Dentist
Coast DentalThis 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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Submit a ComplaintThe 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:12/06/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went in for a cleaning after i had braces removed. This practice diagnosed with having periodontal disease which is the first ive ever heard after having dental care for years. this paractice then proceeded to place me on a rigorous treatment plan that cost a lot of money and caused me to take a loan for these said services. in which they stated that my insurance did not cover these costs. My dental insurance is top tier so i contacted my dental carrier to ask why my out of pocket expenses are so high and they proceeded to tell me that coast dental had requested payment for some services, but when my carrier requested proof that i in fact needed the services that they were requesting payment for, coast dental failed to submit the proper documentation. I have reached out to coast dental several times over several months explaining this situation and to have them rectify this situation to no avail or to have some take my info down and promise a call back to no avail. I am pure disgusted with this company for taking advantage of me and my familyBusiness Response
Date: 12/18/2024
The local Coast Dental office has been trying to reach ************ They are trying to address this complaint; we ask that you contact the office back. You can reach them direct at this number: **************, select option 3 to get you to the local office. Thank you.Initial Complaint
Date:12/03/2024
Type:Billing IssuesStatus: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 of Service: 2/22/24 Patient Responsibility after Insurance: $573.10 / Patient Paid: $893.25 Insurance Paid: $1,017.90 ********** is attempting to collect an additional $ ****** ********** has red-lined my phone number and will no longer take my calls (called 7/27, 9/13, 9/17) **************************** to file a claim, filed on 8/18, followed up 10/21, 10/23, and 12/2. Was explained that the claim was received then it wasn't then it was then it wasn't.Business Response
Date: 12/10/2024
Please accept this as Coast's response to ************** Our local office investigated the account and reached out to ************* directly to discuss. It was reported that the complaint has been resolved. Thank youInitial Complaint
Date:11/26/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
3/26/2024 Date of Service Duplicate services charged to insurance company that do not appear on my bill. Insurance denied payment, now they are trying to get the money from me.Regular *************** cleaning x2, fluoride treatment coded for a person 15 years or younger?! Also they accidentally did X-rays before the time they would be covered!They seemed to pad the bill just for money.Business Response
Date: 12/09/2024
The office has been attempting to reach ********** Latest attempt was sent via email 12/5/24 from the local office. We ask that ********* view and respond to the email. Thank youInitial Complaint
Date:11/26/2024
Type:Billing IssuesStatus: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 provided me with a treatment plan. As the weeks went forward they charged me more money and opened a credit line in my name which they had not received permission to do. When I went to pick up my dentures they refused to give me my bottom partial until I payed ****** dollars when just two weeks prior my alance was only ******. I have made numerous calls to them only to be hung up on and nothing was resolved and I still dont have my partial.Business Response
Date: 12/06/2024
Please provide signed *****. Thank youInitial Complaint
Date:11/25/2024
Type:Billing IssuesStatus: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.
Coastal Dental continues to send me bills of a service that never ocurred. After dozens of calls and emails nothing has been done. They always say someone will call me back. They do not. This started in March 2024 and continues. This harrassment needs to stop.Business Response
Date: 12/09/2024
Please provide signed *****. ThanksCustomer Answer
Date: 12/11/2024
Complaint: 22593800
I am rejecting this response because: See attached.
