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| - I had previously given this dental office a rave review after receiving exceptional treatment and care from the doctors and staff. However, my experience with the billing department of Tempe Modern Dentistry has left an extremely bad taste in my mouth and has literally ruined Christmas this year.
Let me start by saying that I paid according to my agreement, on time and in full, each and every month. I even paid the final balance EARLY. Allow me to recount the issues that started almost right away:
1.) I was told at the time I signed the payment agreement that if I called in to make any additional payments toward the balance owed, the amount of the next automatic payment would be reduced by the amount I paid. The 2nd or 3rd month I called to do just this and was assured my next payment would be less that amount. Auto-payment day rolled around, and the payment taken out of my account was twice what I had expected. I live on a tight budget, so this caused some overdraft issues in my checking account. I called the office to find out what had happened and was told that the company who manages the payments changed their policy to subtract additional payments from the OVERALL balance, not the next payment, as I was originally advised by two different people. An apology was given and a credit was issued many days later. I continued making payments on time and in full until the beginning of December.
2.) I called the office on December 2nd to verify my final payment amount and have them take the payment from my HSA so that I could use the funds normally drafted from my checking account to buy Christmas presents and dinner. I was advised that the account was paid in full and assured that no additional payments would be drafted from my checking account. Feeling elated at paying the bill off, I continued on my merry way.
3.) December 12 rolled around and I received a notice from my bank that my account was again overdrafted. With an angry husband and my own heart hammering in my chest, I checked my bank account. When I checked the pending transactions, lo and behold, another payment of $354.00 was taken out of my checking account. I immediately called the office and was advised a credit would be requested ASAP.
4.) I called back on December 16th to ensure that the credit was going to the correct account. I had so many previous issues that I didn't trust that my checking account was going to be credited. The office manager got on the phone and admitted he had sent the credit to my HSA, but that it was early enough that he could correct this. I confirmed my checking account information and was advised to allow at least 3 - 5 business days for the funds to credit back. On Saturday morning, when I realized I STILL had not received the funds back, I called the office absolutely livid that now my Christmas budget was drained and my bank account was still empty with Christmas only a few days away. The manager called me back within an hour and apologized for the hassle. He was very reassuring in promising he would take care of everything on Monday, even if it meant paying me the money back from his personal bank account. I asked him if I was the only patient who experienced these issues and he admitted that this was not the first time such errors had been made. Perhaps this should be a warning to anyone unfortunate enough to have to set up a payment plan with this office.
So on Monday, I received a call again from the manager who was very excited to inform me that the credit had been expedited and that my bank would receive the funds by 5 PM Monday evening and I should be able to call the bank to confirm the credit on Tuesday morning (today) at the latest. Surprise, surprise, when I called my bank this morning they have not received any credits to my account and didn't see any future credits pending either. So now it is Christmas Eve, my bank account is completely empty due to a mistake beyond my control, and there is nothing I can do but make the best of this entire rotten situation.
To put good patients who pay their bills in full through this runaround and then admit that it happens fairly frequently is NOT good business. Unless you are fortunate enough to carry $2600.00 in cash for a root canal and crown, I suggest you go elsewhere for your dental care. No matter how friendly the staff or competent the doctors are, their billing company stole money from my account before Christmas, and of course, are taking their very sweet time returning it to me. I DO NOT recommend using this dental facility if you are looking for a new dentist. They are happy to take your money but not very happy to fix their own mistakes in a timely manner.
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