Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went there on 05/16/2023 for a infected tooth, called in advance to see if they took my insurance and they stated that they did. While I was there they took my card and they informed me that it might be $107.00 and they would charge me half of that if it was different. So, this morning I called my insurance company to see what oral surgeon would take my insurance. While on the phone I asked what was the service fee for the dentist visit and she stated that it was 100 percent covered and that I did not need to pay a co pay. So, I called the dentist office back, and informed them that I just got off with my insurance company and told them that I should not have had a copay with the type of insurance I had (Medicaid) the person I was on the phone with stated that they do not accept my insurance and she transferred me to someone else. I spoke to another person and they stated that they did not accept my insurance and stated that I told them that I had United Health care not United Health Care community plan. When I showed up to the appointment she took my card and looked at and entered in all of the information. I feel I should not have to pay anything because they did not tell me that they did not take my insurance until after the visit. I would like to be refunded in the amount of $55.00.

  Business Response

  Date: 05/26/2023

  We are sorry to hear you are less than satisfied with our office. We feel you were provided with good customer service and do not understand that as the basis of this complaint. Our office was very accommodating and assisted in your needs beyond what is customary. We attempted to educate you on your insurance once we realized the error that had been made on the phone when scheduling your appointment. While there may have been a misunderstanding, there was no intentionally false or misleading information that was given. The error was not one-sided. We can only understand as much information about your insurance as we are given. When we are given incomplete or incorrect information, it is impossible to accurately respond. The responsibility of knowing the insurance benefits is with the person who carries the insurance policy as each policy varies.

  As is our office policy, we collect payment at the time of service. We collected 50% of the appointment fee as we expected insurance would cover at least the remainder. The fee was paid without any problems. The patient left satisfied with the service she received. After the appointment, it was discovered that there would be no insurance coverage for the appointment. We notified the patient and recommended a phone call to their insurance in order to find out where they could go for covered services. This was when the patient became frustrated, not frustrated with the service rendered, but with the lack of understanding of how their insurance works. We were unaware of the details of the plan until after the patient's appointment because we had not yet had a chance to verify the insurance. It is not our responsibility to verify someone's insurance for them. They are responsible for fees associated with services, regardless of insurance payment or lack thereof.

  Due to the miscommunication that occurred, per a previous conversation with the patient. We had decided we will remove the remaining balance from the patient's account if her insurance does in fact not provide payment on the patient's behalf. We filed with the insurance as a courtesy. It is the insurance's decision whether or not they will provide payment. That is out of our control and is by no fault of ours. The patient has already received a 50% discount and has no complaint to the quality of work provided so no further refund is warranted.