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

417 total complaints in the last 3 years.
128 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:05/24/2024
Type:Order 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 transaction 12/27/2023 The amount I paid for services $2,499.00 for Orthodontal services.Nature of the dispute: After paying for total cost of services at Coastal Dental, I file a claim with my dental insurance company (Cigna Dental). Instead of Cigna reimbursing me they paid Coastal Dental. I tried contacting Coastal Dental, I left a few voicemails but never receive a call back. Cigna did confirm with me that the check has been cash by Coastal Dental. This has been going on for months and would like this resolve as soon as possible.See attach documents.
Business Response
Date: 06/19/2024
Patient went to corp office, He contacted his insurance while in the building and provided the check number and amount. Advised patient we have located insurance payment and will post to account. Also informed patient we will issue refund once payment is posted to account.
Initial Complaint
Date:05/23/2024
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.
On August 21, 2023 I visited had an appointment with Coast Dental (using my new Met Life Dental Policy). I suspected I was over charged so I discussed the charges with Met Life Dental. They reviewed the charges and agreed that I overpaid $90.99. Despite providing Coast Dental with this information by email, fax and phone calls I have not been refunded for this overpayment. Met Life Dental has also been in contact with this Coast Dental facility on my behalf. Still have been denied my refund. I am hoping that by filing this complaint, Coast Dental will stop ignoring my request for refund and send the check for $90.99, as requested in the attached document. I have reached out to them numerous times but have not received a response or refund.
Business Response
Date: 05/23/2024
************************, we do apologize for the inconvenience, we do have a refund for you pending. We do need the Amex credit card # information you used in order to refund. Please call our office and advise them to update your refund #****** with that information and we will gladly continue the refund process for you.
Kind Regards
Initial Complaint
Date:05/23/2024
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.
On 2/28/24 my son visited Coast Dental *****************, I paid $530 for 2 periodontal carriers, $265 each, was told as of 3/1/24 they no longer accept his insurance, therefore since he has changed dentist I requested refund, was told on 3/28/24, refund was requested by ******* ************* and sent to corporate in *****, son ***************************** ID *****, as of today 5/22/24, I have not received refund, no one answers phone at corporate office, I have left numerous messages and no response, this company has the worst customer service, I need my money back, no one has $530 to give away for nothing.
Business Response
Date: 05/28/2024
Hello
We have created a refund request for this patient. The office has spoken to the patient and informed there is a pending refund request. We will issue refund for credit on account.
Customer Answer
Date: 08/19/2024

Complaint: 21746953

I am rejecting this response because: Reference initial complaint filed against Coast Dental on 5/23/24, and response from Coast Dental on 5/28/24, I have not spoken with anyone from Coast Dental and still have not received refund. *************************** ************

Sincerely,

***************************
Business Response
Date: 08/29/2024
Please accept this as Coast's response to Ms. ********. As of 8/23/2024, this refund was processed, please find the attached refund receipt. I apologize for the delay in this matter. Thank you
Initial Complaint
Date:05/20/2024
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.
My name is ***************************. My husband's name is ***********************. This complaint is about the treatment *********************** received from Coast Dental in *******, **. I would like to share some of the correspondence that I have had with your *******, ** office.Around March 2023 my husband went to Coast Dental in *******, ** to have his teeth removed and to get fitted with permanent dentures. The cost of the total procedure was *****. He had his teeth removed. When he was fitted with TEMPORARY dentures, he was completely dissatisfied with the work. My husband has a ************** which he was unwilling to get surgery for, because his Torus Platinus causes no problems. The temporary dentures covered his ************** causing him to gag and choke. He left out of the dentist office with his temporary dentures in a bag and we explicitly wrote our complaint on the contract handed to us to sign by the office manager. During the time my husbands gums were healing we contacted the office and tried to get the temporary dentures modified. The dentist was out on maternity leave until December 2023.My husband has since had his temporary dentures modified to fit his Torus Platinus, by another dentist. Coast Dentals recommendation was that he have surgery to remove his Torus Platinus. He or rather I, since I own the credit card, canceled his PERMANENT dentures with Coast Dental in *******, ** in December 2023. They have yet to refund our money.I am writing to the corporate office to satisfy my claim for a refund. Attached are all the correspondence that I have had with your *************** I also attached a picture of the temporary dentures today, they fit around my husbands **************.The dentist whose work we were totally dissatisfied with is *********************************.
Business Response
Date: 05/23/2024
Please provide signed HIPAA. Thank you.
Customer Answer
Date: 05/23/2024
See Attached
Business Response
Date: 05/24/2024
We are limited in information we can provide; I am not locating a signed patient authorization to release information to the wife. However, the local office spoke with the patient and confirmed refund was requested however was not approved by upper management until 5/15/24. As of 5/23/24 the refund was processed. Please see the attached confirmation of the processed refund. Thank you.
Customer Answer
Date: 05/24/2024

