Business Profile

Dentist

Coast Dental

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Complaints

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

Customer Complaints Summary

418 total complaints in the last 3 years.
126 complaints closed in the last 12 months.

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Submit a Complaint

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:08/30/2024
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.
6/06/2024, My bill was $252, I paid $145, the insurance company paid the full amount of $252,which left a credit balance $145. They refused to refund the $145 without corporate approval. I've been waiting 6 weeks, no response. Apparently this is normal way of business for coast dental, I think they should be criminally prosecuted. After 451 complaints state wide, they are not doing business honestly.
Business Response
Date: 08/30/2024
Please accept this as Coast's response to ***********. We apologize for the time it takes to complete your refund. We ensured this was completed today. Please find the attached refund receipt. Thank you
Customer Answer
Date: 09/04/2024

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.

Sincerely,

*******************
Initial Complaint
Date:08/20/2024
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 ***** ******* , My daughter Brylista ******* , and son ****** ******* had been going to this office for years for braces on all three of us . We had 500 dollars each given as down payment for braces . We had payments set up with orthobanc we noticed around February 2024 nothing was being done to continue treatment or changing of our wires . We were told by staff that an orthodontist was being trained and coming in to take over treatment . Months went by with no treatment and payments were being taken each month from each of us but they were doing away with orthodontist all together after I spoke to corporate. They didnt send letters or calls . It took me calling corporate to find out . I asked how I would get braces off or transfer care and no resolution . I called orthobanc and they have been documenting since may that spoke to ******** , ************** and Mercedes requesting audit and refund and no solution when account on hold . ************. I had to find another orthodontist to take me in irthobanc network Dr. ***** cove pediatric and orthodontist. ************. He stated should file complaint with dental board which I did . He said all braces must come off and restarted bc damage . We had to pay down payment again and double payments . I spoke with **** office manager today around 2:30pm and she wanted name from corporate. I just wanted her to handle my request for audit as me and the bank had been calling about and refund us . She said would email but all could do after months of calls . I need resolution with this company . We need refunded . They are fraudulently charging families as long as they can with no orthodontist on site . They are giving customers the run around when they call . Thank you for your help in this matter .
Business Response
Date: 09/12/2024
Please accept this as Coast's response to Ms. ******** We are sorry for the delay and have been able to finish the audits for the 3 accounts in question and a refund was found to be due to you. You will be contacted before the end of day Friday, September 20, 2024 to discuss and obtain refund details. Thank you.
Initial Complaint
Date:08/16/2024
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.
Hello,We paid the account off 1/21/2024 over the phone on a recorded line, in a lump sum payment of $789.43. They have been billing us interest and late fees stating we didn't pay the interest? I was assured when paid in full this was resolved and I would recieve a paid in full letter. I am not sure how you charge interest and late fees on a PIF account. They countinue to call, send mail, and harass us for a bill that has been taken care of. I don't know how to make them go away. I refuse to pay them any additional money. This is illegal and stressing me out. Please help!
Business Response
Date: 08/16/2024
Please accept this as Coast Dental's response. We are unable to locate any account with the information provided. We see you are out of **; we do not have any dental offices in ** and are only out of **, **, and **. Please provide us with a copy of your bill that you are receiving so we can further investigate. Thank you.
Initial Complaint
Date:08/15/2024
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.
Coast Dental *********************************************************** I went to see the dentist 06/21/24 due to toothache. Before seeing the *** I was given an amount I needed to pay. Thinking it was my portion of insurance coverage I immediately paid it. All I wanted was to have some relief from the toothache and a shared amount would not stop me from seeing the dentist so I did not hesitate. After receiving the *** from my insurance company, Coast Dental gave me the exact bill they sent to the insurance company. I was not responsible for the amount charged only a $5 co-pay. I tried calling numerous times and visiting the office, and the manager ****** said she would look into it. Here we are almost two months later and they are not returning any of my phone calls. My insurance company also called to give ****** an explanation of the charge they wrongfully charged me and again nothing to rectify the situation. All I want is my money back and to part ways from this place.
Business Response
Date: 08/15/2024
Please accept this as Coast's response to this complaint. Can you provide 2 things? A signed ***** so we can discuss your account, the ***** form needs to have Coast Dental on it, also can you please provide the *** you received from your insurance? Thank you
Customer Answer
Date: 08/26/2024

Complaint: 22143072

I am rejecting this response because: See attached.

