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:09/18/2025

  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.

  On Tuesday, September 2, 2025, I called Dr. Luke W. St. Pierre dental office to schedule appointments for both my husband and I. Before confirming, I specifically asked if they accepted my insurance. I provided my insurance member ID number, and the representative confirmed that my insurance was accepted. I then asked if there would be a copay or any upfront costs, and I was assured that there would be no copay and no payment due at the time of the appointment. However, while my husband was already in the middle of his x-ray, a representative suddenly came in and informed us that with my type of insurance, all charges had to be paid upfront in full and then reimbursed later by the insurance company. At that point, we were told that the cost would be $388 each, something that was never disclosed to us prior to the appointment.
  Furthermore, while my husband was still in the process of his x-ray, he was then told he had to pay $140 for the x-ray out of pocket. This was done without proper notice, he was essentially placed in a position where he had already begun the procedure and was then told there would be an immediate out-of-pocket charge. This is misleading, unprofessional, and unfair.
  
  We would not have scheduled these appointments, taken off work, or driven 30 minutes to the office had we been given accurate information during the scheduling call. The staff’s misrepresentation wasted our time, cost us lost wages, and caused financial stress.
  
  I filed a complaint through the office’s own website on Tuesday, September 2, the same day of the incident. I never received any response. On Monday, September 8, I called back and explained my complaint in full to the office manager, who told me I would receive a phone call back regarding the issue. No one ever contacted me. On Monday, September 15, I called the office again to follow up. Once again, they only took down my phone number and promised a return call.

  Business Response

  Date: 09/18/2025

  On Monday September 8, I recieved a phone call form Ms Gayebreon ********* in regards to her complaint about being mislead about scheduling an appointment with our office and that we accepted her insurance.  I listened to her complaint on the phone as she described in her complaint to BBB.  I let her know that I would do an investigation internally about how the appointment was handled and I would call her back once I knew the answer from my staff member.  This staff member was out of the office and we spoke about it on Monday September 15.  Once I had determined how I was going to handle the situation, I called Ms Gayebreon on Tuesday Setember 16. This is what I told to Ms Gayebreon when we spoke on the phone; When she called our office, she asked my staff if  we accepted her insurance BCBS Federal and my staff member told her yes.  We accept all insurances.  When my staff member asked her to present her insurance information, she said she didn't have the card with her but gave her the insurance ID number and she told my staff she would bring the card with her to the appointment.   When she and her husband came to their appointment, paperwork was filled and then an insurance card was presented.  At this time, her husband was called to the back and started the process of his new patient appointment, which includes a full mouth set of x-rays.  Once the staff had the card and saw it was the insurance FEP Dental instead of BCBS Federal insurance, as she was telling the staff on the phone, we alerted her in the waiting area and told her, unfortunately, this insurance pays the policy holder and not the provider, she and her husband would have to pay upfront and be reimbursed by her insurance company.  At that point she asked us to speak to her husband who was in the treatment room.  He then decided, to stop the appointment, due to finances.  Our staff stopped the appointment at that time, but x-rays had all ready been taken.  He then paid the $142.00 cost for x-rays and we filed his insurance for him to be reimbursed.   So after I explained to Gaybreon on the phonecall about how this was handled, she still was not satisfied and asked us to refund the total of $142 that was paid to our office.  Since the claim was filed on their behalf, I could not do as she requested.  I offered to her, once she gets her reimbursement from her insurance, that we would refund the difference of what her insurance didnt pay if they don't pay in full.  We offered this as a peaceful solution and she accepted this during our phone call and seemed to be satisfied with this resolution which is why this complaint is surprising.  I thought we came to a mutual agreement of satisfaction.  We have several patients that have this same insurance and have never received a complaint about any of it.  I also apologized to her several times during the phone call for her dissapointment and disatisfaction, which she accepted.