I have always enjoyed coming to this office. The staff has consistently been friendly,…read moreknowledgeable, humorous, and willing to go above and beyond. That is one of the reasons I have remained a patient for about five years, why my husband began coming a few years later, and why even some of my grandchildren now come here as well.
Until recently, I have always handled my own billing directly. At the end of my appointments, I typically stop at the front desk to schedule my next visit or pay my bill. If insurance did not cover the expected amount, I was contacted, and I made sure the balance was paid.
At the end of March, my husband received a letter from a collection agency stating that he owed a balance. He called the agency immediately to find out why, only to learn that the bill was actually mine, even though it had been placed in his name. At no point was I contacted directly to let me know that I had an outstanding balance.
I then called the financial department at MFD to ask several questions:
Why was I not told about this balance during my last visit?
Why was I never contacted directly about the bill?
Why was I never called regarding the balance before it was sent to collections?
I was told, "because he is the head of household." I found that response inappropriate and unacceptable. I handled my own bills before my husband ever became a patient at this office, and I never agreed to have my husband made responsible for my account simply because he is the insurance subscriber. To me, this feels at minimum inappropriate and arguably discriminatory. My husband providing the insurance coverage does not make him responsible for my personal financial obligations, nor does it justify failing to contact me directly.
What was equally disappointing was the lack of concern shown when I raised this issue. This is a serious matter, as billing errors and collection actions can affect a person's credit and financial standing.
Unfortunately, when I came into the office for my appointment today, I also felt uncomfortable because the staff's behavior toward me was noticeably different. The usual friendliness was replaced with a more distant attitude, and there appeared to be whispering about me that was unprofessional and upsetting.
To be clear, my complaint is not about Colleen, who is an excellent dentist, nor about the majority of the staff, who have generally been wonderful. However, one poor experience can significantly damage trust and confidence in a practice.
I would appreciate the opportunity to speak directly with Colleen about this matter and the way it was handled. Please contact me directly using my phone number listed in my file.
Sincerely,
Gina Chambers
