I ended up in the ER on the day of my appointment so had to cancel. The doctor answered and was very sympathetic and told me he would have them call to re-schedule my appointment. I really appreciated his compassion At that moment. The staff never called to reschedule me. So, a couple of weeks pass and I call my insurance to discuss the treatment plan that I was sent, they told me they never received it. Hmmm, so what did I have in my email. I called Dr. Kelson's office to ask them to get the official treatment pre-determination, but was met with push back. I told them they needed to get it and send it to the plan. They told me they HAD spoken to my insurance, when I questioned them about the deductible they agreed to submit it. That was over a week ago. I still didn't receive it.
I called yesterday and asked for a copy of my x-rays so I could go elsewhere. I was told they could email them. Great! By 3 pm today I still hadn't received them so, I emailed today, asking them to send the x-rays. I let them know that the inattentiveness from the front office was the reason I wasn't getting my dental work done there. I also mentioned that I couldn't imagine that the doctor knew they were costing him money. I told them to send the x-rays by close Of business. I got a very apologetic and polite call from the doctor. He blamed my insurance plan for what the staff did, told me that my pre-determination was pending in my insurance's system for a couple of weeks (hmm, strange, how did they get the first one so fast if it was official, yet this one is pending for a couple weeks), but most important my x-rays were lost. They weren't in the system. They were gone. Why is it no one called me to tell me until after I emailed? Why did no one call to tell me the pre-determination was pending (which it wasn't, I called my plan immediately after to check). The doctor offered to take a new set of x-rays and give them to me in hand. I declined the offer. I told him thanks, but I'd be going elsewhere. I can't deal with that level of incompetence. It bothers me, besides it would be a waste of my time. The doctor was very polite and apologetic though.
I received my Invisalign from their office back in April. I was a bit nervous but Dr. Kelson and the rest of his staff put my mind at ease. I get my cleanings from there regularly now...not to mention - my teeth are super straight now! The staff is friendly as ever and the vibe of the office is unlike any other "office" I've been to. Very pleasant experience!
Insurance so I wasn't sure. They explained it and I moved on.
Man, I wanted to love this place. I really did. I really, really did. The two stars are for how nice Dr. Kelson and the lady dentist were. Very gentle and informative. The staff was pleasant as well. However, that's where it ends. The office staff is also very inattentive. I went there As a first time patient and got my cleaning/X-rays/details from the dentist on what I needed to have done. I had to force them to agree to send me a "pre-determination" So that I would know what was covered and what wasn't. My appointment was scheduled for two days later so I needed to know right away. I got an email, the next day with a "treatment plan" that didn't look correct. I called to find out this was what my plan sent, I was told yes. I didn't understand it because it said I was responsible for over $1,000 of the potential bill, but I have great dental
William E Kelson Dds Dentist Office is a US Dentist based in Silver Spring, District Of Columbia. William E Kelson Dds Dentist Office is located at 801 Wayne Ave, Silver Spring, MD 20910, USA.
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