Gen J. on BirdEye
a year ago
05/04/2021, 14:55 PM
Zero Stars! I can write a book about the lack of professionalism of the staff that works at the front desk in the orthodontics department. They are clueless when it comes to good customer service. In addition when you call in for information or to make a request for the services they should be providing the staff is rude and appears annoyed when you tell them why you are calling, furthermore you can never get the same answer to the same question. The last time my daughter had her braces checked was first week in January and was given a follow up appointment for end of February. When we arrived at the February appointment I was told by receptionist that since my insurance had changed that my daughter could not see the orthodontic doctor until they send paperwork to the new insurance company to get approval for "continuation of care". I explained to her over and over and over that her braces were PAID IN FULL prior to switching over to a different carrier. Needless to say that didn't go well, we were refused service and was told they would be in contact. I went home and immediately called previous insurance carrier who confirmed that the contract they had with Smile Krafters was forefille effective January 8, 2021. The following morning I called Smile Krafter and once again asked for an appointment and explained what I was told by the insurance company, The person was very rude, refused to hear me out and refused to schedule an appointment. I called on an average of once a week many times just getting a recording. After 3 months of waiting for them to contact me and 4 months without having my daughter get her braces check I just popped up at the office determined not to leave without an appointment. I explained to the receptionist my issue, she started telling me the bull crap about waiting for approval. I told her that contractual payment has been paid and if she would check her records, or computer or whatever method they use for record keeping it should show that I don't have a balance and waiting for an unnecessary "continuation of care approval" is preventing my child from receiving treatment. At that point I asked to speak to a supervisor. She claimed the supervisor had recently left and she doesn't know when she will return. I told her I will have a seat and wait for her return, actually I as looking forward to providing my insurance summaries that have treatment date, service provided, payment date, amount paid and balance.
The January 2021 summary clearly show a -0- balance. After waiting approximately 20 minutes the receptionist called me to the desk to tell me what I been telling them all along. No apology, instead she said "its been paid but two payments came in after January." That's bull crap!!! My daughter should have been treated when I brought her in for her February appointment period!! She finally gave me an appointment for June, which is a little over 5 months since she lasted saw the orthodontics. smh