ComplaintsforDental Care Alliance, LLC

Medical Service Organization

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Initial Complaint
03/01/2024
Complaint Type:
Product Issues
Status:
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.
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
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.
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.
Initial Complaint
02/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
At my last dental appointment on 1/24/24 I was going in for a post op appointment for pain related to the last fillings this office completed. I ended up being talked into getting my deep cleaning done that day, instead of at my appointment the following week. The quote I was given when I made my cleaning appointment stated a *** of $240. Then I had the deep cleaning done and I was charged $366+. The dental hygienist fell onto my nose and face during the cleaning and said "oops I clipped you a little there" and while doing my bottom teeth said he could not see well over the nitrious mask several times. I got home and saw a chip in one of my bottom teeth that was not there previous to this appointment. I also called my insurance due to the price difference and found out that I was overcharged not only for my copay but also charged 4 separate charges for supplies that are already covered until a different code that was billed to my insurance and my insurance stated per their agreement with advanced dental care, providers are not allowed to charged delta Dental or the patients these extra charges. I've called, emailed, and texted this office and the office manager multiple times the past 3 weeks and they said they are "working on it" on February 1st and now I am not receiving any response from the office manager to my emails or texts. When I call the office during their business hours it tells me the phones are off. This is outrageous. I need to come in, complete my post op treatment plan that was never completed, receive a refund for the overcharged amounts, and have your office fix my tooth that your providers chipped during my appointment. If we cannot come to a suitable resolution then I will be contacting the dental board to file a report as well as contacting my legal team for consult.
Business response
02/23/2024
This consumer was a valued patient at Advanced Dental care of ************** 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 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 *************** team which investigated the allegations made and worked with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction.
Customer response
02/27/2024

Complaint: 21296184

I am rejecting this response because:

- In your response you state " We referred the matter to the Advanced Dental *************** team which investigated the allegations made and worked with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction." I find this to be untrue. No communication attempts have been made to contact me and resolve this issue. I have sent 4 follow up emails to the office manager, 4 follow up texts to the office who told me they're "working on it" on February 3rd, I called twice and both times it went to voicemail during business hours, I called 2/23 and was told by an employee that they could not locate the office manager but that she would call me back. I did not receive a call back. I called the office again just now on 2/27 and after waiting 15 minutes on hold and calling twice, I was able to speak to the office manager who said somebody from corporate or the regional manager should have called me. I changed phone numbers on 2/25 to ************ but immediately updated my contact information with the office. The office manager said the four $28 irrigation charges should not have been charged and she will refund it as an account credit. I said this is not acceptable to me and I would like the charges refunded back to my original payment method. I still have the issue of needing a new xray on the tooth that was chipped during my appointment in January, as well as the issue of my post op plan being uncompleted still. The office manager said she will check with corporate about "what they want to do about this" and she will send them my information again and she will send my information to the regional manager and ask for me to be contacted. I am confident this chip was not in my tooth prior to the appointment, I have consulted a different dentist who stated the chip in my tooth does not match the 2022 x rays that were sent to me, and I've since had new issues of scratches on my lip and tongue from the sharp chipped tooth that I did not have prior to my appointment. It has been over a month now that this issue has been ongoing and I've been following up weekly via text and email with no response.
This is not the first issue I have had with this company and in the past I left multiple voicemails at their corporate phone number and received no responses and no calls back.

Sincerely,

***************************
Business response
03/20/2024
The Regional Manager contacted the complainant directly on 2/29/24 at 3/8/24 to address all concerns and determine a successful solution. This matter has been resolved.
Customer response
03/20/2024

Complaint: 21296184

I am rejecting this response because:
The issue has not been resolved as of 3/20/24. The regional manager has proposed a solution but it has not happened yet.

