ComplaintsforSmile Design Dentistry

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business made an appointment for me with a service provider that was in my insurance network. The appointment was four months out. I went to the appointment and they devised a treatment plan. The cost of the treatment plan did not coincide with my insurance coverage and that is because they switch dental service providers without notifying me prior to my arrival, and they quoted me prices that were inaccurate with my insurance provider and they devised the treatment plan and had me sign it even though they were not in network as agreed with my insurance provider

  Business response

  07/29/2024

  Good afternoon,

  Our Regional Manager spoke to the patient on last Thursday and he is happy with resoltuion. He stated he was going to contact the BBB and let them know that everything is good and he is satisfied. 

  Thank you.

  Customer response

  07/30/2024

   
  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

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the beginning of January I brought my mother into your office for a consultation for all teeth to be pulled and an immediate denture to be installed. I was told by ****** the front desk person that all I would need to pay is the $1000 dollar lab fees as my mother's ******** supplemental insurance florida blue would pick up the rest of the bill. On January 16 I brought my mother in and paid the $1000 lab fee on a care credit credit card I was approved for the night before. They did the impressions. On Feb 13 I brought her back and they did more impressions. Her appointment for her teeth to be pulled was made for Feb 27 and I again checked with the front desk about monies due and they said zero at each appointment. On Feb 27th I brought her in but her denture had not arrived. So we came back on the 28th at that time that said you have $1674 due and we said uh no you told us it was all covered. We went home. They called us back and said come tomorrow and pay $380 and we can proceed with treatment plan. While mom was getting her teeth pulled I called the insurance company to go over what was billed. When I told the insurance company that I paid 1000 in lab fees they said we cover all lab fees and they are double charging. When mom came out of surgery I asked why I was charged lab fees and insurance. They said oh we refunded those today and applied them to the extractions. Why would I pay interest from January 16 to today February 29th when it was not needed. They moved money around when I called them on the fraudulent practices and now I want my 1000 dollars back.

  Business response

  03/05/2024

  Hello,

  We received your complaint and confirmed with the Regional Manager last week that the charge for labs was an oversight and already adjusted against the account.  We appreciate you bringing it to our attention.  The credit was then used for the extractions on 2/29/2024, as your mother's plan only covers a certain amount of extractions.  We can provide the signed treatment plan as needed.

  Thank you~

  Customer response

  03/06/2024

   
  Complaint: 21366580
  
  I am rejecting this response because:

  Unsatisfactory. On January 16th when you charged my care credit account for *********************************************************************** interest as well as a ding to my credit score. I offered to pay the 1000 labs because it was not expected. You do not have the right to take money from my charge card and pay another portion of my mother's bill. Even though I have a right to information I am not financially responsible for her bill. Therefore if you have no service that was rendered on the day the charge was made on my credit card I expect a refund. Any monies she may have owed on her extractions would have been owed at the end of February and they would be owed by her. My charge card was charged for lab fees. That is the only thing I gave permission for my card to be charged was for lab fees on January 16. I have asked your office for a full copy of medical records as well as insurance billing records and they continue to be ignored. My next step is the insurance commission as well as board of Dentistry. I expect a full refund to my care credit account for services not rendered or already paid for by insurance.

   

  Thank you,

  *************************

  Business response

  03/26/2024

  In our initial response, it was communicated that the charge for lab fees was an oversight and credited to the patients account, to which she used towards the cost of her extractions on 2/29/2024.  We have a signed treatment plan reflecting patient responsibility for the extraction visit for $1400+, to which the $1000 credit was used, along with a patient payment for the remaining cost. 

  We hope this helps answer your question.

  Thank you.

   

