ComplaintsforCoast Dental

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 6/26/24 I had a comprehensive oral evaluation by ******************************* to treat gum recession for which I paid $190. He recommended a deep cleaning first, which I completed the next day at the **************************, and referred me to an orthodontist. However, the orthodontist required a Confirmation of Periodontal Health form filled out and signed by ******************. I dropped off the form on the morning of 7/10/24. To keep this short, I'll spare the utterly frustrating details of the following ****************************************************************************** at 2pm claiming he had to see me in person before signing. I showed up on time but after a 40-minute wait, I just requested a copy of my dental records because it became clear that this man has zero regard for people's time. As I was paying an additional $18 to get a copy of my records, he came out to the front and he didn't even attempt to sign the form, much less apologize for wasting my time and my money. I don't know if it is lack of professionalism or incompetence, but he sat on the document for 2 days when he should've been able to sign the form based on his own assessment of my oral health and x-rays, and if he had any additional questions he could've called me or asked me right there and then. Instead, he showed total disregard and a lack of professionalism. I wonder how he would feel if patients made him waste his time and money. Due to the limited space to write this complaint, I can't include all the other details that made this experience so bitter, but suffice it to say that the lack of professionalism is evident at every level in this clinic. I reached my limit and left the clinic before I exploded or made a scene. Now I understand why they have such low ratings and such a high number of complaints against them. The corporate headquarters needs to know how big the room for improvement is at this location.

  Business response

  07/24/2024

  Please accept this as Coast's response to this complaint. The office is working directly with the patient to resolve and should be in today to pick up the requested form. Thank you. 

  Customer response

  07/29/2024

   
  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. I indeed picked up the filled out and signed orthodontic form as indicated by the business. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was overcharged by Coast Dental of *********************** location. I have been trying for over a year to get my money refunded. They say they will only refund it to the original credit card. That card was lost and they said they will not mail a check or issue any refund to my new card. I went to the bank to get a confirmation letter and they said they don't do that. I have called so many times and also to corporate with no response. I have offered to come in person and show my ID and new credit card but they said no. It's only $72 but I still want my money back.

  Business response

  07/23/2024

  Please accept this as Coast's response to *************. The office thoroughly explained to you that in order for us to move forward with the refund, we need the original payment to be provided by you or to provide a letter from the bank confirming that the account was closed. This is due to contracts we have with the financial service companies; refunds must be returned to the original form of payment from which we received the funds from. The letter needs to simply state the card that was used (the last 4 digits of the card) was canceled/expired. Once the official letter is provided, we can process the refund to an alternative method. 

  Customer response

  07/24/2024

   
  Complaint: 22009071
  
  I am rejecting this response because:

  I have explained to Coast Dental that I did go to the bank and was told they don't provide such a letter.  Is it even true their response why they cannot refund my money?  Why can't they send me a check?  As I stated in my complaint I have offered to go in person and show my ID but they refused.  I have been seeing reviews from other customers who they also defrauded.  This also brings up the question as to why they overcharged me to begin with.  If I can't get my money back I at least want other potential customers to know about their business practices and be wary.
  
  Sincerely,
  
  *******************

  Business response

  07/25/2024

  Please accept this as Coast's response to this complaint. We have not stated that we would not complete the refund, we have informed you of the required information to complete. Until that information is provided, which all banks can do and have done in the past, we are unable to proceed with the refund. The original payment details or a letter from the bank is required. I could suggest that you reach out to the bank again and request to speak with a manager to provide the letter. Thank you. 

  Business response

  08/01/2024

  When we complete refunds, it is part of our financial obligation to complete the refund back to the original form of payment, this is an agreement with our financial partners. If the patient no longer has the original payment, we ask for an alternative confirmation (letter) that the account has been closed and or account replaced from the financial institution. This way if the original payment is taken back from the financial institution after the refund has been completed to a different form of payment, the letter serves as a confirmation that we checked with the bank to verify that the account was no longer active which is why we refunded to a different method of payment.

