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:02/07/2024

  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 was seen at the end of October 2022 for wisdom teeth removal. Prior to being seen I spoke with the office manager who went through the insurance amounts with me. I explained to both the office manager and the Dr. that my insurance was at its *** for the year and I was willing to wait until January if necessary to do the removal. The office manager informed me there was a one time use for facial and oral surgery with a *** if 1500 dollars so my total would be appriximately 700 *** if pocket (thus was paid the day of surgery). We scheduled the appointment and removed the wisdom teeth. About 6 months ago I received a call stating I owed them money for services. As I do not have the money to pay for this they continue to call and text harrassing me for the money. As this was a mistake on their end not mine, I would like to find a solution acceptable to both parties

  Business Response

  Date: 02/21/2024

  We have reviewed this account and an error was made by a previous employee.  After speaking with the managers we will be writing off the balance on the account due to our error.  The will be nothing further due from the patient.  Thank you! 

• Initial Complaint

  Date:11/28/2023

  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.

  Visited the Great Basin Oral & Facial Surgery office on 8/22/23 for a consultation on a tooth extraction. Was charged $93.60 in advance of seeing the dentist for his consultation. Claim was submitted to my insurance co. for payment. On 9/05/23 went for appointment to extract the tooth. Paid 196.65 in advance before the extraction. Upon leaving the office was told I had to pay another $114.40 before I left because my insurance company denied the claim for the consultation. That was a lye due to the Delta Dental EOB dated 8/25/23 showing payment to Great Basin Oral. Review of the Delta Dental EOB dated 9/15/23 again showed that I had been over charged with another up front charge. It appears to me that Great Basin Oral & Facial Surgery charges their patients up front a cost equal to a non-insured patient. They know all along their patient has insurance and exactly the amount agreed to and covered for the procedure to the dentist and the patient covered amounts. My opinion is that they have over charged me on two occasions and have not repaid me for these over payments in a timely manner and I believe this to be fraud. They owe me $135.45 and have had this money in their possession since 09/05/23.

  Business Response

  Date: 11/29/2023

  Patient was originally seen in August
  for their initial consultation. It is our standard practice to collect
  estimated copays at the time of patient check in. We collected what we thought
  to be their copay based off benefits we were able to obtain online since we
  hadn’t received the information prior to their appointment. Following this appointment,
  a claim was sent to their insurance.
  Patient returned for their second
  appointment in September, and we collected the estimated copays at check in. We
  did not collect $114.40 for the first visit because at that time, the claim was
  still out to patient’s insurance. This is reflected on the included ledger. $196.65
  was collected because that was the estimated copay for the extraction. Sometime
  after the patient’s appointment we received insurance payment for the first
  visit and after applying it to the patient’s account, an adjustment was made to
  honor contracted fees.
  Patient came in asking about a credit
  on their account and was informed at the time that there was still a claim out to
  the insurance. Patient was given the option to get the credit returned for the
  first visit right then or to wait for the second claim to be paid so 1 refund
  could be given for the correct and full amount owed to them. Patient chose the
  second option.
  When the patient returned to the
  office a few weeks later with an explanation of benefits for the second visit,
  we found that their account now reflected the second insurance payment and their
  true credit. Patient was told that the refund request would need to be
  submitted to our corporate office for final approval and a check to be made out
  and that the process can take a couple of weeks for completion. Patient was given
  the option of picking up the check or having it mailed and they chose to have
  it mailed. A refund request was submitted to the corporate office for process
  and approved. A check has been made out for the patient and is being mailed.
  We apologize for the frustration and confusion
  this has caused and for the delay in getting this patient their refund. We can
  assure you there is no intention of withholding money from a patient when it is
  owed to them and we hope to rebuild trust with this patient.
  
  
  Sincerely,
  Jannell G.
  Operations Manager

  Customer Answer

  Date: 12/03/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******