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

413 total complaints in the last 3 years.
121 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:02/23/2023
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.
I have been waiting for a refund that is owed to me. *** requested the refund about 2 years ago and im still waiting. I have contacted the office and the headquarters and I keep getting apologies and no refund. When I used to go to the office I paid my part right at the moment, not the following month ir the following year. I would like to receive my refund asap.
Business Response
Date: 03/08/2023
Please accept this as Coast's response to ****************. We are sorry for the delay in your refund. I see that our refunds department is working to resolve this refund and once I have an update, I will follow up with you. Thank you.
Initial Complaint
Date:02/22/2023
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 have been waiting for hours for someone to see and I got lost in the paper work so I was sitting for another hour to just get a dental plan
Business Response
Date: 02/23/2023
Please accept this as Coast's response to ****. We do apologize for the bad experience you received during your visit. The office has informed me they are going to reach out to you to help resolve this concern. Please be on the lookout for their communication. Thank you.
Initial Complaint
Date:02/22/2023
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.
th, 16th 2023 this is a 3 year saga of work done so poorly it all fell out less than 3 months after completion and this date presented was my last visit where i was held down in a dental chair with a syringe piercing my cheek folded over my lips while i was berated so as to keep me from speaking. after the root canal finish the doc happily expressed that tppth is cracked anyway. **** dollar root canal on a cracked tooth. and the **** dollars of work i had done that fell out so quickly, has left me with all of my bpottom ant top fronts ready to fall out. i am going to lose my entire set of teeth. i belive the dentist assaljutesd held me doown with a weapon and threatened me.
Business Response
Date: 03/08/2023
Please accept this as Coast's response to ********************. We are currently investigating this complaint, please allow additional time to respond. Thank you
Initial Complaint
Date:02/21/2023
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 first went to Coast Dental in *************, ** on November 18, 2022 for an exam and dental cleaning. After waiting for close to an hour I was finally reserved my exam but no cleaning. I was informed I needed to come back for a cleaning. I was charged $23.00 for that visit. On December 15, 2022 I went for my cleaning. After waiting for close to 45 minutes I was informed by the hygienist *************************** that the reason for the delay was that she was checking my insurance because she felt I needed a more "Deep Gum" type of a cleaning. She told me that the charge would be $79.00...even though with my *************************** a regular cleaning would be free. I directly asked her if there would be other charges and she said "No". I agreed to the additional charge of $79.00 for the Deep Gum cleaning. When she was done, I checked out to schedule another appointment in the next six months. That was it until I received a bill from them stating that I owe $50.00. When I called the office a woman said, that the $50.00 is the deductable. When I asked why I was not informed at the time of the cleaning there would be an additional $50.00 charge/fee, she said they are not required to state that information, as it is from the insurance company. Then she ended the phone call. Well, this is wrong and unprofessional. I clearly stated if there was going to be an additional charge with the $79.00...the answer was "no...no additional charge." Which was not true. I was misled. I had deep cleaning in the past and this was the same as a regular cleaning. To charge $79.00 for a bogus deep cleaning when it was a regular cleaning (which should have been free,) is criminal. And, then to claim that I owe $50.00 which was never stated in the conversation prior to the cleaning is misleading, wrong and unprofessional. In addition, having someone just end the conversation...hang up on...is truly unprofessional. Thank you in advance for your assistance with this issue.
Business Response
Date: 03/02/2023
Please accept this as Coast's response to ************. We do apologize for the issues with billing. At the time of service, we are only eligible to provide an estimated amount for what the insurance is expected to cover, this amount is based on the fee schedule which is contracted with us however the deductible is based on your insurance. If it has not been met, they will deduct it from the payment to the provider, which in this case is Coast dental. We are not eligible to remove this amount as this is part of your insurance portion, it is patient responsibility to know this information. In this case you would need to dispute the amount due with your insurance if you are not willing to pay the deductible. Additionally, the office confirmed they spoke with you and informed you of this information. They were not informed of any issues with the staff and has advised they will look into this complaint further. The office confirmed they are only providing treatment that is necessary, which this documentation is also submitted to your insurance to confirm before they pay us. Please close this complaint as answered. Thank you.
Initial Complaint
Date:02/21/2023
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, **************************** became a patient of Coast Dental Gladiolus location on August 11, 2022. Coast Dental requested my insurance information (Aetna Dental PPO W1842 ***** and NCD "Nationwide" *********. I paid $543 first visit and $1,710 second visit. They overcharged me for $570 the second time.Coast Dental committed to file my claims, and to provide the dental care I needed.Coast Dental did not file my dental claims with my insurance providers. I called and visited the Gladiolus location 10+ times. They would not give me a clear explanation on why they would not file my claims. I also expressed that I was overcharged $570 the second time. I found out from another Coast Dental employee that the reason why they did not file my claims was because the dentist that performed my work was not licensed. My partials did not fit well. After all of this, I question the quality of the work performed. They asked me to file the claims myself. I tried to get my forms filled by them for several months without any luck. A girl name ****** (she would not give me her last name) gave me the "run around" for months about why they would not file my claims, or the status of my $570 refund. Every time I asked for the manager I was told by ****** the he was not there. I want my claims to be filed by Coast Dental and, I want a check for my $570 refund.V/r,*************************
Business Response
Date: 02/22/2023
Please accept this as Coast's response to ********************. We are sorry for the billing issues you are having with your services. We do show that the office reached out to the insurance you provided, and we were informed that they could not locate you in their system then when we attempted again a month later, they informed us your insurance had termed right before you seen us for your visit. This is not an issue with the doctor being licensed as our doctor is fully licensed to practice. The office has informed they will attempt to submit the claim again. Regarding a credit of $570.00. Once we know more about the claim for your visit, we will be able to request a refund for whatever is owed to you. The refund would be processed and sent back to the original method of payment. Once I have more information regarding the claim, I will be able to follow up. Thank you.
Customer Answer
Date: 02/22/2023

