I don't write reviews but this time, I am compelled to leave a review.
I spent over $4000 for TMJ treatment at this office. My first visit was in March, 2017 and have not yet received any reimbursement check from my insurance company. With other non-preferred dental providers, I received reimbursement checks within a week from my appointment.
When it went over two months since my first visit at this office and had not received a single reimbursement check, I asked Ellen (she has said it takes months to get reimbursement checks for many patients) for copies of insurance claims she submitted.
I could not believe what I saw on the insurance claims she filled in. She entered an incorrect birthday! I called my insurance company and was told there have never been any claims filed by this office.
Entering patient's correct birthday and/or double-checking the birthday is one of the most basic skills required for any medical/dental office personnel. In essence, birthday is what identifies you along with your name.
I e-mailed Ellen about the incorrect birthday and asked her to update my address as well. I recently moved and updated my address with my insurance the same day I e-mailed Ellen. I also confirmed with my insurance company that addresses would not have had any impact on insurance claim processing but the wrong birthday would have thrown away the claims. After all, I did live at the previous address when I received the treatments and when Ellen supposedly filed the claims for those treatments. So, the previous address would not have mattered for claim processing if all information including birthday was correct. This is what she replied:
"The claims have been filed but if your address is not correct or Birthday they will reject them
And that means they will show them as not received"
I did not doctor her reply. I copied and pasted her reply as is, and this is all she wrote in her e-mail. I was shocked by her nonchalant reply. There was no apology for her unthinkable mistake for the line of work she is in. Furthermore, she did not seem to care whether her mistake contributed to the rejection of my insurance claims. In fact, she sounded like putting a blame on "address is not correct". My previous address on the insurance claims was correct, and that was the address on file with my insurance company during my treatments and when Ellen presumably filed the claims. I just couldn't believe how she was trying to get away from her mistake without offering a word of apology for her unprofessional mistake of filing claims with incorrect birthday.
People make mistakes. What's important is how they deal with them afterwards.
Ellen then e-mailed me to send in the claims myself and wrote "we do not like to get involved with insurance as a non provider...Go ahead and send what I have sent you that way you will not doubt that it was done." How rude! Still no apology for her unprofessional mistake. And you would expect this time she would have reviewed for mistakes before sending the claims, which should be filed by me now. Ellen e-mailed me insurance claims with correct birthday but with misspelled address and incorrect zip code. She also sent me only partial claims. It was like she really did not care! I have never encountered this level of sloppiness in any profession.
I e-mailed her to send me all claims with correct address on June 5.
She has not sent me correct claims as of today, June 17. After all, the Dierkes family (I later found out that Ellen shares the same last name as the orthodontist) was fully paid by me so why should she care whether I get reimbursed? This is how I feel now.
By the way, Ellen does little bit of everything at the office: answers the phone, schedules appointments (also very sloppy; called May 26 at 9:59am for appointment scheduling; Ellen said 9am on May 30 is the earliest available and I took the earliest available thinking I was getting a cancelled slot for such early availability; I reiterated and confirmed the appointment time and date before hanging up; I found the office door closed on the appointment day; Ellen claimed there is no way she scheduled me that day, that time; I didn't care for the manner she dealt with her mistake but at least she did end up saying "I apologize" that didn't sound sincere), checks you out, does x-rays, makes appliance molds, files insurance claims, etc.
If you want to pay your money to be mistreated and ignored like me, this is the place.
As far as the treatment itself goes, it is mediocre. There is nothing impressive or extraordinary to trump my awful, unpleasant, stressful experience with Ellen.
There are many professionally-run, well-structured, patient-caring, and qualified/well-educated professional practitioners who specialize in TMJ or orthodontics.
I regret coming to this office. Hope my review helps those who value professionalism and quality service. read more
