Complaints

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• Initial Complaint

  Date:04/15/2025

  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.

  Feb 24th I had a Consultation Appt with X-Rays at Mullins office they told me I owed $86.40 which I paid that day they also let me know that my Dental Ins company would not cover any of my Root Canal and I would have to pay the full price and my respond was “Yes I do know and I will pay out of pocket for procedure “ I was given an estimate that day in person on a document of $1636.30. I agreed. On March 5th I recieved a Text and email that I owed another $124.60 for my Consultation appt for Feb 24 still that I was not told about. My appt was Match 11 2025 at 1:15pm When I walked in the male receptionist told me I owed $1636.30 for that day I politely corrected him and said “ You sent me a Text and Email stating I owed you also still more on my appt from Feb 24” he asked the female who sits next to him if she saw the extra on my account and she said she did so I paid $1760.90 and I askedBOTH are you sure that’s ALL I owe totally THEY both agreed March 18th 2025 I recieve Text and Email and invoice in the mail I owe another $132.70???? I called and asked where this amount showed up and why ? When I asked if I owed anymore . Please get this amount off my name

  Business Response

  Date: 04/22/2025

  Thank you for contacting us. I am sorry to hear that your experience at one of our office did not meet your expectations. 

  Per our office policy this is what is communicated to each patient when we are out of network with their insurance.

  "Since we are out-of-network with your insurance provider, we do our best to provide an estimate of your out-of-pocket costs prior to your visit. However, because out-of-network insurers typically do not share their allowable amounts with us, we are unable to provide a precise quote.
  We make every effort to inform patients ahead of time when we are not in-network with their insurance plan so they can make an informed decision about their care. Please keep in mind that any estimate provided is just that—an estimate—and not a guarantee of final charges.
  We’re here to help if you have any questions or need assistance understanding your coverage."

  Patients are given a treatment plan that show an "estimate" and signs the document stating they do understand there may be additional cost once insurance does pay. 

  We would be happy to go over our office policy again with you if you would like. 

  Customer Answer

  Date: 04/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I was told by the office way before my appointment INS would not cover at all due to Out of Network and I agreed to pay all chgs way before the estimate was given to me.

  Thats why I asked the day of appt II THATS all I owed!

  Why did this office text me and email me knowing from 2 months before appt as they contacted me Ins would not cover anything due to Out of network?

  This office employees and it’s a small office to not communicate at all , and customer gets told wrong things and texts and email different amounts
  
  Sincerely,
  
  ****** *****