Complaint: 19425328

I am rejecting this response because:
I am a retired **** Government civilian. I have had my Aetna Dental insurance forever. I used other dentists in ***************, ** that filed my claims without ever having a problem. I added additional coverage with NCD (Nationwide) on January 1st, 2022 in anticipation of purchasing implants.
I don't buy the "they could not locate you in their system then when we attempted again a month later, they informed us your insurance had termed right before you seen us" excuse. I contacted both of my insurers (and the records are online) that Coast Dental "Gladiolus" never filed the claims.
About my $570 refund, I paid $2,280 with their suggested ****** ************** because they offered 0% interest for 12 months. I paid $236.88 as down payment and financed $2,043.12. ****** made a $570 mistake when submitting my application with ******. I am making monthly payments of $170.26, which is very steep for my fixed income.
Sincerely,

****************************
Business Response
Date: 03/02/2023
Please accept this as Coast's response to ********************. ****** is a separate company that helps patients pay for services, I am sorry to hear you are not happy with it. I would suggest reaching out to them directly as we are unable to make changes to that account. Once the claim has been processed by your insurance, we will be able to re-visit and submit a refund to that account. In the case with your insurance, when we call to verify your insurance, if the agent is not able to locate you, this is why they are not able to view any claims submitted, there is nowhere to send the claim to. Currently the office is working with your insurance to see if we could get a payment from them however if your insurance had termed before the visit, your insurance may still deny payment. Claim processing can take up to 90 days, once I have more information, I will be able to provide another update. Thank you.
Customer Answer
Date: 03/02/2023

Complaint: 19425328

I am rejecting this response because:
Coast Dental continues giving me the run around. I did not say that I had a problem with ******. My problem is with Coast Dental Gladiolus. They could never give me a good reason why they were not submitting my claims. In my search for a dentist, I visited (6) dentists in ***************. I can see all (6) claims submitted on my insurance portals. They did not have any problems submitting my claims.
This is not nuclear physics. Coast Dental Gladiolusreceived a full payment from ****** for the full amount of my loan, including the $570 they over charged me. My refund from Coast Dental (not ******) should not be difficult to process.
About the comment [Currently the office is working with your insurance to see if WE could get a payment from them however if your insurance had termed before the visit, your insurance may still deny payment.] What??? You were paid in full by ******. I am the one that wants to get paid back by my insurance companies IF YOU SUBMIT THE CLAIMS.

