ComplaintsforDental Care Alliance, LLC

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Towncare Dental Associates of ********** has been charging me more than what my insurance company's schedule of benefits allow. Particularly, my insurance company's schedule of benefits states my co-pay for periodontal maintenance for the first two services in any 12-month period is supposed to be a co-pay of $32.00. Towncare Dental Associates has been charging me $85.00 for this service. I understand that each additional periodontal maintenance service in same 12-month period is supposed to be a charge of $60.00. Even if this is the case, Towncare Dental Associates has been charging me $85.00.

  Customer response

  07/22/2024

  Towncare Dental Associates of **********

  Business response

  08/05/2024

  This consumers complaint is pertaining to the Towncare Dental Associates of ********** office in ************** an affiliated practice of Dental Care Alliance, a dental support organization (DSO). DCA is not a dental practice, and we respectfully request this complaint be removed and listed under the appropriate business name. Nevertheless, we have referred the matter to the practice's Management Team which investigated the allegations made and contacted the complainant directly to discuss all concerns. Towncare Dental values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution. 

  Customer response

  08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Horrid Experience! I expressed multiple times that we were driving about an hour away. Therefore, I asked as many questions as possible. One being ,did they take my insurance and the cause of why my son needed to be seen. Pretty sure they could have mentioned that their endontist is a specialist whom is (**************************,DMD) an out of network provider not covered by BCBS,being that I spoke to them on multiple occasions to ensure that we were good to go. They took my insurance information not only over the phone but in person as well.The office manager never mentioned that THEY chose an out of network provider,even when asked why was anything hardly covered by the insurance. She claimed that my insurance wouldn't cover much because he is a specialist, never mentioning **************** was just not within network with ********** Blue Shield even when i mentioned my insurance to her at least 2x. She was adamant that my son couldn't be seen without a 3D x-ray which was not covered by insurance. I'm assuming this is something they could have expressed when I called and asked if they took ********** blue shield, because my son needed an endodontist for a root canal.My insurance is within network w this office. They'd cover ********************************** network provider for a root canal because he is 12 years old. Of course, they'd conviniently book me w an out of network provider and then have ******* tell my insurance today 5/6/24, stating that it was an emergency appointment and he was the only dentist there. Absolutely Not. My appointment was booked on 4/11, and my son's appointment wasn't until 4/17 More than enough time to do the right thing. This is their way to make money, I'd assume.They had me open up a credit care card,charging me *****, which later went up to *****. Dont be fooled. It was for my son,therefore I went through w it, but I'm pushing this as far as possible. You don't abuse your clients. Honesty goes a long way

  Customer response

  05/09/2024

  I will attach the signed hippa forms as well as my proof that I had communicated with them on multiple occasions.  They have apparently scammed others as they did me. 

  I asked for an *** ***** which was suggested by my insurance so that I can submit the claim *****they sent me a blank form with just the Medical names but no billing information. As far as I know, I am entitled to the *** form. I signed a release form on 5/6 so that I can have all proof, nothing has yet been emailed to me. ( I asked for all of his records by email and mail).

   

  Please let me know if you need anything else. 

   

  Thank you, 

  Matty

  Customer response

  05/29/2024

   
  Better Business Bureau:
  
  

  I wanted to touch base with you to inform you that Advanced Dental Care has reached out to me. While I still feel like they have Omitted the truth, they have tried to find a "bit" of resolution.  I do plan on contacting my dental insurance for an appeal. This office is not trustworthy. I have my correspondence with them,if necessary. 

   

  Thank you, 

  Matty

   
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My children both started here for braces almost 3 years ago. The original orthodontist left and went to *********************** we followed her out of necessity. She then left ***********************, and for over 2 months we had no appointments!!! A new orthodontist finally came (he was great) he discovered my one daughter who had already had her braces removed had NOT had her teeth finished correctly. She had to have braces put back on!!! The other daughter also who was supposed to have her braces off around September/October of 2023 was told she'd have to be in them for several more months. Fast forward to when even though we hated the drive we loved the new orthodontist he had enough of the office politics as well as cleaning up a mess he didn't create and left! My children haven't been seen since January for braces and now can't get in until May 2nd! Parkville location was called and was told about this issue and that we wanted to be switched back to our original location as they were the ones who sent us to *********************** and it would be considered a transfer case. At this point I don't care we have been through 3 orthodontists and their braces are going to be on almost a year more than we are supposed to be!!!!! I have been a nurse for 18 years and this is by far some of the most incompetent medical/dental care I have ever witnessed.

