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Business Profile

Orthodontist

West Henderson Dental & Orthodontics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthodontist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:03/08/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    The customer service at this location is very poor, and the front desk receptionist lady, *******, is very rude. She is very unhelpful, and every time I check the status of my pre-authorization from my insurance, she always says she's just busy. In the past three months, I keep calling my insurance and they keep telling me that the clinic didn't send the forms or anything for the pre-authorization, but when I call the clinic, all ******* says is, "I did". This morning, on February 27, 2023, I spoke with the supervisor from the insurance and he gave me his email directly so they could send the information to him. So I called the clinic back to contact ******* to give her information on the email, and she said, "No you have to do it over email. I can't do it over the phone". ******* always has some excuse. Why didn't she just directly refuse me upfront as a patient? I requested for the doctor or the owner to give me a call, but she only said they were busy. This lady is not qualified to work in customer service.

    Business Response

    Date: 03/09/2023

    Good afternoon, 

       Preauthorization for Patient *********************************** was submitted on 01/11/2023 and insurance was requesting different type of attachments, we have been following up with insurance and finally we got approval for her treatment on 03/08/2023 approval should be mailed and received by next week. Now we have authorization approval, and we will be reaching out to patient to schedule, we also addressed our office regarding our protocols and customer service our company standards are always to give a great customer service based in compassion and respect.

    Please let us know if there is anything we can do to help our patient, thanks.

West Henderson Dental & Orthodontics is NOT a BBB Accredited Business.

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