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:04/04/2024

  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 was recommended by my regular dentist to have my root canal done by this group on 5/17/23. I made the appt and had the service done on the same day. I specifically requested that I pay for my services in full after my insurance’s coverage remaining balance, so after they had finished my root canal I was given TOTAL amount owed and I PAID in full. I was told that there may be some soreness but that was normal. I left.
  I began to have a lot of pain and it continued for days, after the third I called them and said that the pain was too much and that I couldn’t even eat, so they said to come in and be looked at. I did. It was decided that the filling that had been put in was to high and it was constantly banging against my upper teeth and that was the cause of that pain. The dentist said that he would shave it down a little and that should be enough to aliviate the pain. I said fine. Hoping he fix what he had caused… shortly after I get a NEW bill for $434.00 excluding what my insurance had been charged additionally. I promptly called them and asked for them to explain why I was being charged for something he had done incorrectly and had simply tried to fix? They insisted that it was a New office visit and service and I said that was absurd. And here we are. I feel that I’m being ripped off and do not believe that I should have been charged for a mere shaving down of a filling that had been placed incorrectly of which had caused me a lot of pain on top of it.
  Not sure how many clients they’ve done this to but it is not right. I hope you’re able to help me with this so I can finally put it behind me. It has been terribly upsetting to me, I did everything to avoid issues and this is what I’m having to deal with. Please help me. I work very hard to make sure I don’t owe money to anyone and have done a reasonably good job with my credit.
  
  Thank you very much for your assistance with this matter,
  
  ******* *****

  Business Response

  Date: 05/02/2024

  Ms. *****'s balance with our practice is from her initial visit on 05/17/2023. We are providers for her insurance and collected her estimated co-pay at the time of her appointment. Insurance benefit is verified directly with the insurance, however, in order to know the exact final amount that the patient will pay, insurance needs to fully process and send out the payment to the office. In Ms. *****'s case, insurance paid less than anticipated, which leaves her with her $434 balance, which we are contractually allowed to charge her as per our agreement with ***** ******. Ms. ***** was not charged for her visit on 05/24/2023, which is highlighted at the bottom of the ledger attached to this response ****** ******** ******* ****** ******.  Some patients require what is called a 'bite adjustment' if the filling is not sitting right in their mouth, this is the visit that Ms. ***** is referring to in which she returned to us several days following her procedure. This is something that occasionally happens and can be adjusted by the doctor to bring relief to the patient following their procedure. Nothing was done wrong on the doctor's end in this situation and Ms. ***** was not charged additionally for adjusting her bite. She owes this balance because of insurance which she was aware of when she signed our financial consent form acknowledging that patients are "responsible for total obligations should insurance benefits result in less coverage than anticipated." ***** ****** states patient's portion is $970, she paid $536 leaving her with a $434 balance.  Please see attached images. 

  Customer Answer

  Date: 05/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  That’s not quite how it happened. I asked the girl at the office to call my insurance and find out how much (exactly) I would need to come up with in order to have this procedure done, I didn’t want to go ahead if it was going to be more than I could pay. She called and came back to me and gave me the answer for which I was okay with, I told her that I would be paying immediately since I did not want to have (any) outstanding bills. She ran my card I signed and believed I was done. At no time was I led to believe otherwise. And so, I can not accept their response.

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