  Business response

  04/10/2024

  Dental Care Alliance, LLC, a ******* based management company ("DCA"), has received the above referenced complaint filed with the Better Business Bureau ("BBB"). ***'s primary goal is patient satisfaction and excellent customer service. With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with DCA's practices. 
  This complaint pertains to the Main Street Childrens Dentistry and Orthodontics of Perring Parkway and *************** offices. We have referred the matter to the Main Street ******************************* Team which will investigate the allegations made and will contact the complainant directly to discuss all concerns and to achieve an amicable resolution.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I met with my hygienist in February of last year and she told me that I needed some scaling done and I told her that I would only do what was approved by my insurance company. I had the scaling done in February come and then I did not know she was Going to bill me for scaling again in August, but my insurance company told me that they would not pay for two in one year. I had made it very clear to the company when I went into that office for all my cleaning that I would not do any work that That approved from my insurance company. I recognise that there is fine print whenever anyone goes to a hospital or a medical facility. It is impossible to read all the fine print, but I made it very clear to the hygienist and the person provided in the quote that They told me I would be accountable for after my insurance was what I was agreeing with. The insurance company rejected the second scaling that I did not know she was doing, and I called the business manager, ***** to explain and rather than working with me, or trying to help me, decided that she was going to threaten $100 extra With a collections agency rather than willing to listen that they did work that I did not agree with. Even when I called her to try to talk to her, she just repeated the same thing that I was responsible because they did it and it was only an estimate and Im still responsible. An estimate to me is a good faith that they know that this is what would be approved by an insurance company and I wouldnt have a $445 Bill. I paid a few hundred in the office and then got another $445 bill on top of that. This company has a lot of poor reviews online for their business practice, and I regret the day that I went to them, trusting that they would have good faith and be honest and their billing practices.

  Business response

  04/19/2024

  Please see attached response

  Customer response

  04/22/2024

   
  Complaint: 21453814
  
  I am rejecting this response because:

  Please see the attached Signed HIPPA.
  
  Sincerely,
  
  *****************************

  Business response

  05/03/2024

  A response was provided on 4/19/24. Please see attached. Dental ************** considers this matter is resolved, 

  Customer response

  05/06/2024

   
  Complaint: 21453814
  
  I am rejecting this response because: this is exactly the conversation that occurred between me and the Dental ********** Manager. I made it very clear when I started treatment with the office that I would only agree to work if it was approved by my insurance. I then paid every single appointment with the 'extra' that the office told me that I would owe beyond the insurance. Every appointment that was scheduled, I repeated that I would only have work done that I knew would be covered by the insurance and what I would pay out of pocket. When I first asked about the extra bill, the individual taking the call dismissed me and stated, "you had the work done, so you have to pay the bill or you will be in collections." I asked to speak with the office manager and even offered to pay one-half since I did not agree to to have cleaning done that I did not know would be extra charges that I didn't already agree to pay in the office. The office manager was on vacation, so I called back the next week after receiving a ****************** notice with an addition surcharge. I called again and finally was able to speak with the office manager who simply said that, "you agreed to have the work done, so you can pay now and we will waive the collections' fee." I explained that was a bullying technique to threaten my credit report without caring that I specifically requested not to have any work done that I didn't already know of would be an extra cost. The office manager stated that I was being rude and I apologized and explained that i was simply trying to explain what I had already explained and now I get a threatening message from a ******************** Taking my statement that I disagreed with a bullying tactic with affecting my credit report without speaking with me or considering they had a role in a patient's concern with work that was not agreed out of pocket was not fair. I then received a letter that I was not welcome in their office. Well, of course I would never go back to that office. Having dealt with the disregard for their patient, and subsequently solving by sending their patient to a collections agency with an additional charge is not a solution.  I have also requested my medical records several weeks ago, which I have not received. I am also now disappointed in this business' disregard for my patient rights. 

