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:03/07/2024

  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.

  On January 16th 2024 My insurance, Aetna Dental, was billed $289 for Gingivectomy or O-Plasty, D4211. The doctor never performed this Oral Surgery and in fact I was never in her office on January 16th, 2024. My oral surgery, crown lengthening D4249, was done on February 9th 2024 by *****************, oral surgeon.... on January 31st, 2024 I was improperly charged, my Mastercard, for out of pocket expenses of $65 for that days service, when there was large amounts of insurance money remaining 5 Weeks Later still no refund or reconciliation. Doctor was and is also withholding my x-rays and notes to myself, my oral surgeon and my new dentist, resulting in additional charges to my insurance for multiple x-rays, including full mouth. Because of the bogus billing of my insurance for $289 my benefits have been zeroed out and I am forced to pay everything in out of pocket cash. I have made numerous requests in writing on March 3rd 2024, February 19th , February 25th , February 10th, February 13th , to the clinic regarding all three of these issues and no response, crickets, 5 weeks after my last visit.

  Business Response

  Date: 03/11/2024

  We wish **************** would have given us the opportunity to better discuss his treatment. He personally chose to follow up with a specialist without communicating this with us/the doctor. We did not submit a referral for him since our Doctor had diagnosed to have the common procedure completed at our office. There also seems a misunderstanding of fees. ******************** Insurance was charged $75 for the procedure not $289 for the "gingivectomy" 4211 necessary to access the deep decay under his old existing crown that had to be cut off. The date of the billed procedure was an oversight by the Assistant which she added the following morning.  The Doctor notes reflect all procedures completed on the appropriate dates preformed. Our Doctor is an "in network" Provider therefore is contracted with Insurance fees. A total of $959 has been paid by his Insurance for his appointments this year leaving $791 available to him from his Insurance. We can't explain why he had any "out of pocket" elsewhere. Possibly the office he chose was an "out of network" provider. **************** paid a total of $65 out of pocket for procedures listed by his Insurance aas "not covered."Our office has a communications tracking system which does not reflect any communication attempts from ****************. On February 13th we received the unexpected call from the ******************** requesting a referral which we did not have since the treatment was said to be completed by our Doctor. They also did not request any Doctor notes or x-rays. We would have no reason to with hold any x-rays as long as a signed consent is received. We then received a call from **************** on the 14th and tried to communicate with him over his concerns. The Doctor also tried to speak with him to come to a resolution. We want nothing but the best for our patients and practice the ******** of **** for each and every one of them. We are available for him if he would like to come into further discuss. Sincerely, Keep Smiling Dental Team

• Initial Complaint

  Date:11/29/2023

  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.

  My complaint is not with the quality of work performed by **************************. I am happy with the two Bridges and feel she did a good job and I stand by my positive ****** review regarding her work.However I wont return for any future dental work as I feel I have been over charged. My issue is the billing which was handled by ****** at the front desk. I was still under a one year waiting period with Delta Dental but decided to pay for two Bridges and subsequently a Root Canal out of pocket and which I had no issue with. The quote that ****** originally gave which I prepaid was not accurate and I ended paying more money. I also had to return to the dental office after my second Bridge due the Lab had rejected the first impression. ****** stated that I owed $300 which I paid but did not believe her excuse. I feel the dental office should have paid that due to it not being my fault. I was also told by ****** that there is a small credit on my account and have requested this to be refunded to me. She had asked me after being there numerous times if I had the Basic or Comprehensives plan. I feel she lacks organization. Also on my last visit for the permanent Bridge filling I was also charged for Fluoride treatment that i had but really had not agreed to. I dont feel that ****** has handled my charges properly which ultimately is the Dentists responsibility as its her practice. My impression is that they want to get as much money out of you as they can so it was time to move on.

