Complaints

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

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  Coast Dental

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

• 

  Coast Dental

  26831 S Tamiami Trl Unit 48 Bonita Springs, FL 34134-7828

• 

  Coast Dental

  4388 Thomasson Dr Naples, FL 34112-6767

• 

  Coast Dental

  5445 Airport Pulling Rd N Naples, FL 34109-2044

• 

  Coast Dental

  2605 W Swann Ave Ste 200 Tampa, FL 33609-4039

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:03/13/2025

  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.

  Have been the legal guardian of a 24 F w/ an intellectual disability since *******. She had some expensive dental issues that ************* didn't cover in 2023, and I was able to put her on my medical/dental insurance at work in *******. She moved to a group home in ***** in ******* and I enrolled her as a new patient at Coast Dental *********************. She wound up going to 8 appointments and having 3 cavities drilled/filled and needing 2 root canals between 8/29/24 and 12/3/2024, and then she moved to a new group home in ******* in *******. We maxed out my dental insurance as of 10/23/2024. I kept up with any requested payments as we went. To date I have paid $2039.50 to Coast Dental *********************, and my MetLife dental insurance has made $783 in payments. I made my last payment for $304.50 on 1/23/2025.On 28 Feb 2025, I started getting texts and emails from Coast Dental ********************* saying I owed an additional $487.50. I checked and rechecked my MetLife dental insurance statements and as far as I could tell I had paid all but $44.50 of the Patient Obligations for these 8 visits. After many emails/phones calls with no responses, I visited the office in person on Monday 10 March 2025 and got a printout of the Account History Report. I see 2 payments missing from the Account History:* **************** card ending in 4430: $94 from 11/9/2024 * MetLife payment of $111 from 9/4/2024.I also see 9 services on the Account History totaling $299 that were never submitted to MetLife that I apparently owe. I called MetLife and they said there is nothing they can do about these $299 charges, they are not covered, half have no code, so I am just at the mercy of Coast Dental ********************* for whatever they want to charge. Consider those charges accepted.I am looking for the missing payments to be applied to the Account History (the $94 payment from 11/9/24 and the $111 payment from 9/4/2024) and then I will pay the remaining $282.50.Relevant statements attached.

  Business Response

  Date: 03/19/2025

  Please accept this as Coast's response to this complaint. Before any services are rendered, we provide a proposed treatment plan which shows estimated insurance coverage and estimated patient responsibility. 
  It is not a requirement or law stating that all services are to be submitted via claim processing as we do have your fee schedule with your insurance plan which states what they cover. Normally non covered items we would not submit to your insurance. Example, the item PANO **** code D0330) you paid $23 for, we did discount this item as the normal contracted rate for this at $76.00 which lists as patient responsibility. 
  We have located and confirmed that the missing $94.00 payment was accurately applied to your account on 11/13/24. However, we are not able to locate the payment from ******* in the amount of $111.00. The office has reached out to Metlife and ******* has not been able to confirm they sent us the $111.00. At this time, we are asking for you to contact ******* to get more information about the $111 check they sent for date of service 8/29/24. Can you please ask the following: 
  Was this a single check or bulk?
  How much was the total check?
  Can they confirm if the check was cashed?
  Where was the check sent and how, mailed or electronic?
  What date does it show on their end that we deposited the check? 
  Once we can get this information, we are happy to send to our accounting team to locate the missing payment and have it applied to your account, however we have been unsuccessful in obtaining the information from *******. Thank you. 
  

  Customer Answer

  Date: 03/28/2025

   
  
  Complaint: 23057376
  
  I am rejecting this response because:

  
  RE: the $94 payment that you identified from 11/13/2024: Notice by your own accounting that this comes from **** ending in 0560. I am asking you to properly apply the $94 payment from 11/9/2024 from **************** **** ending in 4430. I see that payment on my **************** statement which I submitted with the original complaint, but which is not listed in your Account History Report.

  
  RE: the MetLife payment of $111 from 9/4/2024: MetLife says they paid this single $111 payment by virtual credit card over the phone on 9/4/2024. The representative I spoke to today has pulled a trouble ticket and she says that their payment consultant will contact Coast Dental ********************* regarding this payment within 15 business days. 

