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

418 total complaints in the last 3 years.
126 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:09/20/2023
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.
I was a patient with Coast Dental. I was satisfied with the doctor ******************** I received. My complaint is with the billing department. I have health insurance with United healthcare. I gave the front desk person my insurance card for filing. Routinely I received EOB'S from my insurance carrier and I received billing statements from Coast. I called my insurance and requested an agent call ****** to better understand why I was billed for ******************** the insurance company deem ******************* was a approved providers with balance billing were NOT to be billed to the patient. Billing statements continue to come and each time I called ****** would refer me back to my insurance company. I asked ****** to explain to me why she was balance billing me and her reply was " call your insurance to have them to pay the ******************** in full". My question is are they (Coast ) a participant provided with United healthcare? Why are they balance billing me for ******************** the Doctor agreed to accept? I have no plans to return to Coast and I am very annoyed with ******'s negative attitude when speaking to me and insisting I call my insurance and then she hung up the phone.
Business Response
Date: 09/21/2023
We need a HIPPA signed on file in order to respond with information
Customer Answer
Date: 10/18/2023
Please see attached.
Business Response
Date: 10/18/2023
There is no filled out Hippa on file to properly discuss address this complaint
Initial Complaint
Date:09/15/2023
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.
I went to coast dental in ************** ******* for a routine casting for a partial denture. While doing the casting 2 if my gold crowns were snatched out. When it initially happened I was told that they were bad for your teeth, then I was told he would put them back on as long as there are no cavities on the 2 teeth. As I'm getting more and more upset he proceeds to tell me if he cements them back in I would have to pay for them. He took exrays and found no cavities yet still refused to replace my crowns. All the while they were cleaning cement for my teeth and crowns. I came in with my crowns on my mouth but left with them in a napkin. Totally unprofessional and unacceptable.
Business Response
Date: 10/06/2023
I've completed an incident report regarding this. All notes have been entered into the patients Eaglesoft account and the incident report along with CR# from police department was emailed. I'm waiting for further direction on how to handle this incident further.
Initial Complaint
Date:09/14/2023
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.
I was active duty military with the ** Navy and Coastal Denral has a signed contract the United Concordia network. Upon an emergency extraction of a tooth due to intense pain, I was told to pay out of pocket for an expense that should not be charged to a member within the network of Tricare United Concordia. Upon paying out of pocket, I explained to them after speaking with my insurance that paying out of pocket was never supposed to happened and a refund is due to my insurance already covering this claim. It is my opinion, that they already knew this prior to the surgery and still had me pay out of pocket. I was very disappointed and appalled by how all of this has happened because the surgery occurred Jan 28, 2022 and I have yet to receive a refund. The refund request has been filed by the ******* Office and I have yet to receive a refund.
Business Response
Date: 09/14/2023
Please accept this as Coast's response to *****************. Can you please provide a signed copy of HIPAA? Thank you
Customer Answer
Date: 09/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have provided HIPAA documentation as requested. Still awaiting refund verification or proof of receipt.

Sincerely,

*****************************
Initial Complaint
Date:09/11/2023
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 8/21/23, I went for a checkup and cleaning. The dentist told me (through Teams online chat) that I needed a crown on tooth #** due to decay caused by lifting of an old filling. The hygienist set an appointment for me for 8/25/23 at 10:**, so I took the day off and went back for the temporary crown that day. On 8/25/23 around 6 pm, the numbness had worn off and I noticed my teeth did not touch when I bit down; the crown was too tall. I went back on 8/29/23 to have it adjusted. At that time, the hygienist filed it down little by little, placing the blue paper between my teeth in between drilling, until I was able to bite down comfortably again. While I was eating that evening, I started having pain in that tooth (#**). I looked in the mirror and noticed there was a hole in the crown and my underlying tooth was exposed. I went back on 8/31/23 to allow them to fix this (they were closed due to Hurricane ****** on the **th) and told them of my pain. I was convinced to have the permanent crown placed that day (needed to take 5 hours off work). The dentist filed that crown several times to get it to fit, and placed it. That evening, I noticed I was still having pain, looked in the mirror, and saw that there was a hole in the permanent crown. I took off work again (7 hours) and went back in on 9/1/23. At that time, I was told by a different doctor that I now needed a root canal. I was referred to an Endodontist, and sent on my way. I have since gone to a different dentist, and went to an Endodontist for said root canal. I need people to know about this place and not go there. Id also like my money back, as I was treated unprofessionally and missed several hours of work because of the issues.
Business Response
Date: 09/11/2023
No Signed Hippa on file, please retrieve one from Complainant.
Customer Answer
Date: 09/11/2023
See Attached Executed HIPPA
Business Response
Date: 09/18/2023
********************, in lieu of your complaint and after further investigation of which you provided documentation to support your complaint. Coast Dental will be going ahead with refund for the Crown. We do once again apologize for any inconvenience this may have cause you. We also apologize the service rendered was not to the highest expectation we hold our staff accountable to. We will also take appropriate action to ensure these types of errors are handled better in the future.
Respectfully
******
Grievance Dept
Customer Answer
Date: 09/21/2023