  Dental One's response is the same response provided when I asked for reconsideration of billing that I did not agree with or understand would be extra, or I would not have agreed to have it done. Their response is once agree detracting from the actual issue, and rather just stating that the patient is at fault. I was not rude to anyone, but I did state that it was unfair bullying to send someone to collections to incur new fees just because they felt so. The Centers for ******** and ******** Services (CMS) cites clearly that patients have the "No Surprise Act" that protects patients from unexpected medical bills. I would hope this dental office would agree to the same practice. 

  Very important to note - I was never abusive to any staff. I simply asked for fairness and said it was highly unprofessional for a medical/dental practice to send someone to collections and threaten additional fees and affecting a patient's credit report. This is a horrible practice for a healthcare facility for not caring. 

  I am still waiting for my medical records. 

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On jan 4 2024 I went to oceans dental for emergency dentures. When the dentures came back they were not straight and kept cutting my gums. I went to the office for them to correct it 2 times. After the second I told them I'd like m y money back because I was not happy with the product. I couldnt talk and had alot of pain in my.mouth. due to a bad fitting dentures oceans dental told me they would reverse my claim. for my insurance. After calling my insurance they told me they had nothing and as far as my out of pocket I had no money. I called oceans dental only to hear they put it through and they didnt know how long it would take for me to get my out of pocket....im still waiting 2 months later and nothing..horrible business

  Business response

  03/28/2024

  This complaint pertains to the Oceans Dental ************ in **********, **, an affiliated practice of Dental Care Alliance, a dental support organization (DSO). *** is not a dental practice, and we respectfully request this complaint be removed and listed under the appropriate business. Nevertheless, we referred the matter to the Oceans Dental **************** and refunds team to investigate the allegations made. Oceans Dental Group will contact the complainant directly to discuss all concerns and will work to the fullest extent possible to achieve an amicable resolution.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had dental work done on 12/27/2023, I paid 488.00 up front. This claim was submitted to my insurance company and they said my out of pocket cost should have been 244.00. I filed a claim with my bank to try and get my money back but they denied it, I called the dental office to get my refund they owe me of 244.00 and they said I will need to get it from my bank which is not going to happen. They now have my money and the money the insurance company sent them, I want them to give me the refund they owe me of 244.00, it has been 3 months and I am tired of getting the run around.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  January 24, ***************************************************************************************************** the financial agreement. I paid $799, and am now being charged an additional $98.

  Business response

  03/28/2024

  This complaint pertains to the Dental ************** of ********* office in *********, MD, an affiliated practice of Dental Care Alliance, a ******* based dental support organization (DSO). DCA is not a dental practice,and we respectfully request this complaint be removed and listed under the appropriate business name. We referred the matter to the Dental ************** Management team to investigate the allegations made and take reasonable steps to achieve an amicable resolution. The Office Manager contacted the complainant directly to discuss all concerns. The matter has been resolved.  

  Customer response

  04/04/2024

   
  Complaint: 21416312
  
  I am rejecting this response because:I was not contacted by anyone from the business
  
  Sincerely,
  
  ***************************

  Business response

  05/17/2024

  Management addressed all concerns directly with the complainant on 3/11/24. When discussing finances with a patient it is stated that this is an estimate. We cannot guarantee the insurance will pay until they receive the claim for review and processing of payment is completed. Any remaining balance after insurance has paid is the patients responsibility. This is an answer we must give to all patients. As the insured individual, we strongly encourage patients to review their plan benefits to find their specific rates, coverages, and eligibility prior to coming in for an appointment.

  Customer response

  05/24/2024

   
  Complaint: 21416312
  
  I am rejecting this response because: I contacted the office, they did not contact me. Their explanation is contradictory to what I was told when the service was performed.

  The complaint remains unresolved. I will never return to this business and I will advise anyone and everyone else to stay away from this fraudulent business.

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  failure on the providers end to verify insurance and properly submit claims on time. After multiple unnecessary attempts to get my claims submitted to the proper insurance, it still has not been completed. My services were performed in September and October. it took a bill from December to make me aware that the team was sending my claims to the incorrect provider after your team assured me they had my latest insurance on file. I repeatedly provided the correct information, and had the insurance company speak with your office today 3/8/24, where ***** told them they were too busy as a result of oral surgery to get the claim sent and that a narrative was needed from the hygienist. Delta dental does not require narratives and the claims from September and October can be submitted through the toolkit and be received immediately.