Sincerely,

***************************
Business Response
Date: 08/26/2024
Thank you for the ****** The screenshot provided does not reflect any details for the claim, this is simply a screenshot of the claim in your portal. The item we are specifically requesting is explanation of benefits which shows the billed items, how much the insurance paid, and how much is patient responsibility. Thank you.
Initial Complaint
Date:08/14/2024
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.
I went to Coast Dental at the address ************************************* on January 2023 to clean my teeth, *****************************, The General Dentist and his team offered me aligner for my teeth and they said we have good payment options so I said ok, the dental assistant helped with the mold, for the lower jaw she included all the teeth but she didn't include all the upper jaw teeth, during the alignment process I told Dr. ****** multiple times the alignment isn't done correctly because of the smaller size of the alignment, he told me at the end it will be looking good and as the result needed and he said we can go back to the lab if there's a problem. After finishing 10 months of the alignment the result was done incorrectly because of the gap between the teeth, but it was a time for the retainer phase. I asked Dr. ****** to go back to the lab at that time he said no, then I asked the office to get the scan and the result picture but they denied. So I called the office multiple times but they don't pick up my phone and I called the 1800# multiple times for 6 month tried to solve the problem and escalate the issue, every time I call they took my information and never received a call back. Eventually on 04/2024 I was able to go back to the office and I spoke with Dr. ****** so he himself took the mold again twice to include all the upper jaw teeth and the office said should take a month to return, but never come back. I called multiple times to follow up when should the aligners come back, until now I haven't received a call back from them. So I was able to find the main office number in *****, **. I called on 07/29/2024 to speak to the customer relationship, ******** called me back same day at 3:30 pm we spoke for 12 minutes, she said will speak the issue with the area district manager and hopefully will get it fixed soon. As usual I never received any calls, so I called on 08/08/2024 at 1:32 pm and left a voicemail, but still never received a call back.
Business Response
Date: 08/15/2024
Please accept this as Coast's response to this complaint. The office has tried reaching you 3 different times to discuss and provide you with an update. We ask that you contact the office back. You can reach them directly at ************ and select option 3 to speak to the office. Thank you.
Initial Complaint
Date:08/02/2024
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.
My first visit at the *********** location was May 7, 2024. I had xrays taken and did a televisit with a dentist. I was told I would need a deep cleaning. I scheduled the first visit. Which was on June ******. I was told my amount due that day was ****** which I paid. My second visit was on June *******. I was then told my balance due was ******. I questioned the amount since they are in network for my dental insurance. At this time I was given no choice but to have the other half of my cleaning done since half was already complete. I received EOB from my insurance company explaining the breakdown of what Coast Dental billed *** what was allowed since they are in network. I spoke to the manager at the location . I was told to send him the information from the insurance company . Which I did that day. I call everyday and either no one answers the phone or i leave a message with no call back. He finally told me that it would take 3 or 4 weeks to get the amount I was over charged back to me. Which was roughly ******. When I have been able to talk to someone I was told I had a zero balance , which makes sense because I paid the full amount already. I have since received a text message and an email stating I now owe ******. After 3 days of emails to the manager and leaving messages for a call back I was finally able to speak to the rudest receptionist I have ever spoken to. She informed me the money would be returned to me in 3 or 4 weeks. I asked her why I was now being billed ****** when I had a zero balance and was owed money . She tried to say they had to rebill the insurance company. When I asked why she said because they haven't received payment yet . I told her my insurance company sent the payment out to them in June. When I asked for corporates number she said good luck. You won't talk to them . This is the absolute worst place I have ever been to. The customer service is horrible. They are deceitful and rude. In my opinion this is insurance fraud.
Business Response
Date: 08/12/2024
The office has spoken with *********** numerous times to explain the situation and help her understand. Her insurance advised of a fee for an item which is incorrect as we are not contracted for that specific service so they are ineligible to advise what we can bill for the service provided. Our contract has been thoroughly reviewed to confirm. I would suggest reaching out to your insurance to dispute. Thank you.
Customer Answer
Date: 08/12/2024

Complaint: 22079998

I am rejecting this response because:
The service billed to the insurance company was paid at the in network price. Coast Dental billed the insurance so the code/ service was on their part. The insurance paid what was contracted for in network services. Obviously from the complaints I have read about the company none of this is new. I am not understanding and will not understand how they are now stating they are rebilling the insurance when the claim has already paid. I am simply asking for what I was over charged .

