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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Submit a Complaint

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:11/14/2024
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.
Had 2 appts 6/7/24 and 6/28/24 to replace a 20+yr crown which was sitting on top of a cavity. This was a medically necessary procedure yet my insurance denied their multiple submissions of the same documents claiming it does not meet medical necessity. I have received numerous bills from Coast Dental (CD) since insurance is not paying. When I called the office they said they'd send out the documentation but still send the SAME docs that are being rejected. CD claims this is my issue so I've called UHC (united health care dental) at LEAST 4 times so they can either conference me or tell me what needs to be done. Last week *** called the office and told CD exactly what to send and still this didn't happen. So again got another bill from CD - I call again "Oh that must not have gone out yet, I'll send it again". I said do you know what to send because the SAME wrong things keep getting sent. She then got snippy with me saying "yes it's your responsibility." HOW is it my responsibility beyond what I have tried to do? Do I have the medical training? Do I get the CD person's salary? Do I have access to the billing codes? Do I have the xrays to send to UHC? Why did I pay insurance for this to have the contracted dental office have me do their work? I am livid beyond belief. And each time I've called CD they act like the insurance company doesn't want to do their job. How can they if they don't get the correct documentation? Regular medical offices deal with the insurance companies. Since when am I an employee of CD? I realize this sounds like a rant but how can they even be a legitimate medical business if they cannot handle money and insurance. The doctor was fine - the business structure seems like a scam. And I want them to send the correct documentation to UHC. If they don't know what is correct THEY need to call UHC. I will start billing them my hourly rate for all of this if they don't rectify it.
Business Response
Date: 11/25/2024
Please accept this as Coast's response to this complaint. The office has reviewed and reached out to Ms. ********* to discuss this complaint and her claims. There was no answer from Ms. ********** so a voicemail was left requesting that she returns the call to the office. You can reach them directly at *************** select option 3. Thank you.
Initial Complaint
Date:11/14/2024
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.
We overpaid this amount $280. They told us that we should receive refund within 3 months. We have not received it. In the meantime we are being billed $13 for services rendered the last couple of months. We dont want this to go to collections. We have called 6 times and know one answers and we have left messages. Not 1 person has returned our call. Please get our money that is due us as soon as you can.
Business Response
Date: 11/22/2024
Please accept this as Coast's response to this complaint. The local office is handling this complaint directly with the patient as it pertains to claims with the patient's insurance. Thank you.
Customer Answer
Date: 11/26/2024

Complaint: 22551921

I am rejecting this response because:
I was not contacted by the local dental office which corporate stating was working with me.
HOWEVER:
After numerous stops into the office and printing of all insurance claims and payments, showing my credit card payments totally more than the billed amount, the office staff told me it was in cash management office and they couldnt help further until that office did their thing.
Today at 12:40, Kenedria called to tell me my refund will be $602, and the cash management office/refunds area will process refund to me. She could not give me a date of when to expect this refund.
Please keep the complaint open until I receive the refund.
Thank you for your help.
Sincerely,

*** ******
Customer Answer
Date: 11/26/2024

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,

*** ******
Customer Answer
Date: 01/02/2025

Complaint: 22551921

I am rejecting this response because: I still have not received my refund from Coast Dental for my overpayment for dental work performed May 2024. Therefore I wish to reopen this claim in hopes of getting my monies refunded to me.
I have tried a few times, and as patient as ******* has been, she has emailed the corporate offices (business or cash management) in an effort to help.
thank you for all your help,

Sincerely,

*** ******
Business Response
Date: 01/02/2025
Please accept this as Coast's response to this re-opened complaint. Upon investigating, the refund was processed and completed 12/6/24 in the amount of $602.00 back to the original payment. If requesting a copy of the refund receipt, please provide signed *****. Thanks.
Customer Answer
Date: 01/02/2025

Complaint: 22551921

I am rejecting this response because this is the second time I was told the money was being or had been refunded. However, I have not received the refund.
December 17, 2024, I called my credit card customer service and there has not been a credit to my account.
January ******, I called my credit card customer service and there has not been a credit to my account.
At this time I have not been refunded the $602 due to me, I am asking that Coast Dental review the refund they sent and provide me with the transaction number they were provided as to whether their transaction went through successfully or not.
Now its they said they did and my cc company said they never received it, and I still am out the $602.

