Dr. Le is a kind and professional dentist. She explains procedures and always answers questions regarding your dental care. She is very gentle and sensitive to your dental fears.
However, current patients and anyone considering this dental office should be warned about the dishonest billing practice and unprofessional behavior of the office manager. It reflects very badly on the dentist and her business.
Recent unfavorable changes in this office forced me to find a new dentist. There were more than a few staff changes, including the sudden disappearance of a well-loved hygienist. Phones were not answered and messages were not returned quickly. Her front desk staff were generally apathetic and unwilling to answer questions. Her office manager is rude, unhelpful and will literally shout over you.
I realized a few days after a recent visit that I had been overcharged for the service. To summarize, I spent nearly a month making phone calls to the dental office and my insurance to figure out why I was incorrectly charged for multiple services and why I was suddenly receiving insurance summaries for services performed in 2014. I had to demand requested paperwork be emailed to me immediately when it did not arrive by mail and contact Dr. Le directly when my phone calls were not returned by the billing person (who is also the office manager).
Bottom line: I was overcharged several times and 2014 claims were not submitted to insurance until early 2015, after I began questioning my invoice.
Insurance will tell you the date a claim was received. So, the office manager submitted the claims late and lied to me when I questioned it. She took the money from my overpayment to pay an old claim; insisted insurance would not cover a particular service at all; and also insisted I was not owed any refund despite my objections. It seems she is incapable of understanding that accounting demands accuracy, and keeping your records straight is of utmost importance to the business.
I was so upset by this that I wrote a letter to Dr. Le asking her to personally review the situation. One week later I had received no response. When I called, the staff person admitted that Dr. Le never reads her email; she depends on her staff to inform her of anything pertinent. The next day I found a new dentist and contacted Dr. Le directly, asking her to close my file, send it to the new dentist and mail my refund check. I received no response from Dr. Le, but later that day I did receive a reply to my week-old email and confirmation that the refund check was in the mail. Whoever sent the reply attempted to explain away my concerns, but it was obvious they just didn't get the point.
I never received an apology from anyone in the office, including Dr. Le. Although an apology now would be meaningless, it may have prevented this review. Good customer service when faced with a complaint entails an apology, immediate correction and steps taken to prevent the same mistake. Otherwise, you lose business.
So I warn current patients to check their bills carefully and question anything that doesn't make sense. Know what your insurance pays for and what your copay should be. If this was happening to me, it is happening to other patients. Being able to trust everyone in the office and knowing they value you as their client are important components of your dental care. This office no longer meets either standard. read more