Sincerely,

*******************
Business Response
Date: 08/13/2024
It was previously explained that the services were completed are not part of our contract, so your insurance is not eligible to inform us what the cost for the service is. We have reviewed our contract, and this service is not part or included in the contracted rates, so we billed our normal rates for this item. I would suggest that if you do not agree to please work with your insurance to further understand your benefits. Your insurance can also review the contracted rates to confirm with you. We do not have any signed contract with the services provided. Thank you.
Customer Answer
Date: 08/13/2024

Complaint: 22079998

I am rejecting this response because it has never been explained to me anything about this new nonsense. It was explained to me that yes, once the *** was received, of which I sent a copy of it as well, that refund would be issued. I have indeed spoken to my insurance company, of which Coast Dental is in network. They sent and explained to me that all services for an in network provider are to be billed and paid at the contracted in network prices. No one at Coast Dental has ever said anything about the services being non contract . This whole new twist is new to avoid giving me my refund. In network is in network. Not pick and choose the services they wish to comply with. I would have never ever had any services at Coast had I of known what a mess this would be. They can twist it all they want to try and get out of this. What they billed the insurance for was the service provided. Of which the insurance paid the in network pricing. I should have never been billed the balance or had more thrown on tje original bill

Sincerely,

*******************
Business Response
Date: 08/16/2024
Please understand that contracts for covered items are such that, not every service is contracted, and the insurance cannot dictate the cost for items they are not contracted for. We have accurately billed you based off the contracted rates. If you feel this is incorrect, please work with your insurance to submit a grievance. Thank you.
Customer Answer
Date: 08/16/2024

Complaint: 22079998

I am rejecting this response because:
I have spoken to the insurance company about the services that were billed/coded by Coast Dental. They have confirmed again that the amount paid to them was the correct amount. I was told that network services were in network by said in network providers. There are not some services covered and some not. Even if that is true, I was never once told it would not be a covered service. I would have never continued with the services. I do not understand why now after I have been told repeatedly that I would receive a refund , that it's now not covered. I have filed a dispute with my insurance company. Hopfully they will take into consideration going forward to not approve this company as a provider.

Sincerely,

*******************
Business Response
Date: 08/29/2024
************ please note, your insurance provided you with a contracted rate for service which we are not contracted with your insurance for, so they are not eligible to dictate the cost for service therefor you were billed accurately. If you feel this is incorrect, you need to submit a grievance through your insurance so they can properly address the contract fee issue with you. At this time, your insurance has not reached out requesting any records to move forward with the grievance process.
Initial Complaint
Date:07/30/2024
Type:Customer Service 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'm filing a complaint on behalf of my mother who went to coast dental on July 2. My mom doesn't speak English, so I went with her to translate, and I was told that I can't translate, and I can't be with her in there because their insurance only convers their patients and not the people that accompany them. They made my mom sign the paper and she didn't know what she signed on because apparently, they don't speak English good enough and they are only fluent in Spanish. I just received the insurance claim from that visit, and it looks like they overcharged her for some services, and they also claimed a service with the insurance company that they didn't do to her. She tried to tell them that she didn't want a bone graft after her tooth extraction and they told her they only do it that way and when she refused, the dental assistant got a very bad attitude with my mother, and when we said that we were rethinking about the work that needs to be done, she immediately pointed at the door and said we can leave, as if she was kicking her out of the place on the second visit. during the first visit they forced her into doing the cleaning and told her she has to do it before fixing her teeth and they couldn't fix her teeth unless she got the cleaning done which costed $1,016.00 out of pocket. They also told her they want to order medicine for her for tooth whitening turns out they were trays for her teeth that she didn't know anything about, she also didn't want or need. That was a part of the $1,016.00 that she paid even with having insurance just for a simple teeth cleaning that they told her she absolutely needed before fixing her teeth and could not fix her teeth without it.My mother decided not to move forward with anything else after that, she felt ripped off and didn't know what else to expect from this dental office if she moved forward with the teeth repair.We also read other bad reviews online, who also had the same experience as us and felt ripped off.
Business Response
Date: 08/01/2024
Please accept this as Coast's response to this complaint. The office has been trying to reach the patient to discuss the issues that happened and to work with them to resolve. At this time, we have not heard back. Thank you.
Customer Answer
Date: 08/13/2024