Sincerely,

*** ******
Customer Answer
Date: 01/11/2025

Complaint: 22551921

I am rejecting this response because: this answer is the same as the last one provided by Coast Dental. I asked for transaction information regarding the payment refund being sent to my credit card that I used initially.
If they need ***** form, I cannot open the form sent by BBB as it comes up in hieroglyphics. Can you send the ***** to me under separate cover to my email, maybe it will open that way?
Again and for a third time, on Friday, January 10, 2025, I called my credit card company to verify whether they received a credit from ST LUCIE WEST #****/aka Coast Dental. I spoke with ****** at ***** @ 5:50pm. ***** is not showing any credit from Coast Dental/************* #**** from December 31 back to May 1, 2024. ****** did mention the two charges made in May 2024, for my complete payment of work being performed.
Three times I have called and discussed this with my credit card company, no refund has been received, how do I proceed? Why cant Coast Dental/************* research this and send me the completed/received transaction number showing that the credit card company has the refund amount? If this was a successful transaction to the bank then Coast Dental/************* #**** should be able to provide this information, and then I could deal with the credit card company to see where the refund went. It is not in my account on my credit card.
I dont want to have to go a legal route, or a media route, I just want my refund back onto my credit card. I, in good faith, paid the estimated amount provided by the office staff as I had to pay up front before work was to begin.
Please provide the successful transaction number that the refund was correctly credited to my credit card account.
Sincerely,

*** ******
Customer Answer
Date: 01/14/2025

Complaint: 22551921

I am rejecting this response because: See attached HIPAA release and statements, I have not received the funds.

Sincerely,

*** ******
Business Response
Date: 01/14/2025
Please accept this as Coast's response to this complaint. Attached is the refund slip. This refund was processed on 12/6/24 back to the original payment. If it is a credit card statement, it could sometimes take up to 30 days for you to see it, usually on the next statement after that. Have you contacted your bank to see if they can see the credit pending? Thank you.
Customer Answer
Date: 01/15/2025

Complaint: 22551921

I am rejecting this response because: I still do not have my refund.
As the consumer, I am stuck in the middle without my refund.
Cant Coast Dental/Sr Lucie **** recall the credit slip and issue me a check?
I will contact the credit card company once again to see if they can find the monies based on the receipt provided but I want to reserve the right to reopen the claim if needed in the future.
Sincerely,

*** ******
Initial Complaint
Date:11/13/2024
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.
was charged for services that insurance payed for and now i cant get anybody at corporate to return any phone calls for two months.
Business Response
Date: 11/14/2024
Please accept this as Coast's response to Mr. ****** A corporate agent has contacted and spoken with you directly to resolve. It was noted that they provided their direct contact to communicate. Thank you
Customer Answer
Date: 11/26/2024

Complaint: 22551314

I am rejecting this response because: coast dental got ahold of my and said they would look to see what they could do about it and never called back.

