My complaint:
I was in the office this morning and was told that my charge was $276.80. I stated that it could not be that much for a cleaning. The person waiting on me had Lauren to look at my charges I’m assuming. Lauren took over and stated I paid this same amount when I visited the office last September, September the 6th to be exact. I looked up the payment in my checking account and told her that I only paid $47.80. Lauren then stated that I had a credit on my account. I then asked why they held my money, $229, instead of reimbursing me. Lauren stated that it sometimes took insurance companies to pay several months later, 3 to 4 months. If Aspen submitted the paperwork timely, and I assume they did, it would have only been 1 or two months at the most before Aspen was paid. Again, why was I not informed of my credit or sent a check for my overpayment or at least a call asking what I wanted to do, receive a credit or a check.
Lauren stated that she did not understand what I was saying and even accused me of hollering at her. I do not feel like I was. I thought perhaps she had a hearing problem or lacked comprehension as I was explaining this to her. She stated that she could print out my procedures since March of 2023. I asked if I could just pay because I was under a time crunch and the tech was waiting on me. She stated that she need to give me a receipt for my payment and I informed her that I could get it on my way out. She asked that I wait a minute, printed the receipt and then handed it to me. I assume she instead wanted to do it her way.
Not only was I offended as she had me wait time that did not have to be, accused me of hollering, acted as if I was not going to pay and later had someone else to discuss my next visit and being fitted for a crown and also taking one-half payment down on the crown.
Suggested solution:
Cultural competency class for Lauren and her explaining the service at next appointment. I thought I was only there for a cleaning.
