Business Profile

Dentist

Coast Dental

This business is NOT BBB Accredited.

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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.
125 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/20/2023
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 01/07/2023 I started a long process of getting some teeth capped. I paid ******* on my **** of America credit card. The transaction was completed. In the following months I started getting bills from Coast Dental that did not reflect the money I paid up front. I started calling them and they kept putting me on a callback list. I finally went down there and took the credit card payment information and she said she would take care of it by the next week , I never heard back from her. I just received a notice that my bill had been turned over to a collection's agency . There is still no record of me paying the ******* up front which was supposed to be the total bill. I really don't know what recourse I have about this , any help or guidance would be greatly appreciated. it seems they owe me the difference.
Business Response
Date: 11/29/2023
After review of the account, I do see payment was posted and applied to dos 01/06/2023, However patient still has a running balance of $1053.60. Receptionist spoke with him today and advised him the same regarding the account.
Initial Complaint
Date:11/14/2023
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 seen on 7/24/23 to establish care with a new dentist. I was seen but the dental hygienist where multiple x rays and panoramic CT was taken (at this point no discussion of insurance coverage or cost of exams, and still not being seen by a dentist). After the imaging, the hygienist told me I have bone loss and need root planing and scaling and periodontal trays to prevent losing my teeth. I was handed an iPad to pay cash or apply for financing because my insurance does not cover any portion of this. I said I would like to skip the trays as I do not see them as necessary. The hygienist said these are necessary to heal your infection and have medicine and antibiotics infused inside. I ask which antibiotics and she replied peroxide and things. At this point I felt scared and pressured into purchasing the periodontal trays from the fear of my teeth falling out. The hygienist immediately started the procedure without explaining. After 1 hour she told me it was complete and I can leave. No paperwork and never saw dentist. She said i should get some paperwork in the mail or email. I never have. 30 minutes after leaving I called and advised I would like to cancel the dental trays and consider them at my next appointment due to never speaking with the dentist She insisted it was too late now and I just accepted I had been duped. 2 months later I still have no paperwork but I did get a notification that my payments were being deducted after 30 days. I called the office to check on my trays. They said they were not in and I would be called. 4 months after my visit I called for a refund since I never received them and have a new dentist. I was told by manager I would be refunded $280 out of the $530 because they made the trays already. I asked for upper manager and was told it would come back to the office manager. She said Im sorry its just the way it is. I was charged for a product that after 4 months never received and only offered a partial refund.
Business Response
Date: 11/27/2023
The ***** form is NOT filled out therefore no patient information can be discussed to properly address this complaint.
Customer Answer
Date: 12/01/2023
See Attached
Business Response
Date: 12/11/2023
****************, we apologize for any miscommunication you may feel you encountered. Unfortunately, we are not able to provide a full refund since you did agree to the services and a signed treatment plan was obtained. We continue to recommend the Perio-protect trays in order to properly help control periodontal disease and maintain periodontally healthy mouth. I understand you do not want to proceed with treatment and that is your right, but unfortunately, we have incurred lab fees and material cost in the fabrication since those are custom fit trays and are sent out to the lab. The fee deducted is standard fee of $99 per tray. Therefore, your refund would be $332.00 that would be refunded back to your ****** loan.
Respectfully
Initial Complaint
Date:11/10/2023
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 am writing to file a complaint against ********************************************* regarding an unresolved billing issue. The account in question is under the number 3039-5654.The issue arose after receiving a bill on September 16, 2023, which included an unexplained forward balance of $348.80. Despite diligent efforts on my part to address the matter directly with *********************************************, the issue remains unresolved.I would like to bring to your attention the following unsuccessful attempts to resolve the matter:Certified Letter: Following the receipt of the initial bill, a certified letter was sent to ********************************************* from the address listed on their corporate website. Regrettably, the certified letter was returned undelivered.Online Contact: On October 14th and 15th, I made attempts to contact ********************************************* through their online contact form. Unfortunately, I have not received any response from them despite the considerable time that has passed.Given these circumstances, I believe that the lack of response from ********************************************* is both concerning and unacceptable. I have made every effort to address this billing discrepancy in a timely and appropriate manner, but the lack of communication and resolution on their part has left me with no choice but to escalate the matter.I kindly request your assistance in facilitating communication and resolution between myself and *********************************************. I am willing to provide any necessary documentation to support my case and appreciate your attention to this matter.Thank you for your time and assistance in addressing this issue. I trust that the Better Business Bureau will help ensure a fair and timely resolution.
Business Response
Date: 11/29/2023
Please see response from office.

