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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

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Coast Dental has 174 locations, listed below.

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    Customer Complaints Summary

    • 413 total complaints in the last 3 years.
    • 121 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/22/2024

      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.
      Dentist provided cost of service teeth cleaning and I agreed and signed the from saying how much I would pay. I specifically told them I would not pay for any service not covered by my insurance. The cleaning was performed and I paid my portion of the deductible at check out. 3 weeks later I get a bill in the mail and a letter stating that they performed an procedure no covered by my insurance and they asked that I pay. I told them it was their mistake as they checked with the insurance before the procedure and that if they performed an illegal procedure they must bear the cost. This dentist is very underhanded and unscrupulous. They did the same thing to my wife so it is a pattern of operation to commit fraud on their customers.

      Business Response

      Date: 10/29/2024

      Please provide signed *****. Thank you. 
    • Initial Complaint

      Date:10/21/2024

      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.
      Today on 10/18/2024, I went to Coast Dental in ************, ******* because a 20+ year filing had fallen out and I wanted to get it re-filled. They said they could take care of that, I went on, saw the dentist, dentist said that they wanted to take care of 2 other ones that the old fillings were questionable. I wanted to see what my insurance would cover. They came back saying that I'd have to pay $338.00 that my insurance wouldn't cover, and I told them that's because my insurance will only cover up to $1000 each year, and that if they could take off the other two for now and just do the filling that I came in for, and I'll do the other two as needed. I was told by them that I was committing fraud doing it that way. I told them no it's not, everyone does that to save money. Then the lady said to me we'll do the one cooking if you pay $110 right now. I said no, if you take the other two off, my insurance will 100% pay for the one filling! In response she said no insurance pays 100%, just pay the $110 and we will fill that tooth now. I said no, I'm calling my insurance company! I called my insurance company right after and they said it would be 100% covered if they took the other two off and that they were the ones committing fraud and pressuring me to spend money on the other two! That everyone tries to figure out what they can afford and do that one thing at that time! I called coast dental bank and told them all this and they said it was just a miscommunication. No it wasn't a miscommunication, it was just trying to get more money!

      Business Response

      Date: 10/21/2024

      Thank you for reaching out. I will review your plan and educate the office regarding treatment procedures. Thank you. 
    • Initial Complaint

      Date:10/14/2024

      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 have been trying to get my dental records since January 2024. My local Coast Dental office closed and I have switched to another dental practice. I have called the customer service line multiple time in addition to the location where I was told my dental records were sent. I was told by someone in the ********, ** office that someone would look for my records. I was told my the customer service number that they would contact the office, then another time they said they would handle it and get my records, nothing has happened. They closed the office without proper notification and now I can't get anyone who even answers the phone let alone responds to any of the messages and emails I have sent.

      Business Response

      Date: 10/14/2024

      Please confirm office location in which you are requesting your records for. Thank you. 

      Customer Answer

      Date: 10/16/2024

       
      Complaint: 22402145

      I am rejecting this response because: Hello, 

      I was using the ******, ** location at ***************************************************** **************. 
      I had an appointment scheduled for Friday, January, 26, 2024 at the above location.  I received a letter the week of 22 January 2024 that was dated for December 2023 stating that the ****** office would be closing, no closing date, and that my records would be fowarded to the office of Coast Dental *********************, I have called this office several times in addition to emailing them and calling the Coast Dental customer service line and have not been able to get a response, nor my records. I was able to get someone to answer the phone one time at that location but the person told me the office was closed and they were just there answering the phones but would get back to me.  I never received a response.

      Located in: *********************
      Address: **************************************************
      Hours: Closed Opens 8 AM Tue
      Columbus Day might affect these hours
      Phone: **************

      Sincerely,

      ***** ****

      Business Response

      Date: 10/22/2024

      Thank you for clarifying, I was able to locate the records. Can you please sign and return the attached document? In this case, I can only send them via email, so please ensure you put in the email address of where you would like to have them sent. 