Complaint: 22064733

I am rejecting this response because: Yes, they did leave me a voicemail because they wanted to ask me about what happened during the visit. I just want them to know that nothing was explained to us during the two visits. My mom still feel that she was scammed because she still doesn't understand why they made her get the trays and why she needed to use them. Again, during the visit for the cleaning, any time we asked questions the dental hygienist told us "I don't speak english very good". We asked to do the cleaning after the repairs because my mom initially went for a filling that came out and she just wanted to do the filling. The dental hygienist went out of the room for a little bit and then came back and told us "the doctor said she won't repair the teeth until you do the cleaning" so my mom agreed to clean her teeth. The only thing she didn't agree on was the trays and she was surprised when she received them because she doesn't know why she need them and nobody explained it to her. The second time we tried to ask questions about the bone graft and my mom didn't want to do it and we were told "We only do it this way in this office, so either we do the whole thing or we can't do the repairs at all". When I was asking questions for my mom, the dental assistant was answering with attitude and then she went out and brought someone else with her to tell me that I can't be there with my mom because "In case anything happens, their insurance will cover only the patient and not the person with them". If they don't allow anyone to translate to the patient maybe they should have translation services in their office so the patient doesn't have to agree to things they don't understand. When my mom refused, the dental assistant was rude and she pointed at the door. In addition, I believe that my mom was overcharged for the services she received especially when I compared them to the insurance claim.

Sincerely,

***************************
Business Response
Date: 08/13/2024
We ask that you return the call to the local office so the manager can discuss what happened thoroughly with you. Thank you.
Initial Complaint
Date:07/29/2024
Type:Customer Service 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.
06-11-2019 I saw ************************************* at Coast Dental, ************When I went to the visit, I was having severe swelling, bleeding etc & committed to getting the suggested work done right away. ********************** made a treatment plan involving 18 extractions & full dentures. I was paying cash because my insurance didnt cover anything.A last minute change in plans to extract two teeth rather than do a root canal, crown bridge, had left a credit balance on my account for $3,600.00 since I'd aready paid for the work.The mold for the dentures was done & they called & told me to come pick up my temporary the next day. I went there & a sign said they closed due to Covid, but it was temporary.No further information provided.I continued call hoping someone would help but I had no luck.This went on for months.Meanwhile the cavities & decay were getting worse & the pain more frequent.7 months later the sign said they were permanently closed.I made an appointment with Coast Dental ************** office manager told me they would get my temporary denture from wherever *********** had sent ********* would contact corporate to get clearance to use the credit at her office.I was thrilled.Three weeks later when I returned the doctor had no recollection of what i was saying, nobody called corporate for my ******** there was no denture of mine that I had already paid for.I was told we needed to do a whole new treatment plan.Keep in mind at this point I am using a flimsy plastic fake upper teeth plate & no bottom teeth which I still don't have any bottom teeth 3 years later.In sheer desperation I hired Aspen Dental who has taken $18,000 & I still don't have bottom teeth.I am going on three years now because I cant afford the work as a single mother.I want my ******** the denture that I already paid for that was made and ready to pick up.Nobody responds to my emails or calls. I'm so depressed I dont even go out in public because Im missing my top and bottom teeth. All of them!Please help!
Business Response
Date: 08/12/2024
We are still investigating this case. With it being so long ago and the office location being closed, this will take longer than normal. thanks.
Business Response
Date: 08/22/2024
Please accept this as Coasts response to *************. We appreciate your patience and understanding as this became a closed office in 2020. Upon review of the chart notes and account history it was found that the partial was ready for pick up and a voicemail was left with you to let you know, however it would appear that the pickup was not completed. Your insurance did pay on the claim, so we have submitted a corrected claim, please see the attached document. Due to the office being closed the corrected claim has been put in the mail as of today, 8/20/24. I would advise a couple weeks turn around for MCNA to receive and to then further update your benefits. Feel free to reach out to MCNA directly and provide them with a copy of the corrected claim.

