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:01/10/2024
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.
On October 10, 2023., after I moved from Ca to GA due to my husband retirement, I stared looking for Doctors and a new dentist, due to I have a decease and I'm in hands of my drs at all times. My insurance agent helped me to find this office, Coast Dental, and I made an appointment for my periodical cleaning. Accord to my X Rays ****************************** told me my old bridge (which never bothered me at all) was chipped and there was a cavity under it. The assistant came with a proposal, saying that my Insurance will covered 100% of my treatment . Then I made the appointment for almost two weeks later. I was already sitting on the dentist chair when an assistant (there are a few workers) came over and said my Insurance dissent cover to remove the Bridge, and the cost was $150 . I was there, so I paid for it. The Dentist took 4 hours to remove the old bridge and after that, again the assistant came over and told me it wasn't covered by my Insurance and I will have to pay $2,925 in order to have the bridge. I almost fainted, I can't afford that money, and it wasn't my fault, so why I have to pay for the consequences of their lie? . I've talk to the District manager and she told me the same, they can't do it for free.They had enough time to make sure my Insurance cover or not my bridge. My situation is that since October 23 I have not bridge, I'm chewing only on one side, which is very uncomfortable, because my three temporary teeth kept coming out. I need help, this people are not serious and they tricked me. Beside, due to my decease , I'm at risk of having an infection, and that could be so dangerous to me. Im under a lot of stress. They lied to me , the Dentist removed my bridge and now I have nothing, they can't leave my mouth with half work done. Im having other health consequence due to the stress I've been trough. Thank you !
Business Response
Date: 01/12/2024
Please provide signed HIPAA. Thank you
Customer Answer
Date: 01/18/2024
See Attached
Business Response
Date: 01/18/2024
Please accept this as Coast's response to your complaint. We apologize for the inconvenience caused by the treatment not being covered by your insurance. After a thorough review of your account and the insurance contract, it has become clear that we are unable to proceed with services unless you, as the patient, acknowledge and agree to pay for services that are not covered benefits through your insurance.

It is important to note that as a healthcare provider, we can only provide an estimated cost based on the treatment plan you need as a patient. The treatment plan provided clearly states a disclaimer that the subtotal represented in the insurance column is only an estimate of coverage, and the guarantor on the account is responsible for all treatment and fees not covered by insurance. I always suggest reaching out to your insurance before starting any procedure to check coverage and potential cost.

Our office did submit an appeal on your behalf to your insurance; however, we have not received any approval at this time. We recommend reaching out to your insurance directly to see if they would approve the bridge treatment. Additionally, our district manager has provided alternative options that are either partly covered under your insurance or treatment that is cheaper in cost. Such options include: a cheaper bridge, using different material; another option would be to move forward with crowns with a partial (the partial is a removable appliance); payment plans were also discussed with you to help you pay for treatment; those options were ****** or CareCredit. However, we understand that you have declined to receive those services at this time.

Upon reviewing the bridge that you had, it was found to be in poor condition, with open margins between your gums and the bridge, decay beneath the bridge, and chipped porcelain. Unfortunately, it was determined that the bridge was not a covered service after we started the treatment. As a temporary solution, a temporary bridge was placed until you are ready to move forward with the agreed-upon treatment.

At this time, we are unable to move forward with the treatment unless you agree to pay for the bridge. Alternatively, you have the option to proceed with the alternative treatment options provided by our district manager. We apologize for any confusion or frustration this situation may have caused. Thank you for your understanding.

