Complaints

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

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  Coast Dental

  5706 Benjamin Center Dr STE 103 Tampa, FL 33634-5262

• 

  Coast Dental

  3466 Clark Rd Ste 410 Sarasota, FL 34231-8406

• 

  Coast Dental

  14815 N Dale Mabry Hwy Tampa, FL 33618-2027

• 

  Coast Dental

  3150 Tampa Rd Ste 4 Oldsmar, FL 34677-2291

• 

  Coast Dental

  11018 4th St N Saint Petersburg, FL 33716-2945

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:12/20/2023

  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.

  While at an appointment on 11/15/23, I received an invoice for the cost of my services for that day. I questioned the invoice as it only showed my responsibility and not what would be billed to the insurance. I was advised by multiple staff members that services were covered, and I was only paying the portion that went toward my deductible, so I paid the $832 dollars. I was advised that the invoice was like that due to a known issue with the software. However, 3 weeks later, I found that a claim was never filed for that date of service. I contacted the office and was advised there was no claim to bill my payment as the full cost since these were noncovered services. I went to the office and was advised that there was no software issue and that at the time of service, they knew my services were noncovered. The office had nothing to say about the false statements that they made to me and refused to rectify the situation.

  Business Response

  Date: 12/20/2023

  Hello, can you please update the executed form to reflect Coast Dental. Thank you

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21032925
  
  I am rejecting this response because: it is up to the BBB to change the wording in the form.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/27/2023

  Here is the updated document

  Business Response

  Date: 12/28/2023

  Please accept this as Coast's response to your concerns regarding your visit to our office. We apologize for any confusion that *** have arisen. After thoroughly reviewing the services you received in November 2023, we have identified that the following items were not covered by your insurance: FLSEN - FLUORIDEX RX SENSITIVITY TOOTHPASTE, CHLOR - CHLORHEXIDINE GLUCONATE 16 OZ, TRAY6 - PERIODONTAL MEDICAMENT CARRIER, TRAY5 - PERIODONTAL MEDICAMENT CARRIER, BRXMR - BREATHRX MOUTH RINSE 16OZ (REGULAR), and DREVO - DENTISTRX REVOLATION TOOTHBRUSH. These are take-home items for which we are unable to submit claims for. 
  
  The total cost for these items amounts to $735.62. We have documentation in the form of signed paperwork indicating that you were informed about these non-covered items and their associated fees. Your signature on these documents confirmed your acceptance of the items and fees. Please note that this paperwork would not have been necessary if the services were covered, and the issue was solely a system error.
  
  We have submitted a claim to your insurance provider for the remaining services that were completed, in the hope that they *** cover any additional costs. We have attached the relevant financial agreement forms and signed treatment plan for your reference.
  
  Furthermore, we would like to inform you that your perio trays are available for pickup. We kindly request that you contact our office at **************, selecting option 3, to schedule an appointment for retrieving the trays.
  
  At this time, we are unable to process any refunds for the items and services provided. We are awaiting insurance payments and will seek a refund if any credits are due to you. We appreciate your understanding in this matter.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact the local office at the contact above. Thank you. 

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21032925
  
  I am rejecting this response because:
  

  Your staff, both the hygienist and the girl who does the invoices, made false statements assuring me these were covered services and that I was only paying my portion of the responsibility. In addition, that paperwork for non-covered services, I was advised, was actually stating that you would bill my insurance. Again the girl who does invoices lied. You also stated my responsibility was only $732 dollars in the most recent response, yet you also originally acknowledged that you charged me $832. Why was I overcharged? Its also illegal to not bill insurance. A disclaimer on an invoice does not make it acceptable for your staff to lie, collect more than they should, and refuse to bill my insurance when I bring it to their attention.  It seems your practice has a history of issues with non-covered services and misrepresentation of services when I review the information on the BBB. I expect that $100 dollars will be refunded to me, or I will take further legal steps.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/29/2023

  Please accept this as Coast's response to ******************. The communication you are stating is verbal communication in which we are unable to discuss or speak on. Based on the documents you signed, you were fully aware of the cost for services. The difference between the cost you paid and the amount I provided is that you also do have to pay your copays for items that the insurance does cover, I only provided the cost of the items listed in my response. There is no refund that we can process for services completed. Thank you. 

