Complaints

This profile includes complaints for Pathway Dental Group - Santa Barbara's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pathway Dental Group - Santa Barbara has 4 locations, listed below.

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  Pathway Dental Group - Santa Barbara

  1919 State Street Santa Barbara, CA 93101

• 

  Pathway Dental Group - Santa Barbara

  1919 State St Ste 102 Santa Barbara, CA 93101-0406

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  Pathway Dental Group - Santa Barbara

  536 E Arrellaga St Ste 101 Santa Barbara, CA 93103-2262

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  Pathway Dental Group - Santa Barbara

  1201 E Ocean Ave Ste G Lompoc, CA 93436-7083

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:05/22/2024

  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.

  I went in for a cleaning but was told I had to have an exam first. I scheduled an exam. During the exam, the x-ray technician made it abundantly clear that “because I was new patient, I had to complete a comprehensive exam and take updated x-rays”. When I told her that I had x-rays taken 3 months ago which I could have sent over she stated “sometimes the format isn’t readable and because it was mandated, whatever insurance didn’t cover would not be billed to me”. Despite being told this the dental office said insurance didn’t cover the x-rays and I was responsible for payment. I asked to speak with the office manager but apparently that isn’t available.

  

  Business Response

  Date: 05/22/2024

  There is false information posted here.  We billed Mr. T*****' insurance and his $19 remaining balance is his co-payment for his services.  This was not a situation where insurance did not cover for a service and we are billing it to him.  We have responded to Mr. T*****' multiple communications to explain this.
  
  That being said, we will forward this complaint to Mr. T*****' insurance company for them to review as we are not able to write off balances per our contract with his insurance company without their authorization.  We hope that Mr. T*****' finds another office that is a better fit for him as we have done everything we can to try to help him, communicate with him and obtain his insurance benefits on his behalf for the services he had rendered in our office.

  Customer Answer

  Date: 05/22/2024

  
  
  Complaint: 21743030
  
  I am rejecting this response because:
  

  Oddly enough this practice has continually refused to address the fact that it made a promise that I would not be billed for X-Rays. It is the principle of the matter. And yes, I have found an ethical practice that doesn’t make false statements/promises or push for expensive procedures that aren’t actually needed. 

  They also haven’t found a need to actually speak with me about this - just email even though I asked to discuss this matter. Unfortunately, I have heard similar stories from others after the fact. Live and learn as they say. Fortunately, there are better, ethical dental practices in the area and so we will just part ways after 1 absurd visit. Additionally, I had previously made this matter known to my insurance company. Furthermore, the insurance company didn’t actually cover the X-Rays so it is my understanding that the cost could be adjusted. Furthermore, the technician should not be telling new patients that they would not be responsible for paying for the X-Rays of the insurance didn’t cover them. Again, this is my biggest contention and the fact that they refuse to address this. 

  Regards,
  
  ****** T*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/23/2024

  We are unsure of what more the patient is requesting here.  We have contacted him regarding his concerns, we are contacting his insurance regarding his insurance coverage and his insurance approved his xray procedure.  It is true that if insurance denies xrays for a new patient, we write off that balance as a courtesy to the patient.  Mr. T*****' insurance in fact did cover for his xrays with a small copayment due and we are contacting his insurance for authorization to write off this balance.  There was not any false information provided to the patient or unethical practices occurring as the patient is falsely claiming.

  Customer Answer

  Date: 05/23/2024

  
  
  Complaint: 21743030
  
  I am rejecting this response because: If the information I’d provided was in fact false they would not just now be talking about actually writing this off. Their story continues to change as they are called out on their unethical practices. Again, this is about principle and it is very sad. Fortunately, I was made aware of their M.O. after the first visit. They actually billed me $205.07 earlier on and then when I questioned it and lined it up with my insurance payments they replied:

  “Please disregard the invoice sent to you as we are still waiting on insurance to make a payment for the date of service 3/5/2024. Your initial visit consisted of an exam (D0150) and a full mouth series of x-rays (D0210). We have not received the explanation of benefits from your insurance company, but based on the information you provided, they did not pay for code D0210. Please let us know if you have any questions. Thank you!”