   

  Regards,

  *****

   

   

  Business Response

  Date: 04/07/2025

  At this time, our records only indicate that you have made 1 payment for $94.00 on 11/13/24. Please provide a copy of the payment made for both transactions and we will be happy to locate the payment which you report as missing. Regarding the payment from *******, we do not take payment over the phone from any insurance carrier. They would have electronically sent the payment or in the mail but we do not speak with the insurance over the phone to receive payment. Thank you. 
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23057376
  
  I am rejecting this response because:

  I received a NexHealth text message on November 8, 2024 (attached screen shot) telling me I owed you $94 for a prior visit. I paid that via the text link using the ***** Fargo card ending in 4430 (statement transaction already provided) and that shows paid on my statement dated November 9, 2024.

  Kayla's next dentist appointment was November 13, 2024 at 2pm. When she arrived at the appointment, she called me at 2:05pm, I missed the call, and then called her back at 2:07pm (see screenshot of call log) and the office person said I owed $94. I said "I paid that over the text link last week." She said "well sometimes the system is slow and we don't see the payment right away." I said "If I pay this $94 now and the other payment shows up will I get credit for it?" and she said "Oh yes, of course." So I paid again using my *********** card ending in 0560, that statement-transaction is now attached, and I see that $94 dollar payment on your Account History.

  By the way, I got one of those "how was your visit on a scale of 1 to 5" prompts later on November 13, 2024, and I ranked your office a 2 if memory serves, and I specifically stated that I was annoyed that I had made a payment 3 business days before and why had that not shown up in your system yet.

  I trust MetLife will contact your office and together you will figure out why you can't find their $111 payment. All I can tell you is that I have a statement from them that they paid you. And their statements for me have been timely, clear and organized. 

  Sincerely,

  
  ***** *****

  Business Response

  Date: 04/09/2025

  Thank you for providing more information regarding how and when the additional payment was made. I was able to partner with our ********************** and confirmed they did in fact receive said payment. Payment from 11/8/24 card ending in 4430 has been applied to your account. Please see the updated ledger. The only payment we are now not finding is the Metlife payment, you provided the *** in the amount of $111.00. We have tried communicating with ******* and they have not been able to confirm payment. If you are able to speak with your insurance company to gather payment information such as how much was the total payment, when was the payment cleared, where was the payment sent. This would be helpful so we can locate this missing payment. At this time without ******* assisting us to locate the payment and not having the payment information we are unable to move forward with locating this $111 Metlife payment. Thank you. 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23057376
  
  I am rejecting this response because:

  After thinking about your comment that you never take payments over the phone, and looking again at my statement from MetLife, and considering that 2 different MetLife representatives on 2 different dates told me the same story that they had paid the $111 using a virtual credit card over the phone on 9/4/2024, I called MetLife again and asked exactly which dentist had been paid the $111 on 9/4/2024 for the 8/29/2024 visit, and they said Dr. *** *********. This is the dentist listed on the MetLife statement. (See attached.)

  I assume Dr. ********* is the dentist that performed the telehealth review of the radiographs. The dentist which, by the way, MetLife flagged as out of network even though I brought ***** to Coast Dental ********************* myself on 8/29/2024, making me wonder why I was being charged extra for an out of network dentist on the very first visit to the office which I specifically chose for being in network.

  At any rate, this appears to be a matter between your office and ********************** based on the way you submitted the claim to MetLife. I hope you are able to resolve it now.

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

  Business Response

  Date: 04/18/2025

  We have reviewed all Metlife payments received from 8/2024 - current and we are not seeing any payment for $111.00. I have followed up again with the insurance and they confirmed that no $111 payment was actually sent to us. We did escalate this matter with ******* and it was found that the payment was not sent to us but to a different address which we are not affiliated with. Due to ******* sending payment to the wrong place, ******* advised they are re-processing the claim for payment but to allow ***** business days for an update. Thank you. 

