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

414 total complaints in the last 3 years.
124 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:07/08/2024
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 had dental work done on 11/03/2023 at coast dental in ***********. I confirmed with my dental insurance prior to the appointment that all procedures were covered by my plan. On the day of my appointment, while in the middle of the procedure, an employee from the front office entered the room and handed me a post-it note stating that my insurance would not cover the work I was having done which was very basic. When I finally went to leave I explained to this employee that she was mistaken and that I just confirmed coverage before my appointment. She refused to actually contact my insurance company and began to make a scene when I tried to ask further questions. The waiting room was packed and there were people behind me waiting to check in so I just paid the amount she requested although it did not correlate with any of the procedures on the treatment plan we had discussed. The amount charged was $412 to my credit card. The actual dental work was terrible. Im not even sure what was done except for a filling which fell out a few days later. I contacted my insurance company and explained the situation. They called the office 3 times and then faxed a letter explaining that the work I had done was covered and they would need to submit a proper dental claim for reimbursement. After this I called the office several times and could not get anyone to answer. A few weeks later, the *** claim forms, which were supposed to be submitted to my insurance company, were mailed to my home address. I contacted my insurance company to ask if they had received the claims or if I was supposed to mail them in myself. I was told that patients cannot submit claim forms for providers and that Coast Dental needs to submit them through the provider portal online. I have explained this to them multiple times and for whatever reason they refuse to submit the claims and refuse to refund the money I was improperly charged. It has been the most frustrating and bizarre experience of my life.
Business Response
Date: 07/17/2024
Please accept this as Coast's response to *****************. The office is investigating this issue and will follow up with the patient directly. Thank you.
Customer Answer
Date: 07/19/2024

Complaint: 21956230

I am rejecting this response because:
I have not received any correspondence from Coast Dental since the date of the procedure despite several phone calls to the office in *********** and a phone call to the ************************* at the corporate office which were not returned. After contacting my dental insurance company they explained that I would need to resolve this with the dental practice and the state of *******. I left a message with ***************************** today after he did not answer my call. The local and corporate offices have refused to comply their legal obligation to provide me with a statement of services provided so I have been unable to submit a claim for reimbursement with my dental insurance company. If Coast Dental does not respond immediately I will be at risk of missing the deadline to file an appeal with UnitedHealth and Coast dental will get away with fraud against an elderly Florida citizen with is a third degree felony in the state of ******* punishable by 5 years in prison and monetary fines. I have the letters written in my draft folders and ready to send if Coast Dental refuses to right the wrongs of their Illegal actions and exploitation of a 66 year old woman. I can be reached at ********** or **********. Please be advised that I will initiate legal action by Monday if I do not receive an adequate response in this matter as it is my right to do so and considering the initial event occurred on November 3, 2023, nearly 9 months ago.
Sincerely,

***********************
Business Response
Date: 07/26/2024
Our office spoke with ***************** on 7/24/24 and will be working with her directly to resolve. Thank you.
Customer Answer
Date: 07/26/2024

Complaint: 21956230

I am rejecting this response because:

I spoke with the new office manager, *******, who has only worked at the location for 2 weeks yesterday. She expressed that she was working to resolve my claim and acknowledged that the office had never submitted a proper claim to my insurance company for the procedures I received on November 3, 2023. I also had a representative from my insurance company contact Coast dental at the location contact the orange park office and make sure that they were aware of the proper way to submit the claim. However, the fact that Coast Dental has acknowledged that they made a mistake, 9 months ago, and is still refusing to simply refund me $412 is absolutely ridiculous and unacceptable. I will accept this ludicrous response when h*** freezes over and pigs fly (ie when they refund me the money that they stole from me in exchange for the faulty dental procedures they performed).
Best,