Additionally, it was found that you are due a refund for treatment which was completed on 11/15/2018. Can you please confirm if your discover card ending in 3085 is still valid and eligible to receive a refund? If so, can you please confirm the best phone number and time to reach you so I can call you to get the information to complete the refund. Thank you.
Customer Answer
Date: 10/23/2024

Complaint: ********

I am rejecting this response because:
The original complaint was Ref#********- Coast Dental. I received a response from Coast Dental on 8/20/24 stating that they had confirmed that a refund was owed to me and that they needed to confirm that the card on file was still active (it is not). The case had been closed due to the correspondence being sent to my spam folder, and me not responding in time. Since then, I have made multiple (100+) attempts to reach someone from the corporate office that will be able to assist me in resolving this issue. My goal is to request that a refund check be mailed out to the home address on file. I have left multiple messages. Called in multiple times and have received no contact in response to this. Now when I call in, they simply don't answer and it just goes to the voicemail. The operator doesn't even answer my calls now

Sincerely,

******** *****
Business Response
Date: 10/29/2024
Hello, Our last response did request for you to confirm if the account was valid or not and if not to provide us with the best contact number and time to reach you. Please advise. Thank you.
Customer Answer
Date: 11/15/2024

Complaint: 22057791

I am rejecting this response because:I have not been been able to resolve this original issue. The card is not active anymore and I am requesting they mail me a check to my home address: ************************************* for the refund that they agreed that they owe me. Every time I call I get an answering machine and no matter how many messages I receive, they dont return my call.

Sincerely,

******** *****
Business Response
Date: 11/15/2024
Hello, our last couple of responses did request for you to confirm if the account was valid or not and if not to provide us with the best contact number and time to reach you. I will ask again that the requested information be provided so we can contact you to get updated refund details. A refund via check has not been granted. Thanks.

Customer Answer
Date: 11/21/2024

Complaint: 22057791

I am rejecting this response because: ******** *****: ************

Sincerely,

******** *****
Business Response
Date: 11/22/2024
Thank you for providing the requested information. We partnered with our refunds processor who explained they already spoke with you and confirmed we could move forward with a check. I apologize as I was not informed of this update. I am pending approvals from our executives so we can complete said refund. Thank you.
Customer Answer
Date: 11/23/2024

Complaint: 22057791

I am rejecting this response because:
This alleged refund has been outstanding for several years. Consequently, I am only comfortable accepting a response that specifies an exact dollar amount, and a precise timeframe for when I can anticipate receiving this refund, given their history of unavailability and insufficient efforts. Furthermore, since this is still apparently in the approval phase, I believe that it would be appropriate to offer me a direct deposit option to expedite the resolution.
Sincerely,

******** *****
Customer Answer
Date: 01/10/2025

Complaint: ********

I am rejecting this response because: In reference to case #********-Coast Dental. I have been waiting for months for my refund check that they supposedly were mailing and expediting. They have not communicated with me about a reason for the long delay and I have not received a refund check as of 01-06-2025. I would like to reopen this case

Sincerely,

******** *****
Business Response
Date: 01/10/2025
Please accept this as Coast's response to this complaint. I am sorry this is taking so long, however with the holidays this has delayed our processing. For refund checks, turnaround time is normally ***** weeks. We have requested an update from the accounting team. Once we have received the refund check we will get it out to you as soon as we can. Thank you.
Initial Complaint
Date:07/25/2024
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.
On February 9, 2024 I paid Coast Dental, Zephyrhills $264.91 as my share for services. The total for the services was to be $484.91, A claim was filed with my insurance company for $840.88 Which was paid, to the best of my knowledge.I saw this while looking over my insurance EOB's and called and requested a refund of my $264.91 which I paid on a credit card. Well apparently they do not do refunds! This is June now and I had some more dental work done and they were holding this overpayment, since February, until they got paid by my insurance for this dental service performed in June!?
Business Response
Date: 08/06/2024
Hello, our office is working with the patient directly to resolve. No further action can be taken at this time. Thank you.
Customer Answer
Date: 08/06/2024

Complaint: 22041956

I am rejecting this response because:
You have kept my money since February. If I owed you money from February, you would have me turned over for collection by now!!
I think your refund policy is a shady practice, and possibly illegal!!!

Sincerely,

*************************
Business Response
Date: 08/07/2024
At this time, Coast does not have any further information we can provide, and the office is working directly with *************** to resolve. Thanks
Business Response
Date: 08/12/2024
At this time, Coast does not have any further information we can provide, and the office is working directly with *************** to resolve. Thanks

Customer Answer
Date: 10/04/2024

Complaint: 22041956

I am rejecting this response because:
I either did not print all my correspondence or lost it. The last I remember receiving from you is that the refund was being handled by the local dental office that I was seen at. That was in mid August. The off was to be handling the refund. I still have not received any refund or correspondence from that office!

