Complaints

This profile includes complaints for Crossroads Orthodontics, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crossroads Orthodontics, LLC

  2240 Mercantile St Ste 203 Castle Rock, CO 80109-3777

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  Crossroads Orthodontics, LLC

  16830 Northgate Dr Unit 100 Parker, CO 80134-5779

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:08/31/2023

  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.

  Im currently a patient here and bought an Invisalign package from them about a year ago. I was assured my $1,200 payment would cover their services and insurance would be billed for the rest. The woman that I talked to even told me if insurance didnt pick it up, she would simply write it off. Well my insurance had no issue paying their portion but Crossroads orthodontics told me I was responsible for the remainder of my balance after they lagged on getting full payment from my old insurance. I. I longer have this insurance and they are telling me that I am responsible for my old insurance balance. Im left very confused as to why they did not collect payment from my insurance in a timely manner and are now telling me I am responsible.

  Business Response

  Date: 09/05/2023

  I attempted to reach **** via e-mail with the below correspondence:

  My office manager, *********, let me know that your insurance had been discontinued (either by change in jobs OR you ended your coverage) and therefore they stopped paying their portion of your treatment benefit.  It's not unusual for insurance companies to spread out payments during orthodontic coverage (sometimes up to 24 months - each insurance company is different).  There wasn't a delay in her filing for your payment, it's just how they work as they space payments out of a period of time.  If you discontinued coverage before they paid their full amount, they just stop paying.  Since you've only been in treatment for 12 months, I'm not sure of the status of your coverage.
  I wanted to talk to you because I was shocked that you went as far as bringing a lawyer into the discussion (not to mention the 1-star review and a BBB complaint).  I figured a quick phone call could resolve all of this and wanted to get a number to call.  I'm sorry you're this upset and know I'm happy to work things out with you.  If you change your mind, we can arrange a time to talk tomorrow.  
  For reference, I've included your initial contract, and I placed an arrow next to the statement regarding this being "your insurance" and the fact we bill them as a courtesy for you.  We don't have any control over the paying procedures and why we can only "estimate their coverage".
  Again, I am happy to talk anytime,
  

  The previous office manager (at the office location where he started his treatment) no longer works for Crossroads and has never had the authority to "write off" any past due accounts (be it personal or insurance).  My attempt to arrange a phone call (where I planned to help alleviate his worries) was only met with more hostility:

  Im absolutely bringing a lawyer into this. I was told 100% that my $1,200 payment would be all I paid for your services. I was told that if insurance didnt pay then the remaining bill would be simply written off. I was told all of this at your office on Dry Creek by the woman that led me through the paperwork. Im sorry your staff lies to its patients about their financial responsibility, only to get them to sign a contract for services. I dont have $500 to pay you, I dont care if insurance pays every so often. People change jobs and insurance companies, it happens, Im sorry your office lied to me about my financial responsibilities and even more so, that I was told any remainder would be written off if insurance didnt pay for it.
  What upsets me is this is my smile, my introduction to the world. I invested in it and $1,200 is a lot of money to me. Now I cant even get my care finished as a result of your offices negligence. Youve upset me beyond words, your office lied to me as if I was buying a used car, shame on it.
  I will keep my ****** rating, I will follow through with the BBB, and I will entertain any lawyer that will take my case. I will not be lied to and manipulated when it comes to my body and especially my teeth. What the h*** am I supposed to do now? Have crooked teeth for the rest of my life? Good day and goodbye, I will never set foot in your offices again. 

   

  We have no recourse for patients that discontinue insurance coverage (either due to change in jobs OR stop paying their premium) - since it has only been a year, it's more than reasonable that they hadn't paid their portion.  As I stated in my original e-mail, insurance companies do NOT pay their portion in full (lump sum) and pay it over a period of time.  We've had this happen with multiple patients in the past and this is a first for someone threatening legal action.  We usually arrange an additional payment plan (to avoid as much financial stress as possible).  This is why we have written contracts and why I supplied a copy to him.

  I was planning to make some arrangements that would reduce his financial burden, but he refuses to make arrangements to talk.
  I'm sorry this has gone this route.
  Dr. Gregston

  Business Response

  Date: 09/05/2023

  This is the copy of our financial contract that **** signed at the beginning of his treatment.  I've highlighted the portion that states his need to cover any portion his insurance doesn't cover.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20545235
  
  I am rejecting this response because: I was told by their staff that I would not have to pay anything that insurance rejects. I was also not told that the insurance company bills every six months. I was assured that my portion (that I paid in full) was all I would pay, and that any amount over that would be simply written off. I was told that they do these write offs all the time. They lied to my face about how much the services would cost. Id also like the payments I gave them refunded, as they now refuse to continue my treatment. My treatment for Invisalign has not been completed and the services I paid for have not been performed. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/19/2023

  We have never told **** he wasn't allowed to come back - I personally e-mailed him in an attempt to set a time to talk and come to an acceptable resolution. He became more aggitated and replied with the threat of getting an attorney involved.  I've included a screenshot of our e-mail communication and underlined his comment:  "... I will never set foot in your offices again."  My office manager e-mailed him in the morning notifying him his insurance was no longer paying - within several hours (without him actually speaking with anyone), he was e-mailing threats of suing for "breach of contract" - never an attempt to talk or address his concerns.  This is why I forwarded a copy of his contract previously.

  Again, my treatment coordinator is not allowed to make "write-off" decisions in any of our financial agreements.  We do our best to research insurance coverage, but we are not made aware of how each company pays their portion. The fact he discontinued coverage within the first year of his treatment only aggravated the situation.  This is exactly why we have the clause in our contract stating:  "We bill your insurance as a courtesy.  If for any reason your insurance carrier does not pay the full estimated benefit, the remaining portion will become the guarantor's responsibility."

  I'm fully aware of the stresses involved with medical coverage and sensitive to the financial strain.  While I was more than willing to discuss options with ****, he was increasingly upset and refused to talk and discuss options moving forward.  I'm sorry he felt this was his only option to resolve things.
  Dr. Gregston

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20545235
  
  I am rejecting this response because:

  The woman I talked to when I was doing paperwork literally said she would write anything insurance wouldnt take off. If you have security cameras that also record audio then go ahead and listen to the conversation. Furthermore I wont do business with anyone that lies to my face about financial responsibilities, I feel very uncomfortable about your practice, and would like my account balance to be taken care of. I dont want anything to do with this business anymore and thats why I wont even consider continuing treatment with CrossRoads. 
  
  Sincerely,
  
  *********************