  Business Response

  Date: 12/01/2023

  We are disappointed to see this letter. We value you him as our patient and want nothing but the best experience for all patients! The amount collected was not for a new impression. There was no additional fee. It was  a shortage of what was expected from Insurance. As a courtesy to our patient, Insurance is submitted on their behalf. Reviewing documentation from the initial treatment plan, no fillings were included but were discussed at an appointment with the patient, for which he signed and consented. Fluoride is always recommended after crowns are placed as a preventive measure to protect a patient's new investment, not to add cost. The overpaid amount will be refunded immediately. Our documentation states the patient was made aware of the overage and chose to "leave it until next year." We would love to personally speak with **************** and hopefully explain and come to a comfortable resolution.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20933372
  
  I am rejecting this response because:
  
  I still feel that I was over charged. Shifty business practices but have moved on.
  

  Thank you,

  Sincerely,
  
  ***************************

  Business Response

  Date: 12/04/2023

  The fees charged to a patient with dental insurance are strictly dictated by the insurance company and not the individual office.  His overage in the amount of $158.50 has been mailed to him. We wish him nothing but the best. Keep Smiling

  Customer Answer

  Date: 12/05/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/07/2022

  Type:Order 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.

  Was coerced into getting treatment even though it wasn't urgent, I wasn't in daily pain at the time, and I had no $. This was in beginning of Oct. Receptionist stated: you haven't used your dental benefits this year except for cleaning' 'The treatment is $4000 of which your INS will cover $2000' I told her I can't afford that'. She stated you can apply for CareCredit'. I told her, I had CC but the cost still. She convinced me to do a payment plan, I agreed. 2 weeks later I get a bill from CC for $2,816. I call CC, Keep Smiling Dental put through a transaction for services that I had not had yet. My appt was for 11/15/22. Because I had not had the treatment, CC agreed to remove late fees. This is so not culture. How can they bill for services not yet rendered? I figured, I'll let that slide. I go to my next appt and the Dr tells me I need another root canal and that it would cost me $300+. At that point, i was on the chair and in a lot of pain, so i put that amount on a credit card, signed what ever they put in front of me, and she proceeded with the treatment. It was the worst dental experience I have ever had. I'm 64 years old, I've had plenty. The Dr was uncaring, argued with me about moving a piece in my mouth that was causing me to gage, among other things, she squeezed in a wrapper an already used flow string and handed to me to use again. Disgusting. At that point, i was in pain and only wanted out of there. I've been in daily pain ever since. I don't understand what was done to my mouth that even after the root canals, I'm still in pain. Today, as soon as I sat for my appt. The receptionist stated that I owe $300+ and can't do the treatment until that is paid, I was shocked. i get that the Dr had to do another root canal, but no one bothered to call me B4 my appt or offer me payment ************ 2 crowns were already fully paid for by INS and CC. I left the office. I am not paying any more. I want my crowns and I'll get another dentist. ***

  Business Response

  Date: 12/08/2022

  Dear *****,

  We sincerely apologize for your experience. We want nothing more than to have patients comfortable. We strive to have a complete understanding of treatment diagnosed and the process for optimum oral health, which is why there is always a complimentary Consultation to answer any questions you have prior to starting treatment. Unfortunately, sometimes there are unforeseen situations, like a needed root canal after a large filling or crown restoration. Insurance doesn't always financially cover amounts necessary to complete treatment started. We tried reaching you to discuss a comfortable resolution. Please call our Business Coordinator, ******, when you are available. We want this to be resolved and speak with you personally. Thank you and we hope to hear from you soon.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18538752
  
  I am rejecting this response because: At this time, I just want my crowns.  There was more than ample time to let me know there was a balance prior to my appointment.  I lost faith in this office on so many levels which I outlined in my complaint, one of them being, that I was charged for the service prior to the date of service over a month early.  I will have my husband pick up  my crowns as soon as the office has them ready for him to pick up. And,  of course, I will pay what I owe.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/26/2023

  ************ it is common practice in the Dental field to pre-collect for procedures to reserve appointment times. Also, as a courtesy to you your dental insurance claim is filed on your behalf instead of collecting the entire amount. It seems your maximum benefits were paid for the year 2022 which is why there left a $218 balance.  We tried to call you to better explain. Please contact us at your convenience. Your crowns are here and ready to be delivered. Keep in mind the more time that passes they may not fit. The temporary crowns are not meant long term. After the Doctor ******* them, we could forward your records to whomever you chose. Again, we want you to have the best oral health. Thank you