The balance was from date of service 01/07/2021.The claim was denied because insurance requested detailed narrative stating the necessity of the procedure. The office submitted an appeal on 06/07/2023 but it was also denied.
Customer Answer
Date: 11/30/2023

Complaint: 20852609

I am rejecting this response because:
1) I haven't received an itemized statement to review the charges and services rendered.
2) I have not received the correspondence between Coast Dental and ***************** to show where this alleged claim has been denied.
I would need to review these two before I can draw any conclusions.

Sincerely,

*****************
Business Response
Date: 12/07/2023
I have attached the appeal file on the patinets behalf.
Customer Answer
Date: 12/16/2023

Complaint: 20852609

I am rejecting this response because:
I would like more information concerning a new billing statement.
Upon looking at the new billing I am seeing a new amount for 3/9/21 date of 114.86
Is the new balance that you believe I owe? Would paying this amount leave me with a zero account balance?

Sincerely,

*****************
Business Response
Date: 01/05/2024
An appeal was filed to insurance in order to get claim resolved. Office is waiting for response from insurance.
Initial Complaint
Date:11/09/2023
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.
On Friday, 11/3/23 I went into Coast Dental located at ********************************************************************** for a 6 month cleaning. While there the dental hygienist performed probing on my teeth. The dental hygienist claimed and told me that she found numbers that showed that I had early stage Periodontal Disease (4, 5, and 6). I asked the hygienist many questions, because I had just been there on 4/26/23 (dentist was virtual on a screen, not in-person) and there were no issues. I especially questioned this when the plan that she came up with cost over $3,700 of treatment that would not be covered by insurance. I was never seen by a dentist that day and I underwent a deep cleaning of my lower teeth and a medication called Arestin was applied, which was not covered by insurance and cost over $2,000. I was scheduled to come back in next Tuesday, 11/14/23 to have the top half cleaned and more Arestin applied and trays called PerioProtect (additional cost of over $1,700). There were some red flags with this visit so I decided to get a second opinion. I went to a different dentist 5 days later on 11/8/23 where the probing numbers where not as high as the hygienist at Coast Dental reported. I also had x-rays done showing no indication of Periodontal Disease. The hygienist at Coast Dental prescribed and performed treatment on me that was misdiagnosed and I was not seen by a dentist. The hygienist at Coast Dental told me that there was no other treatment option other than Arestin, which according to my second opinion where a dentist examined x-rays and performed an oral exam in-person found no indication of needing and no indication of Periodontal Disease. I cancelled my appointment with Coast Dental and will not be returning due to this. I was also prescribed a mouth wash called ACCLEAN Chlorhexidine Gluconate to use at home as well as a prescription-strength toothpaste called FLOURIDEX by the hygienist at Coast Dental on the 11/3/23 visit. After getting the second opinion at another dentist I was told that I do not even need to continue to use the mouth wash.
Business Response
Date: 11/09/2023
HIPPA NOT ON FILE
Customer Answer
Date: 11/24/2023

Complaint: 20845112

I am rejecting this response because:
I attached necessary HIPPA docucmentation.

