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:06/28/2023

  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.

  My experience with ************** and the office staff at Saddle Rock Institute was HORRIBLE! When I saw ************** on 6/3/22, I told him I had been having teeth/jaw pain for over one year. My dentist referred me to him, because he said ************** was the best of the best. ************** swore up and down that my pain was absolutely NOT teeth related. He said it was my jaw muscle. So, I went to eight sessions of muscle therapy @ $30 each, for a total of $240.00. Well, that didnt help, so I went back to my dentist, who determined that a crown on the bottom was loose--and definitely a problem. I had to have two crowns replaced because the seal on both crowns was broken. When the dentist removed the crowns, he said both teeth were brown--like smoker's teeth. So, food and bacteria were getting under both teeth, which was likely the cause of the pain. I'm not quite sure how "the best of the best" oral surgeons could have missed something like this!When I received the first invoice in August 2022 for my copay, I emailed them and said they needed to write it off because ************** misdiagnosed my problem. The response I received was (verbatim): You are charged for the Office Visit it is not based on the Office Outcome with the best of the best, I apologize that you do not believe your visit was not helpful, but you are still liable for the visit. We are glad that you are feeling better now.So, I guess it doesnt matter whether you get the correct diagnosis or not, you (and the insurance) still need to pay.Then to top it off, they were only sending invoices every other monthand quit after they sent the third invoice. Now I received an invoice stating that I owe an additional $18 for a 20% interest fee for an overdue invoice! How am I supposed to pay when they dont send an invoice? I called on 6/26/22 to dispute the 20% interest charge, but had to leave a **. The message on the ** stated I would received a callback within 1-2 days. I have not received that call.

  Customer Answer

  Date: 07/07/2023

  I was hoping to add some information to my complaint #********. I found out today that Saddle Rock Institute turned my bill over to collections.  
    
  Also, looking at my invoices, they couldn't even get my name spelled correctly. My name is *******************************. They have it spelled *****************************. This just shows once again how incompetent that office is! 
    
    
  Thank you, 
  ****************************;
  

  
  

  Business Response

  Date: 07/07/2023

  I am writing this to serve as an outline of events that have led up to this complaint with the Better Business Bureau. This patient was seen on 6/3/2022 for a consultation. She was referred to us by her dentist who was uncertain of the cause of her longstanding facial pain and needed a different evaluation of her symptoms. A consultation was performed reviewing the patient history of present illness and past medical history. A comprehensive examination was performed. The patient did not allow me to take the appropriate diagnostic imaging as she claimed this was already done and she did not want to pay for any new imaging. We requested that she have the images sent from her dentist for review following the visit, which were never provided for my review. During the examination the findings were consistent with a diagnosis that could be remedied with physical therapy and a referral was placed.Additionally, conservative measures to treat her symptoms were provided and reasons to return for re-evaluation were provided. A plan for follow up regarding the results of her therapy was also relayed and discussed. She never went to the physical therapist that the referral was sent to although she claims to have seen a physical therapist. No records of these visits were ever provided to me and she never followed up with any concerns of no improvement or ongoing discomfort. Her only further contact was her calling asking for complete dismissal of her bill.
  The patients insurance company was billed for the service provided on that day. The patients insurance company paid for a portion of the visit but she had a co-insurance/deductible for the visit and she was billed for this portion. The patient paid $10 toward the balance three times but never contacted us to discuss starting a payment plan towards her balance. Prior to being seen in our office patients are provided with a billing practices document (See attached). They are required to review this document and sign the form acknowledging that they have reviewed and understand the policy. This policy states that bills that are not paid in full past 120 days a 20% late fee/interest will be added to the remaining balance. In this situation an invoice outlining this addition was sent. Her account was also turned over to our collection team due to the remaining balance due had aged and it was over 365 days from her date of service. She had requested that she have the balance dismissed completely due to not agreeing with the diagnosis provided based on the clinical examination and history that she provided. She instituted a self-imposed payment plan without discussing this with us and working to resolve her bill in a timely manner.
  At this point we contacted the patient and released her from any remaining balance. The remainder was written off and a zero-balance invoice has been sent to her. 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20250702
  

  I am not really rejecting or accepting this response. What was written in the response is NOT true. But, why would they admit fault?

  I couldn't get into the recommended therapist for several weeks. If I remember correctly, it was at least one month. And, they were FAR, FAR away from where I live. So, I had to find somewhere else to go. I went to eight sessions, at the cost of $30 each, for a total of $240.00--which provided no relief, because I didn't need physical therapy! I needed to have two crowns replaced!

  I did contact their office when I received the first invoice to see what could be done. They told me I owed the bill in full, whether I received a correct diagnosis or not. I found this to be unbelievable! Why would anyone go to a doctor or dentist if they thought they were not going to get help--or get an incorrect diagnosis? 

  I only received three invoices--every other month until January. I paid $10 each time, so I paid $30. Then the invoices quit coming. If they had sent them monthly, I would have continued paying $10/month, and the $120 copay would have been paid off by now! Then they just turned my account over to collections without any fair warning. That was the final straw for me! Their office staff was rude and incompetent through the whole process.

  They did offer to write the remaining balance off, which they did (I have an emailing stating such). So, in essence, this complaint has been resolved.

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