Business Profile

Dentist

Coast Dental

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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:01/15/2025
Type:Order 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.
Date 12/13/24 Amount paid by patient 0 Amount billed Insurance paid Patient ID ***** Cleaning D1110 $183. $26.75 Fluoride D1206 $78.....$35 Dispute: for the 2nd time in 2 years, this Coast Dental office demonstrates poor billing practices. After being reimbursed by the insurance company for the contracted prices, Coast is trying to bill me. They first sent me 3 texts then a letter that state I owe $75. Then they changed it up and sent 3 texts stating I owed $48.25. They have a contract with the insurance company. They need to go back to the insurance company.The last 6 years ******************* have always been completely covered by insurance. Nothing has changed except the billing person at Coast and perhaps their billing practices.The company has not tried to resolve the issue. When I spoke with ******* the 1st time she said she would contact the insurance company. She never did contact them; when I called a week later after receiving texts and the demand letter, she said she didn't have time. I said Coast has a contract with the insurance company for services and prices; contact them. She raised her voice first, then claimed I raised my voice, she cautioned me on raising my voice, then she hung up on me.Therefore I went to Coast Corporate and filed a complaint, same as this one, and they started what they call an escalation. They claimed they would call within 3 days, but based on the complaint I filled with them 2 years ago, they delay weeks and months until I make a complaint to BBB, I guess hoping the patient capitulates.I notified them 3x by text and once by voice with ******* that if they continued to send collection texts then I would submit a BBB complaint.For some reason I can't upload without error the corrections letter from Coast, nor the 2 Explanations of Benefits from the insurance company showing amounts they paid to Coast Dental.
Business Response
Date: 01/15/2025
Please provide signed *****. Thank you
Customer Answer
Date: 01/23/2025

Complaint: 22813545

I am rejecting this response because: See attached release.

Sincerely,

****** *******
Business Response
Date: 02/06/2025
Please accept this as Coast's response to Mr. ****************** is an insurance issue. The office has spoken with you and explained that your insurance incorrectly paid out on the claim which caused the balance. We have contracted rates which we have explained the difference between what your insurance paid a couple months ago to what they paid for the date in question. Due to the insurance not fully paying the correct contracted rates, we call it a short-paid claim, which is why you received the bill.
The office has submitted an appeal to our escalations team and has advised they would reach out to you once they have further information. However short paid claims take a while to resolve because we have to go above their claims department via escalations.
As the patient, you are welcome to take up the contracted rates with your insurance, however you should already have a copy of your fee schedule when your benefits were mailed to you by your insurance back in the beginning of 2024. Or if you have a portal to view your insurance, you can always check there as well. Benefits to look for are for 2024.
Thank you.

Customer Answer
Date: 02/07/2025

Complaint: 22813545

I am rejecting this response because:

The resolution is simple: Stop sending me, the patient, demand texts when your issue is with the insurance company.

Coast can bill whatever it wants... it could charge $1,000 for prophylaxis and $1,000 for varnish.

Here, Coast tried to overcharge $183 for D1110 Prophylaxis, and $78 for D1206 Fluoride.

But, Coast has a contract with Ambetter for $26.75 for prophylaxis, and $35 for fluoride varnish. As shown on the two attachments, those bills have been paid by Ambetter. Further, in the bottom left of both of those documents, it shows "Member Responsibility $0.00."

Coast is destroying their goodwill by perpetuating this issue and sending the patient demand texts and letters. If you persist, I will file letters with my Congress people and whoever manages insurance companies.

I don't care what you call it, it's still balance billing. From my research, balance billing is illegal. If you don't fix it this week, you have lost me as a customer. If you don't fix it this week, I will ensure that all my friends, all my acquaintances, all my coworkers know to never use Coast Dental.

This is a problem caused by your own employees and your own methodologies. Fix those first.

And, stop sending me those demand texts. I'm not paying you one more dime. You're destroying your good will.