Sincerely,

****************************
Initial Complaint
Date:02/15/2023
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.
02/10/2023 Visited the dental office for a cleaning and possible tooth filling.After, speaking with dentist, the dentist tech was speaking to me about the x-ray.She viewed build up of plaque and demanded a deep cleaning.I said I was only coming for a cleaning and I would start with one of the sections of deep cleaning.The dentist tech said she wasn't going to clean my teeth without doing at least 2 sections of 4 sections of the teeth. I said I'm very knowledgeable about the service and I the dental tech is stressing me to do accept the high upcharge of service or she was not doing any work and I shouldn't have to continue to listen to the dentist degrade my teeth and not provide alternatives, solutions or accept what I can agree to. NEXT , A WOMAN came from the front , then the dental tech said she will Not do any service. When I said I don't need the dentist tech to grab my jacket , I can get my jacket myself the black woman from the front started talking to me aggressively and asking the dentist tech was she ok. Then, escalated the conversation to me as if I attacked her and then making degrading comments about my teeth, ugly nasty comments. Then the 2 men jumped up and confronted me while the black woman with the tattoo in her neck was verbally assaulting me surrounded me . Then , locked the door.
Business Response
Date: 02/16/2023
Please accept this as Coast's response to *******'s complaint. I have reviewed the documentation provided and I am unable to locate this visit in question. The last time any of our offices have seen this patient was back in 2021 for either location that have records of this patient. Thank you.
Initial Complaint
Date:02/10/2023
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.
My dental insurance authorized dental work. I was told that the dental assistant went back into my file and upcharged me so that she could receive a bonus is she billed a certain amount. I have tried resolving this with the office and ***** is returning my calls. Now a third party has been contacting me for payment. I was told by the previous office manager that this error was coast fault and not mine. Now I'm being charged over **** dollars.
Business Response
Date: 02/20/2023
Please provide signed copy of HIPAA. Thank you.
Initial Complaint
Date:02/10/2023
Type:Service or Repair 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.
The dentist located in Coast Dental - ************************************************************************* location, did a dental work (crown) on September 9th, 2022 for the amount of $487. That was the preliminary work, and the final work was scheduled for September 28th, 2022. They collected the full amount in advance and I accepted it. However, later in the month, hurricane *** hit and their offices closed. Since the beginning of October, I was trying to contact their local office in ******************** to arrange for another appointment to finish up my dental work (final crown) and they were either not responding to my messages or telling me there was no dentist available in their premises so they would call me back as soon as they find one. I had to remain with the temporary filling until beginning of December, when finally they called me and scheduled an appointment for December 6th at the ******************** location, where another dentist would install the final crown. On the date of my appointment, I met with the other dentist and after she checked the final crown, explained to me that it didnt fit (!) and immediately told me she would request a refund. We went to the front office together, where the office manager, Mrs ***** told me that she issued a refund , for the full amount of $487 and I was expecting to get this money back to my bank account. I waited for 2 weeks - no refund, then I started calling and leaving messages again, nobody every responded and I was getting very frustrated, I even tried their corporate office in ****** there is an option for "Billing Questions" and "Refunds", nobody picks up the phone, I left numerous voicemails, nobody every called me back. Last week (February 3rd), Coast Dental called my husband, who was also a client last year, to ask him about a bill (which he had already paid - however it seems they never submitted a claim to his insurance), this is when I found the opportunity to talk to them as well and ask them about my refund. The ******************** office manager, Mrs ***** said that she checked and it's under review (almost 2 months later), then she suggested to call the corporate office in ***** for further details, because there was nothing to be done from their end. I explained that I had already tried, with no success. Then she said she would try to find out and call me back in about 4 days. Today is Wednesday, February 9th, still trying to talk to someone about my refund, they keep ignoring me and not responding, it's more than 2 months now and of course I would need this money as soon as possible to fix my dental problem with another dentist. I would appreciate your advice and assistance. My next step would probably be to seek legal advice or find out how to file for a small claim. Thank you so much. Georgia.
Business Response
Date: 02/17/2023
Please accept this as Coast's response to ********************* complaint. We do apologize for the time it takes for processing. The refund has been processed as of today 2/17/2023. Attached is a copy of the refund. Thank you.
Customer Answer
Date: 02/17/2023

Complaint: 19374434

I am rejecting this response because:

As you can see from the attached business card, the refund amount should be $487 and not $196 as shown on your receipt. Please advise asap about the remaining amount.
Sincerely,

***************************
Business Response
Date: 02/17/2023
Please accept this as Coast's response to Geogia. The service went all the way to delivery in which it was declined. Since service was partially completed but not delivered there are fees that apply and are taken out of the refund. The refund provided is the amount after lab fees. Please provide a copy of signed HIPAA. I can provide the signed treatment plan which confirms all services that totaled the $487.00 fee. Thank you.
Customer Answer
Date: 02/17/2023

