My wife told me I should go to a private practice and I didn’t listen. I went to the Allen Texas location for my dental needs and after months of planning and prepping with regular office visits for my surgery that was to take place on the 20th of December 2018, I was contacted by a Patricia. Who informed me two (2) days before my surgery to tell me that there seems to be some confusion with my provider and that a portion of my surgery was not covered by my provider. I said that’s upsetting and unacceptable. I then said so this “extra” amount when will I need to pay this, is this something I can pay with the plan we already have in place? I was told no and that I would have to pay extra out of pocket before the surgery took place. I then said this is completely unacceptable (again) and attempted to explain to Patricia that I had to schedule time of for this surgery weeks in advance and had everything in line with my budget for this surgery ( being I am the sole provider for my home) my budget is really tight. And now I can’t pay this extra amount you’re saying I have to pay. Patricia then told me she’s been this for 24 years and they can refund me my initial deposit and reschedule my appointment. She didn’t listen to a word I said and I have know idea what her working in the field for 24 years had to do with anything. So I got off the phone with her and called my wife to let her know what’s going on and explain to her that we have to pay more money for this surgery that is supposed to take place in two days. Needless to say she was just as unhappy as I and went on to say she was going to call the dental office and speak to them about the situation. So my wife calls the office and was told “they are sorry that even though they sprung these last minute expenses on us they would not be able to discount my surgery” BUT if we buy a jacket they would discount my surgery. Are your kidding me they won’t discount my surgery because of their incompetence and unwillingness to inform me of these added expense in a timely fashion no that’s not good enough. I could only get the discount if spend more money that I do not have to buy a jacket or blanket i don’t need in order to get a surgery that was already budgeted for and scheduled with the Allen office. After hearing this from my wife I left my job immediately and went up to the Allen office to get an understanding and if that was not a possibility to get a refund and take my business elsewhere. Upon my arrival to the Allen location office I was informed that I could only receive refund via the mail and was told to wait in the lobby for a confirmation email that the refund was processing. I obliged and had a seat in the lobby. While waiting for the email I took it upon myself to call my provider in order to get a better understanding on why I was told that I was covered and then 2 days before the surgery was told that I wasn’t. So I called Sunlife my dental provider and put them on the phone with Amalia i the billing lady at the Allen office so she could give my provider the codes for the dental surgery. The look on her face was priceless when my provider told her not only was I covered but that my provider actually covered more then what was being done. So all of this confusion could’ve been avoided had Patricia done her due diligence to find that there was not I face any discrepancies with my policy just laziness and unwillingness to the job she signed up to do. And had Monarch should a little empathy when my wife and I called I would have stayed with them for my dental needs. But all this company cares about is different ways to scam people out of money.