Sincerely,

***************************
Initial Complaint
02/01/2024
Complaint Type:
Billing Issues
Status:
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.
I visited Dental ************** on 01/08/2024 for a dental cleaning. I was there for almost 2 hours and never received the cleaning, although they did x-rays, and evaluated me for invisalign (orthodontics). They charged me $20.60 for x-rays. I provided my insurance information. I went back on 01/11/2024 for the dental cleaning. They charged me $52.53 for fluoride. I was told that my insurance did not cover fluoride. Since that date, I have been calling the office multiple times a week, following up on the promised orthodontics services. They do not answer the phone and when they do, they are unwilling to help me. I also received a bill in the mail. I have called my dental insurance provider multiple times the weeks of 01/22/2024 and 01/28/2024. My dental insurance has no record of ever receiving a call from them. They have never submitted a dental claim. Additionally, I learned that the services I was billed for (x-ray and fluoride) were covered by my insurance. Even though they are in-network with my insurance, they refuse to submit the claim, and refuse to assist me. I have also initiated a chargeback with my credit card company.
Business response
02/22/2024
This consumer is a valued patient at Dental ************** of ***** Keys, 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. 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 have referred the matter to the Dental One ********************* team which will investigate the allegations made. Dental ************** contacted the complainant directly to discuss this complaint. Dental ************** values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction.
Customer response
02/28/2024

Complaint: ********

I am rejecting this response because:
I have transferred care to a new dentist, who has contacted your office repeatedly asking for my records (e.g., Invisalign scans). Your office has refused to send these. I last contacted the office on 2/28/24 at 11:00am and was promptly hung up on. This is unbelievably unprofessional; the Invisalign scans are mine and your office has no right to keep these and refuse to send to my new provider.

Sincerely,

*********************
Business response
03/28/2024
On 3/20/24, the Office Manager contacted the complainant directly to address all concerns. This matter has been resolved.
Initial Complaint
01/26/2024
Complaint Type:
Billing Issues
Status:
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.
9/15/23, received invoice for $374.92 for services rendered on an adult person not on my insurance or am I the responsible party for that individual. Contacted local Advanced Dental Care in Clearwater several times in writing and on the phone and was told they could not adjust the invoice as it was already billed. They have now sent the invoice to a collection agency to collect the debt for services on services performed on a different person, and I am not the responsible party, including they are not on my insurance. What type of accounting practices allows a business to falsely bill another member and not correct their actions. Who allows this type of billing from their staff? My insurance cannot address since there is no claims from Advanced Card Dental against my insurance.
Business response
02/14/2024
It is always our intent to exceed our patients expectations in every way. The Revenue Cycle Collections Supervisor contacted the complainant directly on 1/26/24 to address all concerns and determine a successful solution. This matter has been resolved.
Initial Complaint
01/23/2024
Complaint Type:
Billing Issues
Status:
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.
My initial appointment with Dental ************** was 9/12/ 2023. An oral evaluation and X-rays were taken . I returned on 9/18/2023 for Periodontal Maintenance. I paid $90.00 co-pay.On 9/19/2023 I had the Crown work done and received a temporary crown and schedule an appointment to get my permanent crown on. I paid $457.50 co-pay When I returned for my permanent crown I was told that my insurance denied the claim for X-rays and that I owed $90. Because I didn't have the money on me I was told that I couldn't be seen for my permanent crown to which was already paid in full until the $90.00 was paid. The next week I came into the office of DOA, Eagles Landing to pay and was told that I owed not $90.00 but ******. I did not have it to pay.I have two dental insurance policy, Guardian and Delta ***. I learned they had to file with Guardian as primary because I had it before Delta. During my initial visit I asked if they would file the claim with Delta. On each visit I gave them my delta card and thought they were filing my claims with Delta. I was told they could only file one insurance, the primary and that I would have to file a claim. I did file a claim with Delta *** and they paid *****, and then $220.00, a total of $280.0. Although I filed the claim the money did not come to me it went directly to DOA, Eagles Landing. This was more than enough to pay my balance of $****** with a credit balance left on my account. They later gave me credit for the $***** but refuse to give me credit for the $220 that was paid on my account. Every time I call or go into the office they have a different story to tell and never tell me why the $220 was not applied to the balance of my account. In the mean time I am out of $457.50 that I have paid for a cap that I can not get because they will not use what was paid to clear the balance on my account. They have added some trumped up charge for $220 and deducted it. I only had X-rays Cleaning, and Crown. Please Help!
Business response
02/23/2024
This consumer is a valued patient at Dental ************** of **************, 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. 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 Dental One ********************* team which investigated the allegations made and contacted the complainant directly to discuss all concerns. Dental ************** values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution and optimal patient satisfaction.
Initial Complaint
01/15/2024
Complaint Type:
Billing Issues
Status:
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.
date of service 03/22/2023 i have tried several times to have resolved from the dentist office and Cigna my ins company, dental office has not given cigna all info required per last eob dated 01/03/24 cpt codes **** denied as inclusive.which i paid for, cpt **** twice, denied non covered which i paid for, ins only asking for more info to pay at the 50% rate, and this cannot get resolved, i am hoping you get this resolved. thanks
Business response
01/29/2024
This complainant is referring to the ******** Dental of ********** office in **********, **, an affiliated practice of Dental Care Alliance, a dental ******************** (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 leadership team to thoroughly investigate the allegations made and take reasonable steps to resolve the complaint consistent with all policies and applicable laws and regulations. The Office Manager contacted the complainant directly to discuss all concerns and determine a successful solution. Towncare Dental values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution.
Initial Complaint
01/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
************** smacked my child in the head to "demonstrate pressure" right on top of where she CLEARLY had a BRUISE from a traumatic injury a couple weeks before. When my child CRIED AND WINCED from this - I said it's ok mom's here it's ok to my ADHD ANXIOUS child - and she screamed at me not to speak to my child because she had to give cues to her - THEN told me I was a silent observer and could not speak to my child. I said I need to reassure my child that *********** and she told me to be quiet. Then when I tried to advocate for my child being hurt - she went and told the front desk we can't attend the office to see the OTHER DOCTOR there. They are awful to children and parents.
Business response
01/16/2024
See Attached
Initial Complaint
01/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Dear Better Business Bureau,I trust this letter finds you well. I am writing to formally file a complaint against *********** Dental Center, located at **************************************************** Suite ***************************************. My name is ***********************, and my primary concern pertains to a scheduled dental appointment that occurred on February 16, 2023.On the specified date, I had arranged for a comprehensive oral evaluation and teeth cleaning at the *********** Dental Center. Upon arrival, I inquired at the reception about the acceptance of my insurance to ensure coverage for the entire appointment, having experienced issues with coverage in the past.The receptionist assured me that my new insurance was accepted. During the process, it was communicated to me that photos of my teeth were necessary for the evaluation and cleaning. Mindful of potential additional costs, I specifically asked if these photos were covered by my insurance.While they were verifying my insurance, the nurse proceeded to take the photos. Unfortunately, towards the end of the process, the secretary informed me that the photos were not covered by my insurance. At that point, I communicated to the dentist and nurse that I could not proceed due to financial constraints.Following discussions with the manager, I was reassured that there would be no issue, and I was advised to return when I had better insurance. However, to my surprise, on October 18, 2023, I received an invoice charging me for the oral evaluation and a complete series of radiographic images. The charges for the oral evaluation amounted to $38.76, and the radiographic images cost $74.46.Upon contacting the office, they adjusted the invoice to exclude the oral evaluation charges. However, when I explained the situation and requested the removal of the radiographic images charges, the office declined. I did not receive a teeth cleaning, the radiographic images were not used, and had I known they were not covered by insurance, I would not have initiated the procedures.Throughout this process, I consistently communicated my financial constraints and the necessity for procedures covered by my insurance. It is disheartening to face a situation where my financial concerns were not taken into consideration, and I believe this issue stems from a lack of clear communication and transparency on the part of *********** Dental Center.My purpose in filing this complaint is not solely to rectify the charges but to urge the Better Business Bureau to address this matter with *********** Dental Center. I request your intervention to ensure that the dental center improves its communication with patients and refrains from taking advantage of individuals in similar circumstances in the future.I appreciate your attention to this matter and anticipate a fair resolution. Sincerely,*********************** Image removed by sender. photo *********************** **** estate agent, LoKation **** Estate ************ ****************
Business response
01/16/2024
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 consumer is a valued patient *********** Dental Center 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 practices Management Team which investigated the allegations made. The Office Manager has made several attempts to contact the complainant directly to discuss all concerns and determine an amicable resolution. We encourage the complainant to contact the Office Manager at their earliest convenience.
Customer response
01/25/2024

Complaint: 21102017
I reached out to the dental office regarding the invoice issue, but they told me to contact another office, claiming they couldn't make adjustments. I left two voicemails at the provided number *************) but haven't heard back. I've also filed an additional complaint under *********** Dental Center. If there's involvement from a management company, I'd like them to step in, address the problem, and remove the charge from my invoice.