Customer Answer
Date: 01/18/2024

Complaint: 21112419

I am rejecting this response because:" as you said, you started the job and then found out that my Insurance wont cover the bridge' so who contacted my Insurance and told me that it will be covered 100% and Il will have to pay Zero money ? You refused to tell me who made the mistake or lied to me. The Office had two weeks to find out my coverage, enough time. The day of my appointment the office found out that my Insurance wont cover to remove the bridge and i paid for for that. At that moment you couldn't see that the bridge wont be covered??? What you offered me was a partial, what I should remove every night, and I had a bridge, so I wanted my bridge back. i can't afford almost $2,925 , NOBODY told me that it was only an estimate, i was told it'll be covered 100% ,and the proposal says" PACIENTE 0" and all the people in the office are witnesses. Someone in your office made a mistake and I can't pay for the consequences.
Sincerely
***********************
Initial Complaint
Date:01/08/2024
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 was double charged by this business ****** two times and I was only supposed to be charged once.
Business Response
Date: 01/09/2024
NO SIGNED HIPPA ON FILE TO DISCUSS ACCOUNT
Initial Complaint
Date:01/08/2024
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.
They've been sending past due notice of $82.00 for my periodontal maintenance (code D4910) service provided on 06/28/2023.My dental insurance (uhc dental) said they needed more documents from the provider. I've been trying to contact Coast Dental at **********, left messages several times for someone to call me to discuss the bill. Now, I've received another past due notice on 01/04/2024 asking me to pay within 5 days or they'll send the bill for collection. On 12/04/2023 I've sent an email to *********************************** which was provided to me by Coast Dental describing the problem. Today I've tried to call ********** which was listed on the past due notice (please see uploaded notice), no answer, their voice mail box full. So, I was not able to leave a message or discuss the bill. I've also contacted my insurance *** several times including today. They're also unable to contact the provider. I would like for Coast Dental to contact me to discuss the bill or resubmit the bill to my insurance. They need to provide my insurance *** documents of need for the service they provided to me.
Business Response
Date: 01/11/2024
I have attached the *** processed by insurance and the signed Treatment Plan where the patient acknowledged the financial responsibility if the insurance does not cover the service.
Customer Answer
Date: 01/12/2024

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.
Thank you very much for your help!
I paid Coast Dental my due of $81.

Sincerely,

*******************************
Initial Complaint
Date:01/03/2024
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.
This complaint is being filed due the Coast Dental & Orthodontics not providing accurate information to Delta Dental ***************** in a timely manner. This has resulted in numerous bills being sent to me in the amount of $126. Coast Dental & Orthodontics also changed the date of services (provided false information) of the claim to get claim processed. This was done because Coast Dental is aware that claims will only be paid within a year of the service date.I have tried to speak with Coast Dental billing and the corporate office. They have handled this matter unprofessionally and refuse to take accountability for their mistake. I want this claim taken care of by Coast Dental, I want them to stop all contact with me immediately, and I would like for this to be a formal dispute that will not reflect negatively on my credit report.Please see the attached documents as proof of communication between Coast Dental and Delta Dental.
Business Response
Date: 01/03/2024
NO SIGNED HIPPA ON FILE
Customer Answer
Date: 01/03/2024
See Attached
Business Response
Date: 01/04/2024
Ms. ******, my sincere apologies for any inconvenience you may feel you have incurred. Upon further review of your account and the history of notes on file reflects the office did not have Delta Dental on file at the time of your appointment, they had your previous insurance Humana. It is the patient's responsibility to assure we have accurate and up to date insurance information in order for us to bill the insurance for the patient. We did not have that information on your appointment dated 11/19/2021. The office and our collections department made numerous attempts after your visit to contact you in order to retrieve that information and left several voicemails for you to contact the office and provide such. (PLEASE SEE ALL DOCUMENTED NOTES PASTED TO THIS RESPONSE BELOW). We billed you for FIVE consecutive months before you made contact to provide your Delta Dental Information. We were able to initially bill your Delta Dental in July of 2022 for your November 2021 visit. (8 months later). Insurance turn arounds are between ***** days. Now our timely filing criteria is shortening due to your negligence of providing your insurance to us in a timely fashion. On 9/14/2022 we resubmitted a corrected claim at insurance request (you can appreciate it takes ins 2 months to notify us of any additional info they need) Finally on 11/18/22 (another two months and at the time limit for timely filing) insurance states again needing provider information. Our claims are all filed electronically, and all provider information is automatically uploaded and accurate, I guarantee you they had all the information they needed. Unfortunately, they did not pay your claim and it is your financial responsibility. We kindly request you take care of your balance with the office, and you will be continued to be contacted until balance is resolved.
Respectfully