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.
If they should refuse to submit a refund to me after this is closed, I will be contacting the BBB again.
Sincerely,

*****************************
Customer Answer
Date: 10/03/2023

Complaint: 20579145

I am rejecting this response because:
Please see attachments. Coast is refunding me a smaller amount than they charged me for the work done. Please advise.

Sincerely,

*****************************
Business Response
Date: 10/03/2023
********************,
Our apologies if you misunderstood what would be refunded. We offered to replace the crown for you, at you rejection we refunded you fee of the crown, which was your dissatisfaction.
Your fee for the crown was $480.00 which was refunded. The other services you paid, where indeed rendered and have no bearing on your dissatisfaction with crown.
Respectfully
Grievance ****
Customer Answer
Date: 10/03/2023

Complaint: 20579145

I am rejecting this response because:
As shown in my bank account, the amount deducted from my account for the crown (no other services were performed at the time) was $675.96.
Your refund for $480.00 is not the amount I paid for the crown.
Sincerely,

*****************************
Initial Complaint
Date:09/07/2023
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.
September 15th 2022 My daughter had an appointment with Coast Dental for preventive care. The dentist took x-rays of my daughters teeth and advise me she had some several cavities that needed to be treated. My dental insurance did not cover the cavities that needed to treated, therefore I came out of pocket to pay $133.00 for the dental work to be done. I was not able to set an appointment so due to the Dental Provider being out of the office. I took my daughter to another dental office where she was treated. I first contacted Coast Dental on May8th 2023 requesting a refund. I was advised the refund would take up to 8 weeks for the refund to return to the card that the payment was made on. I let 8 weeks go by I did not receive my refund nor was I given an date onto when I was going to receive it. I was told that they do not issue refund at the office I would have to call Coast Dental **************** which is located in *******. I call the corporate office to speak to someone regarding my refund request. I also sent an email to corporate office again about my refund on 07/13/2023. No call back not response via email. I reached back out the office on 8/7/2023 asking again about my refund. I advised the rep the steps I've done in order to receive my refund. I was advised to call back if refund had not been received. I still have not received my refund. It has now be over 5 months for me to get my money back. This company is very unprofessional it should not take long for me to receive my refund. I contacted the dental office 9/7/23 a month now . I called no answer the calls goes to their answering machine. Please please help me with recouping my refund
Business Response
Date: 09/21/2023
Patient was refunded on 9/12/2023 $87.00
Customer Answer
Date: 09/25/2023

Complaint: 20568371

I am rejecting this response because: I was originally charged ****** not *****. I spoke with my financial institution and they credited me ***** from the missing refunded amount. I want All of my money back

Sincerely,

********************
Initial Complaint
Date:08/31/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 received dental service on 6/7/2022 of last year, for which I paid $556.39 at that visit. I received a bill for $402.00 in June 2023. I have subsequent visits to this office in November 2022 and April 2023, and I was not notified of this outstanding balance at either of these visits. I called and left messages for the office manager several times throughout the month of July 2023 and she never returned my call. I visited the office on July 31st ********** manager, ******, audited my file to saw some claims from my insurance covered some of my dental work and told me my adjusted balance was $147.21, not $402.00. She said she would email corporate to adjust my bill and cc me on the email. I never received the email, and my new bill is $384.00. I called corporate and the customer service didn't see an adjustment in my file. The corporate office does not have an email or working phone number for customer concerns. My bill has not been adjusted, and I would like this situation corrected. I do not want this going to collections considering I have made every effort to get this issue resolved.
Business Response
Date: 09/21/2023
Office is in contact with patient attempting to resolve the patients issue.

