Complaints

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• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started a dental plan on 5/31/2023 in which I had extractions done and upper temp dentures placed. Appointments that have followed and payment always rendered at appt time. ALWAYS leaving office with a zero balance. I arrived at an appt in which they approached me with a balance owed. I stated that I always leave with a zero balance and in which case she ******* said they realized it after the fact and I needed to pay it. I declined as they have a sign in there office that states Payment is due at time of services. She stated that they would just bill my insurance after the first of the year I said no you will not as that was your mistake and I left owing $0. Well they billed my insurance anyways. I have also tried to talk with the office Mgr in regards to my card being charged twice on 12/13/2023 and one charge was NOT MINE. Patient name being a *************************. She again would not listen and I have yet to be reimbursed for that charge (see attachment). I also have the cardholder copy w this patient name on it. My last appt was it they wouldnt listen and they said if I didnt pay what was due I could not be seen. (Which is the dispute of leaving with a zero balance EVERY APPT). So on this day I went to leave without being seen and she followed me out the door expressing in a VERY unprofessional manner that I would be sent to collections. I have tried and can not come to a resolution with them and I still dont have my permanent upper dentures (its now been a year since my initial appt) I at this point have no idea what is going where my insurance is concerned as I only receive $750 a year for dental so I have paid mostly out of pocket.

  Business Response

  Date: 06/24/2024

  Date: 06/24/2024
  Case ID# ********
  ******************** response to patient: *********************
  
  Business Statement:
  Mr. ********************* came into MyoTech to establish care on 06/01/2023. On this date he requested an exam & x-rays be done as he was interested in getting extractions and being placed in dentures. Upon arrival, **** was presented with a health history form that runs over our billing policy and consent for services that states Any estimated patient portion is ONLY an estimate and may be different after the actual payment from the insurance company is received. That he did review & sign prior to his initial appointment.Due to many patients skimming over that portion of our health history, we decided in August to present our patients with an additional form we call a patient agreement that runs over the office policys here at MyoTech. This form states All copayments are an estimated portion based on the information provided by your insurance company and never a guarantee. Any unpaid fees are the responsibility of the patient.  **** was presented with &signed this form stating he understood office policy on 08/28/2023.
  In response to Marks statement saying we would bill insurance at the first of the year for these services, we do believe there may have been some form of miscommunication. Insurance has a maximum allowance per calendar year, and must be billed based off of the date that the services are rendered. Insurance will not ever pay on a service rendered in 2023 using the 2024 maximum allowance amount, so we would never bill out in the next year in an attempt to receive an additional payment. We do always bill insurance, even when we know that it is maxed for the year, as some insurance plans offer discounted amounts &write off a portion of the patients balance due. In the event a patient does not want something billed to their insurance company, they are always more than welcome to let us know prior to the claim being sent out & we are more than happy to have them sign a consent form requesting we do not bill the insurance company whatsoever. On 12/13/2023 we did have a trainee at our front desk who was very new to our systems and had applied the payment made to the wrong account. She did provide a receipt to **** with another patients name on it. This patient was notified immediately of the breach of privacy & was very understanding regarding this matter. The employee who applied the payment to the incorrect amount did receive additional training for the front desk position following the incident. It is office policy that if there is a balance that is set to go to collections, we are unable to see the patient until the balance has been cleared up. The office policy was discussed with **** in a private office where he again refused to pay, and proceeded to exit the private office using very unkind words & calling staff members derogatory names. I (*******) did step out of the private office to ensure he was exiting the building and not disrupting the employees any further, but did not ever go past the front desk employee area. Patient did state You will see me in court directly before exiting the building. I did go ahead and attach a copy of all financial agreements and policy forms that were signed in house prior to services being rendered by ************************* The highlighted areas show where the office policy was presented. Please let us know if there is anything more we can assist you with. 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21888481
  
  I am rejecting this response because:

  In response to Myotech Dental, and to whom it may concern, as stated above in the original complaint and was said to me in Dec 2023 by your receptionist that my insurance would be billed and as it was. With that being said at my initial appointment your practice was aware that with only $750 a year for dental I would be paying the majority out of pocket. Let's say with all the paperwork and signatures I missed the fact that it was an "estimate" EVERY TIME then maybe you should change the sign at the desk. Because I, like I'm sure MANY others would believe when they leave with a total and pay to have a zero balance receipt that's what they believe they  have. Let's although still address that I have yet to be reimbursed for the payment made to my Credit Card on a different patient. So you reached out to said patient (because of a possible HIPPA violation) but have yet to credit my card. 