Sincerely,

Haila Bear
Business Response
Date: 12/11/2023
Please find attached documents provided, we provide thorough exams for all our patients and several diagnosis steps are taken in order to collect data to support our recommendations for treatment. Ms. **** did see our Teladoc provider who is a practicing licensed dentist based out of our corporate office. All of our Doctors make diagnosis and recommendations based on all data collected by our Registered Dental Hygienist. All of our patients are thoroughly educated on the need for treatment and our presented a financial treatment plan prior to treatment for the patient to accept or decline. Ms. **** was provided all, please see attached. Our clinical director has further reviewed Ms. **** x-rays and probing's and agrees on diagnosis and treatment provided. With that being said, we find her second opinion Doctor could not have made a proper diagnosis being that Ms. **** periodontal treatment had already been started in which subgingival calculus had been properly removed, antibacterial irrigations used to combat inflammation, bleeding and antibiotic (arestin) used to help reduce pocket depths. All doctors have their own interpretations and recommendations on how to treat patients. Though we respect their opinion we do not agree and will not engage on discrediting their opinion as they have done to ours. We stand by our diagnosis and treatment plan presented and do not find a refund is warranted.
We sincerely regret Ms. ****** distrust in our providers as she has been a patient since 2020, we hope the documentation and educational flyer provided will help her better understand.
Respectfully
Initial Complaint
Date:11/07/2023
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.
This a Billing Dispute in the amount of $233.80 it was paid a month ago( 10/5/2023) online portal with information provided on billing statement, and they did not credit the amount to my account. The office here in *********** ******* told me I had to call them to get it corrected at ************ Customer Relation who promised me a call back today and I did not get one.
Business Response
Date: 11/13/2023
Hello
The patient's payment has been located by the office as of 11/13/2023. The office will post the payment immediately.
Initial Complaint
Date:11/03/2023
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 scheduled a dental cleaning. First day took over two hours and all we got done were some x-rays. Second day we did half of the cleaning and I was given a bill for over $2k. They charged me $500 up front. They tried to sell me something I do not need and never finished my cleaning. I have requested my refund multiple times as well as requesting my records. I have recieved nothing!
Business Response
Date: 11/06/2023
Please accept this as Coast's response to *****************. We are sorry to hear that there is a change in treatment. There is currently a refund requested for services not completed, our refund process is 6-8 weeks. I have been informed that the office is working on reaching out to you to get you the requested documents. Thank you.
Customer Answer
Date: 11/09/2023

Complaint: 20820295

I am rejecting this response because:
It has been far past 10 weeks. I have had not one single response from the corporate office. I do not believe this refund is being processed.

Sincerely,

***********************
Business Response
Date: 11/13/2023
Please accept this as Coast's Corporate response to *****************. As previously stated, the refund is pending processing. Our refund process is 6-8 weeks. Once the refund has been completed, we will provide the refund receipt. Thanks.
Customer Answer
Date: 11/13/2023

Complaint: 20820295

I am rejecting this response because:
The **** weeks has nearly doubled and I still have never been given a return communication from corporate. I have no reason to believe this is being processed.

Sincerely,

***********************
Initial Complaint
Date:11/01/2023
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.
3/8/23, $248.00 was taken out of my account by ********************** for a tooth extraction. I was told to pay for the service before the service was performed. Once the money was taken out of my account, they proceeded to take my blood pressure with a broken (wrist) blood pressure monitor. They refused to extract the tooth because I was told my blood pressure was too high. I was given Request for Medical Clearance form and a balance due form for the amount of (- $248). I had to go to another dentist for the procedure. I called the office for my refund 3/30/23 and was told it could take up to two months. Ive been calling them constantly, but as of today 10/31/23, I have not received my refund.
Business Response
Date: 11/01/2023
Please provide signed Hipaa. thank you
Customer Answer
Date: 11/01/2023

Complaint: 20806981

I am rejecting this response because: I have not received my refund of $248.00. The signed HIPPA form has been emailed as of 11/1/23.

Sincerely,

*******************************
Business Response
Date: 11/06/2023
Please accept this as Coast's response to *******************. We are sorry to hear that the treatment did not work out for you. We have entered in a refund request and ask that you contact the office at **************, selecting option #3 to provide the payment details for your card ending in ****. Once we have that information, we can move forward with processing the refund. Thank you.
Customer Answer
Date: 11/07/2023

Complaint: 20806981

I am rejecting this response because: I received a phone call from Coast Dental today 11/7/23 at 8:50 am asking for my card number so that they could put my refund of $248.00 back on my card. I provided this information to Jakayla. She told me it was going to take 5-7 business days to see this money in my account. I will not close out this case until I see the money in my account.

