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:09/16/2024

  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.

  order:limited oral evaluation maxillary partial - flexible -base intraoral Periapical images extract, erupted th, rem oth i paid in full on 6/27/2024 i had many appointments with the dental office but never get my dental they always had an excuse for the dental labor in ***** was able to deliver the dental it is almost 3 month im with out my dental, no temporary dental was offers, i got many phone calls to conform a schedules which canceled a day before reason dental lab in ***** coulnd deliver, since june *** without upper teeth ,cant eat or have any social contact my next appointment with the dental office is schedules for 9/20/2024 I told the desk front emploeyes that I booked a vacation on time which I had to cancel .I always got incompetent answer blaming the Lab in ***** for the delay, I ask for the company's name to find out whats going with my dental, the answer was always the same no comment I despertly need help because i cant take it anymore to be without my thees I also have no money to go to a different dental office I hopr I get some soon because Im really depressed

  Business Response

  Date: 09/17/2024

  The patient came to the practice on 06/27/2024 and had a procedure done and impressions taken. At every point the patient has been informed of the next steps. He has had multiple people in the room with him in order to understand the process and procedures. The patient returned on 07/29/2024 for a second impression. A wax bite was taken on 08/13/2024. On 09/3/2024, the patient came in for the wax try in. The patient was informed that the removable appliance would not be returned until 09/20/2024. The appliance is not in the office. The lab was communicated with and unfortunately when they requested to have it rushed it was too late for the lab to have back in the office. The patient's appliance will be here and ready to be delivered 09/25/2024. 

• Initial Complaint

  Date:07/08/2024

  Type:Billing 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.

  This office practices very poor business and they are professional money scammers.On 3/20/24, I went for a procedure (fxing a high bite from a previous cavity filled in another state I was working at). At this time, my COBRA was processing and the office was unable to verify my insurance (which had never truly ended but was in the middle of getting reinstated through COBRA without stops in coverage). The office reassured me that if I paid out of pocket, all I had to do was submit a simple form to my insurance and the insurance would reimburse me the money. Once my insurance was fully reinstated I called them and spoke to a clinical advocate who explained that the office needed to file a claim and they would get reimburse by my insurance, and I would get reimbursed by the dental office. The advocate called them to explain this and the billing person said she was submitting the claim.A month goes by and I keep checking my insurance to see if claim was processed. I did not see a claim so I call the insurance, and the clinical advocate responds that they have not sent the claim yet. This clinical advocate reaches out to office and speaks to **** who is not sure why the claim was never sent to insurance but assures him that she will submit it. Three weeks after insurance has paid them, there is still no refund from Pine Island Dental. So I reach out to ****, and she very nonchalantly says: okay we are sending you refund. AKA: If you had not called us, we would not have sent you anything because we need you to chase us, and remind us to do our job.I finally get the check in the mail. My jaw drops because once again, Pine Island Dental forgot how billing works and only refunded me 80 dollars out of the 200 that was processed by insurance. I call my insurance clinical advocate and she is in disbelief that they did not reimburse me the entire 200 dollars as I was in network and if I had used my insurance on the day of service I would not have had to pay a single cent.

• Initial Complaint

  Date:01/03/2024

  Type:Billing 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 was seen at Pine Island Road Dental Care on 12/28/2021 and used my insurance to cover my basic dental cleaning, images, and evaluation. I was billed 01/22 for ***** and submitted my payment. My insurance paid an additional amount by check number ******** which was cashed 01/18/22 in the amount of 224.00.I was then billed 10/22 for an additional *****. I called and spoke with billing and that charge was dropped. Now 11/23 I am being billed by their online system once again for *****. I spoke with my previous insurance company, and they said I do not owe them anything and that they did not take money back from the dental office. This is what I was told by the front desk staff as well as the billing person on a previous inquiry. I feel like this is some kind of system glitch and that they are not offering a valid reason for me to be billed for something that the insurance company said is not due. I am writing this because I am exhausted from trying to deal with them and their unsupported billing process. I know ***** is not much money, it is the principle that this was dealt with a year ago and has once again resurfaced. I fear even if I just paid the bill that I should not be paying that the bill would resurface again next year. I also wondered if anyone else was having issues with this practice.

