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:01/23/2024

  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.

  In January 2023 I visited Springhill ************************************* for what was supposed to be a regular teeth cleaning. When I arrived I was told that the Dental hygienist had quit and that the dentist, ************************* would do the cleaning procedure instead. **************** spent a total of approximately 15 minutes quickly cleaning some teeth and then said she was finished. I never returned and I found myself a new dentist.Recently, I received a general email from Springfield ********************************************* and I called their office to inform them I was no longer a patient and I wanted to opt out of communications. The gentleman answering the phone that day assured me he'd take care if it and also confirmed that there was no outstanding balance on my account. Now, a year since my last visit, I received an invoice (with a due date prior to the mailing) attempting to collect $230. I again called the office. This time the receptionist answering stated this was my share of charges and for deep cleaning. I objected and was told that I am responsible for the bill and that there is nothing I can do about it. Unless I pay, it will go to collection and will my stellar credit rating will suffer. Aside from receiving a bill a full year after service, the service itself was not a deep cleaning cleaning as the dental office claims. ************************* appears to have filed a false claim with the insurance carrier I had at the time and is now attempting to collect the balance from me. In fact, the service she provided wasn't even a complete routine cleaning. I am being billed for an incomplete service.The invoice itself does not explain the service(s), date(s) of service, nor does it itemize charges for same.

  Business Response

  Date: 01/24/2024

  We apologize that the client is feeling this way. However, this client is giving inconsistent information. She had extensive work done by the Hygienist over multiple appointments. Her subsequent appointments were follow *** appointments not requiring extensive work.  All her treatment was done per standard of care and coded for what treatment was performed. The insurance that client chose to go with denied coverage for some procedures, which she was aware of. We spent one year on resources on appealing and fighting for payment on client's behalf and got partially paid one year later. Per her insurance, she owes us the remaining amount. Per our financial agreement, client agrees to pay what her insurance does not cover. Also, per our financial  agreement, clients have 90 days from date of service to pay. As a courtesy we, extended that to one year and waived off finance charges. Client called us threatening and intimidating us to write off her balance , otherwise she will write a bad review. We refused to do that as that is illegal to write off her owed amount.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21190241
  
  I am rejecting this response because: The business's accusation that  " Client called us threatening and intimidating **" is absolutely false. I'm sorry to see this business hide behind hyperbole. The cry wolf drama is embarrassingly inappropriate. 

  I have learned through local community members and dental providers that many are familiar with this provider's sub-standard performance and professionalism. Other dental providers have benefitted from the business they now get from unsatisfied patients of ****************. (Furthermore,  I'm not the first to file a complaint against this business with the BBB and I take note that their BBB rating is far from stellar.)

  I did object to being held responsible for a bill that was suddenly received over a year after service provided and which does not make clear the dates or nature of services with itemized charges for same. I have followed up with business (via their Contact Us form online) requesting a full audit. I await receipt of audit.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/04/2024

  Our billing company reached put to the client and explained as well as apologized for the error they made in calculating her payment portion. It was human error and we apologize. Client has been sent and hopefully explained the charges and corrections made by her insurance company. Client is welcome to call the billing company for any further feedback and we appreciate clients feedback.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21190241
  
  I am rejecting this response because:  I have yet to receive a corrected invoice showing the amount due of $32.  No emails have been received, though business front office stated they've emailed twice.  Business also said corrected invoice was mailed on 2/7/24 but I have not received yet.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/12/2024

  Please see attached a screenshot of all statements that have been emailed as well as mailed out. The office has sent another email as of 02/12/2024 including the updated statement as well as mailed out another copy. Patient confirmed with front desk on 02/07/2024 that the email kept on file is correct. The patient is also more than welcome to swing by the office in person and pick up a copy.

  Customer Answer

  Date: 02/12/2024

   
  Better Business Bureau:

  
  I finally received an email from biz dated today 2/12/24, which includes the corrected invoice. 

  In reference to complaint ID ********, and find that this resolution is satisfactory to me.   

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

• Initial Complaint

  Date:09/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 became a patient of Springhill Dental & Orthodontics last year. When I went in for the annual cleaning and checkup ************ had left for the day because I had not confirmed my appointment. A partial cleaning was done and I was scheduled to complete the rest of my checkup on another date. Upon my second appointment, I was provided a second, "deeper" cleaning, but again, ************ had left for the day as I had not confirmed my appointment, even though I showed up on time for both appointments. Again I was scheduled for an additional appointment. At this third appointment, I actually saw ************ and was given a checkup. However, this was billed as three separate appointments and not covered by my dental insurance, I ended up paying quite a bit out of pocket. When I attempted to dispute this, I was told it was billed correctly, however I initially had booked a cleaning and checkup that should have been completed in one appointment and covered by my dental insurance, this was not the service they provided, nor how it was billed. Last month I went in for my annual checkup. Again, I was not given a full cleaning, my teeth were not polished (the receptionist told me this was billed and should have been done) and I was told I was there for periodontal maintenance rather than the annual cleaning and checkup I had scheduled. I do not believe this was billed correctly, as again I received a bill for services that should have been covered by my insurance. Additionally, after ************ recommended a minor orthodontic procedure that was not covered by my insurance I chose to visit my original orthodontist, who informed me that ************ is not an orthodontist, even though she currently advertises that she is and recommended orthodontic treatment through her office. On top of this, my orthodontist informed me that the procedure recommended would not be beneficial for my dental health, and should cost considerably less than what I was quoted at her office.