ComplaintsforCollege Park Dental, PC

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On February 21, 2023, I visited College Park Dental located at 7305 Baltimore Ave, Suite 204, College Park Maryland 20740. Phone ************. Upon arrival, I was asked by the receptionist if I still had the same insurance, "Dental Dental" which is the same insurance I had when I last visited the practice on March 30, 2021. I responded yes and she started processing me in for my appointment. Then I was called to the practice area where I was expecting to have my teeth cleaned. Instead, X-rays were taken, and the Dentist ****** came in to examine my teeth. It was at that point two other females came in and stopped the process immediately. I was told the work had to stop because I was not assigned to their office. I was taken to the office and was told that I was being charged $377.00 for the services rendered. I question the charge and they eventually reduced the charge to $277.00 which I paid in full. The REAL reason I think I was told that I was not assigned to their office is that I have an HMO dental plan.I called the office a week before to confirm my appointment and my insurance information and I was told everything was good. Question: Why did they continuously solicit me to come in for an appointment for the past year knowing I had the same insurance and was not assigned to their office?Why didn't the receptionist notice the discrepancy when I signed in for my appointment? In my opinion, this was their mistake and I would like to be reimbursed my funds.Date of service: 02/21/2023 Account# ******** Office#: CPDPC

  Business response

  03/15/2023

  --------- Forwarded message ---------
  From: Patient Satisfaction <patientsatisfaction@dentalcarealliance.com>
  Date: Tue, Mar 14, 2023 at 10:46 AM
  Subject: BBB Complaint ID ********
  To: drteam@mybbb.org <drteam@mybbb.org>
  Cc: Patient Satisfaction <patientsatisfaction@dentalcarealliance.com>
  
  

  College Park Dental has received the attached complaint filed with the Better Business Bureau and appreciates the opportunity to respond. College Park Dental's primary goal is patient satisfaction and excellent customer service. With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with College Park Dental's policies and applicable laws and regulations. Despite our commitment to resolving consumer complaints, as a dental practice, College Park Dental must also adhere to protecting the privacy, confidentiality and security of health information. As a "covered entity," College Park Dental is governed by privacy regulations including the Health Insurance Portability and Accountability Act ("HIPAA"). Given the requirements of HIPAA and other privacy laws and regulations, College Park Dental cannot fully respond to the Better Business Bureau complaint to rebut the allegations above. In order to do so, College Park Dental would need to provide the Better Business Bureau with detailed information about private health information and the facts and circumstances in this particular case. The Better Business Bureau has not provided College Park Dental with a HIPAA-compliant authorization form signed by the complainant that fulfills HIPAA privacy requirements and allows College Park Dental to share the complainant's private health information.

  Nevertheless, the Office Manager attempted to contact the complainant by phone but was not able to connect with them directly. Messages were left requesting a call back to address all concerns and determine a successful solution. We encourage the complainant to give the Office Manager a call as soon as possible to resolve the matter. Thank you.

  *** *****

  Consumer Experience Specialist

  Customer response

  04/27/2023

  See attached document.

  Business response

  05/11/2023

  The Office Manager has tried to contact the patient by phone to address all concerns and determine a successful solution, but the patient has not returned any calls from the office. As the insured individual, we recommend all patients review their insurance benefits including contracted rates, coverage, and eligibility prior to coming in for an appointment. It is always our intent to exceed our patients expectations in every way and we encourage the patient to give the Office Manager a call and we would be happy to assist him. Thank you. 

  Customer response

  05/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: College Park Dental has "NEVER" called me regarding this situation. There were never messages left on my phone *************). I would like for College Park Dental to give me the exact dates and times they tried to contact me. This is a "LIE". I understand CPD saying I should have checked my insurance and the office I was assigned to and I did twiced. I called the office first and was told everything was alright. When I got to the office the desk clerk once again verified that everything was ok. I want a refund because the mistake was on their behalf. 
  
  Regards,
  
  *************************
  

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