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21032925
  
  I am rejecting this response because:

  It's quite disturbing that you do not seem concerned with the unethical false statements your staff made about software issues and misrepresenting what the invoice reflected. Clearly you are not concerned about the quality of your staff. Nor do you seem to want to address the fact that they were unwilling to bill my insurance. 

  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/04/2024

  I filed a previous complaint for services on 11/15/23. Final resolution is that insurance would be billed for services. Insurance has been billed and it looks as if the office owes me money but refuses to refund. they also still refuse to bill all services for that date of service, which is illegal and is my right to request.

  Business Response

  Date: 01/04/2024

  Currently we are still pending your insurance to complete and process the claims. The office will review your account and will submit a request for refund IF a refund is due. Our refund timeline is 6-8 weeks once we have received approval by the field. If you have further questions, please feel free to contact your local office. Thank you. 

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21032925
  
  I am rejecting this response because:
  There were only 2 claims, both of which show processed on the Delta Dental portal. I have also spoken with a representative who advised there are no further pending claims. Please explain what's pending.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/20/2023

  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 October 12, I had a cleaning and some cavities filled. Some of the services were not covered under my insurance for which I paid over $629.88. A month later I began receiving text messages saying that I owed and additional $844.04. I tried calling the office and left several messages which were never returned. Finally, after a week of calling, I spoke with a staff member who told me that my insurance did not cover ANY of the services provided. I asked for a printout of exactly what they submitted and they told me that was impossible. A few days later I finally received an itemized bill in the mail - being charged with items that insurance should have covered.I contacted my insurance and they showed that Coast Dental submitted, three claims and two of those were for the exact same services (i.e. double submitted). The insurance company expressed that the amount I paid is the only thing I should be paying out of pocket for. I've tried to call back to the office and no one has responded. Claim info: Aetna EVAC7L7FQ00 EVAC7L7FQ01 - Double submitted claim that insurance denied EVAC3677P9Y000 I'm afraid that this will go to collections and affect my credit. They need to correct the bill to reflect $0 payment due. Account number **********

  Business Response

  Date: 12/27/2023

  Can you please provide the patient's HIPPA Form. 

• Initial Complaint

  Date:12/19/2023

  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.

  On August 28, 2023 I started process of preparing for top dentures and lower partials which involve 5 extractions, deep cleaning, gum treatment xrays, ect. I applied for loan with ****** loan program which paid for entire procedure. I was told that the amount of $4428.98 would be the cost of everything's. I was assured that this would be final cost. ****** gave me the loan along with some out of pocket down payment. I wanted to be sure of the cost because I am own a fix income and need to be sure before I take on any debt. I am currently paying ****** back monthly as Coast dental is now saying that as of Dec 18, 2023 I owe out of pocket money to receive my lower dentures. I was told that funds are not available to pay for the partial and the permanent dentures. I left the office very disappointed how deceptive and manipulative their billing was to inflate more money out you. This is not good business practices. I feel that this cost should have been told up front rather than told to you right at the checkout desk. Now I am without partials and the possible of getting the permanent dentures is impossible. Coast did not honor the agreement and inflate cost so that you may ask for another loan or come out of pocket. I am asking Coast to refund money for the cost of the partials and the permanent dentures that I am paying back to ******.This complaint is against: Coast Dental ********************************************************************

  Business Response

  Date: 12/27/2023

  NO HIPPA RELEASE PROVIDED TO BE ABLE TO RESPOND ACCORDINGLY

  Business Response

  Date: 12/29/2023

  ************************, we sincerely apologize for any confusion you believe to have taken place. On 8-28-23 an initial treatment plan was presented to you for services diagnosed by our attending provider, and the fees reflected your Humana dental insurance plan you had at the time. All the services on that plan were provided to you, up until 11-2-2023 when it was determined your insurance plan termed. At that time the only thing not charged was the lower partial, and two fillings that were later diagnosed.

  ********** out of courtesy charged you the two fillings, and the remaining lower partial off of our discount plan without charging you the additional $99 plan fee in order to receive those discounts. In the end saving you $99 plan fee, $2710.23 for the lower partial and $591.70 for the two fillings since you no longer had dental coverage. Thanks to our plan we offered you for FREE you only paid $262.00 for the two fillings and the lower partial at $656 of which you had a remaining credit of $135.68 from your ****** loan available and leaving you with a balance of $520.32.