Sincerely,

****** *******
Business Response
Date: 02/07/2025
This is not balance billing. When you come to Coast, you sign a financial agreement which states that if your insurance does not cover the cost of your visit, you the patient are liable for the cost of the service provided. If you feel this is invalid, please reach out to your insurance. Coast is escalating the claim however it would be in the best interest that Mr. ******* also reach out to his insurance. At this time, Coast is not taking further action until this claim has been resolved. Thanks.
Customer Answer
Date: 02/07/2025

Complaint: 22813545

I am rejecting this response because:
Coast had not stopped the incorrect, harassing demand texts and letters. You are wasting your employees' time and effort...and money.
Unlike Coast representative ******* said she would do 3 Jan 25 but never did, I actually called my insurance company on 7 Jan 25.
They said the contract with Coast was for $26.75 for cleaning paid OOA 12/27/2024, and $35 for fluoride paid OOA 12/31/2024. Total $61.75.

Your company agreed to the contracted amounts, otherwise there is no reason for patients to have insurance! We go to insurance and pay premiums *** have a contracted amount to pay. Otherwise it'd always be different, because, ya' know, medical providers :(.

You haven't even detailed what the $48.25 is for. As far as we know you pulled the number out of thin air. Otherwise it would be specified. I good billing operation would have already specified how they arrived at the $48.25 number. Instead, Coast just throws out a random number to see if it will stick.

Tell us Coast, how did you come up with $183 for a Prophy and why did it change from $183 down to $26.75? And from $78 down to $35 for fluoride? Because, you make up numbers, until the insurance company reigns you in to the accepted contract price.

You won't call Ambetter because they'll tell you the same thing they told me, that they've paid the agreed amounts and the member owes nothing else.

But fine, ya' scrappy, rotten company.
I called.
I called Ambetter AGAIN and spoke with ***** *** of Ambetter of Florida. Nice, helpful Filipina, unlike ******* at ************

***** *** asked me to do what Coast *********** apparently can't, to call the Centene claims Center ************. I spoke with ************************* rep ********, extremely helpful. Understood my complaint, and didn't hang up on me.

The problem is, Coast Orange Park's poor billing practices caused a mistake in their first claim for both dental services on 13 December 2024.

Because of the first mistake, the provider had to submit a corrective claim CC CDT Code 1206 for Fluoride because the Coast Claims handler "LEFT THE AMOUNT BLANK. Bill amounts can't be 0."
That was #**************. It was paid 30 Dec 2024
But, the first claim #************** was also paid.

There are 2 EOBs: 19 & 30Dec. The claims are PAID!

Now Coast, go square away your billing departments, get off your butts and GO LOOK FOR THE PAID CLAIMS!

Again, Ambetter/Centene paid the agreed fees from the contracted Fee Schedule, 38 days ago. Yet you continue to harass your patient with demand texts.

How stupid can you possibly be to drive your customers away over mistakes YOUR ********************** Orange Park employees made?? Go reprimand your Orange Park billing person.

And stop harassing me with mistaken, offensive demand billing texts for $48.25!

Sincerely,

****** *******
Business Response
Date: 02/18/2025
The claim has been escalated within your insurance company and the claim will be paid according to our contracted rates, $75.00. I am still not seeing that any fee schedule has been provided by Mr. ******** Please provide. Thanks.
Customer Answer
Date: 02/19/2025

Complaint: 22813545

I am rejecting this response because:
Coast *** wrote, "I am still not seeing that any fee schedule has been provided by Mr. ******************* would I, the patient, provide a fee schedule? Seems like a ridiculous request, but matches recent experience from Coast.
But ok, attached is Coast's Fee Schedule.
Sincerely,

****** *******
Business Response
Date: 02/25/2025
The item provided is not the fee schedule for your plan, the item provided is a smile plus plan which is a discount plan. At this time, we are still working with your insurance to clear payment for the remaining balance. Thanks.
Customer Answer
Date: 02/25/2025

