Reviews

Review Details

• Review fromTiffany T

  Date: 12/21/2023

  1 star
  We've been loyal customers of ProGrin since we relocated to Woodruff in 2022 and have had excellent experiences until September 2023 when they made a mistake, refused to admit it, and won't make it right with us the customer.
  
  ProGrin contacted Insurance to verify coverage for a Maryland bridge for my 14yo and 15yo. ProGrin said the total was $4104 and I was responsible for $1333. I paid this on their appointments in September. In October, ProGrin called to say Insurance denied coverage because of age limitations, that the child must be 16yo for coverage, leaving us with a bill of over $2700.
  
  ProGrin made a mistake when they wrongly verified coverage and misquoted us a procedure. If they had done this correctly, we would have postponed my older child one month until he turned 16.
  
  ProGrin also claims they explained that this procedure is considered cosmetic and may not be covered by insurance, but this is a lie. We never had this conversation.
  
  When my husband met with the staff to discuss the bill, they refused to admit their error. Not a single apology, or "How can we make this right?"
  
  We are asking for ProGrin to admit to their mistake of not properly verifying insurance coverage, and to compensate us for the cost of my older child's procedure since we would not have had the procedure done if we knew there was an age limitation.
  
  We posted this review on Google and they replied: "We made efforts to communicate the age limitations impacting insurance coverage for the bridges before the procedure." This is once again a lie. The first time we were notified of the age limitation is when ProGrin called to say insurance denied coverage. According to the office manager, that's the first time they knew about it too. Why would we CHOOSE to pay over $4000 when we could wait one month and have the bridge entirely paid for? ProGrin was already deceptive and dishonest, and now they're blatantly lying.

  ProGrin Dental of Woodruff, LLC

  Date: 12/22/2023

  I'm sorry to hear about your recent experience at ProGrin. We strive to provide exceptional care and service, and it's disheartening to learn about the billing issue that occurred during your children's appointments.
  
  We understand the frustration caused by the misunderstanding regarding insurance coverage for the bridges. Our team's primary goal is to ensure clarity and transparency in all aspects of treatment, including insurance coverage.
  
  We take responsibility for any miscommunication or oversight that occurred. We deeply regret any inconvenience this has caused your family.
  
  We value your loyalty and want to rectify this situation. I'll personally look into this matter to understand the details better and find a resolution. Your satisfaction is incredibly important to us, and we want to make things right. Thank you for bringing this to our attention.