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:12/01/2024

  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.

  In early Sept. 2024 Bubble Childrens ********************************************* firmly stated to **** they took our insurance--Beam/Tufts. Never once mentioned they were out of that network, even when **** was there in person with the kids on Oct. 21 for cleanings. They kept saying oh this is most likely covered, dont worry its usually covered so we'll submit. No mention of any procedures being out of network. Insurance cards and x-rays (dated 5/23/24) submitted Sept. 11, but on Oct. 21 they still did x-rays on all 3 kids plus fluoride and sealant without our agreement. **** was never asked if she consented to the x-rays, fluoride and sealant. Procedures were done without our knowledge. When she found out and asked she was told oh dont worry its usually always covered. It was NOT covered for Naava and **** was not given an option to decline. **** had 2 fillings. Numbers run thru insurance: Estimated Patient Portion (co-pay): $483 Fillings done Oct. 31. Chose to do ************* and were told we would get a 20% discount despite the estimate stating it was not covered by insurance. Bubble called **** 20 min later and said we had to do some extra stuff and the total was now actually going to be around $1200. The fact that Bubble never disclosed initially they were out of the Beam/Tufts network and assured that their services were most likely covered is a gross action of bait and switch. On Nov. 18 they billed us $3,385.20 which included charges for x-rays, fluoride for Naava, sealants for Naava and **** at $120 a tooth x 6, which again they assured was almost definitely covered with still no mention of anything out of network. Bubble has overcharged us beyond the usual and customary rates and is attempting to balance bill in order to compensate for non-reimbursable insurance costs because they are out of network. Padding the bill by overcharging for their services, including the ones that were not authorized by me, is very dishonest and unprofessional.

  Customer Answer

  Date: 12/12/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 12/23/2024

  We do a complementary benefit check for all patients as dental insurance is very confusing.  I have attached the worksheet we used when we called ************** to verify and they stated that out of network benefits are the same as in-network. 

  I have also attached a FAX we received for Beam stating 100% coverage as well.  

  We did research on Beam to see why the company didn't cover 100% and found out that they are one of the worst Insurance companies in existence.  They have a D- rating with The BBB and several bad reviews online about their deceptive business practices.  Those reviews range from Beam is a SCAM, Beam didn't cover my dental care to they lied about coverage and stay away.

  We feel bad for the patient as they didn't get what they expected from their insurance company, but that has nothing to do with us, the care we provided, and how we do business and our reputation.

  The claims in the complaint are false. All procedures were done with consent and our fees are not "padded".

  As an act of compassion and trying to help the family with the situation and their balance after insurance coverage we credited their account $1005.

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please be advised that I spoke to Beam and they stated that whether charges are either in or out of network they cover 100% only BASED ON THE CONTRACTED RATE.

  
  

  I noted that on the long invoice they attached to their response that they deleted the "x-ray charges" and substituted the language "professional courtesy" instead, probably to make themselves appear to be more compromising to my complaint. This demonstrates fraud.

  
  

  I have also filed a complaint with the *******************'s office, primarily based upon the fact that it is illegal in MA to do "balance billing", which Bubble has done in order to recoup their "padded" charges on their exorbitant bill. Their bill translates to approx. $700 per child (x3), which was only supposed to be originally for cleanings, but they ended up tacking on multiple extra charges without authorization.

  
  

   

   

  Business Response

  Date: 01/13/2025

  Attached are the documents showing that all the work done was with parental consent.

  The courtesy discount we applied was prior to any complaint filed as shown in the ledger.

  The law stated is not applied to dental offices nor for routine care.

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Regardless of any other documentation attached to their recent response, Bubble is blatantly guilty of fraud in their BALANCE BILLING procedures, in violation of Massachusetts consumer law. My wife signed general consent forms, which were not specific to the procedures that were performed and they DID NOT even ask or tell her while she was present and sitting in the exam room exactly what they were doing.
  
  They were guilty of taking x-rays even though they had already gotten the childrens' prior x-rays, in violation of the "General Consent" that was signed for each child. Their "courtesy discount" only applied to the fees charged for the x-rays.
  
  Bubble was paid from Beam based on the pre-approved rates and has no right to BALANCE BILL for the difference. No one would agree to pay $700 per child for a cleaning that is routine care.  

  Business Response

  Date: 01/16/2025

  The consumer is incorrect regarding the balance billing as it does not apply to dental offices,  but only to medical providers who provided emergency service where the consumer had no choice but accept the treatment.

  We have been open to negotiate the outstanding bill in good faith, but it appears the consumer is taking no responsibility for the lousy insurance he has.  We have previously provided documentation of complaints against BEAM insurance.  Its not use he should be upset with but his insurance provider.

  If the consumer would like to discuss some type of partial payment I would be open to a civil discussion, otherwise we consider this matter closed.

  I can be reach at ************, ***** *****

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  Bubble advised my wife that fluoride and sealants would be covered since they were preventative. We were directly billed for 6 teeth @ $120 for *** for sealants that were not even submitted to Beam. Even though we submitted prior x-rays for the children, we were still billed for Radiographs-periapical, Panoramic radiograph images and Radiographs-Bitewings for all 3 children. Bubble checked our insurance beforehand and knew what was going to be covered and what was not going to be covered, but failed to inform my wife when she was there before those specific procedures were done. I have read many negative reviews about Bubble online which stated exactly what they have done to us with the padded ******** and bait and switch. Apparently Bubble knew before we did that they were not liable for the balance billing as a private dental office. We will wait to see how the MA ************************* deals with my complaint against Bubble.