Complaints

This profile includes complaints for Costa Family & Cosmetic Dentistry's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Costa Family & Cosmetic Dentistry has 3 locations, listed below.

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  Costa Family & Cosmetic Dentistry

  42395 Ryan Rd Ste 104 Ashburn, VA 20148-4864

• 

  Costa Family & Cosmetic Dentistry

  10135 Colvin Run Rd Ste 101 Great Falls, VA 22066

• 

  Costa Family & Cosmetic Dentistry

  10135 Colvin Run Rd Ste 230 Great Falls, VA 22066-1874

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:08/14/2024

  Type:Service or Repair 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.

  We have been customers of ********************** since moving to the area, for about two years now. We randomly received an email with a $900 bill, on 13 August 2024, and requested the attached more detailed invoice. The bill in question was for services in April and July 2024. Upon inquiry about why after two years were receiving a bill now, weve been informed by ********** that Costa stopped accepting Tricare / united concordia at the end of 2023. Unfortunately, we were never informed of this, despite two office visits in the past year. During both office visits, we were informed the computer system was down (April) or internet was down (July) and they would follow up if there was anything needing attention. We never heard anything, and had no reason to believe we were accruing a bill our insurance would not cover. No one at check in or out highlighted we were now out of network, we never received any email, call, text, nor was any signage posted in the office during our visit - despite Costa supervisor believing this was done. At check in, our insurance was confirmed by the front desk, who at that time should have said they no longer took our insurance. Had we been informed Costa was no longer in network, we would have found an in network provider. We would not have continued at Costa knowing we were accruing a bill. I spoke with **********, a supervisor on 14 August, and was referred to ****** the finance manager who was not in the office. Ive emailed ****** the above, and have not received a response. Costa should recognize their mistake and faulty communication/ business practice and forgive this bill in its entirety.

  Customer Answer

  Date: 08/22/2024

  This has been completed with the company and they erased the wrongful bill. 

  Business Response

  Date: 08/27/2024

  The following email was replied to complaint 8/15/24 at 2:35pm after her initial emailed complaint was emailed on 8/14/24 at 12:48pm. 

  Her email: emailed complaint was emailed on 8/14/24 at 12:48pm. 

  Hello ******, 
  
  
  **********, the Costa supervisor recommended I contact you regarding our bill. We have been customers of ********************** since moving to the area, for about two years now. We randomly received this email with a bill, and requested the attached more detailed invoice. 
  
  
  Upon inquiry about why after two years were receiving a bill now, weve been informed by ********** that Costa stopped accepting Tricare / united concordia at the end of 2023. Unfortunately, we were never informed of this, despite two office visits in the past year. No one at check in or out highlighted we were now out of network, we never received any email, call, text, nor was any signage posted in the office during our visit. Had we been informed you no longer took our insurance, it would have enabled us to make another choice for care and not lead to a medical bill for which we have insurance. 
  
  
  Id like to find a way to work with you for a mutually acceptable resolution. Please contact me at your earliest opportunity. 
  
  
  Thank you, 
  
  
  Sandie 

   

  My reply: replied to complaint 8/15/24 at 2:35pm

  
  Thank you for the email.  My apologies you never received an invoice from our office.  Unfortunately, we had to go out of network with United Concordia as the fee schedule was well below the rise in fees of services.  We will honor the United Concordia fee schedule for the following dates of service  1/15/24 and 7/2/24. Please note moving forward, we will be considered out of network with United Concordia. Please let me know if you have any questions or concerns. 
  

  The follow up:  8/16/24 2:23pm   Hello, 
  
  
  Thank you for the response. I am hoping to make sure I understand this correctly; for the period through ***** last visit in July, youll accept our insurance as in network and therefore we have zero remaining balance? 
  
  
  Thank you,
  
  
  ******

   

  The final follow up: 8/21/24 12:42pm

   

  Hi *****,
  Yes that will be correct! We have honored the in network fees with United Concordia as a courtesy for the prior service dates so this has brought the present balance to $0. Moving forward, we will have to honor the standard fees for any appointments since we are out of network with the insurance plan.
  
  
  Best Regards,
  *******************************

   

  Complaint received replies in a timely manner and complaint is not valid.  
  
  

• Initial Complaint

  Date:08/17/2023

  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.

  On May 10, 2023 I had a routine dental visit. I have been using Costa for dental care since February 2016. I recently had a change in dental insurance, and admitted had forgotten to check to verify if Costa accepted the new insurance. Upon check-in, I was informed that they did not accept my dental insurance, but the receptionist assured me definitively that the fees would be the same as previously and that all basic cleanings are always covered. Previous appointment fees (for appointments on 11/9/22, 5/4/22, 10/13/21) for Prophylaxis Adult - ***** and Periodic Oral Eval - ***** were billed at $64 and $34, respectively. The receptionist had stated the fees would be the same and would be covered by my new insurance, and she further explained that additional treatments (i.e. fillings, etc) would be billed higher. However upon receiving my subsequent statement, the Prophylaxis Adult ***** and Periodic Oral Eval ***** were billed at $115 and $59, respectively. My insurance covered the previously charged amounts, then leaving then an outstanding balance. I have called Costa 4 times to discuss this, and have been told the Practice Director will reach back out to me to make this right. However no one has contacted me and I continue to receive billing statements for the outstanding balance. The amount of the balance is not the issue; the misleading misinformation and subsequent dismissive customer service is the issue. Had I been properly informed, I could have made an informed decision on whether to cancel and pay the late cancellation fee or move forward with the appointment and pay the related fees. I was not permitted the appropriate opportunity to make an informed decision since I was misled and misinformed face to face by the Costa Dentistry representative.

  Customer Answer

  Date: 08/23/2023

  From: ***************************** <*******************>
  Date: Wed, Aug 23, 2023 at 12:05 PM
  Subject: Re: Complaint #******** - RESOLVED
  To: <**********@mybbb.org>
  
  Good afternoon,
  
  In regards to the complaint below, please be advised that the business has resolved my concerns. No further action is needed. You can close this case out.
  
  Thanks,
  *****************************

• Initial Complaint

  Date:03/01/2023

  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 am receiving emails about a service which was provided a year and a half ago. The provider indicated they verified insurance before I arrived, provided no service in the office, were fairly rude and condescending as I recall (the reason I decided to go somewhere else) and now are emailing me a year and a half later about $40 in which they should have collected at the time of visit since I have my receipt of what they stated was paid by insurance after they verified information. The girl I just talked to on the phone ********** was very impersonal and telling me “she’s in a bind” because they called the insurance who stated I wasn’t active. We’ll you stated I was and I know I was at the time, so that is absolutely on your office. The unprofessionalism of this office is astounding and I am glad I didn’t go back there because I would hate to have this office be in charge of anything medical for me or my kids

  Business Response

  Date: 04/03/2023

  This account was adjusted and patient was happy when she  spoke with a manager.