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Old 19.11.2019, 16:23
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Unjustified bill from dental clinic

I have just received a bill from Adent for 2 missed appointments in 2017. It's ridiculous.

I have used their services and had been treated by the listed doctor once but I definitely not missed any appointment. If it was a bill of say one missed appointment than I would guess there was some English misunderstanding with the ladies at the reception, but well 2 is really ridiculous.

How to proceed with such bill? I'm going to reply to them but, well, I don't have any proof. Do they have any proof ??? I will certainly demand it.

My bank account statement from 2017 are no longer available, but again showing a proof that I used their services and paid for them has nothing to do with such claim for missing appointments.

Is there any law regulating it? Can they send you a bill 2 years later anyway?
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Old 19.11.2019, 16:27
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Re: Unjustified bill from dental clinic

Query it obviously, but if you can't prove otherwise with appointment dates ...

And yes, iirc invoices can be sent up to 5 years later.
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Old 19.11.2019, 16:34
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Re: Unjustified bill from dental clinic

have you try to contact them. It's often the first and easier way to deal with a such things.
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Old 19.11.2019, 17:48
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Re: Unjustified bill from dental clinic

I always back up verbal or hand written appointments with email confirmation - so I have a record.

I had the same problem the other day with a doctor- we sorted it out over the phone so no cost to me but it was their error and the receptionist had to eventually concede they were wrong in that a "missed appointment" could not have been correct in any way.

But from 2017? Really?
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Old 19.11.2019, 19:05
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Re: Unjustified bill from dental clinic

I would do the following:


1. Verbal communication on the phone to find the misunderstandings and solve it peacefully.


2. In case it is not resolved, you can back up your claim by bank statement. Bank statements are possible even for closed accounts but probably needs going there.


3. You can ask swiss dental association for help but only if you believe that they are really charging you in an unjustified way and discussion did not help.


best
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Old 19.11.2019, 19:25
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Re: Unjustified bill from dental clinic

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I would do the following:


1. Verbal communication on the phone to find the misunderstandings and solve it peacefully.


2. In case it is not resolved, you can back up your claim by bank statement. Bank statements are possible even for closed accounts but probably needs going there.


3. You can ask swiss dental association for help but only if you believe that they are really charging you in an unjustified way and discussion did not help.


best
I don't think #2 would help here. I just thought to check on which dates I was using their services, but if they claim I missed some that's a different matter.

Many thanks for #3, good to know where to follow up if peaceful conversation won't lead to any solution. It's not an astronomically huge bill but unjustified. I definitely not not remember such case unless there was any misunderstanding regarding booking at some point but who could remember every detail after two years. It's impossible to have any conversation about such. I think that they would have to have an email or a recorded phone conversation otherwise it is nothing else but a scam to accuse someone two years later of missed appointment.

I have found the web, time will tell if I have to make use of it
https://www.fdiworlddental.org/membe...ssociation-sso
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Old 19.11.2019, 23:12
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Re: Unjustified bill from dental clinic

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I don't think #2 would help here. I just thought to check on which dates I was using their services, but if they claim I missed some that's a different matter.

Many thanks for #3, good to know where to follow up if peaceful conversation won't lead to any solution. It's not an astronomically huge bill but unjustified. I definitely not not remember such case unless there was any misunderstanding regarding booking at some point but who could remember every detail after two years. It's impossible to have any conversation about such. I think that they would have to have an email or a recorded phone conversation otherwise it is nothing else but a scam to accuse someone two years later of missed appointment.

I have found the web, time will tell if I have to make use of it
https://www.fdiworlddental.org/membe...ssociation-sso
Perhaps it will also be good to tell them that you are going to bring your complaint to that association at the end of discussion if the discussion itself doesn't work. I did so and it worked in my case. They returned 80% of the money that I justified they have to return.
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Old 19.11.2019, 23:14
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Re: Unjustified bill from dental clinic

Hi!

I think at times companies try it.

I would not waste time on phone as again you would have no records and maybe they send back to you again another bill in 2 years.

I would write back and ask for proof of what they are charging. Like any other bill, they cannot simply send a bill and it's up to you to prove that you did not use the service - they have also an obligation to prove that the service was rendered (in this case prove that you missed an appointment).

K
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Old 20.11.2019, 11:19
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Re: Unjustified bill from dental clinic

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My bank account statement from 2017 are no longer available,
It's probably a good idea to download your bank statements. However, you can ask your bank. They probably have the records - for a fee.

