ComplaintsforBrentwood Dental Group

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I need your help in resolving a $436.60 balance that remains on my account at **********************. The outstanding balance is related to services that were never rendered.The details of my complaint are attached separately so that they do not include any personally identifiable information.In December 2023, H33**3637383734333834H refunded my insurance company $436.50 for services that had been discontinued. Unfortunately, my account was charged despite that fact that the H3135323431**37303032H H353430**3034303737H had accepted full responsibility for the refund.On October 10, 2023, ************************* laid out in writing exactly how the payments made toward the discontinued services were to be refunded. In his letter of October 10th, he states explicitly: "We will refund you the $750.00 you paid towards treatment; we will also refund your insurance company what they have paid..." In short, I was to receive a full refund, and I was to be set free of any burden otherwise associated with the refund to be made to my insurance company. On October 17, 2023, H33**3637383734333834H did, indeed, refund the $750 prepayments I had made in full. But, in December, when they refunded my insurance company, they charged my account instead of one of their own accounts (just as wood be expected when a discount has been assigned). I have asked many times for my account to be adjusted in accordance with the concessions set forth by **************** on October 10th, yet not one of my inquiries has been answered.The following is a timeline of all that has transpired since October 10th -- the date it was first established that none other than H33**3637383734333834H would make all refunds that needed to be made on account of the service being discontinued:Oct 17th H33**3637383734333834H issues a full refund in the amount of $750.00 to me. Dec. 6th H33**3637383734333834H issues a full refund in the amount of $436.50 to my insurance company, but unfortunately as a charge against my account.Jan ************************** bills me for the $436.50.Jan. 24th In response to the January statement, I send a brief reminder to the front office of the release of liability that was extended on Oct. 10th. I also ask that my account be adjusted accordingly.Feb. 1st H33**3637383734333834H bills me again for the $436.50.Feb. 14th I email **************** directly to let him know that I did, indeed, receive the full refund I was told to expect, but that the administrative staff was now asking for monies back to cover the refund made to my insurance company. I ask that he speak with the administrative staff about adjusting my account.Feb. 27th A text message is sent with regard to the $436.50 balance. I emailed **************** again to find out when I may expect my account to be adjusted.Mar. 22nd I emailed **************** one last time, and politely ask that he contact me before the end of the month if for some reason the $436.50 balance on my account was to remain unresolved.Unfortunately, **************** did not respond to any of my emails, and I am still receiving statements for the $436.50 balance that should be adjusted off my account. As clearly stated in his letter of October 10, 2023, the H3135323431**37303032H H353430**3034303737H ("we will") was to refund this balance. I am not responsible for this amount. And, in light of the circumstances, I find the continued collection efforts nothing short of predatory.The purpose of this complaint is twofold. First, I would like my account to be cleared of the $436.50 that has been charged against it inappropriately. I know of no reason why I should not expect H33**3637383734333834H to act in accordance with the provisions set forth in Dr. Wasson&#**;s letter of October 10th. Second, I would like to know whether or not my account has been reported to a credit bureau. If I have suffered under this unfortunate grievance as well, I would like H33**3637383734333834H to write to the bureau(s) they have contacted to inform it(them) of the error that has occurred. I would also like to receive a copy of any such correspondence for my own records.

  Business response

  07/01/2024

  This complaint was not brought to our attention until now. After reviewing her account, it looks as if the insurance was refunded and entered as a debit instead of a credit. This mistake was made by a past employee who is no longer with us due to these frequent mistakes. The account has been credited and the patient now has a 0 balance. Patients can reach out to us at anytime with any questions or concerns and we will happily resolve issues in house. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told I needed an Invisalign consultation, so I requested one. They did not schedule an appointment, instead they did a scan that day and presented me with payment options. I said I would like to look everything over and speak to the doctor before making a decision. I was told the doctor would review my scans and call me back. The doctor never called me, instead I received a ding on my credit report because Brentwood Dental opened up a Care Credit card on my behalf (without my consent). When I called to have that line of credit cancelled and reported for fraud, I was made aware that the first charge for the Invisalign had already been posted. I also received a phone call from Brentwood Dental that my liners were in the office and ready to install. Again, I did not so much as receive a treatment plan or speak to a doctor. I definitely did not give consent for liners to be ordered, and a credit card to be opened and charged.If I cannot trust this dental office with my finances, I certainly do not trust them with my health and will be transferring to a new dentist entirely. I want the credit card taken off of my credit report.

  Business response

  04/08/2024

  To Whom It May ******************************************* was seen by ***************************** in our office on 3/15/2024 for filings. After the fillings were completed. The patient had showed interest in Invisalign treatment. ************************* is the certified Invisalign provider in our office and was not in the office on 3/15/2024. One of the assistants scanned the patient for records. After the scan was completed,***** was told that ************************* would be reaching out to her to review her scan when he returned to our office the next week.
  The patient was then brought to our Financial Coordinator,*****, to discuss payment options including Care Credit. ***** had told me that she and the patient started a Care Credit Application from the information the patient had given her while in the office. It was Lindas understanding that the patient wanted to move forward with Care Credit and treatment. ***** instructed **************** to order the patients aligners after reviewing her case.***** explained that she would have the patient sign all needed paperwork when she returned to the office to begin treatment.
  We do believe that this was a miscommunication between the patient and *****. We have contacted Care Credit to explain the situation and that treatment was never started or wanted by the patient. Care credit has taken care of things, and the patient no longer has any charges. The patient has requested a copy of her records to see another dental provider and we did prove her with her records.
  ************ completed the patients treatment with the fillings and had nothing to do with the Invisalign treatment or the Care Credit account.
  
  Thank you,
  
  *********************************
  Office Manager

*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. ↩