Response from the owner - a month ago
While we were sorry to hear that Wendy felt this way we stand by our diagnosis. Predeterminations can be very helpful to help people plan financially for treatment. However, even if the insurance company had denied the service we would not have changed our diagnosis. Her frustration should be directed toward the insurance company who clearly does not have her son's best interest in mind. Furthermore, her son came to our office with the exact same diagnosis from his previous dentist. We were not the first office to diagnose this problem. When we saw the review we contacted Wendy to try to resolve the problem and the balance. We had previously offered to give her a discount on top of the discount she already received from the insurance. She was very rude on the phone so we no longer felt that an additional disount or further communication was warranted. The account was referred to the collection agency because that is what happens to overdue accounts. We work very hard to give accurate estimates based on the information we receive from the insurance company but they are only estimates and we can never guarantee they will pay as expected. Despite the poor decision of the insurance company we hope he continues to receive the care he needs.