Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Towncare Dental also known as Dental Care Alliance has sent me to collections when I have attempted a number of times using different methods to get it resolved. The business never provided a listing of what the $274.20 charges were for. Prior to this bill, there were other bills with different number of amounts. One phone call to Towncare about my billing issues resulted in promising to return my call, but no one did. The issues seemed to start when my husband, who was initially carrying the family dental insurance, insurance was the same company that provided my insurance (Guardian). Our family ended up moving over to my insurance later. I did my best to explain this to ******** and they stated they would handle it. My member ID with Guardian at the time was *********.I would like a detailed list of the patient, what is owed, and for what service.

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Advanced Dental Care of Bradenton informed me, during a routine tooth cleaning, that I needed two crowns. This surprised me since nothing like that had been mentioned before. That day, 7/31/2023 I left the office with a treatment payment plan in hand and assurances of what my insurance would pay. Bang-bang-bang, just like that. But despite their stated urgency and assurance of my insurance would pay, I didn't follow through. I returned for a routine cleaning six months later, only this time I was told that if I ignored getting these crowns now, I would have to get a root canal. Given this warning and, in writing, further assurance of the stipulated amount the insurance would pay, I got the first crown done on 2/29/2024. Four and a half months passed before Advanced Dental Care communicated anything to me about the insurance company’s rejection of my claim, and even then there was no communication, just a past due bill (received 7/27/2024. The next day I wrote a letter saying they should appeal, not realizing they had already appealed, and it was rejected. Long story short (please see attached), they appealed again, saying nothing more than they did the first time. And once again didn't say a word to me about any of this for months. At no time did Advance Dental Care substantively discuss the code issues in this case with me or any of the insurance company’s stated reasons for rejection. My insurance company, however, cited specific reasons, all related to code, explaining why the crown (contrary to what Advanced Dental Care had said) wasn’t urgent at all, and in fact wasn’t even necessary! According to code, a filling was called for, not a crown. Had Advanced Dental Care done what I thought they did and what the insurance company highly recommends, they would have gotten pre-approval. They didn’t do that. Why? Because they wouldn’t have gotten it—and they knew it! Code is code. This appears to be a fraudulent case of upcoding that risks my health. .

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  oceans dental ******.jpg I need to voice a complaint about Oceans Dental in *************. The story is outlined below. If you can help me get a refund I would appreciate it but if not, at least take this office off your list of dentistry. I have contacted them so many times and just get lip serviceThank you ****** ********** Member number XJPH43224283 On Thursday, September 5, 2024, 3:38 PM, ***** **** ********************* wrote:I'm very tired of waiting for my refund! I paid $****** on February 14, 2024 for two fillings that were covered by my insurance. This is a ridiculously long time to wait for my money. I'm tired of going back and forth with your main office and local office waiting for money that never comes. I will be contacting Florida Blue, the Better Business Bureau and the Attorney General if I do not receive my refund in 10 days. 9/16/2024

  Business response

  10/18/2024

  This complaint is intended for Oceans Dental Group 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 have referred the matter to the practices Management Team to investigate the allegations made. The Office Manager contacted the complainant directly to address all concerns and determine a successful solution. This matter has been resolved. Thank you

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited **** Dental Center for two appointments that both occurred in February 2024. One appointment for X-rays and general examination, and another for cleaning/fluoride treatment. My insurance, Humana, is supposed to cover all these expenses excluding the fluoride treatment which was paid out of pocket. I was charged a co-payment and the cost of the fluoride treatment initially. The co-payment was paid in office and the fluoride treatment was paid after the appointment on 2/22/24 for an amount of $32. I was not sent another bill for any remaining balance between February 2024 and August 2024. Starting in August 2024 I was contacted by Palm Dental Center several times over an outstanding bill of approximately $200, claiming that my insurance did not cover the cost and that I was responsible for the payment. I was not sent any invoice/bill prior indicating that I owed money. I was notified of this via phone call. I contacted ****** regarding the billing issue. My insurance confirmed that my procedures are covered by my plan and that I should not owe the expenses. The dentist center claims no expenses were paid by ******. I have contacted both the dentist office and my insurance several times from August to October 2024 without any solution. I have contacted the office manager of the dentist office but found no solution or understanding. I have received a text, letters, and several phone calls concerning the billing issues despite trying to resolve it directly with the business. A bill for the same amount of $200 has been sent as recently as late September 2024. The business has ignored my attempts to update them or resolve the matter. They only demand payment from me directly. I do not know what else I can do to resolve the issue. I have already made a complaint to the ********************. I do not receive any more direct communications from the office but still receive bills claiming I have not contacted the office within the last 60 days.