Complaint: 22813545

I am rejecting this response because: I'm sorry, but I can't think of another way to say it, the Coast Dental *** must be an idiot. They WORK for the company yet ask the patient for a fee schedule; worse is they provide no reason for the request. Then when I provide one they complain it's the wrong one. Why didn't you tell us which one you wanted?
If you wanted the fee schedule why didn't YOU search for the fee schedule in the first place; it must be on your company's website and you have better access than me.
If Coast Dental doesn't provide fee schedules, who do you expect to produce it, the insurance company? Isn't that part of your contracted rates? Go look at the contract for heavens sake.
I am stupified you would even ask me for a fee schedule at all; let alone place the request on this thread.
Does your boss know you'd ask such a ridiculous question in a public forum? Oh, you're not even aware how ridiculous a question it is, are you.
I called the insurance company. "The dental company provides the fee schedule." Now go look for it.
I called Coast 4 times; different offices; there is no answer.
Sincerely,

****** *******
Initial Complaint
Date:01/10/2025
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.
My husband who now is deceased was going to have dentures made at coast dental at the ***************** office in ** they took one impression of the teeth which he paid $600 out of pocket to get this done unfortunately he died during this process i called the office several times and they were giving me the run around then the district manager said she was going to send me the money ihis spouse then they called me from the tampa office and they wanted a copy of his death certificate and a copy of his will he did not have a will but i was willing to send them the desth certificate and what ever else they needed have not heard from them i recommend anyone who wants to go there go somewhere else they are incompetent
Business Response
Date: 01/13/2025
I am unable to locate any patient by the name of ******* *******. If the account was for your husband, you will need to provide his information. Additionally, due to ***** regulations if we do not have a signed patient authorization to release with your name on it, we would not be eligible to speak on the account. Thank you.
Initial Complaint
Date:01/10/2025
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 was charged to $119 for a service that was a free exam as advertised. When I went there, the front two ladies at the ******** office on ********** were very rude. They stated their computers were down and all the paperwork I had filled out on their website could not be obtained. I showed them a coupon i had for a free exam and x-rays. I was kept waiting an hour with nobody in the waiting room. Dr. *** and the x-ray tech were very nice and did a good job. The front two ladies of the office were pathetic, Rude, Lazy and combative. I was charged $119 upon leaving or they would call the police. I paid $119 and I proceeded to call the police as these two individuals were unprofessional. I showed the coupon that was on my phone To the front office and they stated they could not access to computer and would not honor it. I demand a full refund and will never ever go near this company. I see many dissatisfied, customers, writing, poor reviews, complaining about this company. Stay away from this company or you will be sorry.
Business Response
Date: 01/13/2025
Please provide signed *****. Additionally, please confirm that you do not have insurance and provide the coupon which you had requested the office apply to your services. Thank you.
Initial Complaint
Date:01/07/2025
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.
When I went to Coast dental to have the initial exam to see what needed done they sent into my insurance company this code D7210. When I went in on December 5 to have the procedures done, I requested not to have the items that were not covered by insurance though I had two items done on there and I paid out of pocket $250. When they sent into Insurance for everything that was done that day they changed the code to D7140, They also put in for things that were not done for the insurance to pay, even though they knew insurance did not cover those. I had a three-way call with the insurance company and coast dental office today, and my insurance company explained that they changed the code that this was how much they were going to pay for that procedure because that is what was sent into them first. The dental office then turned around and said I would have to pay for the difference in which I told them. No, I would not be. This is a scam you were trying to pull. I will tell anyone that wants to listen to never go to Coast dental. they made temporary dentures for my bottom as the dentist is putting it into my mouth. Shes like oh my goodness this is rather large so I had to end up paying for something that didnt even fit. I have never seen such a bad run dental office in my life and trust me I have been too many.
Business Response
Date: 01/08/2025
Please accept this as Coast's response to this complaint. The office has attempted to reach Ms. ******** we ask that she please return the call and speak with the office. You can reach the office directly at *************** selecting option 3 will get you to the office. Thank you.
Initial Complaint
Date:01/06/2025
