Re: 2/24-3/24/03 - [Family Dental Care] WPCO: Dental Investigation; State Gets Involved; Family Dental Care Followup
February 24: Dental Investigation
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Reported and Web Produced by: Hagit Limor of the I-Team
Updated: 02/25/03 11:07:15
WCPO anchor on set: Tonight, an I-Team investigation into one of the larger dental practices in the Tri-state. Patients say what started as a simple visit to the dentist turned into a battle over money.
WCPO anchor on set: Hagit Limor has been looking into this.
Hagit Limor, I-Team reporter, on set: The patients say they got bills way beyond what their insurance spelled out and when they tried to straighten out the problem, they met with a wall of voicemails, unanswered calls and just plain frustration.
I-TEAM BONG.
Rebecca Benoit, on camera, talking to her son: "Spin. See what color you get."
Hagit Limor, I-Team reporter, voice over video: Rebecca Benoit enjoys spinning the wheel with her son. for more than a year she felt she was spinning her wheels with her dentist.
Rebecca Benoit, on camera, talking to Limor: "They don't care about the customer or the patient. They care about their money."
Hagit Limor, I-Team reporter, voice over video: Steve Francis summarizes his experience this way...
Steve Francis on camera: "It just doesn't seem right."
Hagit Limor, I-Team reporter, on camera: And Dick and Dorothy Kutchera don't even need words. Each of these people should be "smile-ing" -- that's the slogan for Family Dental Care Associates, one of the largest dental practices in the Tri-state, with offices in Symmes Township, Western Hills, Tri-County and inside the Sears stores at Eastgate and Northgate malls.
Francis went to the Northgate office, the Kutcheras to Tri-County and Benoit to Symmes Township yet their stories sound remarkably alike.
Steve Francis on camera: "Most every one of the complaints were for the same thing, billing errors."
Rebecca Benoit, on camera: "They continued to bill me for monies that I did not owe them."
Dick Kutchera, on camera: "I said, 'Well, how can you bill us that much?' And they couldn't make any explanation of it at all."
Hagit Limor, I-Team reporter, on camera: What you've just heard is the tip of the iceberg. The I-Team's found 125 complaints to the Better Business Bureau involving Family Dental Care Associates, the vast majority over billing disputes.
Dick Kutchera, on camera: "This is the bill we got the first time."
Hagit Limor, I-Team reporter, voice over video: The Kutcheras say they made it clear before their appointment.
Dick Kutchera, on camera: "We have a $5 co-pay. We want to know. We want to get the work done that was covered by the $5 co-pay. And that's what we expected."
Hagit Limor, I-Team reporter, voice over video: But that's not what they got.
Dick Kutchera, on camera: "This is the actual billing we got. You notice it's for $288."
Hagit Limor, I-Team reporter, voice over video: Their protests led to what they considered threatening letters to turn them over to a collections agency.
Dick Kutchera, on camera: We do not, to our knowledge, have any credit problems. We've never had any credit problems.
Hagit Limor, I-Team reporter, voice over video: Afraid to mar their record, they ended up paying $210.
Dick Kutchera, on camera: That's terrible! We're senior citizens. To come up and pay that. It rubs you the wrong way."
Steve Francis on camera: "I take that very personal 'cause I work hard for my money."
Hagit Limor, I-Team reporter, voice over video: Steve Francis says his dental plan is clear. For a cleaning Humana pays 100%. You pay 0%. But he says he and his wife were forced to pay $100 before they could leave after their appointment. The dentist's office called it a deductible.
Steve Francis on camera: "I check with our HR people at work and they said, 'No. That's covered 100%, what you had done.' So they faxed a copy of the insurance policy to these people and then started the chase for my money."
Hagit Limor, I-Team reporter, voice over video: He got it back eventually.
Steve Francis on camera: "But it took a lot of phone calls. They billed me anyway. They billed my insurance company for the same thing they billed me for. In my heart I honestly think that it's a way to get double paid."
Hagit Limor, I-Team reporter, voice over video: Rebecca Benoit says that's what happened with her, that she and her insurer ended up overpaying family dental care associates.
Rebecca Benoit, on camera: "I was very irate and very unhappy."
Hagit Limor, I-Team reporter, voice over video: Benoit says she shouldn't have had any problems. her insurer spelled out what it would pay and she would owe, before any treatments.
