ComplaintsforSmith Dental Care

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 1/11/24 I came in for two x-rays at the request of *******************, office manager, so that they could have evidence of a crown and root canal that I had to have done (at another dentist/endodontist) as a result of damage caused by Dr. ********************** the previous year. The reason they wanted proof was that I was asking for a remaining charge on my account from almost a year prior be dropped due to unnecessary pain, suffering, and the root canal and crown needed after the damage. They asked me to come in and I relented to have two xrays done to prove my case. I was assured multiple times prior over the phone that I would not be charged for the xrays since they were at the Dentist's request and not my own. I even have a printed and signed letter that ***** handed me on 1/11/24 that clearly states "Smith Dental Care will not be charging ************* for her x-rays today."After seeing proof of the procedures, I was assured by ******* and ***** that I would not be responsible for the remaining balance of near $350 and that there were no more charges on my account. Serveral days later, I logged into my *************** portal and noticed a claim for $46 for the two xrays on 1/11/24. I called and spoke with ******* in their accounting side who assured me that she would retract the claim with ***** since I was not supposed to be charged. This $46 was paid to ********************** (fraudulently) by my insurance but counts towards my out of pocket maximum for the year. It also counts as towards the total number of xrays I can have towards the year. Now, a month later, I see that the claim is still counting as paid and they RESUBMITTED a second claim for the same day. They were supposed to remove the initial 1/11/24 claim, not file a second one! Luckily my insurance company denied it as a duplicate claim but I want the initial claim to be cancelled as they stated the visit was no charge and only at the request of the dentist.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was told I was responsible for $150 a week for a year. On June 12, 2023 my balance was $1756.00. On July 1p, 2023 I got a letter saying my balance was $6460.96

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Wanting a refund On 6-17-2023 I was charged $255. +$45+$82.00 to have a tooth pulled. They were unable to do so and will not refund or return any of my calls. I have all documents proving this and think people should be aware of them taking their money without fulfilling the job that was said was going to be taken care of. They are very unprofessional

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Its about a crown that still is not permanent and they need to finish the work in my mouth that only has a temporary crown. I was supposed get it done because they said it was covered and that I owe nothing. But, the day I was there on May 26, they told me I had a balance from 2021 of 3,000 where they did a root canal and a crown. At that time they told me my dental work, all of it from 2021. They also told me that they would NOT put my permanent crown in even though my insurance already paid. I also need to mention that I had to go back 8 times for this new crown. This is unacceptable.so,They finally said that the newest crown was defective and sent it back to the lab for a replacement. I can't chew on that side and my permanent crown has been paid in full but they told me until I pay $790 they were unable to do the work. All I want is for my newest crown to be finished and the balance to be eliminated. Thanks

  Business response

  06/07/2023

  *************** was not in our practice on 5/26/2023.  She was in on 4/26/23 and was informed that her insurance had not paid anything further on a RTC from 2021.  *************** offered to pay $4.00, which she did on 4/26/2023.  Smith Dental Care is a business that deeply care for the patients and community as a whole.  However,  *************** claims that her insurance has paid us in full in simply not true.  We file insurance as a courtesy for the patients we see.  As well, why are a fee for service practice.  We in no way guarantee any insurance payments.  We present the treatment plans as an estimate of benefits only. Any balance that Insurance does not pay is the patients responsibility.  It is true that the *** was presented to her, (as an estimate), and show her with $0.00 out of pocket.  Smith Dental Care has no control over what *************** Ins. benefits will pay out.  Also, *************** signed and agreed to this in the attached document.  She signed and acknowledge that this was just an estimate just under this statement  and as well that she would be responsible for any balance left after ins. Smith Dental did in fact discount this treatment significantly already.  We would be more than happy to complete any and all treatment.  But the balance has to be paid in order to do so.  We have in fact offered payment options to *************** and this was refused.  Please see notes below from 4/26/2023

   

