ComplaintsforCincinnati Oral Surgeons

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife, ****** ******, had an appointment for a procedure to remove a tooth fragment from in her gum on the date listed above. An xray of the problem, that I paid ******** 40 dollars, was sent by ******** Dental to Cincinnati Oral Surgeons showing the problem. We arrived for the appointment and I paid $446 before the procedure. ****** was taken to a room, and I waited in the waiting room, some 35 feet from where ****** was. After some 20 minutes, I was called back to the room, and the doctor went into a rather long dissertation about all the possible issues with this situation. Finally, after 20 more minutes, my wife got up and said she was leaving. We left and the next day, I called the office and asked that, since the procedure was cancelled, and there would be some charges for the time spent there, they could simply refund the difference to me with a check sent to my home. I now received an email from Metlife, my dental insurer, saying that the claim was denied, which I expected. However, the claim was for $541, which I did not understand. I called the office to get an explanation and was told that there was some MRI done, while I was in the waiting room. That wasn't disclosed to my wife, nor to me. The office manager who called me a short time ago said that the notes from the doctor state that this was disclosed. I spent 20 minutes with her, the doctor, and a nurse, and nobody told me that a MRI was done and it would cost me an extra 100 dollars. Actually, the doctor kept talking about possible problems that could happen in the future to the point that decided to leave. my wife I do not believe I am being treated fairly. I never was asked about extra charges, like the MRI. I expected to pay the 446, but did not expect to pay hundreds more. Why someone could not ask me is baffling. My wife is 88 years old. Don't you think that it's prudent to mention something like this to her husband? Claiming to tell an 88 year old woman that she was told about extra charges of over a hundred dollars seems pretty ridiculous to me. She didn't make out the check when we arrived. I have power of attorney for healthcare for her, and have had that for 42 years. Yet, nobody says anything to me, and I only find out when Metlife contacts me with the claim information. The office manager started on the HIPPA and medical stuff, and I told her that I was authorized by Trihealth, Christ, as well as the POA to be told any and all medical information. How a reputable business can claim that the only authorization they needed was from an 88 year old woman with hearing problems to add 20 or more percent to a procedure, which didn't even happen, is stupid. They didn't use any novacaine, didn't do the tooth particle extraction, didn't give any antibiotics, nor any prescription for pain. Yet, I am on the hook for 20 percent more than the procedure would cost. I will not be satisfied with anything less than something credited and sent by check to me. I understand that something would need to be paid to them, but the procedure wasn't done and some of that $446 should be more than enough to cover normal expenses of her time at the office. Their claim of an MRI is beside the point, because it wasn't disclosed to me before doing it. As far as Cincinnati Oral Surgeons billing me for even more, I absolutely do not accept that. Please investigate and let me know what you can determine. Thank you for your time and efforts.

  Business response

  12/20/2023

  I am sorry that Mr. ****** is unhappy and had a bad experience.  The doctor did take a CT which was required to properly diagnose an on going issue that the patient was having from a previously extracted tooth which was done in a different practice.  The administrative team  did not know prior to the patient coming in that this was going to be necessary.  It was explained what they were doing prior to the CT xray being taken.  I am sorry that the spouse was not in the exam with the patient.  We routinely do not assume that due to a patients age (unless they are a minor) that they are not able to make decision and give consent.  Had we been made aware that the patient was not able to make her own decisions we would have made sure the spouse was aware and in the room during the exam.  After I spoke to Mr. Murray we did discount the remainder of his balance and he has not been billed for that balance.  We wish the patient the best and hope that they receive the treatment and care that they need or are looking for. 

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. I however am disappointed that the check that I gave them for the procedure, which was not even started, was an overpayment. I am willing to take the response that I will not be billed for any more charges to put this to rest. This organization did not communicate to me, and the only time that I have had a response was when I initiated this complaint. 
  
  Regards,
  
  ******** ******
  

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