ComplaintsforKelley S Kennan DDS

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 23 Feb 23 I received a bill that simply said "Balance Forward" I called the office and spoke to someone who put me on hold, I then spoke to someone who I believe said their name was either Rita or Rina. the conversation deteriorated pretty quickly when they explained that part of it was for ortho, which they acknowledged should be covered by my insurance, but said they still needed to send a bill for money due to me. The remainder, she said "Well I see this conversation is going to go south so I'll just e-mail it" and then refused to explain further. I was hung up on twice by the employees (R and one named Brittney) after repeatedly complaining that they wouldn't just shut up and listen and they kept trying to talk over me. When the doctor finally got on the phone, instead of listening to me, she preferred to make digs like "You're not going to tell me to shut up" when I tried to explain about her employees talking over me. The attitude I received from the doctor was far greater than that from the employees, and I see how they can feel empowered to treaty patients like shit. This is unacceptable. Not only that, but rather than explain the bill, the doctor chose to yell at me on behalf of her employees, and then threaten to call the police if I called again or set foot on the property. All while still trying to collect money from me without explaining the bill other than "Balance forward". During this I even explained to one that this issue was setting off my anxiety, and explained what I suffered from. She literally told me she understood because a family member died in Afghanistan. Apparently, that makes it okay for them to treat a disabled veteran like shit who just warned them that they were acting triggering.

  Business response

  03/14/2023

   

  We apologize for any billing misunderstanding and any anxiety it may have caused you. It is always our goal to be transparent with patients in reference to billing and communicate to all patients in a professional, courteous manner. In my 25 years of practicing dentistry on the Eastern Shore, this is the first time we have found a situation needing the BBB to be involved. We are in the process of upgrading our billing system to better serve our patients and as with any new system it takes time to learn and implement. It was our intent to explain your bill fully. We have made adjustments to your account and have informed you by certified letter. The mutual respect between the patient and the dentist is imperative in order for us to provide you with the highest quality dental care today. In this instance it appears to be lacking.

  We wish you and your family well. 
  
  
  

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