But Benoit says the dentist's office kept billing her for more.
Rebecca Benoit, on camera: "And I would call them each time I would get a bill from them. I would have to leave a voice mail. The phone calls would not be returned."
Hagit Limor, I-Team reporter, voice over video: Then, like the Kutcheras, she got the warning letters.
Rebecca Benoit, on camera: "'This is your last and final warning. If you do not pay this statement, this bill, we will turn you over to collections.'"
Hagit Limor, I-Team reporter, on camera: Were you surprised when you heard from a collection agency?
Rebecca Benoit, on camera: "Absolutely. I've never been contacted by a collection agency. We have -- my husband and I -- have very excellent credit ratings. We've never had any problems. We've always paid our bills on time."
Hagit Limor, I-Team reporter, on camera: Incensed, Benoit went to Family Dental Care's corporate headquarters in Symmes Township and insisted on a conference call with her insurer. It turns out MetLife also thought it overpaid. It sent Family Dental Care this letter saying the dental practice owed MetLife $158. The dentist's office eventually called Benoit to say...
Rebecca Benoit, on camera: "... that I had overpaid, that I had overpaid them, based on the claims from MetLife. But they still have not removed me from the credit bureau report. And I finally have just given up."
Jocile Ehrlich, Better Business Bureau President, on camera: "Yes it does concern us, and this is something that we have been working on for a number of years."
Hagit Limor, I-Team reporter, voice over video: Jocile Ehrlich says operators here are plenty familiar with Family Dental Care Associates.
Jocile Ehrlich, Better Business Bureau President, on camera: "They do have an unsatisfactory record with the Bureau."
Hagit Limor, I-Team reporter, on camera: "What has been the response of this company when you've called about these complaints?"
Jocile Ehrlich, Better Business Bureau President, on camera: "We have sent them complaints that they have chosen not to respond to us."
Hagit Limor, I-Team reporter, on camera: "Do you consider 125 complaints to be an extreme number?"
Jocile Ehrlich, Better Business Bureau President, on camera: "One hundred twenty-five complaints is an extremely high number."
Hagit Limor, I-Team reporter, on camera: "What would be an average for another dental firm?"
Jocile Ehrlich, Better Business Bureau President, on camera: "None. One maybe."
Hagit Limor, I-Team reporter, voice over video: For weeks, the I-Team's been trying to get the other side of the story from the dentist who runs Family Dental Care Associates, Dr. J. Michael Fuchs.
Person answering the telephone at Dr. Fuchs' office: "Can I help you?"
Hagit Limor, I-Team reporter, on camera: Well, I was looking for Dr. Fuchs.
Person answering the telephone at Dr. Fuchs' office: "OK. He's in a meeting."
Hagit Limor, I-Team reporter, on camera: I understand that. I was trying to make an appointment. Is there anyone with whom I can make an appointment?
Person answering the telephone at Dr. Fuchs' office: "Well, actually you can call back later."
Person answering the telephone at Dr. Fuchs' office during a different time: "Family Dental Care Associates. How may I direct your call?"
Hagit Limor, I-Team reporter, on camera: Hi. This is Hagit Limor calling Dr. Michael Fuchs. He asked that I call at this time.
Person answering the telephone at Dr. Fuchs' office during a different time: "He's not in."
Hagit Limor, I-Team reporter, voice over video: So we tried him at home.
Hagit Limor, I-Team reporter, on camera: "When can we discuss this?"
Dr. J. Michael Fuchs, on telephone: "Uh, how about we do that Monday morning?"
Hagit Limor, I-Team reporter, voice over video: But Monday morning?
Dr. J. Michael Fuchs' voicemail: "The mailbox belonging to Dr. Fuchs is full."
Hagit Limor, I-Team reporter, voice over video: "Dr. Fuchs, are you there?"
Hagit Limor, I-Team reporter, on camera: While Dr. Fuchs never made himself available for a formal interview, he did tell us over the phone that he's "not surprised" by the patient complaints.
"The problem is the patients don't necessarily understand their insurance," Fuchs said.
As to why his office hasn't responded to many Better Business Bureau complaints, he says "we have tried to work through the Better Business Bureau and it has not been successful. In a lot of cases they simply did not understand what we were trying to explain to them."
