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:08/19/2025

  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.

  I had an appointment on April 30, 2025. A week before my appointment I was on the phone with this dental office and provided my insurance information. Nothing was said to me about them not takingt it. A few days before my appointment I again texted the insurance card to the office. Again, no one sald my insurance wasn't accepted here. I get to the appointment, they make me fill out and sign all of my forms, including a good faith estimate. After getting all of the paperwork turned in, they then asked to see my insurance card again. I handed it over, they told me they were out of network, but was then told " We will send the information to your imsurance company, see what they pay, and then we can go from there". I then get a bill for over 5200 for four bibewings, an exam, and a prophy. I'm obviously upset because that's not what "we'll go from there" ***** to me is a surprise bill. I call and they bell me they'll have their office manager -******- call me, they'1l see what they can do, they'll piis along my concerns and give me a call back - I don't hear from them for months and finally in the middle of August one of the front desk girls named ********* calls me and is incredibly rude and tells me that it's ultimately on me to know if my imurance is accepted, even though I provided it to them multiple times. This office is full of schemey, lying, manipulative individuals and neither the owner doctor nor his office manager **** reached out. The people of ************ and the professionals at the board of dentistry need to be aware that this type of dentistry is happening right under theirnoses and they need to be imrestigated as I'm sure I'm not the first ****** this has happened to. It's con artist work if l've ever seen it. It's truly a shame that I've had to deal with this as I know my. and I'm sure others don't and have been taken advantage of by this heinous business that it shamelessly hocking "healthcare" to members of their own community.

  Business Response

  Date: 08/21/2025

  I am responding to the complaint that Ms. ***** ***** filed with the BBB regarding her April 30, 2025 new patient hygiene visit.  Ms. ***** rescheduled her appointment several times but did provide her insurance information to us prior to her appointment via our text messaging system.
  Upon her arrival to her appointment, and before any services were performed, Ms. ***** was informed by Jayde, our scheduling coordinator, that my office is out of network with her insurance. Jayde further explained that we didnt have her specific policy in our system to be able to see what her out-of-network cost would be and that we would have to wait and see what her insurance paid.  Jayde explained that we would be happy to work with her on whatever balance remained after her insurance had paid.  Jayde had the understanding at that time that the patient understood that she would have a balance and that we would work with her if she wanted to, or needed to, make a couple payments if the balance due was more than she wanted to pay at one time.  We dont have a good faith estimate form as Ms. ***** mentioned.  Simply a consent to treatment and agreement that the patient is the financial responsible party,regardless of what insurance does or doesnt pay. This is routine and standard practice in healthcare.
  Following payment by **********************************, her remaining balance was just over $200 of the total $321 new patient appointment. Ms. ***** called on 5/14/25 after getting a statement and spoke to Jayde again.  The patient was upset over the balance due and expressed that she thought that when she was told that we would work with her that we meant that we would lower the fee.  Jayde explained to Ms. ***** that we dont lower the fees for out of network patients and was careful to reiterate their previous conversation from the day of her appointment. Ms. ***** was not accepting of the circumstances and asked that it be passed on to someone else to review.
   My office manager,******, reviewed Ms. ****** account and our video/audio recording from our front office cameras to ensure that the notes in the patients account aligned with the actual conversation on the day of her appointment. ****** then reached out to Ms. ***** on 5/19/25 and left a message at the phone number provided to us by the patient, asking her to call us back. We didnt hear from Ms. ***** again until August when she voiced that she was very upset that this hadnt been resolved.  She was told that we had made an attempt to reach her back in May and she then gave a very specific time window for her availability to be reached by phone.  
  Within a few days, Ms. ***** then spoke with *********, our scheduling coordinator, as ****** wasnt going to be available during the early morning window that she had given us to reach her until the following week. ********* began the conversation with an apology that this hadnt been resolved yet.  The patient became upset when ********* suggested that the patient has a role in understanding their own benefits and coverage and choosing a provider.
  In specific response to Ms. ****** accusations against the ethics or character of anyone on our team, we are unphased to her opinion of us.  We appreciate the BBB in hearing both sides of the story. 
  
  Sincerely,
  Dr. ***** A. ******

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23770502
  
  I am rejecting this response because:

  There's a lot in the response from "Dr.
  ******" that mentions I'm very upset, misunderstanding of the situation, hard to get in contact with, moving appointment around and being difficult etc. that's simply not accurate and honestly insulting that the situation is being skewed so negatively towards me.
  
