Complaints

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Dental Wellness in ******** **** ** has sent me a statement that I need to pay the outstanding balance which is not covered by my dental insurance. I have received two different accounting statements and neither show a payment applied to my account of $536.90 send to **** ****** ******** on Nov 9, 2023 in this amount. One day I get a statement that I owe $743.10 and the next day I get a statement that I owe $473.30, there is no accounting activity that shows why one day it is one amount and the next day it is less and the second accounting statement is only for 2024. I am happy to pay whatever is outstanding with an accurate accounting on my account and don't blame them for wanting to collect amount dues. All I am asking for is an accurate accounting of the statement. If you subtract $536.90 from $843.10 then I owe $306.20, if you subtract $536.90 from the new statement which shows $474.30 then they owe me money, just want to know which one it is.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  At best this is a case of false advertising and at worst, intent to deceive customers and insurance fraud. We are Active Duty Military and covered by TRICARE Dental (UCCI for DOD). When we set up the appointment with Dental Wellness Center, they were in-network with TRICARE Dental (UCCI for DOD). The day of the appointment, my wife actually asked, and they stated UCCI TDP covered the treatment and even specifically checked the Bitewing coverage and said it was good. The UCCI TDP also showed them as network on 06/30/2023. As of 09/01/2023 Dental Wellness Center website showed they were still in in-network. However, speaking with customer service for UCCI TDP (Reference #***********), UCCI TDP says they are out of network as of 06/15/2023 and now Dental Wellness Centers of GA is billing us $547.93. I spoke with Dental Wellness Center multiple times and they stated they would have their billing manager call. They would not provide me a phone number or e-mail for their billing manager. I called again on 10/02/2023 and they still refused to give me a phone number or e-mail for the billing manager. As of 10/02/2023, their website still states they are in network with TRICARE Dental (UCCI for DOD) We were charged for five dependents and a bill of $547.93 on things that would have been covered by insurance if they were in network. Their false advertising and stating they were in network on the day of the appointment is why we used their service. Website is: *************************************************** Shows Tricare Dental (UCCI for DOD) is "In-Network"

  Customer response

  10/02/2023

  HIPPA Form uploaded and also sent via FaxZero

   

  Your fax (ID: #********) to ATTN: ***** ******* at ********** has been delivered successfully at 3:46 PM Eastern Daylight Time on October 2nd, 2023.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 31, 2023, I took my two children and myself in for our biannual dental cleanings. I had already visited this practice in the past (January 2023). I just recently received my bill, which is higher than it should have been. After calling the Dental facility to try to obtain information, I called my insurance company (Tricare Dental/United Concordia) to obtain information. I was then told that as of April 2023 this dental facility is no longer an “In-Network” provider. The dental facility did not notify me of this change and their website still advertises that they are still an “In-Network” provider with my insurance.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Dental Wellness Center of Richmond Hill regarding a series of issues I have encountered from my recent visits. The poor treatment, lack of transparency, and questionable billing practices have left me dissatisfied and frustrated. On 10/11/22, my visit was for bitewing x-rays and exam. Due to time constraints, the teeth cleaning was rescheduled for 10/14/22. The office filed two claims, Claim No. *********** and Claim No. ***********, to my insurance provider, Guardian, for these procedures, based on the Guardian Fee Schedule.To my knowledge, Guardian paid the full amounts specified in the fee schedule for both visits. The first claim, in the amount of $103, was paid on October 27, 2022, as confirmed by Check No. *********, which was cashed by Dental Wellness Center. Similarly, the second claim, totaling $87, was paid in full and verified by Check No. *********, cashed by the dental office on 10/28/22. However, my recent conversation with the Dental Wellness Center's billing department on May 17th revealed an alarming discrepancy. According to the billing manager, *****, Guardian paid using the wrong fee schedule, resulting in an outstanding balance. ***** claimed to have attempted communication with Provider Relations representative Jeff, but he has not responded to her calls or emails. This lack of response from the dental office is deeply concerning and further indicates their disregard for resolving this matter promptly. In an attempt to seek clarity, I contacted Guardian and spoke with a representative named Moon. She read me the notes on file, which explicitly stated that Dental Wellness Center had expressed that they are no longer in network with Guardian. However, to my surprise, Moon reassured me that Dental Wellness Center is, in fact, still in network under the provider, ******* ** *****, **. DMD. Guardian has not received any documentation indicating that Dental Wellness Center is no longer in-network.

  Business response

  06/09/2023

  I have been in contact with Guardian since June 2022 trying to resolve a contract discrepancy. In December 2021, our company submitted documentation to terminate our direct contract with them and they assured us we would be picked up under a third party administrator. I have several reference numbers and emails from my constant communication with this insurance company throughout the past year. They have failed to properly update their information to reflect the corrected network changes that took place in January 2022. Our company has been in communication with the patient and has explained everything to the best of our ability. At this time, there is nothing we can do for the lack of accuracy pertaining to the insurance company's mistake. Several discounts have been added to the account as a courtesy since this is ultimately the insurance company's mistake that they need to correct.

*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. ↩