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:11/29/2022

  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 no longer using them for my dental service because of ********* I have contacted them multiple times about a $642.53 balance that I keep getting a statement in the mail. When I contact them, they say that I do not have a balance on my account and they will fix it. What ever my insurance doesn't cover I am charged immediately and pay.This has been going on for over a year. I want them to stop sending me bills when I do not owe them anything.

  Business Response

  Date: 12/13/2022

  December 8, 2022 
  Dear BBB service Metro Washing DC and Eastern Pennsylvania, 
  We are in receipt of a complaint filed against our business by the above-mentioned patient. We have documentation stating the patient questioned a balance with our office on 12/7/2021, since then we have no documentation that the patient contacted out office by phone regarding any additional questions. During the conversation on 12/7/2021, the patient indicated he would contact his insurance company regarding his questions. 
  We believe this complaint is based on the patient's confusion with dental benefits provided by the patient's dental insurance. We have completed a full account audit on this patient's account, and associated family members under the same billing account. We have attached the audit trail for each date of service provided for two family members from 11/15/2018 through the most recent date of service of 12/7/21. In completing this audit, we were able to correct issues in the account which you will see notated; however, an account balance of $557.11 still remains on the account. It is important to note, our billing policies are based off the explanation of benefits provided to us by the patient's insurance company, which you will also see noted on the attached audit sheet. These explanations of benefits dictate to us how much to charge the patient based on contracted rates with the insurance company. Below we have included simplified explanations of the account balance of $577.11. 
  For the claimant (Pat #***) 
  Total Charges: 
  $2,976.00 
  Total Paid by Ins: 
  $1,200.86 
  Total Paid by Patient: 
  $988.53 
  Total Balance Remaining: 
  $786.61 
  For claimant spouse (Pat #***) 
  Total Charges: 
  $375.00 
  Total Paid by Ins: 
  $196.00 
  Total Paid by Patient: 
  $408.50 
  Total Balance Remaining: 
  -$229.50 
  We hope to resolve this issue with the patient, and keep our business in good standing. If you have additional questions regarding this, please contact our office at 610-967-1500. 
  Thank you, 
  Brendan B******, DMD 
  
  

  Customer Answer

  Date: 12/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  Complaint: ********
  
  I am rejecting this response because: For years they require us to pay the difference that the insurance will not cover immediately.  We do this always.  If they are not getting what they want from the insurance company, they want us to pay it.  They have all the numbers as to what will be paid for by the insurance company and what is not paid for.  At the time of the visit, we charge what we own.

  
  

  When he called us, he threatened us that he should have this go to collections, because he is not getting the money he feels he is owed.  He now no longer accepts our ********Insurance, because he is not getting paid.  So we have changed to a new dentist that does accept the insurance.

  
  

  We are on a fixed income and retired, he accepted our insurance, and we paid the difference at the office visit.  He also told us that he does not want a bad review from the BBB.  Every so many months, when they send us the bill, we call the office and the office tells us our account is zero and they do not know why we got a statement.  We call them every time we get it.  This time I contacted you directly because the office says we own nothing.  Now since you  have been involved the number keeps going up and up.

  
  

  To me this is a problem, we pay what they tell us we owe at the visit, now we owe more.  He sent us the same paperwork he sent the BBB.  One minute our account is zero because we pay what they tell us and now he says we own him more.  When I made this complaint he said that we owe $642.53.  With the paper work he sent us he says that we owe $786.61.

  
  

  We only get his bills about every 6 months or so.  Now today a month later he sends us a bill for $642.53, one month later, which is not how the bills have been coming.

  
  

  To close this complaint on good terms for everyone, I see our balance as zero, since we pay the difference from the insurance at the time of the visit that they require.

  
  

  Thank you

  
  

  Regards,
  
  *******************************
  

  Business Response

  Date: 01/11/2023

  December 8, 2022 
  Dear BBB service Metro Washing DC and Eastern Pennsylvania, 
  We are in receipt of a complaint filed against our business by the above-mentioned patient. We have documentation stating the patient questioned a balance with our office on 12/7/2021, since then we have no documentation that the patient contacted out office by phone regarding any additional questions. During the conversation on 12/7/2021, the patient indicated he would contact his insurance company regarding his questions. 
  We believe this complaint is based on the patient's confusion with dental benefits provided by the patient's dental insurance. We have completed a full account audit on this patient's account, and associated family members under the same billing account. We have attached the audit trail for each date of service provided for two family members from 11/15/2018 through the most recent date of service of 12/7/21. In completing this audit, we were able to correct issues in the account which you will see notated; however, an account balance of $557.11 still remains on the account. It is important to note, our billing policies are based off the explanation of benefits provided to us by the patient's insurance company, which you will also see noted on the attached audit sheet. These explanations of benefits dictate to us how much to charge the patient based on contracted rates with the insurance company. Below we have included simplified explanations of the account balance of $577.11. 
  For the claimant (Pat #***) 
  Total Charges: 
  $2,976.00 
  Total Paid by Ins: 
  $1,200.86 
  Total Paid by Patient: 
  $988.53 
  Total Balance Remaining: 
  $786.61 
  For claimant spouse (Pat #***) 
  Total Charges: 
  $375.00 
  Total Paid by Ins: 
  $196.00 
  Total Paid by Patient: 
  $408.50 
  Total Balance Remaining: 
  -$229.50 
  We hope to resolve this issue with the patient, and keep our business in good standing. If you have additional questions regarding this, please contact our office at 610-967-1500. 
  Thank you, 
  Brendan B******, DMD 
  
  

  Customer Answer

  Date: 01/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  We have been going to bear-creek dental for many years and have never has this problem.  Right from the start we are required to pay what the insurance does not cover, at each visit before we leave.  This has been the way it was since the beginning.

  
  

  They submit everything to the Insurance company.  So if there is a problem with the insurance it is their responsibility, we do not submit anything.  I have also had no lapse in dental coverage.

  
  

  I will not get into the fact that every root canal he had done for my wife and myself, we had to pay another $1000 to have the tooth pulled out, because the root canals that he did, the tooth fall apart. Also the one time he gave my wife Novocain, she told him that the room started to spin, he told her that she was psychosomatic. Which ending up giving her vertigo and she had to see other doctors and get multiple tests done.  We did not make complaints to the BBB for these problems.  

  
  

  If there is a problem then they should be contacting the insurance company for their mistake, no us.

  
  Regards,
  
  
  
  ******* * *******