Monarch Dental

I am writing to formally address an unexpected billing issue that has recently come to my attention. On January 16, 2024, I received a statement indicating an outstanding balance of $487.00 for services rendered to my daughter, Naomi. This notice was surprising, given my understanding that all accounts related to Naomi's orthodontic treatments were settled in full, and she has not received any services from your establishment in recent months.

Upon receiving this bill, I promptly contacted your office on January 17, 2024, seeking clarification. A representative informed me that the charge was associated with a dental appointment dated January 7, 2022. I expressed my concern during this conversation, highlighting that my dental insurance coverage has been continuously active without lapse, and such services should have been fully covered.

Further investigation with my insurance provider, Moda Health, revealed that the billing discrepancy stemmed from incomplete claim information submitted by Monarch Dental. Moda Health advised that the necessary corrective action would involve Monarch Dental either providing the missing details or absolving the charges.

Despite multiple attempts to resolve this matter directly with your office on January 17, 19, 24, 30, and February 13, 2024, my efforts were met with unfulfilled promises of callbacks from management. It was not until February 20, 2024, that I was able to discuss the issue with a manager, who informed me of a claim resubmission that was ultimately denied due to filing beyond the permissible period.

This situation has placed me in an unjust position. My insurance representative, Amy, confirmed that Monarch Dental had initially submitted the claim on January 11, 2022, but failed to include essential billing address information. The claim was sent in as two separate claims. One had a claim with a picture of an x-ray for $130. The other was a 17-line-item claim. Both claims were for the January 7, 2022, appointment. Upon receipt, the insurance company notified Monarch that for the claim to be approved, a billing address location was required. After not receiving a timely response from a Monarch representative, Moda Health sent a subsequent notice on January 18, 2022, stating Monarch had 15 days to provide the required information. A Moda Health representative confirmed that Monarch representatives did not respond to the request for information within the 15-day window, or there after prior to December 19, 2023, and thus the claim was deemed closed/pending on February 8, 2022.

A subsequent attempt to correct this error from Monarch was made on December 19, 2023, well outside the standard one-year filing deadline, resulting in denial due to untimeliness on December 30, 2023.

It is my position that the responsibility for this oversight should not fall to me, the patient, especially considering the administrative nature of the error and the significant delay in claim submission by Monarch Dental. This lapse in administrative diligence has resulted in undue financial burden and stress.

Therefore, I respectfully request that Monarch Dental reviews this matter thoroughly, considering the outlined circumstances and the information provided by Moda Health. I urge you to take appropriate action to rectify this billing error by removing the unwarranted charges from my account.

So I was given an appointment for 7:30 am on oct. 6 2023, but the only office didn't open until 8:30 am. I get in and they say the doctor is running late. He finally arrived about 9:45, he came to the room and just started to prepare for treatment, never say I apologize for being late nothing. So i'm already mad cause I was given this card that clearly say 7:30am. Then I have to sit and wait for you and you are late... So I told him how I felt and he just ignored my feelings about this type of treatment I have received by this staff... And because I complained, now I have to wait for a month 11/02 before I can get the service I need... I feel that this is unprofessional and I really would like to go somewhere else because if you don't care for your patient no better than this you don't deserve to get paid for such unprofessionalism... I have the appointment card to show proof. The staff here needs retraining as so does this doctor...