Kellogg Endodontics complaints

This patient presented to our office with a referral from the general dentist for to do an evaluation for potential treatment. The only way our doctor can give an opinion is to complete an oral examination, unfortunately fees go with any patient seeing the doctor and him giving his educated opinion. This patient understood and paid the estimated fees for the treatment we do provide before seeing the doctor. Treatment was not indicated at the initial visit so a partial refund was given only keeping the estimated portion for the patients consult only. All documents were sent to the patients insurance company and they state the patient owes our office for services rendered. The patient expressed their feelings of feeling they should not have to pay even though they saw the doctor and have an exam. As a professional courtesy we gave the patient an additional partial refund as it seemed there was a break down in communication between the patient and the general dentist on what services we provide. At that time we also updated the general dentist so this never happens again. The patient stated we should have never seen him but that is not for the front desk staff to decide as they are not the doctor and a referral was given for our office for our DOCTOR to see the patient. We explained to the patient we will never just do a post and core alone prior to coming in. The patient stated he was only coming for a post and we told the patient the only thing we can do is have him come in an have him see the doctor or cancel the appointment. Our front desk staff is not in a position to say what referrals are not to be seen as they are not the doctor. Without the doctor seeing a patient he can't say weather he should or shouldn't see the pt. There is just no way to know until the doctor sees what's going on and why. That requires a patient to be present. The patient choice to still come in and be seen. Pt was also quoted prior to seeing the doctor for the treatments we do preform. The patient signed and paid for the consult and continued to be seen. The patient disputed the charges twice and lost the case as we were not found at fault. We did the only thing we could do which was see the patient and let the patient know what the doctors opinion is. This was done to the best of our ability. I've included all documents signed by the patient before he was seen by our provider, the credit card receipts signed by the card holder prior to the patient being seen by our provider, The card holders ID, the letter to the patients general dentist after the exam was complete, and the Explanation of Benefits from the patients insurance company.

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We strive to please all of our patient here a Kellogg Endodontics. Unfortunately when it comes to the financial side of things we occasionally hit turbulence. Most of these issue are resolved prior to any public disputes when we are given a chance. That was not the case with this patient. It troubles us to know this patient is unhappy with the service we provided. We would resolve the issue today but unfortunately we have open disputes that need to clear. I spoke to the patients wife last on 10/14/24 and she understood then followed with another dispute. These are things we regrettably can do nothing about. The patients insurance company does not find us at fault and sates the patient owes for their visit. The patient credit card company did not find us at fault and stated the patient owes for their visit, and the BBB closed the case as well. The patient filed another dispute with the credit card company and that is still being processed. Whatever there final determination is will be the resolve of this matter. We are still waiting to hear back from the last dispute filled. Our staff has done its best to be to provide professional and friendly service to all, this patient include

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