  We find it abhorrent that you claim we have tried to inflate cost and deceive you, when we have clearly done the opposite trying to help you since ultimately it is your responsibility to maintain dental coverage in order to receive insurance rate fees, which you did not. You have made erroneous claims against us stating we have Violated the "No Surprise Act" and Breach of Contract, which neither of those even apply in your case. The "No Surprise Act" refers to patients who believe they are seeing a provider IN NETWORK provider and are then charged out of network fees. That is not your situation.

  Regarding Breach of contract, there was no contract ************************, your ****** loan is simply the payment option you elected in order to pay for your services. The treatment plan initially presented is not a contract either, but we did provide the services on the treatment plan. The two fillings additional were later diagnosed and that can happen. Also, the partial unfortunately you no longer had dental coverage, but it definitely reflects you are on the wining end of this situation, Thanks to the concession's the office made for you offering you fees under our discount plan.

  I strongly encourage you to please reconsider your position and return for completion of treatment.  Your upper denture is already paid for and the lower is at the **************. If I have to build a refund you will be affected by fees that I will have to deduct due to lab bills incurred, which in turn doesn't end in a full refund for you. Aside the fact you will have to go begin treatment all over again at a new facility and you do not have dental insurance which can result in being very costly. 

  Once again, we do apologize and sympathize with your frustration, and hope you will reconsider your position and understand no wrongdoing was made on our part. 

  Respectfully

  Customer Answer

  Date: 12/29/2023

   
  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,
  
  *******************************

  Ps. If this would have been explained to me thoroughly prior to coming to the checkout desk I would have understood the out-of-pocket cost for the lower partials. At that moment as the cost was presented to me, I was outrage. Being that I was already strapped financially that was the last thing I needed to here. One of the billing clerks I felt was rather rude in regard to breaking the cost down where I can understand it. I am willing to proceed with the process making sure that there is not out of pocket cost for my top dentures. At this time, I will have to try to come up with the $520 without having to take out another loan for the partials. This amount was a surprise to me at the time. Thank you for breaking this down to where at least I can understand. I apologize for the inconvenience and will work to clear this misunderstanding up with other complaints that was made. Please send me the name of someone that I can talk with so that I can proceed with the process. I rather not speak with the billing clerk with the dark hair and heavy set. Sorry I do not know her name, but please allow someone else to assist me if possible.

  Thank you for responding and I look forward in completing the process.

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

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

• Initial Complaint

  Date:12/15/2023

  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.

  Coast Dental ************** has sent me multiple texts and emails demanding payment of outstanding bills. But Coast Dental has not mailed me any itemized bills explaining the amount due. All I have received is communications with a fixed amount that I owe. I have made multiple attempts to call and request a bill, and have left a dozen messages. My calls are never returned. I have phoned **************** for ********************** and have been assured that they, too, have called and left a message requesting that I be issued bills by mail. That has not resulted in anything but more demands for payment. I am attaching a copy of the latest demand email from the company. They continue to refuse to provide me with an itemized bill.

  Business Response

  Date: 12/15/2023

  Please accept this as Coast's response to *****************. Can you please provide a signed HIPAA release form, BBB should have provided. Additionally, can you please provide the account number associated with the notification? I am unable to locate the account in question with the information provided. 

  Customer Answer

  Date: 12/18/2023

  Coast Dental ************** has not furnished me with one. I can provide my SSN if that would suffice. The point of my complaint is that they have not furnished an itemized bill. What I sent you is all they have sent me, via text and email.

  My wife is *************************. The service for that particular appointment was for her.
  
  *************;

  Business Response

  Date: 01/03/2024

  At this time, we do not have a patient authorization to release information to *******************************. This form is signed by the patient and is completed at the office. It is not the same as the ***** form provided by the BBB. From what I can see, the patient has been working with the office and has already made payments towards the balance. Thank you. 

• Initial Complaint

  Date:12/14/2023

  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.

