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:09/02/2025

  Type:Billing 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.

  5/15/25 after my dental services I asked for a receipt to turn in to my insurance company. I received a call from this dental office saying I was overcharged.I paid $150.00 out of my insurance spending account by debit card.I noticed on my bill I was billed as self pay.I asked for a refund of the overpayment and the dental office said I was a no show on 5/30/25 and that they were going to charge me $50 dollars.I told them I was there on 5/30/25 and the office was closed.I even called a few Fridays after that and they have been closed.On the company website it says the dental office is closed on Fridays also.I spoke with the office manager also and they have refused to refund me the money they have overcharged me. The amount the insurance paid was $151.80 total and the amount I paid from the insurance spending account was $150.00 minus from the $260 total charge on 5/15/25.The amount I am owed is $41.80.I was sent an email from the dental office with a balance of $8.20 and was never sent a bill with specific charges.

  Business Response

  Date: 09/03/2025

  Each patient is explained that we are an out of network provider, therefore payment is due at time of service. With insurance, we do subtract what the insurance is estimated to pay from the total of their visit before collecting payment at checkout. Out of courtesy because she was a new patient we filed to her insurance first to see what they would pay and then sent an invoice for the amount not paid by them. Normally we receive EFT payments from insurance on Tuesdays. Also, with every new patient they are require to fill out new patient forms on their first visit. This includes a financial policy explaining if we do not get a call to cancel their appointments within 48 hours, they would receive a $50 no show fee. Our office is not normally open on Fridays however; we do work 1-2 Fridays a month to try to accommodate some people for surgeries or deep cleaning appointments. The hours may differ depending on what appointments are scheduled. We normally call and text patients to remind them of upcoming appointments. We also give a grace period of 15-20 minutes. If the last patient doesn’t show for their appointment by that time, and we have no more scheduled appointments we then close our office. This patient was our last patient this day and was scheduled for an appointment on 5/30/25 for 11:00am which was confirmed via text message by her. You will see in her chart notes at 11:29am we documented she did not show for her appointment.
  The patient’s first appointment was on 2/5/25: The total was $308.00. She paid nothing this date of service however insurance paid us $138 (reg $19.30, plus $118.70). $308.00-$138=$170.00. She made a payment of $30.00 on 4/7/25 leaving her a balance of $140.00 which she paid on 4/16/25.
  The patient’s second appointment was on 5/15/25: Total was $260.00. She paid $150 ($100.00 on one card, $50.00 on a second card). This left her with a balance of $110.00. On 5/20/25 insurance paid $151.80 which ended up giving her a credit of $41.80. This credit would have been applied to her next visit.
  The patient’s third appointment was on 5/30/25 at 11:00am. This was confirmed with her twice via text message. First message was sent 5/23/25 at 11:05am and she confirmed on 5/23/25 at 11:10. She was sent another text message on 5/28/25 at 11:12am and she confirmed on 5/28/25 at 11:38am. Being that she did not show for her 11:00am appointment she was charged a $50.00 no show fee. Therefore, the credit of $41.80 was taken away for the $50.00 no show fee leaving her a balance of owing $8.20.
  The patient has called our office multiple times since the no show appointment. We have thoroughly explained the above on why she does not have a credit and also that she missed her confirmed scheduled time of appointment. We do our best to go above and beyond to accommodate patients. If a patient confirms their appointment, we expect them to show. If we would have received a phone call stating she was running late we would have gladly accommodated her. She stated she came at 11:30am. Our door was locked then and our sign was turned to closed. We never heard a knock on the door or the phone ring.

  Customer Answer

  Date: 09/03/2025

  My appoint that day was at 11:30 on 5/30/2025 not 11:00. I have for that day on my calendar 11:30 confirm by their office. If they had change that, they should have call me directly. I was there and  I'm willing to take a lie detective test to prove that I am not lying. There even was a lady that I spoke with she was asking for directions in the parking lot. The spending card that I swipe for service does not pay for a no show .As of today I have yet to see a bill for service for that day. They are saying  they bill the insurance company first then why was I charge 260 the full amount after service and not just the balance after insurance payment. Even on my receipt it's showing estimated insurance N/A as if I didn't have insurance.

  Customer Answer

  Date: 09/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My appoint that day was at 11:30 on 5/30/2025 not 11:00. I have for that day on my calendar 11:30 confirm by their office. If they had change that, they should have call me directly. I was there and  I'm willing to take a lie detective test to prove that I am not lying. There even was a lady that I spoke with she was asking for directions in the parking lot. The spending card that I swipe for service does not pay for a no show .As of today I have yet to see a bill for service for that day. They are saying  they bill the insurance company first then why was I charge 260 the full amount after service and not just the balance after insurance payment. Even on my receipt it's showing estimated insurance N/A as if I didn't have insurance.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 09/05/2025

  Attached is a copy of the 2 text messages that were sent from our text messaging system that sends out reminders for appointments and for patients to confirm. You will see she replied to the text confirming the appointment time of 11:00am both times messages were sent. 

  Customer Answer

  Date: 09/09/2025

  That was not right. The business was close that day. And they just kept the overpayment that they owed me.