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:12/07/2023

  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.

  I had called on November 24, 2023 I was seen November 21st procedure I accidentally gave them wrong credit card to put my 954.?? On and I called left several messages no return call and emailed right away about that I needed put on my other card that interest free the lady I got ahold of on November 27th that answered the phone I explained situation she had so no problem we can get that taken care of when I come back for recheck on December 6 but I did ask to do over the phone not wait till December 6th since I’m hour and half from their facility .. callled them again today then they told me no can’t do that bc of fees I offered to pay fees it would cost them to refund one card and put it on my right card they were rude and lied that they never said they could do it .. I had witness on my end whole conversation that took place as I work medical billing as well we never deny someone to credit back a card use another so that is my complaint as business they are about money they would still get it what was best for me they hung up on me as well not good service

  Business Response

  Date: 12/07/2023

  See attached document.. 

  Mr. * was seen on November 21^st, 2023 for a dental procedure. His appointment was paid for by a personal credit card in his name. On Friday December 1^st, 2023 an email was received on the office email. Until that point, no other contact had been made with Mr. *. Please note, our normal hours of operation are Monday – Thursday 7:00 a.m. – 5:00 p.m.  closed Fridays – Sundays. Additionally, our office was closed Wednesday November 21^th, 2023 – November 26^th, 2023 for the Thanksgiving Holiday. The email stated the following:

  “Hi ***** needs to call he keeps geng off when your closed he put his payment owed on the wrong card instead of his interest free card he got keeps missing you guys tried today but your closed can he get that credited back put on the one he has no interest please thank you ***** ********** Sent from my iPhone”

  On the afternoon of Monday December 4^th, 2023, a phone call was received from Mr. *** wife, the account’s emergency contact. Mrs. * requested a return payment to the credit card used for payment on November 21^st, 2023 in order to process the payment on a different credit card. Mrs. * originally spoke to a member of the office who did not have authorization to make this decision and the office manager was unavailable at that time. The office manager spoke to Mrs. * indicating she will need to review the request with the owner and accountant. Once the office manager consulted with the previously mentioned parties, she contacted Mr. ** It was discussed with him that we would not process the request to send payment back to the credit card used for his treatment and that the payment would not be processed on another credit card. The conversation with Mr. * ended with understanding that the payment would not be returned and recharged.

  Another email was received from Mrs. *:

  “You also as office need check email don't lie about not receiving a phone call or an email bc it was right at the holiday your office as notified of the wrong card right over the holiday as you were closed and to tell someone that it was a month later no check your voicemails and emails as contact was made your office chose not to respond until numerous calls were made.”

  Mrs. * called the office requesting to speak to someone with more authority over the office manager. The office manager took the call, it was discussed with Mrs. * that the matter was reviewed with the owners and the accountant. It was agreed among all parties that this request would not be completed. The call included several statements from Mrs. * accusing the staff members of Midwest Periodontics & Implant Dentistry of being dishonest and rude. Mrs. * stated she believed the decision not to process her request was dishonest because of her medical billing experience. The office manager attempted to end the call with Mrs. * several times apologetically. Mrs. * continued to speak over the office manager. The call was ended. Mrs. * immediately called the office again. The insurance specialist took the call. It was explained that the office manager attempted to end the call several times because the conversation had reached a point where Mrs. * could no longer be reasoned with. She made statements that Midwest Periodontics & Implant Dentistry has disgusting patient care and then Mrs. * ended the call by hanging up.

  It is important to note the patient, Mr. *, has made no unsatisfactory remarks towards the care that was provided to him by the staff of Midwest Periodontics & Implant Dentistry. Mr. * returned for follow-up care with no issue on December 6^th, 2023.  Mr. * left the appointment satisfied and stated he would be returning for further care.

  Customer Answer

  Date: 12/21/2023

  i sent my response attached days ago and i didn't ask for this to be closed upload insurance complaint with health insurance as they wouldnt file it all dental places if requested file to insurance as i spoke with the business about this and they still haven't filed the claim to my health insurance