"What we do we're very proud of," he said.
Hagit Limor, I-Team reporter, on camera: Could it be possible that these complaints are just a course of doing business or do you think there's a real problem here?
Steve Francis on camera: "This is not what happens accidentally. You don't have 125 accidents and that's just what the Better Business Bureau is aware of. It just doesn't seem right. And you know what's so funny is you think if there's that many people that complained, how many didn't?"
I-TEAM BONG.
Hagit Limor, I-Team reporter, on set: We've, in fact, heard from others who didn't.
Dr. Fuchs says the majority of people are very satisfied with the care they get and that there's no way his office is double billing patients and insurers. Today, he sent us this letter, saying "there is absolutely no question that our overall record in the area of responding to patient concerns is exemplary and speaks for itself as the practice continues to grow."
As for complaints to the Better Business Bureau, Dr. Fuchs says he resolves some of those without the BBB knowing about it.
Contact the I-Team
Stephen Hill shill@wcpo.com
Hagit Limor hlimor@wcpo.com
Laure Quinlivan lquinlivan@wcpo.com
wcpo.com
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Feb 25: State Gets Involved
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Reported and Web Produced by: I-Team
Updated: 02/26/03 13:38:15
THE STATE OF OHIO IS LOOKING INTO THE STORY THE I-TEAM BROUGHT YOU LAST NIGHT ON A LOCAL DENTAL PRACTICE.
HAGIT LIMOR JOINS US WITH AN IMPORTANT UPDATE.
CLYDE, WE'VE GOTTEN MORE THAN 90 CALLS AND EMAILS IN ONE DAY, FROM PATIENTS AND FORMER EMPLOYEES OF FAMILY DENTAL CARE ASSOCIATES.
NOW, THE OHIO ATTORNEY GENERAL'S OFFICE TELLS US IT'S TAKING A LOOK AT OUR STORY TOO.
THE COMMUNICATIONS DIRECTOR SAYS HE'S HOPING TO HEAR FROM THE PEOPLE IN THE STORY AND ANYONE ELSE WITH A BILLING OR SERVICE COMPLAINT.
"Most every one of the complaints were for the same thing, billing errors."
"They continued to bill me for monies that I did not owe them."
"I said, 'Well, how can you bill us that much?' And they couldn't make any explanation of it at all."
THEY COMPLAINED TO THE DENTIST, THEN TO THE I-TEAM. NOW THE ATTORNEY GENERAL'S OFFICE WANTS TO HEAR THEM COMPLAIN TOO.
THE A-G's COMMUNICATIONS DIRECTOR SAYS HE WANTS ANYONE WITH A BILLING OR SERVICE COMPLAINT AGAINST FAMILY DENTAL CARE ASSOCIATES TO EMAIL OR CALL. HE SAYS HIS OFFICE HAS GOTTEN FAVORABLE RESULTS FOR CONSUMERS IN THE PAST.
"We have approximately 30 complaints and most of those complaints are of billing concerns similar to the ones that you reported on. The number of complaints that we have is a little bit out of the ordinary."
GRIBBEN SAYS DENTAL AND MEDICAL OFFICES MAKE FOR A MINORITY OF CONSUMER COMPLAINTS COMPARED TO OTHER INDUSTRIES.
"Attorney General Petro is concerned about medical and dental billing quesitons. The cost of health care is something that is consuming a larger and larger part of consumers' budgets."
GRIBBEN ASKS ANYONE WITH A COMPLAINT TO CALL THIS NUMBER: 1-800-282-0515. YOU'LL HAVE TO CALL BETWEEN 8AM AND 5PM...OR YOU CAN COMPLAIN ANYTIME, ONLINE BY CLICKING ON CINCINNATI.COM...KEYWORD...9 LINKS.
IF THE DEPARTMENT SEES A WIDESPREAD PATTERN, ATTORNEYS COULD CONSIDER IF FAMILY DENTAL CARE ASSOCIATES IS VIOLATING CONSUMER LAWS.
WE ALSO UNDERSTAND THE BETTER BUSINESS BUREAU NOW HAS 135 COMPLAINTS, TEN MORE THAN WE REPORTED LAST NIGHT.
IF YOU MISSED OUR ORIGINAL STORY, WATCH IT ON CINCINNATI.COM, KEY WORD I-TEAM. IT'LL BE THE LATEST STORY AT THE TOP OF OUR LIST.