• Initial Complaint

  12/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to this **************** for a scheduled teeth cleaning appointment. I provided the office with my insurance information. After the exam and xrays of my teeth and mouth, the billing manager presented me with the treatment case I have attached. She told me the exam and x-rays performed during the visit will be billed to Cigna for $142 of which my out-of-pocket responsibility is $0 because Cigna will pay them the $142. I have attached the relevant portion of the *** Cigna provided me. Cigna paid them $335 with Cigna Check # **********. The check number is extracted from the patient bill Smile Design Dentistry ("SDD") mailed to me. It should be noted here, that I have requested the bills/claims SDD has submitted to Cigna on my behalf as the patient, and as of 12/14/2023 still have NOT received them. When I got the bill from SDD I called them and the billing manager who identified herself as ****, two basic questions. 1 - Why do I have a balance forward of $870 on 10/22/2023 and 2 - Why did Cigna pay you $335 for services you told me were $142? ****'s response it's a Cigna problem, they paid the claims as-if we were an out-of-network provider. This makes no sense because if Cigna thought they were NOT a participating network provider, ***** would have paid $0 because I have NO out-of-network benefits. Thus, SDD is overbilling and taking my insurance benefits WRONGLY!This situation repeats itself and is exacerbated when I present for my teeth cleaning two days later. The quote I was given was for two separate visits because of the time needed to clean my teeth. Right-side cleaning is quoted at $393. Left-side cleaning is quoted at $364. As my *** states. SDD billed Cigna $2,704, was paid $915 and I can be billed $1,789 for services quoted to me by SDD of $757. In summary, I was expecting SDD to ************** a total of $1,142 for the services quoted. As of 12/14/2023 we have, $1250 payments to SSD from Cigna and a $551 bill to me over 30dyas past due!

  Business response

  01/11/2024

  Hi **************************,

  We received your complaint and have reached out to our dedicated Cigna rep to look into why your claim was paid out-of-network, as the provider at this practice is a Cigna provider.  Once we receive a response from Cigna, we will provide an update.  We are expecting that ***** will reprocess the claim as in-network.

  You will most likely received another statement, however your account has been noted that we are working on resolution of your account balance with *****. 

  Thank you for your continued patience while we try to resolve this matter. 

  Customer response

  01/14/2024

   
  Complaint: 21008873
  
  I am rejecting this response because:

  Hello and thank you The Better Business Bureau,
  The response provided by Dr. ********************* and Smile Design Dentistry is highly predictable.  My mother has a name for an individual or entity that will NOT answer the question but will change the subject and try to focus the attention on something else.  Professional decorum prevents me from stating it here.  That is EXACTLY what is happening here.  The question is NOT if or why Cigna paid my claim as out of network as Smile Design Dentistry alleges.  The question is why have they received $1,250 from Cigna and are billing me $551 for services they quoted me in writing showing the total services amount of $899, $142 for xRays and Exam, $393 for right side teeth cleaning, and $364 for left side teeth cleaning.  They have overbilled $351.  They should a) return $351 to Cigna ASAP and b) stop billing me $551.
  

  Additionally, I spoke to Cigna1/12/2024 regarding this matter.  I was told: 1) the claim was paid to *** ******* as an in-network provider and 2) if it were paid as an out-of-network provider, then if would have paid at $0.00 since I do not have out-of-network benefits.  Thus, what Smile Design Dentistry claims is NOT accurate.
  

  This office needs to be cleaned up.  I am not sure if ******************* is the best entity to do so.  In the meantime, I suggest ALL current and POTENTIAL patients STAY AWAY!
  

  Respectfully,
  *************************;  
  
  

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

  Business response

  03/08/2024

  We are currently working on the complaint you filed with the **** of *********** and Consumer Services.  It was brought to *****'s attention months ago, and they are not being cooperative with reprocessing the claim.  We have black and white proof that your plan did NOT require an in-network provider via screenshot images directly from the ***** website under your plan details. 

  We verified your benefits prior to you being seen that confirmed your plan was taken, however ***** is saying there was an error on their website.  We've expressed that they need to process the claim according to the information the ***** website provided, whether it was incorrect or not.  Screenshots are attached.

  We hope ***** will get this resolved before our deadline to respond to the DACS.  If they do not, we will provide this same response.

  Thank you.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/11/23 I had 4 teeth extracted at Smile Design ************** to prepare for full upper denture planned on return to ***. I was given a signed treatment plan with fee of $172 per tooth +$33 irrigation. Total fees $721. I was not asked to pay at time of service since office would bill my ************** PPO. **************** in network. I have $2100/yr dental allowance. Smile Design (SDD) instead billed Aetna $425 per tooth +$44 totaling $1744. Overpaid $1023 per my treatment plan. I had no benefits remaining and paid out of pocket the Aetna rate for denture in ***. Blame was passed back and forth between SDD and Aetna for monthssent for review, audit, grievance, appeal and finally to ******* a supervisor in escalation resolution. She explained that my plan is a reimbursement plan and that ***** is not obligated to adjust fee billed to ******** rate. Aetna will not be requesting a refund from SDD because the claim was processed and paid to SDD for the full amount billed. ***** asked for a corrected claim. Smile Design regional manager said they cannot and will not submit a corrected claim with my signed treatment plan fees.I asked for a refund from SDD of $1023 they overcharged Aetna per my treatment plan. SDD said they will not refund to me because ***** paid it. ***** said since they will not be requesting the refund that it would be the right thing to do for SDD to refund $1023 to me but that they cannot force SDD to do so.I managed medical offices for 36 years and have never encountered any business like Smile Design. Any help you can give me will be greatly appreciated.

