• Report: #993211
Complaint Review:

Ripoff Report | Retriever Medical Dental Payments

  • Submitted: Tue, January 08, 2013
  • Updated: Wed, November 19, 2014

  • Reported By: Dr. S — Waltham Massachusetts United States of America
Retriever Medical Dental Payments
Internet United States of America

Retriever Medical Dental Payments REVIEW: Retriever Medical Dental Payments endorsed by major medical & dental societies nationwide. Retriever Medical Dental Payments program taught at continuing education seminars at various professional societies.
*UPDATE: Retriever Medical Dental Payments pledges commitment to always improving operations by joining Ripoff Report’s Corporate Advocacy, Business Remediation & Customer Satisfaction Program. A program benefiting consumers by increasing confidence when doing business with member businesses. Retriever Medical Dental Payments recognized by Ripoff Report Verified™ as a safe business service.

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....Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to Retriever Medical Dental Payments, Inc. for its commitment to excellence in customer service.

Ripoff Report’s discussions with Retriever Medical Dental Payments, Inc have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Retriever Medical Dental Payments, Inc. listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

Retriever Medical Dental Payments, Inc.'s principal, Mr. Frank Shiner states, “I want our clients to consider these facts:

  • The cost of billing a patient is between seven and nine dollars per bill in administrative time, postage and supplies.
  • A doctor's office must send out an average of three statements to get one back paid.
  • The number one way a doctor loses a patient to another doctor is to allow that patient to owe money because the patient becomes embarrassed or angry and leaves the practice. It is important to note; studies show the average patient will refer as many as 8 other patients to a practice. However, this can only happen if the patient is on good terms with the practice.
  • Consumer surveys show that vacations and charitable contributions take precedence over payments owed to doctors.
  • Retriever has the only program, nationwide, which solves these and other problems that are specific to running a healthcare facility. We show the doctor and his or her staff some simple techniques to help them either get paid at the time of treatment or at least guarantee payment using the patient's existing credit card. We accomplish this with customized, copyrighted support materials, six ways for a practice to accept credit cards and a small dose of simple psychology. The program is so successful that Retriever guarantees their clients will experience a 75% increase in payment by cash, check or credit card at the time of the patient's treatment. Another testimonial to the effectiveness of this program is that it is endorsed by some of the largest Medical, Dental and Chiropractic Societies from coast to coast.”

The information provided in this report below is based on comments made by Frank Shiner during an on-site inspection held by a third party verification company with no biases toward Retriever Medical Dental.

Retriever Medical is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

Retriever Medical Dental is a company specializing in assisting medical and dental offices with cost analysis and compliance. Leads are acquired through word of mouth, through endorsements by doctors’ offices across the country, and through the continuing education classes that are taught by Frank Shiner, a representative of the company. The sales process starts with the sales representatives scheduling an appointment with the medical office to meet with the office manager and conduct a cost analysis. Detailed information is discussed, such as areas where the medical office may need some compliance consultation, making sure they’re following PCI payment card industry rules and properly securing patient data to comply with HIPAA regulations.


Retriever Medical Dental Payments, Inc. Customer Care & Complaint Resolution

At times, a customer may have a complaint about the service they receive. “Fortunately, we have very few issues,” states Mr. Shiner. “The one issue that will come up more often is that a salesperson from another company will come to one of our merchants/doctors’ offices and promise them more savings. We have a guarantee that we will beat any written offer or they could leave at no cost or penalty.” In these situations, Mr. Shiner or a sales representative will contact the medical office to discuss the competing offer and determine if Retriever Medical Dental can lower their cost to beat the competing offer, and if they cannot, then they give the customer the option to cancel with no penalty. “These issues are actually quite simple, so once they’re resolved, they are resolved. The client gets a statement from us every months with the customer service number. They have a local representative that occasionally will stop by and just make sure everything is okay and I know they have a direct pipeline through e-mail and telephone for any help they need. What we found is once that issue is resolved, it is permanently resolved,” explains Mr. Shiner.

Mr. Shiner explains that this policy is in writing on every billing statement sent monthly to the medical offices, explaining that Retriever Medical Dental will beat any other written offer or the cancellation fee is waived. “All we ask of [our customers] is that if a competitor comes in with maybe false rates, let us do an analysis for you and then at that point if we cannot beat their offer… we dissolve the contract at no cost or penalty,” states Mr. Shiner. “We’re very up front with them when we first sign them up – that is our policy.”


