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:10/17/2023

  Type:Service or Repair 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.

  I was needing a new dentist so I called around to multiple offices in the area to see if my insurance was accepted and if I was in network. I called First Impressions Dentistry in Yukon, where the woman I spoke to informed me my insurance was accepted and in network. She got me scheduled for November 17, 2022. After my cleaning, I was told my out of cost amount was $73.20. In December, I receive a statement for an additional $226.17. I spoke with their offices twice and told them it was unacceptable to be given a bill for being out of network since I was told my insurance was taken and in network and asked them to rectify the situation. Months went by without receiving anything then I received a collection notice for the amount balance. I spoke to ****** on October 11, and explained the situation again and asked if they would rectify this since I never would have switched dentists if they were not in network. She said she would speak with the office manager and get back with me. I never heard back so I called today (October 17), and got ****** again and told her I was following up. She transferred me to Alli, where she told me that the account was in collections. I had to explain the situation to her. She said they filed with insurance and that is what I owe. She did not care for the fact I was lied to regarding being in network or accepting my insurance. She said it was my responsibility to ensure my insurance is accepted and in network since it's in their financial disclosure, even though that is what I was doing by talking to their office. She was not willing to do anything to rectify the situation, and even said there was nothing she could do since it was in collections. I explained to her that she could withdraw it and write it off. She declined to do so. I am seeking assistance in a resolution to this matter since they acted in bad faith.

  Business Response

  Date: 10/26/2023

  Troy was seen in our office on November 17, 2022 as a new patient. We do not have a record of Troy
  calling regarding asking if we are “in-network” or of our office staff informing patient we are in
  network. We do have an electronic signed Financial Agreement from the patient that states
  (document is provided with this letter):
  Knowing your insurance benefits is your responsibility. Please call your insurance company with any
  questions you have regarding your policy.
  The insurance provided by the patient is in fact out of network with our office/ providers. We collected an estimated out of pocket per the patient’s insurance policy breakdown, but unfortunately
  the patient’s insurance policy paid less than what our practice management system estimated due to
  the insurance policy’s usual customary fees were less than our office’s fees. We file insurance claims
  with the insurance companies as a complimentary service to our patients; it is ultimately the patient’s
  responsibility to know their coverage since it is a contract with the patient and the insurance company.
  We have record of a total of 5 statements were sent to the patient regarding the account balance,
  with 2 statements stating account was nearing collections. Account was ultimately sent to collections
  in August 2023.
  Respectfully,
  Ali **********
  Office Manager
  Matthew ****, DDS

  Customer Answer

  Date: 11/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They have no record of the call since they do not record calls. This is a failure on their part, and a way to leave patients with no course of action. They do not want proof that a call took place to verify my insurance was accepted or that I was in network. I did my part by calling to verify the information at the time of the appointment. They have a signed financial release since that is what they ask of patients. The practice of misinforming patients without recorded conversations and having patients sign a financial agreement is bad business. What *** has failed to understand from my conversation with her and this complaint is that I know what my insurance covers. The office is responsible for providing accurate information regarding insurance being accepted and being in network. I have always called to verify with any medical or dental provider that they are in network and accept my insurance. This is the only office I have ever had an issue with providing wrong information. Providing misinformation is a gross negligence on their part. I understand that they do not want to take responsibility for their actions, but I could have stayed with my old dentists had i been provided the correct information. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/07/2023

  Due to the file type of the recording I will send the recording to ************************* at **************************************************