Complaints
This profile includes complaints for Braselton Smile Studio's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/10/2023
Type: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 October 18, 2023 I was seen at Braselton Smiles Studio. I had been an existing patient there before. When I came into my appointment I was told that I would have to pay ***** towards my appointment. I told the receptionist that I had not had to pay before so why is it different this time? Their billing person explained to me that they were no longer in network with my plan. I told her I wish that they would if told me this before scheduling my appointment. I asked how much my insurance would cover and she explained that they would cover the bill 80%. I went ahead and did my appointment. 3 weeks later I get a bill from them for ******. I was confused because this is more than 80% of what the insurance covers and what I was told. I felt like they kept information from me, did not fully inform me of what to expect, and let me find out when it was too late. I spoke with the office manager who tried to say that they would have not know until they got the *** from the insurance after they billed them. Even if this is so, they still should have know that when the provider is out of network the amount paid is going to be less than 80%. She took off the x-rays which brought my bill down to *****. I was appreciative of that but I felt like because it was their faults for not being honest they should of wrote off the remaining balance, this is what most dental and medical office do. After this experience I felt like I was being taken advantage of and put in a situation that was unavoidable due do to the lack of information upfront.
Business Response
Date: 12/13/2023
**********
Director of Operations
Braselton Smiles Studio
12/13/2023
Better Business Bureau
RE: BBB Complaint Case # ********
*************************
Dear Better Business Bureau,
I am writing in response to the BBB complaint filed by ************************* regarding her experience at Braselton Smiles Studio on October 18, 2023. We take all customer concerns seriously and appreciate the opportunity to address this matter.
We deeply regret any inconvenience and frustration that ************************* experienced during her visit to our dental office. Please allow me to provide a detailed response to clarify the situation and address her concerns.
Firstly, we want to clarify our practice regarding the notification of network changes with insurance providers. While it is not our responsibility to ensure that patients are fully informed about their insurance network status, we understand the importance of transparency and effective communication. Therefore, as a courtesy to our valued patients, we made efforts to notify our United Concordia patients of the network change through email communication with an effective date of April 13, 2023 for our network status change.
We recognize that ************************* may not have received or been fully aware of this email notification before scheduling her appointment, and for that, we apologize. Our intention was to provide our patients with as much information as possible to help them make informed decisions regarding their dental care. However, we acknowledge that we may not have effectively conveyed this information in ***************************** case.
During ***************************** appointment, she was provided with an estimate based on the specific code class, indicating an 80% coverage for preventative care. We acknowledge that this information may not have been conveyed as clearly as it should have been, and we deeply regret any confusion that resulted.
Regarding ***************************** concern that the billed amount exceeded the 80% coverage, we want to clarify that the final coverage amount is determined by the insurance company and is subject to their policies and ***************************** specific plan terms. While we aim to provide accurate estimates, we rely on the information available at the time of the appointment.
In response to ***************************** feedback, our office manager promptly removed the charges associated with x-rays from her bill, reducing the balance to $66.00. We appreciate her understanding and cooperation. It is important to note that billing practices can vary among healthcare providers, and we will take ***************************** feedback into consideration as we continuously work to enhance our services and communication.
At Braselton Smiles Studio, we highly value our patients and aim to maintain a positive and transparent experience for them. We deeply regret any inconvenience ************************* experienced and are committed to making improvements to prevent similar situations in the future.
If ************************* has any further questions or concerns or would like to discuss her bill in more detail, she is welcome to contact our billing department at ******************* Phone Number]. We are dedicated to assisting her and ensuring her satisfaction with the resolution.
Once again, we apologize for any inconvenience ************************* may have encountered, and we genuinely appreciate the Better Business Bureau's role in facilitating this communication. We look forward to the opportunity to serve ************************* better in the future.
Sincerely,
**********
Director of Operations
Braselton Smiles Studio
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