ComplaintsforMetro Dentalcare
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Complaint Details
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Initial Complaint
04/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Starting on 8/18/2022 and continuing until 1/1/2024, my insurance (CIGNA) has been billed for multiple visits to a ************** ******* from Metro Dentalcare. The visits were billed under the name of one of my dependent children. No one on my insurance has at any time seen ************** *******. It looks like they have been billing my insurance and getting paid by my insurance for these fictional visits. The total paid by the insurance company appears to be $437.85.Business response
04/12/2024
We are actively working on the resolution and have been in contact with the patient.Customer response
04/14/2024
I am rejecting this response because:
The response states that they are actively communicating with me. I have not received any form of communication from Metro Dentalcare.
Business response
05/06/2024
Confirmed our team was able to get in touch with the person who filed the complaint. **** continue moving forward to support and resolve ASAP.Initial Complaint
02/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My experience at this location ******************** ************ 2/2/24 With *****************, DDS Very unprofessional that's what I describe!I went there to have a new denture made,After an exam she comes and tell me she need an Secours opinion from an experienced doctor if can be made this denture because the xray shows less bone on lower of my mouth. I asked her please make this quick because I do know Is possible to have a denture.She responded that she would get back to me as soon as possible on the Tuesday by 1pm. I went there on a Friday .She never got back to me with answers..I really hope this place don't come to me and say that I own money there because I can pay, money was never an issue ...but I will give her the worst review that she could get.I just want someone to tell her that is not ok to leave customers on the loop and specially " if you don't know what you do as dentist should not be dentist"Business response
02/26/2024
Dr. **** contacted patient at pre arranged time and did leave message for patient to return call. Dr **** wanted to refer patient to colleague for treatment and wanted to go over referral with patient. Patient did not return call. Office has tried on two separate occasions to reach out to patient and has not received a return a return call.Customer response
02/26/2024
I am rejecting this response because:
I never got a phone call from them.That's why I made my complaint.
Business response
02/28/2024
We have left multiple messages, if you could please call the office back to get this resolved, that would be appreciated.Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received services from this provider in October 2023, I was told I needed to pay for these services prior to them being submitted to my insurance provider based on what they predicted my cost would be. I received services on October 12th and was charged $161.00 and again on October 19th and again was charged $161.00. After receiving my EOB from insurance, I discovered I was over charged, according to my EOB my cost after insurance should have been $89.60 for October 12th and $112.40 for October 19th. I contacted the provider (on December 28th 2023) to address the issue. The individual I spoke to confirmed that there was something "weird" with my account and that she wanted a second set of eyes to look at it and would call me back the following day (December 29th 2023). It is now January 11th **** and I have yet to receive a phone call back from them regarding this issue.Business response
01/12/2024
Hello- The practice manager will be reaching out to you shortly to discuss your concerns about your account and come to a resolution. Thank you.Customer response
01/12/2024
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.Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
This complaint is for Metro Dental Oral Surgery in **********, ** In April of this year my son had his wisdom teeth removed. Before the procedure I called my dental insurance provider, Cigna and they instructed that since this was a surgery the initial claim needed to be handled by my health insurance provider (****************). This instruction, along with all the needed insurance information was provided to Metro Dental prior to the procedure. Despite this instruction, Metro submitted the claim to Cigna and it was subsequently denied. I have stopped into the ********** office multiple times to try to resolve and have multiple emails over the last several months. I have had to reach out for status every step of the way, as the people I have emailed with tell me they will get back to me and never have. I have received no communication from Metro since 9/11/2023, with the exception of the very 1st bill I received dated 12/1/2023 with no itemization of charges and claiming to be past due.There was at least one attempt to submit to my health insurance, BCBS of **, but Metro incorrectly submitted to BCBS of MN. This was back in June. I have checked often and to date there has not been a submission to BCBS of **.I have never received a statement itemizing charges I have made a good faith effort throughout this process to make sure Metro Dental had what they needed to process claims. Their ********** office has consistently failed to respond and take appropriate action to submit claims.On Dec 12, 2023 I mailed a letter detailing my issues and who I spoke with to the ********** office. I indicated my intention to file this complaint if I was not contacted to resolve. As of the date of this complaint I have not been contacted by Metro Dental.Business response
01/02/2024
We are actively working on the resolution and have been in contact with the patient.Customer response
01/03/2024
I am rejecting this response because:
Nobody from Metro Dental has contacted me about this complaint.Initial Complaint
12/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Have been contacting Metro Dental for over a year to simply get a bill sent to me for my childrens dental care. They are inattentive, unresponsive and angry. Simple solution here and would *************** to correct the problem.Business response
12/15/2023
Reached out to go over complaint and have not heard back.Initial Complaint
12/10/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
My grandson had his wisdom teeth extracted in March. Metro Dentalcare Specialty Center in ********** said I had to pay up front $1600.00. Once the insurance company paid they would know if the procedure was totally paid for. Insurance paid $1300.00, so with my payment they were paid $2900.00. Their bill was for $2500.00. I called and they confirmed I was due a refund. To date after a number of calls and receiving a number of deceptive excuses and lies, I, to date have not received my refund. They were all smiles taking my money. I have backup documents and if BBB is unable to help resolve I will proceed to take this to small claims court. They dont deserve to be allowed to treat people like they do.Business response
12/21/2023
We are actively working on the resolution and have been in contact with the patient.Customer response
12/22/2023
I am rejecting this response because:
They have not initiated any contact with me to resolve my complaint.Customer response
02/19/2024
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.I filed a complaint with BBB #********. I was contacted, apologized to and received a refund of the overage charged for the services.
