ComplaintsforComplete Dental - Huntsville

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Me and my wife had already paid up front for dentures. We are having to return for adjustments and are being charged for this. On Monday, May 29, they were already charged $484.00 on debit card. They said it would be refunded, but hasn&#**;t so far.

  

  Business response

  06/19/2024

  Attached you will find the receipt with the explanation of the timeline for this unfortunate event. The patient has been issued a complete refund. The patient was scheduled for a hard reline for their denture and was charged accordingly. The treatment was changed the day of their visit to a soft reline instead of a hard reline. The transaction was voided on that same day. However, a back-end error was made on the system we use to process credit cards "Pay Connect" which we were not aware of until the patient contacted our office and we then contacted Pay Connect. Once the error was found we quickly corrected the error, and the patient was again given a full refund. We have contacted our credit card processer Pay Connect to make sure the refund went through this time, see attached receipt. We also emailed the final refund receipt to the patient.

  Complete Dental Huntsville

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I provided a down payment on my crown replacement of $403.00. I was scheduled and I canceled three times due to my oxygen levels dropping below 80 and I explained this to ************ office that I could not drive and had to have my oxygenator on at the house. They charged $100 each time without informing me that this would be the case. Then they charged me $100 even though I arrived for the appointment and was not offered services. I told her that my tooth had broken and I just needed it pulled. There would be no need for a crown. The receptionist stated that Dr. *** does not pull teeth and that I would need to have that done somewhere else. I stated that I needed to have two front teeth fillings redone. The receptionist stated that I would need to schedule an appointment. Since there was nothing they could do for me for this appointment, I left and was never seen by Dr. **** AND THEY CHARGED ME $100 FOR EVEN THOUGH THEY COULD NOT PROVIDE SERVICES THAT DAY!! I asked the Office Mgr if they would refund the $100 and she stated she would need to consult her receptionist to determine if this is what happened. Since I did not hear back from her, I called back and she stated no we cannot refund the $100 heres the thing, you had an appointment and werent seen by Dr. **** I repeated back to her THAT HE DOES NOT PULL TEETH and we were told by the receptionist there was nothing they could do. This is HORRIBLE & DESPICABLE how they treated me.

  Customer response

  11/21/2023

  I have not received any response back from BBB regarding this complaint.  I received a letter from Complete Dental stating they no longer could provide services.   I have sought and received perfect care from another highly reputable Dentist and Complete Dental forwarded my records without incident.  However, no discussions of a refund were made and they have not responded to BBB regarding this complaint.  I would like to ensure that this complaint is visible to potential clients of theirs so that they do not receive this kind of negligence in care.  Complete Dental does not even list cancellation fees and their receptionist never informed me if the cost ($100) when I had to cancel.  

  

  Business response

  11/27/2023

  ****************** signed a financial statement which states broken Doctor *************************** without 24 hours' notice will be charged $50.00 per half hour. He missed 3 *************************** in August of 2023, and another in November of 2023. Our policy is the first broken appointment is a no charge. He also missed 10 other *************************** over the years. We tried to give him the benefit of the doubt, but after missing so many ***************************, and after the ******19 pandemic *************************** are really hard to come by lately. Statement of account and signed financial statement attached.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Dentist and Hygienist have been wonderful. However, the front office staff (from what I'm told) not so much. I just received an email stating I owed money back from 11/2021 and that it was about to be sent to collections. Upon speaking with 2 different people in the billing department (the first did not help as much as the second) I find out that my dental work was filled under a completely different person and the correct billing address that was given to them (in 2020) was never updated in the system. The incorrect billing address led to me never receiving statements stating that I owed them money. I went to the same dentist in October 2021 and was over charged $1,200 even though I received a quote for the correct amount. The receptionist on the day of the procedure decided to charge me $1,200 more. I was told that the receptionist was also the person that filed in November on someone else's insurance. I question why this dental office is having so many billing mistakes. If I had not followed up on these issues.... who gets that money? Why is it so easy to make these mistakes and who else has this happened to?

  

  Business response

  10/24/2022

  Dear ******,

  Attached are documents showing that your insurance changed to a different ID # between your last two visit in our office from 10/28/21 to 11/23/21. Even though it was still with BCBS of AL, we have no way of knowing that your insurance changed unless you provide us with that information. None of your claims have ever been filled under a different patients insurance. The last time you updated paperwork in our office was in August of 2020. The address on that paperwork was ******************* in Huntsville, *** We mailed several statements to that address. We never received any returned mail for the statements we mailed to you. We have no way of knowing you moved unless you provide us that information. Also, we refunded your money on 11/19/21. Feel free to reach out if you have any questions. Thank you so much! 

  Customer response

  10/28/2022

   
  Complaint: 18248753
  
  I am rejecting this response because:

  I have provided the statement that was finally emailed to me showing that the statements were being mailed to the wrong address.  I did update the address to the Camelot Drive address in 2020, but Complete Dental still mailed statements (that I did not receive) to an old address on *********************.  So you are wrong on that.  I have never had the insurance contract number that was ran in November of 2021 and my social was never associated with that contract number.  So yes my visit in November of 2021 was filed under another persons contract number.  I did receive a refund of $1,200 once I saw that I was in fact over charged and I had to call and request the refund after I was told that if in fact I did not owe the extra $1,200 that it would be put in my file to refund me.  I was just told by an office manager that I should have called about this issue instead of turning to the BBB.  I told her that I did call and after the actions of the billing department and running the wrong insurance again......I turned to the BBB.  Unfortunately Complete Dental could not explain why their staff did not update the billing address and how my visit was ran under a different contract number that was not associated me with.  I would advise to look over your statements and double check that Complete Dental is doing their job.  Thankfully I caught this and was not out of pocket $479 and a credit claim.  

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

*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. ↩