Complaints

The 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:05/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Needed dental Impants for medical necessity. Met with office manager to review pricing. Business employs a shady bait and switch marketing scheme. By this I mean at the initial meeting to sign and finance the 41k cost, it was promised that the final implants would be as white as I wanted. Come to find out after close to a year in the process that I cannot get the white shade that I wanted and would have to settle for color B1 unless I wanted to upgrade for an additional 4k. None of this was previously mentioned as it was stated before signing that I could have them as white as I wanted. During this process I have had extreme difficulty with dentures that didn’t fit and would fall out requiring constantly carrying fixadent. The temporary implants continue to break and most recently had to wait for over a month with four broken teeth before being seen. Then after that visit was told I would have to wait longer and go on liquid diet until next visit. The value of the service versus what was paid is highly inadequate and my concerns have been unresolved. Requests to personally meet with the main doctor have been denied even after having to pay a 50 dollar deposit to ensure a visit to express these concerns. During this visit I was not allowed to speak and let the doctor know my concerns. I want what was promised from day 1 and want my concerns heard.

• Initial Complaint

  Date:10/23/2023

  Type:Billing Issues
  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.

  My wife and son both have had issues with getting proper care with root canal crowns fitting correctly and over billing issues. Every visit, they ask for an exorbitant amount of money before they will actually do any work holding us hostage. I showed them on line that our coverage payed for everything up to $1,700 per year covering our bill, and we would only owe them 10% of a crown at a cost of $65 to us. They also keep calling to reschedule appointments. But they forced us to pay $246 on September 9, 2023 and another $50 on October 12, 2023 even though they did nothing on October 12 and rescheduled. They are intentionally over billing people and costing us money we don't have and don't owe them. They should be billing the insurance first, then sending us a statement for our share, NOT overcharging us up front then saying they will refund our over payments. This is NOT acceptable! We are already owed a huge refund and they still want more. I expect my money back in full and for them to change their practices of unnecessarily (and illegally?) billing us up front, especially when I showed them we didn't owe the money and even called my insurance company from their waiting room to verify.

  Business Response

  Date: 12/08/2023

  To Whom it May Concern,

   

   

  We were in receipt of 2 letters yesterday,  one time-stamped by the Post Office for 11/28/2023 and 12/4/2023.  The last letter stated that a complaint that was made towards us had been closed as 'UNANSWERED'.  We were unaware of any complaint as the first two letters were sent to our old address of **** *********** **** or it would've been answered promptly.  

   

  This is our response to the complaint filed by **** ********  

   

  Back Story:

  We work with dental offices in the city who refer patients to our office due to our impeccable service and being able to see them much faster than other offices.  Lynn's wife was referred by another office 9/8/2023 in excruciating pain.  We were able to see her same day and get her out of pain.  

   

  When any patient come into our office in pain, we always take xrays even if they're a new patient with copies of xrays.  This is due to the different nature of xray machines and the angles the doctor needs.  Taking new xrays, we can better diagnose what's going on with the patient and give them the best care.  We DO NOT charge patients for the extra xrays taken in our office which is one of the misconceptions that **** had.

   

   

  I will now address Lynn's complaint:

  Lynn's wife and son needed procedures that require crowns.  We don't make crowns in the office, we send them out to a lab.  We take impressions with specifications needed by the lab and then send them out 'Express'.  Lynn's wife and son had this procedure done and went home with temporary crowns.  It takes 4-5 weeks for the permanent crowns to come in.  

   

  Once the crowns come in, if they don't fit, we'll have to rescan and schedule the patient back.  This happens few and far between and we make amends to patients and bring them back when it's convenient for them.  

   

  Our payment structure is similar to many other offices in the area.  After the doctor determines the treatment that the patient needs, a treatment plan is presented to them.  This will have all the procedure codes and fees associated with the proposed treatment and we advise the patient that it is an 'ESTIMATE' only and have them sign it.  Based on the contracted amount and remaining benefits for the patient, the price could go up to which they will have a balance, or it will be lower to which we would credit them the difference.  If there is a balance, we allow patients to make payments.  This is done to be as transparent as possible.   

   

  Collecting up front is a practice many offices do (including our office) to reduce No-shows and to help maintain revenue which leads to higher patient satisfaction.  If offices mailed statements, it would delay payments which can mean cash flow back ups and financial uncertainty.  