Sincerely,
****** *******Business Response
Date: 12/11/2024
The correct HIPAA form is required. These are 2 separate forms and not acceptable as a HIPAA form.Customer Answer
Date: 01/10/2025
Complaint: 22593800
I am rejecting this response because: See attached release
Sincerely,
****** *******Business Response
Date: 01/10/2025
I am not seeing any attachment. Can you please re-send?Business Response
Date: 01/13/2025
HIPAA release had been previously received. At this time, we are still waiting on the check to be provided to us so we can send it to you. A turn around for a check refund is normally ***** business weeks, with the holiday that seems to have been delayed. As soon as we have the refund check we will get it out to you. Thank you.Customer Answer
Date: 01/16/2025
Complaint: 22593800
I am rejecting this response because: They are sending me bills non stop for a service that never happened. I am not requesting money back
Sincerely,
****** *******Business Response
Date: 02/06/2025
The office manager, district manager, and patient's insurance has fully explained this bill to Ms. ******** The items submitted to insurance were denied due to age restrictions/limitations. If there is a portion unpaid by the insurance this does become patient responsibility. At this time Coast will not be taking any more action on this case. Ms. ******* is welcomed to submit a grievance through her insurance for further investigation. Thank you.Customer Answer
Date: 02/06/2025
Complaint: 22593800
I am rejecting this response because:
First, I paid everything. When I went in March 2024 I was told I did not owe anything. Every call I made I was told I did not owe any thing , it was a glitch. After I contact BBB they now say they told me I owe. I do not have an invoice or statement saying what was denied etc. I paid more than ***** dollars just on first visit. They need to make up their mind. My next step could be an investigation of their practices if I do not receive a detail statement, never been send one, and the reason they changed their narrative once I contact BBB. Thank you, ****** *******
Sincerely,
****** *******Initial Complaint
Date:11/20/2024
Type:Service or Repair IssuesStatus: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.
On 7/09/24 I paid $580 for 2 periodontal medicament trays impressions. The laboratory could not complete the process and needed new impressions. *******, the office manager asked if I wanted to go through the procedure again or get a refund. I opted for the refund. After multiple calls to her she has not responded to my calls and as of 11/20/24 I have not received my $580 refund.Business Response
Date: 11/25/2024
Please accept this as Coast's response to Mr. ********** complaint. The refund in question has been completed as of Friday, November *******. You should see this refund back to your original payment method in typically 7-10 business days from that date. Thank you.Customer Answer
Date: 11/25/2024
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:11/19/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to get two extractions. I only got one but was still charged for two extractions. I just came from the dentist and they left the root tips in. I now have to pay additional for what I paid them to doBusiness Response
Date: 11/19/2024
We are unable to locate you in our system with the information you provided. Please provide us with your date of birth, location you visited, and date or you can provide the proposed treatment plan which would have more information to locate the account in question. Additionally, please ensure ***** is signed so we can communicate. Thank you.Customer Answer
Date: 11/19/2024
Complaint: 22570967
I am rejecting this response because: I visited the one in st. *********(*************************) on June 13, 2023. I was living in palm coast then so my zip code was 32164.
Sincerely,
******* ******Initial Complaint
Date:11/15/2024
Type:Billing IssuesStatus: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 March 2023, I signed my then 16-year-old son up to get Clear Aligners (a series of orthodontic trays) at the Coast Dental of ************, ** where he has been a patient since the age of 6. I was told the regimen would last about 24 months, followed by a retainer which he would need to wear for the rest of his life. A payment of $2499 was made in advance through their financing partner, ***********, interest-free financing. After receiving the first set of trays, we had regular follow-up appointments to check on his progress. After about 8 months, the ************ location closed because they didn't have a doctor. It re-opened briefly and we had an appointment scheduled, they canceled the day before the appointment, and closed the office again. I switched him to the ************** location and they continued to do his cleanings, but they did not have a qualified dentist for the clear aligners. I attempted to find other locations near me that could complete his orthodontic by calling the ***** number but was unsuccessful. In June 2024, I filed a dispute with Care Credit since I was still paying for the services that he was no longer receiving, but was denied. I later learned the ************** had a doctor *** could complete his services and we had an appointment with her. However, she left Coast two weeks later. I spoke with the ******* manager regarding all the difficulties we've been having with not being able to get his treatment done. She agreed to give me a $1000 credit towards the cost of his treatment since they could not complete it. I checked back a month later and was told it was submitted to the district manager for approval. ************** is now closed permanently and no resolution. The 1800 number for Coast Dental connects to a 3rd party company but they won't give a name or number for the district manager. They've escalated it to the district manager several times & all calls to corporate or billing go to voicemail, but I never receive a call backBusiness Response
Date: 11/22/2024
Please provide signed *****. Thank youCustomer Answer
Date: 01/03/2025
Complaint: 22557393
I am rejecting this response because: See attached.
Sincerely,
******* *******Business Response
Date: 01/08/2025
Please accept this as Coast's response to Ms. ******** Upon investigating, the case has been finished. On 10/14/24, ****** ******* presented to our Cascade location which the aligner attachments were removed, and the retainer was placed. It was noted that ****** tolerated procedure with no issues. Since then, there has not been any follow up from the patient. The case was finished therefor no refunds or adjustments would need to be completed. Thank you.Customer Answer
Date: 01/08/2025
Complaint: 22557393
I am rejecting this response because: My son is supposed to be getting a permanent retainer. During his last appointment, there was nothing removed and no retainer was placed as there was not a dentist onsite. We were simply given a box that has what looks like another set of trays and were told that was his retainer. This retainer will not last his lifetime and when we signed up for the aligners, we were told that he would have permanent retainers installed.There was an employee that was certified to work with the aligners who saw my son at Cascade previously. She was working part time at Coast (a few hours each Monday) since she has her own practice, and it was her last day working at Coast. My son is now a patient with her at her office in ****** and has had an initial screening already and has an appointment in one week to have the permanent retainer installed since Coast was unable to do it. At his appointment, I asked her about the my son's last appointment with her at ******* and she can attest that the manager promised a refund of $1000.
As far as follow *** after his last appointment, I was unable to as the location has been shut down, along with the ************** office (where my son was having his cleanings done). I tried calling Coast numerous times asking to speak to a district manager (or anyone that actually works for Coast) but the people that answer the 1800 number apparently do not work for Coast but are part of a third party or are in a foreign call center and are unable to help in any way. They won't give out a name, email, address or anything helpful. There is no supervisor that you can talk to. They say they will leave a message and have someone call back, but that has never happened (and I've asked at least five times for a call back from someone). I've attached a sample of the numerous locations that have been closed near me. My son has being a patient at Coast for ten years and used to get good service, but the service has declined seriously within the past three years. Between the opening and closing of the ************ location numerous times, canceled appointments because of lack of staff, not having alternate locations staffed with someone who is certified to work with clear aligners, and going months without being seen (when he was being seen monthly for aligner check*** before the abrupt closure), it is clear that he has not received the care that has been expected, promised, deserved, and paid for when it comes to the clear aligners, which is why I'm requesting a partial refund. The cost for the clear aligners is not just the cost of the trays and retainer, it is also for the service, which was never fulfilled.
Sincerely,
******* *******Business Response
Date: 01/09/2025
Please accept this as Coast's response to Mr. ******** Our district manager has reached out and spoken with ******* to discuss. At this time no further action is needed. Thank you.Initial Complaint
Date:11/14/2024
Type:Billing IssuesStatus: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 few procedures with Coastal Dental - Gladiolus between February and May 2024. My insurance paid their portion and I paid co-pays at each visit (Total=$2012.50). In August 2024 I received the notice that I owe *******, I immediately went to the clinic and they told me it was a system error at the headquarters and that they knew I had paid everything, not to worry that they would fix it. Afterwards I have continued receiving emails and bills claiming the same debt, I have gone to the location 3 more times with no solution and I have called the headquarters billing department about 10 times and left messages without anyone answering the phone or calling back. This company is the worst and the customer service is terrible.Business Response
Date: 11/14/2024
Please accept this as Coast's response to Mr. *******. Our corporate office reached out to Mr. ******* and provided a direct update to the matter. Thank you.Initial Complaint
Date:11/14/2024
Type:Product IssuesStatus: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.