  Business response

  10/18/2024

  This complaint is intended for Palm Dental Center office 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 have referred the matter to the practices Management Team to thoroughly investigate the allegations made. The Office Manager attempted to contact the complainant directly by phone to address any concerns and determine a successful solution. The Office Manager was unable to reach the complainant and left messages requesting a return call, however, she has not heard back. We encourage the complainant to connect with the Office Manager at their earliest convenience, so the Office Manager can obtain any additional information and work to the fullest extent possible to achieve an amicable resolution. Thank you

• Initial Complaint

  09/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  January 22, 2024, ** ******** pulled 4 teeth. They gave me the nitrite and left me alone in the room. By the time they came and pulled the 4 teeth, I ended up having a reaction because of too much gas. They had to call the paramedics and I was rushed to the hospital. They never said sorry and had the audacity to send me a balance after I had paid 486 out of pocket. In good faith they should remove this from my credit file and dismiss this balance. I ended up paying for the hospital and the ambulance. They refuse to do anything. They reported to the credit bureau that I still owe $129.50.

  Business response

  10/10/2024

  This complaint is intended for the 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 have referred the matter to the practice's leadership team. The Office Manager, Revenue Cycle Collections Supervisor, and Dental provider contacted the complainant directly to address all concerns. Dental *** Associates values its patients and worked with the complainant to the fullest extent possible to achieve an amicable resolution. Thank you

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dental *************** is trying to charge me for a missed appointment fee, but I did not miss the appointment. I showed up early as a brand new patient, filled out the forms I was given, one of them being their missed appointment fee form, and then was told by the receptionist that I would have a copayment of between 60 and 360 dollars. I then asked why there was such a huge difference in the amount and what the charges were for. I was told the following dental codes were what the possible charges were each for. The codes were as follows: DO150, DO350, DO210, D4999A, and Zn0011. One of the charges was for x-rays, which I had sent over in advance from my previous dentist, so I asked why I would need new x-rays. They said that would be determined by the dentist. Because this still did not explain how there could be an approximately 300 dollar difference in my expected copayment, I asked for further clarification from the dentist. At this point, the staff became inpatient and in my opinion rude with me, telling me that I was holding things up and did I want to see the dentist or not. I told them I wanted to speak to the dentist first, as the receptionist was not able to answer my questions about the huge difference in the possible copayment. They did not like or honor my request and refused to send the dentist out to speak to me and explain things, so I told them to forget it and that I would find another dentist. My new dentist only charged me a 60 dollars copayment for my initial evaluation as a new patient, and I was not told there could be far more. Also, they did a new set of x-rays, too. I have the same insurance, so this was clearly a difference in the dentist office. Additionally, as I already stated, the charge they claim I owe them is for a missed appointment fee, not for any services provided. It is not even logical to say that I missed an appointment for which I was clearly there, early at that, and filled out the forms as a brand new patient.

  Business response

  09/30/2024

  It is always our intent to exceed our patients expectations in every way. The Collections Supervisor contacted the patient directly to address all concerns and determine a successful solution. This matter has been resolved. 

