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:11/15/2022

  Type:Order 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.

  This dispute is in regards to a dentist office having me sign a contract and then changing the amount owed later. It is also in regards to not billing insurance at all. I have inquired numerous times and they will not provide me documentation. 5-21-01 ********************* contract signed for Invisalign Treatment my responsibility *******, I was told to pay the entire amount of ******* on 8-5-22. I contacted insurance company this ************** is only allowed to charge ******* for Invisalign. I have paid the entire amount, I want to know why they charged me *******?7-7-22 *********************** Amount submitted to insurance $139. ************** never followed through with billing insurance. I have also paid this amount.7-15-22 *********************** Amount submitted to insurance $514.00. ************** never followed through with billing insurance. I have also paid this amount.

  Business Response

  Date: 12/08/2022

  To Whom It May ************************** please note that the delay in response was due to outdated information for contact at our office. The previously listed contact person has retired from our office and I did not receive this complaint until today. 

  *************** has been in contact with our office and I am actively working with her via email to find a resolution to her complaint. Her claim as to us not responding is false as both myself and our billing and insurance specialist have called ***** directly to offer further explanation of her benefits. We left voicemails and when she did respond with a return call she refused to speak to either of the individuals who had knowledge of her case. This action was a courtesy to her as our fees never changed for the services rendered. The submitted contract that she scanned to the BBB was an accurate representation of the amount of her treatment with an "estimate" of what her insurance would cover. ***** proceeded to pay her monthly agreement but in an attempt for further confirmation of her benefits her insurance company indicated that her policy downgraded her benefit from invisalign to standard ortho brackets. As I explained to her we are in fact contracted with her insurance company and if instructed to do so we take contractual discounts based off the amount they allow for a given procedure. Her insurance company indicated that no contractual discounts applied to this claim and her responsibility would be what her explanation of benefits indicated. This would imply that no further adjustment to her account would be necessary by our office. However, our office has taken the amount applied out of pocket to her account and figured the difference to what her original estimated and signed contract would have charged her and have agreed to credit her that amount. This would mean that she would only be paying what we had originally estimated. ***** is expecting us to pay in addition to this amount as a result of not fully understanding her benefits. This is not a responsibility of our office and we are being fair as to honoring our original agreement, regardless of the adjusted amount her insurance carrier is now paying. 

  The other matter at hand is the claim of not billing for another date of service for her son. We had submitted the claim multiple claims to her insurance company. We have received responses from her insurance company indicating that another coverage exists and would need to be billed out in that fashion to properly coordinate benefits. We have communicated this to her and have allocated her insurance in the fashion indicated by them with no clarification from the patient as she only continues to demand correction. The claim in question was yet again submitted on 12/01/22 and we are subsequently waiting on response from her insurance. 

  Customer Answer

  Date: 12/08/2022

   
  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,
  
  *********************