  In ending, attacking someone's  character as you have in response is absurd not to mention very unprofessional. I'm sure you have cameras as I myself am sure I didn't act the way you have said. 

  
  So at this point, I want what is owed and that is the credit to my card for $504.40. I will establish the rest of my care at a different practice.

  
  Sincerely,
  *********************

  Business Response

  Date: 08/20/2024

  .In response to Mr. ******* most recent statement, please refer to previously attached documentation labeled signed tx plan showing no coverage.This signed document clearly states directly above the signature line that this is an ESTIMATE based on information provided by your insurance company. Payment for your ESTIMATED portion is due on the day services are rendered. Any portion unpaid by your insurance for ANY REASON is the responsibility of the patient/guarantor.This directive is very clear and goes on to state that should any unforeseen procedures be necessary it is the responsibility of the patient. **************** signed this form four times in his short time with our practice.  Please also see the first paragraph of the previously sent document **************** signed labeled Patient Agreement which clearly states All estimated fees are due at the time services are rendered please note the underlined and highlighted words. It further states ************** is an agreement between you and your insurance company. All copayments are an estimated portion based on the information provided by your insurance company and NEVER A GUARANTEE. Any unpaid fees are the responsibility of the patient. Please review documentation labeled eob from insurance this is a document sent to both the practice and the patient stating what they will pay and what **************** owes for each service the patient chooses to proceed with. Please review previously sent document labeled HH agreement. The Health History clearly states on page three under CONSENT FOR SERVICES that this is an estimate and the patient is responsible for anything not covered by their insurance plan. Our practice is transparent and clear regarding the expectation of the patient in exchange for our services.
  Our reception team handles a vast amount of insurance companies and patients daily and would not guarantee anything regarding their agreement with said patient. We accept it, it is the patients form of payment supplemented by their out-of-pocket portion. The patient is updated of all changes to their plan and can verify their portions with the company they have an agreement with prior to visiting our office. Our team does not guarantee any payment, and clearly spells that out in verbiage both posted and signed documents.
  **************** is requesting we refund him ******. That amount is not accurate. After all of insurance payments have posted, the amount owed back to him is $211.40. That amount has been issued in the form of a check (# *****).As previously explained, we are unable to refund the card as expected by ****************, we do not keep card numbers on file.This should be resolved at this time, if there is anything else we can do please let us know.
  

  Business Response

  Date: 08/21/2024

  In response to Mr. ******* most recent statement, please refer to previously attached documentation labeled signed tx plan showing no coverage. This signed document clearly states directly above the signature line that this is an ESTIMATE based on information provided by your insurance company. Payment for your ESTIMATED portion is due on the day services are rendered. Any portion unpaid by your insurance for ANY REASON is the responsibility of the patient/guarantor. This directive is very clear and goes on to state that should any unforeseen procedures be necessary it is the responsibility of the patient. **************** signed this form four times in his short time with our practice.  Please also see the first paragraph of the previously sent document **************** signed labeled Patient Agreement which clearly states All estimated fees are due at the time services are rendered please note the underlined and highlighted words. It further states ************** is an agreement between you and your insurance company. All copayments are an estimated portion based on the information provided by your insurance company and NEVER A GUARANTEE. Any unpaid fees are the responsibility of the patient. Please review documentation labeled eob from insurance this is a document sent to both the practice and the patient stating what they will pay and what **************** owes for each service the patient chooses to proceed with. Please review previously sent document labeled HH agreement. The Health History clearly states on page three under CONSENT FOR SERVICES that this is an estimate and the patient is responsible for anything not covered by their insurance plan. Our practice is transparent and clear regarding the expectation of the patient in exchange for our services.
  Our reception team handles a vast amount of insurance companies and patients daily and would not guarantee anything regarding their agreement with said patient. We accept it, it is the patients form of payment supplemented by their out-of-pocket portion. The patient is updated of all changes to their plan and can verify their portions with the company they have an agreement with prior to visiting our office. Our team does not guarantee any payment, and clearly spells that out in verbiage both posted and signed documents.
  **************** is requesting we refund him ******. That amount is not accurate. After all of insurance payments have posted, the amount owed back to him is $211.40. That amount has been issued in the form of a check (# *****). As previously explained, we are unable to refund the card as expected by ****************,  we do not keep card numbers on file. This should be resolved at this time, if there is anything else we can do please let us know.