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 active duty and was changing duty stations back to ** in April of 2024. I went to Coast Dental with a veneer that came out and they were able to place it back on. A week later it came off and they indicated that I would need to get it replaced with a crown, and took an impression. I insisted that it had to be cleared with ******** ADP as I am active duty. (I was unable to get a dental appointment on ******* within the next couple months.) After about a month Coast Dental called and told me that the procedure was approved by insurance and on 6/4/24 I had a cleaning performed and a crown installed. I signed paperwork that I owed $0 before the procedure and paid $0. About a month later, I started to receive emails that I owed ~$700 to Coast Dental. I called and talked with ******** in the office, who had been dealing with insurance. She indicated to ignore the emails as the office manager had not filed correctly, but they no longer had an office manager and had to hire one to correct the mistake. I keep getting emails and started getting weekly texts and mail that I owe Coast Dental money and the amount now has increased to over $900. I have called the office no less than 10 times. I left numerous messages and asked for call backs to address the problem, unable to speak with ********. They only will call to schedule a cleaning but not address the insurance misfiling.I last called the office Dec 2024 and again asked to talk to anyone the could help. I was told that ******** who was dealing with my account had no longer worked there and Coast Dental does not currently have an office manager. I was told they would call me back the following week. I have not received any response and continue to get emails, texts and paper statements indicating I owe them $921.18 I refused to have cleaning or work done by Coast Dental until insurance was approved and we agreed agreed cost was $0. I want Coast Dental to cancel the billing and to NEVER contact me again.
Business Response
Date: 01/13/2025
Please accept this as Coast's response to Mr. Carrier. We apologize for the confusion this billing process has caused. Upon investigating, it was found that we did not receive full authorization from your insurance before services were rendered, this has been addressed with staff to ensure that this does not happen again. Additionally, it was found that some of the services provided are considered inclusive (included) to the services your insurance did approve and pay for which is where most of the bill was coming from. Due to these reasons, we have gone ahead and fully adjusted your account to bring it down to a $0 balance. Adjustments have been completed, please see the attached updated ledger which reflects a $0.00 balance. To further resolve your complaint, we have updated your communication preferences to prevent future communication via email or by text. Thank you.
Initial Complaint
Date:01/06/2025
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 had a standard teeth cleaning performed in November 25, 2024. I checked Coast Dental's website and called their office to confirm that they accept my dental insurance, Delta Dental. I submitted all required proof of insurance prior to the appointment. While at the appointment, the hygienist told me my insurance wouldn't cover the appointment, so I said I would leave and that there website and their front office staff said it would be accepted. Then he walked out and then came back and said he got it approved but not for the full amount and tried to charge me over $100 for my end, trying to get me to buy a toothbrush and toothpaste that I did not ask for. I ended up being charged $86 for my "portion." A few days later, I started getting texts and emails that I owe $129. I texted back and I did get a response saying that it was the amount the insurance wouldn't cover. So I called my insurance and they looked and told me a claim was never submitted from Coast Dental. I texted this response to the Coast Dental number that has previously answered me and they said they did not know how that could have happened and gave me the number to the ************* I have called the ************ five times now, left a message three of the times, got added to the call back list one of the time, and got a live person once. The live person said it would be looked into and then hung up. I have not received a call back any of the other times and am still getting the emails and texts saying I owe $129. I have texted the number back that I was getting a response from but they have now stopped responding. I believe this company is trying to **** customers and get more money than an insurance company would pay. I am worried they are going to try to get this bill to go to collections and that I will need to legally fight them.
Business Response
Date: 01/21/2025
Please accept this as Coast's response to this complaint. The district manager is working on this complaint directly with the patient. Thank you.
Initial Complaint
Date:01/03/2025
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.
I paid Coast Dental Perimeter over $1,900 for 2 permanent crowns. I had an appointment on December 11 to have the temporary crowns replaced with permanent crowns. I arrived for the appointment and found that the office was closed and continues to be closed. Ive made numerous calls to their call center with promises that someone will call me about my situation. The calls never come.Hope you can help. Thanks
Business Response
Date: 01/08/2025
Please accept this as Coast's response to this complaint. Upon investigating, the office explained the service has been completed. If any further action or response is requested, please provide a signed ***** form. Thank you.
Customer Answer
Date: 01/10/2025