  Been trying to get a copy of dental x-rays taken on 09-11-23 for myself and my adult children in an attempt to change dental practices since were not aware that this practice does virtual dental appointments and my daughter's in-depth cleaning took only about 5 minutes. I have been trying to get a physical copy of our x-rays since 11-10-23. After escalating the concern through Corporate on 12-08-13, it was agreed that if we all came in person on 12-13-23, the x-rays would be available for pick-up. We advised we would bring the required completed (signed and notarized) records request as well as pay any required fees at that time. On 12-13-23, we were advised by the office manager, *******************************, that they were short staffed and would not be able to assist in getting me the x-rays and that no x-rays were pending pick-up as instructed. It is a 3 hour round-trip to their office and still have no x-rays. I have read on-line that I have a legal right to my health records to include dental records and within 10 business days. I am not able to get needed treatment with a different provider until I provide the x-rays since my insurance will not approve a second set. I have made repeated requests and been denied access to my records.

  Business Response

  Date: 12/14/2023

  ******************, we sincerely apologize for the inconvenience, and I will gladly make sure you receive your x-rays and your families as well. If you could kindly provide me with your family's names and a good email address, I can forward you all x-rays. 

  Respectfully

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 21003547
  
  I am rejecting this response only because the dentist we are trying to transfer to does not accept e-mailed images - this is a response from the new dentist office regarding this "Thank you for your interest in finding a new dentist. Unfortunately for the first set x rays they will need to be sent individually not a screenshot of the x rays".  I have gone to the ***************** twice in person and even spoke directly to the office manager, *******************************, who simply stated she was short staffed and had no time to assist me even though I was directed to come to the office that day to pick them up.  It is a 3 hour round trip each time.  The first trip I was advised since my children are adults they had to be with me - which I somewhat get - although they were available by phone.  It is very difficult to find us a day that we can all three go there in person.  Both of my adult children have several disabilities and I am a single parent doing the best I can to try and get them working and a life as well - not that I need any sympathy, but this has drug on for over a month.  I am a very reasonable person just looking for the resolve.  I clearly see that I have a legal right to atleast my x-rays.  On the second trip I brought my adult children with me and with their ID's and the office manager wouldn't even accept the completed records request so that I could hopefully avoid having to bring them their another trip.  So please - how do I get the physical x-rays, what hoops do I need to jump through.  I'm a simple - tell me what I need to do and I will make sure it is done on my end, but I need someone with that same understanding on the other side so the next time I show up I actually leave with the x-rays this time, know what I owe, know whether my adult children again need to make the trip also, etc.  I was advised through the call center yesterday that my concerns were being escalated to corporate and someone would call me by the end of yesterday.  When that didn't happen I again called and I'm now being told within ***** hours.  I will happily provide my e-mail as well as my children's e-mails if you need for identification, but as receipt for the records as I stated I have already been told they are not acceptable and my insurance will not authorize a new set - so we are left without being able to go in for our cleanings as hoped.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/18/2023

  ****************** was contacted via phone and provided the records requested for herself and her family. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21003547
  
  I am rejecting this response because:   I'm not sure what my rights are at this point.  I did research and found that the facility is required to provide copies of the records, but I don't know if it matters on how and the turmoil leading up to still no resolution.  ********** did finally reach out to me and sent me and my family members several e-mailed x-rays in large zip-files.  However, the e-mail has a deadline for its use and can't be forwarded to the dental facility direct.  The files are too many to send via e-mail to the facility without being a zip file.  So, I downloaded the zip file and then attached the zip file to an e-mail to the dental facility.  However, they advised they don't have the software to open the files.  At this point Coast Dental advised "if they claim to not be able to open them I'm not sure what resolution you would like, as again email is the best way to go to maintain quality."  So as stated they have now provided the x-rays they just aren't useable.  My concern is still then why it took them so long to provide them and why I was told twice I needed to come into their office and even was given a date to come to pick them up when they don't have physical copies.  I am currently again trying to work with my dental insurance and the new provider to see if they can work around this so I can get scheduled for a teeth cleaning.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/11/2023

  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.

  After receiving a bill from December 12,2022 I reached out to my insurance company. They reviewed the claim and denied it because they needed a narrative which was never sent. Thats why the claim was denied and then you sent the bill to me. This is the second time that this has been done due to negligence of the billing department, I need this corrected ASAP.

  Business Response

  Date: 12/27/2023

  I have attached the patients signed Treatment Plan. The disclaimer below states the subtotal represented in the insurance is only an estimate. The guarantor on the account is responsible for all treatment and fees not covered by insurance. 

