Marla Cox (fictitious name) is a 60-year-old woman with Medi-Cal/Denti-Cal who contacted CLA SoCal for assistance with resolving a financial dispute concerning unrendered dental services.
In December 2025, her dental office facilitated the establishment of a financing agreement through Willow Financial (fictitious name) in the amount of $6,500.00. The dental office informed Marla that this financing arrangement was intended to cover the proposed dental treatment plan because, though they accepted Medi-Cal, they had failed to submit the required Treatment Authorization Request for coverage approval. However, the services outlined in the treatment plan were never performed, and Marla did not receive any of the procedures tied to the financed amount.
The runaround
Marla called the dental office to cancel the treatment plan, but they failed to do so. As a result, she submitted a formal dispute to Willow Financial, but the balance remained unchanged. The dental office inaccurately reported to Willow Financial that the services had been rendered. Under California Business and Professions Code §1680, unprofessional conduct includes billing or collecting fees for services that are not rendered. Marla asked the dental office to refund $6,500 to Willow Financial but they refused. It is illegal for a dental office to refuse to refund a consumer within fifteen business days of a request for any work the consumer was charged but did not receive.
The intervention
CLA SoCal’s Health Unit paralegal Valerie Murguia intervened by submitting a complaint to the dental office, to Willow Financial, and to the Office of the Attorney General. She then initiated direct outreach to the dental office to request a refund of the $6,500.00 it had received through Willow Financial and to obtain Marla’s dental records.
Valerie’s attempts to resolve the matter directly with the dental office were unsuccessful. When contacted, the dental office was uncooperative and terminated communication, refusing to provide clarification or supporting documentation. As a result, Valerie escalated the matter by working directly with Willow Financial. During this process, they provided copies of documentation submitted by the dental office, which inaccurately reported that all services associated with the $6,500.00 charge had been completed. Valerie challenged these claims by submitting accurate and verifiable information on Marla’s behalf. Specifically, documentation was provided confirming that Marla subsequently sought care from a different dental provider, who completed the necessary treatment plan and properly billed Medi-Cal for the services rendered. This evidence clearly demonstrated that the dental office had not performed the financed procedures.
The resolution
As a result of Valerie’s advocacy and intervention, Willow Financial conducted a review and ruled in Marla’s favor. Upon completion of the investigation, Willow waived the full $6,500.00 balance thus bringing the account balance to zero and closing the account. Additionally, Marla was issued a refund in the amount of $286.84, representing her initial downpayment. She was thrilled with the outcome and expressed her gratitude by allowing Valerie to share her story.
