ComplaintsforMagnolia Dental

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Magnolia Dental Chillicothe OH location. ***** in billing intentionally switched my 2 dental insurances in order to get more money from me out of pocket. I explained to her which was primary and which was secondary. She switched them and didn’t tell me. I found out after receiving a large bill from them. They denied treatment to my son unless he had All X-rays they demanded even though he told them no. They refused to treat him so he agree to the X-rays. Nobody at the dental office explained to him we’d be responsible for paying for all the X-rays since they’re only covered every 2 years. This company has shady billing bin order to get more money from patients. I’m disability retired and don’t appreciate their refusal of fixing billing mistakes they made billing my insurances backwards and refusing to refund me my sons X-rays they insisted on not covered by insurance. My mom, dad and friend **** ******** has also had billing issues with ***** at this location. Think they’re screwing up billing to get more money from patients.

  Business response

  02/22/2022

  In response to your e-mail concerning the billing errors with your account, I would like to give you an update. I spoke with **** @ ******* on 2/8/22 and she advised me of the coordination of benefits rules with your ******* policies. I have corrected this information in our system. I asked **** what I needed to do to correct the billing errors, and she assured me that everything had been corrected and billed. I apologize for the error and for the length of time it has taken to rectify this matter. I did attempt to handle this, but when I called ******* and spoke with ****** he assured me that we had billed correctly.  Once we receive payments from ******* we will be able to determine if you overpaid and refund you. I will send you a print out and make notes to explain which insurance paid. I understand that sometimes the statements can be confusing, so feel free to contact me if you have any additional questions. I have also put ******** on his own account as you requested, and I will send a bill . The reason ******** was on your account is because his information carried over from our old system when you were patients here several years ago.  If you have any other concerns please let us know. As soon as we get any payments from ******* I will update you. Again, sorry for any unnecessary stress this has caused you, we are working to get everything corrected so you can put this behind you.
   Sent this email to ******** in response to an email she sent to ** ****** *** 

   

  Patient had an account balance and felt that I had intentionally changed her insurances. I explained to her that we added her insurance as primary and her husband's as the secondary. ******** had a large balance and was upset about it. I told her that normally she would be her own primary carrier and her husband's insurance would be secondary. I even called ******* on 1-25-22 and this was the conversation:

  ******* Hovell called and asked me to call ******* to confirm that we were billing insurance correctly for ********. I called and spoke with ****** @ ******* , which is ********** insurance and explained the situation to him. I let him know that ******** was disabled and did not work. He confirmed that it did not make a difference she would still be her own primary. Call was recorded on ***** ***

   

  After that I received a call from **** on 2-8-22, this was the conversation:

  I received a call from **** at ******* on behalf of ******** ******. She said that ******* cannot send a letter stating the correct way to bill her insurance, but since she has dual ******* plans and the type of policy she has, the billing is determined by the birthday rule. This makes her husband's insurance primary and her's secondary. According to **** all claims have been rebilled correctly and we should be receiving additional payments once they are processed. Sent email to *******, ****** and Dr ***** to update them on this information. I tried to update account, but it will not let me make changes since payments have been posted. Going forward the correct billing would be ******* insurance as primary and ********** as secondary. **** called from ###-###-####

   

  After I received this information I sent an email to ******** to let her know that things had been corrected according to ******* and we should be receiving additional payments according to her conversations with *******. I apologized for the incorrect billing, and fixed her information in our system. I also sent the attached detailed account breakdown for her and made notes to help her understand everything. I separated her son's account and sent a detailed bill to  him.

   Please let me know if there is anything else you need from me. I apologize for the delay in my response, we have been short staffed.

   ***** ****** ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