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:10/03/2023

  Type:Sales and Advertising 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 visited this dentist's office on Monday, August 21, 2023. After the visit, there was a discrepancy with my dental insurance and they borderline harassed me - calling 3-5 times per day, while I was at work. I corresponded with them via email, to figure out what was going on. Once the problem was identified, I contacted my insurance to rectify the situation. However, the dental clinic had already submitted a bill. Which is fine - I'd rather take care of it myself than have to call the insurance company again. When the bill came, I was out of the country so I didn't receive it until Sept 25, 2023. Immediately after that, on September 27th, I had a bill from a collection company for the same dental visit, which seems ridiculous that I couldn't even get 30 days to pay the bill. On top of that, I believe they are trying to commit fraud - the bill I received was for $219 but the 1st collection bill was received for $359 and the 2nd, received today (October 3, 2023) was for $411.35. I'm not sure where the additional amount is coming from but it seems highly suspicious.

  Business Response

  Date: 10/19/2023

  ---------- Forwarded message ---------
  From: <[email protected]>
  Date: Mon, Oct 16, 2023 at 3:14 PM
  Subject: Complaint ID: ******** *****************************
  To: <[email protected]>

  
  Complaint ID: ********
  
  To Whom It May Concern:
  
  **************************** came to our office on August 21, 2023 for some dental procedures.  She provided us with a secondary dental insurance plan which we contacted but they refused to pay for any of the done procedures and demanded us to contact her primary dental insurance for any payments.  Our office kept contacting ****************** to obtain her primary insurance information by leaving few messages on her telephone as well as by email but she never responded to any of them.  At that point we had no choice but to seek a third part assistance.  Still, in order to help ****************** we had granted her a discount and only charged her the fees that a primary insurance would pay, if she had one.  Those
  fees were well below our office fees that she was responsible for.
  
  Please do not hesitate to contact us if you need further information.
  
  Potomac Dental Clinic
  5862 Hubbard Dr.
  Rockville, MD 20852

  Office: ************

  Customer Answer

  Date: 10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the information they included is not accurate. I have fully admitted that there was an issue with my dental insurance but them claiming that I never responded is patently false. They were calling me 3-5 times a day while I was at work and couldn't respond. However, when I could respond, I did and I have the phone records and email chains to prove it. The only time I didn't respond was when I was overseas and couldn't respond. Once I returned home, I almost immediately received collection paperwork and understandably was not going to engage with the practice any further. 
  
  Regards,
  ************************