Complaints

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• Initial Complaint

  Date:09/15/2023

  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.

  I called the Salem Endodontics office and asked them what the cost would be for an exam, informing them I was referred by my general dentist. They clearly told me it would be $200. They gave me an appointment for 3/21/2023, and I arrived and had the exam. They then told me the bill was $325.- I asked them why they had told me it would cost $200, and they did not have any reasonable explanation. The exam they did was the same as I was told they would do, when discussing it on the phone. It was called a "CT scan." It was mainly for a problem in one tooth. They made a mistake on which tooth was the problem, even though I had clearly told them "right rear" on the phone. They did not do the "floss test" which was the action that caused me pain. They didn't do the "bite test" on a cotton swab either. They only took the films and a very brief consultation with *************. *(Note: ************************* is no longer the owner or working there). ************* could not find the reason for the pain, perhaps because he didn't do all the tests. I paid with a bank card, (in full, the reciept says "total $200), and they said I owed more but did not explain why. No documentation was given to explain what caused an increase. They said something about "no insurance causes the bill to be higher", but they know that I never had dental insurance, by looking at my records! I pay on day of service. They misstated the amount they would charge, and tried to do a "bait and switch" on me. I do not have the resources to pay more. This business is not what it once was under *************************. I have receipts for several past exams which were billed at $200. Never $325.-Thank you.

  Business Response

  Date: 09/29/2023

  When **** came to his appointment on 3/21, he was asked to provide dental insurance which he did not have. At this time, our staff explained to **** that the total cost of the Limited exam ($125) and CBCT ($200) was $325 and he was asked if he wanted to proceed with consultation. Patient agreed to move forward with the exam at that time. He stated that he was not prepared for more than $200 on that day, we said we could bill him the remaining $125. 
  

  Patient was referred to our office on 3/6/2023 by his general dental office for evaluation of #**(lower left area). Patient told us on the phone that he was having pain with the lower right quad. To diffuse the situation, as a courtesy to the patient, at no additional charge to him, we did a complimentary exam of the #** (lower left) and a CBCT as well as the examination of #** per his general dentists referral. Patient was advised that the pain from the lower right area (which he was not referred to our office for) was likely due to a food trap, and to keep area as clean as possible. No treatment was advised for #**. 
  **** has had several exams at our office: 
  
  1/8/2020 Patient was seen for a limited eval ($125). No CBCT was taken at this visit.
  2/8/2021 Patient was seen for another limited eval ($125), PA Xray ($33) and CBCT, which we did not charge the patient, or collect for. On 2/8/2021, patient made a payment of $158. 
  2/7/2022 Patient came back for another Limited Exam ($125), PA Xray ($33) and CBCT ($200). Patient did not pay for this visit, it was all written off. 
  3/21/2023 Seen for Limited exam $125, PA xrays, CBCT ($200) of 2 different areas. As mentioned previously, we did 2 CBCTs at this visit as a courtesy to the patient. He paid $200 on the day of his appointment, leaving him with a balance of $125. 
  

  **** stated that he has many past receipts for his exams and they were all billed at $200. The only payment transaction of $200 was made on 3/21/2023. 
  

  Payment History: 
  

  2/25/2020: CareCredit $14**
  2/8/2021: Credit Card $158
  3/22/2022: Credit Card $2000
  3/21/2023: Credit card $200
  

  There is no such diagnostic test as floss test. A full exam was completed at each exam appointment he has had. 
  

  Since January 2020, patient has been seen for more than $6k worth of treatment and consultations. We have done multiple CBCTs for him at no charge, as well as writing off more than $2k of treatment cost. 
  

  Our office records go back over 20 years, and **** was not a patient of record prior to 2020.
  

  The receipt **** attached stating Total: $200 was simply a credit card transaction receipt. It in no way reflects his billing or ledger. 
  

  I explained to **** over the phone when I called him regarding his balance that the reason treatment costs more without insurance is because there is no insurance to help with payment. As with all our treatment, the cost of treatment is the same with or without any insurance. **** did not have insurance to help with the cost of the limited exam ($125)
  

  **** was made aware of the total cost of his appointment and given the choice to proceed or not. He elected to move forward with his Exam and CBCT on 3/21/23.