Back in November, I had an appointment with my former dentist, Dr. [name redacted]. That office was awesome about calling to remind me of appointments, so I sensed something was amiss when the day for my appointment came and I’d not received any reminder calls. Strange, I thought. So I call the office to confirm my appointment before driving across town. Dr. A[redacted]'s office answered and explained that my poor dentist had had a stroke and had sold his practice to Dr. A__. And would I like to make an appointment. I specifically ASKED, “Do you accept Delta Dental insurance? I have the Premier plan.” “Oh, yes, we take Delta Dental!” replied the chirpy receptionist. Great, then, sign me up.
Yesterday, I show up for this initial appointment. Instead of collecting a copayment, as you do when you SAY you accept insurance, they pinged me for $65 for x-rays, dental exam, hygenist consultation. $20 of that was for a “Chairside Fee” whatever the h*** that is. I asked, again, “What happened to my $30 copay? Why are you charging me $65?” Another girl explained, itemized rather, what the $65 included, and when I handed over my credit card (a medical FSA card), that’s when she informed me that there’s also a $2 charge to use a credit card. Maybe they could have told me that before I showed up. Or explained how their office works when I made the appointment. Or maybe you could have said the actual words out loud, “WE DON’T ACCEPT DELTA DENTAL.” That would have been nice.
First the x-rays: they use this hard plastic thing to put in your mouth, that looks like one of those key fob things you use to unlock your car. I have a tiny mouth, so when she asked me to bite down, the pain was excruciating. I asked if they had a child-sized one they could use on me. She laughed at me and said, No, we don’t have one. I asked, “So you do this to CHILDREN?” Note: I didn’t see many kids in there and the one I did see looked to be about early teenager. The films came out crap because I refused to bite down properly; it hurt too much and the tech had this I-don’t-know-what-to-do-about-a-patient-in-pain deer-in-the-headlights look on her face (pretty much for the entire appointment).
Fast forward to the dental consult. After 3-4 years of seeing Dr. M___ every 4 months, Dr. A__ suddenly and magically finds six cavities and declares that my peridontal disease is so bad, they have to do a full-mouth deep clean,which I just had done about a year and a half ago at M__'s office. They wouldn’t hear of it. What, so you’re telling me that Dr. M__. missed all this in the last three years I’ve been seeing him? And his techs and hygenists were all crap, too? Nobody actually said that, but these people are less than direct with their communication styles, and it was certainly implied.
Hygenist comes back in and presents me with a treatment plan: Give us $1265 for the cavities and another $125 for the deep clean and then we’ll talk about veneers to make your smile all pretty. “Wait (and I’m so stupid I still haven’t clued in yet), why didn’t you run this through my insurance company to see what they’ll cover?” “Oh, well, we expect cash payment from you up front, then we will file the claim for you.” This would have been a third excellent opportunity to say out loud, to the patient, “We don’t actually take insurance.” But that would be tantamount to owning up to unfair and deceptive business practices.
Newsflash to the chirpy chick who answers the phone over there at Dr. A__'s office: When someone asks you if your office accepts insurance, the correct, non-deceptive, non-bait-and-switch answer is, “NO. We don’t. We expect cash payment up front and if your insurance doesn’t reimburse you 100%, too bad, so sad, we get paid anyway.” At no time, at any point in any conversation I had with anyone at this office, did anyone ever so much as suggest that they don’t actually take insurance. They all acted like this was normal, all dental offices work exactly the same way, and I must be stupid to actually expect dental work for a measly $30 copay. They started pitching Care Credit and the hygenist actually begged to clean my teeth. I told them it made no sense whatsoever to pay full price up front for a dental service that is covered 100% by my insurance company. Why would I spend $125 when I could spend $30? Having to apply for Care Credit defeats the purpose of the medical FSA and the dental insurance. Then they asked if I wanted to make another appointment. I told them h*** no and also, would you hand over my chart so I can take it to the new dentist I’m about to search for. “Oh, there’s a fee if we hand it to you. (Because that would be too convenient, right?) If we mail it to that office, there’s no fee.” So I signed the release form and left, determined not to pay another fee for nothing.
Why didn’t I check Angie’s list before my appointment and see this other report? Why didn’t I check the Delta Dental website to ensure that Dr. A___ is one of the preferred providers? That was my mistake and totally on me. $65 is a small price to pay to find out the hard way that this office is all about making money and they don’t care about you or your insurance at all. They make much, much more money collecting straight from patients than they would if they accepted referrals from dental insurance companies – because the insurance companies negotiate the fees down to something more reasonable. I do not have that negotiation power as an individual, which is why I took dental insurance at open enrollment in the first place. It’s a smart business decision on Dr. A__'s part, but really crappy customer service and even lousier patient care.
I liked the hygenist and would have enjoyed being worked on by her. She was gentle and seemed really cool. The x-ray and intake tech acted like I was an idiot for expecting to be operating on accurate information. All of my assumptions stemmed from the fact that, in my initial phone call, I was told that this office accepts my insurance. After that, it was one shock after another as they tried to nickel-and-dime me for services that would normally be covered had I actually checked to insure this was a preferred provider on my insurance company’s list. Again, that was my mistake: I never should have believed the chirpy girl and I should have verified the information she gave me before I booked an appointment.
Unless you have a bunch of cash and you’re willing to take this guy’s word for it on your diagnosis (and this is the last dentist on earth and you have a raging abcess), I wouldn’t recommend this office at all. There are lots of other dental offices all over town who are honest and up front about fees you’re expected to pay, which insurance plans they accept, etc.