***********************
Business Response
Date: 08/07/2024
The office is working directly with the patient. No further information can be provided from our end. Thank you.
Business Response
Date: 08/12/2024
The office is working directly with the patient. No further information can be provided from our end. Thank you.
Initial Complaint
Date:07/03/2024
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 am writing to formally lodge a complaint against Coast Dental located at [Dental Office Address] in **********************. My experience with this dental office has been extremely disappointing and has caused me significant distress.1. **Dentures Mishandling and Overcharging**: Initially, I visited Coast Dental for dentures. However, the dentures provided were ill-fitting and uncomfortable, which I believe was due to poor craftsmanship and lack of attention to detail. Despite this, I was overcharged for the dentures, even after pointing out the issues and requesting adjustments.2. **Prejudiced Treatment and Denial of Services**: Throughout my visits, I was treated with prejudice by the staff. This discriminatory behavior was not only unprofessional but also disheartening. Additionally, I was denied certain services, such as braces, without a satisfactory explanation or alternative solutions. This has significantly impacted my dental health and overall well-being.3. **Lack of Information on Alternative Options**: I was not informed about alternative treatment options for my dental issues. As a patient, I believe it is my right to be fully aware of all available treatments to make an informed decision. The lack of communication and transparency from the staff at Coast Dental is unacceptable and has left me feeling neglected and mistreated.I am seeking the following resolutions:- A full refund for the faulty dentures.- A formal apology from Coast Dental for the prejudiced treatment and lack of service.- Assurance that Coast Dental will implement better practices to ensure other patients do not experience the same issues.
Business Response
Date: 07/08/2024
Please accept this as Coast's response to this complaint. We no longer have any offices in the state of ******. For your complaint, you would need to direct it to the current name of the office or the owner of that practice. Coast Dental LLC has no affiliation with that office.
Customer Answer
Date: 07/10/2024

Complaint: 21938928

I am rejecting this response because: I have already been in contact with your legal department this is regarding your location that you closed on Windmill recently do not be lazy do your due diligence I was very clear as was a patient for 2 years you have my files

Sincerely,

***************************
Business Response
Date: 07/11/2024
Please provide documentation for when you were seen at our office. With the information you provided you are not located.
Customer Answer
Date: 07/11/2024

Complaint: 21938928

I am rejecting this response because: Provide documentation LOOK ME UP OR WHY DON'T YOU CALL ME LIKE I ASKED YOU SEE MY NAME MY DATE OF BIRTH IS 2/6/86 BEFORE MY NAME CHANGE MY MAIDIAN NAME WAS C *************************** I WAS AT YOUR COAST DENTAL OFFICE ON WINDMILL PKWY IN ********* NV MYSELF AND MY CHILDREN WENT THERE

Sincerely,

***************************
Business Response
Date: 07/11/2024
Please accept this as Coast's response to *********. We understand your frustration with your treatment. Coast Dental does not own the location at **************************************************** and have not been a part of that practice for years, we do not have any affiliation with that practice, Absolute Dental. Upon further investigation, that practice is still open. You can reach them at ************ or you can visit their location for further assistance, they are open until 5pm today. Thank you.
Initial Complaint
Date:07/03/2024
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.
My son had his braces on 11/10/2017. I was told his treatment would be under 3 years.I understand during covid his treatment was delayed. We have been understanding and patient as the orthodontist was in only once a month. They repeating canceled my son's appointments. They started seeing my son again and it seemed as if he was at the end of his treatment. Now we are told without notice they no longer have an orthodontist. They keep referring us to the ************** office. We have called the ************** office and they do not have an orthodontist either. My son's 3 year treatment has been going on 7 years. I have paid for a service they have failed to provided. My son has to start treatment elsewhere now to finish his orthodontic treatment. My son has had braces on for almost 7 year so i am sure he has damage to his teeth because of their negligence and unwilling to provided a service I paid for. I have tried to resolve this with Coast Dental, but nobody will return my calls and I still get directed to the ************** office. I would like a full refund of what I paid.
Business Response
Date: 07/24/2024
Please accept this as Coast's response to this complaint. Our district manager has been in contact with the patient directly. Thank you
Customer Answer
Date: 07/31/2024