Customer Answer
Date: 09/21/2023

Complaint: 20549298

I am rejecting this response because: I am in contact with the office manager, however a resolution has not been determined yet. I was instructed to contact the office manager if I haven't received a response by October 1st because she still working on my case. This was suppose to be done back on July 31st when I visited the office, however I am waiting for the office manager to provide an update. Currently, I still have an outstanding balance that has not been resolved. I would like a resolutions to this as soon as possible. Thank you.

Sincerely,

***************************
Customer Answer
Date: 10/02/2023
At this time I have not received any updates for Coastal Dental regarding any adjustment to my bill. I am still waiting. It has been over a year since I received the initial treatment. This is my first time having to deal with an outstanding bill with Coast Dental and I have been a patient for years. Again I am still waiting for a resolution. Please let me know if there are any additional information you need from me to clarify my position in this matter. Thank you.
Initial Complaint
Date:08/25/2023
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.
08/25/23 at8:30 am I *********************** went to coastal dental located in ************ ******* ***** , I was met by a female at the door ,and called back ,to a room, they did not use gloves at the time , they did not know how to use the **ray machines, there were 3 women there , one had on street cloths ( tee shirt and jeans ) and was directing the other two on what they should do , they attempted to take images of my teeth , for about a hour , finally saying" they think they have them, finally taking me to another room , were I was informed there was no doctor there today',and I would be tele- doctoring ,...? . Then I was told as they tried to again use a camera to look at my teeth , they have never used this before ? Next the woman with street cloths decided to show she said the other woman how to use the camera, in my mouth , I decided at that point to leave ,, I can say , I truly don't think the woman in street cloths had any certificate s , of any dental college degrees , the facility was very dirty and gross with stains and mars on the floors and walls ,, filthy . To say the least , . I have been to a lot of dentist and have never seen a place in operation like this ,, I called my insurance to make sure they did not try to charge them , for this scam '
Business Response
Date: 09/13/2023
The office attempted to contact patient regarding his complaint. The patient has not returned call to the office to address this matter.
Initial Complaint
Date:08/23/2023
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 6/23/2023 went to Coast Dental in ***********, **. For teeth cleaning. Total bill was$260. They performed complete set of x-rays on my teeth. A complete set were done by ************ in *********, ** 7 months prior. These X-rays were not needed. Thank you in advance for any help in this matter.
Business Response
Date: 08/23/2023
Please provide copy of signed HIPAA form. Thank you
Initial Complaint
Date:08/22/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son received dental care on 3/21/23. Once I started to received bills, I realized that they did not bill his Tricare Dental insurance. I have made MANY phone calls, left messages (and did not receive returned phone calls), and went in person several times to get this corrected and 5 months later, this ******************* has not been corrected. I need for someone to bill his insurance for these charges. This is the 2nd time that I am having to file a BBB complaint in order to have a bill corrected.
Business Response
Date: 09/08/2023
Please accept this as Coast's response to ***************. I am currently pending a response from the office to confirm the status of your insurance claim with Tricare. Please allow additional time. Thank you.
Initial Complaint
Date:08/21/2023
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.
Service not provided, no itemize bills being provided, failing to bill my health plan GEHA as promised.
Business Response
Date: 08/22/2023
Please accept this as Coast's response to *************. Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration you have experienced with your billing. Regarding the issue with your claim, we have thoroughly reviewed your account and the claims submitted. It appears that you have multiple insurance providers, but only your secondary insurance, GEHA, was provided to us. Unfortunately, GEHA requires a copy of the Explanation of Benefits (EOB) from your primary insurance provider to process the claim properly. Our office has made several attempts to contact you in order to obtain the necessary information and successfully submit the claim to GEHA. However, we have been unable to reach you thus far. To resolve this matter and ensure payment for the services rendered, we kindly ask that you work directly with our office to provide the required information. Alternatively, you may also contact GEHA directly to inquire about the specific documentation needed to process your claim. We are committed to working with you to find a prompt and satisfactory resolution. Please contact our office at your earliest convenience so that we may address this matter and provide the necessary support to finalize your claim. Thank you.
Customer Answer
Date: 08/22/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

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

RE: complaint #******** and Coast Dental replied.

First and foremost, thank you for your help in helping me resolve the issue with Coast Dental.
Sadly, Coast Dental response is filled with lies and misinformation. They cannot even get the fact straight.

They stated that GEHA is the secondary provider, but that totally the opposite was I told them and what is stated in the explanation of benefit from my Humana Dental plan, that they received.

They state that they have tried unsuccessfully to reach me, on the contrary, I through letters and phone calls have not received any word from Coast Dental, except for bills having a one item charge.