      Customer Answer

      Date: 10/30/2024

       
      Complaint: 22402145

      I am rejecting this response because: See attached. 

      Sincerely,

      ***** ****

      Business Response

      Date: 10/31/2024

      Thank you for returning. We have sent the requested records to the emails listed on the request. Please note that the email is encrypted due to the attached records. Thank you. 
    • Initial Complaint

      Date:10/14/2024

      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.
      I had concerns about a bill the staff was unhelpful. I signed a document that outlined the cost of $425 for my crown which I paid for at the practice. A month later I was sent a bill for the same crown at $280. When I called to discuss my concerns, I was told that my insurance actually doesnt cover a crown replacement in that specific area so now I need to pay it. After I called my insurance I was told that they do cover that crown, but only a specific crown type. When I asked the staff about this they said that nobody does those kind of crowns. when I asked, why did they not check to see what specific crown was covered they said their system was not advanced enough to confirm my coverage in that detail.Ultimately, my insurance covers a crown that they do not do and they claim they are not able to check for that. Now I need to pay a higher bill after I have already signed off and paid for it.

      Business Response

      Date: 10/14/2024

      Hello, please provide signed *****. Additionally, what code is your insurance stating is covered for the tooth which received the crown? 

      Customer Answer

      Date: 10/14/2024

       
      Complaint: 22395329

      I cannot verify the codes. The insurance told me that they cover a metal crown or a crown that metal fused to another material (I understand porcelain).

      I have attached the ***** release.

      Sincerely,

      ****** ****

      Customer Answer

      Date: 10/15/2024

      Good morning,

      Please see the attached signed HIPPA form. Please let me know if the signature is not populating.

      Thank you, ******.

      Business Response

      Date: 10/15/2024

      Thank you for the signed *****, signature was captured. Can you please confirm what codes your insurance states they would have covered? We show you were billed for a porcelain crown which is typically the covered benefit, however based off the denial we received from your insurance, is that they do not cover crowns on molars. You should have received an explanation of benefits from your insurance confirming the reason for denial, can you please provide that document? Thank you! 

      Customer Answer

      Date: 10/15/2024

       
      Complaint: 22395329

      Hello,

      spoke with my insurance and They let me know you would have to call with them to receive the codes, they are not able to provide them to me.

      They have also let me know they have faxed over the documents you requested.

      Sincerely,

      ****** ****

      Business Response

      Date: 10/15/2024

      At this time, we have not received any faxed items. Additionally, they are required to provide you with that information, it is your plan which you pay for. If they are declining to pay out on your benefits, they are required to explain why. At this time without the requested information provided, I do not have any further information I can discuss. Please provide the contract which states the codes they approve for that tooth or the denial explanation of benefits. Thank you. 

      Customer Answer

      Date: 10/15/2024

       
      Complaint: 22395329

      Hello,

      I have called back my insurance, and they provided me a document. Please see the attached codes and information regarding crowns on molars.

      regarding my explanation of benefits, that will be mailed to me within 15 business days. Once I receive it, I will send it over to you.

      additionally, I have attached a letter that outlines my information clearly.

      Sincerely,

      ****** ****

      Business Response

      Date: 10/21/2024

      The items provided are unhelpful. We will need to await for the explanation of benefits as this will provide us with the reason the claim was denied. Thanks. 

      Customer Answer

      Date: 10/29/2024

       
      Complaint: 22395329

      Please see the attached explanation of benefits document. Additionally, I havent yet to receive an answer as to why the $425 that I paid towards the crown was not reflected on the bill but instead there was a $284 charge that was reflected. I am unsure of its origin. Please review the letter that I attached in my last message for further clarity. 

