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:09/24/2024

  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.

  My appointment was for routine cleaning. I was not quoted or informed, nor did I approve services that would not be covered by my insurance. I would not have elected to pay for services and have services performed that my insurance would not cover. I had no issues or concerns with my health and did not approve these additional services that I am billed $255.51 for.

  Business Response

  Date: 10/07/2024

  To Whom It May Concern,
  
  Our office follows standard of care put forth by all major dental organizations, including the American Dental Association.  It is unfortunate that her dental insurance company did not cover her completed treatment.  The relationship is between the dentist and patient, not the dentist and the insurance company.  Therefore, we do not allow insurance companies to dictate treatment for the patient based on whether the treatment is covered or not covered by the dental insurance company. 
  

  We deal with hundreds of insurance companies, and it is impossible for our office to know what each patient will owe for each visit.  As a courtesy to the patient we bill all dental insurances at no additional charge.  If treatment is denied reimbursement from the dental insurance company we can provide the patient with the necessary documentation to submit an appeal to their dental insurance.  
  

  Our office has a financial agreement that all patients sign and enclosed is part of what or financial agreement states: "Our professional services are rendered to the patient and not to the insurance company. The insurance company is responsible to the patient, and the patient is responsible to Sorriso Dental for payment of services. Due to constantly changing insurance contracts between your employer and insurance companies, benefits and deductibles, we are only able to approximate your dental benefits coverage. While we do our best to know accurate yearly dental benefits maximums, sometimes we are not accurate for things such as if you have used dental benefits at other offices, changed plans, etc. At Sorriso Dental we care about the treatment that you need and will always focus on what is best for our patients. Therefore, if you should exhaust your maximum yearly dental benefits with any dental insurance provider you will be responsible for the balance. As a courtesy to you, we will file your insurance claim at no additional charge. If the insurance company pays less than expected, you will be responsible for the difference. In the event of a denial of a dental claim, we will provide you all of the necessary documentation for the appeal process, upon request." 
  

  Our patients are fully informed of all treatment via verbally or written consent.  Opportunity is always given for the patient to ask questions.  For the sake of protecting patient confidentiality, we would be happy to discuss this further with her privately.  
  

  Sincerely,
  Sorriso Dental

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  This explanation is not how business was done a year prior when I willingly approved a quote of $500 for care.  I was alerted insurance would not cover it and was given the opportunity to decide if I wanted to pay out of pocket for the care they said I needed.  
  

  If a company says they serve the patient, that should include protecting the patient from unforeseen costs out of pocket.  I pay for insurance and would not expect to get a $255 bill for routine care.  If they feel great patient care is what they say in their letter to me, may no one ever choose to go to their business. I choose people that are on my side.  This is not a service I was told about ahead to research on my own or even asked if I wanted, the X-rays were simply issued and performed as routine care.  

  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 10/22/2024

  On October 7, 2024 our office reached out to our patient regarding her account balance. We had no response from her via text, phone call or email. On October 8, 2024 we reached out to her again and we were able to speak with her regarding the balance due. We had a very pleasant conversation as to how her dental Insurance benefits are structured and why her dental insurance did not pay for the 2 treatments that were in question. She was very appreciative that we called to discuss this with her and also that our office agreed to remove the balance due from the 2 treatments that were completed that her dental insurance had not paid for. Therefore the patient has no financial obligation to her July 9, 2024 visit at our office.
  

  We feel removing the balance due was best for the issue at hand. Moving forward the patient is aware that her dental insurance benefits may not always cover the treatment being rendered. Patient was given my personal business card to call me If she has any questions regarding this issue or If she needs any assistance in the future.

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I have already received a zero balance invoice and am very appreciative of assistance and care given in this matter. I consider myself taken care of by Sorisso Dental. 

  
  

  Regards,

  
  

  ****** *******