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:07/17/2024

  Type:Service or Repair 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 in to the Oral Surgery Center on May 20, 2024 with a referral to have 2 teeth removed. I do have insurance (Medicaire Advantage/Delta Dental) in which they had asked for. When I got there I filled out paperwork and was taken to a room. The doctor came in and told me he was going to remove two teeth but before he started he needed to have the financials taken care of and left the room. The gal came in with an estimate that I could not afford and I told her that. She said I would be billed for a consultation if I left. I said why would I get billed for a consult when he walked in, said Im going to be removing two teeth and walked out. She asked me to sign and I stated I was not signing for something I disagree with and she rudely said you know where the door is at and I left. I was in the office for less than 5 minutes start to finish. I did not sign their estimate since I was not having the work performed there. They have since sent my insurance company a bill for a ALL the work not performed that totaled $689. My insurance only paid $48 because they do not pay for extractions. Oral Surgery continues to send me a bill for the balance of $112 for a Limited Oral Exam. I called them yesterday and explained what occurred and that I was never informed of costs ahead of time and didnt receive ANY SERVICE. She told me that they can bill for it (because the doctor walked in) and I need to pay it. This is ridiculous and should not be allowed by a business. I have since went to ***************** in ******* and had all the work performed. They also informed me immediately what my cost would be (before seeing anyone).I am on SSDI and have a very limited income. This is taking advantage of people and insurance companies.

  Business Response

  Date: 07/24/2024

  Dear **************,
  
  Here is our response to complaint #********.
  
  The patient, *****************************, called our office because she had a referral from her general dentist for extractions.  We scheduled an appt. and she was put on our "short notice" list as she stated she was in quite a bit of pain.  When this appt. was made, she was informed that ******** would not pay for her visit however, we take her dental insurance, but we are out of network.  She stated she didn't care what it cost as she was in so much pain. An earlier appt. became available and her appt. was moved up.
  
  When she came in for her appt. she was seen by the doctor and his assistant. She was  told at that time that she needed two teeth extracted.  She was then seen by our ************ Coordinator who reviewed all charges that would be incurred.  We always review ALL charges prior to any work being done.  Our consultation is $161.00 and the cost of her extractions was $528.00.  Our financial policy states that payment is due on the date of service.  She stated that she could not pay for services. Since she was unable to pay for her extractions she was told her only cost for her visit would be the consultation.  Her insurance company was charged the fee of $161.00 in which they paid $48.00.  There is still a balance due of $113.00.  As she stated in her complaint, we DID NOT bill her insurance company for "ALL the work".  Upon request, an account summary of her charges can be submitted as proof.
  
  The patient then called about the bill for $113.00 that she received.  She was told that that is the remaining balance of her consultation.  She does not feel she should be charged for this visit.  We charge a consultation fee of $161.00 to every patient we see, as do most specialists.  The cost includes reviewing the patient's health history, reviewing the referral and x-ray provided by the general dentist, and answering any questions that patient may have regarding the recommended treatment.  NO work was performed before her treatment was reviewed.  Again, her only cost was the consultation fee.
  
  She was extremely rude to our ************ Coordinator after realizing the work would not be done since she was unable to pay for it.  When she called inquiring about her bill and after I explained to her that she was responsible for the consultation fee she threatened to report us to the Better Business Bureau and the Insurance Commissioner.  I don't feel we did anything wrong and she should be held responsible for the consultation fee.
  
   *************************
  Billing Manager
  Oral Surgery Center
  1203 8th St.
  *******, *******; 53913
  **************
  ************** (fax)

• Initial Complaint

  Date:09/13/2023

  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.

  My son had a procedure completed by ******************** on January 9, 2023. Prior to his procedure ********************** staff (in their billing department) provided me with an estimate. The estimate was explained as followed: The total cost of the procedure was $1,467. I was responsible for paying $342 and the rest would be covered by my insurance. They asked for my insurance information along with the contact information for my insurance company. On August 3, 2023, I received a bill stating I owed $696.70. This was the first bill I received and it stated Account Delinquent by 120 days. I called their office three times that day and left a voicemail. I called again on August 4, 2023,and spoke with a staff member who reported someone from their billing department would call me on Monday (August 7, 2023). I never received a call from them so I called back on August 9, 2023, and left another voicemail. On August 10, 2023, I received a call from ************************ staff saying someone from their billing department would call me for the following week. On August 15, 2023, I received a call from **** from ************************ office. I inquired about the bill and expressed my frustration. They told me I should have checked with my insurance to ensure the procedure was covered. I tried toexplain that I was under the impression that they had checked with my insurance. They told me I should have read the fine print on the paperwork. Ultimately, I understand the importance of contacting my insurance to ensure a procedure is covered but the office staff told me the insurance was covering a portion of the procedure so I trusted that they had ran a prior authorization.This is extremely frustrating and I am disappointed that a local business in my community would treat a patient/customer so poorly.

  Business Response

  Date: 09/14/2023

  Oral Surgery Center, S.C.

  Attn:  *************************,

  This is my initial response to promptly address your inquiry.   I will provide my action on this account today.   I contacted Delta Dental of **, Claims and Benefits questions at ************.  My purpose was to have the Insurance Carrier involved in this process.  They determine benefits according to their plan with the employer and insured.  I requested a review of their adjudication of benefits on the coordination of benefits of the insured's two plans.

  The representative, ********, and I went over the two plans the insured has for benefits, eligibility, maximum, ect..  ******** could not give me a final determination .  She has referred the claim to the Supervisor for further review.  I was told to anticipate on answer within 14 business days.

  I will contact you promptly after Delta Dental has made a determination,

  Thank-you,

  ***********************,  Business Administrator 

  Customer Answer

  Date: 09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although I appreciate them reaching out to our insurance now, it does not resolve the issue at hand in the original complaint. 
  
  Regards,
  
  *********************