  Business response

  03/20/2024

  The complainant is referring to the Plantation Dental ************** in **********, **, an affiliated practice of Dental Care Alliance, a dental support organization (DSO). *** is not a dental practice,and we respectfully request this complaint be removed and listed under the appropriate business name. Nevertheless, we referred the matter to the Plantation Dental ******************* team which investigated the allegations made and contact the complainant direct to discuss all concerns and achieved an amicable resolution. 

  Customer response

  03/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me so long as the complaint is listed under the correct name.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Services were provided in August, 2023 - Dental cleaning. I was told my co-pay was due, I paid it. Ms. ***** and I have had many discussions about my co-pay. Because my insurance pays all my charges and my portion is zero. I was overcharged and due a refund of $123.00. I have spoked to Ms. ***** ******* Manager) at this location.I have not received a refund as of this day. Her customer service skills are below standards.I hope BBB can assist in this matter.

  Customer response

  03/07/2024

  Good day ************************,

   

  Please see attached file.

   

  Thank you,

   

  *********************;

  Business response

  03/20/2024

  This consumer was a valued patient at Advanced Dental Care of Brandon office in Brandon, **, an affiliated practice of Dental Care Alliance, a dental support organization (DSO). *** is not a dental practice and we respectfully request this complaint be removed and listed under the appropriate business name.

  With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with the practices policies and applicable laws and regulations. We referred the matter to the Advanced Dental Care of Brandons Management team which investigated the allegations made and will contact the complainant directly to discuss all concerns and achieve an amicable resolution.

  Customer response

  03/21/2024

   
  Complaint: 21365760
  
  I am rejecting this response because: I was hoping that you would help get my refund. What are my options at this time?

  Are they supposed to at least talk to you about my issue or deny that I have an issue?
  
  Sincerely,
  
  *********************

  Business response

  04/19/2024

  This complaint pertains to the Advanced Dental Care of Brandon office in Brandon, FL, an affiliated practice of Dental Care Alliance,a dental support organization (DSO). DCA is not a dental practice and we respectfully request this complaint be removed and listed under the appropriate business name. Nevertheless, we have referred the matter to the Advanced Dental *************** team which investigate the allegations made. The Office Manager contacted the complainant directly to discuss all concerns and obtain additional information to reach a successful resolution. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Office paid. Keeps giving run round. Please adjust my account to a zero balance and stop playing games. Company did not even care to send billing code in correctly, insurance company advised check cleared on 2/23/2024. Cant get through to anyone no wonder its all the negative reviews. This company needs to leave me alone!

  Business response

  02/27/2024

  Our primary goal is patient satisfaction and excellent customer service. With regard to consumer complaints of this nature, we take each and every complaint seriously. This complaint was submitted anonymously, therefore we are unable to investigate the matter further. 

  Customer response

  02/27/2024

   
  Complaint: 21347274
  
  I am rejecting this response because: The account number is listed on the collection notice sent . You have enough information to verify me. Please send a notice via BBB you have updated my account to a zero balance. I was advised by ********** dental at ***************************** ** that all billing and payments are originated from your office. I totally see why your reviews on here are so bad. This has been a horrible experience to say the least. It was noted you deposited $220 from delta dental and that check cleared on 02/23/2024.
  
  Sincerely,
  
  ******************

   

  Business response

  03/11/2024

  With regard to consumer complaints of this nature, we take each and every complaint seriously, ensuring that all complaints are thoroughly investigated and taking reasonable steps to resolve complaints consistent with DCA's practices. Despite our commitment to resolving consumer complaints, as a management company, DCA must also adhere to protecting the privacy, confidentiality, and security of health information. As a "covered entity," DCA is governed by privacy regulations including the **************** Portability and Accountability Act ("HIPAA"). Given the requirements of HIPAA and other privacy laws and regulations, DCA cannot fully respond to the complaint through the Better Business Bureau forum, as in order to do so, DCA would need to provide the Better Business Bureau with detailed information about private health information and the facts and circumstances of a particular case. As such, DCA requests that the Better Business Bureau provide DCA with an executed HIPAA-compliant authorization form that fulfills HIPAA privacy requirements. 

  This complaint was submitted anonymously; therefore we are unable confirm the identity of the individual or the appropriate leadership team to investigate the matter further. Please provide the required information and HIPAA authorization so we can investigate the matter further with the appropriate leadership team.  

*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. ↩