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:07/12/2023

  Type:Service or Repair 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.

  My son went in for services last July/August. I let them know that we had no insurance and that we would be a cash payer. I asked if there was any discount they could give us. They gave us a discount and we paid the bill at the time of service. Ten months later, I receive a call from the new office manager saying I owe money- $114. I explained to her that we paid at the time of service, I have never received a bill and that I don't owe them any money. They refuse to let me talk to the doctor. I still have never received a bill in the mail. They called to schedule my son's cleaning, and I let them know I still had no insurance, asked how much it would be and the quoted me $250 (roughly) which included the past due amount. I explained to them again that I do not owe them money. We paid at the time of service. The new office manager has screamed at me that they are sending me to collections. I have asked again for a bill, they finally sent me one- but that is not what was quoted to me last year when I had the services done. I, again, asked to speak to the doctor and she said no that she is the only person I can speak to about my issue. And there is no resolution, she said pay it or go to collection. I explained to them that I feel like this is the surprise billing that everyone is talking about and she does not care what I think. Pay or collection. I'm not paying for a bill that I was quoted and paid for service and then ten months later, another bill was generated.

  Customer Answer

  Date: 07/12/2023

  **** is my son and he is 20 years old.  We have been working closely with the dentist because of some issues **** has with his teeth and what needs to be done within a couple years, which is why I wanted to talk to the dentist.

  Business Response

  Date: 07/13/2023

  Due to hipaa privacy policies we are not apply to discuss specifics of treatment or dates but we will provide a brief overview of the said situation. Our office manager spent many months researching and resubmitting claims to the provided insurance company with no response. After we received and reviewed an eob regarding treatment for patient Our office manager was quick to call and discuss the insurance issues with *****. While trying to get updated information from ***** she became very verbally aggressive due to the fact that there was a balance remaining because of an insurance denial. She stated that she called and spoke with someone to change the information as well as to discuss what would be owed. There was information about her calling and no information about who she spoke with. ***** was told numerous times that the information that we had on file was the only documented information, so to our knowledge we were unaware of any changes therefore the information was based off of an insurance estimate. After many minutes of ***** being extremely aggressive she was informed that the options were to pay the balance or be sent to collections because our office manager would not allow her to continue to speak to her in such a degrading and inappropriate way. Although we understand that it is very frustrating and time consuming we well surpassed our due diligence in regards to insurance and the time it took for that company to respond. If any further information or specifics are needed we will need a signed records release from the patient. We are more than willing to provide any and all information in order to satisfy this baseless complaint. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20311399
  
  I am rejecting this response because: that is an absolute lie!  I have not had insurance since October 2021 and we had seen them on several occasions between then and now.  They knew we did not have insurance and if they didn't one single phone call to me telling me that an insurance claim was made, would have cleared it up.  Again, I have not had dental insurance since October 2021 and every time we went in there I paid up front.  Why would I have a balance if I paid everything up front?  Every time we went in and had their service I explained to them that I did not have insurance and would be a cash payment.  When I received the call from the business manager 8 months after the service she told me that she was new and was going through people's account that had a past due amount.  I explained to her that me having a past due amount was a mistake because I was a cash payer and did not have insurance and that I paid for the service at the time of service.  That is when she threatened me with sending to collections and that is the exact time that I became enraged.  I work very hard on paying my bills, I don't have bills that just lay around and not get paid.  I expressed very loudly that I have NEVER received a bill from them and this is like the surprise billing that we all sign off on when we go to a doctor. She screamed at me as well which made me yell too.  I agree that it was rude and disrespectful on both our parts, however I do feel that in this situation not once did she listen to the client.  I asked several times to speak to the doctor and she would not allow me.  I asked her to send me a bill- she never did. I begged to speak to the doctor and she said no.  Today I received a letter that they are kicking us out of the practice.  I'm so disappointed that being a patient of theirs for the last 10+ years means nothing.

  Sincerely,
  
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