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:06/03/2025

  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.

  After verifying with my insurance & the clinic that they were a participating provider, I scheduled an appointment for February 20, 2025. I specifically stated that I only wanted the annual exam, X-rays & cleaning covered by my insurance. I was assured that this was understood. After the appointment, I received an explanation of benefits from my insurance stating that my plan didn't cover three X-rays, amounting to $93. I called to discuss the matter several times & received responses from several people. I was informed that as a participating provider, they simply agree to the insurance company's amounts & have no way to know what's covered until submitted to insurance. Staff stated they don't have time or the ability to verify patients' coverage. However, after speaking with my insurance company, I was told that they have coverage access & can always call if unsure if something is covered. Staff also told me that the X-rays were covered last year at a 100% max of $2,000, maybe not as high this year, but they assumed they would be again. However, after checking with the benefits specialist who sold me the policy for the previous & current years, he said they were covered two years ago, not last year. In questioning why the X-rays were necessary, part of their response was that they follow the doctor's standards of care, not insurance. They do what's best for the patient, not insurance. When I said in this case, it would have been best for me, as the patient, not to do X-rays without first getting my approval & verifying that my insurance covers them, I was told that patients can't dictate procedures. I asked them to file an appeal & the person told me my insurance would say no, but they could submit a letter for me. This was apparently denied as well. This is not just about the burden of the cost as someone on a limited fixed income, but also about the fact that I did my due diligence verifying what was fully covered by my insurance & am still being charged.