All I wanted was to be heard regarding the billing procedure. The office manager would not let me finish a sentence. Her refusal to hear me out escalated to a point where she stated she was going to call the police just because I wanted to talk to Dr. Matthew Garrett. And I maintain, Matthew J Garrett DDS, I just want to be heard.
Matthew J Garrett DDS, consider what your office manager does not want you to hear that would cause her to act in such a way? I will leave the hearsay out of this review for now, because having met you, I believe you do want to hear what I see is a problem in your office. You should also want to be aware of the hearsay.
I do believe everyone should heed the advice of the other 1 star rating reviews left for this office and watch your bills. Who sends out bills with no explanation as to what the bill is for? Mountain Shadows Family Dental that's who.
First I learned, after the laser cleaning was done, that it is not covered. That happened in February 2019 and was the second time it happened. During the next visit in May 2019, I did not want to pay the extra amount unless it was absolutely necessary. I trusted the hygienist during my May visit and said OK, paying the amount due on site that day. I subsequently received a bill dated 6/26/2019 stating a past due balance forward as of May 26, 2019. I became concerned and called the office.
I learned that the bill was a result of my insurance only covering two cleanings per year. I also learned that it would cover 4 cleanings per year because I am diabetic. Of course it is my responsibility to get the proper coverage, which I did. My problem with the invoice is it only states the balance forward and does not state what the balance is for. After lengthy research I learned that the balance due was actually for the February visit and not my most recent May visit. When I received another past due bill in August (this month) I decided to deal with this situation and found out who the manager is and went in with a witness.
I asked for the office manager by name and told her their billing process is not acceptable. Let me be very clear as I was not able to make this person understand. MY ISSUE WAS NOT WITH THE BILL, IT WAS WITH THE BILLING PROCESS. I began with this statement, but the office manager was not listening to understand me. She did respond with a comment about the software, and she could not do anything about it. But she would not let me finish a sentence. She was acting like she deals with this billing problem all the time and was not going to hear me out. I achieved A+ certification many years ago and I can tell you all with extreme confidence that software does only what you tell it to do. Input determines output.
I am hoping to hear from Matthew J Garrett DDS because the staff is wonderful. The staffer that helped me get to the bottom of this surprise bill told me she would gather the information and have it ready for me to pick up. The single patient ledger has all the detail so they have the data. It needs to be on the bill.
Bottom line is they have lost my trust. It appears that they are up charging without notice and I believe there is a reason that;
1. The billing statement is void of any detail.
2. The office staff acts out of their comfort zone when dealing with inquiries about surprise billing. That explains the defensive behavior I observed.
3. The response of "it is the software" is so fast to come out before I can express my concerns. This issue is not new to the office manager as well.
4. The office manager won't even hear you out when it comes to billing issues.
And
5. Although today I am not going to bring up hearsay about this office, it does appear that it may be true that the dentist, Matthew J Garrett DDS, does not realize what is going on. Why would the office manager go to such an extreme to prevent me from talking to him?
I truly hope I can remove this review. All it would take is an hour or less for Matthew J Garrett DDS to hear me out. read more
