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:04/21/2025

  Type:Customer Service 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.

  Service was completed 12/30/24 Insurance stmt received in February confirmed I overpaid paid $635. I contacted the office for a refund of my over payment on the following dates:3/10/25,3/13/25 3/19/25 321/25 3/27/25 I have never received a return call or a refund of my money, which is fraud.

• Initial Complaint

  Date:04/18/2024

  Type:Product 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.

  Date of the transaction was 03/08/2024 I paid this business a deposit of $113 for a wisdom tooth withdrawal that I never did. The nature of my dispute is that I have been calling for over a month to get a refund and they keep telling me that their office manager will call me back she never does. The refund was a deposit for the surgery it was like 10% of the total amount I was going to pay for the surgery. The business has not tried to resolve my issue now theyre telling me that they are trying to file a claim through my insure to see if all my expenses were covered I didnt even move forward with the surgery all I did was get x-rays which were covered though my insurance and I paid them co-pay.

  Business Response

  Date: 04/30/2024

  Dear *****,

   

  This email is to serve as our response to the forementioned complaint. We do not agree with the statement made by the claimant. We have not only been in contact with the patient, but have also been in contact with her insurance to resolve this matter. All communication is notated below.

   

  The patient was seen in our practice on 3/07/2024 for a consultation for extracting tooth #s 1, 16, 17, and 32. The services rendered on 3/7/2024 were billed to her insurance on 03/14/2024  for the total amount of $441.00. The procedures and fees were presented to the patient, she agreed, signed, and reserved a date to continue treatment.  

   

  The claimant called on 3/18/2024 to cancel her appointment and ask for a refund. She was notified that all refunds take ***** days to process, and the information would be forwarded to the office manager.  On 4/1/2024 she called back and requested to speak to myself, the manager. I returned her call on 4/5/2024 and notified her that we were waiting on the insurance to process the claim for services rendered on 3/7/2024. I reiterated that it can take ***** days for refunds to be processed. During this conversation she had no issues regarding our office policies pertaining to refunds.  On 4/18/2024 she checking the status of her refund. Our office staff read the account notes and told her that we are still waiting on insurance. The claimant told the staff member that she called her insurance and they said they have already paid. I contacted the insurance to verify so that we could process her refund. The insurance representative told me they did not show a claim on file for date of service 3/7/2024. On 4/18/2024 at 9:48 am, I emailed the claim to [email protected].com. We are still waiting for payment. I called the claimant and left a voicemail asking her to return my call.

   

  As of 4/30/2024, I have not heard back from the claimant, nor have we received payment in order to process her refund.

   

  If you need any additional information, please feel free to contact me.

   

  Regards,

   

   

   

  *****************************

  *****************************

  Office Manager

  Mountain View Oral & Maxillofacial Surgery

  11843 ******************* #***

  ****************, ********

  **************

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because:
  
  The office manager has never called me nor left me a voicemail. I have called their office and I am always told that the office manager will call me back and she does not. I just get the runaround with the receptionist who answers the phone. I just went through my voicemail and I also have no voicemails from them. 

   

  I dont need a service from them. I have cancelled my appointment and all I need is a refund. There is more than $1500 available in insurance coverage  not sure why they wont refund me a deposit that i paid out of my pocket to book the appointment for the procedure. This is unbelievable!