Complaints

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• Initial Complaint

  Date:17/12/2024

  Type:Billing 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 received dental work which they sent my information to my insurance company. My insurance company paid the dentist an amount that they covered and the remaining was sent to my secondary insurance company to cover the rest. They are stating that my primary insurance only covered 25% of the amount ( my insurance actually cover 90% of regular dental work and 50% for cosmetic work) and that the other insurance company paid me directly (in which we never received the money). On top of this. The work was done in 2021 and they approached me in 2023 about the owing money. I have asked for a breakdown from the dentist of when and what the amount is owing and it took then 4 months to respond with a threat to take me to collections. I asked again for a breakdown and now we are in *************************************************************** with taking it to collections. Since this is something that will take me a while to contact old insurance companies to get details from them I think this is ridiculous. I am also hearing from a previous worker from there that they have been threatening other clients with similar stories and threatening clients to pay different amounts that they stat insurance companies owe them. Both my insurance companies cover 90% or as low as 50% the full amount is always covered.

  Business Response

  Date: 08/01/2025

  ****** completed dental treatment on December 29th,2021 in the amount of $3146.00. At that time she had two insurance companies.Her primary insurance company only covered $752.20 and we were paid this amount on February 14th, 2022 because she had reached her annual maximum for the year of 2021. Had she not reached her maximum I am assuming they would have covered the normal 50% however there is a maximum you are allowed per year.  
  We sent the remaining balance to the secondary insurance and did not receive anything. The first statement we sent to ****** was less than 90 days after the treatment date. It was sent on Friday - 11 Mar 2022 and on the statement sent it indicated it was for the balance on account and indicated the primary paid and the secondary was sent directly to them after we had spoken to the secondary insurance to find out where the payment was.
  We never heard back from this statement being sent and she last minute cancelled her appointment she had set up on March 28th, 2022 clearly after receiving this statement and never rebooked any further appointments after being a patient here since 2008.
  We called the insurance company once again on Thursday January 19th, 2023 to confirm the payment was sent directly to the insurance holder and were informed that the amount of $1456.50 was paid directly to insurance holder on June 14th 2022 and sent another statement to which we heard nothing back.
  After multiple statements being sent with no reply we did send an email in hopes we would get a response in this manner. We offered her a payment plan to clear the balance as well as time to call her insurance companies to find the answers she was looking for. You can get information from insurance companies within the same business day as we do this daily from our end so we had allotted more than enough time for her to get answers.
  It is hearsay from old employees who may be upset with the company and patient information is all confidential.The employee should not be making any comments as such.  
  We are always willing to work with our patients to get them the treatment they need regardless of their financial situation. We attempted to resolve this for a very long time and still after two years were willing to do a payment plan and give time to sort matters out. Insurance companies are an agreement between the insurance holder and the company. We submit claims as a courtesy however the bill is always the patients responsibility not the insurance. We do not have an agreement with them.