Complaint: 22761903

I am rejecting this response because:

Sincerely,

*** ********************************* is only partially completed. I was left in a lurch for over 2 weeks when the **************** closed. Calls to the office were not returned, nor were calls to the corporate office returned. This business in my opinion is not worthy of a license to operate. I would also question the competence of the dentist who treated me at *********. He provided me with 2 temporary crowns which came out 2 hours after they were implanted in my mouth. I had to make 3 trips back before they were properly placed in my mouth and that was by a dental assistant. I could go on and on, but this corporation is totally lacking in customer care skills.
***

Customer Answer
Date: 01/14/2025
I cant access the Hippa form, would you be happy to sign it.
Initial Complaint
Date:12/20/2024
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.
-6/5/24 Routine periodic dental exam and xrays at Coast Dental, ****************** -about 7/16/24 received bill for $138.00 -7/17/24 online payment to Coast Dental -8/12/24 in person visit to Coast Dental, ************** after realizing that ************** was not reflected on statement. I was told no other payments had been received. I checked **** website which showed a payment of $156.00 was made on 6/27/24 -8/15/24 in person visit to Coast Dental, **************. Provided copies of GEHA payment.-9/19/24 In person visit. Told to expect $138.00 refund within 3 weeks.-11/7, 11/8, 11/24 Msgs left with corp. billing & Patient Relations, Tampa **. No response.-11/12/24 In person visit, off. mgr. resubmitted request for refund.-11/29/24 Peachtree City office requested **** # for refund.-12/6/24 request elevated by ***************-12/19/24 In person visit. No activity shown on ****. Account elevation requested again by Peachtree City 12/19/24 Used "contact us" number on website. Agent said she will "escalate" refund request.
Business Response
Date: 01/03/2025
Please provide a corrected HIPAA form. The one provided has the BBB listed instead of Coast Dental. Thank you.
Customer Answer
Date: 01/17/2025

Complaint: 22711038

I am rejecting this response because: See attached corrected form.

Sincerely,

******** ******
Business Response
Date: 01/17/2025
Thank you for providing an updated HIPAA form. Please note that the form should be completed under the patient. We are limited on information we can provide back. Can you please have the patient sign and return? I did research this refund, and it was found that we were not provided with the original payment to process the refund. We require either the original payment or a letter from the bank confirming the status of the closed account. Overall, please provide signed ***** by the patient, provide the full card number and expiration date for the original card used for payment, ending in 7770 or a letter from the bank confirming the closed status of the account. Thank you.
Customer Answer
Date: 01/20/2025

Complaint: 22711038

I am rejecting this response because: The corporate billing office appears to be confusing my account number with my credit card number. Please see attached documents.

Sincerely,

******** ******
Business Response
Date: 01/22/2025
This HIPAA form is invalid. Patient in question is required to sign the document; the document provided does not have an actual signature and is a paper cut out of the signature taped to the form. It's imperative for this complaint moving forward that the proper HIPAA document is provided. Additionally, please provide proof of payment with the card number listed. A receipt and or billing statement would work. Thank you
Customer Answer
Date: 01/31/2025

Better Business Bureau:

I have received the refund due me and am satisfied with this result.

