Business Profile

Medical Service Organization

Dental Care Alliance, LLC

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Complaints

This profile includes complaints for Dental Care Alliance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

136 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

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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:03/11/2024
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.
January 24, ***************************************************************************************************** the financial agreement. I paid $799, and am now being charged an additional $98.
Business Response
Date: 03/28/2024
This complaint pertains to the Dental ************** of ********* office in *********, MD, an affiliated practice of Dental Care Alliance, a ******* based dental support organization (DSO). DCA is not a dental practice,and we respectfully request this complaint be removed and listed under the appropriate business name. We referred the matter to the Dental ************** Management team to investigate the allegations made and take reasonable steps to achieve an amicable resolution. The Office Manager contacted the complainant directly to discuss all concerns. The matter has been resolved.
Customer Answer
Date: 04/04/2024

Complaint: 21416312

I am rejecting this response because:I was not contacted by anyone from the business

Sincerely,

***************************
Business Response
Date: 05/17/2024
Management addressed all concerns directly with the complainant on 3/11/24. When discussing finances with a patient it is stated that this is an estimate. We cannot guarantee the insurance will pay until they receive the claim for review and processing of payment is completed. Any remaining balance after insurance has paid is the patients responsibility. This is an answer we must give to all patients. As the insured individual, we strongly encourage patients to review their plan benefits to find their specific rates, coverages, and eligibility prior to coming in for an appointment.
Customer Answer
Date: 05/24/2024

Complaint: 21416312

I am rejecting this response because: I contacted the office, they did not contact me. Their explanation is contradictory to what I was told when the service was performed.
The complaint remains unresolved. I will never return to this business and I will advise anyone and everyone else to stay away from this fraudulent business.

Sincerely,

***************************
Initial Complaint
Date:03/11/2024
Type:Sales and Advertising 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.
failure on the providers end to verify insurance and properly submit claims on time. After multiple unnecessary attempts to get my claims submitted to the proper insurance, it still has not been completed. My services were performed in September and October. it took a bill from December to make me aware that the team was sending my claims to the incorrect provider after your team assured me they had my latest insurance on file. I repeatedly provided the correct information, and had the insurance company speak with your office today 3/8/24, where ***** told them they were too busy as a result of oral surgery to get the claim sent and that a narrative was needed from the hygienist. Delta dental does not require narratives and the claims from September and October can be submitted through the toolkit and be received immediately.
Business Response
Date: 03/20/2024
The complainant is referring to the Plantation Dental ************** in **********, **, an affiliated practice of Dental Care Alliance, a dental support organization (DSO). *** is not a dental practice,and we respectfully request this complaint be removed and listed under the appropriate business name. Nevertheless, we referred the matter to the Plantation Dental ******************* team which investigated the allegations made and contact the complainant direct to discuss all concerns and achieved an amicable resolution.
Customer Answer
Date: 03/21/2024

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 so long as the complaint is listed under the correct name.

Sincerely,

*********************************
Initial Complaint
Date:03/01/2024
Type:Product 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.
Services were provided in August, 2023 - Dental cleaning. I was told my co-pay was due, I paid it. Ms. ***** and I have had many discussions about my co-pay. Because my insurance pays all my charges and my portion is zero. I was overcharged and due a refund of $123.00. I have spoked to Ms. ***** ******* Manager) at this location.I have not received a refund as of this day. Her customer service skills are below standards.I hope BBB can assist in this matter.
Customer Answer
Date: 03/07/2024
Good day ************************,

Please see attached file.

Thank you,

*********************;
Business Response
Date: 03/20/2024
This consumer was a valued patient at Advanced Dental Care of Brandon office in Brandon, **, an affiliated practice of Dental Care Alliance, a dental support organization (DSO). *** is not a dental practice and we respectfully request this complaint be removed and listed under the appropriate business name.
With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with the practices policies and applicable laws and regulations. We referred the matter to the Advanced Dental Care of Brandons Management team which investigated the allegations made and will contact the complainant directly to discuss all concerns and achieve an amicable resolution.
Customer Answer
Date: 03/21/2024

Complaint: 21365760

I am rejecting this response because: I was hoping that you would help get my refund. What are my options at this time?
Are they supposed to at least talk to you about my issue or deny that I have an issue?