Sincerely,

**** *****
Business Response
Date: 11/26/2024
The associate working your case informed me that they provided their direct contact information to further discuss any questions or concerns which you may have. Have you attempted to contact them back?
Initial Complaint
Date:11/11/2024
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.
about denture done by office in *********** we figured price i paid 1700$ remaining balance insurance need to pay and later they ask fir more money i signed 4700$ they say its finnal bill another thing is 1st denture they made was wrong extended time i was in pain second denture not fit i make 3 appointments to make it ok to use but still not good and finally they ask for 956$ to pay because insurance not pay how i can deal with this i pay my part they say its final but was not
Business Response
Date: 11/25/2024
Please provide signed *****. Thank you.
Initial Complaint
Date:11/07/2024
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.
Coast Dental threw my partial away and didnt tell me I had to call them and ask them for it. They told me they were going to replace it. I went in and they did a fitting on my mouth and then they close the business and told me they were gonna move it to ************* location, I called them about a month later and they said they have no information about it so now I am without a partial that they threw in the trash and they told me they will replace for free because it was an accident .
Business Response
Date: 11/07/2024
Please provide signed ***** as well copies of the treatment plan for the partial. Based off the information provided I was unable to locate an account where we billed and delivered a partial. Thank you.
Initial Complaint
Date:11/06/2024
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.
I was given a dental plan. Based on the dental plan, Coast Dental determined what my dental insurance would pay and charged the difference. I received a bill today for ******. The statement says I have a balance forward of ******. Im not aware of a balance forwarded unless my insurance did not cover what they said it would. Im complaining before I contact them.
Business Response
Date: 11/08/2024
The local office has been working on Mr. ********* account. They have attempted to reach him and have only been able to leave voicemails regarding updates. All action is being completed at the office level and we ask that Mr. ******* contact the office back if he has any further questions. You can reach the office at **************, selecting option 3. Thank you.
Initial Complaint
Date:11/04/2024
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.
On 8/01/24 I had an appointment for my once a year free dental exam, x-rays and cleaning. When I arrived for my appointment I immediately informed the Xray technician that I only wanted the free services provided under my Care ************* plan. When I met with the dentist, I repeated that I only wanted services provided under my free annual exam. The dentist came back with a lot of dental cleaning upgrades that I declined. I did get the exam and the Xay but they refused to provide my free cleaning because I would not pay the upcharge for the advanced services that they tried to sell me. As I departed the building the receptionist confirmed I owed nothing and I went home. About 2 weeks later I got a bill for over $300.00 and immediately called Coast and spoke to *****, I repeated my story and she said she would take care of the bill. Another couple of weeks passed and I got a revised bill of $70.00, I immediately called ***** and we went over the issues again, now she took a different tone and said they were not going g to remove the $70.00 invoice. I then called CarePlus and got them to attempt a 3 way call with ***** at Coast. After waiting on the line for over 40 minutes CarePlus said that was enough and that I should file a complaint about this. Now Coast Dental is trying to scare me with PAST DUE notices, this is Fraud on a Senior Citizen. I want this bill zero'd out and an apology for treating me in this fashion.
Business Response
Date: 11/04/2024
Please provide signed *****. Thanks
Customer Answer
Date: 11/19/2024

Complaint: 22510106

I am rejecting this response because: See attached.

Sincerely,

**** ****** Visyak
Business Response
Date: 11/19/2024
This complaint has been addressed through the state. Please see our response below:
Please accept this as Coast Dental - (Coast) response to Ms. ******* complaint. On August 1, 2024, Ms. ****** presented to Coasts Metro West practice for a dental exam.Upon confirmation of her benefits, it appeared that she still had available benefits to use to cover the cost of her x-rays and exam. The x-rays and exam were completed, and Ms. ****** was provided with a referral for treatment to see an endodontic to evaluate #** for a possible root canal as well as found that she has periodontal disease stage III, grade B which is why her requested regular covered cleaning was not able to be completed. Ms. ****** requires a deep cleaning. Treatment provided is based off the patients health needs and is not dictated by what the insurance covers.

Once the visit was over, we submitted the claim to ********************** however,we received a denial of payment stating that Ms. ****** had already used her benefits. In this case, even though we verified benefits before seeing her, we were not paid for her visit due to the patient already using her benefits elsewhere. Part of the responsibility that the patient holds is knowing what her insurance covers and if she has used her benefits already. Ms. ****** did sign a financial agreement, which Ms. ****** signed and initialed, stating she agreed to pay the balance if her insurance does not pay out on her claims with us. This document has been provided along with our response. You can review #2 which advises that its the patients responsibility to know what their insurance covers, and #5 which advises that if the insurance does not pay out on the claim that the balance will be patient responsibility.

