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:01/18/2023

  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.

  I took my son to a Dentist Provider listed in my ******************** Booklet. Dentist, **************** stated that my son needed Invisalign and that my insurance would pay for this treatment. In order to begin the work Dr. ******* Receptionist said I should sign up for *********** to make the initial payment that my insurance would then reimburse 100%. I signed up and also allowed the *********** credit card to take all monthly payments from my Bank Account. Also, Dr. ******* Office billed my Insurance and insisted they send payments to *********** credit card also. Dr. ******* Office charged my insurance, my husbands Insurance, and the *********** credit card too. Then the *********** credit card charged me $1,000 in interest fees in 2022 stating I didnt make enough payments. I filed a BBB Complaint because I made all payments and did not want my sons care to fall behind or my credit damaged. *********** refunded these charges subsequent to my BBB Complaint. Today, Monday, January 16, 2023; Dr. ******* Office refused my sons treatment on his scheduled appointment and stated I now owe them $3,195 when initially, they stated my Insurance would cover the cost of Invisalign. ************ Office uses the bait-and- switch tactic to lure patients into getting treatment, assures them that their insurance covers this treatment, and then charges a huge bill in the thousands. Additionally, when I made my initial complaint against ************ predatory $1,000 interest fee after I made on-time payments, I received a very angry phone call from Dr. ******* Office asking: How are you going to pay your bill since you filled a BBB complaint!? I told them, With my Insurance that you said would cover all of the charges. I felt threatened and now my son is not getting treatment as Dr. ******* Office wrote me a bill issued today that stated: $3,195.00 must be paid for work to resume. My son was turned away and never received Dental Treatment.

  Business Response

  Date: 01/26/2023

  PLEASE  SEE ATTACHED DOCUMENTS AND RESPONSE LETTER THANK YOU I WILL ALSO COPY AND PAST THE RESPONSE LETTER BELOW BUT EVERYTHING IS ATTACHED 

   

  Complaint ID# ********
  
  01/23/2023
  Dear BBB,
  
  This letter is in response to the fraudulent claim made to the Better Business Bureau by ***************************. The claimants son *********************** (patient) came in with the *************************** (mother) on 7/6/2021 for orthodontics dental treatment. Dental Examination and treatment plan were established. Orthodontic treatment of Invisalign was discussed. Treatment plan was presented to both *********************** and his mother ***************************. Both the patient and his mother **********************, wanted to start the work immediately they insisted upon starting it the same day.  Our treatment coordinator presented financial agreement contract for them to read, review and sign. Both *********************** and *************************** have read, reviewed and signed it (copy of signed form is attached for your record). They opted to get care credit (medical/dental financing) for Invisalign treatment (fee $4500) and Orthodontic retainers ($500) for a total of $5000.
  
    Once *************************** applied to Care Credit (medical/dental financing). She was approved for $4200, which was charged towards her treatment leaving her with $800 balance. She signed the care credit slip and our office treatment plan contract which stated they would pay that day up front since they insisted to have it done immediately and all reimbursement insurance payments would be credited to her care credit, as the payments are made from her two insurance companies; we have attached those refund receipts showing we have up held our part of the treatment agreement contract.
  
  The *********************** (patient) has been getting their work done even though they carried a $800 balance which is due to the office we trusted them with good faith because the initial payment of $4200 covered the direct payment made to Invisalign on 7/6/2021 as we did all the measurements, impressions and scans and pictures that day sent it to Invisalign and they created the patient's entire case in full from the work we provided on 7/6/2021. Months into the treatment, *************************** (mother), has violated her financial contract agreement by initialing a charge back with Care Credit (medical/dental financing) and and refused to pay the remaining of her $800 balance, even though treatment for Invisalign treatment was completed. All that remains is to order Orthodontic retainers which is pending payment of remaining of balance.
  
  Since we have the done the orthodontics treatment for *********************** and refunded insurance reimbursement payment to the patient both by check and refunded via care credit.  As well as taking a loss from the Care Credit charge back. Patient has a remaining balance of $3195.
  
  We have no problem resuming the final stages of treatment as long as payment is received.
  
            If payment is not received within 45 days. Unfortunately, we will be forced to initiate the process of collections which will impact her credit negatively.
  
  All information is document, phone calls, and videos can be provided if need be.
  
  If patient continues to harass our office and slender our reputation with false claims, we will be forced to take legal action against the client and all parties involved.