UPDATE ADDED AFTER DR. OSEAS' RESPONSE: Dr. Oseas, 2 things.
1. Your response suggests that you didn't read or understand my review. The issue was the HORRIBLE ATTITUDE AND LACK OF APOLOGY OR EMPATHY shown by your staff following your office's error that caused me and my family inconvenience and distress.
2. You and I never spoke about this. However, I went back and listened to your voicemail one more time. I must have missed the part where you apologized.
ORIGINAL REVIEW:
This review is primarily for the front desk staff at Dr. Oseas, who bears the primary responsibility for why I decided to cancel my daughter's oral surgery with Dr. Oseas.
The estimated cost for the surgery without insurance was high (over $3000), so I had asked them to do an insurance pre-determination on September 6, 2024. When I called mid-September to say that the insurance did not show anything from them, the front desk staff brushed my concern aside, saying that the paperwork was physically mailed and it takes time (showed zero empathy!).
I then waited patiently and called the insurance on September 27, 2024. I was shocked to discover that the paperwork was submitted by Dr. Oseas' office with a historical date of service of September 13th, i.e. indicating that they had already performed the surgical procedures - not true, because the procedure date was October 18, 2024. The insurance company had processed it as a claim, not a pre-determination.
The insurance representative was super helpful. She first cancelled the original claim, so that they don't end up paying Dr. Oseas for a procedure he never performed.
Then, showing empathy which Dr. Oseas' staff has completely lacked, the insurance rep said "I see your daughter's surgery is coming up. Let me try to get a hold of their office and see if we can walk them through an electronic filing for a pre-determination, otherwise I am concerned that we may not make it in time for the surgery".
So, while I was on hold, the insurance rep called them and confirmed back to me that they had walked Dr. Oseas' staff through the electronic submission, and hopefully that would happen soon.
I then called Dr. Oseas' office later that same day. I asked if the electronic pre-determination had been filed. I was told brusquely - no apologies, nothing - that it was being done. I then asked to pickup a copy of the CT Scan images they had done on September 6th, which I had paid for out of pocket: $315. The lady, who used her being new to the office as an excuse, said she would need to check with the doctor before she can confirm back with me if they can give me the images. I did not appreciate her response. I told her that I need the images and that they are required by law to give me the images. I told her that instead of acting this way, they should apologize for filling a claim with a false historical date. She then said to me "you called earlier and we apologized to you multiple times". I said, what are you talking about, that is a lie, I never spoke with you and no one ever apologized to me, you must be mistaking me for someone else, but she kept repeating that lie, and then started telling me "I don't need to be called a liar". You're the one who told a lie: that I called earlier and you apologized to me.
I told her I needed to get the CT images and to speak with the Doctor. She still would not commit to a time and date to give me the CT Scan, saying the doctor would call me back - unbelievable!!!!!!!
I had to call them 2 more times before I was able to get them to give me a date and time to pick up the CT Scan images.
This is not how any doctor's office should treat their customers.
I have moved my daughter's care to a different Oral Surgeon, whose office has already shown much better communication and professionalism. read more