Sincerely,

*********************
Business Response
Date: 04/19/2024
This complaint pertains to the Advanced Dental Care of Brandon office in Brandon, FL, an affiliated practice of Dental Care Alliance,a dental support organization (DSO). DCA is not a dental practice and we respectfully request this complaint be removed and listed under the appropriate business name. Nevertheless, we have referred the matter to the Advanced Dental *************** team which investigate the allegations made. The Office Manager contacted the complainant directly to discuss all concerns and obtain additional information to reach a successful resolution.
Initial Complaint
Date:02/27/2024
Type:Service or Repair 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.
Office paid. Keeps giving run round. Please adjust my account to a zero balance and stop playing games. Company did not even care to send billing code in correctly, insurance company advised check cleared on 2/23/2024. Cant get through to anyone no wonder its all the negative reviews. This company needs to leave me alone!
Business Response
Date: 02/27/2024
Our primary goal is patient satisfaction and excellent customer service. With regard to consumer complaints of this nature, we take each and every complaint seriously. This complaint was submitted anonymously, therefore we are unable to investigate the matter further.
Customer Answer
Date: 02/27/2024

Complaint: 21347274

I am rejecting this response because: The account number is listed on the collection notice sent . You have enough information to verify me. Please send a notice via BBB you have updated my account to a zero balance. I was advised by ********** dental at ***************************** ** that all billing and payments are originated from your office. I totally see why your reviews on here are so bad. This has been a horrible experience to say the least. It was noted you deposited $220 from delta dental and that check cleared on 02/23/2024.

Sincerely,

******************

Business Response
Date: 03/11/2024
With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with DCA's practices. Despite our commitment to resolving consumer complaints, as a management company, DCA must also adhere to protecting the privacy, confidentiality, and security of health information. As a "covered entity," DCA is governed by privacy regulations including the **************** Portability and Accountability Act ("HIPAA"). Given the requirements of HIPAA and other privacy laws and regulations, DCA cannot fully respond to the complaint through the Better Business Bureau forum, as in order to do so, DCA would need to provide the Better Business Bureau with detailed information about private health information and the facts and circumstances of a particular case. As such, DCA requests that the Better Business Bureau provide DCA with an executed HIPAA-compliant authorization form that fulfills HIPAA privacy requirements.
This complaint was submitted anonymously; therefore we are unable confirm the identity of the individual or the appropriate leadership team to investigate the matter further. Please provide the required information and HIPAA authorization so we can investigate the matter further with the appropriate leadership team.
Initial Complaint
Date:02/15/2024
Type:Service or Repair 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.
At my last dental appointment on 1/24/24 I was going in for a post op appointment for pain related to the last fillings this office completed. I ended up being talked into getting my deep cleaning done that day, instead of at my appointment the following week. The quote I was given when I made my cleaning appointment stated a *** of $240. Then I had the deep cleaning done and I was charged $366+. The dental hygienist fell onto my nose and face during the cleaning and said "oops I clipped you a little there" and while doing my bottom teeth said he could not see well over the nitrious mask several times. I got home and saw a chip in one of my bottom teeth that was not there previous to this appointment. I also called my insurance due to the price difference and found out that I was overcharged not only for my copay but also charged 4 separate charges for supplies that are already covered until a different code that was billed to my insurance and my insurance stated per their agreement with advanced dental care, providers are not allowed to charged delta Dental or the patients these extra charges. I've called, emailed, and texted this office and the office manager multiple times the past 3 weeks and they said they are "working on it" on February 1st and now I am not receiving any response from the office manager to my emails or texts. When I call the office during their business hours it tells me the phones are off. This is outrageous. I need to come in, complete my post op treatment plan that was never completed, receive a refund for the overcharged amounts, and have your office fix my tooth that your providers chipped during my appointment. If we cannot come to a suitable resolution then I will be contacting the dental board to file a report as well as contacting my legal team for consult.
Business Response
Date: 02/23/2024
This consumer was a valued patient at Advanced Dental care of ************** office in **********, **, an affiliated practice of Dental Care Alliance, a dental support organization (DSO). *** is not a dental practice and we respectfully request this complaint be removed and listed under the appropriate business name.
With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with the practices policies and applicable laws and regulations. We referred the matter to the Advanced Dental *************** team which investigated the allegations made and worked with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction.
Customer Answer
Date: 02/27/2024

Complaint: 21296184

I am rejecting this response because:

- In your response you state " We referred the matter to the Advanced Dental *************** team which investigated the allegations made and worked with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction." I find this to be untrue. No communication attempts have been made to contact me and resolve this issue. I have sent 4 follow up emails to the office manager, 4 follow up texts to the office who told me they're "working on it" on February 3rd, I called twice and both times it went to voicemail during business hours, I called 2/23 and was told by an employee that they could not locate the office manager but that she would call me back. I did not receive a call back. I called the office again just now on 2/27 and after waiting 15 minutes on hold and calling twice, I was able to speak to the office manager who said somebody from corporate or the regional manager should have called me. I changed phone numbers on 2/25 to ************ but immediately updated my contact information with the office. The office manager said the four $28 irrigation charges should not have been charged and she will refund it as an account credit. I said this is not acceptable to me and I would like the charges refunded back to my original payment method. I still have the issue of needing a new xray on the tooth that was chipped during my appointment in January, as well as the issue of my post op plan being uncompleted still. The office manager said she will check with corporate about "what they want to do about this" and she will send them my information again and she will send my information to the regional manager and ask for me to be contacted. I am confident this chip was not in my tooth prior to the appointment, I have consulted a different dentist who stated the chip in my tooth does not match the 2022 x rays that were sent to me, and I've since had new issues of scratches on my lip and tongue from the sharp chipped tooth that I did not have prior to my appointment. It has been over a month now that this issue has been ongoing and I've been following up weekly via text and email with no response.
This is not the first issue I have had with this company and in the past I left multiple voicemails at their corporate phone number and received no responses and no calls back.

Sincerely,

***************************
Business Response
Date: 03/20/2024
The Regional Manager contacted the complainant directly on 2/29/24 at 3/8/24 to address all concerns and determine a successful solution. This matter has been resolved.
Customer Answer
Date: 03/20/2024

Complaint: 21296184

I am rejecting this response because:
The issue has not been resolved as of 3/20/24. The regional manager has proposed a solution but it has not happened yet.

Sincerely,

***************************
Initial Complaint
Date:02/01/2024
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 visited Dental ************** on 01/08/2024 for a dental cleaning. I was there for almost 2 hours and never received the cleaning, although they did x-rays, and evaluated me for invisalign (orthodontics). They charged me $20.60 for x-rays. I provided my insurance information. I went back on 01/11/2024 for the dental cleaning. They charged me $52.53 for fluoride. I was told that my insurance did not cover fluoride. Since that date, I have been calling the office multiple times a week, following up on the promised orthodontics services. They do not answer the phone and when they do, they are unwilling to help me. I also received a bill in the mail. I have called my dental insurance provider multiple times the weeks of 01/22/2024 and 01/28/2024. My dental insurance has no record of ever receiving a call from them. They have never submitted a dental claim. Additionally, I learned that the services I was billed for (x-ray and fluoride) were covered by my insurance. Even though they are in-network with my insurance, they refuse to submit the claim, and refuse to assist me. I have also initiated a chargeback with my credit card company.
Business Response
Date: 02/22/2024
This consumer is a valued patient at Dental ************** of ***** Keys, in ********* **, an affiliated practice of Dental Care Alliance, a dental support organization (DSO). *** is not a dental practice and we respectfully request this complaint be removed and listed under the appropriate business name. With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with the practices policies and applicable laws and regulations.
We have referred the matter to the Dental One ********************* team which will investigate the allegations made. Dental ************** contacted the complainant directly to discuss this complaint. Dental ************** values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction.
Customer Answer
Date: 02/28/2024

Complaint: ********

I am rejecting this response because:
I have transferred care to a new dentist, who has contacted your office repeatedly asking for my records (e.g., Invisalign scans). Your office has refused to send these. I last contacted the office on 2/28/24 at 11:00am and was promptly hung up on. This is unbelievably unprofessional; the Invisalign scans are mine and your office has no right to keep these and refuse to send to my new provider.