  04/26/2023
  ************** came in today to have her new crown seated and paid $4.00... She stated that she was told by management that she could pay $4.00 a month on her balance (there is no record of this). I spoke with ************** and told her we need to set up a payment plan for her balance (iCare payment plan), but in order to seat the crown or continue any future work we would need at least 30% payment up front ($786.90). THIS IS THE THIRD TIME THAT I KNOW OF THAT HER BALANCE HAS BEEN ADDRESSED WITH HER- I HAVE PERSONALLY ADDRESSED THIS ISSUE WITH HER TWICE NOW. ************** looked at me blankly and then said "honey I am on a fixed income, I cannot do that". I informed ************** that unfortunately she has maxed out her insurance benefits and has a balance dating back to 2021 that we never received payment from her on. ************** stated that she spoke to her insurance yesterday and the rep told her that she had "money [she] didn't use in 2021 and they were going to send [Smith Dental] more money soon". I told ************** that unfortunately without any written documentation from Humana stating that I cannot honor that. ************** carried on about how the crown had to be re-cemented and the partial was remade and she was "charged" each time for that and that she was told by her office that her ** was covered in full. I did inform ************** that that is only an estimate and what Humana pays towards her ** is between her and Humana and that Humana should send her a letter each time they accept or deny a claim for her. ************** stated she will be contacting the BBB and left.~ Apr 26, 2023 ~***********************

  Customer response

  06/08/2023

   
  Complaint: 20125635
  
  I am rejecting this response because:
  The crown that needs to be seated wasnt done properly because i had to go back 8 times until ********* finally deemed it necessary to get a new crown made and my insurance paid them everything that was owed on this particular crown because the visit was covered initially. Another question, why in the world would they bring up charges for 2021 on a root canal and a crown after all this time? They put me with a dr that was not in my network with **************** My insurance company told me they would send more payments in the coming days for this old balance. And this most recent crown needs to be seated because the DID get the payments for it and ********* told me that there would be no extra charges for the crown they sent back to the lab as defective and did more impressions to make it right. Currently I have a temporary crown that needs the permanent one to take its place. I will gladly start a payment plan for the old balance but as a disabled person I AM on a fixed income and i do not have access to that much money at one time. I am willing to pay $50 a month to get everything taken care of of Smith Dental will agree to it. I just need my most recent crown to be seated. And that should be on them to seat this crown because it came off eight times and they sent it back to the lab to get a new crown that wasnt defective. They have been paid for this latest crown and i will pay the past due balance at $50 a month. 

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

  Customer response

  06/08/2023

   
  Complaint: 20125635
  
  I am rejecting this response because:
  The crown that needs to be seated wasnt done properly because i had to go back 8 times until ********* finally deemed it necessary to get a new crown made and my insurance paid them everything that was owed on this particular crown because the visit was covered initially. Another question, why in the world would they bring up charges for 2021 on a root canal and a crown after all this time? They put me with a dr that was not in my network with **************** My insurance company told me they would send more payments in the coming days for this old balance. And this most recent crown needs to be seated because the DID get the payments for it and ********* told me that there would be no extra charges for the crown they sent back to the lab as defective and did more impressions to make it right. Currently I have a temporary crown that needs the permanent one to take its place. I will gladly start a payment plan for the old balance but as a disabled person I AM on a fixed income and i do not have access to that much money at one time. I am willing to pay $50 a month to get everything taken care of of Smith Dental will agree to it. I just need my most recent crown to be seated. And that should be on them to seat this crown because it came off eight times and they sent it back to the lab to get a new crown that wasnt defective. They have been paid for this latest crown and i will pay the past due balance at $50 a month. 

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

  Customer response

  06/08/2023

   
  Complaint: 20125635
  
  I am rejecting this response because:
  The crown that needs to be seated wasnt done properly because i had to go back 8 times until ********* finally deemed it necessary to get a new crown made and my insurance paid them everything that was owed on this particular crown because the visit was covered initially. Another question, why in the world would they bring up charges for 2021 on a root canal and a crown after all this time? They put me with a dr that was not in my network with **************** My insurance company told me they would send more payments in the coming days for this old balance. And this most recent crown needs to be seated because the DID get the payments for it and ********* told me that there would be no extra charges for the crown they sent back to the lab as defective and did more impressions to make it right. Currently I have a temporary crown that needs the permanent one to take its place. I will gladly start a payment plan for the old balance but as a disabled person I AM on a fixed income and i do not have access to that much money at one time. I am willing to pay $50 a month to get everything taken care of of Smith Dental will agree to it. I just need my most recent crown to be seated. And that should be on them to seat this crown because it came off eight times and they sent it back to the lab to get a new crown that wasnt defective. They have been paid for this latest crown and i will pay the past due balance at $50 a month. 