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23057376
  
  I am rejecting this response because:

  The issues are not completely resolved yet. Today is 9 calendar days since the last message from the business and I don't see the evidence of progress and I don't want this case to close out due to my lack of response. Based on the last response from the business on 3/18/2025, the insurance company indicated that they would work with the business to resolve the billing/payment issues from the 8/29/2024 visit within 15 business days (of the business's 3/18/2025 BBB response?) which I am estimating to be no later than May 7, 2025. I called MetLife on Friday 4/25/2025 asking if they see any activity on the account, any changes related to the filing for the 8/29/2024 visit, and the representative said no. Also the MetLife statement on the patient portal related to the 8/29/2024 visit have not been updated: they still indicate that Dr. *** *********, an out of network dentist, received a payment from MetLife of $111 on 9/4/2024 for the 8/29/2024 visit.

  I continue to receive balance reminders from Coast Dental ********************* via email and text roughly every Tuesday and Friday, and my account balance has only been adjusted once during this BBB case. The balance was reduced by $94 after my 11/9/2024 $94 payment from **************** card ending in 4430 was applied. The balance was updated between the 4/5/2025 and 4/8/2025 reminder text & email. 

  I continue to be optimistic that MetLife and Coast Dental ********************* will work together to adjust the filing for the 8/29/2024 visit and that my balance will be adjusted one more time as a result.

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

  Business Response

  Date: 05/13/2025

  Currently there has been no further development and still waiting on this missing check. We have attempted outreach a few days ago to get an update on the missing payment, however the insurance representative was now unable to confirm that we were being re-issued this missing check. We have done everything we can to locate this payment but the insurance has not ensured we were properly paid. At this point, the responsibility of the balance does befall on the responsible party of the patient. Please understand we submit claims as a courtesy and appeal as a courtesy, ultimately the balance is patients responsibility until the insurance payment has been received. At this time there are no further actions we can take. I strongly suggest working with your insurance to get this matter sorted. Thank you 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23057376
  
  I am rejecting this response because:

  I called MetLife on 20 May 2025, and summary of our discussion is here:

  MetLife continues to assert that the dentist indicated from the original filing was *** *********. ******* says they have 2 tax IDs on file for Dr. ********** and one is registered in ****, ** and the other is registered in *************** **, and they made a mistake and paid the Lutz, ** account. They are working to get that payment back and to pay the ******* Island dentist.

  NOTE to Coast Dental: MetLife is intending to ultimately pay ****** ********** *************** *****. If this is not the right dentist, please let MetLife know! Otherwise MetLife will pay the wrong dentist again! (***** went to Coast Dental ********************* at ****************************************************************************** eight times between 29 August and 3 December 2024, and 7 of the 8 times, the dentist on the filing was Dr. **** *******.) When I ****** *** ********* DDS *************** **, I do see his name associated with ************************** possibly he used to work at or maybe even still works at Coast Dental *********************. At any rate, please make sure that ******* has the correct dentist in the 29 Aug 2024 filing.

  MetLife says they are working to get the payment back from the wrong dentist and to pay the right dentist, and they also say that they will adjust the filing to show that the dentist was in network which may further adjust patient obligation. ******* says this could all take a few weeks. I will continue to monitor my ******* claims portal and will check into the BBB portal at least every 10 calendar days until I get an update.

  I know we are all tired of this but I probably have Asperger's and I just cannot bring myself to willingly pay money for someone else's mistake. I will fight this to the end. I have all the attention span in the world for this.

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

  Business Response

  Date: 05/23/2025

  We appreciate your assistance with obtaining the insurance payment. Coast has submitted the claim correctly with correct address and confirmed with the ******* representative. The representative explained that the claim payment should have been sent to the address listed on the claim form and advised there was nothing more we could do on our end. Please know that as soon as we receive payment from your insurance, we will promptly apply the payment to the account. Thank you. 

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23057376
  
  I am rejecting this response because:

  I can see on my MetLife patient portal that the claim for the service on 29 AUG 2024 was updated on 30 APR 2025. (Original claim # ************, new claim # ************). On the original claim, there was a $109 charge for D9995 Teledentistry Synchronous, which I questioned because I chose Coast Dental ********************* for being in-network. That $109 charge appears to have been replaced with a new $109 charge for D9985 for "Sales Tax." Sales tax for what exactly? I didn't buy anything. I paid for dental services which are not taxed in this great state of *******. Is this a real charge for a real service? So far I am not convinced. 