ACCOUNT NOTES BELOW:
2021-11-22 ******************************* ************************** Claim From 11/19/2021 was Submitted to ***** ****************** HUMANA DENTAL INSURANCE CO
2021-12-01 Corporate Collections General Task Created: Spoke with ***** [callref#*************] @HUMANA; claim for DOS 11/19/2021 denied due to inactive plan. The patient's plan termed on 08/31/2021 and has no other active dental plan. [There are no details available on the patient's plan history nor details on the patient's SmartDoc. Tried to call patient but no avail and LVM instead. Please follow up with the patient to determine proof of eligibility at the time of the appointment or close and bill the patient](*************************)
2022-01-13 Corporate Collections General Call Direction: Outbound Call Reason: Appointment Confirmation Call Result: Left Message Patient: ****** ************** ************* Caller Name: ******************* Phone: ************** Call Note: Called the patient for confirmation of appt on: 01/17/2022 11:30 AM. / keeps ringing / no answer / left txt message / EOC(*****************************)
2022-01-14 ********************************************* CoastNet AS PER THE HUMANA WEBSITE, THE PATIENT IS NOT ACTIVE AND TERMED ON 08/31/2021.
2022-01-19 Corporate Collections General Task Completed: Called patient multiple times no answer left voice mail to call back with proper insurance info(*******************************)
2022-01-19 ******************************* Insurance ********************* Claim From November 19, 2021 was closed.
2022-02-09 Corporate Collections General Patient sent Statement letter for $151.00(CoastBot User)
2022-03-05 Corporate Collections General Patient sent Past Due letter for $151.00(CoastBot User)
2022-04-22 Corporate Collections General Patient sent Statement letter for $151.00(CoastBot User)
2022-05-16 Corporate Collections General Patient sent Past Due letter for $151.00(CoastBot User)
2022-06-15 Corporate Collections General Patient sent Past Due letter for $151.00(CoastBot User)
2022-07-11 *********************** General Re-submitted patients claim from 11/18/2021 to delta Dental PPO ** ID ************ rep confirmed patients plan was active from 8/2/2020 to 12/31/2021
2022-07-20 *************************** General pt unable to use new insurance due to previous claim being worked on per patients request. Pt. informed and will call us back to reschedule appt.
2022-09-14 *********************** ************************** Claim From November 19, 2021 was recreated on September 14, 2022
2022-11-18 Corporate Collections General Task Created: Spoke with ****** @DELTA; Claim for DOS 2021-11-19 has been denied due to insurance requesting the provider information. Please submit the doctor's information (taxID#,License#,Facility Address). Sent to P.O. BOX **** **********, ** 30023-****. Thank you. Refencing claim#**************. Call ref#SF20221118367650831.(Twinkle Tombon)

Customer Answer
Date: 01/04/2024

Complaint: 21090729

I am rejecting this response because: Delta Dental made several attempts to get the correct TIN from the Coast Dental so the claim could be processed. Please see the attached documents I provided to which will reflect the amount of times the claim was submitted and rejecte.