  Customer response

  08/01/2024

   
  Complaint: 22009071
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to coast dental located on E ************** in ******* back in September 2022 for a crown. Prior to the procedure they gave me a breakdown of **st, what my ** pay was and what insurance would **ver. I was under the impression they had gotten pre authorization from my dental insurance, Humana, beforehand **nfirming these **sts since I had to sign off on it. I paid a ** pay of $580 and had a porcelain crown put in, supposedly the one **vered by my insurance. Following my appointment I began receiving bills for the work done, but I had paid my ** pay and shouldnt be receiving any bills??? I go to find out they filed the paperwork in**rrectly putting the wrong procedure **des to insurance so the insurance **mpany then denies the claim, so coast dental **mes to me asking for payment- but upon speaking EXTENSIVELY with my insurance they state the dentist should never be sending me additional bills that its a breach of **ntract with them and that the dentist OVERCHARGED me from the beginning. I should have never paid the $580 ** pay it shouldve been $490. And then to ask me to pay another $500 is preposterous, unprofessional, shady and infuriating. They are sending me to **llections for a bill I SHOULD HAVE NEVER RECEIVED. They cheated me, and now are hurting my lively hood and credit s**re. This office is in**mpetent and horribly unorganized. They have not tried to help me resolve this, they just want more money. I should not owe them a dollar and they actually owe me $90 for overcharging me- even my insurance **mpany can tell you this. I have never had a worse experience with a business in my life I want this nightmare to end its taken way too much energy and stress from me for something that should have been Simple and mundane.

  Business response

  07/17/2024

  Please accept this as Coast's response to this complaint. We are working directly with the patient to resolve. Thank you. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/11/2023, I had dental work performed at Coast Dental in ************, **. They stated the insurance would not cover the expense so I paid $258.00 out of pocket for the procedure. In February 2024, I received an EOB form from Humana Dental insurance. On the form, I observed that Coast Dental submitted a bill (which the insurance paid) for the services I had paid for out of pocket. I notified the insurance company of the situation and they called Coast Dental, who acknowledged that there was an overpayment and that they would reimburse me. As of this writing, five months have passed and I have yet to be reimbursed. Both the insurance company and I have called to remind them but Coast Dental has yet to issue a refund. The insurance company advised me to present my case to BBB in hopes of it being resolved.

  Business response

  07/24/2024

  Please accept this as Coast's response to this complaint. The office is working with the patient directly, we are waiting for their son to contact us due to a language barrier with the patient. Thank you. 

  Customer response

  08/01/2024

   
  Complaint: 21969816
  
  I am rejecting this response because:
  My son called the office and was told that I needed to go to their office to provide/update information, which I did.  The response from Coast Dental has been that I need to wait an additional 6 weeks (after already having waited 5 months) and to accept a refund of $215, not the full $258 which I was billed.
  Sincerely,
  
  ***********************

  Business response

  08/02/2024

  Please accept this as Coast's response to *****************. Thank you for providing the required information to complete. Our refund process is between 6-8 weeks however I have requested priority processing, I am just not able to confirm exactly when this would process. Please allow a few weeks at least to complete. Thank you. 

  Customer response

  08/05/2024

   
  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

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received services by Coast Dental - *********************** on 12/28/2022, which included dental xrays, dental exam, and dental cleaning. I paid $22 of the $128, which was my patient responsibility for the topical fluoride varnish not covered by my dental insurance; my insurance would cover the remaining balance for prophylactic services. I received a bill mid June 2024 for the remaining $106. I called the local office for clarification. After multiple attempts over a few days by me and the central answering service, the call was finally answered by my local office. They explained they had not sent the bill to my dental insurance and would do so. July 7th 2024 I received a bill and letter stating my insurance declined the covered services.I called my insurance company, who stated the dental office billed outside of an accepted billing time period, which is why they declined payment of services that would otherwise be covered in full.I have tried multiple times the last few days to reach the local office (*****************), reach ************************* (*****************), and reach Billing (*****************), only for the line to state "No one is available". I even called the stated number on the notice letter (**************), without answer. The scheduling service has tried multiple times to transfer me to the local office - even they have failed to get an answer. I should not be responsible for office mismanagement of billing.

  Business response

  07/16/2024

  Please provide signed HIPAA. Thank you. 

