ComplaintsforAxis Endodontics LLC

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of Service 8/5/2022 I was referred to Axis by my dentist. When I arrived, they specifically told me that they will only bill my insurance for the initial consultation, and I would not owe any more money. A couple months later they sent me a bill and told me that the $187.20 that my insurance paid was not enough for my 15 min visit. I didn't follow up after my initial consultation right away because I had another dentist appointment and was out of town. I believe that they figured I wasn't going to proceed so they sent me a bill. Bottom line is that they lied, and I lost trust. When I was at the office, they had to take the ** scan twice because they didn't have the machine set up properly. They also tried to get my credit card number which I would never let any dentist store on their computer. They treated me like a criminal. I told my dentist about my experience and went over options with him, and I decided that I would have the procedure done. Now I must spend more valuable time going to another Endodontist. In a normal situation I go to a provider, and they tell me what my share is and what the insurance pays. They should provide a cost so that the patient can make an informed decision. In my case the cost to me is zero and they take what the insurance pays.

  Business response

  11/01/2022

  The patient was in on date of service 8/5/22 for a Consultation. Upon checking in all the attached documents were presented and went over with patient before he was seen by the doctor. The patient signed a Pre-Treatment Estimate and was aware that this was just an estimate of what services his insurance would be covering for the appointment. We estimated that the ****  scan would be covered and sent all necessary documents needed for the **** scan to be reviewed by the insurance and covered if they felt was necessary. The **** scan was denied by his insurance which resulted in a balance on the patient's account of $224.10. The patient has been made aware of the balance and staff has went over multiple times with the patient where the balance is coming from. 

  Customer response

  11/01/2022

  Complaint: 18324970
  
  I am rejecting this response because:
  I was told that I would not be billed anything and that's what I relied on.That's what was explained to me. I believe that they lied to me.
  I have never not paid any medical/dental provider in full. I just had another test with a provider, and they told me exactly what I owed before the test and gave me the option to pay overtime or in full. It ended up being an overpayment that I was refunded but it was resolved and there was never any confusion.
  I paid the entire balance. The process was smooth and transparent.
  If some is telling you one thing while youre quickly filling out something on a cumbersome IPAD there may be some misunderstanding.
  It was not a good experience for me, I felt like I was treated like a criminal from the moment I walked into the office. 
  Sincerely,
  
  ***********************

  Business response

  11/02/2022

  The patient was not billed by our office until after insurance paid- we received insurance payment on 9/20/22 of the amount of $187.20. After receiving insurance payment we contact the patient via email informing him of his balance and where the balance was coming from. Only then did the patient bring to our office's attention his dissatisfaction with his visit. The new patient paperwork we give all our patients at check is gone through with each patient before filling out the standard medical history paperwork on our office's IPad. At this time we go over any questions the patient may have and go over their Pre-Treatment Estimate and Financial Policy with them before having the patient sign. The patient signed both the Pre-Treatment Estimate and our office's Financial Policy with his credit card information at his appointment with no issues or questions. 

  Customer response

  11/04/2022

   
  Complaint: 18324970
  
  I am rejecting this response because:
  

  I am rejecting this response because:

  
  As I previously stated I was told that only my insurance would be billed for my initial visit. 

  
  Their letter to me stated that my insurance didn't pay enough. If they knew that was a possibility, then they should never tell someone no additional charge for first visit other than what insurance pays.

  
  It doesn't matter that I didn't tell them I was unhappy with my visit.

  
  I explained my horrible experience with my dentist. He had to answer my questions that Axis was unable/unwilling to. He is finding me another provider.

  Sincerely,
  
  ***********************

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