Complaints

This profile includes complaints for iSmile Family Dentistry, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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iSmile Family Dentistry, Inc. has 2 locations, listed below.

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  iSmile Family Dentistry, Inc.

  1305 Church Rd E Southaven, MS 38671-9711

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  iSmile Family Dentistry, Inc.

  PO Box 1168 Southaven, MS 38671-0012

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:07/16/2022

  Type:Product 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.

  On June 21st, 2022, I had my first appt., with ISmile. The financial secretary had assured me that they accept Delta Dental. After my appt., about two weeks later, I received my Explanation of Benefits. It had a breakdown of the amount that Delta Dental paid and how much I owe. It showed that I owed $0.00 amount. However, after returning to ISmile on July 13th, for my cleaning appt., I was greeted at the counter with, You owe us $87.00! I ask why? She responded with you have to pay the difference of what your insurance *** did not cover. After asking her to explain, she said that she was reading the notes in the computer and thats all she had to go off of. I asked to speak to the financial secretary ( the same lady, who had assured me that ISmile does accept Delta Denta), but the receptionist responded with, she will only tell you the same thing that I am saying! To avoid further confrontation, I paid the $87.00 and canceled my cleaning appointment, in order to find out if this was true or was it Corporate Fraud. I contacted Delta Dental, who clarified that ISmile Family Dentistry is a PPO provider and the amount that was paid, was indeed the correct amount, and I should not have been charged anything! I called ISmile Dentistry on July 14th, to speak to the financial secretary, to explain to her, everything that the rep. of Delta Dental had said. She told me that she would call me back after looking into the issue. After giving her a day to respond, I called her back, just to be greeted by a voice mail. I called several times, to no avail. I now think ISmile dentistry does not plan to reimburse me my funds, I am requesting your assistance in this matter. They have been very unprofessional and I feel if you further investigate, you will uncover more fraud and abuse. Im sure Im not the first victim. Thank you in advance for your assistance in this matter. I will be awaiting your response.

  Business Response

  Date: 09/14/2022

  Hello, and thank you for the follow up, on the experience of exchange and services performed on *********************** dental visits. I ***************************** (office manager of iSmile Family Dentistry) have investigated this complaint, I have found that *********************** was indeed charged office fees as opposed to Delta Dental of CA contracted fees. iSmile Family Dentistry is in fact a preferred provider of Delta Dental which means the fees should have been discounted, or the balance written off when we received payment from Delta Dental. Unfortunately our insurance coordinator was still in training in her new position with the office, and clearly missed the fee schedule difference. We do understand these things do happen when a business is in a transition period. The patient coordinator that checked *********************** in on July 13th, 2022 was a new hire and had only been with the office for two weeks, and did not realize the patient did not have the correct fee schedule attached to her insurance/claim which resulted in the patient having a false balance on her account. While we do appreciate *********************** not desiring to be confrontational, we would have loved for her to speak with management to attempt to resolve the matter promptly and properly. Our patient coordinator has since been instructed to direct all patient dissatisfactions to management immediately to avoid such instances in the future, and the insurance coordinator is no longer with the practice. *********************** has been issued a refund check that will be mailed today for full reimbursement of $87.00 for her June 21st, 2022 dental visit. We do offer a sincere apology for the oversight of the incorrect fee schedule being attached to her dental claim.

  It was brought to our attention this is the second attempt to reach out to iSmile Family Dentistry regarding this complaint. We are requesting information from Better Business Bureau about the avenues that were taken on the first attempt, as September 12th, 2022 was the first time we were aware of this issue.

  In closing, I would like to say iSmile Family Dentistry is saddened to have disappointed a patient and created a negative experience; however it was human error that we have since corrected. iSmile Family Dentistry has always operated with extreme integrity, and will continue to do so. As a collective, iSmile Family Dentistry is not above reproach and welcome all feedback as it aids in the growth and development of our practice. 

   

  Best regards,

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

  Office Manager

  Telephone ************

  Fax ************

  email ******************************