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:05/16/2024
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.
In March of 2024 I went to Coast Dental to get a lower partial done. There was a communication problem as I am Italian and don't speak very good English. I was given a payment plan that stated that the insurance was going to cover the lower partial at 100% and that is what I signed. when I went to try on my partials it was the wrong thing they ordered a upper denture, I had to be refitted for what I originally ordered, a lower partial. I received a bill 05/28/2024 that states that I owe them $853.00 because the insurance did not cover the partial. Insurance was run prior to the partial being ordered where it stated 100% covered, now all of a sudden the insurance did not cover. Coast Dental is robing the elderly I am 75 and on a fixed income. My son has contacted them several times regarding this issue and they just put him on hold and never come back to the phone. This dental company is a sham.
Business Response
Date: 05/22/2024
NO HIPPA ON FILE TO DISCUSS ACCOUNT
Initial Complaint
Date:05/16/2024
Type:Order 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.
This company practices unethical business practices. I first go in telling them that I have insurance last year in December of 2023. They go through my mouth and tell me all of the things that I need done I approve the things that they said because they told me that insurance would be covering most of it except for I had to borrow $1,500 from Care credit. My third time in, they wanted to charge me more money. I told them I was prepaid. The fourth time in they still wanted to charge me again and I told them I'm not paying them anything that I had prepaid for everything with insurance and a line of Care credit. I call up to make an appointment to get my partial upper plate and they're telling me that I have a balance due. In another conversation they told me I had over $500 in credit. They lie on both sides of their faces. I expect the better Business bureau to fix this problem with this company because it seems to me it's the same kind of complaint from everyone that you've gotten under this system called the better Business bureau. Every complaint seems identical! why do you allow these practices to continue? Will I need to get an attorney? I will get an attorney if I need one. I then get a statement from someone that they're telling me I no longer have a credit when I had a credit over $500 and I told them to place that money back to my line of credit with Care credit... The response was that the credit is gone. That the money was never mine. I don't understand how to do business with someone that lies constantly. This is why I've reached out to the better Business bureau as I will repeat it again and again. My phone number is ************. My email address *************************** I expect to hear from someone from the better Business bureau within the 5 days this isn't the first complaint that I put in. I never signed a contract since my new insurance started April 1st. They were supposed to have used WellCare. Now double dipping into Humana Gold Plus
Business Response
Date: 05/23/2024
The district manager called and left a message for *********** requesting a callback to discuss. Thank you.
Initial Complaint
Date:05/14/2024
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 purchased the clear liners and didn't receive the complete treatment. I was only seen in the office 2-4x. 1. Consultation, measurement.2. Came back to pick up the liners.3. Put the weird bars on the left side of my teeth.4. Removed the bars on the left side of my teeth.However, those times I had fillings, extraction, root canals etc...They always cancel me due to no provider or overbooked, unable to see my name in the system, and missing my records. Provider never seen me and my teeth still not aligned and fixed. This is the reason why I paid this much amount to get my teeth align and fix. I didn't get the complete treatment that I paid for. This is the reason I came to them to fix my teeth, if they're unable to fix it then they should never taken my money. I would have went somewhere else. The coastal dental already took my money, but never provided the treatment that I should be receiving for what I paid for. Therefore I would like to receive price adjustment. I called the corporate and office management few times. But never replied or gave me an answer or always say will get back but never did. My credit is decreasing and going to collection due to them dragging this. I would like to get my price adjustment settlement and fix my credit. Please assist me. Thank you.