  Business response

  01/11/2024

  Hi ********,

  We received your complaint.  Are you able to provide a receipt showing payment for your dentures?  Once we receive it, we'll review it to determine the amount of your refund.

  Thank you.

  Customer response

  01/18/2024

   
  Complaint: 21002694
  
  I am rejecting this response because:

  receipts for dentures needed by Smile Design. 
  
  Sincerely,
  
  *************************

  Business response

  01/26/2024

  Hi *****,

  No, they do not provide what we need.  Doc 4 is our receipt and Doc 5 is a "snipped" view of their ledger from the new dentist.  We need to see the dates, codes, date payment was posted to match cc receipt, etc.  

  Thank you~

  Customer response

  02/12/2024

   I am attaching another picture of the statement from ***** Dental giving ALL requested information. 

  Business response

  02/19/2024

  We have reviewed the new documents and will initiate a refund to you of $1144.00.  ********** Manager will reach out to you within the next 24 hours for you **** card #, as we do not store them.  Once we have the information, the refund will be issued from the office within 24 hours.  ******** in which your card is connected with, with determine the amount of days for the refund to show on your **** account.

  We appreciate your patience while resolving this matter.

  Thank you~

  Customer response

  02/21/2024

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

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the Spring Hill (**** Commercial **** ****** yesterday to try to get an appointment because I was pretty sure I have an infection in a tooth. I was told I could not be seen for a month. When I questioned the receptionist about waiting a month she said she would put me on a waiting list. They did call and have appointments available for Monday which I scheduled for my wife because I had already scheduled with ************** for today for myself. Long story short I ended up there today because ************** called and asked them to see me. When I arrived the receptionist along with the ****** manager, *********************** were out of sight but I could clearly hear them talking about myself and my wife. Complaining about how we had appointments in December, but they were able to get us in on Monday but now I wanted to be seen today. I didnt WANT to be seen, I NEEDED TO BE SEEN!! I ******************* say he was going to call me because I had a $60 balance). No idea what that was for, but paid it because I was told I would t be seen if I didnt and was in way to much pain to argue. I did not appreciate the conversation they were having because there were others in the waiting room that could also hear. The doctor told me I have an infection and need to go back to the endodontist to have my root canal redone, but he would give me an antibiotic and pain med until then. I waited waited 2 1/2 hours for the pharmacist to receive the script and they hadnt so I called Smile Design and was told it was being sent in in just a couple of minutes. Waited another hour and my wife called because still no script and she was told it would be another hour before it was sent in. I immediately called back and spoke to **** and he said didnt you just call? I explained that my wife did because I was told a couple of minutes and it had been over an hour. He got very rude and saidIm sending them in now. One script was sent, not sure what happened to the other (pain med).

  Business response

  12/01/2023

  Hello,

  We reviewed your complaint and understand your frustration.  We contacted the office to discuss the items included in your complaint, and the manager confirmed they were able to see you for the emergency visit and the prescription was sent to the pharmacy once the system was back up. We can validate there were issues with electronic prescriptions that day for this office that we were actively working to resolve. 

  The manager also confirmed he provided an explanation of the account balance, and you let him know your mail goes to a PO Box, and didn't get the statements promptly.  He expressed he felt the conversation regarding your account was quiet and discreet, but has taken your feedback for future discussions with patients.

  If you have any other concerns, please do not hesitate to reach out to the manager.  He will ensure you are taken care of.

