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:08/05/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 recently visited Juanita Family Dentistry for a root canal issue and was assured by their staff that my insurance would fully cover the procedure according to my EOB. However, a shocking 180 days later (well past my dispute window with the insurance company), I received a bill for the full amount, claiming that the insurance had rejected the payment.I was left with no recourse to dispute this with my insurance company due to the delay in communication. Repeated attempts to resolve the issue with both the insurance company and Juanita Family Dentistry led nowhere, as neither party was willing to take responsibility or offer any discount on the amount.Fearing the impact on my credit score, I paid the full amount on 6/7 and assumed the matter was resolved. Imagine my astonishment when, after returning from vacation a month later, I found that the bill had been sent to a collection agency. Despite my payment in June, I received reminders for payment on 7/6 and 7/17.This debacle has led to a 100-point drop in my credit score, at a critical time when Im in the process of buying a house and securing a large loan. The lack of accountability and the apparent indifference to their own mistakes at Juanita Family Dentistry have left me dismayed and frustrated.I strongly advise anyone considering this dentistry to be wary of their practices and communication. My experience has been nothing short of a nightmare, and ** left paying for their mistakes both financially and in the impact on my credit score. What an awful experience at a place where no one seems to care about their patients or their reputation.

  Business Response

  Date: 08/25/2023

  We received this complaint notice and wanted to respond with details regarding the patient's response. Please let me know if there is any additional info or questions I can answer for this case. 

  • Patient says she was seen recently for a root canal but we do not preform root canals. I think she is referencing her crown that we placed in November 2022. 
  • We did not assure her that her insurance would fully cover any services on any treatment preformed. We do not guarantee insurance coverage but we make sure to provide treatment plan estimates for all treatment and cannot guarantee any coverage as the insurance company has final coverage determination. Patient has dual coverage Delta of WA and Delta of CA. Primary denied and secondary paid their portion leaving the estimated primary portion as the patient responsibility. 
  • Patient reports: neither party, insurance or office was willing to take responsibility for the balance. We are in network with Delta Dental and already discounted her services to our in-network rate which we are responsible for collecting. 
  • ******* says her credit score dropped 100 points due to being sent to collections. If so that was not from our office as we did send her account to a third-party collector but her account was only in the pre collections status as we had not received a response or payment for over 4 months. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20426270
  
  I am rejecting this response because:

  
  1.Delayed Billing: It was both surprising and disconcerting to receive a bill well past the insurance review window, 180 days after the treatment. This delay prevented me from disputing the charges with my insurance company, a right I believe every patient should have. I was under the impression that the costs would be covered, and I believe the delayed bill, which was beyond my control, is the primary reason for the charges. I expected timely communication regarding any charges or changes in the estimated cost, especially when such significant sums are involved.

  
  2.Collection Notice after Payment: After settling the bill on my end, I was deeply distressed to receive collection notices. This not only caused undue stress and harm to my mental well-being but also made me question the efficiency and reliability of the billing department at Juanita Family Dentistry.
  
  Given the above, I kindly request the following resolutions:
  
  Acknowledgment of the mistakes made in the delayed billing and sending collection notices after the payment was made.
  Compensation for the portion of the payment that could have been contested had I received the bill in a timely manner.
  An assurance of better staff training and optimization of internal procedures to prevent such issues in the future.
  
  I understand that errors can occur in any organization, but the way they are addressed defines the integrity and reputation of the establishment. I genuinely hope that Juanita Family Dentistry recognizes these issues and takes appropriate steps to rectify them. I look forward to your prompt response and a satisfactory resolution to this matter.
  
  

  
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair 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 had dental work done at Juanita Family Dentistry in February of this year. Between the insurance and I taking out loan with Care Credit for over ******* dollars to pay my part. It turned out my part was only a little over ******* dollars after my insurance paid there part. The problem is I can't get this business to refunded me the overage of ****** and changes. I have been calling to every 2 weeks to see what's going on with the refunds and all they say if it's pending approval from the office manager and all the bills are paid from another company. Please help me to get this matter resolved and my refund.Thank you

  Business Response

  Date: 08/01/2022

  BBB, 

  The patient called the office last week to request a refund. We immediately mailed the patient a refund check. 

  Customer Answer

  Date: 08/04/2022

   
  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,
  
  *****************************