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20989268
  
  I am rejecting this response because:
  The bill would be covered if Coast Dental would bill correctly and follow up with the insurance request for documentation so that it can be covered. The bill was denied because the treatment plan narrative was never sent. I as a patient do not bill the insurance company and cannot provide the documentation. This is not the first time your billing department drops the ball and does not provide documentation required by the insurance company. Also your company has horrible boiling and communication practices. United Health has resent request for documentation again and no one has responded. You have a responsibility to your patients to conduct responsible business practices and not be irresponsible and negligent. I would appreciate it if the billing department would do its job before sending me a bill. 
  Sincerely,
  
  *************************

  Business Response

  Date: 12/29/2023

  The office stated that they are resubmitting the claim for 11/9/22 for the Arestin and will attach the correct NEA. Please allow 7-14 business days for an updated claim statues

  Customer Answer

  Date: 12/31/2023

   
  Complaint: 20989268
  
  I am rejecting this response because:
  Until I receive confirmation that the claim was resubmitted and you have provided the insurance with appropriate documentation required I will leave the complaint open because its ridiculous that I have to reach these measures to get a response from your office. I do not trust that the office will continue proper protocol in good faith. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/07/2023

  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.

  Coast dental charged me for service. I have full coverage with my insurance and should never been billed . they had made mistakes and filed it as out of network when I try to talk to them about it, they have one excuse after another .i want my money back. They said I have a credit. I dont need a credit I have all my bills paid. I suffer from a severe nervous condition and this is making sick. Please help after talking to them today I really dont want to go back. I no longer trust them but Im. Worried they will charge my insurance company and I will lose that money to have my work finished. After reading the letters about this company and the complaints from others I now feel Im being scammed! Thank you for your help..

  Business Response

  Date: 12/27/2023

  Can you provide patients HIPPA form please

  Customer Answer

  Date: 02/15/2024

  Please see attached signed release.

  Business Response

  Date: 02/16/2024

  Complaint previously closed due to not providing HIPAA, please provide signed HIPAA. thanks. 

  Business Response

  Date: 02/16/2024

  Thank you, HIPAA received. Please accept this as Coast's response to Ms.Wild. The refund has been completed and processed back to the original payment method as of 1/19/24. Please see the attached refund receipt. Thank you. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 20972911
  
  I am rejecting this response because:

   

  This response was taken verbally by BBB:

  The business responded and provided an alleged refund receipt for $67.00. Not only does this amount not show up on my credit card, this amount falls short for the $253.98 that they owe me. They said I have a $160.00 credit at the dental office, but I will not be using this dentist again.
  
  **************************************

  Business Response

  Date: 03/07/2024

  I understand that is not the amount you requested however that is the amount that was due to you, $67.00. At this time, your bank accepted the credit back to them. If you do not see it, you will need to work with your bank. We have previously shared the refund receipt which confirms that the refund was processed. There is nothing further we can do for this complaint. Thanks. 

• Initial Complaint

  Date:12/07/2023

  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.

  I went to Coast Dental at ******************************************************************************* and was seen by *****************************. Their phone number is **************. I have been a patient in this office for over twenty years and never had a problem until ****************** began his practice there.On July 13,2023, I went to the office for an appointment for fillings and he insisted we do the Crown prep first, he had to numb me several times throughout the procedure. When he was done,he then informed me that I would need a Root Canal due to the fact that after the prep,my tooth was shooting blood from the top of it,and I had nerves exposed. After the Root Canal,he would see me back in his office to the Crown. That day I paid the office $450.00, which was my part that the insurance didnt cover. Afterwards I was in a lot of pain,with swelling for almost three weeks. I tried so many times to call the office,only to get an answering machine with the voicemail full,unable to leave a message or picked up by an ************************ that scheduled appointments that spoke poor English,who assured me they would notify the office. I had to call in on my job with the **************** several times due to the pain I was in. I even had my Son who was a patient there as well to go into the office and ask them to call in a prescription for antibiotics, that I was in so much pain. They informed him that I needed to schedule an appointment- but how when you never answer your phone and the voicemail is full! My problem was I had a Pulp Infection. On September 14, 2023, I went into the office myself and told them I wanted a refund of the $450.00 I had paid and I would no longer be coming back to the office. I have a receipt for it and to this day I have not received my refund nor been able to speak to anyone about this matter. I have even called corporate, left numerous messages, I have yet to get a response from anyone.

