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:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I was in network, then they called because they couldnt find my insurance(had already told me I was in network) fix it, no issues then get my service done with NO COMMENTS ABOUT ME BEING OUT OF NETWORK.

  Business Response

  Date: 04/11/2025

  4/11/25
  
  Better Business Bureau
  ****************************** 103A
  ************, IN 46241
  
  RE: Case ID ********
  
  Dear Ms. *************** am in receipt of your letter dated 4/4/25 regarding a complaint from my patient ****** *******. I have reviewed my records and interviewed the employees involved in correspondence with Ms. ****************** 2/20/25 Miss ******* presented to our office for treatment.  At that time, she supplied a benefit card for Aetna insurance.  She was informed that ***** claims are processed as in-network benefits.  After the treatment was completed, we filed the claim as agreed. 
  
  On 2/24/25 we received a notice from ***** that the claim was rejected because Miss ******* did not have dental benefits through this provider.  ********* reached back out to Miss ******* and over a series of phone calls it was discovered that her dental benefits were through ************ insurance. Our records were updated and the claim was refiled. 
  
  I do not have any record of if Miss ******* was specifically informed at that time that we are not in network with Delta.  However, I do vehemently dispute her claim that she was told we were in network with *************  Everyone in my office knows I am not now, I never have been, and I never will be in network with ************ insurance.  I also find it unreasonable for her to assume that when she presented the wrong insurance information and was told we were in network, that the same would apply when she gave ** ****** information for a completely different insurance provider. 
  
  On 3/7/25 the claim from her first visit was closed and on 3/17/25 a payment request was sent for the balance due.  Miss ******* paid that balance without question when she returned to the office for further treatment on 3/20/25.  A new claim was filed for the treatment that day, closed on 3/31/25, and a payment request sent on 4/3/25.  It appears it was at this point that Miss ******* realized we were not in network with *************  She accused my employee of being shady then declined an offer of having the insurance coordinator or myself follow up with her about her concerns. 
  
  Ultimately it is the patients responsibility to be aware of their benefits and the network status of their providers.  The dental insurance companies, ***** in particular, go to great lengths and scare tactics to direct patients toward in network providers.  Even if our office did not specifically inform Miss ******* of our out of network status with Delta when she finally provided us with a valid benefit card, that information would have been easily available to her on the ************ website.
  
  Prior to each visit patients are presented with a treatment plan that lists the scheduled procedures, the cost of each, and a disclaimer that any presented insurance estimate is only that, an estimate as it is unreasonable to expect us to be aware of the specific benefits provided by every policy.  I welcome Miss ******* to reach out to my office directly to discuss this matter further with our insurance coordinator, the office manager or myself, but currently I am not offering forgiveness of the balance due.
  
  Sincerely,
  
  
  
  Dr Bryan T Welch DDS
  ****************
  Attica, IN 47918
  ************

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *******