ComplaintsforEndodontics of the Ozarks

• Initial Complaint

  02/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to this business in November for a root canal redo. They didn't file my insurance correctly and now are trying to stick me with the bill. I called them yesterday 2/20/24 and spoke to office manager ******. I asked if we could work this out and try to get this coding issue resolved and she was defensive immediately. I tried to explain why we needed to refile this claim with correct information to my insurance to get this bill paid. She got aggressive really fast and rude and snarky. I tried to call back and talk to someone else and she claimed I was harassing her and that if I keep calling she will police report. Then she messaged me later on that say (I have text message receipts) saying she would do what originally asked to file with my insurance. Then she texted me this morning again here on 2/21/24 saying she would only help me if I took down bad review (which was just honest account of my experience)I have contacted my insurance several times as well and have had no luck there as well.I've never been talked to the way this woman talked to me in my life. No one has ever threatened to file police report on me I'm calm intelligent man. I volunteered at church and youth center good student etc.She should have apologized to me and I am someone who worked in customer service and I've never seen someone keep their job after talking to a paying customer that way.Not sure how my insurance paid to them already but it's high amount.

  

  Business response

  03/05/2024

  This claim has already been resubmitted by the office as we explained to this patient several times. We are happy to provide pictures of messages to show this. Claim is still out to insurance. 

  Customer response

  03/07/2024

  Complaint: 21325651
  
  I am rejecting this response because: the office manager told me and I quote "we will not fight your insurance for you" and I was told and I quote again. "good luck dealing with your insurance" then I tried to call back to talk to someone else and was met with hostile behavior.

   

  The issue was between this business and my insurance and I had informed the office manager that I had contacted my insurance multiple times and tried to submit an appeal for them which they could have been more helpful with. Then I was told that "oh well it will just get sent to collections" then I was told that if I called again the office manager would file a police report for harassment, but the story doesn't end here. 

   

  I have text message receipts of the next portion of this ridiculous situation this office manager made all because she didn't want to lift a finger to get insurance to pay them and was trying to scare me into just paying cash (bill was $1000) 

   

  Then later that day she texted me saying she could actually maybe help me get my insurance to cover this (again I have text messages of this and the next part is where things turn even uglier. 

   

  After I got that text saying she would file with my insurance like all I had originally asked for in the first place, I thought the situation was resolved but then the next morning I get more text messages saying and I quote "we will help get your insurance to cover this IF (key word here IF) I remove a honest review I posted online. No one apologized to me for anything or tried to have an ounce of common courtesy with a paying customer (again I have text message receipts) 

   

  The "office manager" then goes on and on in the morning texting me trying to bully me into not telling anyone what transpired. Well, I didn't appreciate that. 

   

  I finally heard back from the appeal to my insurance and they said they approved the appeal. 

   

  I worked in retail customer service jobs most of my life and I can say straight up if I had ever talked to a customer the way I was treated I'd be fired! On the spot! Absolutely unbelievable situation I still can't believe this happened. 

   

  In other news I also got a letter from the independent review entity from ******** saying they are also reviewing the appeal to make sure everything is correct. 

   

  And lastly I want to say this is the first time in my life I've ever filed anything with BBB in this way. I didn't want to do this but at the time I wasn't sure my appeal was going to go through and I am disabled on ******** so I can't afford to pay the bill out of pocket and they said my insurance would cover it. Business tried to make me believe that they didn't say that to me and that I had signed something saying I would pay for it insurance or not. That's not ethical business practices. 

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

  

  Business response

  03/11/2024

  Again, we have already submitted this claim to the patients insurance. I too have messages proving I had already told the patient this, kept him informed of his claim and let him know most recently his insurance has told me that they sent a check to pay the claim. I was never hostile with this patient, he called our office over and over again, calling from  a blocked number after asking us to "just submit his claim under a different code". Patient never explained the code may have been submitted incorrectly, which made it sound like he was asking us to commit insurance fraud. When the patient continued to call back and harass me and try and talk to other employees about the same issue, I asked him to stop calling or I would have to file a police report for harassment. I then didn't hear back from the patient and messaged him to inform him about his claim. What exactly the patient wants at this point I have no idea but his insurance is sending a check, he will not have a balance on his account, I have very politely kept him informed of us and am happy to provide our ENTIRE chain of messages since the patient seems the think threatening me with that will help his case. 

  Customer response

  03/13/2024

  Complaint: 21325651
  
  I am rejecting this response because:

  I Love how calling someone three times is apparently harassment ha. Yeah I wish they would submit the text messages they don't want to though because they know that they would look bad. I can't believe this person is still trying to play victim card here it's absolutely ridiculous. I hope you (the BBB) investigate this business because as their reviews online show I'm not the only one who has had this experience with this office manager who said her name is ****** and if she wants to deny what she said and spin the story whatever I can't do anything about someone else lying. I hope the BBB contacts me for all the message receipts though honestly because there is no way ****** will share them. 

  Basically everything she is saying is a lie and again I've never been treated like this before by any one who wasn't some online troll I still can't believe it happened and that they are still trying to spin this to where they did nothing wrong haha. 

   

  I Went ahead and am showing the BBB one of the harassing text messages I got because the truth is ****** wouldn't stop texting me and if anyone could claim harassment it'd be me. She said she would only help me if I took down my honest review isn't that messed up and unethical? 

  I had taken down my ******** review just so I didn't look bad but after this last message here she just sent I'm going to post the whole thing on ******** and tell everyone I know to avoid this place at all costs and will not be bullied by some ***** office manager who has an ego the size of a CEO of fortune 500 company. ****** get some help get some therapy 

  
  
  
  Sincerely 
  
  *****************************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to this location for a dental implant. Regardless of issues with bad customer service, robocalls, and tardiness from the Drs, my current issue is a bill that was not sent correctly to the insurance and since they failed to submit the contracted documentation, now I have to pay for the full amount. According to documentation from the insurance (***** Dental), 5 times they have failed to provide the full supporting documentation and 4 times they have not submitted the requested radiographs. According to their staff, they don't have obtain those radiographs so they don't have to send them, although she informed me that they did send all the required/requested information. They are not new to using ***** as an insurance company and they are aware of the documentation that is required, yet they refuse to obtain and submit so the patient has to pay in full without being able to use the insurance. At the end they will simply take the attitude of "well, we tried but now you have to pay in full". I attempted to negotiate the issue and they will not make any exceptions even if they are at fault for the billing issues.

  

  Business response

  01/23/2023

  We have contacted the patient ourselves and resolved this issue. Per the patient, he wasn't sure if we could pull the complaint with you or not. Please contact me with any questions.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