Consumer complaint received 2018-02-19
Company: Capital Accounts, LLC
State: NY
Product: Debt collection
Sub-product: Medical debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
On XX/XX/XXXX, I went for a consultation at XXXX XXXX office to discuss the possibility of getting a XXXX XXXX procedure performed. XXXX XXXX warned me that insurance does not typically cover this procedure, but they are happy to try. We decided to schedule an appointment far enough in advance so that we could wait to hear from insurance before deciding to proceed. I was not working at the time, so I did not have the money to afford the full amount of the procedure, so we were hoping for a miracle from XXXX to decide to cover. I scheduled the appointment for XX/XX/XXXX. 
In between my consultation and XX/XX/XXXX ( I can try to provide exact date through phone records if needed ), the secretary of XXXX XXXX office called to inform me that XXXX agreed to cover the procedure that was discussed during the consultation. She said that they would cover up to 50 % per tooth over a certain amount ( she told me the numbers for when you DO cover the procedure ). I agreed to go ahead with the procedure even though I was going to struggle to pay for the procedure even after it was covered. XXXX XXXX said to me and my father, XXXX, isnt it great that insurance is covering this? before walking into the procedure room on XX/XX/XXXX. I paid {$740.00} to XXXX XXXX after the service was performed because this is the amount leftover from what XXXX agreed to pay XXXX XXXX secretary called me in mid-to-late XXXX to inform her that XXXX denied the claim. I did not have enough knowledge on how insurance claims and pre-approval worked, so my father, XXXX XXXX, spoke with XXXX and XXXX explained that pre-approvals are never done over the phone and that XXXX XXXX secretary called after the consultation and before the procedure, but the phone call was NOT a pre-approval because that is not possible. XXXX XXXX secretary followed up on XX/XX/XXXX claiming they called XXXX before the service for pre-approval and that XXXX gave pre-approval over the phone. She said that if they dont have any record of that, then it is XXXX problem and I am still responsible to pay. XXXX XXXX called back after the secretary hung up on me and claimed that they only told us exactly what XXXX told them ( what the price would be if they do cover ). I asked him to confirm that they never filed for pre-approval, and he said no we didnt, because you never asked us to. XXXX XXXX office continued to not be consistent with their story as the secretary still insists that she got pre-approval when XXXX called a few days later to let them know that we are filing a complaint with XXXX. 
My mother, XXXX XXXX XXXX, had services performed by XXXX XXXX ~17 years ago, and experienced a similar issue with XXXX XXXX not working ethically and not treating his patients with respect and morality in mind. XXXX XXXX actually called my family to apologize and admit what he did after my family complained about his unethical actions. 
XX/XX/XXXX, I got a phone call from a credit collector for ~ {$750.00} to be paid to XXXX XXXX. I have filed complaints with the American Dental Association as well as the NYS Attorney Generals office. 
I called the office on XX/XX/XXXX to let the office know that I am taking this to American Dental and NYS Attorney General and they are now saying that they never told me it was pre-approved and that they never used those terms. They inn fact did use the term with both me and my father. The secretary said it over the phone and XXXX XXXX said it to me and my father the day of the procedure. 

I DO NOT WANT THIS TO AFFECT MY CREDIT. THE DENTIST IS CURRENTLY BEING INVESTIGATED BY XXXX, ADA, AND NYS ATTORNEY GENERAL, SO THE AMOUNT THAT THEY ARE CLAIMING I OWE WILL NOT BE DISPUTED BEFORE IT AFFECTS MY CREDIT. I believe that this will be resolved in the next 2 months ( and their practice will hopefully be shut down ), but I don't want this to go on my record. It is exactly what they want because it would be easier and less stressful for me if I just gave them the money. If I do that, they will just do it to another person.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation