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:03/27/2025

  Type:Billing 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.

  March 27, 2025 **************************** ************************************* Frantal Dental Care ************************************* Subject: Dispute of Charges Due to ******************* Network Information Dear Frantal Dental Care and *****************************,I am writing to formally dispute a charge on my account related to services received at Frantal Dental Care in November 2024. Before scheduling my appointment, I specifically inquired whether your office was in-network with my insurance provider, *******. I was assured by your staff that your office was indeed in-network. However, I have since learned that this information was incorrect, and I have now been billed at out-of-network rates.I relied on the information provided by your office when making my decision to proceed with treatment. Had I been correctly informed that your office was out-of-network, I would have made alternative arrangements for my dental care. The misrepresentation of network status has resulted in an unexpected and unfair financial burden.Given this miscommunication, I request that the out-of-network bill of $536.18 charges be waived. Additionally, I ask that you provide a written response explaining why I was given incorrect information regarding your network status.Please consider this letter a formal dispute of the charges. I request a response within 14 days to resolve this matter. If necessary, I am prepared to escalate this issue to my insurance company and relevant consumer protection agencies.I appreciate your prompt attention to this matter and look forward to a resolution. Please contact me at ************ or ************************** if you require any further information.Sincerely,***** **** Concepciion

  Business Response

  Date: 05/05/2025

  Customer Complaint ********

  ********************** is a Out of Network Provider for ******************* as such, Frantal Dental Care files with ****************** as an Out of Network Provider.  If a perspective patient would call into our office, they would be informed we are a Out of Network Provider. If the patient chooses to come in for treatment, they would have this information.   There is a Financial Form which the New Patient fills out at their first visit. 

  The form states that any charges which  the insurance company does not cover will be the  patients' responsibility.  The form was signed by the patient.

  The patient was offered several different payment plans to help with balance.  The patient did not accept those options.  The amount due is the patients responsibility and has been transferred to our third party collections agency.

   

  Customer Answer

  Date: 05/09/2025

  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.
  
  I asked specifically over the phone if they accept ***************** prior to making the appointment...they should have told me that they are not "In-network" and lure as in to get Dental care and slap with unexpected bill. 

  This is not acceptable,  to anyone who is being lied to and didn't explain the difference to consumers. 

   
  Regards,
  
  ***** **********

  Business Response

  Date: 05/13/2025

   

   

  Patient  asked specifically over the phone if they accept ***************** prior to making the appointment.

   

  Response:  When responding to the patient the correct answer is "yes" we do accept ***************** and file with them, just as the patients comments above reflect. There is some responsibility of the insured to check with their insurance to make sure there are In Network Benefits before starting any new office and or treatment. 

  The balance which was left after insurance paid, left the patient with the balance.  The balance is still their responsibility.   

   

   

   

  Customer Answer

  Date: 05/17/2025

  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.
  

  That being said, TriCare should be billed directly, not us. We are lied by the Dental receptionist and now expect us to pay additional unexpected bills.

  This is not acceptable and unprofessional for them to say that they "Accept TriCare" Knowing that they are not "In-Network" and patients being threatened to collection agency to intimidate consumers. 
  
  Regards,
  
  ***** **********