Complaints

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• Initial Complaint

  Date:08/02/2023

  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.

  ***** the business manager confirmed our insurance covered the visit day of visit. Month later we got an invoice saying insurance did not cover it the day of the appointment . We have spoken to insurance and they said we were covered as they confirmed. Office manager ***** is awful! She confirmed by email that it was paid and then denied it. There is fraud going on here. I have proof of the email. She is rude speaks over you and is playing games over there ! I have asked to speak to the Owner **************** many times and they claim hes always out of town and doesnt have an email. I dont know what kind of business they running there but ***** does not belong in costumer service. Disgusting person! Disgusting treatment of costumers. Please resolve this insurance issue as I believe she is doing this out of spite and practicing untruthful and unlawful business practices

  Business Response

  Date: 09/05/2023

  on 2/1/2023 The ******* family came in as new patients. We checked eligibility the morning of their appointment and had an eligibility report.  Once submitted to their insurance (Liberty/Medicaid) they denied the claim.  After multiple appeals Liberty/Medicaid still denied the claim saying insurance was retroactive  and non eligible even though we have proof of active eligibility. We advised them to contact insurance as well as their insurance also sent them a letter stating it is patient responsibility. After multiple statements, the billing department sent a letter  regarding account over 90 days past due and ready for collections. The children had upcoming dental appointments, I called parents to let them know account is past due and before we can see children account must be current, I can collect payment, continue appeals and if insurance paid we have no problem reimbursing payment back to them. *** stated she had an email from me saying " insurance paid" I advised I am not sure who and how she received that email from me as it was the fouth of July weekend and office was closed. I get a call from the husband ***************************** and I explained to him also how account was ready for collection, ****************** then went on and said if we send them to collection he will come over and raise h*** At that point I said I am not continuing with this conversation. I told him to have a great rest of his day and ended the conversation. Mom later called our other location and spoke to the other office manager *******. ******* advised ****** and ***** maybe they can contact the welfare office to see if they can help them since we do have proof of elgibility and they still denied claim. 
  

  
  

  Customer Answer

  Date: 09/19/2023

  
  
  I am rejecting this response because:
   I had to call another office to receive  quality non hostile service. ***** as you can see, sent an email saying the balance was paid, then denied it.  So months went by I thought there was no balance after she verified it was paid. There was no communication after she verified that. The account was about to go into collections. She spoke over me, wouldnt let me speak, exhibited extreme hostility and rudeness that I was in shock. I would like to speak to the owner or someone above her because this service is unacceptable. I believe she was practicing unethical business practices. I would also like to add that ***** is in violation of HIPAA with her response where she mentions the type of health insurance we have. This is a public forum and sharing personal private health insurance information is in direct violation of  the coveted entities  of HIPAA. Someone who works in the medical field should be more careful of posting personal patient information on a public site. I will be filing a complaint with HHS regarding this  violation. 
  
  
  
  
  
  
  Sincerely,
  
  ***************************