Since receiving a complaint via Ripoff Report, Mr. Shiner explains that they are focusing increasingly on heightening awareness. “There are people that think that Retriever Medical Dental is somehow affiliated with the defunct company called Retriever Payment Systems. We have no affiliation whatsoever with them, so there’s complaints online from that old company. We also heighten their awareness of our policy that all you need to do is allow us to compete, and allow us to do a cost comparison and you’ll never have a cancellation fee of any kind,” he states. Mr. Shiner further explains that he can only recall four issues, and of those four, three have stated that they feel the issue is resolved, are satisfied, and continue to be customers of Retriever Medical Dental. “There’s only one out there that we can’t even reach to talk to. We have suspected that it was prompted by a competitor. That original complaint, we’re very sad with. There are letters online on Ripoff Report that state that we have done everything, and they’re still our customers,” he states.

Mr. Shiner and the team at Retriever Medical Dental recognize the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for clients and businesses to interact and resolve issues. “The reason we’re part of the program is because it’s a great forum for customers to air any issues they may have with any company, but we can use it as a forum for ourselves to get our great customer service message across, as well,” he states.

Retriever Medical Dental Payments, Inc. / Statements from the owner

"Our award winning management team has developed the largest healthcare ONLY processing company in the country. Our senior management team has over 50 combined years of experience in the bankcard processing industry. Our founder began as an independent sales person who recognized a special need in doctors’ offices over 20 years ago. He developed our program over many years and had it copyrighted. Since that time, Retriever Medical / Dental Payments has grown to the point where we now reliably process 2 Billion in doctors’ credit card transactions annually; making us the largest credit card processor, worldwide, that is exclusively dedicated to the healthcare industry. We have developed the ONLY copyrighted proprietary support materials and practice management tools. We have also pioneered the most effective way for the healthcare community to achieve payment at time of treatment.” ~ Mr. Frank Shiner

Retriever's practice financial management program has been used as a continuing education course by major medical and dental associations across the nation.


Retriever Medical Dental Payments, Inc. recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s review Retriever Medical Dental Payments has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our review, which included discussions with Mr. Shiner, Ripoff Report is convinced that Retriever Medical Dental Payments, Inc. is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.



Retriever Medical Dental Payments This company is very misleading, charged more than what they stated monthly, did not see VERY small print stating cxl policy. Was never explained or offered any of this information. Paid $700.00 to cx Internet

This company is very misleading, deceptive and unprofessional. Had a man named Kevin come in and "convince us why" Retriever was better than any other credit card processing service. Rushed through the signing of the contracts. Was charged a fee before I even started using service. Was never told about cancellation fee. Finally after being overcharged (more than what was told when they reeled me in" I decided to cancel. Paid $700.00 to get out of contract. Then I receive a phone call from a man named Thomas 708-364-1540 telling me we owe $68.00 for 2 months or we will be shut off". I told him we no longer use their service, we cancelled. He stated you cannot cxl I said we did and we paid $700.00. He then states that it is $1400 to cancel (after just telling me that we cannot cancel). This company needs to be a little less misleading and deceptive. Dont hide the fees put them in large print so that consumers are more aware. Extremely dissatisfied.

This report was posted on Ripoff Report on 01/08/2013 08:39 AM and is a permanent record located here: http://www.ripoffreport.com/reports/retriever-medical-dental-payments/internet/retriever-medical-dental-payments-this-company-is-very-misleading-charged-more-than-wha-993211. 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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Updates & Rebuttals

#1 REBUTTAL Owner of company

Thank you for retracting your statement and for attempting to delete it. Unfortunately, once a post is made, it can never be removed:

AUTHOR: F. Shiner - (United States of America)

Dear Doctor:

I am very happy that we were able to speak.  As I made you aware on our phone call, you never had to pay any fee. All of our rates and services are fully guaranteed. I am certainly looking forward to a long business relationship!

For other readers, I would like to highlight our guarantee:

Our Guarantee states:


We are so proud of this unique guarantee that we put it in large bold type on our agreement and all monthly statements that go out to our customers. You will be hard pressed to find any company in the industry who will give such a guarantee.  This is why we have 50,000 healthcare clients and why we maintain an A+ rating with the B B B after 24 years of business.

I encourage you to visit our website at www.retrievermed.com and read about our products and services.  We process for doctor's offices only...we do not do retail store processing. We have customized features and rates that we keep exclusively for healthcare offices.

If there are any questions or concerns, feel free to call my office at 800-337-3630.


Frank Shiner

President and CEO

Retriever Medical / Dental Payments, Inc.

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#2 Author of original report

Retracting my first statement

AUTHOR: Dr. S - (United States of America)

I had a phone call with the president of retriever medical and dental we had a good lengthy conversation. At this point I would like to remove my report. After his explanation I could see his side of the story. I will be giving this processing company another chance.
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