  Update on the $111 payment...MetLife sent me a check for $111 in the mail, which I was not expecting. I am mailing a check for $111 to Coast Dental ********************* today to pass through the reimbursement. I would expect you to get it Wednesday or Thursday.

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

• Initial Complaint

  Date:03/12/2025

  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.

  They give you an appt and you may be seen 3 hours later. I went three times each time telling them I need a Morning appointment because I pick up my grandson for my appointment at 10 I was called back at 12:15 to sit another hour. If this was once I understand stuff happens but every single time Im there. Plus I called for three week every day to speak to someone in the office I got no one. I left messages no call back from anyone. No one calls to confirm appointments. My room had liquid on the floor was told it was water but bathroom and waiting room was nasty so how do I know its water. They tell you you owe one thing and try to charge more. I received a letter from my insurance denied a claim cause it was charged twice

  Business Response

  Date: 03/13/2025

  Please accept this as Coast's response to this complaint. We are unable to locate any account with the name provided. Please provide the name of the patient for the appointment and date of birth. Thank you. 

• Initial Complaint

  Date:03/11/2025

  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.

  my son had a doctor appointment to and they told me the assurance didnt cover a liner for his teeth and I paid 285 dollars and when I go back to pick up the liner they told me my son is 13 years old his was unable to have this kind the liner they have to refund me the money and after that i have been called them the clinic told me the money have been pindind and now they said they not gonna refund me my money and I worked so hard i am a simple care giver and a single mother. can some one please helping me. the date I paid the money is :01/22/2025. Thanks.

  Business Response

  Date: 03/12/2025

  Please provide signed ***** and please confirm the name of the patient and their date of birth. Thank you

  Customer Answer

  Date: 03/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Michel *****

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) Date of service: 11/1/24.2) First notification of balance due: 11/19/24.3) Balance Paid: 12/10/24: $149.4) Confirmation email sent to personal email on 12/10/24.5) Payment reflected in transaction history for credit card; posted on 12/11/24.6) After a follow-up dental visit on 12/20/24, I showed the ********** office the confirmation email from 12/10/24. They stated they do not see the payment posted in the online system and they cannot post online payments themselves - the home office is responsible.7) Balance due emails and phone notifications continue.8) I contacted the ********** office again on 3/4/25. I forwarded the email to them and they confirmed I paid on 3/4/25, but that they cannot post the payment themselves - the home office is responsible.9) On 3/7/25 I called the ********** office again and they again told me not to worry and that hopefully the home office will post the payment soon.10) As of today, 3/7/25, I continue to receive balance due emails and phone notifications.11) We are approaching 90 days since I made the payment (today's date is 3/7/25) and the home office still hasn't posted it.12) I am sure the emails and phone notifications are automated, but this situation is ridiculous. I am also concerned about automatic reporting to credit agencies.13) I need something in writing that there is no balance due.

  Business Response

  Date: 03/13/2025

  Please accept this as Coast's response to this complaint. We are sorry to hear about the delay with posting your payment. Upon investigating the payment was located and applied to your account and the account now reflects a $0.00 balance. If you can provide a signed ***** we can provide the updated ledger. Thank you. 

  Customer Answer

  Date: 03/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/25/2025

  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.

  In 2023 my husband ****** ****** went in to have a tooth fixed. He was told he had to have a lot of work done and a permanent crown completed. We waited months, and the location (**********************************************************) was not able to get this done, they sent him to the ********************* location. By this time, his gum had grown over to where the permanent crown was going to be placed and a whole new impression would have to be done. My husband left with a temporary crown permanently attached to his tooth. At this point, this was months later, we had to seek treatment from another dental provider. We already paid for the service, and according to the office on ******* **, a refund request was sent to corporate in the amount of $400 (cost of crown only) and not the entire cost of the original payment. Fast forward now, months we have been told this is with corporate and still no refund. This affected my account I originally paid as the refund was not immediately processed and the card is now closed. Interest and other fees were charged due to the $400 not being refunded and me not being able to pay the balance having to go to another location. We would like the $400 plus the entirety of the original payment. We shouldnt have to wait over a year and a half when the request was sent over a year ago and had to jump through hoops to even prove the original payment method was closed. (We were also told by our local office that the only one that could refund this is the corporate office in *****, in which we have left numerous voicemails with)

  Business Response

  Date: 03/11/2025

  Please accept this as Coast's response to this complaint. We are limited on the information we can provide as we do not have a signed authorization to release information by ****** to provide to *******. I can confirm there is a refund pending a check. Checks can take 8-12 weeks to process and mail once we have received all approvals required. Approvals have been received as of 2/4/25. As soon as we have received the check back from our accounting team, we will get the check in the mail. Thank you. 

