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:04/17/2023

  Type:Product 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 child was seen for dental care in August 2021. I did not get the current bill for this until roughly March 2023. I called billing on 2/28/2023 and the **** ******** could not locate the invoice I received. She checked by multiple accounts, patient name, dob, location, provider. She could not locate what I was looking at and was going to call me back. Without a return call, and this being a previously paid invoice (which I can no longer look up on any of my accounts due to it being over 18 months ago) not matching my EOB, and there being previous unresolved issues with the office, I believed this invoice to be a scam. I received another invoice, called again, but couldn't get through the same number from the invoice, from 3 different phone lines. I found another number online and spoke to ***** at the corporate number on 3/27. She said there was a billing system switch and that is why invoices were going out 18 months later. She was going to look into this with the office manager and call back. I haven't heard back. I emailed corporate through their website on 4/11 asking to email me to resolve further. I just want to resolve this. I wanted to resolve the original service issues I had back in 2021 with the managers behavior, statements they made and supposed cancelations of appointments that i never rececied and showed up to, but corporate never called me then either, so I moved on with my child to find another dental provider. At this time, I need this adjusted off. My experience with office management and billing practices have made this a bad customer experience and my child terrified of the dentist. Calling is best for resolution but email is fine also. Thank you!

  Business Response

  Date: 04/28/2023

  We apologize for any inconvenience experienced with regard to the referenced bill. Our billing team made various efforts to submit the claims to the financially responsible partys insurance company and was unable to obtain a status or payment on the claims for some time. Eventually, our billing team was able to determine that the remaining balance did belong to the patients financially responsible party. Our records indicate that, at the time of service, the financially responsible party did agree to be responsible for payment of all services rendered and was aware of the potential balance amount.We will be happy to speak with this individual and walk through the history of the communications and balance to alleviate any confusion. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19943992
  
  I am rejecting this response because: I have very little faith that the company will respond to me. In August/September of 2021, I had called corporate regarding issues I was having with the office at Pecos and 84th. There was no response from the *** by 8/30 11am, which they promised. I followed up, nothing. I filed a negative review online. I no longer had the time or energy to chase the *** for a response back then and moved on with my child, my business and my money.

  There have been ZERO invoices for 18 months and all of a sudden I am getting invoiced for something that was resolved 18 months ago, paid 18 months ago. I no longer have access to any bank records from 18 MONTHS AGO without paying or knowing which account of many that I paid out of, if it wasn't cash. This is not an issue of not being able to contact or submit to insurance. The *** was received over 18 months ago, the balance was resolved.

  The issue is office management, billing, corporate, and the ***. These are shady business practices. This would not be acceptable for ME to take 18 months to decide to pay and it is not acceptable for a company to bill out of nowhere AGAIN 18 months after the fact. The number on the invoices does not work, and I have video proof of it, from 3 different phone lines. It should not be this difficult to contact a business over concerns, especially if they are asking for money.

  If an *** wants to contact me NOW to resolve this, they know how to do so from the invoices previously provided but I will not "accept" that the matter is resolved. It is not. I have received a 3rd bill with no call or resolution whatsoever.

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

  Business Response

  Date: 05/16/2023

  Thank you for this feedback. We so appreciated being able to speak to you on the phone and better understand your concerns. Please feel free to reach out if you have any questions or concerns going forward

  Customer Answer

  Date: 05/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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