  Business Response

  Date: 12/07/2023

  Can you please provide the ***** form signed by the patient.

   

  Thanks 

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20971133
  
  I am rejecting this response because: I have already signed a HIPPA Release Form through the BBB. I just want my refund of $450 as soon as possible to we can resolve this matter without escalating further.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/08/2023

  Here's is the ***** Release Form. I'm sorry I thought you received it.

  Business Response

  Date: 12/18/2023

  We have a refund in Queue for this patient. 

• Initial Complaint

  Date:12/06/2023

  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.

  I was treated at dentist office to have new sets of dentures put in my teeth was pulled on 5/22/23 and the insurance company paid coastal dental for the bills they sent to the insurance company then on 6/29/23 I went and had the other teeth pulled and they sent the bill to the insurance company and company paid bill now. But back on May 22nd appointment they did not send **** to insurance company for five teeth and they have not been paid for them teeth yet and they started billing me in August and I have contacted the office the insurance company has contacted the office and told them they need to send the bill to the insurance company to get paid but they are refusing to do it I am still getting the bills here in November in December and the insurance company still has not received a bill from the dental office so they can get paid we call and leave messages for us to call us the insurance company has tried to call them but nobody will answer the phone or return our messages. I went there on November 27th to talk to the billing clerk lady at front desk said she was too busy to speak with me so I requested my medical records and she said they would be emailed to me within 48 hours I have not received them and I signed release at desk. The bill she is emailing me says $509 that bill would be paid by the insurance company if they would submit the bill to them they don't want to they want me to pay the bill and I'm not paying a bill that insurance company will pay for. Just a heads up I have made an attempt at calling that office **************************************************************** the 50 times my insurance company has records of their contact with coastal dental for records for me and I have not heard anything back from the billing clerk and I sent her a certified letter stating that she needed to bill the insurance company so no one can say that we have not tried to get in contact with them this is a record signed by the office for the receipt of letter

  Business Response

  Date: 12/19/2023

  ************, I apologize for any inconvenience this may have caused you, I will need to research your account and insurance payments to see if there are any additional payments pending from the insurance company for us to collect. If indeed all insurance payments have been made, then the balance on the account would be your responsibility. I will update as soon as I can with a resolution on this matter. 

  Respectfully

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20962819
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************   You are a in-network provider you have to accept what insurance company pays for claims that is why you get all the free advertisements through the insurance company that insurance company on the *** tells me what I owe you for money and what I don't owe you and everything has been zero amount owed and I have researched billing statement that you provided to me and you still have to bill insurance company for five teeth removals and I verified it with the insurance company

  Business Response

  Date: 01/04/2024

  ***********, we agree on fees that were set by our company and your insurance, which are the correct fees on your treatment plan. Now if your insurance elected to pay less than what we submitted, it is now your financial responsibility to pay. We do not and will not accept your insurance dictating how we should be coding our services, again we agree on fees not on their dictation of treatment to our patients. It would be equivalent to a heart doctor stating you need a bypass and insurance decides to pay for a stent instead.

  Our provider coded surgical extractions on your treatment plan, and he performed those surgical extractions. Your insurance chose to pay out on lesser code (simple extractions). The balance on the account is your financial responsibility. 

  Respectfully

  Customer Answer

  Date: 01/04/2024

   
  Complaint: ******** doctor didn't know surgical removal of my tooth so there is no reason to be billing insurance company for when doctor just pulled the tooth if I need to file a complaint about filing false claims I have no problem testifying that doctor only pulled my two she did not surgically remove it and she is not an oil surgeon that's able to do it and all the billing we've been talking about is all doing to five teeth not being paid for by the insurance company that you have not submitted bills so my next thing after this I guess I will have to call an attorney and to try to solve this problem

   

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

• Initial Complaint

  Date:12/06/2023

  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.

  I have been receiving invoice # HNUPE9 for months and I already paid it on August 8th, 2023.They keep sending me mails and papers invoices but now the threat comes from a collection agency. This is harassment, no other this. I have a screen shot of the website saying the balance is zero.Thanks for your help.

  Business Response

  Date: 12/06/2023

  Hello, please provide signed HIPAA. You also mentioned the payment was made, please provide a copy of the receipt as well as the copy of the screenshot you mentioned confirming the balance reflects $0.00. Thank you.