Complaint: 21936668

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 08/01/2024
I am not showing any new information provided and there was nothing written, other than to see the attached. Our district manager has spoken with the patient's mom directly. At this time there is nothing further we can assist with until the patient's mom provides the requested information to the district manager. Thanks.
Initial Complaint
Date:07/02/2024
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.
On 2/19/24, I went to coast dental and had them do a crown for me and they charged me $512.50. up front before it could be billed to my insurance company. Once the claim for the service was processed, the amount allowed for the service was $338.88. My insurance company covered half for the service with co-insurance which was $******. I was responsible for the other half of ******, however since I already paid $512.50 in advance of the service, they owe me a refund of $343.06 for this service. I had another service on 2/2/24 for $150.00 and the insurance company again covered half, so I owe $75.00 for this service. In total with the $512.50 that was paid, they in total owe me a refund of $268.08 for the services. They are claiming they never received payment from the insurance company even though they have records of payments received for the services and are holding my money hostage instead of giving me the refund I am owed. They are unhappy with the amount they are contractually allowed to charge for the service of $338.38, so they are trying to keep my money to illegally compensate themselves. They will not follow the explanation of benefits. They have refused to give me my refund of $268.08 for over 4 months and we're very hostile and rude when this was brought to them in person.
Business Response
Date: 07/02/2024
Please provide signed HIPAA.
Initial Complaint
Date:06/24/2024
Type:Billing 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.
This company has terrible reviews for a reason. For over a month, I have been trying to resolve a billing issue. This facility is attempting to charge me more than double of what my EOB says I owe, even though they are an in network provider. They never have their story straight, and this issue has just gone on for too long. On top of that, no one told me PRIOR to my visit that I would be meeting the dentist virtually. I would have never came here if I knew that beforehand. They diagnosed with me with some sort of gum disease, which I was shocked at. I went to another dentist afterwards and they were mortified that this dentist would lie to try to get more money out of me as they found nothing wrong with the health of my teeth/gums. This coast dental location is also absolutely filthy. Its a true shame that this location is in business.
Business Response
Date: 06/24/2024
Hello, I am not seeing the updated HIPAA attachment. Thanks.
Business Response
Date: 06/24/2024
Hello, The executed HIPAA does not reflect Coast Dental. The form needs to be listed as Coast Dental., thank you.
Customer Answer
Date: 06/24/2024

Complaint: 21892506

I have now attached the form correctly filled out.

Sincerely,

*********************************
Business Response
Date: 06/25/2024
Please accept this as Coast's response to ********************* complaint. We are sorry to hear about the issues with your billing. Upon review, it appears that the rates you were billed were incorrect and the contracted discount from your insurance was not applied. I have completed the adjustment, please see the attached ledger which reflects the updated amount. Thank you.
Customer Answer
Date: 06/25/2024

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:06/21/2024
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.
Coast Dental Repeatedly bills for services that were already paid by insurance or me. They Bill twice for same procedure or service.I have called and stopped in office multiple times to confirm there is no money due - but I keep receiving bills and fear they will refer me to collections and damage my credit score. And what about elderly patients that will just pay bills like this out of fear?
Business Response
Date: 06/21/2024
Hello, please provide signed HIPAA. Thank you.
Customer Answer
Date: 06/22/2024

Complaint: 21882095

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 06/27/2024
See Attached
Business Response
Date: 06/27/2024
Please accept this as Coast's response to ***************. We are sorry to hear about the issues with your billing and that this was not resolved with your visit to our office. Upon review of your account, the most recent date of service did not have your insurance rates applied, meaning, there was no discount from your insurance applied. We have corrected this error, and your account balance now reflects $0.00. Please see the attached ledger for your reference. Thank you.
Customer Answer
Date: 06/28/2024

Complaint: 21882095

I am rejecting this response because:
Coast Dental Routinely overbills in the manner I presented. How do we know they will not continue this practice? And when called, say, "Oh, I'm Sorry."

What type of oversight will prevent these practices from continuing and preying upon trusting senior citizens? What if Coast had sent this bill to Collections?

