ComplaintsforOlympia Endodontic Group

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I received a bill 3 months after a visit. While at the establishment they were unable to perform the planned work for two reasons. I had high dental anxiety and a root canal was not likely to solve the problem for very long. They did everything they could to capitalize on the visit by talking me into expensive x-rays not covered by my insurance. I paid the amount required for them. The establishment knew that these were not covered by insurance while I was there and quoted me a total cost based on that knowledge. I knew I was being taken advantage of at that point, but felt guilty for my anxiety and agreed. Then, 3 months later, I received a voicemail to confirm an appointment that I never scheduled, and a bill for the x-rays I already paid for, stating my insurance did not cover. The bill is for $61.00. I am paying the bill because they are threatening a final notice and I do not want to tarnish my credit. Since they have the ability to turn me into collections for a bill that I should not receive I have no choice but to pay them.

  Business response

  12/02/2022

  We received a letter in regards to complaint ID #********. We have no record of the customer/patient ever being seen by our practice. Please let us know if there is anything further to help assist in dismissing this complaint. Thank you very much for your time. 

  Customer response

  12/02/2022

  Olympia Endodontic Group

  208 ************************************************************************* 98506

  Business response

  01/13/2023

  Or hope is that we can address the concerns of this complaint, but because of HIPAA laws that we are bound to, our response can only be general and nonspecific to this patient.

  Olympia Endodontic Group is a dental specialty office treating complex and difficult cases that a general dentist has deemed to require more advanced care. Any patient that comes in require care at the highest standards to address these special needs. The diagnostic tests and evaluation that we perform reflect the individual's circumstances. In many cases, they are different then what is done in a general office but is needed to provide this care. Nothing is done without reason. 

  The "expensive x-ray" the patient is referring to is our 3D CT image which some but not all insurance companies cover. We make sure that every patient is aware of this on our financial form. The Ct image cost is upwards of $300 but is discounted at $175. 

  The CT image has become standard of care and helps the doctors obtain a comprehensive visual of the teeth, surrounding structures, and potential pathologies which conventional radiography does not capture. Most patients understand this and are accepting of this diagnostic modality when it is required. If they are not, we try to explain its benefits but ultimately, the patient makes the final decision on what they will allow us to do. It is unfortunate that we were not able to address her reservation when the patient did not communicate her reluctance at the time of her appointment. 

  When a patient leaves our office, we collect an estimate of what we think their co-pay should be based on limited information we are given. This is not set in stone and is written in our financial policy. Depending on their insurance, the patient may owe more money or even get a refund once their insurance determines the final cost of the visit. On our financial form all patients are made aware that we are only In-Network with Delta Dental, Regence, & United Concordia. 

  If the patient has any further questions, please feel free to contact us. 

  Thank you.

  Customer response

  01/23/2023

   
  Complaint: 18391397
  
  I am rejecting this response because:

  As I stated before, they were aware at the time of service that the imaging was not accepted under my policy. They had obtained a copy of my insurance. They quoted me a full price and I paid that price. They are using the same generic verbage that is used for scenarios in which they do not know needed procedures or insurance coverage. That was not the case here. The issue is not resolved. I don't get billed by the grocery store after I pay for my groceries because there was fine print on the receipt that says I might have to pay more. Why is that different for a service that I paid in full? It was not resolved at the counter both for the reason I stated before, and because I did not expect to get a bill 3 months later for something I already paid for. 
  
  Sincerely,
  
  ***********************

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