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:11/07/2023

  Type:Billing 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.

  Grove has just sent me a bill for $123.20 out of the blue. My family has not gone to this practice since October of 2022 and we have paid all balances. I also noticed they charge my account on November 1st of this year and we havent even been there!! We switched dentist last year. This is a false bill and these people are crooks. I called to speak to billing and kept getting sent to voicemail during their business hours. I have also left a message with no response from them. This is exactly why I left this practice. This is not an honest practice.

  Customer Answer

  Date: 12/01/2023

  The company has written off the erroneous bill and settled with me

• Initial Complaint

  Date:10/24/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Billing practice of business is to check benefits and out of pocket expenses for planned services, asking the patient to pay the anticipated patient expenses at time of check-in. An over-payment is not refunded. An underpayment is not billed in a timely fashion. I personally kept track of my current, active balance. On 2 occasions, the billing department stated anticipated services were covered by insurance but upon receipt of the dental insurance statement, the billed services exceeded frequency limits. These charges were placed in dispute with Grove Dental as they insisted the services were covered by insurance carrier and by declining the service we were being non-compliant. In both situations, the billing department stated it was their error and that we would not be held financially responsible. On August 22, 2022 we purchased Sonicare brush heads; an account credit was applied to this service. The remaining account credit was applied to a bill received and paid 5/22/23 for a remaining balance of $17.29. This zeroed out my account per my records. I received a phone call from Grove Dental on 6/29/23 stating my upcoming appointment would be cancelled if I did not pay in full an outstanding account balance of $177.63. I was never billed for this amount and totally blindsided by the call. I stated so to the caller. My appointment was cancelled. I continue to be billed for a balance of $178.58. I have sent several letters to Grove Dental and had one phone call with a billing department representative in an effort to resolve this issue...her response was pay the bill or it will now be sent to collections. From what I can gather a new billing department with all new employees was implemented in 2023. They are now looking at the insurance company's statements and monies paid by the patient over the years to determine a final account balance for the patient; charges previously disputed and written off by Grove will not be honored.

  Customer Answer

  Date: 11/30/2023

  Grove Dental ignored requests on my part to resolve issue.  It was their way or no way.  Grove Dental sent the account to collections without notification.  I became aware of this by finding e-mails in my spam folder which once again had the appearance of a scam.  Thereafter, the collection agency immediately went into harassment mode by sending frequent emails all of which I found in my spam folder.  Our FICO score is in the "excellent" range; we did not get this rating by not paying our bills as Grove Dental is asserting.  Grove Dental got "their way"; we paid the bill.  I have never experienced such unethical billing practices and poor customer service.  A sad sign of the times.        

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went to Grove dental as a new patient with my 2 children on March 15th, 2023. At our first visit, I was told my insurance was verified and x-rays that they needed were covered. When asked if it was ok to take them I specifically said “if they are due and covered”, and again was insured everything was preauthorized. They found all these things “wrong” with my teeth at the time and said I needed, some filings repaired, a possible crown and expensive periodontal injections/treatments. This baffled me because as a regular dental patient that only switched practices because they stopped participating with our benefits, I have never been told I needed special cleanings or treatments. I questioned this and trusted them and went ahead with the treatments that ended up costing me close to $800 total. I paid at the time of every visit. At a later visit for my son on April 3rd for a filling treatment they said he needed, I was told there was an unpaid balance on the account for $144.23 for uncovered x-rays. I told them that I was told originally everything would be covered and stated that they were not to do anything that wasn’t during that first visit so there should be no reason for a balance. They very quickly said ok, we will take care of it and deducted it at that time from my bill. I paid the remaining balance that day of $66.82 on April 3rd for my sons filing and that was the last I heard about it. Today, someone called me to tell me that she was trying to preauthorize insurance for an upcoming visit and it was saying the insurance was no longer active. I explained to her that I recently (April 30th) lost our supplemental insurance and am working on replacing it and that she should push off my next periodontal treatment appointment until I can do so. Then she tells me about the balance on my account, I explain to her that I was already told it would be removed back in April and she said she would look into it. As soon as I hang up, I receive a threatening email message that my account is delinquent and needs to be paid in 15 days or it will be sent to collections. I call back and speak someone to try to resolve the issue and they are telling me it is my fault and my responsibility to have sent my records over and verify coverage. They lady was rude and short and stuck in no matter what this is my bill and claims there is no proof I was told it was going to be taken care of or there was coverage. I feel like this is a terrible way to do business and if they did procedures that were not covered after I specifically asked them not to it is their balance to pay, not mine. The way this has been being handled is so unprofessional as well with such poor customer service. Now, I am questioning whether or not my previous extra treatments were even truly necessary as well. I am now waiting for a supervisor to call me back, if she even does, but feel there is something completely off about this whole thing and the way they are handling it. I have never been talked to or argued with the way this billing person has. I have also never paid for x-rays that are a covered part of my insurance because the dentist always verifies coverage prior and doesn’t do them per my request if they are not due. I trusted them but they lied to me and are now trying to make me pay for them. I was looking for a new dentist I could trust, not someone to take advantage of us and charge me extra money for services or treatments that are either unneeded or covered in full routinely by my insurance such as these x-rays.
  

• Initial Complaint

  Date:03/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On January 3, 2023, I went into the office for a teeth cleaning. I was given a list of procedures that was not covered by the insurance (from a treatment pan). The amount was $682.63, I reluctantly agreed to and paid the amount. Then month later I was sent an additional bill for $582.87. I called the office and ask to speak to the billing clerk, the clerk said that wasn't covered by insurance, the clerk told me "read the fine print". Fine print says your responsible for what not covered, I stated I was told it was covered. She re-stated read fine print (even if your mislead by the office), basically "BUYER BEWARE". I went in for a cleaning and came out owing $1265.50 and they didn't even perform the cleaning (the reason I went in for). They performed a procedure similar to cleaning (scaling and root planing, not to mention other procedures performed). Which I thought was the cleaning, after they completed, they told me I had to come back in for the cleaning. Then a month later they send me an additional bill for $582.87. This organization practices deceptive business procedures prying on senior citizens that are on a fixed income with no concern for the hardships their deceptive procedures put on customers by their "business case" for creating more revenue for the business. Patient: ******************************* Patient ID: ******* Patient DOB: 08/23/1955

• Initial Complaint

  Date:01/12/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In the last 4+ years we have noticed issues with billing. They never retain my childrens' secondary dental insurance. I have provided the information numerous times. I have even received at least two bills from that time period that I had to call about since they never billed the secondary insurance before sending me a bill. Current - 3 of my 4 kids have regular appointments on 5/2/22. ***** Dental says I owe nothing, and the office said my bill was current. I have an appointment on 6/27/22. I paid $125 that day in which was on my signed agreement. I received a bill after 8/7 saying I have a bill of $457 of which ****** is over 90 days old. I called billing. ***** told me that they needed more info from Grove to process one of the services. Grove said they would re-submit to ***** and they didn't see anything over 90 days old on my account. I receive a bill again for $329, I called Grove 9/22. Billing said they did get ******* payment but it wasn't credited. She claimed to credit that and said I owed a remaining balance of $204 for services in 2021. They never billed the secondary insurance for the services adding up to $204 and I never got a bill for a full year (2021 amount) so I couldn't use my ******* card, even if I wanted to pay. I took the kids for their appoinment today (missing work and school), Grove refused to see them and said my bill is now over $300. FOR WHAT NOW?! We haven't been there since June. My bill went up over $100 for what? There is something wrong with billing and I shouldn't be paying extra when they never billed the secondary insurance to begin with. Plus waiting over a year to tell me I owe anything and refusing to see my children on top of it all. They sent a reminder text of the appointment and never said they wouldn't be seen. I wasted my time as they never got a cleaning. They didn't rectify anything other than offering an afterpay option. I shouldn't owe anything at this point, yet they sent my info to collections.

• Initial Complaint

  Date:11/29/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Received dental extraction & endosteal implant on 08/22/22 and was charged a total of $2,986.00. After receiving my explanation of benefits from my dental insurer, I should have only been charged $722.76 for both procedures with my discounted rate, deductibles and coinsurance. Since then, I have not received a refund for the balance I was overcharged ($2,263.24).I have called to follow up on this refund on the following dates:10/06/22 10/17/22 10/19/22 11/08/22 11/15/22 Each time I called, I was told that the manager still needed to review the claim and sign off on it, and that I would receive a call back by the end of the business day with regards to the status of the refund. I have yet to receive a call back regarding the status of my refund. Additionally, at a follow up appointment on 11/21/22 - I asked about the status of the refund and was told I would receive a call with more information regarding the status of the refund.Due to the length of time following surgery (over 3 months), the amount ($2,263.24), and not being able to resolve the problem on my own by calling and following up with Grove Dental, I am requesting help from the BBB to resolve this issue.

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Received a bill from Grove dental for around $338. Date of service was dated for 6/8/22 however I was never at the office on that date. When questioned they said there is office notes documenting my visit. I was at a different dental office not owned by Grove on that date instead. This is fraud, how were notes and bills being done with I was not seen by them. This was not the first time with billing issues as they could not bill the right way and sent a bill directly to a collection agency when the dental visit was a few days prior.