For the record, here are the actual facts:

June 01 2023 me and my son (*********************) went to the Coast Dental North Lakeland.
We have been treated there in the past,and they had our dental records and our Humana dental insurance information. They verified our Humnana Dental plan, Tooks all source of x-rays and then presented us with a proposed treatment plan....$1764 for my treatments and $919 for my son treatments.

Of course, they have added many extras to our treatments and were pressuring me to sign it. They offered us a financial plan to paid it off. I took the paperworks home, returned the next day, with was I wanted them to treat me and my son.
My personal proposed treatment plan came to $366 my payment and $158 Humana Dental payment. My proposed treatment plan for my son came to $262.00 with no coverage from Humana Dental. Coast Dental agreed on the $524(my) and the $262(son)treatment plans and I signed off on them.

June 08 2023 I returned to Coast Dental for my agreed treatments and paid them $366 with $158 pending from Humana Dental

June 16 2023 my son returned to Coast Dental for his agreed treatments and paid them $264.
At the same day, Coast Dental did some post op check.

July 7 2023 they did post op check on my son.

I received in the first week of July, 2023 the Explanation of Benefit from my Humana Dental Plan denying claims for my son and me, because they are secondary payor, Humana denied the claims because my health medical plan GEHA,cover some preventative dental care, therefore GEHA is the primary payor, and they need to process first.

Upon receiving all the *** from Humana Dental, I made copy of all the necessary paperworks , along with my GEHA identification card, and personally took it to the Coast Dental North Lakeland,
That was on July 06, 2023,the office was already closed, but an employee there took all my paperworks.
The next day on July 07 2023,the employee at the front desk related that my son owes $122.00 because Humana Dental had declined payment. . I advise the employee, that I have brought the day before all the ********* to correctly submit all claims to GEHA and afterward the *** from GEHA to Humana Dental. The employee denied the office ever receiving any of my paperworks, took copy of my GEHA card, told me that Coast Dental would submit all claims to GEHA. I requested the breakdown of the $122 that Coast Dental claim my son owe, she declined to provide an itemize breakdown of the $122 and I was told not to worry about the bill.

The problem is that Coast Dental after many requests on my part, have not submitted claims to GEHA, and instead the dental office is harassing us with bill statements for the services denied by my Humana Dental plan.

I have informed verbally and in writing and provided several times my GEHA insurance information to the ********************** the ***** office and their billing department in *******.

In particular on July 7, 2023 the day of my son post op check, I personally explain the situation on why Humana Dental had declined the claims, I explained that GEHA being the primary payor must be billed first, Coast Dental-North Lakeland, told me, we will submit to GEHA and don't worry about any bill you may receive.

I may add that Coast Dental-North Lakeland is charging *********************** and ********************** each $57 for dental code D9630 which was not part of the agreed and signed treatment plans. Requests to Coast Dental-North Lakeland for clarification on these charges have gone unanswered. Also, because I am unable to reconcile the amount, they are billing us with the services that they provided, I have therefore, requested on several times, itemize bills for me and my son, and that have also gone to dead ear.
Business Response
Date: 09/06/2023
Please accept this as Coast's response to *************. Unfortunately, we are unable to discuss the concerns with *****'s account with ****** as we do not have a signed release form from ***** granting us permission to do so. To address this complaint and resolve the situation, I have escalated the matter to the office manager, who will be reaching out to you shortly. We appreciate your patience and cooperation in this matter. Thank you.
Customer Answer
Date: 09/06/2023

Complaint: 20492320

I am rejecting this response because:

Sincerely,

***********************
This is nothing more than a delay tactic on their part of. They saw no problem with me signing off on all of ********************* paperwork. Why was not this release form on ********************* mailed to my home address sometime back when the initial complaint was made. They are side tracking the main issues which are:
1. Failing to ***************** for the dental charges as they had agreed to.
2. Failing to provide an itemized statement. I am unable to reconcile. the amount they are billing with the services provided.
3. Charging for D9630 Drugs Medicaments Dispensed in the office for home use $57 each of me and *********************, this may well fall under false claims.
Thank you for continuing assisting.
***********************