  Business Response

  Date: 03/12/2025

  There is nothing further to clarify, we do not have a signed authorization to release patient health information to *******. The form in question is completed at the office and has not been completed by the patient. At this time the refund is still pending with our accounting team. Once we have the check we will put it in the mail. Thanks. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22987416
  
  I am rejecting this response because: This is not an accurate statement as I was the one who was in the office and completed the paperwork for him and I know I am authorized.  But we can play this game. See an attached POA giving me authorization as well. 
   
  So it takes 18 months to get a refund? We have a papertrail with the local office as well stating how long it has been and what I had to submit to prove the original payment method was closed. There should be nothing preventing them from issuing a check refund. 
   
  Please push for this with Coast Dental as that was not an acceptable answer
  

  
  

  
  Sincerely,
  
  ****** And ******* ******

  Business Response

  Date: 03/19/2025

  At this time, the refund check has been requested from our bank. As soon as we have the check we will get it in the mail to you. There is no further information we can provide. Thanks. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 22987416
  
  I am rejecting this response because: Again this is not acceptable. We have been asking for the refund for over a year. Back in November again, they had an excuse and i advised them the original payment method and couldnt be refunded that way. Then they had me send proof that the original payment method account was closed causing me additional interest to be added to because the promotional period that this was applied to was not refunded back in time. We are only asking for the refund due. We dont want to go through having to obtain a lawyer for this. If we obtain a lawyer, then we will have all the information back and forth with the office, the lack of refund which caused us to pay interest of a promotional period and would then include them paying legal fees, on top of compounded interest, not completing medical care that was necessary and permanently adhering a temporary onto a tooth with an issue. Then pushing to have laser therapy on top of this. All this would end up costing them much more money than the $400. They are a corporation. They dont need to get a check from the bank. They need to understand this will be our next course of action. 
   
  Here is proof that they we continually are being told the refund has been approved and we are waiting payment months later:
  

  
  

  
  Sincerely,
  
  ****** And ******* ******

  Business Response

  Date: 04/11/2025

  Please accept this as Coast's response to this complaint. Upon partnering with our accounting team for an update. It was advised they sent this check out on 4/1/25. Please see attached copy of said check. Thank you. 

  Customer Answer

  Date: 04/14/2025

   
  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. We have received the check, however, I do still feel that this was inappropriately handled by Coast Dental. Thank you BBB for your assistance in the matter.
  
  Sincerely,
  
  ****** And ******* ******

• Initial Complaint

  Date:02/25/2025

  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 initially visited Coast Dental several months prior to this incident, with complaints of pain in my second molar. After taking X-rays, I was prescribed antibiotics and instructed to rinse with warm water before being sent home. Although the pain initially subsided, it returned months later and worsened, resulting in a severe infection requiring immediate extraction.On November 12, 2024, I returned to Coast Dental with the same issue. The dentist determined that my molar needed to be extracted due to the extent of the infection. I have dental insurance through ****************, with which Coast Dental is contracted. However, instead of billing my insurance, Coast Dental required me to pay $647.00 upfront for the extraction.After making the payment, I was taken to the dentist, who then informed me that she was unable to proceed with the extraction because she was not licensed to administer anesthesia due to the infection. As a result, I was referred to a specialist who could perform the procedure. Before leaving Coast Dental, I was assured that my $647.00 payment would be refunded since the service was not *********** is now February 2024, and despite multiple phone calls and in-person visits to Coast Dental in ********, I have yet to receive my refund. I have repeatedly been given excuses, false promises, and the run-around, with staff members claiming that the matter is in the hands of their corporate office and that the refund has been approved. However, I still have not received my money.This is completely unacceptable. Coast Dental failed to provide the promised service yet retained my payment. Their lack of accountability and failure to refund my money in a timely manner is both unethical and unprofessional. I am requesting immediate intervention from the Better Business Bureau to ensure that I receive my full refund of $647.00 as soon as possible.