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

  Customer response

  06/08/2023

   
  Complaint: 20125635
  
  I am rejecting this response because:
  The crown that needs to be seated wasnt done properly because i had to go back 8 times until ********* finally deemed it necessary to get a new crown made and my insurance paid them everything that was owed on this particular crown because the visit was covered initially. Another question, why in the world would they bring up charges for 2021 on a root canal and a crown after all this time? They put me with a dr that was not in my network with **************** My insurance company told me they would send more payments in the coming days for this old balance. And this most recent crown needs to be seated because the DID get the payments for it and ********* told me that there would be no extra charges for the crown they sent back to the lab as defective and did more impressions to make it right. Currently I have a temporary crown that needs the permanent one to take its place. I will gladly start a payment plan for the old balance but as a disabled person I AM on a fixed income and i do not have access to that much money at one time. I am willing to pay $50 a month to get everything taken care of of Smith Dental will agree to it. I just need my most recent crown to be seated. And that should be on them to seat this crown because it came off eight times and they sent it back to the lab to get a new crown that wasnt defective. They have been paid for this latest crown and i will pay the past due balance at $50 a month. 

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

  Business response

  06/15/2023

  I will accept this compromise.  My office will contact ************** and schedule the delivery of the crown.  My office will have payment arrangements set up for the payment plan of $50.00 per month and deliver at the scheduled appointment time.

  Customer response

  06/20/2023

   
  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

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April of 2021 I went in for a free consultation and evaluation for orthodontic treatment, which resulted in oral surgery to remove a tooth and then braces. I was quoted $0 for treatment based on insurance policies I had. The day before braces being applied in May 2021, I was told that I needed to pay close to $4,000. I was able to supply proof where I was quoted $0, and was honored that price; with no time line of how long it would last and a note in my account, that I saw at every visit. Almost two years later and 30 minutes prior to my appointment in April 2023 to let me know that I needed to pay $3,850. When I went in I met with two managers and the ** on the phone who insisted I pay, and "negotiated" down to $1,500. There was no official agreement, and nothing in writing. I was also promised a call back from the ** to discuss more the following week, but never heard back. Since then, they have filed a claim with my insurance and was paid $2,279.40, which they deny but my insurance has proof they were paid. Smith Dental is refusing to treat me, even with a dental emergency, until I make a payment (despite my insurance paying well over $1,500) in which they claim was agreed upon. An agreement is something that both parties agree on, and is in writing. Nothing was agreed upon, and nothing was in writing. I have since had to go to another provider, any pay out of pocket to complete my care. Smith Dental has acted unethically, unprofessional, and displays lack of concern for my oral health. I am requesting they pay me the money that was paid to them by my insurance, and they were not owed. I have included an attachment with with a much more detailed series of events.

  Business response

  06/05/2023

  This is being looked into. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Owner about January 4th of 2022 I went in for extractions with Smith dental. They told me I would be put to sleep I called that morning and realized I was not going to be put to sleep and they said they had gas. I arrived and they did not have gas and I went running. They had an initial check for $10,000 and one I told them not to cash because I left the office so hurriedly. I've had all the work done by another dentist and was dealing with the *** which facilitated this work the *** of Smith dental no longer works there and I have had no luck with getting in touch with the owner. I've had the all the work done by another dentist which says how bad the dentures were. I was never able to use them and had to have them made by another individual. They lied to me they have stolen $20,000 of my money after the *** said that he would give some of the money back but I should not be charged for a product that I was unable to use example the dentures. The *** had told me that they do not work that hard on dentures and that they charge for adjustments which is very wrong to everybody that they have done this to which I know several.they have $20,000 of my money that is a lot of money and a business should not be able to do an individual like this because they don't have the ability to fight them in court..

• Initial Complaint

  06/29/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  They took a payment out of my account in which over **** my account. I paid the amount in full prior to them taking it out of my account in the amount of $168 and some cents Im not sure. This happened on June,3,2022. Theyre giving me the run around about a refund and saying I owe $68 on my sons account for dental X-rays they werent suppose to do because insurance only pays for those once a year. Thats their fault not mine.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a patient april 2020 went in had 9 extractions total at which i was hurt by ********* during 1st visit which i was not numb when he started. Was reachedule due to injury couldnt continue same day procesure. Went back saw ******************* .Got fitted for partial denture for bottom ..took 2 months to get partial due to mistakes by lab making partial. Finally got partial july 2020. They didnt fit so had an adjustment appt set and went in to have them fixed. Was told i would have to get use to them. September 2020 i called talked to ***************************** he told me come back in. At this point i had moved 3 houra away due my dads health and had to rent a hotel for visit . got there and they had no knowledge of me coming in or the convo with ******* about possible refund due to not being able to wear partial. I was told they were readjusting them take them home wear them and if they still dont work a refund would be done since i paid with care credit and account was now closed due to pay off id receive a check in mail. I called again january 2021 problem persistent and now caused teeth to loosen and partial was breaking. Talked to manager ********* and she only offered to make new denture with me paying for loose teeth to be extracted. I drove again to get this done only to be told no notes were in my chart and nothing could be done since ********* was not there to confirm. Ive been since sept 2020 trying to get this taken care of and now noone will return my call and the partial is broken and of no use Nd i have a huge gap at bottom where teeth were removes to place partial to and teeth the partial connected to are loosening and i have to wear a mask all the time to hide my mouth. Have spoken to more than 8 people over the past 1 1/2 years . Noone will contact me Nd ive requested chart notes from 1st day incident and my records and was told by ******* they dont have any chart notes and havent been sent records as of yet. I cant wear broken partail and i have requested refund

