1 /5 Rachel Collins: My first appointment with them was in June. I had a difficult decision to make about some work I needed done and was nervous about going and even a little embarrassed. The day of my appointment I felt rushed and left more confused regarding some of the next steps in my treatment plan. I really didnt know what questions to ask so that left me further in the dark but I figured Id take one step at a time from what I WAS told. I was told to make an appointment with an oral surgeon and the call after I had a procedure done to make the next appointment with this office. Ok, so I did exactly that but when I called I was not given a new appointment but was told to fully heal first THEN call. By the time I called again after 3 additional weeks, I was asked if I had gotten a pre-approval for the additional work I needed done....?? This was the first time I heard about needing a pre-approval and by now it is the beginning of August and my first appointment with this place was June 17. So they tell me they will put in for one and then Id hear from my insurance. ANOTHER two weeks goes by and I felt that was too long for a pre-approval. I call my insurance company and thats when I am told there was NO request for a pre-approval!! I call AGAIN and they told me, "Oh, oops. There seems to be a "glitch" and it never went through! Well send it again." I asked how long it would take and was told since it was already late on a Tuesday and it takes 48hrs to send electronically it will be another week. I call my insurance company again to find out how long they would take and they said roughly 3-5 business days from the time they received it from the dentist office. Ok cool. No biggie. A week and a half goes by. We are now at the end of August and I call this office AGAIN and asked if theyve heard anything and I was asked if I had received anything from the insurance or not either and I said no and its been a good week and a half almost two and was told, in an extremely condescending voice, "Oh well, theres your problem. The insurance takes about 2-3 weeks." ARE YOU KIDDING ME???? That was extremely different information from what I was originally told by both companies! I almost lost my cool and asked if there was any way to get started with the next steps anyway because I already know my insurance will cover what I need done and I was told I needed to speak to the office manager about that but she wouldnt be in until the next morning. I called my insurance back and found out that once again there was no pre-approval request!! I also was told that should have been done when I had my first appointment! No work should have been done until I was pre-approved! It is now the week of August 24 when I found this all out. They didnt even have a claim for my first appointment with this office! I didnt even bother calling back and filed a complaint with the insurance company. I also found another dentist to see and I saw them on September 8th and just yesterday on September 10th got a call from the insurance company telling me I was approved for new work! I also left the new dentist office with my next appointment lined up! This place is a joke. Lack of regard for people who solely rely on them to provide accurate information. Unprofessional and incompetent! Lack of communication and the ball is always dropped somewhere. Not cool when youre dealing with peoples teeth and their self esteem. Thanks for making me feel extremely scared and insecure for months.
