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:03/10/2023

  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.

  This incident took place January 24th, 2022. I called all around Altoona looking for a Dental provider that takes my insurance which is UPMC for life. I finally made contact with Marasco dentisty and the receptionist informed me that they do take my insurance but only for cleanings and nothing else. So I made an appointment and kept it on January 24th. I provided the receptionist with my insurance card and ID upon arrival in which she made copies, and I assumed she put the information in the EVS ( electronic verification system) to confirm my insurance. No problems with the service, it was great. A month later I get a bill for $160.00, with a side note that says we're sorry we don't take your insurance. I called to inform the business I would not have accepted the services that I had to pay for when my insurance covers it. That's why I spent hours calling providers that took my insurance, (so I didn't have this issue). The receptionist stated " I thought you had a different insurance". I told her I would not pay for their mistake but then offered to "pay something since I did receive the service. She responded "so then pay what you can". I don't understand how a cleaning would even cost $160.00. Being that my supposed insurance only covers a cleaning. I work in the health industry and I'm not willing to pay anything for the receptionist's mistake now since they're taking this stance.

  Business Response

  Date: 03/24/2023

  Patient called for an appt. and told me that he had UPMC4Life Ins and do we accept the ins?  I explained that we do take UPMC4Life for exam, cleaning and bite wing procedures.  He  made an appt. came in for service and gave his ins. card which says UPMC4Life, services were performed and patient left a satisfied customer.  The office is not computer accessible as we are old school pencil and paper.  I mailed in the claim and was sent back aying we are out of network.  Patients plan is called Duel-SkyGen, I send him a bill for the dental fee of $160.00 and explained what the ins. said and that I was sorry.  He called and said he wasn't paying the bill, calling an attorney and how inadequate I was.  I told him he could make payments and agains said he wasn't paying anything.  The office is willing to accept the UPMC rate of $90.00 if patient would cooperate.  I think UPMC should have told him what plan he has and card should say Deul-SkyGen.  Thank you for your time and the office would appreciate any help in resolving this matter

  Kathi G****

  Office Manager

  Customer Answer

  Date: 03/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Again,  I called and told the receptionist exactly what insurance I had, as I had been calling Dentists to find a provider all day. She told me verbatim that they "do accept UPMC for Life Complete care, although it would ONLY cover a cleaning". I said that is fine because that's all I need. So, I scheduled the appointment. Upon getting there I gave her my insurance card and she made a copy, and I assumed verified that they accept my insurance, which is what most professionals do. I do work in health care,  and professionals have access to an (electronic verification system) EVS which  is done on the phone at the initial screening. Why would I choose to pay $160.00 for a procedure  out of pocket when  my insurance covers it? This was a MISTAKE on HER part, and the simple fact that she's lying and saying she told me about bite wings and the other procedure covered is a blatant lie. That tells me shew knew exactly what she was doing. There are no bite wing X-rays because he didn't do them. All he did was clean my teeth. I have to admit, it was the best cleaning and interaction I've ever had with a dentist. Because of this, I'm willing to pay $50 to completely resolve this issue, only because I did receive the service, although I stand firm in the fact that I'm still paying for HER MISTAKE. If they provide me the bite-wing X-rays I will pay the $90.00 they are asking for. Guess what, they won't because they weren't done. If this isn't acceptable then we can resolve it in court. On principle. This is bad business practice and defiantly not best practice. 
  
  

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

  Business Response

  Date: 05/03/2023

  *********

  ID# ********

   

  In regards to ******* ******* included is all of his information along with a copy of his bite-wing x-ray tht he says he didn't have taken.

  Upon receiving the $90.00 that Mr. ******* says he will pay, the office will gladly send or he can pick up the alleged bite-wing x-rays at the office.

  Thank you!

   

  Kathi G****

  ***** ** ******** ******