      Sincerely,

      ****** ****

      Business Response

      Date: 11/01/2024

      Please accept this as H3138**3339383739**31H's response to Ms. ***** From what I can aww based off your insurance and the denial that your insurance provided to us, is that you do have coverage for D2740 however they do not cover molars. The crown completed was on #** which your insurance considers this to be a molar which in turn they state they do not cover which is the reason for denial. We do our best to verify your benefits however we are not able to guarantee payment from your insurance. Per the insurance, the payment for the crown is patient responsibility. 
      I have included a copy of the signed treatment plan, ledger, and financial agreement. The treatment plan specifically states a disclaimer: "The subtotal represented in the insurance column is only an estimate of coverage. The guarantor on the account is responsbile for all treatment and fees not covered by insurance." Additionally the financial agreement states that you agreed to pay the balance if your insurance does not pay out on the claim. 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.
      Due to these documents being signed by Ms. **** as well as her insurance confirming non coverage and lists as patient responsbility, there would be no adjustment or refund granted as the service was provided. You are welcome to dispute the denial through your insurance however at this time the balance is patient responsbility. 
      Additionally, there was a question surrounding payments you made and possibly not being applied, I have included a copy of the ledger which confirms payments received from you and have been applied. The highlighted green items are those payments. 
      Thank you. 

      Customer Answer

      Date: 11/04/2024

       
      Complaint: 22395329

      I am rejecting this response because:

      Hello,
      The ledger is still unclear as to the payments. 

      Additionally, regardless of whether or not it was the location of the molar or the molar type Coast Dental did not do their due diligence in confirming/reviewing my coverage. The bill came back 2 months after my service.


      Furthermore, I do find it strange that the front desk staff understood in detail why my crowns werent covered before I gave any details, but the office claims they were not aware my crown was not covered.


      Working on this dispute with Coast has been frustrating. The secretaries were rude as soon as I came with any questions. The bill was/is not clear. The Coast representative who I am discussing with here is unclear, rude and unhelpful.


      I submitted a letter to formally dispute the bill sent to me however I am still receiving past due notices. My letter was never addressed.


      This is highly unprofessional, unclear and unacceptable behavior.


      I have attached proof of my payment of the bill. I want to make it clear that I am still concerned, frustrated and do not understand what I am paying for. But because my dispute was ignored I am now being compelled to pay under risk of having this sent to creditors.

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:10/07/2024

      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.
      This company is a scam and submitted a claim to my insurance even though I have never been to this dentist office. I had an appointment as a new patient but canceled the appointment prior to my scheduled date. A claim was submitted to my insurance company for service on April 11 for a cleaning, dental x-rays, and a teledentist visit. I have NEVER been to this dentist. Delta Dental received a claim for $485 worth of services that I NEVER got done. Delta Dental covered the services, not knowing that I never got any work done. Now, I have to pay out of pocket for my upcoming dental services (with a different dentist) because Delta's system shows that I already got these services done with Coast Dental. Coast Dental submitting a claim for $485 to my insurance company, for services that I NEVER got done, should be considered fraud. I have tried reaching Coast Dental on the phone multiple times and I keep getting the third-party answering service. I am more than frustrated and this is unacceptable.

      Business Response

      Date: 10/15/2024

      Hello, We appreciate you reaching out and are sorry to see the trouble you have gone through. The account has been corrected; additionally corrected claims have been submitted to your insurance to correct your benefits. Please allow a few weeks for your insurance to update. Once updated, the dental office which you received treatment at can re-process the claim for payment from your insurance. Thank you. 
    • Initial Complaint

      Date:10/02/2024

      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.
      They rushed me to apply for a credit card through sunbit for deep cleaning for $1800 I do have insurance through Delta Dental they did x-rays and they didn't give me a breakdown on what they are going to do for me and the prices I paid for a root canal two of them he put a big crack in my teeth I also paid for filling but the only put in a temporary filling I asked for my refund I've been waiting since June the insurance company got their refund in July I've been waiting for it and they keep giving me the runaround I asked to speak to the manager they tell me the manager is not on site every week I call them and they keep giving me the runaround for my refund I am no longer going to them I'm just now starting to go to a different dentist I need my refund

      Business Response

      Date: 10/04/2024

      Hello, please accept this as Coast's response to Ms. Moron. We apologize for the delay in processing, after reviewing this was completed today. Please allow 7-10 business days for you to see it on your end. Thank you. 
    • Initial Complaint