Sincerely,

******** ******
Initial Complaint
Date:12/10/2024
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.
Coast Dental ******************************************************************************* owes me a refund of $398. In May 2024 I visited them to see if they would accept my ************************** After several visits office manager ****** said NO they would not accept Aetna. So I contacted Aetna & was told to submit my dental expenses directly to them. My first visit on 5/20 was for oral evaluation & complete intraoral (codes:00150 & *****) & I also purchased ************************* Plan from Coast for $99. This plan paid for this visit plus 70% discount on ******************* services. My Aetna PPO would reimburse me up to $2K for the year. My dental visits were on 5/20, 6/6, 6/27, 7/25 & 8/15/24. I didn't request money back from ***** for my 1st visit knowing I would exceed the $2K maximum by August. When I sent Aetna my last bill in August they refused to reimbursement me saying I had already reached my maximum plan limit for the year. I was at $1602 at that time just $398 short of my maximum. I called Aetna to find out what had happened and was told the dental office had already billed Aetna for that May visit for $398. Since my 1st visit to Coast they have gone through 3 office managers and to date they don't have one. On 8/26 I talked to office manager ****** about the refund and was told I'd get it within 4-6 wks. This is when the run-around began. I went back on 10/3 and spoke to office ****** ****** who said they did owe me a refund of $398. On 10/17 ****** said we both needed to complete paperwork for the refund and that the refund WAS APPROVED. I would receive it in 4-6 wks. Visited office on 11/19 & 12/1. On 12/5 ****** told me I would receive the refund on 12/6. On 12/6 ****** called stating they were refusing me my refund. I paid for all my services upfront at the rate provided by SmilePlus Blue plan. Coast Dental had no business billing ***** since they told me they didn't accept that insurance. That was my job. I want my $398 refunded to me.
Business Response
Date: 12/11/2024
Please accept this as Coast's response to this complaint. One of our corporate employees reviewed this account in detail and has reached out to Mr. ****** to discuss the situation and communication has been completed with his insurance. At this time, no further action will be taken. Thank you.
Customer Answer
Date: 12/11/2024

Complaint: 22661683

I am rejecting this response because: A Coast Dental employee did contact me on Tuesday afternoon 12/10... This person didn't identify herself to me by name only that she worked for Coast Dental.. She wanted to do all the talking and cut me off by saying many times "are you going to let me speak"... She was claiming that what I was doing was insurance fraud.. She then hung up on me... So before my first visit they get to tell me they don't take ***** Eagle PPO... They then sell me a SmilePlus Blue Plan for $99 which does paid for that visit and then they bill ***** for the $398 that the SmilePlus Plan covered.. So now the women told me they would be returning the $398 to *****... I believe that by them returning money to ***** they were the ones who committed Insurance fraud .. Why would Coast Dental sell me ********* knowing I already had Insurance ??? ***** Eagle PPO covers up to $2000 in dental work for the 2024 year... They had paid me back $1602 up to my last visit with Coast Dental... My last claim was denied because ***** stated I had reach that limit of $2000... That $398 was my money not Coast Dentals... By the way.. The person who answered my BBB complaint misspelled my last name..

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

Business Response
Date: 12/12/2024
Please accept this as Coast's response to this complaint. Coast is not moving forward with any more responses to this complaint, we have communicated with his insurance plan as it was discussed with him during the call, we will await their response to inform what action we will be taking moving forward. Thank you.
Initial Complaint
Date:12/09/2024
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.
**************** $1,192.00 dob: ********** On **************** I received a crown replacement, D2740 and paid $1,192.00. $1,112.00 on January 8, 2024 and $80 on August *******. I submitted the claim myself to Cigna and in November I was informed my responsibility was $490.00. After Cigna processed the claim I informed Coast Dental that I was overcharged and the difference is $702.00. I contacted ******* ***** at Coast Dental, ************************************ and she informed me on 12/06/2024, that it was sent to Corporate and it's a long process.
Business Response
Date: 12/10/2024
Please accept this as Coast's response to this complaint. Upon investigating and speaking with the employee in question, a refund has been entered however we are missing information needed to process the refund. ******* has advised she called and emailed you requesting the information. Please kindly review your emails and or voicemails and return the communication. You can also reach the office directly by calling **************, select option 3 so you can get to the local office to provide the requested information. Thank you.
Customer Answer
Date: 12/19/2024

Complaint: 22652430

I am rejecting this response because:
I spoke with ****** (no last name given) on 12/11/2024 and explained to her that I need to know why I was charged and paid $1,192? How did they come up with that amount. She was going to find out and let me know and she has not. I also asked the same question multiple times to ******* ***** and she still hasn't responded. I also need to know how much my refund is for and I still have not been told that. On December 11, 2024 ******* ***** included in an email codes Code 2950 Build up and Code L2999 Laser treatment that was not included when I submitted the claim to Cigna myself. When I asked why these weren't included on the original claim that she sent me in October 2024, again she didn't answer.
1. I want to know how much my refund is for and how you got that figure.
2. Why I was charged $1,192.00, where that figure came from?
3. Why my claim was not submitted to Cigna?
4. Why ******* told me, I believe August 2024, my crown is not covered.
5. Why was there only one cpt code on the claim that I submitted and then ******* ***** added two more in a response email to me?
6. When will I receive my refund.

Sincerely,

******* ******
Business Response
Date: 12/20/2024
These questions need to be directed to the office who has been trying to reach you to discuss. Please provide dates and copies of call log confirming attempts to reach *******. The local office is handling this complaint moving forward. Thank you.
Customer Answer
Date: 12/20/2024

Complaint: 22652430

I am rejecting this response because:
I have already directed these questions to ******* in an email more than once.
The only answer that I get from her is "We are not coming up with the same number and Corporate will determine the refund once they review your account..."

Sincerely,

******* ******
Customer Answer
Date: 12/27/2024
Has Coast Dental been asked to provide dates and copies of call log confirming attempts to reach me?
When will ******* ***** and ****** be told that the local office will refund my money because each says that the other is supposed to be doing it?

How exactly has the local office trying to contact me? By email, by phone? Who told you that the office has been trying to reach me to discuss and will you have that person respond to my emails since ******* ***** responds by saying:
I have sent it to Corporate
my end shows different than what you sent, it's a long process or ignores my questions?

Business Response
Date: 01/08/2025
The office has attempted to reach this patient multiple times however have been unsuccessful. Please return the call to the office. Thank you.
Customer Answer
Date: 01/11/2025

Complaint: 22652430

I received a voice message from ******** on January 8, 2025 and I returned her message by email ************************************* on January 8, 2025. See Attached.
I am still waiting for a response by email to all of my questions.
Sincerely,

******* ******
Business Response
Date: 01/13/2025
At this time, any further communication will be between the patient and the local office. Thanks.
Customer Answer
Date: 01/13/2025

Complaint: 22652430

I am rejecting this response because:
This is more of the same useless non answers I have been getting from Coast Dental since November 2024 because you refuse to research and confirm that I am owned a refund of $702.00 and you refuse to instruct the local office to respond to the email I sent them on January 8, 2025.

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

Customer Answer
Date: 01/17/2025

Complaint: 22652430

I am rejecting this response because:

Friday, January 17, 2025
I find it offensive that Coast Dental has finally decided to acknowledge that it owes me a refund after having asked multiple times since November 2024 and after wrongly accusing me multiple times of not responding.
Furthermore, ******** left a voice message on January 8, 2025 @ 10:57 a.m. offering me the option to respond by phone or email. Despite my repeated attempts to reach out via email to ensure a written record of our communication, Coast Dental has continued to ignore my questions and concerns.
It is both dishonest and insulting for Coast Dental to claim that they have reached out to me multiple times without a response, as this is simply not true. I have been proactive in reaching out via email to the provided address ************************************** yet these attempts have been consistently ignored.
Given that Coast Dental has repeatedly accused me of not responding, I would like to ask what evidence they can provide to support these claims. If they are so certain that they have contacted me multiple times, and I have not responded, surely there must be a record of these attempts. Why would a professional dental practice like Coast Dental behave in this manner?
I find it extremely concerning that Coast Dental continues to use the expiration of my card as an excuse for not processing my refund,when this is clearly not the root issue. The real problem is their lack of responsiveness, passive-aggressive behavior, and overall unhelpfulness throughout this entire process. I am not beholden to arbitrary corporate rules that have only been implemented as a way to avoid taking responsibility for you overcharging me.
Attached are my question again for the fourth time!

