Business Profile

Dentist

Coast Dental

Headquarters

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Complaints

This profile includes complaints for Coast Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

422 total complaints in the last 3 years.
118 complaints closed in the last 12 months.

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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:04/22/2025
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.
Dental Office and **************** has not billed me for Jan 29 and 30 visit ********** claim to not have information pertaining to my dental claim but filed a dental claim with **************************** I received a text with link to pay $133 on a payment plan. I never received a billing statement with charges and balance. Preventing me from accessing a pay code, account number, statement number needed to pay my balance in full on line. They have sent me a text link twice for a payment plan that I am not interested in but have not sent me a billing statement of charges sent to the insurance company. They have delayed me paying my bill. There's no help from the Coast Dental Office and whoever sends bill. They are intentionally delaying me paying my bill. Which will eventually give them cause to report me as being delinquent in payment. Tell them to send me a billing statement of charges filed with *****************. Thank you.
Business Response
Date: 04/28/2025
***** form states ******************* not Coast dental. Please fix. thanks
Customer Answer
Date: 04/28/2025
Attached is the corrected Authorization to Release Health Information
Business Response
Date: 04/30/2025
Please accept this as Coast's response to the concerns raised regarding the billing at our ******************** We are sorry to hear about the issues you have encountered, and we appreciate you bringing this matter to our attention for resolution.
Upon receiving your complaint, our team conducted a thorough investigation to understand the circumstances surrounding the balance on your account. It has been determined that certain items relating to your treatment are not covered under your insurance plan. Consequently, when we submitted the claims to your insurance company, they declined payment, citing that these services are your responsibility.
For the services provided on 1/29/25, your insurance indicates a patient portion of $771.00, while we are invoicing you for $163.00. Similarly, for the services on 1/30/25, your insurance stipulates a patient responsibility of $672.00, whereas we are only charging you $177.00.
It has come to our attention that your insurance plan imposes restrictions on coverage, resulting in the balance that is now reflected on your account. While we empathize with your frustration concerning the billing discrepancy, we must emphasize the importance of understanding one's insurance benefits and coverage limitations. Patients are encouraged to verify their benefits directly with their insurance provider or utilize the patient portal for comprehensive information. To assist you in understanding the situation further, we have enclosed signed treatment plans, financial consent agreements, your ledger, and copies of the explanation of benefits from your insurance company confirming the services rendered are your responsibility.
We regret any inconvenience caused by the billing issue; however, it is imperative to acknowledge that the balance is a result of services rendered and the subsequent denial of coverage by your insurance provider. We kindly request your cooperation in settling the outstanding balance in accordance with the agreed-upon terms. Thank you
Customer Answer
Date: 04/30/2025

Complaint: 23224143

I am rejecting this response because:
I asked that a billing statement be sent to me for charges filed on the 29th and 30th of January 2025 and claims filed with ***********************************. Whether or not I have insurance coverage does not negate the fact that a billing statement should be sent to me with the charges that I am responsible for. I am not interested in a payment plan. I would like to pay my dental balance and closeout the account. I need a statement of charges due regardless of whether or not I have dental insurance coverage. I can not pay a bill unless I receive a bill. I need an account number, billing date, balance, pay code in order to pay, according to the on-line pay site. I have been actively pursuing Coast Dental to send me a billing statement. I want nothing more or less. I want to pay for service rendered from Coast Dental. Thank you.
Sincerely,

******** ******
Business Response
Date: 05/01/2025
Previously provided is the full account ledger which is a breakdown of all the charges and costs associated with the services you received, what you paid, as well as what your insurance paid. You can follow the link in the text messages sent to you as well as the bill which was put in the mail for you on 4/30/25 to pay your balance. Thank you
Customer Answer
Date: 05/02/2025

Complaint: 23224143

I am rejecting this response because: Coast Dental continue to ignore my request to have a billing statement with account number, balance due and pay code and bill pay on line. I am not interested in a payment plan.