      Date:09/30/2024

      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.
      When you arrive for your appointment, you are given a list of any service upgrades that can be added during the day of your ********** to each item is an exact price. These prices are calculated against your insurance before your arrival. The list includes items as $0 that are 100% covered by your insurance.The problem comes in when you receive a bill for items that were listed as $0. Their response to this is, that "you signed a disclaimer that you will pay for any service not covered by insurance.I would be fine with that if this service is covered by my insurance and they denied it for some reason. ?I would then file an appeal with the insurance company and the insurance company would pay it or give an exact reason why they will not cover the item. They can see clearly when creating this document by looking at the insurance of covered items which items are covered and which are not. I had a visit in Aug 2023 and one in Feb 2024, both times, this same mistake" happened.Once is an accident, 2x is on purpose.I have been in contact with them since Dec 2023 when I received the first bill. I was told that all was cleared from the August day of service. Then, after my Feb 2024 visit I get a bill with the Aug 2023 charges and the same charges for Feb 2024.Through email correspondence they called this a front office mistake. Also, stated was that they will not correct a mistake" that the front office made and point to the insurance disclaimer that was signed. When you commit a financial crime, you cant use a disclaimer to cover up said financial crime.The BBB has many cases of this practice and Coast Dental has an F rating.If we lived in 1950, I could see insurance mistakes like this.However, in 2024, they have a screen in front of them that lists all approved services for each patient.Please stay away from Coast Dental. They scam their customers into paying for ******************** that they told the customer were no charge and 100% covered by insurance.

      Business Response

      Date: 10/04/2024

      Please provide signed *****. Thank you. 

      Customer Answer

      Date: 10/18/2024

       
      Complaint: 22352425

      I am rejecting this response because: See attached.

      Sincerely,

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

      Business Response

      Date: 10/18/2024

      Please accept this as Coast's response to Mr. ********** We are sorry to hear about the confusion surrounding your bill. Upon investigating, it shows that we explained the cost of the services which you did sign the treatment plan acknowledging. On that same signed paperwork, it states that we are unable to guarantee payment from your insurance so can only provide an estimated cost. It was found that your insurance does not cover topical fluoride varnish. For this reason, this is why you received the bill for treatment. The balance is valid, I have also included the explanation of benefits from your insurance who also confirm that the service is patient responsibility. I could suggest that before receiving treatment where claims are submitted to your insurance, you can always obtain the proposed treatment plan which gives you the codes for service and then call your insurance to confirm coverage. With service being completed and confirming with the insurance that the bill is patient responsibility, there is no further action Coast can take as Mr. ********* was billed correctly based off his insurance. Thank you. 

      Customer Answer

      Date: 10/18/2024

       
      Complaint: 22352425

      I am rejecting this response because:

      When I received the bill for the service that was said to be free, at that point it shouldve been noted in the system that my insurance does not cover that service.

      Instead, they told me that the ****** charge was removed, then after my February visit they charged me again for the same procedure.
      This is the procedure that we already discussed was not covered by my insurance, but they presented me a piece of paper saying that it was covered by my insurance.

      As I said in my original complaint, one time is a mistake, but two times is Financial fraud.

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

      Business Response

      Date: 10/22/2024

      Please understand, we are not the insurance carrier we cannot guarantee payment for services, we can only provide an estimate. It is the patient's responsibility to know what is covered. Upon investigating further, it reflects that your insurance did originally deny the claim with no reason provided, we then appealed and resubmitted your claim multiple times to see if the claim would pay out. This appeal process is simply a courtesy to our patients, we are not required to submit claims but do as a courtesy for our patient's. You were initially seen 8/3/23 and then again on 2/8/24. The claim from your 8/3/23 visit was not closed until 5/22/24 when we were informed that the service was not a covered benefit. At that point we had already seen you for a 2nd time. Coast is not taking any further action to this account as Mr. ********* was billed correctly. For items not covered by your insurance and or denied this is patient responsibility. We ask that the BBB close this complaint as no further action can or will be taken. Thank you. 

