Matthews Dental Associates, Hockessin

Dentist

451 Hockessin Corners

Hockessin, DE 19707

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All Reviews

J
1 year ago
poor practice in terms of taking care of customer's need
I was referred to this office by my dentist for my 4 year old daughter, who has several teeth with big cavity. We went to a family dentist and then referred to Dr. Matthew because we were seeking second opinion about my daughter’s teeth condition. One tooth hurt when I brushed her teeth. But it took a long time for us to get our first appointment. I called in September and was given an appointment on November 1. After the x-ray, doctor Kattie said the tooth that hurt need to be removed. but she couldn't do it because it was under inflammation. She said my daughter needed to be on antibiotics for 7 days before her tooth could be removed. But when we tried to arrange for the next visit to have her teeth removed, the office said the earliest appointment was 12/28/2017, which was almost two month later. I didn't give the antibiotics to my daughter because I didn't know whether the inflammation would come back in two months. Plus she didn't complain tooth pain until I brushed that teeth. I decided to go back to the original pediatric dentist that my daughter had seen for more than one year, which is also closer to us. We got in very soon on November 8 and the doctor told us that she could take her bad tooth out on that day without any antibiotics. She said my daughter didn't need to have the antibiotics because her face didn’t swollen at all. I was happy I didn’t give my daughter antibiotics and agreed to have her bad tooth removed on that day. But before the doctor could remove her teeth, she needed x-ray. But we had done complete x-ray in Dr. Kattie Matthew’s office. So the current office called Dr. Matthew’s office to try to get the x-ray transferred. But Dr. Matthew’s office refused because they said they haven’t got the payment from insurance. That is understandable. SO I paid another x-ray out of my pocket for that tooth so that I could get the tooth removed. The current doctor did a very nice job in removing my daughter’s tooth. She didn’t cry at all. She was watching movies while the doctor pulled her tooth. She didn’t know her tooth was pulled until I gave her the tooth. While I was waiting, Dr. matthew’s office called me and said they could schedule us in sooner. I declined the offer and decided to do all the other teeth in current office since it is closer to my house and I think the current doctor is more experienced. Today I am still waiting for the release of the x-ray from Dr. Matthew’s office to schedule other appointment for my daughter. The current office told us to wait for one month. So I called the insurance company today to check whether the payment has been made to Dr. Matthew’s office. To my surprise, the insurance company told me that the whole amount had been paid on November 7th, one day before I visited my current doctor. I called Dr. Matthew’s office and request the x-ray. But the office said they had not received the payment from the insurance and refused to forward the X-ray to my current doctor. I explained to them that I had called the insurance company and my online account also showed that the total amount had been processed and paid to Dr. MAtthew’s office. The office said they would call the insurance company to figure out why they had not received the payment. After waiting for a while, I decided to call the insurance company myself to find out how can an office not receive payment when the insurance company said they had paid one month ago. I explained the situation and the insurance company said they did pay directly to the office’s account and they didn’t know why the office said they didn’t receive the payment. So the insurance company got the office manager on the phone too. The office manager of Dr. Matthew got on the phone said that she needed to look into the account and would get back to me. So I let it go and thought that they should easily figured it out. But I didn’t get any phone call or email from the dental office by the end of the day. I am very disappointed about my experience with Dr. Matthew’s office by the way they arrange patience’s appointment and the way they handle the situation. I don’t understand how can a doctor give a patient antibiotics for 5 days and then asked the patient to come back in two months. What is the use of the antibiotics in two months. Inflammation could come back because no treatment was given. Also it turned out that the antibiotics was unnecessary. Also I don’t understand how can an office claim not to receive the payment when the insurance company paid one month ago. I am stuck here, still waiting for the office to figure whether they got the money which the insurance company processed one month ago. Not sure what to do
Response from Matthews Dental Associates, Hockessin
We are sorry for your frustrations, Jing. And we are frustrated with some of the inconsistencies stated in your review. We cannot comment further publicly without violating HIPPA. We are happy your child received the necessary care from our close colleague.
M
4 years ago
Beware of billing practices and expensive fluoride treatments
My daughter had a good experience both times that she received services from Dr. Matthews and her dental hygienists. From a consumer's perspective however, I am disappointed. Please be aware that the office does not check insurance plans to determine which benefits are covered, such as how many cleanings and fluoride treatments are allowed per calendar year. This practice could result in significant charges to parents after services are rendered. I have always gone to nonparticipating providers for my own dental services and those offices have at least checked on what basic services my plan covers. Since our insurance plan only covers one fluoride treatment per calendar year and Dr. Matthew's office gave my daughter two fluoride treatments, we are stuck with a $90 fluoride bill (very expensive price for fluoride treatments in our area). I appealed to the office billing manager to please speak with Dr. Matthews and let her know that we would be more than willing to work with her to pay the bill and I asked them to consult with her and see if they would consider charging us the "at cost" price for the fluoride this one time since they did not check with our insurance coverage before applying the treatment. I said I would be happy to make up the difference. The response from Dr. Matthews was there would be no adjustment to the bill. This is very disappointing since the charge is about $30-$40 above what other dentists in the area are charging and since our insurance did pay for a full cleaning and full doctor's exam on that same day. My advice for all parents would be to obtain services from a dentist's office that is going to put a little effort into researching patient's insurance plans, especially if they are going to charge premium prices. I expected better service from this office.
A
5 years ago
I drive about 45 just to have my daughter see such a fantastic dentist! My little girl feels comfortable and relaxed at her visits, which makes the drive a non-factor!
A
5 years ago
My child was well taken care of....a filling, 2 root canals and 2 crowns later...he has not fear of the dentist and would got back to see Heather, Bunny and Dr. Katie for a look at those "sugar bugs" without question. As an adult.... I cant say you would ever get me in a dentist chair again! Thanks guys!
A
5 years ago
Love this place.
A
5 years ago
Very caring and friendly staff.
N
5 years ago
Thank you Jen for always doing a great job!
A
5 years ago
We LOVE Dr. Katie!! We have recommended her to friends and will continue to do so. We would not think of going anywhere else.
J
5 years ago
Everyone is so nice, I could not be more pleased with my visit today. I never felt rushed and everything was explained in a way that I understood.
A
5 years ago
I appreciate the ease and flexibility in which I can get an appointment.This office communicates exceptionaly well with its patients.