ComplaintsforThe Oral Surgery Group

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Dr ******* Daily at Oral Surgery Group in Huntingdon Valley to extract a tooth and place a dental implant at the recommendation of Dr ******************** the first evaluation appointment Nov 15, 2021 I received a payment schedule for the procedures and was told that 'insurance will not cover this charge of $600' for a planning visit. At that moment I asked if it was something that I have to pay or is it negotiable? I was told that was unknown and someone would contact me to discuss the matter. No one contacted me and I had to raise the question of waiving that fee at least one other time, maybe twice. Oral Surgery Group requires payment on schedule, before service is rendered and when the time came to be charged, the fee was $903.50- half of $1807 in deposit for implant only. One month later at my next appointment I paid the second half- $903.50 and understood that to be the end of my financial responsibility. A repeat problem has been communication with OSG- unanswered questions, failure to schedule a final checkup*, unavailability of the doctor to address any financial options (understandable but not ideal) etc.*Months after the procedure when I went to the referring dentist for a crown, I was told that I still had to see Dr ********* for him to confirm that the implant was concluded and ready for a crown, so I called to set up the appointment. Soon after the final meeting with Dr ********* I received a call from Jan in finances who said 'you didn't pay the money you owe' in a really crabby tone. When I relayed some of my conversation with *********, I think it was, *** was very dismissive of 'the office girl' and rude. She phoned at least one other time and was very unpleasant, mildly threatening of going to collections. I wrote a ****** review...*********** does excellent work but I understand he's leaving OSG. No complaints with him but it seems the office doesn't communicate very well. I've been contacted by debt collector ********************** ************.

  Business response

  04/27/2023

  On Wednesday, November 15th, 2021, The Oral Surgery Group saw the patient question for an initial consultation discussing the option of dental implants. At that consultation, the surgeon reviewed with the patient a detailed treatment plan that stated all fees and times for collection of said fees. The patient agreed to it and signed.

  On December 1st, 2021, the patient started his treatment with us with a bone graft. He was seen again January 3rd, 2022, for a follow up appointment to address his healing. 

  On February 24th, the patient contacted our office and spoke to our implant coordinator. She again explained the treatment plan and all charges. She further reiterated that his insurance does not cover the planning visit fee which is $600. The patient knew of this charge when he signed the treatment plan before any procedures took place and told the implant coordinator that he understood the charges. 

  The patient then had an implant placed on March 28th, 2022. After the appropriate healing time, our offices called on August 25th, 2022, to schedule the next step; a torque test before his crown could be placed by his dentist. Our call was sent to the patient’s voicemail where we left a message.

  On September 7th, 2022, the patient spoke with the front desk receptionist and told her that he understands that he has a $600 bill because he’s been receiving statements about it for a while now. He said he’d be happy to pay $300 if the other half could be written off. He stated,  “if something isn’t covered under my discount plan, it should be waived.” The front desk receptionist spoke with the surgeon who addressed the patient about not being able to waive the charges, as that is fraudulent behavior.

  We spoke with the patient about his past due charge on September 7th, 2022, September 22nd, 2022, November 2nd, 2022, December 1st 2022, December 2nd 2022, December 21st 2022 and send two letters by mail. 

   On December 2, the patient told our financial supervisor that he is not discussing this matter with her any longer. She informed him that she cannot schedule him again until the past due amount is paid, and that if it is not paid within the next 10 days, he will be sent to collections. She sent the final collection letter by email and by mail on December 2nd, 2022. She told the patient if it is not paid by December 20, 2022, he will be put in collections. That is where The Oral Surgery Group stands with this patient.

  Customer response

  05/06/2023

  [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:
  There are a number of inaccurate statements from the business- too many to be addressed fully, however at the end of paragraph one I asked for the $600 to be waived and was assured I would receive a call with an answer from financials- I was never contacted. 

  3rd paragraph is too erroneous to be itemized. 

  4th paragraph- no torque test was scheduled until after I went to my dentist for a crown and was told I still needed the oral surgeon to sign off on the procedure. I had told Dr Daly an appt hadnt been scheduled after the implant and he said Id be contacted- which didnt happen. 

  5th paragragh- At my final appt with the surgeon I told him about my experience regarding finances and communication with the office. He sounded accepting and there was never any mention of 'fraudulent behavior'.  

  Regards,
  
  ***** ***********

  Business response

  05/15/2023

  •Wednesday November 15th, 2021-patient signed and understood the detailed contract discussed with him of all financial responsibilities before any procedures took place.
  •August 25th, 2022- after all procedures were performed, patient was left a detailed message from our office to call and schedule the final appointment with us- the torque test. Patient never returned phone call to schedule. 
  •Dec 2nd,  2022- patient was told directly that the $600 fee cannot be waved. Patient must pay for medical services as stated in his contact that he signed.  On that same date, (Dec 2nd) after numerous attempts to contact patient and collect fees, the patient told our financial supervisor that he will “not be discussing this matter with her any longer.”
  
  •The Oral Surgery Group has all documents and records to back up these claims. Unfortunately, just because the patient wanted service fees to be waved, does not mean that our company is obligated to do so. This is why you have a contract before you start any services with us. There is nothing else to say on the matter. 
  

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