      Customer Answer

      Date: 10/24/2024

       
      Complaint: 22352425

      I am rejecting this response because: 
      In my 54 years, for every *********** including Dental, they knew what was covered by my insurance and what was not.  They also knew the exact copay, if any. 
      There was never a "front office mistake" anywhere that fell in my lap as my responsibility, as I was told in the email from the ************ location.

      Fluoride was NEVER a covered item under my insurance.  Your front desk can see that when they pull up my insurance of covered items. 
      For my 8/2023 visit, the cost for Fluoride was listed as $0, this is presented to the customer, me, as being covered by insurance. 
      When your team saw, after my 8/2023 visit, that Fluoride was not covered, they still went ahead and presented me paperwork for "$0 Fluoride", six months later, during my 2/2024 visit.  This tells me that you are scamming your patients into paying for services that you told them were free/covered.

      In addition, any ************* Mistake" anywhere else would have been written off and an apology given to the customer for that company's front office mistake/incompetence. 
      Instead, Coast Dental doubles down on the ************* Mistake" and blames the customer. 
      The customer didn't prepare the fraudulent paperwork that was presented to them, Coast Dental did.

      Lastly, Coast Dental would rather lose a lifetime customer than apologize and write off the error. This business practice is a common revenue stream that we can see in many of the BBB and ****** reviews. 

      Sincerely,

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

    • Initial Complaint

      Date:09/30/2024

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi, this is a complaint against COAST Dental for refusing to issue a refund despite explicit instructions from my insurance, ****************. On December 26th I had a visit and get a consultation about toothache. I paid $180 upfront as clinic staff told me there were system limitations at the clinic making it impossible to connect with my insurance company - ****************. The clinic submited the claim later. The submitted claim was $136, and only $59.08 was allowed and full allowed amount was paid by *****************After receiving the ***, I called to the clinic and asked for refund. They declined in very rude manner. On March 7th, 2024, **************** sent a letter to COAST Dental, instructing them to refund the full $180 based on their contractual obligations. COAST Dental has refused to comply with this directive.I still have not received any reimbursement. Cost dental not just owe me those initial payment but actually charged twice for one service - myself and my insurance.This is a final complaint I use to prevent further escalation.

      Business Response

      Date: 09/30/2024

      Hello, please provide signed HIPAA and copy of explanation of benefits provided by your insurance, this would be the same item mentioned in your complaint. Thank you. 

      Customer Answer

      Date: 10/01/2024

       

      Complaint: 22351555



      I am rejecting this response because: I've submitted the additional documents requested by the clinic.



      Sincerely,



      Andrey Popkov

      Business Response

      Date: 10/02/2024

      Thank you for providing the requested items. I have found that you were billed at our regular rates causing you to be overbilled by $185.41, due to this a refund has been generated and a request submitted to our local office to contact you to get the refund details. Please note we will need the original payment details in order to proceed. If you do not hear from the office in the next couple of business days, please reach out to them directly at (321) 449-0833, option 3 will get you to the local office. Thank you! 

      Customer Answer

      Date: 10/04/2024

       

      Complaint: 22351555



      I am rejecting this response because: 

      I am sending the HIPAA form, requested for the case 22351555.

      Also, I've attached the EOB requested by the provider and confirmation of the payment made at the facility on the date of service.


      Sincerely,



      Andrey Popkov

      Business Response

      Date: 10/16/2024

      The refund has been completed as of 10/4/24. I have provided the refund receipt. Thank you. 

      Customer Answer

      Date: 10/16/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22351555, and find that this resolution is satisfactory to me.




