Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in last April for an unexpected appointment when my new crown (previously placed by them) had cracked. At that appointment I had a separate filling restored and was told to hold off on getting the crown refitted as they first wanted to ensure my insurance would cover it/to give me an accurate quote. I respected this decision, as the office manager (******) and I were in agreement that a crown without insurance was too expensive for me to afford. I was called back a few weeks later and informed that my insurance accepted the crown renewal and I was responsible for about $700 out of pocket. Only then did I agree to have the crown placed. I paid half (about $350) during the time of the fitting and the other half when the crown was placed. At this point I was told that was the final payment ******** forward a few months later and I received a $1,400 bill in the mail. I called the office and was told this was an error on their end and I should not have received a bill. A few months later I receive a second bill and call them back to be told then that insurance didn't actually cover it, as they had previously told me they had (and was the ONLY reason I had the work done). I was told that they would look into it and call me back. They never called me back. Yesterday (1/22/25), I went in for a routine appointment. To my surprise, Dr. **** no longer works there, nor does the previous office manager. The new office manager, ******, approached me for the first time with hostility while I was in the dental chair to let me know I was "lucky" to have gotten an appointment that day at all. He said that with my outstanding balance, I should have been denied the appointment. When I informed him that ****** told me I was good to go, he said he "had a lot of problems with her" and refused to honor the write-off that she had explained to me. It is not acceptable to not honor the statements I received under previous management. I shouldn't be told this now, 8 months later.

  Business response

  02/13/2025

  Hi ******,

  My name is ****** ******, I'm the Director of Operations for this practice. I received the above complaint but I have a few questions prior to responding. Are you able to provide that date that this was sent by the patient? I ask because the patient contacted the office and I was able to respond to her the next day, on 1/29/2025. There was a billing issue and since then she was issed a refund and her balance was written off for the amount that was incorrectly applied to her account. She was grateful for the call and my quick response, as I don't take complaints lightly. I apologized for how she left feeling and have coached the manager as well. I appreciate you taking the time to provide additional details. Best, Alyssa

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was grossly overcharged by this dental office despite giving my insurance information. I paid for a crown and build up they accepted what the insurance would pay. but still overcharged me. I paid the full amount on 2/6/24, it was complete on 2/22/24, and they were aware they overcharged me, and I am owed 408.64. I called them multiple times and I am told they don't know what I am talking about, or the billing office is taking care of it, it's been over a month.

  Business response

  04/22/2024

  Hi *******,

  We are disheartened to read your complaint about our practice. We apologize for the delay you experienced with receiving your refund. Despite our best efforts, some things end up beyond our control, and in this situation, it was the delay of the refund after we submitted the initial requests. We are happy that this has now been resolved hope that you will continue to see us for your dental visits. Please do not hesitate to call us with any other questions or concerns.

  Thank you!

*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. ↩