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

Business response
02/22/2024
***'s primary goal is patient satisfaction and excellent customer service. 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. When discussing finances with a patient it is stated that any remaining balance after insurance has processed the claim is the patient's responsibility. This is an answer we must give to all patients. As the insured individual, it is recommended that patients look at their contract to review the rates and service eligibility prior to coming in for an appointment.

The Revenue Cycle Collections Supervisor contacted with the complainant directly to address all concerns. This matter has been resolved.
Customer response
02/24/2024

Complaint: 21102017

Dear Better Business Bureau,

I appreciate your attention to my previous complaint against *********** Dental Center and the response provided by the Dental Care Alliance (DCA). However, I find the DCA's response unsatisfactory and would like to outline the reasons for rejecting it.

Lack of Clear Communication:
The core of my complaint revolves around the lack of clear communication from *********** Dental Center regarding the coverage of services by my insurance. Despite my explicit inquiry at the reception about the acceptance of my insurance, I was assured that my new insurance was accepted. It was only after the completion of the procedures that I was informed the radiographic images were not covered. The DCA's response does not adequately address this breakdown in communication.

Financial Constraints Consideration:
Throughout the process, I consistently communicated my financial constraints and the necessity for procedures covered by my insurance. The DCA's response does not acknowledge the importance of considering a patient's financial situation, especially when the procedures were initiated based on misinformation provided by the dental center.

Adjustment of Charges:
While the dental center adjusted the invoice to exclude the oral evaluation charges, they refused to remove the charges for the radiographic images. Given that these images were not utilized, and their necessity was not clearly communicated, it is unjust to insist on their payment. The DCA's response lacks acknowledgment of this specific issue.

Patient Responsibility Clarification:
The DCA's response mentions that any remaining balance after insurance processing is the patient's responsibility, which is a standard answer provided to all patients. However, it does not address the fact that the financial responsibility was incurred due to the dental center's failure to communicate accurately regarding insurance coverage.

Recommendation for Contract Review:
The DCA suggests that as the insured individual, it is recommended that patients review their insurance contract prior to appointments. While this is a valid point, it does not absolve the dental center of the responsibility to provide accurate and transparent information about the coverage of specific procedures.

In rejecting the DCA's response, I seek a fair resolution that considers the breakdown in communication, the unnecessary financial burden placed on me, and the failure to adequately address these issues in the dental center's response. I urge the Better Business Bureau to continue its intervention to ensure a just outcome and encourage improved communication practices at *********** Dental Center.

Thank you for your understanding and assistance in resolving this matter.

Sincerely,

*********************;
Initial Complaint
12/14/2023
Complaint Type:
Billing Issues
Status:
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.
04-01-2021 is the date of occurrence.Regards to a first time dental visit at Dental ************** of ***************. I was asked to provide insurance information to schedule the appointment.Situation is that I became a member to a promotional serive offered by the Dental office ********. The service was paid for in full by ******** Dental Discount Plan on 04-01-2021. ****** dollars However, The dental office mistakingly charged the insurance company Ameritas for the date of service too.Well, the insurance was not an active valid service, I had it cancelled for a better email nsurance plan and it was terminated on date of 03-30-2021. Ameritas denied two services and authorized two for a check of payment to the dental office of ***** dollars.I did not know any about this until receiving a letter in the mail regarding an overpayment of ***** dollars. I have been given the runaround ***** since by the Dental Office. Every so often I would extend a call to the Dental office for attention to resolving the matter, then after a year I became sad at the situation and began to think this would fall into collections.I continued to seek any resolution with dental office and I decided after more than two and a half years to pay off the debt directly to Ameritas by money order. The resolution I am seeking is for the Dental office to return the overpayment of the ***** dollars.
Business response
12/28/2023
This complainant is referring to 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 practices leadership team to thoroughly investigate the allegations made and take reasonable steps to resolve the complaint consistent with all policies and applicable laws and regulations. The Office Manager contacted the complainant directly to discuss all concerns and determine a successful solution. This matter has been resolved.
Customer response
01/04/2024

Complaint: 21003260

I am rejecting this response because:
I would like a confirmation directly with ****************** that a payment of $79.00 has been received in their office, before stating that the issue has been resolved.

Sincerely,

Raniec ****
Business response
01/17/2024
The confirmation that the complainant is requesting would need to be requested directly through their insurance company. Dental ************** values its patients and will work with the complainant to the fullest extent possible to achieve an amicable resolution.

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