• Report: #925397

Complaint Review: Gentle Dental of West Boca Raton

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  • Submitted: Fri, August 10, 2012
  • Updated: Mon, September 24, 2012

  • Reported By: hbcarson — pompano beach Florida United States of America
Gentle Dental of West Boca Raton
9874 Yamato Rd. Internet United States of America

Gentle Dental of West Boca Raton Gentle Dental of Deerfield Beach Borderline Deceptive Practices, Boiler Room Collector Tactics Internet

*Author of original report: Gentle Dental

*Consumer Comment: How to avoid this in the future

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The following is a email sent to the Gentle Dental Offices:

I must cancel all further appointments.

REASON: I requested an appointment on 07/27/2012 via email. I received a phone call from Paige Gatton (Patient Services Team) to confirm the appointment and receive new patient registration forms. I was sure to ask if Gentle Dental accepted my Insurance, She said she would call the number I gave her and get back to me. She called back and informed me that Gentle Dental did accept my Insurance. On my emergency appointment August 1st., I was charged $25.00 (not a deal breaker) for a routine visit, my bridge was removed, inspected and given a prescription for antibiotics and a pain reliever (which should have been covered by my Insurance, I inquired about charges and was told there was a 25% discount?) and referred to a Oral Surgeon. I was never told I was NOT covered.  August 6th. the tooth was removed and the charge was $255.00 ( extractions
are covered by my Insurance also). As I sat in the Doctors chair, waiting for the Novocain to take affect, an assistant came in with a bill,clipboard,and a pen and inquired how was I going to pay, cash, credit, or debit. Confused,and in severe pain, I thought I was covered by Insurance, I said debit and reached for my billfold/credit card. I was NOT previously informed I was NOT covered.

AS TACTFUL AS A FLYING BRICK, She said it would be easier to pay before surgery than after; as if I were going under for a major operation. She returned to ask about a PIN number or could they run it as credit. Luckily my mouth was numb, I felt as if I had been slapped in the face. Returning again so I could sign the bill, all this before the Novocain took full affect!

I called my Insurance and no claim was filed and that Gentle Dental is not a Provider with my Insurance. I fell I was duped by the person I spoke with that told me I was covered by my Insurance and the Office Staff was aware of that when I was treated on August 1st and August 6th hence the Tactful way of asking for the payment before services rendered and pointing out that my next visit would be $83.00.

Further, the day after,(8am), my bridge was removed I was experiencing severe pain and requested a stronger pain reliever, I was told the Doctor was not in but they would contact him and I had to pick up the prescription in person. I told the office I didnt have access to a vehicle and CALL ME when the prescription was ready to be picked up. After a few hours,(11am),.. NO CALL, I call back, talked to another person, and was told the doctor that was in could sign the prescription but he was seeing patients at the moment, I asked this person to CALL ME when the prescription was signed. At 3:30 pm...NO CALL, I called back and was informed I could pick up the prescription. I arranged a ride to the Gentle Dental Office to pick up my prescription,
much to my chagrin and dismay the prescription still was not signed when I arrived at the office. Perhaps the Terribly Efficient assistance with the bill, clipboard and the pin would have been a better choice to handle the Prescription Issue.

All that aside, the Physicians are TOP NOTCH! Im 63 years old, I have never had a Physician give me a follow- up-call the day after a treatment...NEVER. Both Doctors Dr. Zylbering and Dr. Seider call the day after my procedures and inquired as to my condition and if I required any thing( I complained about the Insurance issue). Above and Beyond, Extraordinary comes to mind. Both Top Notch. My conundrum is, stay with TOP NOTCH Physicians and endure Boiler Room bill collectors and Misinformation or change Dental offices. Meanwhile, to date, I am $ 280.00 out of pocket,( that should have been covered by my Insurance) and must try to recoup in some way.  Reasons for Cancellation/Termination:

1)Borderline deceptive Practices (Tell the patient what they want to hear/get them in the door; we can extract the money)
2)Myopic Business Policies ( get the money now, some will not be back)
3)Boiler Room Bill Collection Tactics (get the payment BEFORE services rendered and at all cost)

After days of negotiations with Gentle Dental they, of course, they except no responseability for this debacle content to lay it on my Insurance Company, which by the way is culpable as well. That said, it does not excuse the "Boiler Room Collection" tactics.

Is shoving a bill under the nose of a Patient, while seated in a dentist chair, in pain, and partially sedated Standard Operating Procedure? 

This report was posted on Ripoff Report on 08/10/2012 10:45 AM and is a permanent record located here: http://www.ripoffreport.com/r/Gentle-Dental-of-West-Boca-Raton/internet/Gentle-Dental-of-West-Boca-Raton-Gentle-Dental-of-Deerfield-Beach-Borderline-Deceptive-Pra-925397. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Gentle Dental

AUTHOR: hbcarson - (United States of America)

As you mentioned, I was in "emergency mode" and didn't "ask the right questions". I bare some of the responsibility for the debacle. That said, the matter of the assistant with the bill, clipboard and the pen, presenting me with a bill while in the dentist chair, bib around my neck, mouth full of novocaine was more than I can take. Inexcusable. My Insurance Company OK'ed the dentist by phone. So you see I am not alone in "asking the right questions". Thank you for your helpful response, It's been a learning, and costly, Experence.
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#2 Consumer Comment

How to avoid this in the future

AUTHOR: Nikki - (U.S.A.)

First, don't ever ask a doctor or dentist if they accept your insurance. Every doctor and dentist accepts all insurances and bills you for what is not paid for. They love that question. The correct question I have learned is to ask "Are you in network with my insurance company?" or better yet, call your insurance company and ask if that doctor is in network. "In network" are the two most important words!

I recently got a tooth pulled at a difference Gentle Dental and was charged $255 too (the 25% discount). Because of your post, I found my insurance company's schedule of benefits online and found I should have only paid $30. I think the reason they are able to charge you $255 is because your insurance company probably has a disclaimer that if you have to go to a specialist, then it is 25% off. At Gentle Dental, the regular dentists do not perform the surgical stuff, they refer you to their specialist that comes in their office once every 2 weeks, hence 25% off rather than my $30 insurance co-payment. Another thing I learned the hard way was when I received the quote of $255, I should have called my insurance, given them the dental code, and asked what I should be charged. They will be receiving a call from me tomorrow.

I saw you mentioned Dr. Seider. That is the surgeon who pulled my tooth, and you're right. He is top notch. I have been stressed for 10 years about pulling my tooth which was completely decayed. I was sure it was going to come out in pieces and Dr. Seider was able to pull it out whole. He made what I thought would be a stressful situation completely stress free. And yes, I did get that call the day after too! 
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