  Business response

  07/19/2022

  I am writing today in response to **************** complaints against our organization. 

   

  MAY 17,  2020

  • ************* was in office for a new patient consult referred by her daughter who works at SDC.
  • ************* was tx-planned for a lower partial and 7 extractions. Total cost of $1700
  • According to ************* and the patient note entered by the assistant (her daughter *********************) the patient was not numbed by Topical Anesthetic Gel prior to the doctor ************ coming in to numb the patient with the syringe. 
  • Topical Anesthetic Gel is not mandated or required and not all dentists utilize it but we do prefer it at our facility for patient comfort. We regret that this situation occurred. 
  • 
  •  

  MAY 18, 2020

  • ************* returned for treatment with ****************** and made a payment of $1500 via CareCredit.
  • ************* had 7 teeth extracted and was to return for impressions. 

  

   

  JULY 3, 2020 

  • ************* was in office to get impressions made to send to the lab to process her partial. 
  • 

  JULY 27, 2020 

  • ************* was in office to receive partial, adjustments were made and patient left satisfied. 
  • 

  ************* did not contact us again until December of 2021 shortly after our previous General Manager quit the practice as well as the patient's daughter *********************. Mrs. ***************** claimed that she had spoken to the previous general manager ****** 4 times in regards to the dissatisfaction of her partial and a refund. However, no notes were in the patient chart regarding this and additionally when we ran an audit report there was no activity on the patient chart at all during those months except for 2 billing inquiries which means ****** never touched this patient account. The phone call with ****** also seems to have never occurred as he also did not ever access the patient chart. 

   

  

   

  I personally spoke to ************* when she called in December making those claims and let her know that she was welcome to come in for new impressions so that we could make her a new partial at no cost. I explained to her how common it was for her partial to need adjustments or be remade due to her gums/bones healing and changing with time. Adjustments on dentures and partials are common and necessary. 

   

  As far as other teeth becoming loose, no dental practice can be held responsible for that as we cannot control patients care and hygiene at home. There are many factors that must be taken into place when patients need fillings, extractions, crowns or dentures. 

   

  I hope that ************* will come in to obtain a new partial.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Procedures: 2/18/22 Paid: $1,027.53 in cash, insurance billed: $20,678 per attached Cigna has paid $270 the rest are pending. Procedures we're started but I cancelled the rest of service 3 business days later as I spoke to several people. I don't want to continue service, they will not provide an itemized breakdown of what I still owe as not all service was rendered. Now, they are charging my debit card and they won't give me an itemized of what I owe. No matter how many times I call. Please help me!

  Business response

  05/11/2022

  To Whom it may concern,  

   

  The patient ******************************* visited our office with dental concerns. The Doctor attended to ****************** and listened to her concerns. Upon speaking with ******************, she wanted to start treatment that day which we accommodated for. We went over detail of what the procedure entails, how much the cost was, how long it would take, as well as the time frame of work. ****************** signed all of the consents regarding financial obligations as well as treatment obligations prior to starting her treatment. Most of the work was completed or started that day at her request. ****************** called us 3 days after demanding a refund and stating she would like to go elsewhere. When we tried to ask ****************** what the reason for wanting the refund was, her response was I just want to go somewhere else. After asking her what she was dissatisfied with she kept saying I dont have a problem with the office or the work, I just want to go elsewhere. We explained to ****************** that her dental work has been started and or completed and she cannot provide her a refund for work that has been completed. ***************** never requested an itemized breakdown of anything nor has come into the office to resolve the matter. A copy of the itemized breakdown of cost is always given to every patient on treatment day. ***************** did receive an itemized breakdown of the plan as we have a signed copy from her in our records. We are more than happy to speak with ****************** regarding the matter and to continue her treatment as necessary, but we have not heard from her. We can provide any further documentation as needed. Thank you.  

   

   

  Thank you, 

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

*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. ↩