Susan Taylor Lance, DDS

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I have always hated going to the dentist, but Dr. Lance and her staff were very warm and friendly. It made my visit a lot less stressful. I will not wait 5 years till my next cleaning again and I have already made my children their first dental appointment!! I would recommend this office to anyone!

New to the area, and noticed offfice, it was typical when making appointment, and provided standard care. During our daughters appointment we were asked to seal the girls teeth, and were told it was 100% covered by our insurance, therefore the sealants were applied. After service, an appointment was made for one daughter to return for fillings, and we received the co-pay bills showing a 0 balance. By the next week, my daughter had the filling, we received and paid our co-pay balance in full.

Nearly a month after the first appointment, my wife received a call, the dentist office requested we pay 50% for the sealants, and or call the insurance company to collect the other 50% for the office. The dentist office charged the ins co, $40 per tooth, a 50% balance of $160. My wife is upset because she asked up frount what was our out of pocket cost, and was told there was none, and then a month later was told three different stories on the phone why she was told at the first appointment it was covered 100%. She asked to have the dentist call her back. She never spoke to the dentist, so sent an email, she explained, that the she would not have authorized the sealants if there was a "possiability" of out of pocket cost, and that this was a mistake, and that we feel it is not our fault that there is now a balance. That our children were starting to get use to the office and that we hoped that it could be agreed that this was a one time unfortunate mistake and that it would not hinder the relationship that was starting between dentist and client. My wife never heard from the dentist except in an email 5 days later. The email proves that we were told 100% at the first appt, and that now the story has changed again, the co-pay balance for the sealants are now going for $70. The email also implied that we are not wanted as clients if we are not going to pay the so called balance on the sealants co-pay. That they would "charge off" the balance and transfer our records somewhere else, if we thought we were being treated unfair.

I have had this insurance for 12 years, and never had anything like this happen before, and have never had a provider be untruthful about co-pays. We asked up front what was our co-pay in order to expect up front cost, we were told there was none, and expect to pay none. My entire family really was starting to get use to the office, we had been there 3 times, and still had 3 more appointment to finish up with before the family was all clear for their yearly dental. We simply expect to be told the truth up front before services are provided about our co-pay, and when mistakes happen, accept that a mistake was made, and to move on. It did not happen in this case, and became a bigger deal then it had to, unfortunately this office is more concerned about $70 then about contuning relationships with clients and working out problems.