I appreciated the friendly service I received from the moment I walked in the door. The dentist, hygienist, and office staff were very pleasant. The dentist's bedside manner was very comforting… I felt I would be in good hands.
The services I received were: x-rays, and a thorough examination of my teeth and gums. I was excited about the treatment plan the dentist drew up for me. Immediately I was ready to speak with the office manager about the cost of my treatment plan, and how my insurance would assist in that process.
As I went into the office managers office she was very welcoming...she held a continuing conversation, with myself and the other party I was with, while checking the system for what the cost would be for the work I needed done.
The result of the insurance check was all of the cost not being covered. I immediately began to talk about being able to finance the remaining cost. My intent was to have monthly payments withdrawn from my debit card each month to cover the remaining over a designated period of time… The office manager then begin to ask me questions about my monthly income, place of employment, then drivers license and debit card. Afterwhich she proceeded to run my credit with the third-party lender that the office uses. I was totally unclear that I had to qualify with a third-party lenderto cover any remaining costs, as an option for financing.
I did not qualify, and left the office deeply concerned. I feel like the process should've been more clear concerning any additional financing, and "how" the office makes that possible. If I had known my credit was going to be ran, I would not have let the office manager consider me through a third-party lender for the additional financing. The result was my credit was hit without clear authorization. I feel like this was done without explanation.
To better Aspen, I feel like when an office manager is pulling a patient into his or her office to discuss how the procedures will be paid. The office manager is to then discuss with the patient, if he or she has insurance, that if any additional financing is needed… the patient will have to go through a third-party lender that the Aspen offices use- to qualify for that additional financing. The office manager should be required to discuss 'that detail' the moment the patient sits down in their office. That way the patient is fully aware of the only other financing option (outside of insurance and paying out-of-pocket) Aspen offers. This will save the patient from having their credit ran unknowingly or in an unclear manner.
Thank you
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