ComplaintsforRose Dental Group

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  3/3/2023 Overcharged by $79.70 on day of dental service, insurance covered most of the, but they refuse to pay me back.4/7 Insurance paid 100% of the procedure on this day. Overcharged by $45 and they refuse to pay me back.4/25 I paid ****** day of my procedure and they did not submit a claim until this week (July) and for the wrong items (put that I got a noble metal crown which I did not). 6/9 Overcharged by $269.05 for this procedure, insurance covered the rest, they have refused to refund the overcharge.Spoke with the office on 6/21 and 7/5, both times they claimed they were "waiting on my insurance" but I called my insurance 6/21 and they have paid their piece of this entirely (Except the one I mention above submitted only this week). I have EOBs for all of these procedures.

  Business response

  07/26/2023

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We understand that billing and insurance matters can be complex and sometimes lead to misunderstandings. After carefully reviewing your case, we want to clarify that you were not overcharged for any of the dental procedures you received at our office.
  
  Our team has thoroughly examined the billing records for each of the dates you mentioned, including 3/3/2023, 4/7/2023, 4/25/2023, and 6/9/2023. Based on our investigation and in coordination with your insurance provider, it has been confirmed that all charges were accurate and in line with the services provided.
  
  We apologize for any confusion that *** have arisen during the billing and insurance reimbursement process. Our office strives to maintain transparent and accurate communication with our patients, and we are sorry if there were any lapses in this regard.
  
  Regarding the claims submitted to your insurance, it is possible that there was a delay in processing or misinterpretation of the Explanation of Benefits (EOBs). We understand that EOBs can sometimes be challenging to interpret, and we are here to assist you in understanding the details of your insurance coverage and billing statements.
  
  Please be assured that our team is always available to address any questions or concerns you *** have. We encourage you to reach out to us directly so that we can provide you with further clarification and assistance with any insurance-related matters.
  
  Once again, we apologize for any inconvenience caused and thank you for your understanding. We value you as our patient, and it is our commitment to ensure that your experience at our dental office is nothing short of exceptional.
  If you require any additional information or have further inquiries, please do not hesitate to contact us. We are here to help.
  
  
  Sincerely,
  
  
  ***********************
  Rose Dental Group - Angus Road

  Customer response

  08/02/2023

  Complaint: 20275653
  
  I am rejecting this response because:

  There's no "confusion" here and the response even admits there is reimbursement needed. It talked to the billing people at the office over the phone and they implied some of these over payments were applied to future bills. They have no proof of this and have refused to provide any evidence of these applications to other bills. I have asked multiples times to be shown a bill but they have not given me anything. We are now at 4 months since the FIRST overpayment, and they are still claiming to be waiting on the insurance company to send them payment, but I have confirmed twice now with the insurance company that they have submitted these already and in time.
  

  3/3
  I paid ****** day of appointment
  Principal *** says they paid all but 10% (****** total paid by them) ***** owed by me
  Overpaid by 79.70
  
  4/7
  I paid ***** day of appointment
  Principal *** says they paid 100% (***** total paid by them)
  Overpaid *****
  
  4/25
  I paid ****** day of appointment
  Principal says they paid 60% of core buildup (****** paid by them) ***** owed by me
  Crown charge was submitted at ******* but seems unresolved
  "Comments
  Additional information required: Please provide the impression and seat dates
  1 Additional information required: Resubmit when treatment or service is completed"
  Never submitted claim
  
  6/9
  Principal says they paid 90%

  I was overcharged 269.05
  
  6.21 conversation with *****? at Angus Road Dental Manager is ****
  She spoke with  principal reference number *****

  Resubmitted 4/25 ***** business days for crown refund processing
  
  Also said I was overcharged for latest appointment 6/9 and said the payment was going to be refunded to me via check
  
  She said her manager was out of office and would be back next week where
  Could not provide me a receipt of where I was refunded
  
  
  7.5
  Spokeagain to Maham(?) she said that my balance is still 0 and that my
  overpayments were applied as a credit. She said that "in the new system
  we can't tell what these were applied to". I said if she couldn't prove
  these were applied somewhere else, than she owes me the money.
  
  She said she was waiting on the ***s from my insurance company before she
  pays anything out. She said she requested these 1 week ago and that it
  would take ***** days. She said she would call them again today. I
  offered to send her the ***s myself and she declined .
  
  I also pointed out that on the *** for  4/25/5/29 my crown is listed twice, once as "Crown - Full Cast Noble
  Metal" which is not what I have. She said she would look into it. I have not received ANY update on this incorrect billing they submitted.

   

  I can attach all ***s if needed
  

  
  
  Regards,
  
  *************************

  Business response

  08/14/2023

  Hello ****************,

  Thank you for outlining your concerns with each visit.We have attached a list of procedure codes with their fees and the payments. Hopefully this will help clear up some of the confusion.

  Please don't hesitate to call us if you would like to discuss any of the details.

   

   

  Customer response

  08/23/2023

  Complaint: 20275653
  
  I am rejecting this response because:

   

  This is just a list of procedure codes. It does not address my issue at all. I have carefully outlined the exact charges in previous correspondence along with what my insurance paid for and what I paid for up front. I was overcharged, my insurance paid and you double dipped and also charged me for the same thing my insurance already covered. This is pretty open and shut and your payment coordinator at the site already confirmed the same when Is spoke with her multiple times.
  
