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:06/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 not informed that this procedure was not covered by my insurance. Was this a coding error by the dental billing department? I called Aetna and they are waiting for the dentist office to produce detailed documents. I am not sure what to do since I have called both dental and insurance companies many times with no results.

  Business Response

  Date: 06/26/2025

  I have spoken with the patient to ensure all billing questions had been answered clearly. The patient received an EOB from the insurance and was concerned that it was a bill from the office. I assured the patient that her insurance will always send her an EOB providing their allowed amounts compared to what was billed, what they've paid and denied, and what the patient responsibility is. With this, I also reminded the patient the insurance is unaware of what the patient has already paid to the office so they are assuming the patient owes what is left over. I assured the patient there was no balance due, as she has not received a statement from us, it was just an EOB from the insurance plan. The patient expressed appreciation for the explanation and information I provided, and stated she would reach out next week to get the complaint removed, or respond favorably if this complaint was something that couldn't be removed. 

  Customer Answer

  Date: 06/28/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** **********

• Initial Complaint

  Date:07/08/2024

  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.

  Today is July 8,,2024 On February 8, 2024 OFallon Modern Dentistry 3009 Hwy K OFallon,MO 63368&Dr. *******************, DDS filed for my ****************************** for payment for a pair of Complete Set of Dentures Mandible and Maxillary Upper&Lower Dentures that I never received from them, When in fact that I was told by ********************* the office manager to go elsewhere to get my dentures made because I wasnt a good fit for them. I didnt get them because the wax try-in dentures/teeth was still too long lengthwise for my mouth and wouldnt fit correctly in my mouth, I never received a set of dentures from them, but they charged my ************************************************* for $1,934.00 Total $770.00 for Each Upper&Lower Dentures that I never received from them,So this is fraud them trying to get money out of my insurance company for something that I never received and they told me that I should go somewhere else to get my full set of Dentures and ********************* the office manager said that they would refund my ********************** for the $770.00 a piece Upper&Lower Dentures that my dental insurance company was billed for and since then they have been paid for a complete set of dentures uppers&lowers,Thank you ************************* .

  Business Response

  Date: 07/26/2024

  Refund has been submitted to the insurance on 7/09/2024 and it was finalized by the billing department. The full refund amount was 1540 that Atena is receiving. As per our previous conversation, you have since been dismissed from the practice and no longer be working with you. 

• Initial Complaint

  Date:01/04/2023

  Type:Billing 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 into Modern Dentistry Office for an initial evaluation to have a bridge made. I was told that the cost would be over what my primary care dental medical card would allow and I would have to come out of pocket for the additional cost of 2,500.00. I was than really greated by two really happy finance people in this office to offer this ***** ********** Charge Card that I could apply for and pay off in 18 months free of interest. I thought well ok. I applied 12/6/22 and was instantly approved within the office at this visit for 2,400.00. I gave them my additional **** card to charge 500.00 which they took off my charge card and than they immediately charged that ***** ********** Charge with the 2,000.00 balance. I was told to come in on 21 December 2022 because my dentist needed to see me. The appointment was made for 8am. Upon being seated and my dentist arriving. I was told by her that they could not perform said agreeded upon dental work and would be an alternative they could offer with even more additonal cost. At this point she asked would I like to go with the additional different work plan I declined since they could not do the original work as agreed upon. Than the two financial people came back in with paperwork on this day saying they would submit paperwork on this day to the accounting/billing office to have both my charge cards refunded fully. I have made calls I have been given conflicting excuses after excuses why this have not been refunded. This is 4 January 2023 and I checked this morning and neither cards have been refunded promised refunds. They even tried to cheat me by miscalucating my refund on one document at some 1,495.00 at first and I had to tell her you need to go back and see I paid 2,000.00 on one charge card and 500.00 on another charge card of mine she came bak to say she would have to do a different invoice again for this. The account 9214559. I have a bill now with a payment due on 16 Jan2023. Please help me get all my money.

  Business Response

  Date: 01/12/2023

  Our office has refunded the patient $1796, as it was a prepay for treatment that had not yet been done. The remaining $704 had to wait until we gave notice to the insurance so that they knew not to process or pay on an outstanding claim.  This has been done and received by her insurance.  As of this afternoon, I have now been able to refund the remaining money to the patient. She should receive her payments in 2-4 business days on her original form of payment. 

  I apologize for the wait, however, I couldn't refund the patient until the insurance acknowledged the changes we sent to them. 

   

  Thank you,

  ******** *****

  Operations Manager

  Customer Answer

  Date: 01/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  They sent 500.00 to a charge card I no longer have and they knew this and did this out of spite. I used to charge cards, which they sent a partial refund with a check without sending it to the credit card. why now would you send it to a card I told them to send by check as well because I had to come out of pocket for another mefical procedure because of them not refunding the 500.00 charged to the card that maxed it out. Therefore I had to borrow additional cash from a friend to pay for my eye doctor visit, new glasses and contacts which I still owe a friend while this compsny sat on processing this refund in a timely fashion where I needed it. Now they process this to a carx I can not use and had to pay money I didnt have in December because of their mistake in refunding bits and pieces in weird stages and it was knowlying paid all at once and instantly taken. Here now almost a mknth later and they try to stiff me knowing I can not get to this refund because it is no longer good and zI had to borrow money for eye mefical needs when they didnt give it back in December 2022 as they promised it would be returned. Why didnt they issue it back in a check form like they did the first one?
  
  Sincerely,
  
  
  ******* *****