  It became very clear to me how they operate following that exchange. I actually had to ask about the invoice 3 times after receiving 2 invoices to pay that amount before they responded. Mind you - all I wanted was a simple cleaning. Clearly they are unable to be truthful or admit that they mislead new patients. Oh well - at least I have made it know to the best of my ability. After seeing another dentist who emphatically stated there is no evidence supporting their claim of needing crowns and fillings their way of doing “business” was abundantly clear. What a SCAM! Good day!

   

  Regards,
  
  ****** T*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/28/2024

  Again, and unfortunately, this business is being less than truthful in their responses. In their response they concurred that if insurance hadn’t paid for the X-rays they would honor their promise and not charge me. They went on to claim that insurance had paid for a portion of the x-rays and now they going out of their way to request permission to right off the remaining balance. Pursuant to the attached EOB, insurance paid $0 toward the x-rays. In fact, prior to receiving the EOB from insurance they were billing me over $200. They act like they are bending over backwards for the patient when in fact they are trying cover their butts. Oh well - they have an excuse for everything. We shall agree to disagree then. They have the EOB and they know the truth so let’s be done with it and move on. Remember - honesty is the best policy - in business and in life! Fortunately, I have found an ethnic practice in town that is well respected. I should have done my homework beforehand and it would have been clear to me not to have anything to do with this business. Live and learn - All the best. 

• Initial Complaint

  Date:11/08/2023

  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.

  I had an appointment with Pathway Dental on Thursday, May 25th. On the Tuesday prior, when I confirmed my appointment, I let them know I had to bring my infant son to the appointment since I had no daycare. On Wednesday, I was told I couldn't bring him, and I said that I would have to cancel. When I canceled, I was told I would be charged a $100 fee -- even though I had no prior knowledge about their policy preventing me from bringing an infant in a carrier to the appointment with me. They said I'd missed two other appointments, and that was why, but they must have been going back in the calendar because I have no memory of recently and repeatedly missing appointments before this incident, and I think this incident should not have counted against me and incurred a fee. As a single mom, it feels too punitive. I have to find a new dentist and deal with the impact of the charge, which I am not going to pay, on my credit.

  

  Business Response

  Date: 11/08/2023

  This is not a valid complaint.  This account balance was written off in August.  This patient does not have an outstanding balance in our office.

• Initial Complaint

  Date:12/05/2022

  Type:Billing 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 prepaid for an annual dental plan. Company will not provide third cleaning per dental plan. Will not refund for services not performed.

  

  Business Response

  Date: 12/05/2022

  There is false information posted here.

  There have not been any services that were prepaid to our office.  As a courtesy to Dr. Elwood's patients, we honored the discount for his in office discount plan, Kleer, to his patients who were already enrolled in the plan.  We have honored this agreement for all of his patients.

  Due to HIPAA, we can not post details regarding treatment recommendations for patients but this patient is in need of treatment outside of what is complimentary in the plan.  As another courtesy to this patient, we have offered another evaluation appointment with one of our doctors so that they may further discuss this patient's treatment needs.  We have offered this evaluation at no charge.

  Kleer has been in contact with us directly and verified we have done everything to accommodate this patient per our agreement at the time of sale.  

  Should the patient request a refund from Dr. Elwood for the services he paid for to him, we would be happy to facilitate that communication.

  Customer Answer

  Date: 12/07/2022

  
  I received an email from Parhway dental. They are allowing me to use my cleaning per the kleer plan. My appointment is 11/15/2022 at 11:00am. I appreciate your help in getting this resolved

  
  I have reviewed the response made by the business in reference to complaint ID 18526813, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ****