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:06/13/2023

  Type:Service or Repair 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.

  I received a missed phone call and voicemail on 06/12/2023 at 11:58 am EST about my son having a dental appointment on 06/13/23 which seemed odd to me since he already had an appointment. I called back at 12:37 pm EST and questioned if it was for my other son who was supposed to have one coming up and the receptionist agreed that it could have just been input incorrectly so she changed the name to the other son for that same appointment time. I got to the office for the appointment on 06/13/23 at 8:50 AM and after signing in with the receptionist and filling out the medical history form, they took my son back for facial X-rays. They completed the X-rays and they asked me for the insurance information which they would have already had when the appointment was made, or so I thought. The receptionist then proceeded to tell me they do not accept my insurance which is the only insurance I have had for my son. I explained to them that I will have to get him scheduled elsewhere but that I didn't want to get any more x-rays done considering he is only 10 and radiation is not good for young ones or anyone for that matter. They told me I would have to pay over $170 for the x-rays even if another physician called to obtain them. I explained that had I known they didn't accept my insurance, that I wouldn't have allowed the x-rays but they didn't care. It was a rather embarrassing episode to stand there in front of my 2 children (daughter & son) and the whole office being told my insurance wasn't acceptable even though the appointment was made a while back by someone they kept blaming by the name of Darla and at no point in time did they tell me that my insurance was not acceptable prior to him being x-rayed. Why would you X-ray a 10 year old child without checking to see if the insurance was acceptable? I would have never allowed this had I known that they didn't accept my insurance. :(

  Business Response

  Date: 06/13/2023

  This patient was told to be here 20 minutes early for her apt. She was not here on time and then had to fill out paperwork. There was no insurance listed on her paperwork or on her sons appointment. It is the responsibility of the patient to know their insurance and if in network. We were discussing at the end of the appointment once she found out that we did not accept her insurance that we were going to write off the charges and let her take the xray but she stormed out of our office without finishing the conversation.  I will follow up with the patient and get the xrays to the correct provider.

  Customer Answer

  Date: 07/18/2023

  From: *********** ****** **************************
  Date: Tue, Jul 18, 2023 at 11:30 AM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  The X-rays have been released and I am satisfied with the outcome. Best of luck to Chestnut Hills Dental. Thank you.