      Sincerely,



      Andrey Popkov
    • Initial Complaint

      Date:09/24/2024

      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.
      3/13/24 - a 5 teeth bridge was placed (upper right). I paid my share through a loan $3,752 (see attachment). Coast sent claim to Unum which was rejected 5 times because Coast will not send the additional info to process and pay claim. Info needed are: FMX or Pano, list of unreplaced teeth, extraction dates and hx of partial (see attachment). I spoke to Unum and they will pay $1,250 when info is received. Now I am getting a bill from Coast for $1,147 (I am NOT paying this). I have called the Coast customer service number several times promising a call back which never happened. I also called the **** office (where bridge was placed) and the woman answering hangs up on me and/or puts me on terminal hold when I ask her about sending the additional info to Unum; she also hung up on the dental insurance **** Please submit the additional info to Unum so it can be paid. Also there is a HUGE lack of customer service and no respect for patients. Thank you.

      Business Response

      Date: 09/24/2024

      Please accept this as Coast's response to Ms. ******** Upon review, it does appear that your insurance did initially deny your claim. However, since then we have submitted the required items 2 additional times. The office did attempt to reach you and discuss this situation, they were only able to leave a voicemail. Please review and contact the office back to discuss. Thank you. 

      Customer Answer

      Date: 09/24/2024

       
      Complaint: 22329334

      I am rejecting this response because: I NEVER received any voicemail message from Coast; that is a lie!  I just called Unum and they have not received the Four requested items from Coast to process the claim to pay (FMX or Pano; list of unreplaced teeth; extraction dates and hx of partial)  Unum received the original claim from Coast five times without the requested info, last received on 9/13/24.  Every time I call the **** office, they hang up or put me on terminal hold.  I would like a supervisor to call me to discuss getting the requested info to Unum please.

      Thank you.

      Sincerely,

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

      Business Response

      Date: 09/25/2024

      At this time, we ask that you contact the office directly to discuss your claim. You can reach them at ************** and select option 3 to reach them. Thank you. 

      Customer Answer

      Date: 09/27/2024

       
      Complaint: 22329334

      I am rejecting this response because: I called Coast on 9/25/24 with the number provided in Coast's response  ************** and and was told  she would call Unum to get the requested info to Unum.  I called Unum today (9/27/24) and was told they have not been contacted by Coast nor received the requested information.  And I just got another bill from Coast for $1,147.40.

      Sincerely,

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

      Business Response

      Date: 10/03/2024

      It was communicated that Ms. ******* presented to the office and provided the explanation of benefits. As of yesterday, the office informed they have submitted the requested documents to the plan. At this time, we have to be patient to allow the insurance to complete their claim process. No further action can be taken. Thank you.  

      Customer Answer

      Date: 10/08/2024

       
      Complaint: 22329334
       
      I am rejecting this response because: I called Unum today, October 8, 2024 and Unum has NOT received any of the requested info to process the claim.  Unum requests Coast call Unum directly at ************ to resolve the submission of requested documentation to process the claim to be paid to Coast.

       

      Thank you.

      Sincerely,

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

      Business Response

      Date: 10/25/2024

      Ms. ******* has spoken with our office who explained and confirmed that the insurance did in fact receive the claim and items requested. It was explained that the insurance requires 30 days to review the claim. Thank you. 

      Customer Answer

      Date: 11/01/2024

       
      Complaint: 22329334

      I am rejecting this response because: I called Unum today, 11/1/24.  They received all requested info from Coast on 10/16/24 EXCEPT extraction date, so the claim is rejected pending receipt of extraction date from Coast. I received another bill from Coast.  Please send the requested extraction date info to Unum so the claim may be paid.

      Thank you.


      Sincerely,

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

      Business Response

      Date: 11/05/2024

      At this time the office is working directly with Ms. ******* and her insurance to resolve the conflict with her claim and nonpayment from her insurance. Ms. ******* needs to be working directly with the office moving forward as this claim process can take many weeks and the office is who is fully handling the conflict while keeping Ms. ******* updated. Thanks 

      Customer Answer

      Date: 11/14/2024

       
      Complaint: 22329334

      I am rejecting this response because: Unum is awaiting the requested letter stating from Coast as to why other teeth were not extracted; Unum now has the documentation pertaining to teeth #3 and #5 extractions.  I am still receiving bills from Coast regarding this claim.