Business Response
Date: 09/08/2023
Please accept this as Coast's response to ************** We would like to inform you that the office manager has discussed ****************** accounts with him. As per the update, the office manager confirmed that she has sent the itemization of the accounts as requested by ************** via email. ************** has confirmed he will be submitting the itemized accounts to GEHA and provide the *** to our office. We will attach the *** document to the Humana claim task. ************** has been advised to reach out to our office if he needs any additional support or assistance in this matter. We have the secondary insurance coverage of ************** on file and are awaiting the *** from GEHA to determine the claim payout. We will bridge the secondary insurance coverage upon receipt of the additional information. We thank you for your understanding and support in this matter. If you have any further questions or require any additional support, please do not hesitate to contact the office directly. Thank you.
Customer Answer
Date: 09/08/2023

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. I did receive the itemized statements. and have submitted to GEHA charges as they were submitted to Humana

Sincerely,

***********************
Customer Answer
Date: 02/06/2024
Once again, I am compelled to file another complaint against Coast Dental. The last one was complaint #********. In my last complaint Coast Dental had refused to bill my medical plan as the primary payee for me and my son ********************* Dental services. They also had refused to provide itemized bills. Well to make a long story short, Coast Dental finally submitted itemized bills and all outstanding balances were pay off. I ended up personally submitting all of the Coast Dental charges for me and my son to our primary payee. Afterwards I then coordinate with my secondary Dental plan. The secondary Dental plan payout an extra $115.50 to Coast Dental for *********************. The problem is that the $115.50 is an overpayment and should have been refunded to my son *********************, but instead Coast Dental is billing ***** $6.50. Again, the bill for ********************* pertaining to charges on 6/01/2023 and 06/16/2023 were paid in June and November 2023. *************** Coast Dental zero dollars. I, *********************** also recently have an overpayment of $102.50 which was paid out by my secondary Dental plan to Coast Dental. Since I had no outstanding balance with Coast Dental for services performed on 06/01/2023 and 06/08/23 I should be refunded the $102.50 and ***** the $115.50.
Business Response
Date: 02/08/2024
Please reach out to the local office to discuss your concerns. Last time you have reached out it was discussed with you that you would be submitting to GEHA and then providing the *** for us to send to Humana. As of now I am not showing any additional contact regarding this matter. Thank you
Customer Answer
Date: 02/08/2024

Complaint: 20492320

I am rejecting this response because: I have many personal encounters with Coast Dental and they just have always given me the run around and have not deal in good faith. For examples, after many requests last time around, they refused to send me itemizes statements for charges for me and my son. Itemizes statements were provided after my previous compliant to the BBB. And while the matter was still in dispute, Coast Dental sent my son bill to a collection agency. They billed for a D9995 Tel dentistry service in which they were very aware the dental plan does not cover this service, and me and my son were not informed. Me and my son had rejected all the extra optional products and services, but they kept on trying very hard to sell them to us. They billed for D9630 Drugs Medicaments dispensed at the office for home use, this is possible insurance fraud, was never provided. Also, I had gone twice to the Coast Dental ************************* to resolve the problem concerning my primary and secondary dental payees, they promised to address the matter, it never happened.
I ended handling the matter on my own after Coast Dental provided, thank to BBB, itemizes statements.
Which take us to the current issue where Coast Dental were paid all that was owed to them for me and my son back in November 2023. We had no outstanding bills and we have not received any further treatments from them. Now recently, Coast Dental received payments (from my secondary dental plan-Humana)
after I had personally billed my primary and secondary dental plans. Now instead of Coast Dental adjusting our bills with the Humana plan negotiated rate and refunding our overpayment, they are twisted matter into their financial advantage.

Sincerely,

***********************
Business Response
Date: 02/09/2024
A request has been sent to the office to contact you to discuss your new concern. Thanks.
Customer Answer
Date: 02/09/2024

Complaint: 20492320

I am rejecting this response because: Unless Coast Dental though my BBB complaint, could shows that me and ***** are not entitled to refunds of $115.50 *****, and $102.50 ******, I am reservation in dealing directly with them due to past experiences.

Sincerely,

***********************
Business Response
Date: 02/14/2024
We ask again that the patient reach out to the office to resolve their complaint. Thanks
Customer Answer
Date: 02/14/2024

Complaint: 20492320

I am rejecting this response because: I am beyond words. I don't know what else to say. I have lost complete faith and trust in dealing with Coast Dental on this matter. Again, if we owe anything to Coast Dental, please use the BBB to clear things otherwise refund any overpayment. I may add that this issue with Coast Dental has added stress and anxiety to my already high blood pressure.
TIMELINE OF DEALING WITH COAST DENTAL
June 1 2023
Oral examination done along with Xray. Supposedly our Dental plan is to cover these services at no cost to us.