To further respond to the complaint, Coast Dental did not *************** $350.00,she only received a $70 bill from us which is for the exam Code D0150 (exam) at $22 and Code D0210 (x-rays) at $48 for services completed. The item Ms. ****** may be mentioning is the explanation of benefits which her insurance sent to her once they denied the claim. They would hold Ms. ****** accountable for the cost of the visit but at the rate of $350.00 (contracted rates not applied) and Coast Dental would only hold Ms. ****** accountable for those items at our contracted rate which is why its only $70 and not $350. The office manager did speak with Ms. ****** however it was never explained that the bill would be corrected as we did *************** correctly. It was explained to Ms. ****** why she received the bill, as per ********************* and reason for denial,there are frequency limitations on her plan. Per her insurance, they cover a quantity of 1 0150 every 3 years and 1 0210 every 3 years and used her benefits on 1/10/2023 and would not be eligible for benefits on those services again until 1/10/26.

We understand that frequency denials are frustrating as this does mean the patient is responsible for the cost of her visit however, we did correctly bill based off the information we were provided when reviewing her coverage. Enclosed are copies of her ledger to confirm billed items and total bill due, as well as a copy of the insurance verification completed on her date of service with us,and a copy of the financial agreement which is noted above.
It is in Coasts position that we have acted in good faith and commenced a line of prescribed treatment as requested by Ms. ****** and she is not due any refund or adjustment for service completed. Thank you.
Initial Complaint
Date:10/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an upper denture plate made at Coast Dental. I cannot eat or speak with the denture in because it's so big an ill fitted. It literally is not fitted to my mouth. I wonder if it were ever made in a mold for me?Three times I have returned to have it " re - fitted" twice I was told continue to wear it and that my mouth needs to heal. Yesterday I was told that I had to go to the **************** because the technician who made my denture was no longer with them and no one at the *************** could help. I made an appointment with there **************** and when I went I was told that yes the denture doesn't fit and it would require another $500 to correct the issue. Right now I have already paid $1875.00 for the denture. Shouldn't it be a reasonable assumption that it would fit? That I could eat and speak with it? I can't wear it at work because I can't communicate with it. Can you imagine the embarrassment?I wish to hear from a supervisor and have this explained in writing as to why I have to pay more to repair their error.
Business Response
Date: 11/04/2024
Please provide signed *****. Thanks
Customer Answer
Date: 11/06/2024

Complaint: 22486637

I am rejecting this response because: See attached.

Sincerely,

****** ********
Business Response
Date: 11/06/2024
Please provide signed *****. This is a requirement. Thank you.
Business Response
Date: 11/12/2024
Please accept this as Coast's response to ************ We are sorry to hear of your frustration with your immediate dentures. Upon review of your accounts with us, it was found that you elected for the immediate denture which is delivered after you receive extractions. It was explained that the insurance would not cover both and 1 of the appliances would be your responsibility to pay, you did sign the financial agreement which states this. The immediate denture is meant to use while your mouth is healing, which is usually between 6-12 months and not meant to have a "perfect fit" and adjustments are constantly needed when your mouth is healing. The immediate denture was delivered to you on 6/24/24. You were seen on 7/1/24 for a post op follow up visit and found that you were healing well. On 7/9/24 you presented to the office reporting that the denture did not fit correctly and wanted to speak with the provider. You spoke with *** ******** who explained that the dentures are not meant to fit perfect as your mouth is still healing. *** ******** did offer to reline the denture for you, but you declined and demanded a refund. No refund was granted as the appliance is doing what it is supposed to do, and we offered to adjust them for you, but you declined. Ms. ******** returned to our office on 8/1/24 where the denture was relined for the 1st time and *********** left satisfied. Since then, there has not been any further contact from Ms. ******** and our Sun City office. However, it was found that Ms. ******** was seen at our **************** on 10/28/24 and was examined by *** ****** It was found that some of the original declined services are still needed to ensure a proper fit of your permanent dentures. Services did not move forward at that office.
I have attached all the signed treatment plans, financial consents, and chart notes. All of which confirm that Ms. ******** was aware the immediate denture would not be covered and was her responsibility. It was explained to Ms. ******** at the ******** office that she needed additional services but were denied due to Ms. ********** denial to render services for personal reasons. No refund or additional adjustments are to be completed as we provided the proper care. If you believe otherwise you are welcomed to submit a grievance through your insurance company for further investigation. Thank you.