      Thank you.

      Sincerely,

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

      Business Response

      Date: 11/19/2024

      Please reach out to the office regarding your claim. It was last communicated that all claim communication needs to be happening with the local office. If you have tried to communicate with the local office and have not been able to reach them, please provide a copy of call logs or communication so we can review further. Additionally, our records indicate that the last bill Coast sent was on 10/3/24; since then, the claims have been re-opened so no further bill has been sent. Please provide a copy of the bill you are stating you have received. Thanks. 
    • Initial Complaint

      Date:09/24/2024

      Type:Customer Service 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 found this dentist through my dental insurance to ensure they were in network. I called and scheduled a preventative routine cleaning for September 20th. The assistant asked me if I was there for dentures. I said no and explained that it was just a preventative cleaning. I asked her if that was what I was scheduled for, and she said yes. She left the room and came back with a plan of care which included x-rays, oral exam and a cleaning. She told me that the insurance covered all but $23. I questioned it since I had verified with my insurance that a preventative visit was covered at cost to me. She explained it was a new panoramic x ray that typically was not covered. I agreed to pay that. I had my x rays done and waited. The dentist finally came in which I was a little confused because you normally have the hygienist clean and then the MD does the oral exam after. I verified with him once more that it was a preventative visit since I had not seen the hygienist yet. He said yes and proceeded to do the oral exam. As soon as he was done, he told me that the hygienist had called in that day, and they would need to reschedule me for the cleaning. He immediately walked out. I was stunned. They rescheduled me for the following Monday. I checked in today. The hygienist called me back and then proceeded to show me another plan of care for a cleaning but told me it would cost me over $200. I was very upset and explained that I was seen last Friday, and she was out so this was just the covered cleaning. She said no it would be $200. I told her that routine dental exams were covered at 100%. She just said sorry. I told her no thanks and walked out. I have now called three other dentists to schedule a screening, but they all want x-rays since I would be a new patient. No one can just do a cleaning. This dentist is being fraudulent with his claims and upselling everyone. Now I can't get a cleaning or check up for six months.

      Business Response

      Date: 09/30/2024

      Please accept this as Coast's response to Ms. ********* We are sorry to hear that you were unable to get the regular cleaning that your insurance pays for. Please understand that our job is to complete services that your health needs and is not dictated by what your insurance covers. We have partnered with the dentist to further understand what happened. It was explained that the dentist completed a perio probing on 9/20/2024 which presented pocket depths/measurements of 1-4 along with bleeding on sites 17, 32. With having 3-4 pocket depths in multiple areas as well as bleeding, it is advised that a deeper cleaning would be needed to prevent any infection from getting worse. I have attached a copy of the completed perio chart for your reference. 
      Pertaining to your records, you are welcome to submit a records request to the office. There is a signed document which you will need to complete before records are provided but we are happy to provide you copies of your x-rays and chart documents, you can take those with you to an alternative dental office, this way they do not have to complete the xrays again, however normally an evaluation would still need to be completed. 
      Please understand we are only trying to provide you services with your oral health needs. If you choose not to accept the offered treatment, that is up to you. Thank you. 

      Customer Answer

      Date: 09/30/2024

       
      Complaint: 22326704

      I am rejecting this response because:

      I was very explicit in that I wanted a preventative screening and cleaning only. I understand the medical evaluation but you could have still completed a routine cleaning. I believe you are upcoding on patients when it is not necessary and charging for procedures that are not warranted.  I would like a copy of my x-rays and chart records. 

      Sincerely,

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

      Business Response

      Date: 10/01/2024

      Please understand that our job is to complete services that your health needs and is not dictated by what your insurance covers. If you are diagnosed with needing more than a regular cleaning or what is covered by your insurance, we are not eligible to provide a basic cleaning, and this could be considered negligence in the future if the condition gets worse. At this time, we do not have anything further to provide, please close as answered. Thanks. 

      Customer Answer

      Date: 10/01/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but I will agree to close the case. 

      Sincerely,

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

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