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:06/16/2023

  Type:Service or Repair 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.

  The ****** administration is incompetent. When referred by a dentist ****** records are requested or sent over, but instead nothing was requested so the initial ****** visit was like starting over. On top of this there was no mention insurance does not cover their visits or services provided. The visit resulted in no diagnosis or any idea of what might have caused the dental concern. This very expensive 20 minute $535 doctor ****** visit was a complete waste and hopefully you can avoid this experience at all costs.

  Business Response

  Date: 06/17/2023

  Patient called our on April 26th, expressing interest in scheduling a consultation after being referred by his general dentist. During the conversation, patient mentioned that he did not have his insurance information readily available and would email it to our office. Unfortunately, we did not receive the insurance information via email. On April 27th, Patient completed his online paperwork, indicating that he did not have dental insurance. It was during the scheduled consultation on May 16th that he provided us with your insurance details. We proceeded with the examination and CBCT scan, informing patient that we would verify his insurance benefits to determine the coverage breakdown. However, at that time, we were unable to provide patient with an immediate breakdown of his insurance benefits as verification was still pending. Subsequently, our office billed the dental insurance information patient provided on the day of his consultation and the dental insurance denied the claim.  As a result, patient was held responsible for the patient portion of the fees.

  Customer Answer

  Date: 06/28/2023

  Their reply is simply not true.  They had my insurance information by phone and were supposed to get back to me before my visit, but instead they didn't.  They never answered why they didn't gather my dental records before the initial visit.  Oh well, you just close the complaint as if they answered it and all is good, it is not.

  Business Response

  Date: 07/11/2023

   

  Like we stated in our previous email, patient filled out his new patient paper work prior to the consultation and did not provide his dental insurance information. Our office and the general dentist are not a *************** therefore we do not have access to their records and can only view what was sent to us from their office. It is not our common practice to ask for patient insurance information from the general dentist since this is usually provided on our new patient paperwork, which patients fill out prior to consultations and gives us time to contact the insurance company for a breakdown of benefits to have the day of the consultation. 

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20196671
  
  I am rejecting this response because:

  The staff knows most or all dental insurance doesn't cover their type of x-ray machine and likely knew the patient didn't know this.  This dental practice is not in any insurance network which would be valuable to know and doesn't require any of my personal information to share.  In addition, and maybe the most important part is that it's very standard to request dental records from the referring dentist, and more information is always better than less.  Failing to diagnose an issue and failing to have all possible information available to do so is negligence.  

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