Additional Complaint:
The price needs to be adjusted, overcharged. Root canal not fully completed, no crown placed. Therefore the amount should be less.
Business Response
Date: 05/16/2024
Response from office.
***************************** did not stay on track with her dental appointments for her CCAs or other restorative work. She did not attend her maintenance appointments with ******* ************* for her CCAs due to that being the office where the Orthodontist was while she was in trreatment. She attended one appointment at the office where they delivered her final retainers on 10-2-23. She actually had finished the CCAs and received her retainer at ********************* location. Ms. ****** also had a root canal that was done on 10/2/23, a core buildup on 10/16/23 however she has not return for her crown as well. According to her account notes, she was consistent with not confirming her appointments and calling the day before or day of to reschedule and still didn't show for rescheduled appointments.
Customer Answer
Date: 05/23/2024

Complaint: 21708460

I am rejecting this response because:

Sincerely,

*****************************
I have had several issues with Coastal Dental. Despite my efforts to communicate and cooperate, it has been very difficult to get a hold of the office. Both customer service on the phone and the ********************** assistant on the day of my appointment informed me that the phone at the *************** was not working. On multiple occasions, my appointments were either not scheduled as confirmed, canceled, or rescheduled due to the unavailability of a provider. When I did manage to attend my appointment, the office had no record of my previous visit, even though I remembered the person who assisted me. They also misplaced my records and initially claimed that I had never been seen. After providing detailed information about my previous appointment, they finally located my records under a different chart number/last name.

In regards to clear liners, I only received treatment on the day when measurements were taken for clear liners, bars were placed on my left upper teeth (the purpose of which I never understood), and the bars were removed. However, due to the unavailability of a provider, my subsequent appointments were canceled and rescheduled multiple times. I was even redirected from the *************** to the ******* and A1A ************* locations, only to be told that I couldn't be seen. The constant change in staff and unavailability of providers have prevented me from receiving the treatment I paid for in order to align and straighten my teeth with the clear liners. I wasn't able to ensure that the alignment was correct, and it is not my responsibility to do so. If I have to check the alignment myself, I might as well measure my teeth at home or seek treatment elsewhere. Providing clear liners to a client without scheduling any follow-up appointments is unacceptable. I am not a dentist and should not be responsible for determining if the alignment is correct or in need of adjustment.

Furthermore, why would I refuse to schedule a follow-up or appointment for a treatment that I have paid a significant amount of money for? I have paid more than half the cost of the clear liners and have not received the promised treatment. Therefore, I am requesting a price adjustment so that I can seek treatment from a different orthodontist/dentist who will provide the treatment I require.

I believe that Coastal Dental's failure to provide the treatment and refusal to make a price adjustment constitutes fraud and is essentially taking money from patients.

In relation to my crown, the filling that was done was not clean, which led to me needing a root canal. I had to repeatedly communicate with the scheduler and office manager to be seen, as I was in severe pain and unable to eat or swallow. After almost a month, I was finally seen. The dentist informed me that if I had waited another day, I could have ended up in the hospital or worse, due to the infection spreading close to my throat. I had to take antibiotics and pain medication for weeks to clear the infection. Given my medical conditions, including hypertension, diabetes, and a history of stroke, the dentist had to ensure that there was no remaining bacteria causing further spread. The dentist who performed my root canal had left, and there was no dentist available until now to provide me with a permanent crown.

Additionally, I was charged more than the amount I was initially told. I do not believe that I should have to pay for the full service of a root canal/crown when I have not received the crown at all. My mouth was so infected that my gums were swollen and sensitive, making it difficult for me to eat. All of these issues are a result of Coastal Dental's lack of organization and high staff turnover, which have led to dental problems. I am requesting a price adjustment for my clear liners and the correct amount for my root canal treatment. I can also provide a copy of my phone call history with Coastal Dental from my phone company, if necessary.

