Complaint Review: Carl HenleyDDS

After going to this practice for five years, I'm changing dentists. Over the last two years Dr. Henley has spent less and less time with patients. One time I was billed for an exam with the dentist, but he literally just popped his head in on his way home, asked if everything is going ok, waved, and left. He definitely did not do an exam. I've also had billing issues where their office has billed my insurance comany for Xrays that were not done and a cavity that had not yet been filled.

We got it straightened out, but we've had this happen at least three times in five years. More recently the office has become extremely aggressive on collecting payments. I have been told over and over that we could pay our portion and let the insurance company pay theirs. Over the last two years they have been sending bills constantly for the insurance portion. Even after I paid part of the insurance portion, they still kept coming.

When I called in, they said it was fine to wait for the insurance to pay, but the bills kept coming anyway. Over the last six months they have gotten nasty with the bills signed very ostentatiously by "Mrs. Henley," but addressing me by my first name. There is highlighting and underlining all over it. I know my insurance company pays slowly (state employee), but this practice needs to be upfront about their requirements.

If they tell me in person that the insurance portion can be left for the insurance to pay, then they need to stick wtih that. Clearly the practice is falling on hard times, though, because they are becoming extremely aggressive -- over $50! And even downright rude. The most recent billing statement came with more highlighting and a note saying "Insurance has already paid. This is YOUR portion. Pay now! ~ Mrs. Henley."

They received the last check from my insurance company literally the following day, and now they owe me a refund for the amount I paid that covered part of the insurance amount. So not only are they aggressive, they don't take the time to find out if they are right or not. They pretty much accuse you or ripping them off, which is a quick way to lose customers who actually do pay on time and follow their stated office policies.

Overall, our experience began as pretty positive. But the service has declined over the last couple of years while their accounting has become aggressive. Their main accounts person has always been very nice, but with the wife now involved (probably a sign of a problem in the practice), they have become aggressive and rude. Now that our insurance has paid up, we're switching to a new dentist. Pay it forward and spread the word about nasty people like this. They have ripped people off time and time again they need to be investigated by the state.