Sincerely,

******** ******
Initial Complaint
Date:04/10/2025
Type:Service or Repair 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 am writing in regards to receiving services of a routine cleaning at Coast Dental in ********, *******. I received a routine cleaning along with fluoride treatment. As usual, it was discussed that my routine cleaning would be covered at the time of service. I was then notified a few days later that I have a balance of $144 to pay for my cleaning and fluoride. I thought it may have been a mistake and figured insurance would pick up the cost as usual. I was then notified again that I still have a $144 balance. I tried calling the office multiple times as well as left messages with the scheduling service to have someone reach out to me and explain the bill, but each time I called no one answered or returned my call. This week I was off from work, so I decided to go into the office. Once explained the reason for the charges, I was still confused as to why I was not notified prior to services that all my benefits were used for past services. I feel it is the dental office responsibility to keep a record and make sure benefits are still available before telling a patient they have a zero balance to sign for and agree to pay, but then to later on be told they have an outstanding balance due. This has happened to myself as well as family members multiple times. Also, the service I was provided was very rude and unacceptable. The representative at the front desk had a very bad attitude and acted as if she did not want to help me at all once I was not in agreement to what she was explaining to me. Ive tried to reach out to customer service for this situation, but no one has returned my call. This has not been the first situation where the amount I am to pay is inaccurate and I feel it is a disservice to customers. I would appreciate you all looking into this matter due to the fact of poor customer service on constantly providing the wrong amount due after service / horrible customer service experience. I would appreciate if the bill/ amount I owe would be taken care of.
Business Response
Date: 04/11/2025
Please provide signed *****. Thanks.
Business Response
Date: 04/23/2025
Please accept this as Coast's response to your recent complaint. We are sorry to hear about the balance accrued at the Mableton office.

Upon review of your account and insurance benefits, it has come to our attention that you reached your maximum benefits with ******* in July of 2024. Consequently, the visit dated 12/18/24 was not covered by your insurance, resulting in a balance of $144.00. It is important to note that our office had verified your coverage with ******* earlier in the year when we saw you, but the treatment plan created in December of 2024 was based on the fee schedule. Unfortunately, the services rendered during that visit are typically covered by insurance; hence, we estimated ******* to cover the expenses. However, due to reaching your maximum benefits, ******* did not make the payment and stated that the service is your responsibility.

It is crucial for all patients to be well-informed about their insurance benefits, as it is not solely the responsibility of the practice to track or ensure coverage limits have not been exceeded. You can always contact your insurance provider directly or access your patient portal through the app or online platform to confirm your remaining benefits.

At this time, due to reaching your maximum benefits, we are unable to adjust the balance since the service was completed. We appreciate your understanding and cooperation in this matter. Thank you.

Customer Answer
Date: 04/23/2025

Complaint: 23187711

I am rejecting this response because:

Sincerely,

******* ********
Initial Complaint
Date:04/02/2025
Type:Order 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.
Coast Dental *************************************************** Dear Coast Dental Management,I am writing to express my extreme dissatisfaction with my recent visit to your facility. Unfortunately, my experience was far from satisfactory and can only be described as a nightmare. I will not be recommending your services to any friends or family members.During my visit, I encountered several unethical practices that need to be addressed. Firstly, I was mandated to undergo a cancer screening, which I later learned is not permissible by law. When I refused, I was informed that I would be responsible for the associated fee. I request that this fee, along with any other charges from my visit, be reversed.Additionally, as I attempted to leave, your staff insisted that I sign documents related to services I had declined. It is unacceptable for a patient to be pressured into signing anything against their will. I would like to escalate this matter to your corporate department and seek compensation for the unprofessionalism I experienced.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely, ****** ******
Business Response
Date: 04/14/2025
Please provide corrected HIPAA form. Form requires Coast Dental to be listed. Thank you.
Business Response
Date: 04/23/2025
Please accept this as Coast's response to your recent complaint. We are sorry to hear that you experienced a "nightmare" during your visit with us. Upon investigating it was found that before services were rendered that you were made fully aware of the services being provided and additionally signed multiple consents confirming you agreed to service. We never make any patient go through a service or treatment without their consent before proceeding. If at any point you had decided not to move forward with the advanced cancer screening, this should have been discussed at the office before services were rendered. If you had not agreed to services, it's important that you deny the charge while reviewing any documents which you are being asked to sign. It is the responsibility of the party signing the paperwork to read and understand the documents. The service was completed therefore we are not able to move forward with any refund as our records show you agreed to services and received the services as it was described. Please understand that there is no law restricting us from providing an advanced oral cancer screening and we as that you please present where you found that information.
It was further found that we did take new x-rays which included FMX D0210 which per your insurance the contracted rate is $91.00 as well as a PANO D0330 which has a contracted fee of $75.00. The office manager explained that due to you receiving care at another dental office the week prior that your insurance would not pay out again on those items, so she offered to waive those fees as a courtesy. At this time, our records indicate that you received discounted services in the amount of $166.00. Due to the rates being contracted we may need to reverse said discount, an inquiry will be made to Cigna to confirm. In the future, if you recently had x-rays it is the responsibility of the patient to advise the office and ensure that you provide the x-rays required for the exam to be completed.
At this time, we do not agree to refund any services which were completed. Attached are the signed documents mentioned confirming support of the service. Thank you.

