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:07/20/2022

  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 had made an appointment in December of last year to be seen for a cleaning. The first appointment they could give me was in May of this year. Two weeks before that scheduled appointment, the office called and said that the dentist would be on vacation, and would have to reschedule my appointment for July 14, 2022.
  In the 8 months since the appointment was first made, I started to experience tooth pain; that pain increasingly grew worse.
  The office never called to confirm my appointment, and when I tried to call myself to confirm, no one ever answered the phone and no voicemails were ever returned to me. I took time off work, and went to my scheduled appointment. On arrival, the receptionist told me I was not on the schedule. I explained everything, and she said they would try and squeeze me in. After two hours of waiting I was called back.
  When the dentist finally came into the exam room, she stated that, even though SHE KNEW my insurance would not cover it, she ran a diagnostic scan anyway, because of my reported pain.
  The pain was never really addressed by her, she just asked if I had pain, while pushing on the tooth, and then gave me a referral to an oral surgeon (who I can not reach by phone or email either). After almost 3 hours, I had to return to work, so I was forced to leave without even getting the cleaning.
  The charge for that scan, that I did not agree to, was not notified of prior to running it, and did I authorize, was $450.62. I paid that in full before leaving the office.
  I am filing this complaint because I feel that it is unprofessional and wrong to run diagnostic tests without the consent or knowledge of the patient; especially when the provider KNOWS that these tests are not covered by insurance.
  I was not given a choice, and frankly, if I was, pain or not, I would have NOT consented or authorized such x-rays because I simply can not afford an additional $450 expense at this time.
  I am seeking reimbursement of $450.62

  Business Response

  Date: 07/20/2022

  The office of Smile To Smile Family Dentistry acknowledges that the complainant named was not on the schedule for the date and time that she showed up at the office.  As a result, the automatic appointment reminder system in place could not send out an appointment reminder. Dr ********* opted to squeeze the complainant into an existing busy schedule because she said she needed X-rays and evaluations done so our office could complete a military assessment form that the complainant said was due months ago.

  At the visit the patient complained that the military had initiated treatment for TMJ jaw displacement and pain.  Dr ********* advised the patient that the ordinary planographic radiograph was not sufficient to evaluate her jaw joint but a 3D Cone Beam scan would be needed and that would not be covered by her insurance. 
  

  A referral was given for the Oral Surgeon to manage patients conditions with the intent to forward the scan.

  The patient can elect to have the Oral Surgeon do the scan instead so they can manage her pain.

  Smile To Smile Family Dental & Sedation Center

  Customer Answer

  Date: 07/20/2022

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

   

  These statements from the business are not true. None of them, in fact, several people at the office told me that the office had gone through changes recently and many appointments had been erased, mine included. And the dentist herself told me that she KNEW my insurance would not cover the scan, but she said she did it anyway,  AFTER she ran it. I am asking for a refund due to the fact that I did not ask for this scan, I was not consulted about it beforehand, nor did I authorize it. The business response is unacceptable to me because the response given in not what actually happened, it is simply how the business has chosen to respond.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 17593249

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 08/19/2022

  The patient presented as a new patient and radiologic and clinical protocols were followed.
  

  The patient complaint of waking up with her TMJ dislocated and pain. For proper evaluation, the doctor informed the patient that the 3D imaging will be best to assess her jaw joint and the oral surgeon to which she was going to be referred would also request it.
  
  As a disclosure, the patient was informed that insurances usually do not cover the cost.
  

  The patient never objected, so the doctor took time to generate and evaluate the scans and then reviewed the findings with the patient. 
  

  The patient was not an established patient of the practice and got the complete evaluation suited for her concerns and completing her military forms.