WE'LL CONTINUE TO STAY ON THIS STORY AS MORE INFORMATION COMES IN.
Contact the I-Team
Stephen Hill shill@wcpo.com
Hagit Limor hlimor@wcpo.com
Laure Quinlivan lquinlivan@wcpo.com
wcpo.com
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March 24: Family Dental Care Followup
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Reported and Web Produced by: I-Team
Updated: 03/24/03 12:29:26
Brian Patrick, WCPO anchor, on set: IF YOU READ TODAY'S "CINCINNATI ENQUIRER" YOU MAY HAVE NOTICED A FULL PAGE AD THAT CHALLENGES A RECENT I-TEAM REPORT.
Brian Patrick, WCPO anchor, voice over video: THE HEAD OF "FAMILY DENTAL CARE ASSOCIATES" SAYS REPORTER HAGIT LIMOR DIDN'T MAKE A SINCERE EFFORT TO VERIFY THE ACCURACY OF THE STORY.
9 NEWS ASSURES YOU WE CONFIRMED EVERY FACT AND STAND BY OUR REPORT.
BUT WE URGE YOU TO JUDGE FOR YOURSELF. IN CASE YOU'RE WONDERING WHAT THAT AD WAS ABOUT, HAGIT LIMOR JOINS US WITH THE ORIGINAL REPORT, AND A FOLLOW-UP.
Hagit Limor, I-Team reporter, on set: LET THE PATIENTS WHO BROUGHT US THEIR COMPLAINTS TELL THEIR STORY.
THE PATIENTS SAY THEY GOT BILLS FROM ONE OF THE LARGEST DENTAL FIRMS IN THE TRI-STATE, THAT SURPASSED WHAT THEIR INSURANCE SPELLED OUT... AND WHEN THEY TRIED TO STRAIGHTEN OUT THE PROBLEM, THEY MET WITH A WALL OF VOICE MAILS, UNANSWERED CALLS, AND JUST PLAIN FRUSTRATION.
I-TEAM BONG.
Rebecca Benoit, on tape, playing with son: "Spin. See what color you get."
Hagit Limor, I-Team reporter, voice over video: REBECCA BENOIT ENJOYS SPINNING THE WHEEL WITH HER SON. FOR MORE THAN A YEAR SHE FELT SHE WAS SPINNING HER WHEELS WITH HER DENTIST.
Rebecca Benoit, former Family Dental Care Assoc. customer, on tape: "They don't care about the customer or the patient. They care about their money."
Hagit Limor, I-Team reporter, voice over video: STEVE FRANCIS SUMMARIZES HIS EXPERIENCE THIS WAY:
Steve Francis on tape: "It just doesn't seem right."
Hagit Limor, I-Team reporter, voice over video: AND DICK AND DOROTHY KUTCHERA DON'T EVEN NEED WORDS...
Hagit Limor, I-Team reporter, voice over video: [Dick Kutchera making negative noise and motion.]
Hagit Limor, I-Team reporter, voice over video: EACH OF THESE PEOPLE SHOULD BE "SMILE"ING; THAT'S THE SLOGAN FOR FAMILY DENTAL CARE ASSOCIATES, ONE OF THE LARGEST DENTAL PRACTICES IN THE TRI-STATE, WITH OFFICES IN SYMMES TOWNSHIP, WESTERN HILLS, TRI-COUNTY, AND INSIDE THE SEARS STORES AT EASTGATE AND NORTHGATE MALLS.
FRANCIS WENT TO THE NORTHGATE OFFICE, THE KUTCHERAS TO TRI-COUNTY, AND BENOIT TO SYMMES TOWNSHIP. YET THEIR STORIES SOUND REMARKABLY ALIKE:
Francis Kutchera, on tape: "Most every one of the complaints were for the same thing, billing errors."
Rebecca Benoit on tape: "They continued to bill me for monies that I did not owe them."
Dick Kutchera on tape:"I said, 'Well, how can you bill us that much?' And they couldn't make any explanation of it at all."