  Thank you~

   

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Came into office located at ******************************************************* on or about the month of May 2023 not completely sure., Seeking dental care, primary reason to obtain a filling for my upper left rear tooth. After an initial examination which is mandatory wherein x-rays are taken and a review and treatment plan is drawn up by *** ****** In my opinion is highly inflated. After discussing the treatment plan with a staff person and my means to pay. It was established by me that my primary focus was on fixing my aforementioned upper left rear tooth.at that time. I was told that a normal filling could not be used instead a Crown for that tooth was needed. So I agreed to the crown but when came to payment I did not want any credit from anyone. I would pay cash., My tooth was filed down and fitted for a temporary Crown until The next week . When the new Crown would be made for permanent fixture. I paid half the first week and when I came back I paid the other half, the money for that and the deep cleaning I had is not in dispute. I made sure of that because they tried sending me a bill when I first started but I put emphasis on the fact that i was paying as I go.. When I came to get the permanent Crown fitted The Dr seem to have a hard time getting it to fit. He, the Dr. kept sanding and doing other things I could not see inside of my mouth but during a particular time I felt something crack. I was praying it was not the Crown I did not say anything but I felt something crack when He kept on going acting as though nothing happened. Later on during the visit He told me if I needed to come back into the office to don't hesitate but things should be ok.. .After that visit I was scheduled for an Hygienist for deep cleaning of my remaining teeth . The next day or so I called stating that I was having problems with my mouth in that area instead of scheduling me for the Dentist they told me the Hygienist would take a look. She did and said that the Crown looked fine but the tooth next to it seemed to had been patched glued together. at the time as though it had been there all the time. I did not know what she meant until one evening I was flossing my teeth.the aforementioned tooth fell apart . So I called them and they told me to come into the office which I did and the Dentist pretty much denied everything, so I decided to move on, until they sent me a bill stating that I owe them. It was like a slap in the face. When I called asking what the bill was about I received a negative response. Please help to resolve.

  Business response

  12/01/2023

  Hello,

  We reviewed your complaint and understand your concerns. We contacted the office and the manager did confirm that you were not provided the cost for your visit on 8/23/2023, and they have adjusted your account to a zero balance. The manager also confirmed the tooth in question was included in the recommended treatment on your first visit earlier in the year, prior to the cementation of your crown.  

  As requested per your "Desired Settlement", you will no longer be contacted by the office.  However, if you decide to return to the practice, they will be happy to see you.

  Thank you.

  Customer response

  12/05/2023

   
  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

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband is the patient regarding this complaint. Smile Design in **************, ** requested that he pay for a crown in advance of treatment. My husband put $1,946 on his Amex card on November 28, 2022, to pay Smile Design for his upcoming crown. However, the holidays came and while visiting family for an extended time in ** in December 2022, he had problems with his tooth (no crown was put in yet by Smile Design) and visited a local dentist to have a crown put on there in ********.Therefore, he paid $1,946 in advance and in full to Smile Design for a crown he received elsewhere, while out of state.I first noticed the issue while I was at a dental cleaning at Smile Design in **************, ** in March of 2023. "L", the desk receptionist at the time, advised me of the credit on my husband's account. They said they would look into it further, but I heard nothing. I then called the ************** office manager, "J", on March 23, 2023. At first she said she would mail out a check in the amount of $990.60 after getting it pre-approved from her regional manager, and I should expect a 2-3 week turnaround time to receive the check. I called her back and said "no, that amount is not correct as it should be more ($1,946)". "J" said she would contact "N", her regional manager in *****, but to give her about 2 weeks. I then waited the 2 weeks and called the office manager back. She said she was swamped with work and could not contact her regional manager. Then "J", the office manager, requested that I give her another 2 weeks to resolve it, but the same thing happened again. I called her and she said she didn't have time yet but will stay late and get it done. More time went by and I called again and again and this time no one answered my phone calls. One day I went into the office to advise them of my issue and I saw "J" the office manager there. She once again said she was sorry but very backed up and there just wasn't enough help to get things done. "J" was very nice, but still was not able to resolve this issue of reimbursement needed. At that point I asked her if I could help by calling "N" her regional manager myself. The office manager declined this and said she would do it.It has now been an additional 3 months since then, and multiple attempts to call (by my husband too), but still no resolution or reimbursement. We have called Amex to try to stop payment ourselves, but they said too much time has elapsed. We should not need to be without our $1,946 for work that was never done by Smile Design. This is quite a large sum of money, and they are ignoring this problem. Please help us resolve this issue and get reimbursed by this company. Thank you.

  Business response

  06/20/2023

  The Regional Manager contacted the patient to review the credit balance details.  The remaining credit balance is being refunded  to the patient's credit card today.  