  Business response

  07/17/2024

  Please accept this as Coast's response to *****************. Upon investigating this account, it appears that when we initially seen you, we did submit the claim however it was denied by your insurance, with them stating that you were not found due to the member ID being incorrect. We tried filing again with the information that was provided from your visit however when following up, it was advised that the claim was not on file. This usually happens when we are not provided with the proper ID card for your ********************** insurance. We did reach out to you a few times between 7/28/2023 to 4/25/24 however was unsuccessful in reaching you. On 6/6/24 we did end up closing out the claim and normally this amount would then be patient responsibility as we were not provided proper insurance information which is why you received the bill for the portion the insurance did not pay. We did reach out to your insurance who explained that your employer's HR would then need to approve to allow us to submit the claim late but as a 1-time courtesy we have adjusted off the balance. Please see the attached ledger. We encourage you for future visits to any doctor or dental appointment to ensure you provide a copy of your insurance card information to prevent situations like this in the future. Thank you. 
  

  Customer response

  07/24/2024

   
  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

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Coast Dental located at [Dental Office Address] in **********************. My experience with this dental office has been extremely disappointing and has caused me significant distress.1. **Dentures Mishandling and Overcharging**: Initially, I visited Coast Dental for dentures. However, the dentures provided were ill-fitting and uncomfortable, which I believe was due to poor craftsmanship and lack of attention to detail. Despite this, I was overcharged for the dentures, even after pointing out the issues and requesting adjustments.2. **Prejudiced Treatment and Denial of Services**: Throughout my visits, I was treated with prejudice by the staff. This discriminatory behavior was not only unprofessional but also disheartening. Additionally, I was denied certain services, such as braces, without a satisfactory explanation or alternative solutions. This has significantly impacted my dental health and overall well-being.3. **Lack of Information on Alternative Options**: I was not informed about alternative treatment options for my dental issues. As a patient, I believe it is my right to be fully aware of all available treatments to make an informed decision. The lack of communication and transparency from the staff at Coast Dental is unacceptable and has left me feeling neglected and mistreated.I am seeking the following resolutions:- A full refund for the faulty dentures.- A formal apology from Coast Dental for the prejudiced treatment and lack of service.- Assurance that Coast Dental will implement better practices to ensure other patients do not experience the same issues.

  Business response

  07/08/2024

  Please accept this as Coast's response to this complaint. We no longer have any offices in the state of ******. For your complaint, you would need to direct it to the current name of the office or the owner of that practice. Coast Dental LLC has no affiliation with that office. 

  Customer response

  07/10/2024

   
  Complaint: 21938928
  
  I am rejecting this response because: I have already been in contact with your legal department this is regarding your location that you closed on Windmill recently do not be lazy do your due diligence I was very clear as was a patient for 2 years you have my files
  
  Sincerely,
  
  ***************************

  Business response

  07/11/2024

  Please provide documentation for when you were seen at our office. With the information you provided you are not located. 

  Customer response

  07/11/2024

   
  Complaint: 21938928
  
  I am rejecting this response because: Provide documentation LOOK ME UP OR WHY DON'T  YOU CALL ME LIKE I ASKED YOU SEE MY NAME MY DATE OF BIRTH IS 2/6/86 BEFORE MY NAME CHANGE MY MAIDIAN NAME WAS C *************************** I WAS AT YOUR COAST DENTAL OFFICE ON WINDMILL PKWY IN ********* NV MYSELF AND MY CHILDREN WENT THERE
  
  Sincerely,
  
  ***************************

  Business response

  07/11/2024

  Please accept this as Coast's response to *********. We understand your frustration with your treatment. Coast Dental does not own the location at **************************************************** and have not been a part of that practice for years, we do not have any affiliation with that practice, Absolute Dental. Upon further investigation, that practice is still open. You can reach them at ************ or you can visit their location for further assistance, they are open until 5pm today. Thank you. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/19/24, I went to coast dental and had them do a crown for me and they charged me $512.50. up front before it could be billed to my insurance company. Once the claim for the service was processed, the amount allowed for the service was $338.88. My insurance company covered half for the service with co-insurance which was $******. I was responsible for the other half of ******, however since I already paid $512.50 in advance of the service, they owe me a refund of $343.06 for this service. I had another service on 2/2/24 for $150.00 and the insurance company again covered half, so I owe $75.00 for this service. In total with the $512.50 that was paid, they in total owe me a refund of $268.08 for the services. They are claiming they never received payment from the insurance company even though they have records of payments received for the services and are holding my money hostage instead of giving me the refund I am owed. They are unhappy with the amount they are contractually allowed to charge for the service of $338.38, so they are trying to keep my money to illegally compensate themselves. They will not follow the explanation of benefits. They have refused to give me my refund of $268.08 for over 4 months and we're very hostile and rude when this was brought to them in person.