  Business Response

  Date: 01/22/2024

  Good Afternoon, 

  Pine Island Road Dental Care received payment for ******************************* for Date of Service 12/28/2021 in the amount of $224.00. United *********** asked for a recoupment of $58.00 on 3/7/2022 for Date of Service 12/28/2021. We issued refund on 7/28/2022 in the amount of $58. On 10/12/2023 United *********** asked for an additional $58.00 recoupment (refund) for Date of Service 12/28/2021. We processed the refund on 10/12/2023. This leaves the patient with a balance of $116. Due to the patient being upset back when we received the first recoupment (refund) on 3/7/2022 we decided to write off the first $58 balance as a courtesy. Unfortunately when United *********** asked for the additional recoupment (refund) of $58 on 10/12/2023 it brought the current balance to $58.00 for ******. We have tried to be accommodating by writing off the first $58 which was her true patient balance after the insurance payment and recoupment. We also have representative *****; ref # INT53429480 for United *********** that will also state the same information. She also does not show any phone call history about the patient being informed of any other information. Please see attached EOB/Recoupment for DOS 12/28/2021.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21085696
  
  I am rejecting this response because: I personally spoke to the insurance company and that is not what I was told. I was told the original check was cashed and that they did not receive any money back from pine island dental after that date and they said they have no way of getting money back after the check was cashed. I really do not believe them. My only date of service was 12/2021 how can they request money back two years later? 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/25/2024

  Good morning, I am sorry to hear that you still are not getting the same information from the insurance company. I was able to have the supervisor Vina ref#D40250956318179 reach out and leave a detailed message about the ongoing issue with the refund request from them this morning around 10:00a.m.. It is never our intention for our patients to feel as if we are working against them and or withholding correct information. We try our hardest to be accommodating when the insurance company has issues, which is quite common. This is why we had written off the first $58 but at this point they had asked for an additional $58 which did change the amount on your account thus prompting our automatic system to alert you of this balance. I hope that with the supervisor from ****************** reaching out this can shed some light on the situation and clear up any concerns you may have.

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I really do not understand how them deciding the office was in network and the had paid original bills as if they were out of network that it would cost me more? But I will pay the bill. Thank you for your assistance BBB. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/10/2023

  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.

  On 2/7/2023 I was seen at Pine Island Road dental office where a temporary bridge was put on and I gave them the original bridge that came out and doctor kept. ********* the doctors assistant set a date for March 10th at 9:40am to do the work on bridge (she said they need a block of time this is why it is several weeks away), that weekend the temporary bridge fell out and after calling several time they were able to see me and replace with another temporary and again my temporary fell out the day before my appointment. Two weeks before my scheduled appointment (March 10th) I received a call stating my appointment needed to be moved to April 14.I said why? Not enough time was scheduled, I explained I was told by ********* she had to set it in March because she needed a block of time. I eventually spoke with the office manager *********************** and she said that everything was fine she spoke with ************** and my appointment is still scheduled for March 10th.Thursday, March 9, 2023 I received a phone call from Pine Island Road Dental stating my appointment was cancelled because no one was going to be there and my appointment would be rescheduled to April 14, 2023.I told them my temporary fell out and they said we will call you back and see if there is anyone in tomorrow, I ended out calling at 4:50pm and they said the doctor had covid and would be back Monday so they could schedule me to put temporary back if she come in. I said I wanted a refund. I take medication that had to be adjusted for appointment and no one called me to let me know. They stated ************** was out all week. I have and email address for dental office *********************************************************** or *********************************************************** the corporate office is Heartland Dental I called and asked for my original bridge that I brought with me and was told I would have to wait.A refund is the resolution.

  Business Response

  Date: 04/06/2023

  Please see attached.