  Thank you.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The spring hill office has continually stated I owe for a cancelled visit, the office manager *********************** specifically stated he mis understood me when I cancelled, the next visit I was told I had a bill, **** refused to be clear what it was for, after pressing foreward he said its for the cancelled visit, I replied the one you misunderstood me saying I was not confirming my appt, he replied yes that's correct, but you still must pay it. This office and **** are crooks and liars.The resolution needs to be corrected. First they bill me $50, now 1 month later I'm being billed past 90 days. This is a disgusting way to do business.

  Business response

  06/07/2023

  Hi *******,

  After reviewing your account regarding the broken appt fee, an adjustment was made on 5/22/2023 for the $50 fee.  The remaining $54.00 balance on your account as of today, is not related to this charge.  Please contact the office and they will provide the details for the balance.

  Thank you~

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spent 10k over the last 4 years in the ******************* The last round of work done involved doing 7 crowns at one time. The tech pushed the mold tray onto my teeth and then slightly pulled it back down, rocked it a bit and pushed it back up. When I received the crowns they were bucked out and much shorter on the front than my natural teeth. Thus creating a lisp when I speak and it just plain doesnt look right. I asked for this to be fixed, another mold was taken using a different company. This set was worse than what I already had. The dentist told me in so many words, that I was wrong in my assessment of my own mouth and teeth, saying I am hung up on how it looks. The day I was given the crowns I told him, these arent going to work. He urged me to keep them and try them. The following months were very difficult for me for personal reasons and I was unable to come in to have them looked at. However I did come back asking for them to be fixed. Trying to discuss it with him is pointless, he lightly pushes you into just caving and accepting the teeth. He denied his tech adjusting the mold, how else do you explain the errors? The patient literally does nothing but sit in the chair. This is 100% due to poor molding skills. I am now stuck with teeth that do not fit my mouth, people stare at my mouth when I speak because of the lisp that now exists. I feel like the dentists pride is ruling here and the patient is suffering and out of 5k. That is what these 7 crowns cost me. I tried to schedule with another location as I am not interested in the same dentist doing more work in me and I was told they could not help me, I needed to go back to the dentist that did the work. The same one that will not admit he made an error and was visibly not happy that I was requesting it be fixed.

  Business response

  03/07/2023

  We received your complaint and would like to resolve this matter promptly.  An email was sent to you on March 3rd, 2023 to discuss your options and a voicemail was left on March 6th, 2023 in a second attempt to reach you.  Please contact our office and ask for the Office Manager, so we can get this resolved for you and ensure you are 100% happy with your results.

  Thank you.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband, ************************** went to Smile Design of Toledo Blade. They are In-Network with my insurance, Healthplex. The first visit they proposed treatment plans and co-pays. I stated that the co-pays should be after insurance as per our ************ agreed. At every visit they charged us a co-pay that we paid. Our treatment ended and afterward, they sent me an additional bill for $126. After looking at our EOB's and payments, we determined that we overpaid them and did not owe any additional money. I made an appointment with the office to discuss their bills with the EOB's and when I got there, the office personnel wouldn't sit down to go over any bills and kept saying he knew where the $126 is from and it was due. I asked him again if we could go over the EOB's and he told me no. He kept saying this over and over and would not allow me to speak any further. All this while standing in the waiting room. Then he called Healthplex to have them re-review the one treatment he thought was in question and told me I would be getting a revised EOB showing the $126 was my responsibility. Healthplex has no record of this phone call and has not re-reviewed their treatment. All EOB's I received show included treatment and amount owed if any. We have paid all amounts due as per our EOB's plus overcharges except the unpaid bill of $126. I paid $260 (not including the $126) with $150 patient responsibility as per insurance. My husband paid $309 with $182 patient responsibility as per insurance. On 9/20/22, I filed a complaint with Healthplex. On 11/23/22, Healthplex contacted Smile Design with no response. I also sent Smile Design a letter on 12/12/22 contesting the bill for $126 with no response. I keep getting bills and just received a letter they will send it to collections. Healthplex states Smile Design, as an In-Network provider, should only have charged as per the EOB's, but can't do anything more than send a letter. Can you please help resolve this matter?

  Business response

  03/07/2023

  We have audited your account, and have adjusted the balance for the procedure to 0.00. 

  Thank you.

  Customer response

  03/14/2023

   
  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. ↩