  Customer response

  09/30/2024

   
  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

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is a discrepancy between the billing at the dental office. I visited this office on the following days.1.October7th 2022- evaluation and X-rays- billed 0 confirmed with insurance 2.October 20th 2022 for dental cleaning and an endodentist consultation- billed 0 confirmed with Insurance 3. Paid 100 on the 11th November 2022 for expected procedure on November 12th 2022 that was canceled 4. Paid 679 for fillings on 23rd November 2022(now have a credit of 779) and was billed 257 by dental office and paid 257 but insurance said my responsibility was 137 as insurance EOB showed insurance was billed 802 and paid 665 ( still have a credit of 522)5-Had root canal done on 15th December 2022 was billed 977 of which insurance paid 542 and I paid 435 - confirmed with insurance (still have a credit of 87)6-On 5th January 2023 had crown placed and was billed 703- I paid 591(504 plus my credit of 87)- the insurance company was billed 1600 and paid 1112 and stated my responsibility was 488 though I paid 591 7- On March 23rd 2023- the insurance insured a credit of 488 to my account 8- On May ******** - I had a routine prophylactic cleaning and was billed 0as confirmed with the insurance 9- On May 2nd 2023 I had a crown billed at 703 for which I paid 103 as there was a credit of 488 on my account and the insurance was responsible for 112 10. Some time later I received a letter in the mail indicating that I had a balance of 92. When I went in to make the payment I was told I actually had a credit of 20 on my account. 11. On Nov ********* I had a consultation with the Dental Surgeon and the insurance paid 55and indicated my responsibility as 0 12- On Nov 27th 2023 - I had wisdom tooth extraction and was billed 536 of which I paid 398(this is actually showing in my bank statement as ******). From the *** the insurance issued they paid 118and I am responsible for 418. I was told I **** 488and now its change to 976. The dental office refused to have a 3 way call with aetna

  Business response

  10/10/2024

  This complaint is intended for the Dental ********************* in ************, **, an affiliated practice of Dental Care Alliance, a Florida-based 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 have referred the matter to the practices Management Team. The Office Manager contacted the complainant directly to address all concerns obtain additional information. Dental *** Associates values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution. Thank you

  Customer response

  10/13/2024

   
  Complaint: 22304355
  
  I am rejecting this response because:

  
  1.Please see attached a copy of my initial complaint-the company's address is listed and the office is Dental ************** (DOA) of ********************, I am not aware of the role or responsibility of Dental Care Alliance-is this the managerial arm of the business? Managerial companies ought not to ***** responsibility and accountability of companies they are tasked with overseeing.
  

  2.Nevertheless since my filing of this complaint, contrary to what Dental Care Alliance has stated above, Dental ************** of ******************** has not returned my phone call to resolve the issue.
  I have tried since October of 2023 to resolve this issue. On the first occasion, I was told that I actually had a credit of about 500$ on my account. Later I received a statement in the mail stating I owed 92$ -again when I visited the office I was told I didnt owe anything and there was a credit of 20$ on my account.  The last time I visited the office in July 2024, I was told I owed 488$- I asked to have a three way conversation with the insurance company, the dental office and myself to confirm the information but *** refused.  I called Aetna, the insurance company, and they tried to have a three way conversation and called Dental ************** who refused yet again. After filing the complaint to you guys I reached out to Dental ************** to have the three way conversation and was not successful again. It is extremely time consuming to have to ask for accountability and basic communication. Every time I visited the dental office I waited sometimes over an hour to ensure my bill was paid and to get a statement printed. All my statements of services rendered show that I never had a balance. The person I spoke to at the *** office claimed that ***** overpaid for a service however on the ledger she admitted when she tried to send back the money to Aetna that Aetna voided the refund on December 13th 2023. She also gave some strange explanation that though the credit is on my account that Aetna was not paying for my treatment but other patients. She at that time indicated the Aetna may ask for a refund and I will owe 488$. Now DOA has doubled the owed amount to 976$. There seems to be several red flags and discrepancies on the *** that ***** has provide as I appear to have overpaid for services D2393-and D2392 on November 23rd 2022. Also I am not sure if DOA is also transferring to my bill the late claim penalty interest that ***** had subjected DOA to in some of their late filings.
  

  **** has taken a lot of my time and energy to research and follow up with the insurance company as *** refused to be transparent and accountable and has refused problem solving and dialogue with all parties concerned. A patient should not have the burden of auditing and holding a dental company responsible for coding and blatant billing errors. No one pays the patient to so this job.
  
  
  
  Sincerely,
  
  ******** ********-********
  
  

  Business response

  10/25/2024

  Dental *************** goal is to exceed their patients expectations in every way. On 10/21/24, the Office Manager spoke with the complainant and their insurance company together to further support addressing the complainant's concerns. This matter was resolved.