   

  **** was confused in regards to his wife's balance.  The total amount for his wife's procedure was $3366.  The claims were split into two and the first claim was sent 9/12/2023 for $842.  This is the claim that **** received to which he called insurance and they advised him his total should've been $65.  I called and spoke with **** and tried to explain this to him, but he was adamant that they should only pay that amount.  

   

  Once we sent the second claim and received the Explanation of Benefits, her insurance made her responsible for an additional $107.80.  In good faith and in order to make things right by the patient, I personally wrote this amount off.  

   

  Lynn's wife is happy with the work we did for her and we charged her LESS than what insurance wanted.  

   

  Thank you for your time.

   

  *******

  Office Manager

   

   

   

   

   

   

   

   

   

   

   

  Embrace Dental Care

  10,000 Brownsboro Rd. Ste 6

  Louisville, KY 40241

  Phone: (502) 890-7760

  Fax: (502) 890-7761

  E-mail: [email protected]

  Customer Answer

  Date: 12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Impeccable?My wife went twice because they couldn't get a crown fit.My son is on his 3rd crown fit.See photo of the temporary tooth.When they didn't get the crown fit, they grinded  the temp creating a hole.Before she got home, the temporary temp came off.
  They didn't see my wife the same day.Look at attachment dates of service.The ONLY reason we chose Embrace is they were the only one available.
  As far as crowns don't fit, need to be rescheduled, happens far and few between, what a coincidence it happened to 2 family members.
  When presented with treatment plan I viewed our coverage on my cell in their waiting room.My plan pays 100% up to $1,700 per person, crowns we pay 10%.We would owe $65.They tried to bill us up front for $400!
  Collecting up front has NEVER been SOP.Bill insurance 1st, then patient if any is due.Embrace bills people up front because a few don't pay.You judge me and assume I won't pay? Insulting! He admitted they issue refunds to patients regularly.
  I was never confused about the balance, only the name of a procedure; I hope I get this correct, a bitewing radiograph which was done 2 days prior by the referring dentist and sent.Embrace said they had superior equipment and needed to do it again thus double billing.They also billed for an unnecessary procedure dealing with gum removal.See attachment that says this is purely cosmetic(which they claimed was necessary on my wife and son...what a coincidence)and NO insurance company pays for that procedure (their words).
  The reason Embrace wrote off the balance is because I gave them a terrible review on their site, contacted The BBB, and posted on the UAW page about my issues and 18,000 workers and families know how we were treated.I am now considering reporting them to The Board of Dentistry.I expect my refund over $65 and my son's charges refunded.Anything less is unacceptable.
  
  **** *******
  
  

  Business Response

  Date: 12/11/2023

  I believe **** is still a little confused in regards to the procedure we did.  We perform gingivectomy in office which removes or retract gum tissue to allow us to access the diseased area of the tooth or tissue to ensure proper restoration and longevity of the tooth.  The definition you gave was for crown lengthening which can sometimes be for cosmetic purposes but can also be for restorative.  Unfortunately, in some instances this is required because a simple crown prep won’t suffice. 

  
  We take patient's overall care very seriously. We want to make sure our procedures lasts.  In order to do this, we don’t cut corners which some offices do.  We go above and beyond to ensure that our dental treatments are the best.  We apologize that this resulted in a few trips to our office, this was needed ONLY to ensure the crown fit perfectly...which it did.  The dental procedure they did receive was exceptional.  They left our office happy and gave us great feedback. 

  
  It is unfortunate that you are not a patient of Embrace as we could’ve shown you the great lengths we go to ensure patient satisfaction.  
  

  
  

  Customer Answer

  Date: 12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Unfortunately, my response yesterday timed out because it was over 2,000 words. I had to rush to abbreviate my answers. It's amazing how 2 different family members needed a gingivectomy. I have had at least 5 crowns in my life and never needed this procedure that isn't covered. Nor has my wife, dad, mom...only from Embrace. And the crown did NOT fit perfectly the first time for my wife and my son is still waiting for his 3 attempt at a crown after waiting 4 long months! So your dental procedures are far from exceptional! The only reason my wife gave positive feedback was because of how insistent your staff was as we were leaving. She is rescinding that review not that she has endured multiple issues. And I will never be a patient of yours. I still stand strong by my first response. I just checked my dental insurance bill directly from the insurance company and they said I owed the original $65 and another $33. That's all! We paid $250, so you owe me a refund. I hope I get the chance to respond again so I can send my original letter from yesterday. My wife will not be back. And as soon as my son gets his crown to fit, if he ever does, he won't be back either. I still expect my refund along with my sons. According to what I read on line, your procedures are unethical and need to be reported.

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