Customer Answer
Date: 04/23/2025

Complaint: 23143359

I am rejecting this response because:
I am writing to formally address the concerning conduct that occurred during my recent visit to your office. Your staff refused to allow me to leave without signing a document, and a technician physically obstructed my exit. This behavior is unacceptable and potentially unlawful.*

*Florida law prohibits the use of coercion or restraint to compel a patients signature or participation in medical procedures (including cancer screenings) without informed consent. Specifically:*
1. **Patient Autonomy**: Under [Florida Statute *******](**************************************), patients have the right to refuse treatment or decline to sign documents, and providers cannot mandate non-emergency procedures (e.g., cancer screenings) as a condition of service .
2. **Consent Requirements**: Chapter 64B5-17 of the Florida Administrative Code mandates that dental records and consent forms must be obtained voluntarily. Any alteration or coercion violates patient rights and constitutes unprofessional conduct .
3. **Physical Obstruction**: Blocking a patients exit could be interpreted as false imprisonment under [Florida Statute ******](**************************************), a criminal offense.

*Additionally, your offices surveillance cameras (which you referenced) should corroborate these events. I request preservation of this footage, as it may be relevant to potential legal action.*

*Your offices repeated disregard for patient rightsevidenced by these practices and your poor public reputationdemonstrates a pattern of unethical behavior. I expect immediate corrective action and a written response addressing this incident.
Lets correct this matter and refund all charges please and thank you!
Sincerely,

****** ******
Initial Complaint
Date:03/31/2025
Type:Service or Repair 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 a dental crown placement with Coast dental on 12/23/23 and crown prep on 11/3/23. Coast dental is saying that ***** did not pay anything and I paid out of pocket. Aetna is saying they paid $937.80 through capitation. Ive been trying to get an EOB from ***** numerous times to provide to Coast Dental as proof but Aetna is now telling me they arent required to provide EOBs on my plan. My crown fell out less than a year after the placement and I went to Coast dental showing them the crown that fell of and have gone there multiple times to get reimbursement since they they dont do implants and I dont trust them to handle treatment after this experience and my latest call they said theres no warranty but there website says there is a warranty. Im trying to get my out of pocket back and cost of treatment to put some money towards the cost of my extraction and placement of an implant but they keep giving me the run around.
Business Response
Date: 04/01/2025
Please provide the following items signed *****, signed warranty documentation (not all crowns are provided with a warranty, there are also limitations and requirements such as cleanings to be kept current), please provide cleaning history records if they were not done at our office. Lastly, we request that you provide us with a copy of the bill or amount due documentation confirming that the item was not paid. Please also confirm the address of the office visited when you received your crown. Thank you.
Initial Complaint
Date:03/24/2025
Type:Product 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.
Summary of events:1-Aug2022-GA My daughter (********* *****) started an Invisalign dental treatment from Coast dental at ************* facility in ** 2-Sep2022 **- The treatment ledger shows an approval entry from ************* for $2499.3-Jan2023-Fl- Requested transfer to ** area since we moved to ************ area. She was instructed by GA facility that She need to Pay the treatment to do a transfer or to continue receiving Invisalign supplies.4- Feb2023-Fl Billing letter was received for $2499 5-Jan2023 thru Dec2024 My personal bank account was charged/debited in a monthly basis for $89.00 for a total $2499. Current balance is -$7.27 (Over payment)6-Jan2025-Fl Contacted ************* facility for instructions. Via phone call with Coast dental ************* help desk in **, the GA office was contacted and indicated that this treatment was no longer available at ** and if want/continue She must start a new treatment in ************ are facility.7-Since Jan2025 and Mar2025 several attempts (email and phone calls) to reach GA office for clarification/fair solution of facility does not respond. In addition, several attempts via phone call to Coast Dental ************** (patience support) in **. Several Messages left no answer back. I was informed that the case was escalated to District Manager and ************** without been contacted back yet.8-I request a full refund must be completed since the communication and resolution provided was not fair. Or at least since it was partial treatment received refund for the treatment portion not received.9-Since not respond received after 7 days (12Mar2025), neither GA facility Manager neither ***** Dental District Manager I decided to submit a compliant to BBB to help me in the process to get refunded for the services not received and since they showed not interest in bring a fair solution to the patience.
Business Response
Date: 04/02/2025
Please accept this as Coast's response to this complaint. The district manager has been in contact with the patient's father to resolve. It's been explained that treatment would move forward but at a new location and just waiting on communication back from patient's father on what location they have decided. Thank you.
Customer Answer
Date: 04/14/2025

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.
Currently working to schedule the appointment at the new location in ***************** (*********************) and for the supplies (aligners) to be sent to this location.