  Business Response

  Date: 02/25/2025

  Please provide signed *****. Thank you

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22984009
  
  I am rejecting this response because: Please see attached release. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/26/2025

  Thank you for completing HIPAA. The refund has been generated by the local office for the amount of $615.00. In order to proceed with the refund, we require the original payment method to be provided or a letter from your bank stating that account is closed (if you no longer have that account). The local office has called and left you a voicemail requesting a callback so they can obtain the required refund information. Once we have received the correct refund information, processing will take a few weeks to complete. We ask that you return the call to the local office, provide the original payment information, which is an Amex ending in 3002 so we can proceed with this refund. Thank you. 

  Customer Answer

  Date: 03/01/2025

   
  Better Business Bureau:
  
  Dear Coast Dental,

  I appreciate your response regarding my complaint (ID ********* and find the proposed resolution satisfactory. However, I am still awaiting my refund of $647.00. I recently reached out to confirm my original form of payment, which you already have on file. Despite this, I am unclear as to why the refund process has not yet been completed and or why this process is projected to take several more weeks. Initially, I was informed that the payment would be applied as a credit for future visits, which is not acceptable for the following reasons:

  1) I have dental insurance that would cover future services.

  2) *********** for which I was charged was not rendered.

  At this point, while I acknowledge the response as satisfactory, I remain concerned about whether the refund will actually be processed. Until the funds are returned to my account, I cannot consider this matter fully resolved. I kindly request an update on the timeline for the refund and prompt action to ensure it is completed without further delay.

  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/17/2025

  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.

  On 2/29/24 I had an appointment to pickup my dentures from coast dental cascade office I tried them on. I had them to adjust them that day I was told to wear them to get use to them and if they wear still uncomfortable to make an appointment to come back I did that and never received an adjustment the office was either closed the day of the appointment or no one was available to assist me. I spent ******** for dentures I can't do anything with . I have called the corporate office several times in the past 3 months no answer from any of the phone prompts. I just want my money back this is bad business.

  Business Response

  Date: 02/27/2025

  Please accept this as Coast's response to this complaint. Our district manager has reached out and spoken with Ms. ******* It has been confirmed that Ms. ****** has been scheduled at an alternative location. Thank you. 

• Initial Complaint

  Date:02/11/2025

  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 am getting incorrect dental claim for dental services i took in April 2024. I went to their office, they said to ignore it and they will correct et the claim."Adult Prophy" is 100% covered by insurance still i am getting wrong claim.I am ready to pay for other services. But neither their sites gives **** option,nor anyone is contactable.

  Business Response

  Date: 02/11/2025

  Please provide signed ***** and please also provide a copy of your insurance during the dates in which we seen you. Thank you. 

• Initial Complaint

  Date:02/07/2025

  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 partner and I went to this dental practice and had services done on 10/9/24, 10/10/24, and 11/13/24. As of 2/6/25, my insurance company has still not received my claims for any of the work that was done or the pre-authorization that was supposed to be done. The dental office has advised me to get a new dentist because of this, and I told them that since they not only did not use the correct fee schedule, and that they charged for items that are covered under the insurance, that they need to reimburse us for the charges. Since this is now going on 6 months, I am requesting a 100% refund for both myself and **** ********. I have been requesting callbacks, from the district manager and this request was made multiple times, the latest two being on 1/27/25 and 2/6/25. It should not take almost 6 months to get a pre-authorization. ****** has stated that they have not received anything but the same claim from 11/13/24 four times and that you all were advised to reprice this. None of the claims received were complete, so none of them could be paid out.

  Business Response

  Date: 02/19/2025

  At this time, the office is working with the patient's insurance to resolve complaint. A verification of fees and contract is being completed. Once we have further information we will follow up. Thank you. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22908912
  
  I am rejecting this response because:

   

  as of 2/19/2025, I have not heard back from the District Manager for the Coast Dental, and no refund of the extra charges has been refunded yet.  In addition, the District Manager was supposed to set us up with their other location in ******* due to disagreements with the manager in ***************   I would still like this to happen, so please get back to us at your earliest convenience.  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/03/2025

  At this time the office and district manager are working to resolve the claim issue with the accounts in question, currently there is no additional information I can provide. Thank you. 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22908912
  
  I am rejecting this response because:

  Yes, the office and district manager are working to help me, but they have not resolved the issue yet, so I am unable to accept the response.   I am still waiting on the refunds that are due as well, as confirmation of which practice I will need to go to for the next appointment. 

