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:03/21/2023

  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 am writing to you as (who had been) my dentist I saw for care on January **, 2023 submitted a fraudulent claim for $700.00 with *********************** for procedure he did not do. The claim will not be paid out, as my dental policy has strict waiting period, and I will be charged $700.00 for this procedure that did not happen. On January **, 2023, I had to have an oral surgery appointment for a failing dental implant #**. It was evident from xrays that the post was no longer firmly in my jawbone; it was losoe, I was in pain, so my oral surgeon, *****************************, DMD, at *****************************************, 869 ****** Street, ***********, ** *****, ************ scheduled me for an appointment to remove the post and then do the other procedures related to cleaning up socket, filling, and suturing it. First, however, I was scheduled with **************** of C Street Dental, 505 ****** Street, ***********, ** ***** ************, to remove the crown (artificial porcelain tooth) that was firmly attached to the post. While he started the procedure, he did not have to remove the crown, as the ENTIRE implant came out on its own-it had failed, and was no longer implanted in my jaw bone. I have the entire implant with the crown firmly cemented or joined to post to prove it. I took the post and crown to my very next appointment with my oral surgeon, *****************************, DMD, at *****************************************, 869 ****** Street, ***********, ** *****, ************, to show his staff and the Dr. that they no longer had to remove the implant-it as well as attached crown-all came out on its own, and that they only had to proceed with the second half of treatment. Of course, seeing this, Dr. ********** billing staff did not charge me any removal fee as was originally in my treatment plan. Yes-I was in ******************** office, and this should have been either not charged at all as he did NOT remove the crown, or I can see MINIMAL office visit charge.

  Business Response

  Date: 03/21/2023

  The original intent was to remove the crown and the pt return to the oral surgeon for the implant removal.  During treatment the situation presented that the implant and crown rotated and removing only the crown was no longer applicable.  The implant did not come out on its own.  I had to use forceps to remove the implant.  We gave the implant and crown to the patient and she returned to the oral surgeons.  Removing the implant at my office did not impede nor disrupt the course of treatment.  The pt stated that after returning to the oral surgeons office, they removed the implant removal fee from the treatment plan since it was completed at my office.  Again, whether the implant was removed at my office or the oral surgeons office that same day, she was going to be charged for the procedure.  We charged her for the treatment completed.  Nothing more and nothing less.  We did not file a fraudulent claim.
  
  This patient called our office yesterday (3/20/23) and a communication log was made.  This is what was written "Pt cld upset about the implant removal charge since the implant came out on its own. Tld pt that there still would have been a charge for the implant crown removal so it wouldve been the same amount. Pt sd she cant pay that. Tld pt I would give a $100 discount. Pt sd ok she will cb to pay. Pt sd to cancel her upcoming cleaning appt sd will have new ins anyways."
  
  Obviously the patient is unhappy with financial problem rooting from her insurance.  She agreed to the discount and then submitted her complaint to the BBB.  Her complaint to the BBB was to receive a "MINIMAL office visit charge".  We offered a discount which she accepted unbeknownst to us that a complaint had been filed. 

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19626424
  
  I am rejecting this response because: I did NOT accept their discount. I informed the office staff person that I would think about it, and call back. I did not tell her yes I was calling back to pay and I do not agree with cost. This was never doscussed with me prior to tx, so in future, they may want to discuss fees up front. 
  
  Sincerely,
  
  ************************

  Business Response

  Date: 03/30/2023

  It is protocol in our office when an insurance company does not list benefit coverage for a procedure, to not charge patients for services completed until after insurance responds to claim.  Patient was informed no payment would be due until after claim came back. There is no record of the patient disagreeing sending a claim to the insurance for implant removal.  Sadly the insurance does not cover implant removal regardless of location service completed. 
  
  It is also protocol in our office after any phone conversation with a patient, to document what was discussed immediately after hanging up.  According to the documentation written immediately after the phone conversation, the patient was offered a discount  and the patient agreed to the discount.  Please refer back to first response for exact documentation.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19626424
  
  I am rejecting this response because in a way they are calling me a liar regarding what I told the person over the phone. I told her I had to think about it and I would call back after I took this all in ($600.00 reduced cost) because it was a lot to think about as they don't allow payment plans and I don't know who has this kind of money available to pay all at once, 
  
  Sincerely,
  
  ************************