After 26 years as a patient, I was shocked by how this office handled my situation.
Dr. Hoover has always been kind, but the front office and billing were aggressive, inconsistent, and extremely difficult to deal with.
I was told a procedure would be covered and that it would be verified in advance. It was not, due to insurance frequency limits. I was later told I owed around $360, which was very disturbing because I would have paid it immediately if that had been accurate. After reviewing my insurance records in detail, I found the actual disputed amount was only $90 -- a major difference that was never clearly explained.
In trying to resolve this, I was told a courtesy adjustment was applied, but it was applied to a different tooth than the one in question (#10 vs #11). There also appeared to be a resubmission of the same work under a different code, which contributed to the insurance denial and confusion over what was actually owed.
When I attempted to clarify this, including speaking with the doctor's wife, the interaction became confrontational. When I pointed out that the courtesy had been applied to the wrong tooth and that the claim had already been paid under another entry, I was challenged in an aggressive tone and asked how I knew that. My response was simply that these are my insurance records and my teeth, and I had reviewed the documentation carefully.
I was also given conflicting information about a required $50 deposit, which added to the confusion and lack of trust in how the billing was being handled.
After raising these concerns, I was dismissed from the practice.
After 26 years, I was treated like a problem instead of a patient. read more
