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:04/05/2024

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I will wait to see what I receive in the mail from the dentist.
  
  
  
  
  
  Regards,
  
  
  
  ******* ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 04/05/2024

  The patient did call to schedule an appointment early this year and when scheduling we let them know clearly that we were not in network with the plan and let them know their cost. They did elect to come in and pay out-of-pocket. They did ask that we file the claim for them, and we said as a courtesy we would file it on their behalf however, we made it clear to them that we are not a ******** provider, and therefore were unsure of any coverage. The patient called us on March 22 and said the insurance company told them they mailed us out a check on 3/18. Today is April 5 we do not show any record of receiving any such check or EOB.  If the patient can provide us via email a copy of that EOB and a record of the check and the date the check was cleared on then we would be happy to further research this and get back to them within three business days via email. Our email is [email protected].  Most times when we are not in network on plans those insurance companies will actually pay the patient directly. 

  Business Response

  Date: 04/11/2024

  The small payment from the insurance was recently located posted etc this past week and a partial refund check was mailed. The patient should receive the check early next week.

• Initial Complaint

  Date:02/20/2024

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The business has not supplied me with written proof that the claim was submitted to my dental insurance. As of today, **** has not received the dental claim from Cottonwood clinic. I have attached a print out of **** claims in their system. Also, if the Cottonwood clinic had tried to submit a claim before, there would be a denied claim on the list of claims on the file I have sent. I have this proof that was sent in previously and attached to this message. The Cottonwood clinic has not taken any action.

  I'm asking for a tracking number for the claim being mailed to my dental insurance OR the electronic Claim confirmation that **** provides when a claim has been submitted to them.

  Since Cottonwood clinic has taken no action, I mailed the claim form with the BC/BS EOB to the **** claims department. I have attached that receipt with the tracking number listed on it.

  In my previous legal documentation to the Cottonwood clinic that states that I have the legal rights to communicate with their clinic. Also, I am the "insured." This is the second form of proof for me and the clinic to speak professional to one another. The Cottonwood clinic must communicate through me through three forms. They can choose through the Better Business Bureau (BBB), e-mail or phone call.

  If they choose by e-mail, they have my permission to send me messages to *******************

  If they choose by phone call, they have my permission to call me at (**** ********* It would be preferable that their office manager make those communications with me or financial officer.

  Again, the Cottonwood clinic has not provided any files in the transactions of the BBB communication system.

  Cottonwood clinic has unprofessional been referring me to some choice words (i.e. estranged wife). From this point forward to keep this on a business level, I am not to be referred to as "mom." The Cottonwood clinic can refer to me as *** *************

  
  Regards,
  
  
  ******* ************* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  the phone that told the oral surgeon's office that my daughter has no other insurance.
  
  I have attached the claim profile from ****. Also, the claims that the oral surgeon has created, but never submitted to the insurance companies.
  
  My request is of your office to contact their office about submitting the claims. They are telling me that they spoke with someone from **** told them they deny the claim because of other insurance issue. The oral surgeon's office has not provided me with something in writing that **** refusal to pay reason.
  
  If the oral surgeon will not submit the claim, I'm asking that their ofice write-off the charges. Please give them a timeline in which they have to resolve this problem.

  Business Response

  Date: 03/15/2024

  Unfortunately there is very little truth to what is written here. The facts that are correct is that yes the complainers daughter did visit this office with dad (not her) and yes the insurance did not pay anything to us. However, during the past year, plus we have sent countless claims to Geha, the dental carrier and to FEP the medical carrier. In a nutshell we had to deal with dad rather than mom because mom was very abusive and irrational when she called but Dad was very nice. Dad explained to us from the beginning and did apologize in advance for his estranged wife’s behavior. The reason the medical claim was not being processed was because the patient had dual coverage which is not allowed on federal plans and he apologized. He said he did not realize he had his daughter covered on his plan as well as the mom‘s plan. The dad did get the medical plan removed for the patient from his policy so that the medical claim could be processed. It was recently processed about a month ago and that medical EOB denial was sent over to dental to see if they would now possibly pay something on this claim.  We have been in pretty frequent correspondence with Dad being that he’s very rational and understanding but we have not been able to communicate with mom because of the abusive behavior that had occurred when she would call the office. We will not tolerate her verbally abusing our employees hence we will only communicate with dad not her. We have been very patient with this claim and have not sent it to collections yet despite being owed several thousand dollars out of a courtesy and continue to try to get it covered through the dental plan now that we have the medical EOB. They should hopefully process it but if not, eventually, this claim being that it’s over a year old will need to go to collections.  The best course of action for Mom is to contact Dad for future updates. 

  Business Response

  Date: 03/22/2024

  The medical denial was received recently like reported earlier. We finally received this due to dad removing the second duplicate policy. Once again no fault of our own. The medical claim was forwarded to geha dental who is currently processing the claim. Beyond that mom will somehow need to contact dad the guarantor for further details and developments (who we are in regular contact with) being that he is the individual listed on the account.