Complaints

This profile includes complaints for Sapphire Creek Dental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sapphire Creek Dental

  2180 Texas 46 New Braunfels, TX 78132

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  Sapphire Creek Dental

  2180 State Highway 46 W Ste 106 New Braunfels, TX 78132-4465

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:01/24/2023

  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 went to Sapphire Dental on 12/07/2022 to get a crown replaced.They gave me an estimate of what my part would be after my insurance paid. The amount they billed and I paid on my credit card was $626.20. When I received my Explanation Of Benefits from my insurance company it said my portion that I owe was $437.45. I called Sapphire Creek Dental today 1/18/2023 and they refused to give me back the $188.75 overage that I paid them.I have filed a FRAUDULENT claim with my insurance company and also filed a dispute with my credit card company.I have my credit card receipt showing the $626.20 charge and my Explanation Of Benefits from my insurance company showing I only owe $437.45.Any assistance you could provide to get the $188.75 difference they owe me would be appreciated.

  Business Response

  Date: 01/24/2023

  **************** we're sorry you feel slighted.  Our office takes pride in our honesty, integrity and transparency.  Before beginning treatment on any patient we cover you're "expected" out of pocket and the "expected" amount your insurance will pay.  Those are estimates.  Fortunately our billing coordinators are very good at what they do and those estimates are often spot on.  Occasionally your insurance will downgrade certain procedures for example "A multi-surface resin restoration on a posterior tooth may be downgraded to an amalgam restoration".  Our treatment plans are centered around what's best for our patients specific situation and not what's best for the insurance.  We do not allow insurance's to dictate our treatment plan.  In your case ************** discussed multiple options for the crown he was replacing. You had an existing gold crown that was failing and you called our office to have it replaced.  ************** discussed replacing it with a full zirconia crown vs another gold crown like the one you had previously.  Given your specific oral history with grinding and fracture lines throughout your mouth, the two of you came to an agreement that the benefits of a gold crown would be more beneficial in your case. Gold is softer and more forgiving.  It was also explained in fine detail by both ************** and billing coordinator ******************************* that the price of gold fluctuates and that if your were to choose a gold crown that there would be an additional Laboratory Fee for the cost of gold.   Insurances do not take this into account.  The treatment plan was presented to you by ********. You'll notice on the first line of your treatment plan it says LAB FEE $180.00.  You not only gave us your verbal agreement but also signed off on your treatment plan acknowledging this additional fee which is completely separate from what your insurance pays for.  ******** also discussed the option of removing the gold crown after speaking with you and providing you with a zirconia crown instead if you did not wish to pay that additional lab fee, in which case we would return to you the lab fee for the cost of gold.  But you were still not pleased with this option.  If you initially informed us you did not want to pay the additional lab fee for gold and only wanted to pay for the cheapest material that your insurance would allow we would have given you another option.  However, you did verbally and by signing your treatment plan confirm you wanted the gold crown. 

   

  Kind Regards,

  Sapphire Creek Dental 

  Customer Answer

  Date: 01/25/2023

  Complaint: 18831855
  
  I am rejecting this response because:

  
  

  The statement from the company is misleading and false. They never advised that I should not get the crown that would be paid for by my insurance company and they never advised on the benefits of a gold crown. They came in the treatment room when I was actually in the dentist chair with my mouth open as they were beginning treatment and said a PORCELAIN crown would be much more expensive and I should go with a gold crown. They put me at a compromising position and then took advantage of me. 

  As further proof of their shady operation when I received my Explanation Of Benefits from my insurance and saw that I should have been charged over $180 less I called their office and told them if all their shenanigans was above the board they could simply refile with my insurance and I would not have a problem paying what the insurance company said I owed. They NEVER refiled (and refused to do so after I called them again) which confirmed my suspicion that they were indeed just ripping me off.

  
  

  The fact is Sapphire Dental put me in a compromising position, took advantage of my situation and filled a false insurance claim.

  
  Regards,
  
  *********************