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:01/21/2025

  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.

  I am a self-pay patient and at the start of each appointment, I have paid for my services up front, in advance, letting the front desk know that I am self pay and which services I want to opt for or against.
  
  This time, before I came in, the team called and asked if we would like to move my appointment from 2p to 1p. I arrived at 12:50p and my appointment did not begin until 1:35p when my technician 'got back from lunch.' The front desk told me that there was traffic, however the hygienist told me that no one had even told her about the appointments being changed, and it wasn't until they called her and told her I was waiting that she was informed. I didn't finish until 2:30p, despite being told I should be finished by 1:45 or 2p.
  
  Then, I got a bill for an additional $110. I called the office. I requested to be able to speak to the dentist, or to send an email him about the situation, but the woman who answered the office phone said that it wasn't possible. I suggested that I would be happy to wait at the office and meet before or after office hours, or before or after seeing patients, but was told that, "Ma'am, it is NOT OKAY to say that you will wait before or after office hours," after she told me there are no times between appointments... (I'm not sure when else there is?) I was told the only way I would be able to speak to the dentist about this charge was if I made and attended an appointment, which would come with an additional cost. 
  
  It's my request that the requested charge of an additional $110 be removed based on:
  1/ the fact that I told the front desk specifically only to perform certain tasks - and paid in advance - and then that wasn't communicated to the rest of the team
  2/ the fact that when I did pay for an exam previously, I was unable to see the dentist and have them look at the spot on the inside of my mouth because he had already left for the day
  3/ the lateness of all the appointments, which have caused unnecessary costs to us

  Customer Answer

  Date: 03/04/2025

  Hi there,
  
  I did receive a response and they have agreed not to charge me.
  
  Thanks
  *****

• Initial Complaint

  Date:06/20/2023

  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.

  I haven't went to castle dental for over 2 years. however I received a statement saying I owe them 62.10 on May 2, 2023. They said it was from insurance not going through...from over 2 years?

  Business Response

  Date: 07/21/2023

  To whom this may concern:

  The date of service was 02/21/2022. Ms. ****** present to our office for an exam and x-ray. We filed the claim to her dental carrier, whom then in turn denied the claim. Our billing department even tried contacting the insurance carrier to find out why or how we could have the claim processed for Ms. ******. On 08/01/22 a rep from our office called the insurance company and spoke to a CSA by the same of ***** call #**** claim #************ stated they had denied the patients claims and there would be no payment. We do issue monthly billing statements to all patients in our practice. I would not be aware as to why Ms. ****** is just now receiving a statement due to these statements are automatically generated. Ms. ****** did reach out to our office on 05/31/2023 and spoke to a patient care coordinator here and she did explain and advise where the balance come from. We apologized greatly to Ms. ****** but did advise this was not a scam that her dental carrier did not pay her dental claim, and she would be responsible for the balance. If there is any further documentation needed on my behalf please let me know. 

  Thank you,

  ***** *****

  Office Manager, Castle Dental Hixson

  Customer Answer

  Date: 07/26/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******