I think this place is ripping off more patients that myself!

They have had my money since February! I am a senior citizen, living on a limited income, and I think they should be held responsible for this!

Sincerely,

****** ******
Business Response
Date: 10/04/2024
I apologize for the delay. It appears that we were not provided with the correct refund details. In order to move forward with the refund, we require the original payment or a letter from the banking institution confirming that account has been closed. Looks like the account used ends in 5845. A request has been submitted to the local office to reach out to you to obtain the correct details so we can complete the refund. Thank you.
Customer Answer
Date: 10/04/2024

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.

Sincerely,

****** ******
Initial Complaint
Date:07/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
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The business responded to the dispute but failed to make a good faith effort to resolve it.
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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.
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I saw this dentist on 11/3/23 for a chipped tooth, I was told that I needed a root canal and that my portion of the service would be ******. I scheduled the root canal for 11/17/23 and paid my portion the day of the root canal. During the procedure, there were several issues. They were understaffed so the wait time was extremely long. The procedure was very painful and the numbing procedures was not working so they suggested I stop & take antibiotics for a week & reschedule for another day. I rescheduled for 12/5/23. I was told that I had a balance on my account of ******, which was what my insurance did not cover, so I paid it. Months after my root ************* placement. I received a bill of $7. Wasnt sure what for as there was no explanation. a few weeks later, I started receiving outstanding bill notifications for $******. I went to the office to find out why but the office could not explain & asked that I contact the main office. After several attempts to reach the main office, I finally got someone. I was told that they could not provide me with a reason as to why I have a balance because they do not receive explanation of payments from my insurance company. I was told to call my insurance for explanation. I got my *** from the insurance, only to find out that I overpaid for my services. Coast dental overcharged me $239.79. I am due a refund. I have since tried countless times to reach the office and provide them with the *** from my insurance. No one is returning my calls and I recently found out the ********** office is closed until further notice. I was told twice now that a district manager would call me back but no one has. I have attached my *** & proof of payment
Business Response
Date: 07/30/2024
Please provide signed HIPAA. Thank you.
Customer Answer
Date: 07/30/2024
Hipaa signed & emailed on 7/29/24. Also attached
Business Response
Date: 07/31/2024
Please accept this as Coast's response to Ms.Brangama. Upon investigating your account and the explanation of benefits, it was found that code D4211 was considered "inclusive" to your crown treatment. Delta Dental can only provide you with an explanation of benefits for items which are contracted, so there will be a difference as some services you received, were not part of your insurance coverage. However based off the explanation of benefits, it was found that the patient responsibility for items which they do cover was a total of $605.00. Due to your insurance considering D4211 inclusive, we have adjusted your account to reflect. There is now a $1.80 credit, please see the attached ledger and explanation of benefits. Thank you.
Customer Answer
Date: 07/31/2024

Complaint: 22030170

I am rejecting this response because: The patient ledger you submitted and the explanation still do not match. the adjustment made on 7/26/24 is not justified. The remaining credit on the account is still incorrect. This needs to be corrected

Sincerely,

*****************************
Business Response
Date: 08/01/2024
We have adjusted the 1 item that your insurance advised was inclusive however you also received items that were not covered under your insurance. At this time, no further adjustments will be taken. If you disagree, you can reach out to your insurance to verify. Thank you.
Customer Answer
Date: 08/06/2024

Complaint: 22030170

I am rejecting this response because: I was told that I am not owed a refund & that the charges were for uncovered services and to contact my insurance. I contacted my insurance and they agree with me. I am due a refund. The response from my insurance company is attached. They have also issued a letter to Coast Dental as well. Please rectify this issue by sending my refund of $239.79. Your last response did not provide a valid explanation of the overcharge.

Sincerely,

*****************************
Business Response
Date: 08/06/2024
If you have worked with your insurance, they would have generated what they call a grievance, which is where they would request your records from us to review. At this time, we have not received any sort of grievance or records request. Insurance is unable to provide a response as such "you are owed a refund" without going through the grievance process. We will await their communication before moving forward. Thank you.

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