  Business response

  07/02/2024

  Please provide signed HIPAA. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company has terrible reviews for a reason. For over a month, I have been trying to resolve a billing issue. This facility is attempting to charge me more than double of what my EOB says I owe, even though they are an in network provider. They never have their story straight, and this issue has just gone on for too long. On top of that, no one told me PRIOR to my visit that I would be meeting the dentist virtually. I would have never came here if I knew that beforehand. They diagnosed with me with some sort of gum disease, which I was shocked at. I went to another dentist afterwards and they were mortified that this dentist would lie to try to get more money out of me as they found nothing wrong with the health of my teeth/gums. This coast dental location is also absolutely filthy. Its a true shame that this location is in business.

  Business response

  06/24/2024

  Hello, I am not seeing the updated HIPAA attachment. Thanks. 

  Business response

  06/24/2024

  Hello, The executed HIPAA does not reflect Coast Dental. The form needs to be listed as Coast Dental., thank you. 

  Customer response

  06/24/2024

   
  Complaint: 21892506
  
  I have now attached the form correctly filled out. 
  
  Sincerely,
  
  *********************************

  Business response

  06/25/2024

  Please accept this as Coast's response to ********************* complaint. We are sorry to hear about the issues with your billing. Upon review, it appears that the rates you were billed were incorrect and the contracted discount from your insurance was not applied. I have completed the adjustment, please see the attached ledger which reflects the updated amount. Thank you. 
  

  Customer response

  06/25/2024

   
  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

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Coast Dental Repeatedly bills for services that were already paid by insurance or me. They Bill twice for same procedure or service.I have called and stopped in office multiple times to confirm there is no money due - but I keep receiving bills and fear they will refer me to collections and damage my credit score. And what about elderly patients that will just pay bills like this out of fear?

  Business response

  06/21/2024

  Hello, please provide signed HIPAA. Thank you. 

  Customer response

  06/22/2024

   
  Complaint: 21882095
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  06/27/2024

  See Attached

  Business response

  06/27/2024

  Please accept this as Coast's response to ***************. We are sorry to hear about the issues with your billing and that this was not resolved with your visit to our office. Upon review of your account, the most recent date of service did not have your insurance rates applied, meaning, there was no discount from your insurance applied. We have corrected this error, and your account balance now reflects $0.00. Please see the attached ledger for your reference. Thank you. 
  

  Customer response

  06/28/2024

   
  Complaint: 21882095
  
  I am rejecting this response because:

  Coast Dental Routinely overbills in the manner I presented. How do we know they will not continue this practice?  And when called, say, "Oh, I'm Sorry."  

   

  What type of oversight will prevent these practices from continuing and preying upon trusting senior citizens?    What if Coast had sent this bill to Collections?  

   

   

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Coast Dental at **************************** is horrible. The worst experience Ive ever had at a dentist, Im a 46 year old adult that has received regular dental care for my entire life. Im new to the area and tried this place. First of all the place is a dump, water stained ceilings with what looks like water or something running down the wall in the back exam room! The hygienist repeatedly tried to jam a large ex ram device in my mouth, it doesnt fit, Ive had **rays in the past numerous times, Ive never had this happen. She then takes me back to another room where Im in an open area and can hear other patients getting dental procedures done, its disgusting. Here the hygienist jams a slightly smaller device in my mouth and tries to use a handheld device to take the **ray, while she is pushing this device against the side of my face the one in my mouth is painfully jamming into the roof of my mouth. I walked out. I was done. They stop me at the door and force me to pay $23 for the one **ray they allegedly took. They advertise free **rays for a new patient consult. But I paid simply so that I could get out of this place!!!

  Business response

  06/14/2024

  Attempts have been made to reach and speak with ************* however at this time we have not been able to speak with her and only able to reach her voicemail. We ask that ************* please call us back. Thanks, 

*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. ↩