Apparently no dentist was present in the office and we were both given video conferences with a licensed dentist. We were not made aware that the video conferences or teledentistry will not be covered by the our Dental plan.

Coast kept trying to sell us electric toothbrushes, specialty toothpaste (Fluoridex), mouthwash(Chlorhexidine Gluconate)
and show us a promotional video without our consent, on Periodontal and Perio protect gel.

They were told time and time again we were not interested, but since the mouthwash(Chlorhexidine Gluconate) was not an over the counter item, I asked for a prescription. My request was ignored,

Afterwards we were given our individuals Coast Dental proposed treatment plans , and to our dismay it included many of the above mentioned items.

Coast's original proposed treatment plans had many optional treatments. ********************* proposed treatment $919.98 and *********************** $1764.97. Coast Dental went as far as offering us loans from a third party.

We took the proposed Dental treatment plans home for further analysis. We returned back to the Coast Dental and we had crossed out the extra optional treatments and products. We signed off on the modified treatments, ***** $262 and ****** $524. ***** was to pay completely for his treatment $262.00 and Coast Dental was to bill the dental plan for the annual xray and oral examination ($147.00) at no cost to *****. In my case I was to pay $366 for my share of the $524, leaving $158 to be billed to the dental plan. My annual xray and oral examination($147) at no cost, covered completely by my dental plan.

June 8 2023 ***********************.
Received partial treatment and a follow up on 6/16 to complete the agreed signed treatment ($524) . I paid Coast Dental $366 and Coast agreed to bill my Dental plan Humana Federal Advantage for the remaining treatment balance $158 and the x-ray and oral examination charges done on 06/01/23.
,
June 16 2023 *********************;
**********; got all his agreed proposed treatment and paid Coast $262. ***** remaining balances $0
Coast agreed to bill my Dental plan Humana Federal for the xray and oral examination charges done on 06/01/23.

Coast charges submitted to my Humana Dental plan were denied(except
$25 was paid for ***** D4355)) because GEHA my medical health had some dental coverage therefore Geha was the primary payee and after Humana would pay as secondary payee. I may add that Coast Dental had billed Humana for drugs or medication dispensed to use at home, this was never provided for me and *****.

I notified Coast twice of the above situation and that they needed to submit charges to Geha, my primary Dental payee then once Geha processed the claims for me and *****, Coast should resubmit remaining balance to Humana Dental, Coast agreed to follow-up on the matter.

But Coast neglected to follow-up and instead kept sending me and ***** one line item bill that was not itemized. *****'s bill was for $122 and mine was for $305. I wanted an itemize bills so that I would be able to reconcile with my remaining balance of $158 and ***** zero balance.

July- November 2023
Coast kept ignoring my request to submit claims to my Geha plan and afterwards to Humana. They also kept sending bills not itemized for me and *****,

August 18 2023
I filed a complaint with the BBB regarding Coast poor billing practice and poor customers service in resubmitted Dental claims as promised,

September 16 2023
Coast emailed me itemized bills for me and *****. I subsequently submitted claims to Geha using the itemized statements I received from Coast,,

November 15 2023
Coast had forwarded ***** **** $122 to a collection agency, it was paid off.
I also pay off my coast bill of $305.

After I submitted the claims for me and ***** to ****, GEHA processed both claims. Afterwards I resubmitted claims to Humana Dental using the explanation of benefits from Geha, Bear in mind that the claims I forwarded to Geha and Humana for me and ***** were the claims that Coast had neglected to submit. Also we had fully paid Coast back in June and November

December 2023.
Based on the information I submitted to my Humana Dental plan(*****'s Geha explanation of benefit and *****'s Coast dental itemized statement)
Humana readjusted charges previously denied and Humana instead of mailing ********************* a check of $115.50, the check was forwarded to Coast Dental.

JANUARY 2024
Base on the information I submitted to my Humana Dental plan(*******' Geha explanation of benefit and my Coast dental itemized statement) , Humana readjusted charges previously denied and Humana instead of mailing me a check of $102.50 the check was forwarded to Coast Dental,

Now back in November 2023 when we settled our debts with Coast Dental and after I personally did all the leg work in submitting claims to Geha and Humana, Coast Dental kept ***** $115.50 and instead billed ***** $6.50.

No word from Coast Dental on the payment they got from Humana of $102.50 for my readjusted claim.

Sincerely,

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

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