Customer Answer
Date: 11/14/2024

Complaint: 22486637

I am rejecting this response because: I understand that we are seeing things very differently. I will admit that the stress of not being able to wear the upper dentures and function professionally and personally has me very emotional. I ask Coast Dental consider that. At the end of the day shouldn't I have a denture that can be worn and functional? I have an appointment with them this week. I pray we can get a treatment plan together and work together.

Sincerely,
****** ********
Business Response
Date: 11/14/2024
Please understand that Coast Dental has done our part and have communicated the entire process and fees, Ms. ******** was fully aware. You are always welcomed to return to have adjustments completed to your immediate dentures however we are unable to provide free dentures or refund for services and fees that you were aware of. Thank you.
Initial Complaint
Date:10/29/2024
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.
I was treated on 01/31/24 and 02/02/24 for my 6 month checkup (new to THIS Coast Dental). When I completed the paperwork, I provided my Humana Dental Insurance info. I didn't realize that my BCBS/Florida Blue health insurance dental coverage as well. So Humana dental rejected the charges. Once I received notification from Coast Dental and Humana, I promptly went into the office and provided them with my BCBS/Florida Blue health insurance info. I requested that they re-submit it to BCBS/************ and then the remaining balance back to Humana Dental. Needless to say, I received a rejection notice from ****/Florida Blue. I called them and was told Coastal Dental did not put their tax identification number (TIN) on one of the itemization billing request. Again, I went in to ask them to re-submit it to them with this info. Again, I received a rejection notice from ****/Florida Blue. The itemization forms submitted by Coast Dental did not put the provider's information on one of the forms. Again, I received another rejection notice, because they put two different payment mailing addresses. I've gone in at least 4-5 times to get this taken care. I've called them several times and as of late they don't answer their phone, nor have they contacted me back to resolve this issue even though I've left messages. This issue has not been resolved and I'm extremely disgusted at the level of incompetence at this Dental office . I'm not sure why it's so difficult to provide BCBS/Florida blue with correct billing information. I just need a competent person to re-submit the documents with ALL the correct info for DOS 01/31/24 and 02/02/24 to BCBS/************ and then once they've received payment to re-submit the remaining balance to Humana dental and then refund me excess money I've paid toward these bills!
Business Response
Date: 11/05/2024
The local office who has been working the claims between Ms. ****** and her insurance has reached out and spoke with Ms. ****** to explain what has been happening and the obstacles we have faced trying to submit her claims to her insurance. The requested copies were provided so she can also upload to her patient portal. At this time the office is directing handling with the patient. Thank you.
Initial Complaint
Date:10/24/2024
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.
I had a dental cleaning at Coast Dental in *********** Fl in February 2024. They were given my insurance information Delta Dental which provides 2 cleanings a year under the plan. In October 2024 I received a notice I owed $422 and have not idea what this is for. I have reached out to the location for a bill, but no one is ever available to assist me with the charges, after multiple attempts to their corporate office in ***** I am reaching out to BBB for help. No one from billing is returning calls to explain why I am being charged this amount. I should not be charged for a cleaning since my insurance is billed for this. Please Help this company is awful and has zero customer service
Business Response
Date: 10/24/2024
Please provide a signed ***** form. Please also provide a copy of your current insurance card. Thank you.
Customer Answer
Date: 10/29/2024

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,

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

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Coast Dental is NOT a BBB Accredited Business.