Sincerely,

****** German
Business Response
Date: 01/08/2024
Once again, Delta Dental was provided all correct information. Unfortunately, the timely filing time limit had been met. As previously stated, your initial negligence in providing the proper information in a timely matter compromised the filing process. It is ultimately patient financial responsibility as Insurance filing is done as courtesy.
Initial Complaint
Date:01/03/2024
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 used to be a patient at Coast Dental **********. Due to poor service I switched to another provider. My last appointment with Coast Dental was May 23, 2023. I waited over one hour to be seen and was talked into buying expensive periodontal retainers. I received a bill from the office in August showing that I owe them $126.20. The description for the service is/was "7/12/2023 Balance Due - $126.20. I called on 8/23 and spoke with ********. She said insurance did not pay and I should contact them. I asked what it was for and she had no explanation. She recommended I look into my insurance. I logged into Cigna which shows everything paid in full. Every month they continue to send me this bill with no explanation of what the service was and no statement. I wrote them in August. No response. I called on 10/23/23 and they said they would email me a form so I could get the statement. Nothing. I reached out to someone at Coast Dental on ******** messenger. They talked to the office and said they would call me. Nothing. I reached out again in November on FB messenger, and they elevated the issue to the District Manager, Nixta. She finally called me and promised that she would fix the issue and get to the bottom of it.I am now receiving a Final Notice with a threat to send me to collections. I have an excellent credit history and really do not appreciate this threat. I called, text and sent the notice to Nixta on her cell phone. Silence. My next step is FB messenger again. Nixta's phone number is ***************. I am not sure where to go from here. Hire an attorney for a $129.20 bill? My acct number with ********************** is **********. Please let me know if you need anything else to help me resolve this issue. Thank you! ***********************
Business Response
Date: 01/11/2024
The attending office has been trying to reach *************** to discuss her complaint. We ask that she return the calls. When calling, please select option 3 so you are routed to the local office. Thank you.
Customer Answer
Date: 01/11/2024

Complaint: 21084971

I am rejecting this response because:
the Office, ********, called me one time and left a voice mail This was on January 4th T 8:11am. I immediately called back and left a message for her to return my call The next day I talked to the appt scheduling person and asked they have ********************* I have since then called almost every day and left voice mails One day the voice mail box was full ******** does NOT return my calls and there have been multiple messages left for her to do so.

Sincerely,

***********************
Business Response
Date: 01/12/2024
Please accept this as Coast's response to ***************. The office has informed me that they spoke with you and that you acknowledged the situation and will reach out to your insurance. Thank you.
Customer Answer
Date: 01/12/2024

Complaint: 21084971

I am rejecting this response because it is still not resolved. I am out of town but will review with insurance on Monday. This complaint is not resolved yet. But at least they finally returned my phone calls.

Sincerely,

***********************
Customer Answer
Date: 01/30/2024
I did look at past EOBs and from what I see my insurance paid Coast Dental in full. However ******** at Coast said she needs to provide Cigna with documentation showing the last time I received periodontal care (even though I only went to Coast Dental for a dental cleaning, not periodontal. I found the information from the past, 2 documents and sent it to ******** at Coast on January 16. She confirmed she had them and was to get a hold of Cigna. Now I cannot get ahold of ********. She does not answer texts or emails. I even tried again today. Nothing.
Business Response
Date: 02/01/2024
Please accept this as Coast's response to ***************. The office has attempted to reach you and also sent a text to you. The insurance is advising that they need the dates from your SRPs that were completed before coming to our office. The documents provided do not show a date of service of when they were completed. Can you please respond and provide the dates or call the office to provide? Alternatively, you can contact your insurance and provide the dates yourself. Thank you.
Customer Answer
Date: 02/01/2024

Complaint: 21084971

I am rejecting this response because the issue is still not resolved. She finally text me back yesterday and today I was able to provide her additional insurance information. Im hopeful she can resolve this issue with *****.
in addition, I received a bill from them again with an extra charge for $25. Description was Debit Adjustment? What is about now. I will reach out to her about the new issue
at this point, to finally get rid of the back and forth and all of the work and Stress this is causing Id be willing to pay them half of the original fee to close this forever Its been very time consuming and stressful for a dentist I no longer due business with Half would equal $61.18

Sincerely,

***********************
Business Response
Date: 02/02/2024
The office will follow up with your insurance to provide the requested information. We do not agree to adjust the balance and are pending Cigna to provide a response to the additional information provided. Thank you.
Customer Answer
Date: 02/03/2024

Complaint: 21084971

I am rejecting this response because I will wait for them to resolve with insurance. I will also not pay the new charge of $25.

