ComplaintsforBest Dental Spa

• Initial Complaint

  09/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First visit they fraudulently said I approved a dental cleaning . My insurance only pays for one every six months so I asked will this be covered the ofc. answered yes. The dentist analyzed my teeth said need recession fillings root canal etc. Came back second visit.. Was in ofc 45 min. She messed up my fillings , bonding of front teeth, and her assistant filed down my front tooth worse than when I walked in . Told the dentist you need to bond and fix this she refused and said the bonding would break off. I asked for an invoice upon leaving the bill was $7,687.92 I was shocked. She did not do all that is on the invoice I included damaged my tooth even further . I want the charges reversed so I can go to another Dentist. I have a grievance with my insurance company now as well . This dentist is overcharging, inflating prices sent to the insurance companies. They are a fraud. I want the charges removed so I can go forward with another dentist. My insurance will not pay for another dentist until these charges are removed.

  Business response

  10/04/2023

  Best Dental Spa
  ***************************,
  ***************, **, 60169
  Tel: ************
  Fax: ************
  Email: *******************************

  
  Complaint # ********

  
  In Response to the above complaint,

  
  Miss ****** came to our office for the first time on 09/07/23. We have done comprehensive oral evaluation along with x-rays. After evaluating her x-rays and probing her gum depth we informed the patient that she will be needing scaling and root planning which is also known as deep cleaning. Patients have asked our treatment coordinator if this deep cleaning will be covered by the insurance. After double checking with her dental insurance we responded back to the patient that YES, your deep cleaning will be covered 100% by your insurance and she does not owe any money. Patient signed the treatment plan and financial policy of our clinic and approved us to perform deep cleaning. We performed the deep cleaning the same day since this patient is coming to our clinic from long distance as a favor to avoid multiple visits and long distance drive. 
   On this visit 09/07/23 we have diagnosed that patient needs a root canal on tooth # **. Informed the patient that her insurance does not cover posterior root canal, yet the patient asked us to send a pre-authorization to the insurance company along with her x-rays just to see if it gets covered by any chance which we did also gave her the treatment cost out of pocket as well so she is prepared if this treatment is not covered by the insurance than what is the payment that she is expecting out of pocket. We have also diagnosed some abrasions, abfraction and gum recessions which are attached below in the treatment plan. Patient wanted to replace her front teeth fillings on the upper and the lower arch. Advised patient to schedule next appointment for the fillings. Patient left the office happily on 09/07/23. 

  Patient returned to our clinic on 09/14/23 for the dental filling appointment, Again the treatment plan and the financial policy is signed ahead of time by the patient which are attached below. performed the filling as per plan and approval by the patient. Patient wanted to make her tooth # 7 longer with the use of bonding . Informed the patient that we cannot do more than 1 mm long bonding since this filling can  come off in the near future if she tears the food with her front teeth. Patient asked us to adjust the filling which we have done 3 times.  Patient left the treatment room and went to the front desk, asking for the detailed ledger copy of her todays (09/07/23-09/14/23) treatment which was provided to her. Our office manager provided her a copy of her ledger and informed her that in the ledger, treatment cost was mentioned that is our *** (usual, customary and reasonable office fees without the insurance) fees but since we are contracted by your dental insurance we have to follow your dental insurance fee schedule which is lot lot less than our *** Fees since we are trying to help the community by accepting state insurance and there is no out of pocket cost to the patient, patient understood and left the office. I have attached how much insurance has paid us here for the services rendered here for your reference.

  
  Patient has left a bad ****** and yelp review on 09/14/23 @ 5:46 pm ( see the attached screenshot). Our office manager ***** called this patient on 09/** and asked her what she can do to resolve this situation. Patient scheduled an appointment  on 09/21 @ 9:00 am to adjust the front teeth bonding that the patient is unhappy with. Patient was very abusive over the phone with the Office Manager, yet she tried resolving this situation very calmly. Patient called back a day before her appointment and started threatening us by reporting us to BBB and her insurance company and how she can make our practice closed. Patient has used foul language and threatened our integrity by cursing. We do not tolerate this type of behavior at our *************.  If needed in the future we will file a police report against her as well. We have a zero tolerance policy for this type of behavior to protect our staff and their integrity at our practice. 
  We have refunded her insurance for the upper front three teeth filling that was done correctly but the patient was not happy with treatment(Please see the attachment for the refund request with the ticket number), so she can go to some other dentist and have it fixed. Please see the insurance refund request ticket number attached below. 

  
  Please review this entire situation and make a decision in our favor. All the supported documents are attached here below. It is not our fault that her insurance is not paying for the root canal that she was looking to get done for free. Patient is very upset that she has to pay out of pocket for the service that was not covered by her insurance. This patient is a real threat to our practice. We requested her insurance company to dismiss her from our practice. 

   

  Thank you, 

  *************************; & Office Manager *******************

  Best Dental Spa 

  
  

  Customer response

  10/04/2023

   
  Complaint: 20638652
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  10/05/2023

  The Dentist has fabricated what happened she did the front bonding incorrectly her dental assistant filed my original tooth down and The Dentist refuse to fix and bond it like any other ******************** would have done. They are grossly exaggerating the foul behavior and language used of course I was upset but threatening police action is ridiculous. I do believe they are billing insurance companies fraudulently. This was the worst dentist I ever encountered. They originally asked to have charges reversed to see another dentist to have done correctly they agreed but never reversed the charges until ********** called and had them remove the front teeth charges they did not do it until my insurance company intervened.This place is a joke. 

  Business response

  10/20/2023

  Below will be my response to the consumer, 

  Any insurance refunds ( start to finish ) take 4 to 6 weeks to get resolved. In this particular case We have put extra efforts to resolve this issue earlier so the patient can get the treatment somewhere else. This information can be verified by calling the insurance company itself at ************. I also have provided the online ticket number that we have processed a refund online ourselves not because insurance asked us for a refund. Please see the attached online ticket number that was provided in my previous response.  

  
  We have offered this patient to come back for an adjustment. Patient refused to do so. We told this patient on the very first phone call that we was made to us ,her that we will refund her for her front # 7,8,9 filling no matter what but the rest of the services that we have rendered we cannot issue her a refund. We have attached a signed treatment plan and financial policy by the patient on our above response . 
  

  
  
   We have issued her insurance company a refund on 10/11/23 for $ ****** . No further refund will be issued from our office in this case.
  
  
  We have been very patient with her but she was abusive with my staff and we have a Zero tolerance policy here at my clinic. We do not tolerate this at all at any cost. 
  
  
  And as we have previously mentioned we have no problem involving police since we don't feel safe with patients' behavior. She is a threat to us. She told us that she will file a complaint anywhere and everywhere  and will harm our business. 
  

  
  

  Customer response

  10/20/2023

   
  Complaint: 20638652
  
  I am rejecting this response because:
  
  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. ↩