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:07/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have gone to this practice for many years and never had a problem like I had in June of 2024. I visited this practice for the first time since the new year. I had a different dental insurance then the previous year. I was told that the practice accepted my insurance but they took the payment for the service and then I would seek reimbursement. I was given an estimate of over 1100 **** which i payed and expected to get the majority of this back. They did provide me with a treatment plan and told me I would be reimbursed.. The receipts were submitted and I get back a little over 400 ****. I was furious. I was mislead and was told by my insurance company this is common practice for practices to say they accept the insurance and give you the impression that you will be reimbursed. I have sent several emails and made phone calls and the office finally answered the email and said I needed to speak to the dentist. I didn't have an issue with the dentist. I did have an issue with the way the practice was represented. I had a retainer made also. The first impression I had done was broken I had to go back to do another. The day I pick up the retainer the tooth part of it is red from wax. They clean. It off and I try it. It felt different but I wasn't sure what to feel. I come home and take a closer look. The retainer doesn't line up with my teeth and is too small. I asked to return this device and I was told I had to speak to the dentist. I just want to return the device. It is wrong and I feel so mislead by this business and taken advantage of in a very stressful situation I never want to go back. The cost of the retainer is 375. I am seeking reimbursement for just the retainer. In reading a ****** review from just seven months ago on there site it seems I am not the only one who has had this experience with them. My story is identical to her story. I do not wish to go back to this practice. I just want to return this device and be refunded...

  Business Response

  Date: 07/25/2024

  At this time, we have reimbursed the patient 50% of her device as an act of goodwill. We have contacted the patient 3 times since her initial complaint, and she has refused to communicate outside of email correspondence. As a healthcare provider, we are not able to solve physical problems over the internet. As for the patient feeling duped about her insurance not covering her treatment, that is between her and her insurance. We have been Out of Network providers with Delta Dental since 2023, and patient has been informed by mail last August. As for this specific treatment, we have a signed treatment plan document indicating that she was aware that she would be paying for her treatment upfront, and that her insurance company would decide on what treatment they would cover. Patient did not request a preauthorization prior to treatment, accepted treatment, and acknowledged that her insurance would be reimbursing her directly. We will no longer continue discussion with this patient in regards to this request, as we have adequately attempted to address her concerns without her coming into our office for a proper evaluation of the issue. 

  Customer Answer

  Date: 07/25/2024

  Provider mentioned three attempts of them reaching out by phone. After an initial. contact with the office and speaking to one of thier office staff members who was disrespectful, I absolutely communicated only thru email. As mentioned in my previous statement I had not visited this dentist since 2023 and at no time did I ever receive  a letter explaining any of this in August of 2023. As far as payment and signing the estimate I did so this with the misguidance of there office staff member,  who said they accepted my insurance but no longer waited for payment. I paid the estimated fee with the impression given to me that after the information was submitted I would get part of a reimbursement. If this office looks at the original before insurance estimate they will see that costs were ****** out and while I was in office this was not the first copy that was like this. The original document was shredded while I was in the office because the prices were ****** out and then corrected. I find it very coincidental that I have never ever had a single issue with this practice and they change there way of doing business and there is not only my complaint but others with this same issue. At this point I will accept the alleged good faith refund of 50 percent of the defective appliance. It was the right thing to do but only 50 percent of the right thing to do