Sincerely,

***** *****-*****
PD->Thanks for the help. As soon the compliant was submitted the Coast Dental Facility personnel contacted Me for solution.
Initial Complaint
Date:03/21/2025
Type:Product 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 received a crown in April of 2024 at Coast Dental - it wasn't long after my experience at this office that I decided to leave and find a new dentist. After visiting different dentists, I found one I absolutely love and was informed that my crown that was done by Coast Dental was poorly done and there's two different areas where there's margins (gaps) where there shouldn't be, allowing for bacteria to get under the crown and my tooth. My new dentist provided me with x-rays (attached) showing the margins and said that I need to have a new crown put on the tooth. Due to Coast Dental doing such a terrible job, my plan was to request a refund for the crown and have my new dentist handle the new one. I reached out to Coast dental and they gave me the email to send the photos to for processing. I emailed the photos, sent a follow up email and didn't hear back . I called the office and was told by ****** she would reach out to her regional manager and call me back, never got a call. I called and spoke to ****** again, she told me the same story and was sending an email as well. Never heard back. I called again and again. After 5 calls she told me to call the corporate office. Of course I call and there's no answer and only an option to leave a message. This company is garbage and all I am requesting is a refund for the faulty crown they put on my tooth!
Business Response
Date: 04/07/2025
Please provide signed *****. Additionally, the local office should be in touch with you to discuss. Thank you.
Initial Complaint
Date:03/20/2025
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.
On March 11, 2025 I was pressured into charging $430 for dental cleaning. When I got home, I checked with my insurance company and a large piece of this was covered under my insurance. Ive asked them on separate occasions to have someone from the billing department contact me, and all of my requests have been ignored. They never filed with my insurance company. Be careful of this shady business practice.
Business Response
Date: 03/28/2025
Please accept this as Coast's response to this complaint. Our office has attempted to reach you to discuss the concerns surrounding your bill. At this time, we have been unable to reach you. We ask that you return our call at ************** and select option 3. Thank you.
Initial Complaint
Date:03/14/2025
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.
The date of transaction is 2/28/25. The service that they failed to provide is Identafi 3000 Oral Cancer Screening Hyg in the amount of $50.00. I called regarding a refund on 3/3/25 and was told that I would need to come in. I came into the office on 3/4/25 and they made a copy of the card and stated a report was sent to corporate for approval. I have called on 3/11/25 and 3/12/25 and left voicemails with corporate. As of 3/13/25, I still have not been refunded for the service that I did not receive and no one has contacted me back. This is stealing!
Business Response
Date: 03/28/2025
Please accept this as Coast's response to this complaint. We are sorry to hear that you did not receive the service you paid for. It has been confirmed with the office that this service was missed by mistake. The refund has been requested and is currently pending processing. Please allow a few weeks for you to see the refund on your end. Thank you
Initial Complaint
Date:03/12/2025
Type:Customer Service 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.
They give you an appt and you may be seen 3 hours later. I went three times each time telling them I need a Morning appointment because I pick up my grandson for my appointment at 10 I was called back at 12:15 to sit another hour. If this was once I understand stuff happens but every single time Im there. Plus I called for three week every day to speak to someone in the office I got no one. I left messages no call back from anyone. No one calls to confirm appointments. My room had liquid on the floor was told it was water but bathroom and waiting room was nasty so how do I know its water. They tell you you owe one thing and try to charge more. I received a letter from my insurance denied a claim cause it was charged twice
Business Response
Date: 03/13/2025
Please accept this as Coast's response to this complaint. We are unable to locate any account with the name provided. Please provide the name of the patient for the appointment and date of birth. Thank you.
Initial Complaint
Date:03/11/2025
Type:Product 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.
my son had a doctor appointment to and they told me the assurance didnt cover a liner for his teeth and I paid 285 dollars and when I go back to pick up the liner they told me my son is 13 years old his was unable to have this kind the liner they have to refund me the money and after that i have been called them the clinic told me the money have been pindind and now they said they not gonna refund me my money and I worked so hard i am a simple care giver and a single mother. can some one please helping me. the date I paid the money is :01/22/2025. Thanks.
Business Response
Date: 03/12/2025
Please provide signed ***** and please confirm the name of the patient and their date of birth. Thank you
Customer Answer
Date: 03/14/2025

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,

***** Michel *****

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