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Business Profile

Dentist

Richard Cottrell DDS & Associates
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Richard Cottrell DDS & Associates's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:01/03/2023

      Type:Billing Issues
      Status:
      Answered
      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 received a quote for dental work in March of 2022 for deep cleaning. I was told that Richard Cottrell DDS & Associates would request a pre-authorization for the services that would be rendered. Later that week I was called and given a price of around 300 dollars, so I agreed. I had the surgery "deep cleaning" performed and about two months later I was told that they never received a pre-authorization for the work and that the insurance company did not cover the procedure and I needed to pay them over 900 dollars. I contacted the insurance company and it was stated that if the pre-authorization was sent to them that it would of been denied at that point because I was not a full year into my coverage. After reviewing ****** I have found that a lot of people have encumbered this same issue. I do not feel as though it is my obligation to pay this company due to their mistakes and telling me that I was covered. Please assist

      Business Response

      Date: 01/23/2023

      Good morning, 

      ************** was seen on 11-23-2021 for a tooth ache. At this time at insurance breakdown was done for the patient and a copy of was emailed to him at **************************** so he would have a copy of what his insurance told us his benefits were with a message to contact our Insurance coordinator, *****, if he had any questions. This breakdown does show he has a waiting period. We have no record of him calling ***** to discuss his benefits. 

      ************** was then seen on 1/24/2022 for a comp. exam and FMX. At this appointment he was diagnosed with needing quad scaling and given a treatment plan. Unfortunately, our software does not track waiting periods. There are no notes stating patient requested we send in a pre-authorization for the quads and I don't see any note recording it was sent. Our office only sends in pre-authorizations at the request of the pt, it is not a standard procedure.  Patient received a bill on **** and then ****, pt contacted the office on 8-4-22  "Pt called in about his balances which pt had a waiting period which he said it was our resp to inform him of this as he would not have had any of this perio work done i explained to him that we get a breakdown of his ins, He kept interrupting me so i could not finish explaining to him he final said to just mail him the ledger of his account. Which i put in the mail to pt  LJ " 

      Patient then received bills on 8-29-22, 9-29-22, 11-18-22 (this was a final notice) and pt was sent to collections on 12-8-22. We have not had a call from the patient since 8-4-22. Our office would have been willing to work with the patient and his balance however patient didn't respond to any of the statements or letter sent. 

      I have attached his account record and a copy of his insurance breakdown. 

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