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Business Profile

Dentist

Roanoke Oral Surgery, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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Complaint type

  • Initial Complaint

    Date:09/10/2024

    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.
    On 22Jan24 I took my daughter to have her wisdom teeth removed. I paid $520.00 on the day of the procedure using my HSA card. In July I received a bill stating that I owed $197.76. At the bottom of this statement the phone number is listed (************) as well as a small note stating that "Insurance Last Billed" on Apr 08, 2024. Since then, I have called this number 5 times. Each and every time leaving a message. There has been no return call. The problem is not that I am unable to pay the bill - I could have easily used my HSA card to pay the balance. However, the invoicing system that the company uses is confusing and does not tell me WHY I owe above the estimated amount. I have been trying to get that answered since 16Jul24. Because they would not return my calls they have now turned me over to collections which is charging me an extra $65.26 in attorney fees and $8.35 in accrued interest. I now cannot use my HSA card to pay the balance. This procedure was the whole reason that I signed up for the HSA account this year. Had somebody returned my call and explained WHY this money is due, I would have paid it right then.

    Business Response

    Date: 09/11/2024

    Ms. *** left a voice mail on 9/10/24 wanting someone to call her about her daughters bill and a collections notice.  I returned the call and explained to her where the balance was coming from.  She understood and paid the account balance in full with her HSA card and I reported the payment to the attorney's office.  Unfortunately after receiving four statements, a friendly reminder, and a final collections notice from our office, the account was turned over to the attorney for collection. Ms. *** stated that she had left several messages for someone to call her and no one ever did.  Although I can only find record of the one message on 9/10, I did explain to her that we had recently starting outsourcing our billing to an RCM company and have also recently changed our phone system.  I apologized if any of her messages were not received and took care of the issue.  She was very kind on the phone and seemed to understand.  I was happy I was able to speak to her and take care of this issue for her.

Roanoke Oral Surgery, Inc. is NOT a BBB Accredited Business.

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