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

  Business Response

  Date: 04/22/2025

  Please accept this as Coast's response to this complaint. The district manager has handled this complaint and has fully discussed with Mr. ******* regarding his requested refund and alterative location option. Thank you. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 22908912
  
  I am rejecting this response because:

  The District Manager has stated that they were going to REFUND the over-charged amounts, and to date, we still have not received any refund.   The four claims that were done for both my partner and myself were not done using the correct network fee schedule, as this was an insurance plan, and they overcharged us on all four invoices.   

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

  Business Response

  Date: 04/24/2025

  Please provide explanation of benefits from your insurance which confirms payment to Coast for the services you have received. At this time, we do not reflect any payment from your insurance. Without payment from your insurance, we are unable to move forward with any requested refunds. Thanks. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 22908912
  
  I am rejecting this response because:
  

  The EoB has stated and your district manager has contacted Humana about this and found that you all did not use the correct fee schedules that were required to be used.   Some items that you said were not covered were covered or were to be at no charge from ourselves (the client).   In addition, Humana still has not as of the last time that I checked with them, received all of the claims from Coast Dental, so there has not been an EoB available for those since you didn't submit the claims in the first place.  

   

  Please submit all 4 x claims for both ***** ******* and **** ******** to Humana DHMO plan for the EoB, and then follow the correct fee schedule.   If you do not receive a payment, that is not the fault of myself (the client), as you didn't do what you were supposed to do.   As of 4/24/2025, some of these claims are over 6 months late being submitted.  You already know that the cleaning that you charged $298.00 each were supposed to be billed at $60 each.   The panoramic x-ray that were charged $17.50 was supposed to be billed at $0.00 per Humana.   Due to the age of these claims and your non-payment / refund, you need to handle this immediately or we may have to go to the Department of Insurance / Professional Regulations Division.  

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

  Business Response

  Date: 04/24/2025

  At this time without documentation from your plan stating that we incorrectly billed you or that they paid for said services, we are unable to move forward with any adjustments or refunds. I have included the *** we have been provided by your insurance as well as a copy of the ledger. Due to unable to come to an agreement, please reach out to your insurance to submit a grievance so we can properly work with your insurance for clarification. Thank you. 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 22908912
  
  I am rejecting this response because:

  You are not even reading the actual EoB.   On the EoB, it says that the code mx is next to the procedures and those are supposed to be charged based on the *** NETWORK FEE SCHEDULE for HUMANA.   You are not allowed to charge the full price.   You would be charging that if the procedure was done by a specialist, but in this case, the procedure was done by a hygenist, and not a specialist, therefore, it should of been charged at $60 each for myself and Jean's as well as you charged for the pano x-rays, when the insurance specifically states that they are covered with no cost.   Unfortunately, you never submitted all of the claims to Humana, so I do not have all of those to even reference or provide, but when I call, they tell me what the correct patient responsibility is from the claims department.   By my doing this complaint, this could cause you to be delisted as an in-network provider with ******, and I will still be starting that procedure unless you process the refunds correctly.   

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

• Initial Complaint

  Date:02/05/2025

  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 receive dentures that did not fit. I returned them three times to have them adjusted and nothing worked. The dentist do not lineup in my mouth properly. I call my insurance companyand they stated that I would have to do an appeal. I talk to Coast dental about the situation and was told there was nothing they could do if I dont get a refund I will have to pay for dentures myself Im on a fixed income. I cannot afford it. Self-esteem has dropped. Dont smile anymore not eating properly and need some help.

  Business Response

  Date: 02/10/2025

  Please accept this as Coast's response to this complaint. The office has been informed of this complaint and has attempted to reach you to discuss as well as bring you in for an evaluation. The office explained they left a voicemail requesting you to return their call. You can reach them at **************, selecting option 3. No further action will be taken until you have been evaluated and discussed with the office. Thank you.