Sincerely,

***********************
Initial Complaint
Date:06/13/2024
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.
Coast Dental at **************************** is horrible. The worst experience Ive ever had at a dentist, Im a 46 year old adult that has received regular dental care for my entire life. Im new to the area and tried this place. First of all the place is a dump, water stained ceilings with what looks like water or something running down the wall in the back exam room! The hygienist repeatedly tried to jam a large ex ram device in my mouth, it doesnt fit, Ive had **rays in the past numerous times, Ive never had this happen. She then takes me back to another room where Im in an open area and can hear other patients getting dental procedures done, its disgusting. Here the hygienist jams a slightly smaller device in my mouth and tries to use a handheld device to take the **ray, while she is pushing this device against the side of my face the one in my mouth is painfully jamming into the roof of my mouth. I walked out. I was done. They stop me at the door and force me to pay $23 for the one **ray they allegedly took. They advertise free **rays for a new patient consult. But I paid simply so that I could get out of this place!!!
Business Response
Date: 06/14/2024
Attempts have been made to reach and speak with ************* however at this time we have not been able to speak with her and only able to reach her voicemail. We ask that ************* please call us back. Thanks,
Initial Complaint
Date:06/12/2024
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 felt very uncomfortable my entire time being there, as multiple procedures (an exorbitant amount of X-rays and a tooth cleaning) were performed without my consent or knowledge of what was going to happen. I went in because I had concerns about a chipped tooth, which were not addressed at all & were brushed aside when I brought them up. The dentist saw me via Zoom, which was a complete shock to me as I was under the impression that I was to be seen by a practitioner in person. The hygienist who saw to me barely spoke or understood any English, which was a huge problem because it meant I did not understand what was going on or what I was agreeing to. He also tried to manipulate me into getting my teeth whitened by telling me that I looked bad and that the teeth whitening would make my smile pretty (I declined).The X-ray equipment that went in my mouth did not appear to be properly sanitized, and at one point, an uncovered computer cable ended up in my mouth, which was disgusting. The hygienist presented me with a list of charges and asked me to sign them, and pressured me to "just sign it" when I tried to take time to read over it first. Because of the considerable amount of distress I was in at this point, I did sign it, which I regret. Included on that list of things was a $100 electric toothbrush that I took home but ended up returning later, which brings me to another issue. I gave it to the receptionist and asked that the charge on my card be refunded, but I have yet to receive the refund and they are giving me the runaround. After I posted a negative review on ****** maps, they called back and offered to refund about half the money, the other half being put towards a charge I did not agree to. In addition, before the appointment, I was contacted by the receptionist via text to procure my insurance information, and was treated in an extremely rude and unprofessional manner. I would like to be refunded the full amount of the returned toothbrush.
Business Response
Date: 06/18/2024
Please accept this as Coast's response. The office is reaching out to the patient to discuss directly. Thank you.
Initial Complaint
Date:06/11/2024
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.
Coast Dental has been charging my insurance company for service NOT rendered... They are unreachable so we can get them to return those charges for services not performed. At this time I have requested all my dental records with no response. I have tried to contact Coast Dental headquarters in ************* but absolutely no contact with any phone number they have listed.. My insurance company has them under investigation but at this point no one can get ahold of Coast dental to reverse those charges...
Business Response
Date: 06/14/2024
Please accept this as Coast's response to *************. The office spoke with ************* and she requested a copy of her records; the records are ready for pick up when ************* comes in. A follow up call has been requested. Additionally, the district manager has attempted to reach ************* to discuss her concerns and is patiently awaiting her return call. Thank you.
Initial Complaint
Date:05/28/2024
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.
On March 19th, I had dental services provided to me. Coast Dental sent me a bill and continuous text messages informing me that I owe $142.80. I have records that United Concordia has paid this balance, however, I am getting text messages sent to me. United Concordia and I have reached out to Coast Dental multiple times as well as left voicemails. United Concordia and I have reached out to both the office where the dental services were conducted (Coast Dental *****) and the corporate office. Untied Concordia has informed me they have a contract with Coast Dental and that I owe nothing out of pocket. In my opinion, there seems to be fraudulent activity on Coast Dentals end.
Business Response
Date: 06/10/2024
No HIPPA on file to discuss account.

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Coast Dental is NOT a BBB Accredited Business.