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I think at times companies try it.
You are essentially saying that Adent are deliberately trying to increase their revenue through fraudulently invoicing for missed appointments that never happened.

1. Don't confuse incompetence with conspiracy
2. Don't project your personal moral code.
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Old 20.11.2019, 16:34
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Re: Unjustified bill from dental clinic

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And yes, iirc invoices can be sent up to 5 years later.
It depends on the reason for the obligation. Yes, debts to doctors (and other academic professionals such as lawyers and notars) (IIRC including medical therapy even though they're not academics) lapse after five years.

However, as a side-note as well as a caveat, you can claim back a bill from your health insurance (mandatory or top-up doesn't seem to make a difference) for two years only. So it's possible to get lawfully billed for treatment at a time when the insurance no longer pays for it even though they would have with timely billing. To avoid this you want to make sure you get billed early enough.

As for the original issue, call them, and if they insist have them produce their evidence. The onus is on them.
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Old 20.11.2019, 17:31
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Re: Unjustified bill from dental clinic

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However, as a side-note as well as a caveat, you can claim back a bill from your health insurance (mandatory or top-up doesn't seem to make a difference) for two years only.
5 years from the billing date in case of basic insurance !
https://www.monsieur-sante.ch/de/201...nversicherung/
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Old 20.11.2019, 23:40
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Re: Unjustified bill from dental clinic

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Hi!

I think at times companies try it.

I would not waste time on phone as again you would have no records and maybe they send back to you again another bill in 2 years.
That's what scares me the most. It seems like every doctor can send a bill for missed appointment, no matter if it's due to some excel like error or real scam.

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I would write back and ask for proof of what they are charging. Like any other bill, they cannot simply send a bill and it's up to you to prove that you did not use the service - they have also an obligation to prove that the service was rendered (in this case prove that you missed an appointment).

K
I hope it works that way. I tried to call them but there was a language barrier, no-one speaking English. Well, I'm writing an email asking for evidence based justification.
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Old 21.11.2019, 00:40
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Re: Unjustified bill from dental clinic

The thing about bills is that anyone can send one to anyone. You could simply choose, if you felt like it, to send a bill to your neighbour across the road, claiming that she owed you Fr. 892.70. Or twenty times that much.

If you receive such a bill, it's possible that it is wilful intent to deceive, but it is much more likely to be a simple error or poor accounting, or that one or the other party has forgotten some of the details, such as dates or cancellations, etc.

That's why the first step is to ask, with out any need for pressure, that they please supply the full details of the treatments related to the bill.

Since you've now determined that no-one there speaks English, I suggest you do not write to them in English, either. Instead, have your letter translated into the local language (which language do you need? quick, non-perfect German below) of the doctor's practice, before you send it. Also - even in 2019 - you may find that your chances of getting a proper reply are higher if you send the letter on paper, in an envelope.

Dear Dr NAME

I received an invoice NUMBER 8888 dated DATE from you, in the amount of Fr. 9999.
As I was surprised by this, I ask you please to send me the full details of the treatments, by you, on which you have based this invoice.

Thank you and kind regards


Sehr geehrte Frau Dr NAME OR Sehr geehrter Herr Dr NAME

Von Ihnen erhielt ich eine Rechnung NUMMER 8888 vom DATUM, in der Höhe Fr. 9999.
Da das mich überraschte, bitte ich Sie freundlich, mir die volle Angaben zur den Behandlung zu zu stellen, auf sie diese Rechnung basieren.

Vielen Dank und freundliche Grüsse

Last edited by doropfiz; 22.11.2019 at 02:50.
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Old 21.11.2019, 11:13
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Re: Unjustified bill from dental clinic

I can manage writing letters in German and French. I just know enough of the language to work with dictionary but verbal discussion is a different level.
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Old 21.11.2019, 20:38
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Re: Unjustified bill from dental clinic

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It seems like every doctor can send a bill [...]
Anybody and everybody can, wherever you or they are.
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Old 23.11.2019, 22:39
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Re: Unjustified bill from dental clinic

Solved, without much dispute.
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Old 23.11.2019, 23:58
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Re: Unjustified bill from dental clinic

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Solved, without much dispute.
Can you give us some details please? It could help other people as well
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Old 24.11.2019, 19:04
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Re: Unjustified bill from dental clinic

Sure. It's a bit embarrassing but I unnecessarily panic, overthinking how could I deal with it having no proof etc. I wrote the letter asking for a justified evidence I missed the appointments as I honestly don't remember such case. The response, was 'We apologise, it's an error, please forget about the invoice'.
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