Complaints

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:09/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been experiencing a problem with the business OneMagSmile, who is being rude and unprofessional, hangs up the phone and does 0 effort to resolve the conflict. Prior to visiting OneMag Smile, I submitted all the paper work with my insurance which was accepted with a note that I will have to pay $70 out of pocket. I agreed to this, visited the clinic and after my visit I got a bill for an amount of $189, stating that they now don't accept my documents. I tried to explain that you can not behave like that, first to say yes, everything is in order and then change your mind! If they did a mistake when evaluating my papers I am not responsible for that. That is despite the fact that while emailing me now, they changed the bill from $189 to $198. And that is exactly what happened before the visit. I was told I need to pay $70, then $189, and now $198. I believe this is very unprofessional so please take actions.I paid the bill on 12th of September for $198, but I believe that such business should not be operating until they learn how to treat a client and stop scamming with different bill numbers.

  Business Response

  Date: 09/13/2023

  There is a great misunderstanding between this patient. We have not seen ********* for treatment, she has been calling on behalf of a patient that was seen in early August.  As customary, we took down the insurance information that they provided to us.  Over the phone, a rough estimate of what they might pay with the **** insurance was verbally given to them.  This is always an estimate and is not guaranteed.  However, as it turns out, the information they provided to us was for medical insurance, not dental insurance.  Our office cannot submit to medical insurance for dental procedures.   We had asked them to provide their dental insurance information.  They have not (we are unsure if they just do not have dental insurance or if they do not know where to find their dental insurance information).  However, they continue to tell us that we told them the only cost they would pay is $70.  We have tried to explain this several times over the phone and via email.  They continue to insist that because they submitted "paperwork" (which is standard for new patients), that the only cost they should incur is $70. Again, this was just a rough estimate given to them with the assumption that the information that they provided was valid dental insurance.  We tried to meet them in the middle.  Our usual and customary fees for someone without dental insurance would have been approximately $350-400.  We tried to explain that in the case if they truly thought this was their dental insurance plan, we would honor the **** rate,  totaling $189 (our error was that over the phone one of our staff did say $198 - we apologize).  We were trying to meet in the middle to resolve this with them to be fair to both parties.  I truly think there is a misunderstanding that we are unsure how to explain further.  We have spent a lot of time and effort trying to kindly help them understand (several staff members have tried to explain to dilemma).  However, as they seem to get very heated about this, not much seems to get accomplished during the discussions.   As it stands, they have paid the balance, and now have a $9 credit on their account due to us accidentally saying $198.  We will be crediting that back to them.  If you need further information, please contact our office ************ or send us another link to correspond to.  Thank you.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20591521
  
  I am rejecting this response because: the reason why **************** visited the clinic was that the administrator/staff accepted the documents submitted prior to the visit and confirmed the amount for the visit to be $70. If they would state over the phone that they don't accept that kind of insurance or name a higher price, the patient simply would not come or submit another documents to see if they are accepted. PRIOR to visiting the clinic the patient made sure to submit and request all needed information. The clinic changed their mind after the visit, which is not appropriate behavior for the business. While trying to regulate the conflict, they hanged up the phone, shouted and said they won't spend anymore time on addressing this issue. As an evidence I can try to find a recording of my last call with the clinic, where they were clearly showing no respect and will to address this issue. While I requested to speak with the manager multiple time, they said there is no manager and they are not going to have any more discussion. 
  
  Sincerely,
  
  ************************