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:02/02/2023

  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 requested to provide a preauthorization payment for my son's dental surgery. A day before his surgery, I was contacted and told that I did not submit a form. After the center checking, they realized that they had never sent it to me. Since that time, I have contacted the company first to reschedule and then for a refund. They are not responsive to phone messages or emails. No services were performed and my money was not returned.

  Business Response

  Date: 02/23/2023

  The patient arrived late for the appointment and then did not want to wait for the entirety of the appointment. She left prior to being fully checked in. She did request a refund, however, the email was sent to a general mailbox that did not get reviewed. Our Director of Nursing reached out to the complainant and discussed the miscommunication and our resolve to fix the issue. Our Director of Nursing has worked tirelessly with the family to ensure that her son's treatment is completed. The issue has been resolved amicably between both us and the patient. 

• Initial Complaint

  Date:09/15/2022

  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.

  This office has declined to service me. The reason they gave me was that I was "uncooperative and rude" with zero explanation of how. I was told that an administrative personnel made the claim. Here is the order of events:8/8/22- I called Capital Children's General Anesthesia Dentistry (CCGAD) around 11am. I was leaving ******************** (**) who had just referred me to CCGAD for a procedure. During that call, I was told that I need to send them my referral and x-rays, and then after that they would call me to schedule me. I went upstairs back to ** and told them what CCGAD just told me. ** proceeded to send CCGAD all of the requested information.8/1022- I called CCGAD around 11:30am on August 10, 2022. I asked if they had received the information. The Administrative personnel told me that yes she sees the email but they do not know how to open encrypted emails. I asked her If she could see an access code at the bottom of the email or anything like that. She explained to me that they will accept a fax of the information and they cannot proceed without it. I called ** next, around 11:40am. I explained this situation and asked if they could give CCGAD a call and help them. Their Administrative personnel told me they would.I called CCGAD next, a little after 12pm. I asked if they had heard from ** yet. The Administrative personnel told me that I was being rude. I then asked her which part of what I said was rude so that I may remove that from what I say and do, as my only goal is to get the appointment booked. I apologized for anything I said that was rude, as I never used curse words or called her any names. I then spoke with a different person who told me to try my best to get an encrypted email sent or a fax.8/17/22- I called CCGAD around 10:30am on August 17, 2022. I asked if they heard anything from my insurance company. [Please view the supporting documents for the full complete account of events.]

  Business Response

  Date: 10/03/2022

  It is unfortunate that we were unable to schedule this patient. In order to schedule patients for surgery, we need to be able to obtain information from the patient about their identity, their guardian's identity, and health history. Without that information, we can't schedule the procedure as we don't know if insurance will cover the work or if there are health concerns before the procedure. We accept almost all types of insurance, including state insurance, but we still need patient information to provide services to these patients. Moreover, our office has Radical Transparency as a core value. This means we have zero surprise medical billing for anyone treated at the facility--something unique in the medical field. To have this fee transparency, we need all patient information to provide insurance coverage and copay estimates. 
  
  This patient would not provide any information to enable any aspect of scheduling the procedure. When asked, the patient continued to refuse to provide it and didn't seem to understand the purpose of the information. After trying multiple times to resolve concerns, the patient would not provide the needed information, and we informed them that we would not be able to proceed and that they would need to be treated elsewhere.

  This process is the same for all patients at our facility (and most other hospitals and surgery centers).