Billing Nightmare

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#1 Post by **Pixel Witch** » Thu Apr 10, 2008 8:57 pm

Okay.

To cut this down, I will do a timeline.

- I pay my ortho bill every month, on time.
- In Aug 07, I receive the monthly ortho email newsletter which states that online payment via website is now live.
- I pay Aug 07 bill online.
- I pay Sept 07 online.
- In September, I notice on my online acct that Aug/Sept payments haven't posted. I call in and let the billing person know, who assures me it will be fixed.
- Just in case, I pay November and December via check.
- January 08, I receive a letter stating my account is delinquent. I check online and note that only one of the two payments has posted to my account.
- I bring a printout of my bank statement to my January appointment showing those two payments so they can call the bank and verify. I am told it is taken care of.
- I pay Jan/Feb via check
- March, I get a phonecall stating I am delinquent. I get a little angry and inform them of our last conversation and that I already brought my bank statement. I have an appointment the next day and write down the information for the payment that still isn't credited to me and bring it in. The first words out of the receptionists mouth are to inform me I am delinquent. I ask if they communicate because I have been doing this since September. I give her the information.
- I get a call the next day stating I need to send them a bank account printout (which shows the exact same information I have given them TWICE).
- I write a letter detailing all of the history since September, a bank statement with the information (AGAIN) and my March payment. I send this certified mail.
- Yesterday, I get another phone call informing me that I am delinquent and because I continue to be delinquent I need to pay up NOW or they will take action.

I have not called back. I am LIVID.

I moved away from my ortho in November and have been making 100 mile round trips for my adjustments.

I am about ready to tell them to buzz off and find an ortho close by. I already have three consults scheduled over the next couple of weeks and depending on how they go, I am ready to go to my next adjustment and inform them it will be my last time in and close out my contract.

I really don't have time to continuously deal with this stuff, I work 40 hours a week, and I have class and a household to run. I don't have the energy anymore to keep giving them the same information over and over again.

My husband is telling me to just deal with it, but what are your thoughts.

I am at my breaking point

#2 Post by **Karan's Mum** » Fri Apr 11, 2008 3:53 am

Hi,

I'm really sorry to hear your problems. I too have a problem, I haven't got my bills yet for my braces. It's been almost 3 months and all I get is two 60 euro bills for my monthly appointment.

its really weird.

#3 Post by **lilblackdress** » Fri Apr 11, 2008 9:47 am

Several thoughts come to mind:

1. The main issue appears to be that they do not have a record keeping system that acknowledges that you have made your payments. For some reason, they're not keeping track each time you verify with them that you have made your payment. If you continue seeking treatment there, ask for the billing manager to write a letter to you that states your August and September payment has been verified and that you account is in good standing. Ask them to keep a copy of the letter from the billing manager in your files. Then, if for some reason they decide that you still haven't paid your August, September bill, ask them to take a look at the letter. That should fix it.

2. Tell the orthodontist or the billing manager that you are tired of having to explain to them every month that you have made your payments on time and that you are not delinquent. Tell them that you are considering getting treatment elsewhere since they cannot keep up with your records. I can't imagine any orthodontist who'd be willing to let a *paying* customer go, simply because the administrative side can't get their act together.

Good luck. Let us know how it works out for you.

#4 Post by **Marguerite** » Fri Apr 11, 2008 7:25 pm

Yeah, just get a new doctor. And take a deep cleansing breath. Don't take this situation personally, because I'm sure their incompetence will end up alienating a good portion of their client base. Not to make excuses for them, but a lot of medical practices outsource their bill collection, especially for "delinquent" accounts. So it might be a miscommunication issue, between your doctor's office and some third party. Getting a new doctor will probably cost you extra, but you might be able to save some money by having your records transferred, etc. and at least you won't have to spend money on gas by driving 100 miles roundtrip. btw I was totally serious about the deep cleansing breath and that goes for everyone reading this

.

#5 Post by **ACoach78** » Fri Apr 11, 2008 9:45 pm

I'd tell them that if they can't get their act together than you're going to be forced to take action. First, you're going to talk to a lawyer, second, you're going to file a formal complaint with the local better business bureau, and thirdly, you're going to write to the local paper about their inept ability to keep track of your account and poor customer service.

Don't be passive on this one. Get firm with them. This is your money that they're essentially losing and they're trying to make you look bad and damage your credit on top of it.

If they don't listen, then get on the phone with a lawyer. They'll get their act together in a hurry.

#6 Post by **Pixel Witch** » Sat Apr 12, 2008 9:21 am

Well, they do take care of all of their billing in-house. You would think that would make it easier for them, but I guess not.

I actually used to be an accountant, and have a vast amount of experience in AR. I know that sometimes payments get lost and I also know that it takes less than five minutes to call a bank with the customer's transaction information and verify that they did in fact, give us money.

So I guess I might be a bit more intolerant at the run around I am getting, as it seems their current billing person either has no clue what she's doing, or she's just lazy and it's easier for her to bug me rather than do actual work.

My next appointment with them is on Wednesday, so I will see what happens and go from there. I already have a folder ready with everything detailed out, more copies of the transaction, etc. I'm going to show up early and make sure they deal with me before I go in the back to get adjusted and if I get the run around again, I'm just going to sever my relationship and find a new ortho among my current crop of (very highly recommended) consults.

#7 Post by **Pixel Witch** » Tue Apr 22, 2008 6:36 pm

Well, this issue has supposedly been resolved, I am just waiting on the confirmation letter to arrive.

I am still going to my last consult as the office is around the corner (walking distance) and I practically begged for an opening in their busy schedule, heh.

#8 Post by **Luella** » Tue Apr 22, 2008 7:32 pm

Yeah that's ridiculous! I would absolutely DEMAND to speak to the Doctor and tell him how upset you are at his lousy staff. The Doctors I work for would fire someone (or more than one someone) over a 7 month mix-up like that! I would also type up a time line with employee names if you have them so he can have it in writing.