******* ******
Business Response
Date: 01/22/2025
At this time, without the requested information being provided for the refund, we are not able to move forward with the refund request. The attached document reflects 1 communication attempted from consumer. In order to proceed with any refund, we require the original payment method or a letter from your bank confirming the status of the closed account. Once we have received the required information we will proceed. If you have further questions, you are welcome to call your dental office to discuss. Thank you.
Customer Answer
Date: 01/25/2025

Complaint: 22652430

I am rejecting this response because:
Coast Dental waited 7 days to respond with the same time wasting, non-answers as before. You continue to state that: without the requested information being provided for the refund, we are not able to move forward with the refund request. While at the same time repeatedly citing that corporate wants a letter about my expired card is just more proof of how disingenuous Coast Dental is because corporate has informed me on multiple occasions, through the BBB website, that my refund is to be handled by the local office. Therefore, it is not a corporate issue. I want the money that you owe me.
And furthermore, even if it were, Coast Dental has still refused multiple times to tell me how much my refund is for? Is it for $30,$50, $75? HOW MUCH IS MY REFUND FOR?! I have sent the requested information multiple times to ************************************* and the BBB website since November 2024. The previously attached documents mentioned, were screen shots of the communications with Coast Dental that have all been ignored. Why wont you instruct your local office to respond to my email chain?!

I would like a letter from corporate / the local office, to explain in detail why I was charged $1192.00, how much is my refund for, since the local office has finally conceded that after two months that I was overcharged and am owed a refund, how promptly I will receive my refund, why I was told multiple times that my claim was sent to Cigna and the only claims they received were from me as late as October 2024?!
Attached are my unanswered questions again for the fifth time.
******* ******
Customer Answer
Date: 02/06/2025
Coast Dental has repeatedly dodged my inquiries for nearly three months now, offering nothing but evasive non-answers.
Again, Coast Dental has refused to tell me how much I am owed and the other multiple questions that I have repeatedly asked! If you get the card that you want, you'll tell me how much my refund is for and you'll answer the other question that you have so far repeatedly refused to answer? Since my refund is to be handled by the local office as stated on 12/20/2024:"The local office is handling this complaint moving forward. Thank you," you are instructed to move forward and refund my money on the card I sent to ******** by email on December 10, 2024 that ends in 8978.
You dont need another card number because you already have the one that was given to you almost two months ago. You must refund my money without further delay!
I expect my refund in full on my card ending in 8978 no later than Friday, February 14, 2025.
**** ******
Business Response
Date: 02/17/2025
At this time, we still have not been provided with the required card for the refund. Our refund process requires the original payment for processing, and the original payment ends in 9171; which is not the card you have provided "2 months" ago. This process has been explained to you via the BBB process and to the BBB *** as well as the local office explained it to you. Until that payment has been provided or a letter from your bank confirming that the account has been closed, there is no further steps we can take to resolve. Please provide the required card information so we can proceed. Thank you.
Customer Answer
Date: 02/17/2025

Complaint: 22652430

Coast Dental intentionally passed the deadline of February 14, 2024 that it was given to refund my money!
Why don't you have an answer about how much money you own me and why I was charged $1,192.00 when the procedure you performed was for $490.00?Could it be that you're liable for how you have overcharged me and didn't submit my claims to ***** and you don't want to admit anything in writing?Could it be that I was told by ******* ***** that my refund is a corporate issue and that wasn't true? Your office intentional overcharged me and not only have you repeatedly refused to correct it but have refused to acknowledge YOUR error. You dont even deny any of this,right? I provided my card ending in 8978 on December 10, 2024 for you to process my refund. Your actions are wholly dishonest and disingenuous. You dont need another card nor a letter. You were instructed on February 6, 2024 how I am to be refunded and you have repeatedly refused to do so.
This matter, you overcharging me and processing my refund,will be closed when you refund my money in full and any additional fees for refusing to refund my money in a timely manner.
Customer Answer
Date: 02/20/2025
1. Again, my card ending in ***** was sent to ******** via email on December 12, 2024.
2. Coast Dental is instructed to apply my refund to that card! FOR THE 6TH TIME AND COUNTING, HOW MUCH IS MY REFUND?!
**** ******

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