ComplaintsforCharlton Family Dental
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Complaint Details
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Initial Complaint
10/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Practice cancelled out of my Insurance network in Nov 2022. I was not informed until May 2023. In the meantime My wife and myself had several appointments during that time frame and were never informed that we would be paying almost double our previous costs. Starting getting bills in May 2023. Called 4 times to discuss bill and was assured that I would get a call back. Never Did. In all 4 phone calls made and I offered to pay what would have been the Network price. Last call was 2 weeks ago. Was assured by Susan that she would talk to here GM and get back to me. Never heard a word until we received a bill from a Bill collection agency today. I tried in vain to resolve the bill and they did not have the decency to call back. Not once! This was nothing short of deceptive business practice. They knew They were not in our Dental network but did not inform us and kept making appointments knowing this.Business response
10/20/2023
Business got in contact with the customer and was willing to adjust the bill to the satisfaction of the customerCustomer response
10/20/2023
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. The business reduced the bill by 50% to my satisfaction.
Sincerely,
Ronald BrodalskiInitial Complaint
01/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went to this office for a crown on 12-8-2021. I was charged $770.29 at this visit. I made this payment. The bill was sent to my dental insurance and my dental insurance paid much more than this office thought they would. I was owed 455.45 by this dental office. I called this dental office on 12/8/21 to let them know that I overpaid. They said they would mark my account and call me when the payment was received. I called my insurance company and was told they sent payment to the dentist on 12-15-21. I called the dentists office on XX-XX-XX and was told the payment was not received yet. I called the dentists office on 1/6/21 and was told they are very busy and they had not posted the insurance payment yet. I asked that they put a note in my chart that when they posted the payment if they would refund my original form of payment and call me to let me know. They said they added the note to my account. They said it would take two weeks to post the payment. I still had not heard so I called in X-XX-XX which was 3 weeks later and I left a message asking for a cal back from the biller in the office. I waited all day and no call. I called back to that evening and the biller was not there but the receptionist promised I would get a call today. It is now 3:30 and still no call. This biller will not respond to any phone calls at this point.Business response
02/11/2022
Business Response /* (1000, 5, 2022/01/31) */ The payments from insurance company were received on 12-13-21 & 12-20-21 respectively. Unfortunately, due to the pandemic the office has been short staffed and the payments were not posted till 1-27-21. The biller was not in the office. The refund on over payment was made on 1-27-21 to patient on her credit card. We try our best to address payments and concerns in a timely manner. This matter was handled within the usual time frame and to the best of our ability. Thank you Consumer Response /* (2000, 8, 2022/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just wanted the overpayment returned. They would not return any phone calls so I had no other choice than to file a complaint to get help. The office staff that handles the billing needs to understand their roll and realize that they should submit to the insurance company prior to the visit so overpayments like this do not happen. I understand that they are short staffed, but this does not excuse no responses to any calls and the lack of professionalism by the office staff when I called to find out what the status of my overpayment was. Thank you to the Better Business Bureau for their help in resolving this issue.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.