I hope that this issue can be resolved as soon as possible, as it is impacting my credit score. I appreciate your assistance in addressing this matter. Thank you for your understanding and time.

Sincerely,
*****************************
************
Initial Complaint
Date:05/10/2024
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.
Good afternoon I was accepted as a new patient in October I was told I needed a root canal as well as a extradition .My insurance would cover so I was approved for Sunbit .I received my crown for my molar which is giving me problems but I never received my bridge for my front tooth also my tooth next to where the extraction was done was messed up and filed down like a baby tooth unbeknownst to me Also I have called the office which i was told I was transfered to in ******* numerous of times no response or contact back..Call my insurance found out they sent my insurance company a ***** dollar bill alone with the ***** dollar bill which was suppose to be financed.No one is concerned that I have a tooth missing when i paid for a bridge to cover that.Now im embarrassed I work in **************** this should not be the way this is handled I'm being charged when I advised the finance company they used they are telling me even though I havent received what I was suppose to get service was done incorrectly im still held responsible this is showing on my credit I want my mouth fixed and services rendered that I was suppose to get
Business Response
Date: 05/10/2024
Please provide signed HIPAA. thanks
Initial Complaint
Date:05/08/2024
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.
Coast has failed to provide services that were paid for in full. We paid for braces, with an original treatment plan to be estimated at 18 months, starting on June 2nd, 2021. They moved offices, during the move they informed us that the previous orthodontists files were corrupt and they couldn't access my sons treatment plan and seemed to be making up his treatment plan as they went along. My son also had a jaw alignment device, a tech made a comment (after the device was on for roughly a year) that the device was installed wrong and not doing anything to align his jaw. At least twice(including now for about 6 months) they have not had an orthodontist on staff, leaving my son with out any treatment for those durations of time. We have went to get 2nd opinions and pursue other offices to switch, and in their professional opinions, my son has another ***** months of needed treatment. They have provided unethical treatment for my son for 3 years now. We have reached out to the ************** well over 30+ times as well as the corporate office at least a dozen times to talk with someone about the situation and they have never taken or returned our phone calls. The only message that corporate/************** has provided(and absolutely nothing else) is an offer of a $300 refund for unreceived services, which I 100% disagree with.
Business Response
Date: 05/21/2024
This is being handled directly with the patient's parents. Thanks.
Customer Answer
Date: 05/23/2024

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.

I would also like to add the simple fact that your customer relations department is one of the worst I have ever had the experience to deal with. There is never anybody that answers the phone, nobody returns phone calls, and anything that doesn't have to do with taking my money or making an appointment is blatantly ignored. The inability for the ************** to keep an orthodontist on staff obviously has to effect a large portion of their clients and not just me. Coast should really come out and provide those patients means of getting treatment at other facilities or provide a full refund to them. My son has been in braces for over 3 years and the professionals we are now looking to for treatment are saying he needs another ***** months of treatment. How is it possible that my son has been seeing Coast for over three years and he still needs such a significant amount of treatment?!?! They are blatantly providing unethical treatment, incredibly unprofessional, and really taking advantage of the patients who are monetarily bound to their business. Obviously the patients have done their part and paid, when will Coast be held accountable for their part and provide the ethical treatment?!?!?!

Sincerely,

*********************************
Initial Complaint
Date:05/07/2024
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.
Recently I had to get my dental redone! Non of the work done to my mouth lasted more than two months! Also the dentist at this office Im reporting placed a veneer on a tooth that needed a full root canal! The work I paid for my teeth I feel like I paid one of these fake tik tok dentist to play with my teeth! None of the work done amounted to this. Now I have to pay ***** to get the same work out that was supposed to be completed here completed where I am located now!
Business Response
Date: 05/08/2024
Please provide signed HIPAA. thanks
Customer Answer
Date: 05/09/2024

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,

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

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Coast Dental is NOT a BBB Accredited Business.