My wife was looking for a new provider and called this office for service. They told her they…read moreaccept our insurance, Delta Dental. Well, they do, but there is a hidden caveat that they never advised us of. They are an Out of Network Provider of Delta Dental. Her treatment was quoted and scheduled without any mention that the practice was out of network for Delta Dental. At no point during multiple conversations--whether with front office staff or the doctor--was this ever disclosed, or even discussed, despite several opportunities to do so.
The concern became more serious when I scheduled a service for myself. I got an appointment, during that appointment I had multiple conversations with multiple members of the staff including Dr Lorino himself, about my use of Delta Dental Insurance, at which time not a single person mentioned anything about being out of network. When I got the treatment plan, the numbers didn't make sense to me, so I called the staff later that day for clarification. That's when things got even more confusing. I spoke with the insurance coordinator who could not answer any of my questions related to how much insurance would pay. That lack of clarity prompted me to dig deeper, where I discovered the out-of-network status, directly from Delta Dental themselves on an hour long phone call, the night before my appointment.
When I raised this directly with the staff, it was not disputed that the coverage status had not been communicated. They said they try, but they can't speak for who we spoke with. It was at this time that I informed the insurance coordinator that I personally had spoken with her twice and at no time did she disclose this. She agreed. We ultimately requested a fair adjustment for the unexpected costs tied to the lack of disclosure for services already rendered, and that request was declined. Basically Dr Lorino, when approached by his insurance coordinator, chose profits over ethics, and doing the right thing.
Given the repeated discussions about insurance prior to treatment and the absence of any clear notification, I felt this should have been handled much more transparently. Because of this experience, I will be pursuing the matter further through Delta Dental's grievance process and other appropriate channels.
Interestingly, I reviewed this practice's reviews today after leaving the office and I have found numerous low review scores based on this exact issue. If you are considering this practice, I would say that you need to be cautious about their use of words related to "we accept your insurance". Ask the right questions like "Are you in network"? Also compare pricing with other local Dentists. I have quotes from other offices that are 40% less than what this office charges.
Based on this businesses response, I feel the need to call out their lies.
"Immediately before your scheduled treatment, while seated in the treatment room and moments before care was to begin, you presented fee comparisons from other dental offices and requested that our office reduce our fees to match those providers."
This is an outright lie...I was never seated in your chair and NEVER showed you any quotes from any other providers.
Why are you lying? Pull the video feeds from your office.
I never went past the waiting room or insurance coordinators desk today. That's an outright lie. I'm stunned that this is where you want to take this.
Based on your material facts that you misrepresented here, it looks like you are choosing to escalate this. The fact that you would make up a lie, tells me all I need to know about your practice and your ethics.
It's very important to me that the facts of this are clear, therefore I've contacted the BBB with a complaint. I'm moving forward with additional resources as well. I am shocked that you would fabricate such a lie in an effort to protect your reputation online via a review.
So he edited his first reply, and now added another claim.
This Dentist continues to fabricate lies about what actually happened. He was never presented with quotes from any other dentist. That's an outright lie.....interestingly enough I have the proof, and he does not!
Buyer beware.
