Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 2, 2023 I was made aware that I have a credit of $2000. On October 3, 2023 I called the office to speak with their billing department to ask about a refund. The person who answered the phone told me that there was no one available to speak or help me at that time and to try calling back in couple of days. Then I had my insurance company contact them on my behalf so that everything will be documented. On October 12th my insurance rep was able to verify that I am owed a refund and that the office will be processing the refund. Another rep was able to confirm that the office stated that they processed the refund on October 16th and that it would take 4-6 weeks for their bank to process it. On November 8th I emailed the office to ask about the status of the refund and to confirm the date of when the refund was initiated. They did not reply back. On November 9th my insurance rep called them again to find out the status of the refund and was told that they never stated that the refund was processed on Oct 16th even though there is documentation with my insurance company of what was stated by them originally. As of November 9th they stated that the doctor has been on vacation for the past four weeks and that they were waiting for him to return to get his signature. This was not originally disclosed to me or my insurance rep. They stated that maybe they would be able to get a signature and try to process the refund in the next day or two and that it would take 4-6 weeks for them to process it. I would like the refund check and also get confirmation, in writing, of the date of when the refund is going to processed.

  Business response

  11/09/2023

  Unfortunately, the patient had their insurance company call multiple times after being told the process here in the office. The patient only called in once for her refund. An insurance company should not be calling the office for a patient refund and it should only be the patient themselves. The 4-6 weeks is an estimated time frame due to our business being corporate and there are certain protocols we have to go by. The provider is also not in our office on a daily basis and works else where for the provider to sign off on a refund. We do see that it is an accurate credit on the account but we are waiting for a signature and approval from corporate for this refund. We do not process the refund here in our office which is why it gets mailed out. We apologize for the inconvenience.

  Customer response

  11/09/2023

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

  The only reason I had my insurance company reach out was because when I called I was told there was no one that could help me at the time. However, the office was responsive and was willing to help more when my insurance rep called and it was also done for documentation purposes. 
  
  The office still is unable to provide me with an approximate date of when they can process this. I did reach out directly by email and asked about the status since I prefer written documentation and the office never replied to that request. 
  

  When I initially called had the person who handled my call been more caring and compassionate and took the time to take my concern and question down then I wouldn't have had to have my insurance company reach out on my behalf. 

  Oct 16th, it has been documented that the office stated that the refund has been processed and did not state anything about waiting for a signature. 

  I need proof that it is being worked on and that it will be processed in a timely manner. 

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

  Customer response

  11/11/2023

  I would also like to add that the $2000 in overpayment originally belonged to my insurance company and the payment went to the office directly from them. 
  
  The reason I had also reached out to my insurance company was because the money belonged to them in the first place and I felt that they should be made aware of the overpayment. My insurance company confirmed the payment to the office by them and was able to confirm on their end about the overpayment. I also wanted to know how the refund process would work since the $2000 originally was paid by my insurance company. I wanted to know if the refund was going to be made to my insurance company or myself. 
  
  I feel that if it not a fair judgement by the dental office to say that I was the only one that should have inquired about it because I did not overpay out of my own personal credit card or bank account. The money originally belonged to my insurance company in the first place. 

  Business response

  11/20/2023

  BBB spoke to the business, while there was initial confusion as to whom the payment/refund should be issued to. A check was mailed out to the consumer on Wednesday 11/15/23.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 27, 20, 2023 Tevyah D a dentist at Worcester initiated a root canal on an abscessed molar I was suffering from. I paid $1590.00 in advance with my MasterCard for the procedure. Dr. D completed one root in the tooth but stopped and referred me back to my primary dentist because he determined the tooth was not worth saving and thought my dentist would agree and remove the tooth. Dr. D brought his conclusion to the Office Manage, Leslie, and explained since he only finished half the procedure I should be credited for half the cost. Leslie, who is no longer with the office agreed and assured me she would process the credit. After a month with no credit I called the practice and was told Leslie had left the practice and they would check on then credit. I have continued to call every two weeks with no answer for the credit. The new office manager will not take my calls and Brianna who answers the phone told me her manager would look into my account when she had spare time and call me. It has been 60 days since I prepaid for the procedure. and can't imagine why it could take so long to process a credit.

  Business response

  10/18/2023

  BBB has spoken to the business, it has been confirmed that their billing department examined the matter, and a refund has been issued. The consumer has been informed as to the amount agreed, a check was issued, and will be sent out in today's mail to the consumers address.

*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. ↩