Sincerely,

*******************************
Customer Answer
Date: 11/20/2023
Please reopen this case because I have not received my refund of $248.00 from Coast Dental as of today 11/20/2023.

Thank you,
*******************************
Business Response
Date: 11/20/2023
Please accept this as Coast's response to *******************. Currently the refund is pending, our normal turnaround time for refunds is 6-8 weeks once we have all the information. Once I have received the receipt, I will provide that receipt for the refund. Thank you.
Customer Answer
Date: 11/20/2023

Complaint: 20806981

I am rejecting this response because: I have attached a copy of the receipt which $248.00 was taken out of my account. I do not think that this refund request should take another 6-8 weeks to process, as I was told on 3/30/23 that it would take two months. I have been trying to get my refund since 3/30/23. Please help! I feel like I have been getting the runaround for months now.

Sincerely,

*******************************
Business Response
Date: 11/22/2023
Please accept this as Coast's response to *******************. I do apologize for the delay with your refund. The refund process is 6-8 weeks once approvals have been received from the field, approval was received 11/7. At this time, it's currently pending and once I have the receipt for your refund, I will get that to you. Thank you.
Initial Complaint
Date:10/31/2023
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.
We paid for a service that our insurance paid as well so they have double billed us. this has been going on since June 29th and they refuse to reimburse us for the money we paid. Our insurance company has reached out to coastal dental numerous times as well
Business Response
Date: 10/31/2023
Please accept this as Coast's response to *****************. Please provide signed HIPAA, additionally, what items were double paid so we can further review this complaint?
Initial Complaint
Date:10/30/2023
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.
Aquien le interese mi nombre es ********************* por este medio hago esta queja sobre un tratamiento Dental en esta oficina coast dental ********************************************************************************* la queja es muy larga pero tratar ser breve y q me puedan entender. Esto paso agosto 28/2023 fui para una limpieza regular y me dijo la hygienists ******************* q tenia q hacer una limpieza profunda. Me hizo radiografias lo cual no me dijo los resultados. Pero luego llego la q se encarga de hacer todo lo q yo supuestamente necesitaba hacerme *** unos documentos q no me explico simplemte los dejo en el counter del cuarto donde yo estaba esp****do a la higienista yo tome fotos *** mi cellular x **** no me explico nada **** dos hojas las q dejo alli. Luego regresa y le pregunto q eea eso y me dice es el tratamiento q se te va hacer pero *** una suma de dinero exsuv****te q yo no tenia como pagar pero luego en una pantalla salio un dr. ******** algo a **** yo a todo eso *** saber de q se trataba en cuestion de menos 5 minuto se termino la video camara a todo **** *** explicarme ***** Llega la higienista ******************* a trabajar en mi boca *** preguntarme nada *** saber si yo podia pagar me pone anesthesia no inyectada cosa q yo no tengo problema *** la anesthesia todo el proceso casi fue *** anesthesia muy, muy dolorosa **** ********** en mi boca y llega otra vez la la de los papeles y me hace firmar yo *** poder hablar y *** ver me hizo q firmara unos papeles y a todo eso la credit care no tenia suficiente $ y me pidieron ellos otro aunmento de $1,000 total del tratamiento $ ***** dije q yo no queria el examen del cancer oral y todavia me lo cargaron $89 y unos moldes q tampoco los queria q porq tengo q arreglarme unas muelas antes de los moldes supuestamente es para el tratamiento periodo Dental $265 cada uno he ido 3 veces a la oficina y la manager una pesada me dijo q **** no tenia q ver nada *** eso q ******************* me llamaba para arrglar eso no he recibido ninguna llamada call me for more info
Business Response
Date: 10/30/2023
Please accept this as Coast's response to this complaint. I am unable to understand this complaint due to a language barrier. Can you please provide the complaint in English? Thank you.
Business Response
Date: 10/30/2023
Thank you. Please obtain signed HIPAA form.
Customer Answer
Date: 11/03/2023

Complaint: 20791488

I am rejecting this response because:
When I submitted the complaint, it was inspanish. I will re-submit in english.