During a previous appointment, there was an over payment made to my account in the amount of $80. The office said they would be mailing me a check to refund me the amount they over charged.They said it would take a couple weeks to arrive. This was about 6 months ago.I have not been able to get in contact reguarding this and why it has not yet been mailed.Business Response
Date: 11/14/2024
Please provide signed ***** and please confirm the date and location of the office you visited. Thank you.Customer Answer
Date: 01/07/2025
Complaint: 22552676
I am rejecting this response because:
Sincerely,
***** *******Business Response
Date: 01/08/2025
We have received the signed ***** form however we have no records found with the patient information provided. Please confirm the date and location of the office you visited. Thank you.Customer Answer
Date: 01/08/2025
Complaint: 22552676
I visited the vero location on February 9th, June 26th , and July 9th. On June 26th the manager had me fill out a permission to refund by check document. About 2 months ago I received another call from a manager saying she was resubmitting this documentation. I still have not reveieved the refund.Business Response
Date: 01/17/2025
Please accept this as Coast's response to this complaint. Upon investigating, the office manager was incorrect to state that you were due a refund and I would like to extend our sincere apologies for the incorrect information provided to you. This is what we found after completing an audit of your account:
You paid $59.00 for these services: QIX - 1 Needle Free Anesthetic at $15.00 and D4921 - Gingival Irrigation - Per Quad at $11, you received 1 of D4921 in each quadrant of your mouth so a total of 4 rendered. Total $59.00.
The office underbilled based off the contracted rates with your insurance. Specifically code D0210. Our contracted rate is $50.22, and you were only billed $23.00. Your insurance correctly paid out at our agreed upon rate at $50.22. Since the item was underbilled, you are not due any refund as we are required to bill base off contracted rates. The billing has since been corrected. This is where the office was incorrect stating that you were due a refund, however in this case you were underbilled.
In your complaint you mentioned something about $80.00; On date of service 4/12/24 you received service D4346 - Scaling prese of ******************** in the amount of $88.39. Your insurance explained that you had already used this benefit and denied payment. With most insurances, this cost would fall on the patient to pay however due to contractual obligations we are required to adjust off that item. The adjustment of $88.39 was completed on 6/20/24.
As a review of what was discussed above, there would not be any refund due to you as the $80 mentioned was an adjustment for services not paid for by you or the insurance and any "credit/refund" the office mentioned is incorrect as code D0210 was under billed and your insurance paid us correctly.
Again, we do apologize for any confusion and inconvenience this has caused you. We will work with our staff to ensure that moving forward they are correctly adhering to the contracted rates and obligations with the insurance companies. I have corrected the billing on this account, please see the updated attached ledger. I have additionally included the specific explanation of benefits on the item which was underbilled for your records and review. At this time no further action will be taken. Thank you for your patience as we reviewed this complaint.Customer Answer
Date: 01/17/2025
Complaint: 22552676
I am rejecting this response because:That is not correct. I was billed ****** for the services I received. By your calculations I am entitled to more than the $80 that the documentation said I over paid by.
Sincerely,
***** *******Business Response
Date: 01/20/2025
You are not due for a refund of over $80.00 when you only paid $59.00 for services. I have provided the ledger which correctly reflects the billing; there is a $0.00 balance. I have additionally provided the explanation of benefits which shows you how much the service contracted rate is and how much your insurance paid. If you do not agree, please feel free to reach out to your insurance provider for further clarification. Coast Dental will not be taking any further action as you are not due any refund, we have apologized for the confusion and educated our staff. There is nothing further to complete pertaining to this complaint. Thank you.Customer Answer
Date: 01/31/2025
Complaint: 22552676
I am rejecting this response because: your statement is incorrect. I paid almost $300 out-of-pocket. Insurance did not cover any portion of my visit. I paid fully myself without any insurance. A document was printed from your office showing over payment in which I was told would be refunded to me via check, as insurance did not pay for it and I did.
Sincerely,
***** *******
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