Hagit Limor, I-Team reporter, on video: WHAT YOU'VE JUST HEARD IS THE TIP OF THE ICEBERG. THE I-TEAM'S FOUND 125 COMPLAINTS TO THE BETTER BUSINESS BUREAU INVOLVING FAMILY DENTAL CARE ASSOCIATES, THE VAST MAJORITY OVER BILLING DISPUTES.
Dick Kutchera on tape:"This is the bill we got the first time."
Hagit Limor, I-Team reporter, voice over video: THE KUTCHERAS SAY THEY MADE IT CLEAR BEFORE THEIR APPOINTMENT...
Dick Kutchera, dental patient, on tape: "'We have a $5 co-pay. We want to know. We want to get the work done that was covered by the $5 co-pay.' And that's what we expected."
Hagit Limor, I-Team reporter, voice over video: BUT THAT'S NOT WHAT THEY GOT.
Dick Kutchera, dental patient, on tape: "This is the actual billing we got. You notice it's for $288."
Hagit Limor, I-Team reporter, voice over video: THEIR PROTESTS LED TO WHAT THEY CONSIDERED THREATENING LETTERS TO TURN THEM OVER TO A COLLECTIONS AGENCY.
Dick Kutchera, dental patient, on tape: "We do not to our knowledge have any credit problems. We've never had any credit problems."
Hagit Limor, I-Team reporter, voice over video: AFRAID TO MAR THEIR RECORD, THEY ENDED UP PAYING $210.
Dick Kutchera, dental patient, on tape: "That's terrible! We're senior citizens. To come up and pay that... It rubs you the wrong way."
Francis Kutchera, on tape: "I take that very personal cause I work hard for my money."
Hagit Limor, I-Team reporter, voice over video: STEVE FRANCIS SAYS HIS DENTAL PLAN IS CLEAR: FOR A CLEANING "HUMANA PAYS 100%; YOU PAY 0%." BUT HE SAYS HE AND HIS WIFE WERE FORCED TO PAY $100 BEFORE THEY COULD LEAVE AFTER THEIR APPOINTMENT. THE DENTIST'S OFFICE CALLED IT A DEDUCTIBLE.
Steve Francis, dental patient, on tape: "I check with our HR people at work and they said, 'No. That's covered 100%, what you had done.' So they faxed a copy of the insurance policy to these people and then started the chase for my money."
Hagit Limor, I-Team reporter, voice over video: HE GOT IT BACK EVENTUALLY.
Steve Francis, dental patient, on tape: "But it took a lot of phone calls. They billed me anyway. They billed my insurance company for the same thing they billed me for. In my heart I honestly think that it's a way to get double paid."
Hagit Limor, I-Team reporter, on tape: REBECCA BENOIT SAYS THAT'S WHAT HAPPENED WITH HER, THAT SHE AND HER INSURER ENDED UP OVERPAYING FAMILY DENTAL CARE ASSOCIATES.
Rebecca Benoit on tape: "I was very irate and very unhappy."
Hagit Limor, I-Team reporter, on tape: BENOIT SAYS SHE SHOULDN'T HAVE HAD ANY PROBLEMS. HER INSURER SPELLED OUT WHAT IT WOULD PAY AND SHE WOULD OWE, BEFORE ANY TREATMENTS.
BUT BENOIT SAYS THE DENTIST'S OFFICE KEPT BILLING HER FOR MORE.
Rebecca Benoit on tape: "And I would call them each time I would get a bill from them. I would have to leave a voice mail. The phone calls would not be returned."
Hagit Limor, I-Team reporter, voice over video: THEN, LIKE THE KUTCHERAS, SHE GOT THE WARNING LETTERS.
Rebecca Benoit on tape: "'This is your last and final warning. If you do not pay this statement, this bill, we will turn you over to collections.'"
Hagit Limor, I-Team reporter, on tape, talking to Rebecca Benoit: "Were you surprised when you heard from a collection agency?"
Rebecca Benoit on tape: "Absolutely. I've never been contacted by a collection agency. We have, my husband and I have a very excellent credit ratings. We've never had any problems. We've always paid our bills on time."
Hagit Limor, I-Team reporter, voice over video: INCENSED, BENOIT WENT TO FAMILY DENTAL CARE'S CORPORATE HEADQUARTERS IN SYMMES TOWNSHIP AND INSISTED ON A CONFERENCE CALL WITH HER INSURER. IT TURNS OUT METLIFE ALSO THOUGHT IT OVERPAID. IT SENT FAMILY DENTAL CARE THIS LETTER SAYING THE DENTAL PRACTICE OWED METLIFE $158. THE DENTIST'S OFFICE EVENTUALLY CALLED BENOIT TO SAY...
