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:06/05/2023

  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 called back in March to schedule a dental appointment for all 4 of my family members. They told me they did not have availability until June. I felt that was a long wait but accepted it. I gave insurance information when I scheduled my appointment. Two days before the appointment they call me to tell me that they do not accept my insurance. I complained that I waited two months for this appointment and inquired why didn’t they check eligibility when I scheduled. I got no definite answer, I asked to speak to a manager and there was none onsite. I am complaining about excessive wait times for care, and poor internal operations that affected my families care. I am requesting to speak to Senior management to address my complaint. I was simply told I would have to pay out of pocket for my entire families care if there were to be seen. This is unacceptable. I spoke to a ***** who claimed she was a team lead.

  Business Response

  Date: 08/16/2023

  Good evening, 

  Thank you for the opportunity to review the requested feedback in regarding the patient experience that  occurred on 02/01/2023.  Our records show the patient was scheduled and seen for an appointment on 2/1/2023 for routine preventive services.  Insurance payments for 2/1/2023 visit were received and paid per the insurance-patient contractual agreement. On February 15, 2023, the patient's account had a balance owing due to coverage percentage. On March 6, 2023, the patient pre-authorization for restorative services were received. The office attempted to contact the patient on 2/15/2023, prompted to leave a voice message,  On June 5, 2023, the patient called to notify the office they were filing a formal complaint in regards to their disagreement with the appointment and confirmation protocol.  On the initial call with the scheduling coordinator the patient recorded that there insurance carrier was ********; however, that policy had terminated. The patient was upset the office did not contact the insurance and confirm coverage until 2-days prior to the appointment.  The patient felt, per the recorded grievance, that it is the offices responsibility to confirm the insurance-subscriber relationship.  When the Fusion Dental Team Leader attempted to explain the protocol the patient became upset and hostile over the phone. Fusion Dental Waldorf makes every attempt to honor the patient by confirming insurance coverage for all patients; however, the relationship of insurance providers is with the subscriber. This is a very unfortunate event, we value all of our patients, and as the new practice manager, it saddens  me that we no longer have the opportunity to service this family. It is our sincere hope, that the ******** family reaches out to discuss the opportunity to  mend the relationship, but we also honor their wishes to have found a new provider.   Our door is always opened and we are ready to serve them and we take every grievance serious and see them as an opportunity to grow as a provider.  The family of Fusion Dental Waldorf wishes the ******** the best.  Our number is ###-###-#### if a future opportunity presents itself.