Sincerely,

***********************
Business Response
Date: 02/14/2024
Claims can take your insurance ***** days to process. Please note that we have done our best to get this resolved. At this time, no further information is available to provide. Thanks.
Initial Complaint
Date:01/03/2024
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.
Date of service 4/03/2023. Acct # **********. ********************** billed my insurance company for date of service 4/3/2023 and received payment of $325.10 from them on 4/14/2023. I been waiting my refund of $166.00 from them 8 months for my over payment. Contacted them several times my and phone there answer all the time is that we are working on it.
Business Response
Date: 01/03/2024
Please provide signed HIPAA. Thank you.
Business Response
Date: 01/16/2024
The local office will be reaching out to *********** to discuss. Thank you.
Customer Answer
Date: 01/23/2024

Complaint: 21078980

I am rejecting this response because:
I still haven't heard from Coast Dental or received my refund. April **** will be a year trying to get my refund and not getting a response.

Sincerely,

*******************
Business Response
Date: 02/01/2024
The district manager has tried to reach *********** but was unsuccessful, a voicemail was left to return her call. Thank you.
Customer Answer
Date: 02/02/2024

Complaint: 21078980

I am rejecting this response because:
No one has reached out to me. I haven't received any voicemails from anyone. I'm still waiting for my refund. ******************* from Coast Dental her cell phone number is ************ has blocked all my calls. ********************************* Office Manager - ************ doesn't return my calls either. ***** is *******'s Manager.

Sincerely,

*******************
Business Response
Date: 02/15/2024
Please accept this as Coast's response to ***********. Our district manager has spoken with you yesterday, 2/14/24 and confirmed that we are not eligible to refund monies paid by your insurance to you. Monies overpaid by your insurance must be held and available to be refunded to your insurance. For this reason, we do not agree to complete the refund you requested. Thank you.
Customer Answer
Date: 02/15/2024

Complaint: 21078980

I am rejecting this response because:
Again, I over paid not my insurance company. I spoke to my insurance company and they advised me they have not over paid. I don't feel this is a resolution. I will still be waiting for my refund $166.00 for my over payment. April **** will be one year trying to get this resolved.

Sincerely,

*******************
Initial Complaint
Date:01/03/2024
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 card was charged $530.68 on November 2, 2023 when it should have only been $5.30 i've been trying for weeks to get them to refund my money and no one will call me back. i"ve left several messages for someone in corporate but no one will return my calls. I need some assistance with this I'm a senior on a fixed income and this transaction has caused me hardship I need your assistance please. *************
Business Response
Date: 01/11/2024
The office is working on this matter. They agreed that there was a mistake and has acknowledged that to the patient. The office also informed the patient on the refund process and has escalted this issue to upper management to resolve.
Customer Answer
Date: 01/11/2024

Complaint: 21071715

I am rejecting this response because: Their response or the lack thereof is appalling. Their actions caused me undue stress, overdraft and to get behind on one of my bills. They won't even return calls, even corporate won't return my calls so no their lack of professionalism is unacceptable. My account was over charged November 2, 2023 and I have yet to received my money and their excuses are ridiculous . This took away funds for food for the holidays. They don't care and they have shown that. I totally reject their response, I am not satified, How would they like it if it was their account or if it was them? Very unhappy.

Sincerely,

*************************
Customer Answer
Date: 01/31/2024
In response to my complaint ID: ******** I have not received my refund as of January 31, 2024. Still waiting for a response.
Business Response
Date: 02/20/2024
I've spoken to ************** several times advising her of the refund amount as well as explaining, due to a balance being owed after insurance paid for services rendered, the total refund was reduced from what she initially paid.
Customer Answer
Date: 02/20/2024

Complaint: 21071715

I am rejecting this response because: The funds taken from my Account had nothing to do with the insurance. This was an error on their part taking $530.68 from my account instead of $5.30. They acknowledge the error and promised to issue my refund now trying to put it on insurance. ************* will bill you for the difference not keep your money that the company so conveniently took from my account and for weeks would not even return my calls. They are lying and I want them to refund my money ASAP I'm a senior on a fixed income and they took this from my Account November 2, 2023 which left me without funds to buy food for the holiday and they know this. I need my money refunded.

Sincerely,

*************************
Initial Complaint
Date:12/28/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
27 Dec 23 Coast Dental has incorrect billing for *************************** including an incorrect $638 charge (which had been $700 through 12 December, but then changed on the text dated 14 December 23) and $282 refund due to me, total $920. This is due to Coast Dental *********** double billing my account for a crown & cleaning 10 May 23. I paid $753 by my **** card at that time and now they want $638 more!On 19 November 23, I spoke for 15 minutes to the local representative at the *********** Coast Dental, *****; she found that, "the office double billed you for the crown as well a cleaning, and the *************** were walked out twice", she said. And, she determined that Coast Dental owes a refund of $282. At that time, roughly 9:25 a.m. on the 19th, she sent an email to corporate stating the same. I didn't hear from Coast Corporate for over a month after *****'s email, let alone for the 4 phone calls I made to Coast Corporate between May and November, telling me your ********************* doesn't take this seriously at all. I still received a text 14 Dec 23 stating I owe $638.12. I am now going to the better business Bureau to file a complaint. I will follow that up with complaints to both my local congressman and Senator. Then I will call the local office again.I am extremely concerned that this error by Coast Dental carries on into **** and that Coast sends my account & false debt to a collection agency ruining my outstanding credit. I want the $638 double billing eliminated from my account, I want my $238 refund.
Business Response
Date: 12/29/2023
I have attached the patients Account ledger. We still need the patients CC# and expiration date in order to process the patient's refund.
Customer Answer
Date: 01/12/2024

Complaint: 21060107

I am rejecting this response because:
A Coast rep called the day I provided the CC info to them back before the New Year, 29 Dec, a Friday. He said it was already in the "queue" and it would be 10 days. He inferred it was in the queue even before I filed the complaint.

The original account correction request from the local office to corporate was 20 Nov 23. So, giving corporate 2 weeks to react was ~4 Dec 23, so this is maybe only the 5th week since then.

My preference is to keep the complaint open.

Thank you again. I appreciate you being there. It's just frustrating when they want your payment ASAP and can hold credit reporting over your head, yet they delay months.

Sincerely,

***************************
Customer Answer
Date: 01/30/2024
Refund never received from Coast Dental. Checked the credit card account many times including 2 minutes ago. Now that it has been 30 days, I will call the point of contact.
Thank you for the opportunity to follow up.
*********************
Business Response
Date: 01/31/2024
Please provide signed HiPPA .
Business Response
Date: 02/01/2024
we have a refund request pending for this patient. The refund has been approved and will be processed.
Customer Answer
Date: 02/01/2024

Complaint: 21060107

I am rejecting this response because: they've been saying they'll refund it for over a month, yet I began making them aware of the issue a 1/2 year ago. They ignored my phone calls for the first 4 months, ignored the local Coast branches' 20 Nov 23 email for a month, ignored my November phone calls, and have now delayed another 5 weeks since I filed the BBB Complaint.
This slow response seems like very bad business practice and has expended all good will.
They're retaining my money and making a profit on it.
If it was their customer who hadn't paid **********************, they likely would have sent it to a collections agency by now.
Sincerely,

***************************
Customer Answer
Date: 02/16/2024
On 15 Feb 24 I saw the BBB notification. I checked my **** and saw 2 payments: $63 & $289.49, but they said. Pending.
No longer trusting Coast Dental, I figured I'd best wait for the "Pending" status to be made permanent before I responded to BBB. Sure enough, today both payments were gone. Unbelievable..
Customer Answer
Date: 02/20/2024

Better Business Bureau:

The payments from Coast Dental are now showing as final.