  
  It seems as tho history is rewriting itself. I didn't set a bunch of appointments and then flaked on them. I set one and was placed on a wait list and when offered appointments off the wait list, I had to decline as they didn't work for my schedule. I made an appointment on the day I was off and kept it. I called and gave my insurance over the phone when I initially set up the appointment. I then called again after I got a voicemail were I was informed I would have to be seen by an assistant for X-rays and then have the hygienist do my cleaning after (which was totally fine and I understand that things happen) so l again brought up the insurance. They had me take a picture and text it to them. I still heard nothing back about the picture of my card.
  
  
  Finally, I walk in on the day of my appointment and am handed a packet of paperwork. Still no mention of my insurance or asking to see my card. The paperwork did mention a "good faith estimate" (even tho they say there's not and I have no proof that there is since I had no reason to believe I would need proof (i.e. a picture of it in my lap in the waiting room) as I never thought any of this would go so awry.)) I then had the conversation with Jayde after turning my paperwork back in(as described by the office's BBB response.) Mind you both myself AND the office agree that the way she worded the whole thing about "figure something out" got misconstrued - however, I have no issue with Jayde. She's human. She said it one way - I took it another. However as a business, when one of your employees says something to a patient like that, it's my opinion that an honest and fair business would back up the patient/customer and figure out a resolution.
  
  
  Again - the alleging that I'm hard to get ahold of and I never reached out is complete ludicrous. As soon as I got my statement that I had a balance, I reached out. The initial conversation about what insurance covered vs what I owed was had. I felt they made a mistake with how they worded everything and after CALMLY going back and with (I'm guessing Jayde again?) and getting no where I did ask to speak with the manager. They said they would pass that on to ******. At some point ****** does call me back and left a voicemail which I texted multiple times saying "just reaching out as I haven't heard from ******." So to say that I didn't try to resolve this long before now just simply isn't true. Mind you, to this day, I STILL have never spoken to ******.
  I get a text out of no where in August. It's someone saying they're going to have ****** reach out. I tell them I'm avail any day before 7:40. Mind you this office is open Monday thru Thursday starting at 7am. Yet my hours are "hard to
  accommodate." That's nearly three hours a week I'm available during their 36 hour work week to have a quick conversation at any point that's available to them.
  
  
  Lastly, (and ultimately the straw that broke the camels back) my last communication with this office: speaking with *********. I had an eleven minute conversation with what I can only assume is the acting office manager (as ****** is never available, clearly) that was so unpleasant and unprofessional I cant even believe it happened. The attitude in her voice and the venomous tone she took towards one of her own patients was appalling. She stated early on in the phone call she wasnt going to argue with me while then proceeding to argue and place blame on me for the entire situation. She was belligerent and degrading in which she tells me that this is my fault because I should have known that I was out of network (please reference all of the above instances where I tried to get clarity before I ever once even stepped into the building.) She then brought up my new place of employment and my job title there (which I can only assume was a.) a threat that shed get in contact with my boss and/or b.) she knows where I work, thereby knowing my location 40 hours a week) Either way, incredibly unprofessional, threatening, and completely uncalled for. 
  
  
  So now were here. I believe you, as the BBB, can see the way that in which Dr. ****** (or whoever in the office actually wrote the response - considering he never not once even bothered to reach out to me) speaks to his patients and his clients. Saying hes unphased by my opinion of them. What I can tell you is Ive never submitted a complaint much less had such a negative experience with a business much less and healthcare professional (I use that term so incredibly loosely- given the everything Ive witnessed from this office.) From the very start, theyve been unhelpful, unkind, and unapologetic for the horrible service they provide to me as a new patient. I dont know if this is who they are with everyone, but I truly doubt this is an isolated incident in all the years theyve been open. Legacy Family Dental is in fact leaving their Legacy - and from what I (and Im guessing many others) can tell, its not a very good one.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 08/27/2025

  Ms. ***** has responded with her opinion regarding the handling of her situation.  I am going to state the facts one final time.
  Ms. ***** made an appointment to be seen at Legacy Family Dental.  She did send insurance information prior to the appointment.  Upon arrival to her new patient appointment, she was informed of Legacy Family Dental being out of network with her insurance.  She was informed that the out of network fee was unknown and well go from there as to the balance following the insurance payment. She decided to go ahead and was seen as a new patient.  As stated in her previous statement, four bitewings (x-rays), a cleaning and new patient examination were completed. 
  The insurance company paid a portion of the appointment.  It was at that time she was sent an invoice for the remaining balance. In order to help settle the remaining balance, she was offered a 10%discount for payment in full or she could make payments. 
  A service was provided and billed approximately.  She was only billed for services received that day.  Regarding her request for full reimbursement of $321, according to the initial statement, no reimbursement will be issued.  

  Dr. ***** ******

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23770502
  
  I am rejecting this response because:

  I still believe that their response to the entire situation was unbecoming of them as a business. To whom it may concern: please proceed with next steps.

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