WORST dental practice I have EVER had to deal with! I had a root canal done less than two years ago…read moreby Dr. Varley which had to be completely redone in October 2023 by an endodontist. The root canal Dr. Varley did became so infected my face was hurting all the way up to my eye (still not sure why after only a couple years it needed re-treatment, I had a root canal done 20 YEARS AGO by another dentist that I have had ZERO ISSUES with)! After getting the re-treatment done, I ATTEMPTED to schedule having my permanent access filling done at Stonebrook, as well as getting a cavity addressed and a cleaning.
I called on 10/9, scheduled the appointment for 10/12. Moments later I receive a text saying the filling was going to cost ME $150, that my insurance would not cover it. So I called to ask why and was given an excuse of frequency. I asked if they had even attempted to see if my insurance would cover the procedure, which they had not, she said she just "knew" they wouldn't, so I got my insurance involved. On 10/10 they contacted Stonebrook, told them to send over a prior authorization and they would process to see if they can approve it, which would take 48 hours (they did a three way call with me). Immediately after, Stonebrook called me to cancel my appointment for later that week! I told the person calling me I didn't want to cancel my appointment, I had another tooth that had a cavity I still needed to get addressed and was still due for a cleaning, so I would still like to come in to get those taken care of. To which she said, "Dr. Varely doesn't want to numb you twice, so we are canceling the appt." They didn't care that I still had a cavity that needed fixed, and in the past they haven't had any issue numbing me twice, but now suddenly it was a problem. It was completely childish behavior bcuz I questioned the $150 they were asking me to pay out of pocket and got my insurance company involved. Oh, it gets better though! The next day, I called my insurance company again and they had indeed APPROVED the claim. Do you think Stonebrook called to get me on the schedule? Nope! So on 10/18, I called Stonebrook to schedule the appointment, but was told by Stonebrook they "did NOT agree" with my insurance companies approval of the prior authorization and THEY sent it back to be re-reviewed by my insurance company again. Dr Varley/his insurance coordinator sent it back to my insurance company to ask them to make sure they were correct in approving my claim! So I waited TWO more days, called my insurance company again to make sure the re-reviewed claim was approved and they said they had re-reviewed it and already PAID Stonebrook out on the claim!!!!! So I called back again and tried to schedule the procedure AND THEY STILL WOULD NOT SCHEDULE IT WITH ME, stating that they had talked with their contact with insurance company who supposedly told them they thought my claim could be rejected and they were waiting to hear back from them. Absolutely ridiculous! If my insurance company has reviewed it TWICE now at Stonebrook's request and PAID them for the procedure, I would think it's pretty safe to say it's covered! Why they were being so difficult is just beyond me! Even worse, bcuz they had already been paid out on the claim, I couldn't even schedule to have this procedure done somewhere else!!! I was literally at their mercy as to IF/WHEN they wanted to put me on their schedule. Which NEVER happened by the way! They FINALLY cancelled the payment after I told them I knew they were paid and wanted them to do the work they were paid for. Then they "released me from their practice", stating that "I had lost trust in them". Photo attached shows the reconsideration/review Stonebrook requested from my insurance company, before they FINALLY cancelled the payment.
Through it all, I left FIVE messages for the dentist that were never returned! When I asked why he hadnt, I was told he doesn't handle the insurance claims. However, in my opinion he does own the practice so he is ultimately responsible for EVERYTHING that happens at his practice! I would expect so much more from him as a medical professional AND someone that has been my dentist for years! He should call his patients back!
I should mention I was finally able to get the filling done at another dentist AND IT WAS COVERED AND PAID BY MY INSURANCE, everything Stonebrook was fighting against!
Should Stonebrook decide to respond, I will remind you to be very careful not to discuss ANY of my personal information that would violate HIPAA, as you have done many times in your previous responses!
