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:03/17/2025

  Type:Product 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 receive my dental insurance through ******* and chose Dr. ***** ****** DMD ******************************************************, SC ***** as my provider. I was seen by him for an initial appointment. After that appointment I was contacted by his office and was told that Dr. ****** was retiring (a lie, he is still open and operating) and I was being transferred to Bela Family Dentistry of Kershaw. I contacted **** and asked if they were a provider for my plan, I was informed yes (a lie, but I have a ppo). I was seen by **** and informed that I had deep pockets in all 4 quadrants and would need gum care. They told me they no longer did deep cleaning (periodontal scaling) and instead prescribed a water pic with a solution (***********************) and a dental herb irrigant. I was asked to use that treatment at home and come back for 3 cleanings over the next few months. 2 of which I attended. I was charged ****** on care credit and was told that was my portion of responsibility. I cancelled my last appointment feeling my care was substandard and received a partial refund (after contacting them 6 times and taking many months). I moved to a new plan approved dentist and was told, once again, that I have deep pockets and was referred to a periodontist who prescribed 4 quadrants of root planning (deep cleaning). They contacted my insurance and were denied as **** had already charged them for that procedure. I have worked for a Dental *** in the past and I am very well informed in what you receive in a deep cleaning and I never received more than a horribly preformed prophylaxis at ****. I feel I have been scammed and sold off to Bela by Dr. ****** and scammed in treatment by ****.

  Business Response

  Date: 03/25/2025

  The patients that Dr. ****** and his staff were caring for, had the choice to transfer to **** to continue care. Mr. ********* first visit with **** was on 11/6/2023. He was scheduled for a prophylaxis and exam with a hygienist that was previously caring for him at ******************* Per the clinical note, when Mr. ******** presented for this appointment, thought he was going to have Scaling and ************ services. Upon research by the hygienist, she uncovered from the clinical notes in the software (Eaglesoft) that was used at ******************* that Mr. ******** had a Debridement in July of 2023 and was planning to have Scaling and ************ at his next visit. The visit on 11/6/2023 was documented as a Complimentary Consult and Mr. ******** did have complimentary radiographs and periodontal charting done at this visit

   When Mr. ******** returned on 1/29/2024, the same hygienist performed a perio chart to check his probing depths, updated his radiographs, Dr. ********* performed a comprehensive exam and confirmed the diagnosis of moderate periodontal disease. Per the clinical note, Mr. ******** and the hygienist discussed Belas treatment protocol for periodontitis; called gum therapy. Gum therapy treatment includes a saliva analysis, 4 quadrants of scaling and root planing, gingival irrigation, gingival rinses, WaterPik, and homecare instructions over the course of a 3-month period. The clinical note states that Mr. ******** understood the difference between traditional scaling and root planing vs. Gum Therapy.  A patient advocate went into the operatory with Mr. ******** and the hygienist and presented the treatment plan for Gum Therapy. The patient consented to begin treatment while in office and paid his estimated portion of $704.70 using his Care Credit account.

  Mr. ******** returned on 2/22/2024 for his second gum therapy visit with the same hygienist to continue therapy. He was scheduled to come back for his 3-month perio maintenance appointment 5/30/24. On 5/23/2024, one-week early Mr. ******** presented for an appointment time that we did not have reserved and was upset that he waited 30 minutes before being acknowledged. His appointment time was actually reserved for 5/30/2024. At this time Mr. ******** became upset and decided to discontinue his treatment with ****.

  Mr. ******** contacted **** on 2/24/2025 and expressed his frustrations about his insurance not paying any benefits towards scaling and root planing that he still needs with his current provider, due to the services being filed at *************** will not pay for the same services within the frequency period that is allowed for this service. Mr. ******** started arguing that he did not receive scaling and root planing with ****. He threatened to contact the Better Business Bureau to file a complaint.

   On this same day, Mr. ******** and his insurance company called ****. The insurance representative wanted to confirm with our office that we did not complete the service that we filed which was scaling and root planing. The patient advocate explained that we could not confirm that due to our records showing that he did receive scaling and root planing with ****. A reoccurrence of periodontitis is common when the proper recare schedules are not maintained (he did not keep his maintenance appt.) and when the patient is not following the homecare instructions.

  All of the supporting documentation needed to file the claim for scaling and root planing was submitted to his insurance company and payment was issued.

  Customer Answer

  Date: 03/25/2025

   
  I am rejecting this response because: In some things the office is correct. I was seen by the hygienist and she performed the exam and pocket charting. She had a consult with the ******* *** never even looked in my mouth. The hygienist then informed me of the gum therapy and how it not longer necessitated a root planing. It had been over 10 years since I worked in the dental industry and I took her word for it. I was then seen by the treatment coordinator (im guessing this is the patient advocate) and was given a breakdown of the treatment I would receive and its cost. Which I signed. Nowhere on that treatment schedule was root planing or deep cleaning listed. Root planing is an invasive procedure, that is the reason it is broken down into two appointments if the full mouth is needed. The procedure starts with pain management, either a topical or more often a local anesthetic like Novocaine. The dentist than removes plaque above and below the gumline. The procedure uses ALOT of water sometimes needing multiple suctions. You often have to rinse your mouth to remove debris. It is not uncommon for the office to take xrays or do pocket charting post procedure to see if they missed anything. A normal cleaning can sometimes be painful, root planing is painful! None of the above ever happened, I would know if I received the procedure. You notice the office never lists the office visit for my first two quadrants, because it never happened. I also noticed the office did not provide any evidence, where is my signed treatment schedule? Where is the list of treatment rendered? You have to sign acceptance to any procedure, please provide me with my signed acceptance of treatment.
  
  

  Business Response

  Date: 04/02/2025

  We feel that we have given enough explanation and do not have anything to add to our initial response. 

   

  Thank you,