Rebecca Benoit on tape: "That I had overpaid, that I had overpaid them, based on the claims from MetLifebut they still have not removed me from the credit bureau report. And I finally have just given up."
Jocile Erlich, BBB President, on tape: "Yes it does concern us, and this is something that we have been working on for a number of years."
Unnamed BBB operator on tape: "Better Business Bureau."
Hagit Limor, I-Team reporter, voice over video: JOCILE EHRLICH SAYS OPERATORS HERE ARE PLENTY FAMILIAR WITH FAMILY DENTAL CARE ASSOCIATES.
Jocile Erlich, BBB President, on tape: "They do have an unsatisfactory record with the bureau."
Hagit Limor, I-Team reporter, on tape: "What has been the response of this company when you've called about these complaints?"
Jocile Erlich, BBB President, on tape: "We have sent them complaints that they have chosen not to respond to us."
Hagit Limor, I-Team reporter, on tape: "Do you consider 125 complaints to be an extreme number?"
Jocile Erlich, BBB President, on tape: "125 complaints is an extremely high number."
Hagit Limor, I-Team reporter, on tape: "What would be an average for another dental firm?"
Jocile Erlich, BBB President, on tape: "None. One maybe."
Hagit Limor, I-Team reporter, on tape, walking in to Family Dental Care's corporate office in Symmes TownshipFOR WEEKS, THE I-TEAM'S BEEN TRYING TO GET THE OTHER SIDE OF THE STORY FROM THE DENTIST WHO RUNS FAMILY DENTAL CARE ASSOCIATES,DR. J. MICHAEL FUCHS.
A receptionist at Family Dental Care's corporate office in Symmes Township, on tape: "Can I help you?"
Hagit Limor, I-Team reporter, on tape: "Well, I was looking for Dr. Fuchs."
A receptionist at Family Dental Care's corporate office in Symmes Township, on tape: "OK. He's in a meeting."
Hagit Limor, I-Team reporter, on tape: "I understand that. I was trying to make an appointment. Is there anyone with whom I can make an appointment?"
A receptionist at Family Dental Care's corporate office in Symmes Township, on tape: "Well, actually you can call back later."
A receptionist at Family Dental Care's corporate office in Symmes Township, AUDIO ONLY: "Family Dental Care Associates. How may I direct your call?"
Hagit Limor, I-Team reporter, on tape (TELEPHONE CALL): "Hi. This is Hagit Limor calling Dr. Michael Fuchs. He asked that I call at this time."
A receptionist at Family Dental Care's corporate office in Symmes Township: "He's not in."
Hagit Limor, I-Team reporter, on tape: SO WE TRIED HIM AT HOME.
(PHONE CALL) "When can we discuss this?"
Dr. J. Michael Fuchs, on tape (PHONE CALL AUDIO): "Uh, how about we do that Monday morning?"
Hagit Limor, I-Team reporter, on tape: BUT MONDAY MORNING...
Audio of automated voicemail box of Dr. J. Michael Fuchs:"The mailbox belonging to Dr. Fuchs is full."
Hagit Limor, I-Team reporter, on tape (knocking on door of Dr. Fuchs' home): "Dr. Fuchs, are you there?"
Hagit Limor, I-Team reporter, voice over video: WHILE DR. FUCHS NEVER MADE HIMSELF AVAILABLE FOR A FORMAL INTERVIEW, HE DID TELL US OVER THE PHONE THAT HE'S ... "I'M NOT SURPRISED" BY THE PATIENT COMPLAINTS.
"THE PROBLEM IS THE PATIENTS DON'T NECESSARILY UNDERSTAND THEIR INSURANCE." AS TO WHY HIS OFFICE HASN'T RESPONDED TO MANY BETTER BUSINESS BUREAU COMPLAINTS, HE SAYS "WE HAVE TRIED TO WORK THROUGH THE BETTER BUSINESS BUREAU AND IT HAS NOT BEEN SUCCESSFUL..