  Regards,
  
  *************************

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rose dental is keeping my money and the money my insurance sent to them. I have the EoB, On the day of the procedure, they conveniently did not contact my insurance. So, they threaten me .. saying that if I would not pay they would not do the extraction on my daughter's tooth. She was in pain! So, I paid $1,517.46. They also said that they would return my money if the insurance would pay. Of course the insurance paid. The amount charged was $2,649.74, Allowed amount was $1,662.32 and amount covered was $1,180.80. I would need to pay only $553.83. The math is simple, they would need to return $1,517.46 - $553.83 , so I would need to get a check for $963.63. They are a network provider and therefore need to abide to the allowed amount, but they refuse to. This is not how it suppose to be. They need to give my money back. Rose Dental - keep away from them.

  Business response

  03/08/2023

  We have been in direct contact with the customer and have addressed her concerns. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I am a patient with Rose Dental in **********. I Had dental work started before the pandemic and lockdowns. After improvements in the situation, I started back in late August trying to complete dental work. I paid $1800 as my part of payment. After many failed attempts in fitting me Correctly, I was promised a refund in the amount I paid back in late March. To this day I have been calling with no call back from manager of clinic. She is also either out or just left. Called corporate office. They said they contacted Rose Dental on Monday June 6, 2022 and they would call me back in a couple days. Today is 10 June 2022. No call back. Called corporate office. Got run around. The person I talked to Monday by the name of ******* was too busy to talk to me. Person at Rose Dental named **** told me office manager ***** had already left. She is the one that never returned my calls. She check my records to see what was going on with the refund and told me that it had been resubmitted on June 7, 2022, day after I contacted corporate. I have been waiting all that time for the money so that I can finish my dental work. Nobody in manage has retinue call which is poor customer service. No apology. Just given the run around, whiz is more upsetting and frustrating than anything. Please follow up to help me resolve this problem.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My dispute is due to the deceptive practice of this company. Before I agreed to have the procedure, I had an in-person meeting with ********, the office manager, who told me my dental insurance would cover 50% of the total cost of $1213 and my portion would be $617. Based on this information, I went ahead with the procedure on 8/30/2021. After the procedure, I paid $567. According to Rose Dental, this would have completely paid my portion and insurance would cover the remaining balance. Approximately 2 weeks later, I got a **** for $461 and when I called to inquire why I was being billed, ******** informed me the insurance company refused to cover the balance. I have since repeatedly called Rose Dental, which in itself has been a hassle because ******** does not return my calls. I have had to call frequently to reach her, even though I've left many messages, she does not call me back. She makes promises to call the insurance company and call me back, but this does not happen. I persisted in my phone calls until I reached her. The insurance company has no recording of any calls from Rose Dental concerning this matter. ******** claims to have spoken to **************** on 8/19/2021, which is when she said Humana told her they would cover 50%. Humana said they have no recording of any such call from Rose Dental. ******** is not truthful. She has proven this time and again with her claims and actions. Today, she told me she had left several voice messages on my phone, but I have not received a single call from her. I do not think I owe this **** to Rose Dental and am unwilling to pay it. They gave me incorrect information.

  Business response

  01/20/2022

  A follow by our Regional Manager has been made with the patient since his review. Apology was made to patient as the office currently uses a Third *************** verification team due to staffing shortages from COVID. This led to an incorrect estimate to the patient but also explained these are just estimates that we provide to our patients. We have met the patient's request half way and adjusted off 50% of the balance which the patient, ***************************, was made aware of by our Regional Manager. Total adjustment of balance was $240 leaving the patient with a $221 balance. Patient agreed to pay balance at next visit in office. 

  Customer response

  01/21/2022

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  To Whom It May ********* was given no steps or procedures to take prior to the surgery; I was not told that I needed to take panoramic x-rays as I had already had x-rays taken of my teeth a few weeks prior from them; and I was not told pricing and was faced with a larger amount than expected. Also, I was not told that I wasn't allowed to eat the day of so I was unable to be put under and had to be awake for the procedure. If I did not have the funds nor the opportunity to get a credit increase, I would have been unable to have my procedure done. It is very poor communication on the Dentist's and dental office's part in not advising patients of what is going on, what steps to take prior and after, and who to contact. I did not know who to contact about this but I am extremely upset about my visit and how I was treated. I was given no insights or steps on what to do prior, and hardly given any steps to take after. I was also not told how expensive it would be.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I made an appointment on 8/2 for a dental cleaning. My insurance covers cleaning. When appointment was over I was directed to checkout at front desk. The front desk lady then proceeds to tell me I owe $119. I ask what for because my cleanings are covered by dental insurance. I told her I need to talk to my insurance company first. After minutes of her looking thru the records. She proceeds to tell me I had a service done that was not covered by my insurance. A peridontal cleaning. I ask her who approved that. I made an appoint for a basic cleaning. The dental office or dentist /hygenist never told me I was receiving a procedure not covered by my insurance. To my knowledge the only thing that was done was a cleaning. I would like to have this charge removed from my **** because it was never authorized to begin with. This dental office has done this before with Fluoride treatments. They wont tell you that you have to pay out of pocket. you find out when leaving office after its done.

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