ComplaintsforDental Wellness Center of Maryville, LTD

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 26, 2024 I was told that until I paid $389.45 I could not be given an appointment for a crown procedure that they had previously advised that I needed. I was appalled that an office that I have been coming to for years would not give me an appointment without upfront payment. I, of course, paid the amount and was placed on the schedule for October (totally bypassing September). On October 1, 2024 I received the crown that I had been anticipating since early August.They billed my insurance carrier $496.00. My carrier paid the plan agreed upon price of $234.00 on October 8, 2024 (as given to me by *********************** representative in a phone conversation). My insurance is a $0 copay.On October 17, 2024 I requested an update of my refund of my original upfront payment which they were not entitled to nor could prove was needed for my ************* it is November 1, 2024 and they have been holding my money for 67 days. I would like my original amount of $389.45 returned to me immediately plus any interest that has occurred since they have held my money.

  Business response

  11/04/2024

  We understand that ******* expressed dissatisfaction with our protocols. We always aim to ensure that our policies are clear and that our patients feel comfortable with their choices. In this case, ******* had signed our office protocols when she was established as a patient in our office, which states our protocol of up front payment. In addition, ******* was indeed offered the option to pick up her refund check in person. However, she opted to have it mailed instead. We informed her that mailing could take several weeks, and we apologize for any frustration this may have caused.

  Customer response

  11/04/2024

  Complaint: 22501270
  
  I have reviewed the business' response and am rejecting it because:

  This is not a true representation of what the situation was. Lies were told by the staff especially Ms. ***** and I would like a letter of apology and my money. At no time did I agree for the Dental Office to hold my money for over 2 months and delay my treatment for over 1 month.

  I would love to have my money back which they said was mailed on October 24, 2024 and an true apology from the group for the ridiculous behavior exhibited.
  
  
  
  Sincerely,
  
  ******* ******

  Customer response

  11/05/2024

  I would like this added to the complaint for the future reference.

  The Dental Wellness Center are liars and have no compulsion to change their ways.

  I have contacted the Illinois Attorney General and the Illinois Dental Board.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I asked this office 4 times if my bill was paid in full, they assured me I was fully paid. I then received a notice in the mail that they have dropped me as a customer and received another bill for $38. This has now been turned over to collections. I will not pay this.

  Business response

  01/08/2024

  Staying within HIPAA guidelines, we are unable to discuss the entirety of this complaint. However, each and every one of our patients sign a financial agreement that states any balances not paid by insurance are the patient responsibility. Patients also initial and sign the following when proposed any treatment: 
  I CONFIRM THAT I HAVE VERIFIED AND ARE AWARE OF MY DENTAL BENEFITS. I UNDERSTAND THAT THE  ESTIMATES BEING PRESENTED ARE NOT A GUARANTEE OF PAYMENT AND ARE BASED UPON INFORMATION GIVEN TO THE DENTAL WELLNESS CENTER.
  
  A PORTION OR ALL THE TREATMENT PLAN HAS BEEN DISCUSSED WITH ME. INSURANCE BENEFITS ARE ESTIMATED BASED UPON INFORMATION FROM THE INSURANCE COMPANY. THIS IS NOT A GUARANTEE OF PAYMENT. I AM RESPONSIBLE FOR THE AMOUNT NOT PAID BY INSURANCE. I UNDERSTAND THE DEPOSIT WILL BE APPLIED TO MY MISSED APPOINTMENT OR CANCELLATION FEE IF LESS THAN 48 HOUR NOTICE IS GIVEN. **Care Credit and lending club not eligible for pay in full discount
  
  

  Customer response

  01/09/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  they told me multiple  times that my account was paid in full
  
  Sincerely,
  
  ******* ******

  Business response

  01/09/2024

  We estimated that insurance would pay $38 toward the patient's periodic oral evaluation. However, insurance denied the procedure due to coverage only being allowed two times in a benefit period. Any discrepancy in coverage from the insurance will need to be followed up with by the insurance company. This denial by insurance caused the patient to end up with a balance. 

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