Sincerely,

*********************
Customer Answer
Date: 11/03/2023
Attached it the complaint in english.
Thank you for your assistance.

*********************
Customer Answer
Date: 11/03/2023
signed and submitted BBB response HIPAA release *********************;
Business Response
Date: 11/06/2023
Hello, We are currently pending a completed signed HIPAA form so we can provide a response. Thank you.
Customer Answer
Date: 11/08/2023
attached is the signed HIPAA release form.
Business Response
Date: 11/09/2023
Thank you for reaching out to us regarding your recent treatment at our ********** office. We appreciate your feedback and want to address your concerns.

We would like to provide some background information regarding your treatment history. Since becoming a patient at our office in December 2017, you have visited our office on five occasions. These visits included a comprehensive exam to establish your dental record, a full mouth debridement on September 18, 2020, a prophylactic cleaning on October 8, 2021, and a periodic dental exam on July 25, 2023, as per the **************** requirements and our company's policy.

During your most recent visit, our hygienist performed x-rays, a periodontal assessment, and took intraoral pictures. They personally explained the significance of periodontal probing and shared the x-rays and images with you, demonstrating the presence of tartar below the gum line, the condition of your bone level, and its progression over time. Following this, ***********, *********************************, reviewed your records and provided a diagnosis along with a recommended treatment plan.

It was explained to you by our assistant that your prescribed treatment involved four quadrants of SRP (non-surgical periodontal treatment), followed by antibiotic placement and take-home medications. You authorized this treatment by signing the treatment plan and the periodontal consent. Our hygienist then proceeded with the treatment as planned.

We understand that you raised concerns about the cost of the treatment and mentioned previous dental cleanings you had received in your home country. Our hygienist explained that we cannot alter a doctor's diagnosis and reiterated the necessity of the prescribed treatment. However, you agreed to proceed with the treatment, expressing your intention to pay for it using your Care Credit account. The treatment was completed accordingly.

We were made aware that the next day, you returned to our office seeking a refund. You mentioned that your husband questioned the expensive treatment performed without your authorization. Our hygienist promptly printed and presented all the documents you signed, including the consent for the treatment. It was shown to you that the treatment was administered based on your consent.

Due to our hygienist's busy schedule that day, they provided you with their personal phone number to discuss your concerns further. Additionally, a former hygienist from our office contacted the current hygienist after receiving a call from you expressing your dissatisfaction regarding the treatment. Once the situation was explained, the former hygienist understood and expressed willingness to reach out to you to clarify that the treatment was prescribed and carried out with your consent.

We acknowledge your firm request for a refund due to the cost being a financial burden. However, the treatment has been completed, and our office is unable to process a refund for services rendered. Thank you.

Customer Answer
Date: 11/10/2023

Complaint: 20791488

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:10/27/2023
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 had dental service on 8/22/2023 I provided all my insurance information and made sure they accepted it. I paid ******** out of my packet on the date of service out of the ******** of the total bill provided to me, The Coast Dental office was supposed to bill the insurance company for the difference but have failed to do so. I received a bill dated 10/16/2023 and when I reached out to the dental office, they claim my insurance did not pay and I had exceeded my limit off coverage for the year. I contacted my insurance company and they have never received any claims from the Coast dental office and informed me that all my benefits for 2023 were available since there has been no claims for the year. I have tried to get them to resolve this now I am receiving past due notice and threat off collection account. I have been dealing with a ************************* in the ********** office and still no resolution no one answers my call or returns my email. All I want is for them to fill my form, so my insurance company reimburses me or file the claim to my insurance company I have provided them all the information..
Business Response
Date: 11/06/2023
Please provide completed HIPAA form. Thank you

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Coast Dental is NOT a BBB Accredited Business.