IN A LOT OF CASES THEY SIMPLY DID NOT UNDERSTAND WHAT WE WERE TRYING TO EXPLAIN TO THEM." "WHAT WE DO WE'RE VERY PROUD OF", HE SAYS.
Hagit Limor, I-Team reporter, on tape: "Could it be possible that these complaints are just a course of doing business or do you think there's a real problem here?"
Jocile Erlich, BBB President, on tape: "This is not what happens accidentally. You don't have 125 accidents, and that's just what the Better Business Bureau is aware of."
Steve Francis, dental patient, on tape: "It just doesn't seem right. And you know what's so funny is you think if there's that many people that complained, how many didn't?"
I-Team bong.
Hagit Limor, I-Team reporter, on set: IN ALL, WE'VE HEARD FROM MORE THAN 100 UNHAPPY PATIENTS PLUS EIGHT FORMER EMPLOYEES OF DR. FUCHS WHO CONFIRM WHAT THE PATIENTS SAY.
DR. FUCHS ON THE OTHER HAND SAYS THE MAJORITY OF PEOPLE ARE VERY SATISFIED WITH THE CARE THEY GET... AND THAT THERE'S NO WAY HIS OFFICE IS DOUBLE BILLING PATIENTS AND INSURERS.
AS FOR COMPLAINTS TO THE BETTER BUSINESS BUREAU, DR. FUCHS SAYS HE RESOLVES SOME OF THOSE, WITHOUT THE BBB KNOWING ABOUT IT. BUT SINCE OUR REPORT AIRED THE BETTER BUSINESS BUREAU SAYS IT'S GOTTEN 44 NEW COMPLAINTS, 169 TOTAL NOW.
DR. FUCHS SAYS IN HIS AD THAT FAMILY DENTAL CARE ASSOCIATES IS NOT UNDER INVESTIGATION BY THE OHIO ATTORNEY GENERAL'S OFFICE.
HERE'S WHAT WE KNOW. MORE THAN A FEW PATIENTS TELL US THEY'VE FILED COMPLAINTS THERE.
THE COMMUNICATIONS DIRECTOR TELLS US THE OFFICE IS TAKING A LOOK AT OUR STORY... AND HOPING TO HEAR FROM ANYONE WITH A BILLING OR SERVICE COMPLAINT.
Communications director of Ohio Attorney General's office, on tape: "We have approximately 30 complaints and most of those complaints are of billing concerns similar to the ones that you reported on. The number of complaints that we have is a little bit out of the ordinary."
Hagit Limor, I-Team reporter, on tape: GRIBBEN SAYS DENTAL AND MEDICAL OFFICES MAKE FOR A MINORITY OF CONSUMER COMPLAINTS COMPARED TO OTHER INDUSTRIES.
Communications director of Ohio Attorney General's office, on tape: "Attorney General Petro is concerned about medical and dental billing questions. The cost of health care is something that is consuming a larger and larger part of consumers' budgets."
Hagit Limor, I-Team reporter, voice over video: GRIBBEN ASKS ANYONE WITH A COMPLAINT TO CALL THIS NUMBER: 1-800-282-0515. YOU'LL HAVE TO CALL BETWEEN 8AM AND 5PM...OR YOU CAN COMPLAIN ANYTIME, ONLINE BY CLICKING HERE.
IF THE DEPARTMENT SEES A WIDESPREAD PATTERN,ATTORNEYS COULD CONSIDER IF FAMILY DENTAL CARE ASSOCIATES IS VIOLATING CONSUMER LAWS.
AND BRIAN, WE WANT TO LET OUR VIEWERS KNOW THAT WE ARE ON THEIR SIDE, WE'VE CONTINUED TO INVESTIGATE, AND LATER THIS WEEK PLAN A FOLLOW UP REPORT THAT RAISES NEW ISSUES AT FAMILY DENTAL CARE, INCLUDING SAFETY, CLEANLINESS, REFUSING TO TREAT PATIENTS UNLESS THEY PAID FIRST, AND ORDERING UNNECESSARY CARE.
WE CONTINUE TO INVITE DR. FUCHS TO SIT DOWN WITH US TO DISCUSS ALL THESE ISSUES.
Contact the I-Team
Stephen Hill shill@wcpo.com
Hagit Limor hlimor@wcpo.com
Laure Quinlivan lquinlivan@wcpo.com
wcpo.com
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