Initial Complaint
09/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a past due statement from Metro Dental. The problem is I have had no service done by Metro Dental. I have contacted them on two separate occasions. They told me service was provided to my adult son, who has his own account which they verify his name, address, phone number every time he's visited. So on each occasion I have told Metro Dental to contact my son directly and gave them his phone number and email. He has not been contacted. The second time I contacted Metro Dental, I asked that they send an detailed statement (not just past due amount) and I would forward to him. I was told they would only send this directly to him although they hold me responsible to pay for his bill because he is under my insurance. Something doesn't seem right about any of this. He was told when he "checked out" that he had no balance due. They need to get their billing information figured out. I will not pay for work that I did not have done.Business response
09/25/2023
Our office manager will reach out by EOD tomorrow to get the account sorted out. We apologize for the inconvenience.Initial Complaint
08/18/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
7/16/2023 I received care. They lied multiple times about what and how much my insurance covered. After my in network provider payed the bill they sent me a bill for the remaining amount even though my insurance is in network and they are contractually obligated to clear any debt remaining after my insurance pays them. They refused to take my insurance providers calls during business hours.Business response
08/21/2023
Spoke with the insurance company and the consumer and have submitted necessary documentation to the insurance company via the mail. Now are waiting for the insurance to respond. Have documented all processes in consumer's account.Initial Complaint
06/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have no complaint about the care I received. However, the business and billing side of the clinic is horrible. I received services on 11/17 and 12/08 of 2022. Despite numerous calls and requests (requests for return phone calls that were NEVER RETURNED) for billing information and asking for a statement so that I could pay my bill, the VERY FIRST statement I received was on 4/26/2023!! And it stated I was over 90 days overdue! In the interim I had been in frequent contact with my insurance provider Delta Dental. They provided me with the exact amounts and check #s that they paid my clinic. The statement I received from MetroDental did not accurately reflect all that they had been reimbursed by ***** and they billed me excessively. I sent them the appropriate amount due, by check on 5/4/2023. They have not yet cashed my check and have sent me another erroneous statement.Business response
06/02/2023
Office has been in communication with patient.Customer response
06/21/2023
The business Metro DentalCare never contacted me! They cashed my check and now they have sent me another bill for $420 more!
They did not do what I requested. Nor did they do what they told the BBB what theyd do (contact me). I do not believe this is acting in good faith.
Business response
06/22/2023
The office is trying to get caught up on billing best practices due to team member turnover. We will reach out to the patient and try to rectify the situation so that we can meet this patient's needs.Customer response
06/28/2023
Better Business Bureau:
Metro DentalCare ************* West contacted me this morning 6/28/23 and they have zerod out my account. I now owe them nothing. This is the result I requested.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My son was seen/treated in January of 2022 where he had a significant amount of dental work done and then was fitted for a mouth piece. They received authorization and payment from primary insurance for the procedures and brace. I was told they had to wait for payment from insurance to clear before they could submit to secondary insurance. In the mean time I had to pay the cost not otherwise covered. Which I ended up out of pocket $500 until they would bill secondary insurance. I have made multiple calls and stopped into the office as they have yet to bill secondary insurance for this (a year later). Now I have received a bill for $200 for services they have not submitted to secondary insurance also. In the last **************************************************************************************************** they have new computer software and they are having overlapping issues and will fix it now. I have still not heard that anything has been submitted to secondary insurance and I still have an outstanding balance.Business response
02/15/2023
Reached out to resolve complaint.Customer response
02/15/2023
I am rejecting this response because:
They have not reached out to me still from the time I submitted my claim to the BBB.
I stopped into this clinic on 1/30/23 in the morning and discussed with ****** (again) the situation and she stated she would call me that afternoon. I did not receive a call back at all.I then filed this complaint and still have not heard from them. I have no missed calls/voicemails or emails from this facility.
Business response
02/23/2023
We have reached out to the patient and let them know that we need to wait on the insurance reimbursement before refund is issued.
***************************
Marketing Strategist, Field Marketing
Mobile: ************
Office: ************
*****************************
www.heartland.comCustomer response
11/30/2023
This is still ongoing and this business will not respond they just keep sending me overdue bills.
Business response
12/01/2023
We are actively working on a resolution and have been in contact with the patient.
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Contact Information
3030 Centre Pointe Dr STE 100
Saint Paul, MN 55113-1115
Customer Complaints Summary
16 total complaints in the last 3 years.
10 complaints closed in the last 12 months.