I'm posting my recent experience with this office, which tried to violate the agreement they have with my insurance company by charging me to have my records from Memorial Dentists sent to my new dentist's office.
I was changing dentists since my dentist at this office was not satisfactory. This place is like assembly line dentistry! Good luck actually seeing the dentist. But that's for another complaint...
Memorial Dentists tried to tell me their office policy (although they could not demonstrate the policy was given to me when I became a patient at the office or posted anywhere in the office) was to charge patients a large fee for me to obtain a copy of my records, or have my records sent to a new office. I let the office manager know that I felt this was very unfair. She told me feel free to contact my insurance company or file a complaint with the BBB - she didn't care. So I did contact my insurance company. They told me that charging these fees to transfer my records was in violation of Memorial Dentist's contract with the insurance company.
I called Memorial Dentists back and spoke again to the office manager. She told me she didn't care what the insurance company said. Charging the fees was their policy and I would have to pay the fees if I wanted to see my records.
Utterly frustrated, I called back the insurance company. They were very helpful and offered to conference call Memorial Dentists right then. The insurance representative and I got the office manager on the phone and she had the same story about the fees until the insurance rep quoted the exact language of the contract - once the office manager heard that, she put us on hold, then finally came back and said I could come pick up the records.
I was very disappointed, and am glad I am no longer a patient at this office. What poor policy and rude service! Would not recommend this office at all. Stay away!
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