Let's close this complaint.

Sincerely,

***************************
Initial Complaint
Date:12/27/2023
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.
I was told on the day of appointment 11/20/23 that I still had benefits. I received a summary from insurance today Dec 22 ***** that I do not have any benefits available. And now have a bill of $935.92
Business Response
Date: 12/27/2023
The patient's benefits were verified. Patient was active with insurance at time of service. Insurance denied due to patient meeting her max ********* I have attached the signed treatment plan. Disclaimer states guarantor is responsible for all treatment and fees not covered by insurance.
Customer Answer
Date: 12/28/2023

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:12/21/2023
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 May 23, 2023, I attended a routine dental check-up - my third visit to this particular dentist's office for teeth cleaning. The cleaning process proceeded smoothly, and afterward, the hygienist informed me that a dentist was not physically present in the office. Instead, they conducted a "teledentist" appointment by calling the dentist through a TV screen in front of the dental chair on the wall.Following the teledentist consultation, during which the hygienist reported no issues with my cleaning, the dentist concluded, 'Great, see you in six months.' I was informed that I did not owe anything for this visit, as it was covered by my insurance as part of my biannual check-**** This was my first encounter with a teledentist.Surprisingly, on November 14, 2023, I received a collections notice indicating an outstanding amount of $140 for the May 23, 2023 appointment at Coast Dental. Until then, I had not received any bills or notifications. Despite multiple attempts in the past five weeks to contact the ************ office and the ***** number, I have been unsuccessful in reaching anyone from the billing department, or receiving a call back in response to messages left on voicemail and with scheduling assistants.Furthermore, despite my requests for a physical bill statement, Coast Dental has not provided one, and my calls remain unanswered. Numerous text messages from Coast Dental insist on a $140 balance, prompting me to click a link for payment. Despite my refutation of the collections bill, the issue persists, and I have been unable to engage in a conversation with anyone regarding this matter.I did not choose a teledentist, and I have since come to find out my insurance does not cover such services. Therefore, I believe it is unjust to be charged for a service that is not covered by my insurance, and was not of my choosing. Had I known I would be unable to see a dentist in-person, I wouldn't have gone to this appointment.
Business Response
Date: 12/29/2023
Can you please provide the signed HIPPA form
Customer Answer
Date: 12/29/2023
See Attached
Business Response
Date: 01/08/2024
The office stated they will resubmit claim to insurance on the patients behalf.
Customer Answer
Date: 01/08/2024

Complaint: 21035718

I am rejecting this response because:
It only addresses one aspect of the issue I have with Coast Dental. They say they will "resubmit" to my insurance company, however they never submitted several of the charges to my insurance company in the first place. I learned this from the document they sent the Attorney General ********* office to which I submitted a complaint.
Another issue is that they sent my bill to collections after having sent zero bills to me. They also did this same thing to my husband. They have yet to explain why they sent us to collections without sending us any bills. The first and only itemized billing I've seen I received last week (1/5/2024) from the Attorney General grievance I filed.
Additionally, I see Coast Dental listed Teledentistry as no charge to insurance and no charge to the patient on the "Detailed Patient History" and the "Proposed Treatment Plan" they sent in response to my complaint to the Attorney General's grievance office. However, according to my MetLife EOB, Coast Dental filed a charge for Teledentistry with them for $355, though MetLife doesn't cover teledentistry. This seems fraudulent. I would like to have an explanation for this.

Sincerely,

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

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Coast Dental is NOT a BBB Accredited Business.