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:07/19/2023

  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.

  Went for dental care on April 19th 2023. Having insurance that was going to leave out of pocket expenses, I was still forced to pay the $75. She stated it was their policy and they would reimburse after they refunded the monies from the insurance. They did not file a claim with the insurance, and I had the call the insurance on several occasions, who had to call the dental office to get them to file the claim. They finally files and the insurance sent them a check, which was verified by the dental office on June 6th. They informed me that they handle all refunds once a month. at the end of the month. As of today, July 17th, I phoned them and now they are claiming they will refund after the end of this month. The way this office handles refunds and other parties money is a shame.

  Business Response

  Date: 07/25/2023

  Patient scheduled an appointment for a consultation with the knowledge of cost $75.00 Pt was told even before he came to the office that he would be responsible for charges since there is a frequency on that ADA *********** Pt came for service and claim was filed by mail.  ***************** reports on several occasions that they haven't received the claim.  Finally, they provided a fax number and claim was faxed.  Insurance processed check that we received on **** 6, 2023.  After we received the ck, is posted in the patient's chart and deposited at the end of the week.  It is policy of the office of mailing refunds at the end of the month after received the check; which was informed to the patient for two consecutive Mondays when he called the office.  This has been the policy of this office for more than 20 years and it will not be changed.  The refunds for the month of **** were processed on the second week of the month and his chart was not clear yet.  Pt called again on Monday July 17, 2023, being rude, disrespectful and threating that he will file a complaint with the BBB.  I explained to him one more time that refunds are mailed at the end of the month and asked him if he had another question.  I terminated the conversation since he was disrespectful and is a policy of the office no to tolerate that behavior.  Conclusion:  Refund was mailed to patient as it was informed on July 24, 2023.

  Customer Answer

  Date: 07/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Complaint: 20332810
  
  I did finally receive the refund from the business on July 24th, for that I have no further need to continue the complaint, as the day they received the complaint, they submitted the refund. 

  
  The only thing is her view of the story. I was not rude in any of the times I phoned. In fact, on the day of the appointment when i explained that I had called the insurance company prior to my visit, her response in front of another patience, I have been doing this for 20 years. i demand to know who told you that information as I will call them and complain. 
  when I phoned in June, she informed me that yes, they received the payment, and it would be processed at the end of the month. After waiting until mid-July, I called and she stated it would be processed after the end of July, as payments are processed the end of the month. When I asked questioned her on how that was July, since they received the monies in June, she just reaffirmed that it would be at the end of the month, as that's the way they always do things. 
  Also, just to mentioned that this is not the first time this has happened, as the last time I was there a few years back, the same thing occurred. 

  Thank you very much for assisting me in resolving this situation with the business.
  
  
  Sincerely,
  
  *****************************