ComplaintsforHealthDrive Dental Group

• Initial Complaint

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mother is in a memory care facility and received treatment from this company. I received a bill from her services in September 2021, I paid the bill and have proof of the canceled check. I later received another bill for the same treatment that I had already paid for. I have attempted to call the company many times but cannot get through to anyone. I have left multiple voice messages but still have not heard back. Now this week I have received yet another bill for this September 2021 appointment that was paid for last year. They tried to talk me into 3 month cleanings for my mother which I refused and now I am very happy that I did. This is very frustrating that I keep getting a bill that is already paid over a year later.

  Business response

  11/21/2022

  Response to complaint 18401283:
  
  We spoke with the complainant today and believe the matter is settled to their satisfaction. The payment they made had been designated a credit balance and was not applied to an open charge. That has been corrected 
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over this past year, both my octogenarian parents' health has failed. This required me to move both of them into assisted living, (first my mother in August of 2021 and later my father. To make it easier for them to manage their health appointments, we (my parents and me as POA) determined it would be best to use the dental provider that comes directly to their facility, Healthdrive Dental Group. In December of 2021, my parents both received dental cleanings from Healthdrive Dental Group. Both have dental issues that require regular cleanings multiple times a year. They have private dental insurance. In March, my father requested a dental cleaning set up through assisted living for both himself and my Mom, he was denied with no reason given. It took two months to find out, with the assistance of the assisted living staff after multiple calls to Healthdrive Dental Group that my parents did not pay their invoices. As it turns out, Healthdrive Dental did not bill my parents' dental insurance. The assisted living staff called Healthdrive and put my parent's dental insurance on file Healthdrive Dental Group and were told that my parents would be rebilled through their insurance. I now have provided Healthdrive Dental Group will all patient information by phone and by email (as instructed by the info on their invoices). By ****, after more calls, the Assisted Living staff said a manager at HealthDrive Dental stated that invoice corrections were made and that dental appointments could be scheduled. Again, after 3 weeks, no invoices were received. Assisted Living staff reached out again at the beginning of JULY and I sent an email. We received invoices on August 29, 2022, again AGAIN BILLED INACCURATELY. For 8 months I have tried to resolve issues by phone and email myself and with help from the Assisted Living staff and it STILL remains unresolved. NO ONE from HealthDrive Dental Group has responded to me or my parents in any way about these concerns.

  Business response

  11/30/2022

  Complaint Number ********
  Thank you for giving us the opportunity to respond to the above-referenced complaint. We respectfully dispute the Complainant’s allegations that we: (a) Did not bill her parent’s dental insurance; (b) that we billed incorrectly; and (c) did not respond to her concerns. Our records show a different story.
   
   
  •                     Complainant’s Mother. Because of HIPAA considerations, she will be referred to by her patient number, ******. She was enrolled with our dental group on November 1, 2021. At the time of enrollment, no dental insurance information was provided, so she was treated as Private Pay (Attachment 1). She was seen by a Dentist on December 30, 2021. Because she was private pay, an invoice was sent March 23, 2022 for $151.00. Responsible Party informed us on June 16, 2022 that the patient had a policy with Delta Dental and provided policy information. The charges from the earlier visit were sent to Delta that day and are still pending. No invoice
  s were sent to her after we were notified of her Delta Dental policy (Attachment 2). The patient was also seen September 11, 20222 and all charges from that day were billed to Delta. All claims are currently pending with Delta and the patient does not have a balance at this time. However, it’s possible that she will have a balance, but that depends on what their Delta policy will or will not cover. If any balances remain after Delta processes the claims, they will be written off this time.
   
   
  •                     Complainant’s Father (Patient number ******). As with his wife, he was enrolled November 1, 2021. No insurance information was provided for him either, so he was also treated as Private Pay (Attachment 3). He was also seen by a Dentist on December 30, 2021. Because he was private pay, an invoice was sent March 23, 2022 for $151.00. No payment was received, so another invoice was sent August 19, 2022. Responsible Party informed us on August 30, 2022 that the patient also had 
  a policy with Delta Dental and provided policy information. As before, the charges from the earlier visit were sent to Delta that day and are still pending. No invoices were sent to us after we were made aware of his insurance (Attachment 4). The patient was also seen September 11, 20222 and all charges from that day were billed to Delta. All claims are currently pending with Delta and the patient does not have a balance at this time. However, it’s possible that he too will have a balance, but that depends on what their Delta will or will not cover. If any balances remain after Delta processes the claims, they will be written off this time.
   
   
  Please feel free to contact me if you have any questions or need additional information.
   
    **** *********

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