Complaint: 19374434

I am rejecting this response because:
I spoke with the Office Manager today - she explained the full refund amount for $487 wasn't correct because they did some dental preparation work (including lab fees), therefore the correct refund should have been $361 and I accepted that, then I asked her why Coast Dental issued a refund for only $194? Then she said that looking into my account there was an open claim for a cleaning done last year (2/18/2022) but my insurance didn't pay for it, so they deducted this money from my refund. After I contacted my insurance (Cigna) today, I found out that not only that other claim was completely covered (although Coast Dental submitted it almost a year later, at 1/24/2023), I should have only paid $19.60, but according to my receipt, I had paid $147.19 - so now I am asking a refund for the previous $361 plus $127.40, as the Cigna agent also advised me. I am attaching a copy of my receipt and the chat transcript with *****. So, if Coast Dental processed a refund for $194, they still owe me $361-$194= $167 + $127.40 = $294.40. I give my permission to share my dental plan treatment, but I'd like to see a proof that the lab fees they are talking about are reaching the amount of $167, which is the first refund amount they obviously owe me and I am sorry I didn't realize earlier I was probably overpaying them all the time, now I'll start checking all my previous claims as well. Thank you very much for your assistance. Georgia.

Sincerely,

***************************
Customer Answer
Date: 02/20/2023

Complaint: 19374434

I am rejecting this response because: See attached HIPAA

Sincerely,

***************************
Business Response
Date: 02/20/2023
Please accept this as Coast's response to ********************* complaint. The cost of the $487 is for 3 services total. Attached is the signed treatment plan and the account ledger. Additionally, the crown did get completely fabricated at the lab but was not delivered to you, we did not add the cost of the treatment to your account history as you did not accept delivery. We have provided the refund for the crown for what was paid minus the cost of the lab fees. No additional refund is due. If you dispute the cost for treatment for prior visits, you will need to reach out to your insurance company who will reach out to us directly to resolve. Please close this complaint as answered. Thank you.
Customer Answer
Date: 02/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I believe that the best way to resolve my refund issue and my overpayments, is for my insurance company to get involved. So we may stop the process from Better Business Bureau, since my insurance company has now taken over, they have all the required information and have already submitted a claim on my behalf.
Also, just to add, I never declined delivery of the final product, on the contrary, I was desperately trying for 2 months to schedule an appointment. The dentist at the ******************** location, clearly stated that the final product didn't fit, so we couldn't use it, this is why she requested a full refund on December 6th.

Sincerely,

***************************
Initial Complaint
Date:02/03/2023
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.
in 2020 Coast Dental was unable to continue orthodontist care for my daughter had to seek another Dr's help to finish care, I have been speaking with ****** the Office Manager, and her Supervisor **** since Sept 2020 keep being told my refund has been approved and will be reimbursed, I paid $975 for the ending treatment with Suncoast Braces. The account # for ********************** is ***** their phone # is ************. I have also gone to the corporate office in ***** and spoke with ****** left a message with her that she was going to talk with *** and ****** to see about getting the refund and now I can't get ahold of anyone at the corporate office. Needless to say, I would like my refund and I would definitely not recommend them to anyone This has been going on for two and a half years ridiculous!! Thank You I hope you can help me with this *********************** ********************* *********************** is the name on account
Business Response
Date: 02/17/2023
Please accept this as Coast's response to ****************. The office is currently working on getting this refund request set up. Once I have more information, I will be able to follow up. Thank you.
Initial Complaint
Date:01/30/2023
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.
I made an appt for a cleaning in the ***************** office. When I got there I was taken back for **rays. The first thing that seemed different to me was the amount of **rays that were taken. Then I was taken back to see a hygienist and she rated my gums. Per her rating, nearly 1/2 my gums were infected. I have never been told that gums were infected. There was no dr in house so I spoke to someone via telehealth. The recommendation was an extensive cleaning with antibiotic treatment which is not covered by insurance so it would be $550. But also, this appt is just a consultation so we cannot clean your teeth today, extensive or not. When I told the girl (essentially a liaison for the office who did the **rays and facilitated the telehealth) that I made an appt for a cleaning and no one told me that I would have to make another appt, her response was yeah that happens a lot. The office manager didnt seem to care and she essentially contradicted everything the girl told me about why I didnt get cleaned today and why it would cost so much. Apparently it was only like this because they had two people call out. Regardless lots didnt make sense and I left the office after getting the breakdown of the cost of everything. The office also was falling a part. The trim was off the floors in the **ray room showing exposed dry wall. The equipment boxes in the cleaning room I was taken to was exposed. The telehealth visit took nearly 20min to connect.
Business Response
Date: 02/01/2023
Please provide a copy of signed HIPAA form so I can respond with details. Thank you.

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Coast Dental is NOT a BBB Accredited Business.