  Customer response

  11/03/2024

   
  Complaint: 22304355
  
  
  I am rejecting this response because:
  I wish to have a written official statement from DOA that the matter has been resolved. Please note that on the 27th of November 2023 which is the last procedure I had with DOA, my balance was zero the same as DOA says it is on the 21st of October this year. However when I went in for routine cleaning in Jun/July 2024, I was told that the insurance company ***** had overpaid for a procedure and that ***** had indicated that they were going to ask for a refund. I asked the DOA person in charge of the billing to have a three way call with the Aetna to confirm the amount due. She outright refused saying it was not her problem. I had asked for this three way call because in September/October (or sometime around then) of 2023, I was told by phone call that there was an overpayment on my account. At that time I asked if we could have a three way call with ***** to confirm everything but the request was blatantly refused. When I went it to sort out the account I was told then that there was no balance owed by me but rather there was a credit on my account. Later on in a statement dated September 30th 2023, but received via mail almost two months later, I was told that I owed 92 dollars. When I went in to sort it out again I was told that I didn't owe anything but that there was a 20 dollar credit on my account. That was the 27th November 2023. However the new drama about outstanding payment again unfolded this Jun/Jul 2024. I reached out to ***** to have all the *** sent to me over the next month and the Aetna *** tried to have a three way call with the *** to finalize the bill but he was refused as DOA said it was not their policy. In the meantime DOA sent me 3 written documents via mail indicating that I owed 976 dollars. The letters were received 3-4 weeks later from what they were dated. Because I knew the amount was not adding up with what the insurance told me and because *** refused to entertain any communication to clear up the matter with the insurance *** I eventually reached out to the BBB. And it was only after the involvement of the BBB that *** quickly corrected the erroneous overbilling. Before paying that bill on October 21st 2024, I, not DOA initiated a 3 way call to confirm that that Aetna had been fully refunded and that *** had finalized their mathematical calculations. I have since paid the amount but remain wary of this company. The Aetna *** told me that they had received two refunds from DOA -on Oct 23rd 2023 and Aug 12th 2024. Yet in 2024 *** was trying to get me to pay for the amount that was already refunded to Aetna in October 2023. Thus, as I do not trust this company I wish to have an official statement from DOA indicating that the bill has been settled. 
  
  Sincerely
  
  ******** ********-********

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a letter dated 7/6/24 that I had a balance for an overpayment on an inactive account, which is plausible I had dental work done in *********, **. The letter stated I had 21 days to claim the funds. I followed instructions called the number and sent the email per instructions. I have now sent three emails with no return calls or emails and have yet to receive the $247.00 overpayment.

  Business response

  09/30/2024

  It is always our intent to exceed our patients’ expectations in every way. We contacted the patient directly to address all concerns and determine a successful solution. This matter has been resolved.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business has repeatedly sent me incorrect and inaccurate bills for dental cleanings. I have been trying to resolve a bill from a March 2023 visit for over a year and it still has not been resolved. They sent the bill to collections for non-payment, despite the fact that my dental insurance has stated they have never received a claim. I am attaching various email correspondence I have had with the business to demonstrate the full scope of the problem. I reached out the dentist, who I believe owns the business, and he said he was unable to assist because only the billing manager knew about the billing practices, so I would have to go through her. This further concerned me about the lack of oversight into the office billing when the owner is unable to intervene or assess if a problem has occurred. Our August 2024 conversation is attached and has the best summary of the issues.Based on my experience, I am very concerned about the billing practices of this office. I presume that others are being charged inaccurately, that the office fails to submit claims to secondary insurance, and fails to follow up on issues. For my case, I would like them to properly submit my March 2023 claim to my secondary dental insurance, Blue Dental, and cancel the referral to a collections agency until that claim is properly processed.Further, I would like confirmation that the billing department and staff have proper training and certifications in medical billing. I would also like a commitment that the office will 1) require their billing manager and any other billing staff to attend additional training on medical billing; 2) office ownership will be trained to oversee medical billing; and 3) the office will perform audits to ensure bills are proper even in the absence of a complaint.

  Business response

  10/18/2024

  This complaint is intended for Dental *** ***************************************************, 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 have referred the matter to the practices Management Team to thoroughly investigate the allegations made. The practices Management Team will contact the complainant directly to discuss all concerns and obtain any additional information. Dental *** Associates values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction. Thank you

• 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,
  
  ***************************

*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. ↩