My medical/dental insurance became effective in March. I went thru the phone directory and located a dentist close to my home. I have had dental service for most of my adult life and my teeth and gums are in excellent shape.
I called the office of Dr Elizabeth Park, DDS, told them my situation and asked for a dental cleaning. It was scheduled for a couple weeks later.
I arrived early to completed the insurance forms as requested. At that time, no one discussed any services with me. I waited 30 minutes after my appointment was scheduled, and I asked the clerk, "I do have an appointment, don't I?" She said the Dr was working on an emergency and would be with me shortly.
Finally, I was taken to an exam chair and they began doing x-rays. I wasn't concerned because I knew that my insurance included the usual x-rays. I don't know the exact number that were taken, but it was more than had ever been done at one time in my whole life.
The DR came in and began examining my teeth. After 10 minutes, she said, "Looks pretty good. We'll get you in for a cleaning in a few weeks."
I said, "Hold on. That's what I expected today. That's what I asked for when I made the appointment."
At this point, an hour had passed and I had other commitments that evening. The Dr did offer to do the cleaning but I could not do it at that time. It was scheduled for several weeks later.
As I was leaving, I was puzzled to be called into her accountant's office to settle my bill.
My insurance plan had two types of dental coverage. One involves the usual dental services and there is no charge for receiving them. The second is for specialized services which I had determined I would not need.
Seems that it is the customary practice for Dr Park's staff to deliver services of both kinds without informing the patient of what they were doing.in my situation, I had bite wing x-rays taken and they were covered by my plan. They also included x-rays of a type I had never had done before and they were included in the specialized services. The additional charge was around $60.
I objected to the accountant and asked for time to investigate the services on my plan and what the Dr had delivered.
After clarifying my insurance coverage, it was clear to me that Dr Park and her staff had maximized every possible charge that could have been made for my visit.
Immediately, I called and canceled my appointment with Dr Park. I also told her staff that my prior bill needed to be adjusted.
Then, I called my old dentist, 200 miles away, and discussed what had happened with this new dentist and made an appointment for the following week.
When I was in his chair, he asked, What did they say the reason was?
Well, that's exactly the issue, no one said anything. I felt like a used car pulled onto a lube rack. The service began, and the fact that I didn't want an oil change was never considered.
I got it anyway!
So, here we are several months later. Dr Park delivered services I never asked for. She billed me for items she knew were not covered by my insurance plan.
And now she has an even bigger issue. What she did discouraged me from continuing to do business with her, so those x-rays will never be used.
Of course, I continued to be billed by Dr Park's office for services I did not request.
Eventually, I wrote a letter to Dr Park, expressing concern that this was a situation that ought to go away as soon as possible. Suggesting that her professional reputation was at stake here, not to mention that it would be great customer service.
She actually responded with a personal letter and a ton of supporting paperwork, asserting that my services in the past may have not been fully comprehensive, and of course, her's were.
Referencing ADA guidelines from she asserted that she did everything according to the policies prescribed for her profession, and that for her to write off such a small amount would be illegal.
Last week, I discovered that in fact she did write-off the amount by sending it to a collection agency. Immediately, I called the agency, and as a courtesy, informed them of the dispute that surrounded this account.
Of course, operator #33 at Collection Service of Nevada wasn't really interested in hearing from me, except if I was making payment arrangements. Today, barely 10 days later, I receive another notice from the collection agency.
To summarize my complaint.
I requested a cleaning from Dr Park.instead, I got every possible x-ray used in the dental world, and none of these premium dental services were discussed with me in advance and certainly not authorized by me.
As I sought to resolve the issue, Dr Park decided her internal office policy of getting maximum dollars from the insurance company was the best policy.
And rather than fully resolve this questionable account issue with me, Dr Park sells it to a collection agency. If only all life issues were as simple to dispose of.
Well, Dr Park, looks to me as if the price of your professional reputation now revolves around a dispute over $60. How sad it's come to this.
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