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:04/26/2023

  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.

  The dental office filed a claim wrongly to my insurance company for services. There mistake sent me to collection which in turn affected my credit and had to pay the bill out of pocket when all along I had insurance they filed it wrong

  

  Business Response

  Date: 04/26/2023

  Ms. ******, I am so disappointed to see this complaint after spending over an hour today going out of my way attempting to help you redeem this situation with your insurance company. I would like to clarify that we did file your claim for you; unfortunately, because you failed to provide the correct insurance policy to us in a timely manner, we are unable to help you have them contribute to your care. We tried to address this with you when it initially happened a couple of years ago but you were either unwilling or unable to spend a few minutes with us on the phone to do so then. If you had called anytime in the last two years, we could have refiled this for you! As your husband shared with me today, you didn't understand the information that we needed to file for you when you had a policy change. If we had received that information, we would have gladly coordinated with your insurance for you, as we do with all our patients. I'm so sorry your timing investigating this didn't happen sooner as we have 24-months to back-file with most insurance carriers. Due to all of these factors, I am unable to offer a refund. We wish you the best and continue to be glad to receive you back in the future if you should need our services. 

  Customer Answer

  Date: 04/29/2023

  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.

  First of all they are deceitful and unprofessional the office did have my insurance information. When I told them I spoke to my employer and insurer that they both confirmed they did not receive a claim from sea glass Peridontis for Feb 2021 which they billed me for by claiming I did not have insurance.The manager from sea glass said, will call my insurance company then without me providing her any new information she called me back and states yes I was insured but they cannot give me a credit because claim is over 24 months. But not once did she admit it was a mistake on their part nor apologized.I did not get a past due letter notice either but rather a collection call that both affected my credit and I had to pay out of pocket for their mistake that’s why I want a refund. The claim was wrongly filed while I was insured it’s their mistake I should not ne penalize for it. The attachment above have my proof of insurance attached.

  Kind Regards,
  
  
  
  ******** ******

  

  Business Response

  Date: 05/01/2023

  Ms. ******, your response proves we're struggling to communicate effectively and understand one another. Your insurance company doesn't have proof that we filed the claim to them because we didn't. We couldn't. You didn't provide that insurance policy to us until last week. The insurance information we had on file at the time of service was the only insurance information you have ever provided. If you called them (the wrong policy), they would confirm that we did file the claim to them but they denied it because your coverage wasn't in effect at that time. I hope we could agree that it would be impossible for us to file the claim to the correct policy if we've never received that policy information. Your insurance carrier allows us 24-months to back-file and, unfortunately, we didn't receive the correct insurance information until the 26-month mark when your husband recognized your misunderstanding and provided it to us. You are asking us to refund you for services we rendered and for which you were financially responsible. While the situation is unfortunate, we are entitled to proper compensation for services rendered. Also, I sincerely apologized to you for this situation as I am aware that you didn't fully understand your own insurance information or what information we needed to help you utilize your insurance benefits. I also would like to reiterate the significance of the fact that I spent almost two hours trying to help you with all of this last week. Our effort doesn't reflect the alleged unprofessionalism. I previously told you that we would be glad to welcome you back in the future due to the circumstances surrounding your account going to collections; however, I believe you would be better served elsewhere and am happy to forward your records to any provider of your choosing. Best wishes to you.

  Customer Answer

  Date: 05/05/2023

  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. 
  
  

  I’m appalled  at the lies you keep perpetuating. First of all you wrote «Your insurance company doesn't have proof that we filed the claim to them because we didn't. We couldn't. You didn't provide that insurance policy to us until last week. The insurance information we had on file at the time of service was the only insurance information you have ever provided. If you called them (the wrong policy), they would confirm that we did file the claim to them but they denied it because your coverage wasn't in effect at that time » Make it make sense.
  Besides my proof of coverage is attached on my previous complaint it.
  please refrain from trying to insult my intelligence your job isn’t to judge if I understand the insurance that I pay for clearly or not rather to file it properly. Invest that energy in implementing better training for your office that’s what I suggest. On another note my husband did not provide any new information to you let’s be honest, rather he stepped to guide you with your job because he was annoyed about the run around I was getting. He said verbatim file the insurance with my information rather than his, he’s never been to your office. I understand that I had services rendered at your facility, however the proper information were provided and at your disposal to bill me properly which your office failed to do. I did my part. Why should I be held accountable for your mistake it already affects me in several other ways as I mentioned previously. I would gladly appreciate it if a little honesty and accountability is performed so we can get this rectified please.
  
  
  
  
  Regards,
  
  
  
  ******** ******