Sincerely,

*********************
Business Response
Date: 03/28/2024
On 3/20/24, the Office Manager contacted the complainant directly to address all concerns. This matter has been resolved.
Initial Complaint
Date:01/26/2024
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.
9/15/23, received invoice for $374.92 for services rendered on an adult person not on my insurance or am I the responsible party for that individual. Contacted local Advanced Dental Care in Clearwater several times in writing and on the phone and was told they could not adjust the invoice as it was already billed. They have now sent the invoice to a collection agency to collect the debt for services on services performed on a different person, and I am not the responsible party, including they are not on my insurance. What type of accounting practices allows a business to falsely bill another member and not correct their actions. Who allows this type of billing from their staff? My insurance cannot address since there is no claims from Advanced Card Dental against my insurance.
Business Response
Date: 02/14/2024
It is always our intent to exceed our patients expectations in every way. The Revenue Cycle Collections Supervisor contacted the complainant directly on 1/26/24 to address all concerns and determine a successful solution. This matter has been resolved.
Initial Complaint
Date:01/23/2024
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.
My initial appointment with Dental ************** was 9/12/ 2023. An oral evaluation and X-rays were taken . I returned on 9/18/2023 for Periodontal Maintenance. I paid $90.00 co-pay.On 9/19/2023 I had the Crown work done and received a temporary crown and schedule an appointment to get my permanent crown on. I paid $457.50 co-pay When I returned for my permanent crown I was told that my insurance denied the claim for X-rays and that I owed $90. Because I didn't have the money on me I was told that I couldn't be seen for my permanent crown to which was already paid in full until the $90.00 was paid. The next week I came into the office of DOA, Eagles Landing to pay and was told that I owed not $90.00 but ******. I did not have it to pay.I have two dental insurance policy, Guardian and Delta ***. I learned they had to file with Guardian as primary because I had it before Delta. During my initial visit I asked if they would file the claim with Delta. On each visit I gave them my delta card and thought they were filing my claims with Delta. I was told they could only file one insurance, the primary and that I would have to file a claim. I did file a claim with Delta *** and they paid *****, and then $220.00, a total of $280.0. Although I filed the claim the money did not come to me it went directly to DOA, Eagles Landing. This was more than enough to pay my balance of $****** with a credit balance left on my account. They later gave me credit for the $***** but refuse to give me credit for the $220 that was paid on my account. Every time I call or go into the office they have a different story to tell and never tell me why the $220 was not applied to the balance of my account. In the mean time I am out of $457.50 that I have paid for a cap that I can not get because they will not use what was paid to clear the balance on my account. They have added some trumped up charge for $220 and deducted it. I only had X-rays Cleaning, and Crown. Please Help!
Business Response
Date: 02/23/2024
This consumer is a valued patient at Dental ************** of **************, in ***********, **, an affiliated practice of Dental Care Alliance, a dental support organization (DSO). *** is not a dental practice and we respectfully request this complaint be removed and listed under the appropriate business name. With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with the practices policies and applicable laws and regulations.
We referred the matter to the Dental One ********************* team which investigated the allegations made and contacted the complainant directly to discuss all concerns. Dental ************** values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction.
Initial Complaint
Date:01/15/2024
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.
date of service 03/22/2023 i have tried several times to have resolved from the dentist office and Cigna my ins company, dental office has not given cigna all info required per last eob dated 01/03/24 cpt codes **** denied as inclusive.which i paid for, cpt **** twice, denied non covered which i paid for, ins only asking for more info to pay at the 50% rate, and this cannot get resolved, i am hoping you get this resolved. thanks
Business Response
Date: 01/29/2024
This complainant is referring to the ******** Dental of ********** office in **********, **, an affiliated practice of Dental Care Alliance, a dental ******************** (DSO). *** is not a dental practice and we respectfully request this complaint be removed and listed under the appropriate business name.
Nevertheless, we have referred the matter to the practices leadership team to thoroughly investigate the allegations made and take reasonable steps to resolve the complaint consistent with all policies and applicable laws and regulations. The Office Manager contacted the complainant directly to discuss all concerns and determine a successful solution. Towncare Dental values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution.
Initial Complaint
Date:01/12/2024
Type:Sales and Advertising 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.
Just had my 2nd crown put on by them as they did not fit the first one properly and decay was starting. I paid my co-pay both times plus my insurance paid both times. I have been a patient of theirs for the past 6 years. *** managed took over in the past year or so. Nothing but complaints from customers every time I am there. Now they are trying to ask for more money from me. Saying that my insurance is no longer in network after over 6 years with them.
Business Response
Date: 01/25/2024
It is always our intent to exceed our patients expectations in every way. With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated. On 1/12/24 the Office Manager contacted the complainant directly to address all concerns, and was able to reach a mutually agreed upon and successful resolution.

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Dental Care Alliance, LLC is NOT a BBB Accredited Business.