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Consumer Complaints

BBB Accredited Business since 02/14/2006

Smiles of Chattanooga

Phone: (423) 894-5725Fax: (423) 892-0347

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
07/13/2015Advertising / Sales Issues | Read Complaint Details
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Complaint
Did not disclose absurd pricing.
Initial visit charged my insurance about 700 dollars, then sent me a bill for another 145 dollars. Hi pressure sales techniques, take you in another room, and present you with a 14000 dollar plan of treatment, and expected me to hook on. Are now sending me threatening letters to get the last 145 dollars. Have explained to them that I have not had a job in 8 months, and will pay them when I get one, but the threatening letters continue. I was over charged to start with, now I'm being bombarded with collection threats. Isn't 700 dollars enough for a cleaning, and an initial visit?

Desired Settlement
Write off the 145 dollars you are billing me for. 700 dollars is ample for a cleaning and initial visit.

Business Response
Our patient was upset that he received a statement for what insurance did not pay and was surprised that they did not completely cover his service. He had been receiving statements for 90 days for unpaid balance due and we placed a notice sticker on his last 90 day statement encouraging to pay his account balance, and that if he did not contact our office his account was in danger of being sent to collections. Because he was upset about his bill, he posted the complaint on the BBB website as well as other review websites, yet he never called us to ask about why he had a bill or resolve anything with us. In his complaint he stated that he was charged $700 for a cleaning, that we presented a treatment plan for $13,000, that we had sent him threatening letters to him about his account balance, that he was put in a high pressure "sales" situation, and that he had been out of work for a period of time.
Our billing coordinator, ******, called him to discuss his concerns after seeing the reviews. The patient outright admitted to ****** that he had been untrue and had exaggerated the charges because he was upset. He admitted that he knew that he had never paid anything for any treatment, and had never paid $700 towards any treatment at all. He said he felt as though the treatment plan was too high and our prices were expensive, which prompted him to exaggerate the price $9,000 treatment plan that we had presented. ****** apologized multiple times about feeling as though he was being charged too much for treatment, but that the doctor will recommend treatment that is necessary for his dental health and not for any other reason. ****** then explained that his balance was from the remainder of what insurance did not pay for his services. He understood that what we charged for his first appointment was necessary, yet felt as though insurance did not pay enough. We explained that unfortunately we have no control over what insurance will pay, and that balance on his statement was accurate. Since he stated in a review that he had a gap in his employment ****** then offered an option of setting up a payment plan, or a partial payment towards his account to prevent it from going to collections; he did refuse this offer. His main complaint about paying his account off was he believed our prices were just "too high" compared to other dentists in the area, to which ****** explained that our prices are a reflection of the quality of work offering at Smiles of Chattanooga. After this discussion ****** emailed him copies of the explanation of benefits from his insurance company. After receiving the email he sent us a check for the remaining amount and requested his records be transferred.
We understand that sometimes we might have miscommunications with a patient, which we strive to correct. Most of the time when a patient complains about billing or service, they had another element that is bothering them, such as fear of the dentist or financial concerns. Our prices reflect the quality Dr. *******'s extensive training, experience and high quality materials that we use on every patient. Our prices are also below dental industry standards and extremely competitive with our area. The falsification of how much he paid for his services as well as his account of how we conduct our practice was concerning. He was purposely dishonest with the intent of harming our reputation, which he openly admitted and we have recorded audio proving so. We are happy to receive criticism because it provide us an opportunity to give our patients better customer service, and sometimes bad reviews will happen when there are miscommunications or mistakes on our side. Although because of the lack of validity with this complaint, and because we have already satisfied this patient's concerns, we are asking for this complaint to be removed. We certainly do not want potential patients who need a new doctor's care to be perturbed because of an inaccurate description of our billing and customer service. Our patients' care and health are the most important part of our practice and we are dedicated to providing superior comprehensive dental care that promotes awareness, education, healing, function, and beauty.
Thank you for your time and consideration with this request. We feel that the complaint was made out of passion and financial panic on the patient's part. Please contact our office with any questions or concerns.

**** *******
************** *********
With Dr. ****** ******* DDS
Smiles of Chattanooga
XXX-XXX-XXXX

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