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:02/07/2023

  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 went to my dentist on 08/23/22 due to have extreme pain in one of my teeth. I was told that I would need a root canal and my dentist office proceeded to call Root Canal Specialists while I was there to see when they could get me in and what the cost would be. I live on a very limited income. I was told that I would only be able to be seen if I had the co-payment amount available. That morning, I was told that the insurance amount that I had available would be $675.50 and that my portion would be $411.00 as I wanted to have Nitrous Oxide for pain control and was told that was $100 of the $411.00 that I would need to pay. My appointment I believe was for 7:15 am on 08/24/22.Later that day on the 23rd, I got a conformation call from the office of the Root Canal Specialists to confirm my appointment and also to confirm that I would be able to pay the co-pay which she again told me that my amount was $411. I came in on 08/24/22, and filled out the paperwork, and I did sign an agreement to be responsible for any extra charges....but when I questioned that, I was told....it normally never amounted to a few extra dollars and not worry about it. Procedure went smooth and I was done and out of the office by 7:30. Nothing was said about there being any additional expense to myself and I went on my way.Much to my horror, I received a bill for an additional $478.50 at the end of august. When I went back to my dentist, I questioned her about if this particular Root Canal Endodontist regularly surprised their clients with bills as such in her experience and she said, no not that she knew of.I am NOT EVER willing to pay for something in which I was not quoted. I had a very standard procedure done and there was no mention in the 15 minutes that I was in the office of any additional charges made aware to me. My dentist staff gave them all of the information about the tooth, (ie location etc) when they called to help me get an appointment. This is unprofessional!

  Business Response

  Date: 02/07/2023

  We are only able to give you an estimate based upon what your insurance is expected to pay but unfortunately if the patients insurance isnt able to come through with complete payment, it is ultimately the responsibility of the patient for knowing their own insurance. This is stated in the financial policy that was signed prior to treatment. 

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19337295
  
  I am rejecting this response because:

  I was standing at the desk at my dentist office when she made me the appointment with you. She told you EXACTLY the amount I had left that my insurance would pay right while I was standing there. She was told that I would have $311 additional to pay and relayed that message to me. When the girl from YOUR OFFICE called me later that day to confirm my appointment, I talked with her about if I could have nitrous oxide and she told me sure, and it would be an additional $100. I went ahead with the appointment as I did have the $411 cash. So YES, I was quoted a very specific amount. I was actually quoted it twice. Your office had my insurance information prior to my coming in. 

  SO once I again, I was not made aware of almost an additional $500 worth of charges EVER. I am NOT PAYING for it. I do not have the money nor do I feel I owe. It is unprofessional to SURPRISE a client with a unexpected bill and it is seriously WRONG and UNETHICAL. Perhaps in your world it is ok but it in not a good way to do business. 

  I will not hesitate to go online and write as many reviews as possible regarding this unless you take care of this. One does not take a car in for work and not be made aware of addition expenses from which it was quoted and be expected to pay them without first being made aware of the new charges and getting authorization. 

  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/13/2023

  Unfortunately, your insurance did not come through with their portion of the payment that was expected. Please feel free to call the office front desk to get the appropriate information needed to contact your insurance company. You should ask them, why they did not come through with their portion of payment. This may better help to understand the situation. 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19337295
  
  I am rejecting this response because: 

   

  The business is calling me a liar and a thief. Obviously you did NOT READ the message I sent. I carefully explained it all to you. This is the LAST CORRUSPONDENSE that I am having with you. I AM NOT A  LIAR. I stood in my dentist office while her staff told your office EXACTLY HOW MUCH I had left on my insurance and THAT WAS THE AMOUNT THAT THEY PAID. I am debt free and do not do anything that I can not pay for. I had a VERY SPECIFIC conversation with a girl from your office later that day on the 23rd who repeated everything back to me confirming the insurance amount and my amount. I had to borrow money to cover what my part was so I KNOW EXACTLY what was discussed and what I had to pay. I dont appreciate you accusing me of lying and making stuff up. You all need to take some responsibility for your mistake. I am NOT PAYING THIS NOW OR EVER. Go back and read the last message. It was very clear and truthful. I am not going to call your office to have someone try to explain your truth. I WILL NOT BE BULLIED. 

  Any further correspondence, bills, collection agency c*** or phone calls about this will be disregarded. I will now put my energy into writing up reviews about how you do business. Obvious that does not matter to you!

  
  Sincerely,
  
  *****************