ComplaintsforPremier Dental Partners

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is with the ****** ************ I called that office on Feb. 12, 2024, to make an appointment as a new patient. I was given the date of Feb. 20, 2024, at 9:00 a.m., and was asked for my health insurance information which I fully provided at that time. I arrived for my appointment at 8:45 a.m., and a copy of my driver's license, and health insurance card was copied at the front desk. I was given new patient forms to complete via a tablet, then I was called into the examination room. After x-rays, another employee came into the room and introduced herself as the person that took my call when I made my appointment. She then stated that she had just contacted my insurance company to verify coverage and found that they were not within my network. I asked what needs to be done now, and she stated we will file the claim to see what happens, just let them handle it. On April 25, 2024, I was called by an employee of Premier Dental Partners and informed that the claim had been denied due to their out of network standing. She said that I was now responsible for the entire amount of $211.00. I stated that the error was completely theirs, but I would be willing to pay the normal amount of my copay as determined by my insurance company had it been accepted by them. She stated, "Are you saying that Premier Dental should pay your bill?" I stated that Premier Dental should admit the mistake was totally theirs and be willing to accept the partial lost. She said goodbye and hung up. On May 5, 2024, I received a bill in the mail from Premier Dental Partners showing a balance due in the amount of $211.00 payable in full within thirty days. I am willing to only pay the copay amount of $70.00, since my insurance company has informed me that Premier Dental Partners has not be in their network since 2016. I am not at fault for any of this, but I am willing to pay my part only.

  Business response

  06/27/2024

  Please see attachment for business response.

  Customer response

  06/27/2024

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had been going to a dentist in my insurance, but wasnt that happy-all costs were covered.The next year I went to this dentist who is listed on my insurance for the first time to get my teeth cleaned. They took **rays and looked at my teeth. They handed me an estimate for teeth cleaning of about $1,200.00! Crazy! I went to a dentist I had gone to sometime in the past that doesnt take my insurance who cleaned my teeth at a cost of $178.00.My complaint is that I received a bill of $174.00 for **rays that they said was above what insurance covered. No one told me there would be out of pocket cost for **rays- I wouldnt have gone there at all. I think this place is just a rip off. No other dentist has ever over charged me like this. I dont believe I should have to pay for the **ray costs.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My husband and I visited the dentist on the same day (4/26/2022) and received the same services. When I returned to the dentist 6 months later they told me I had an outstanding balance of $162.00 so I paid the bill. When I got home I looked up the claim and the balance was not for my service but my husbands and the dental office had put the incorrect provider in the claim which caused the insurance company to charge for out of network. When I spoke with the office manager they indicated that the provider was in network and they would correct the error. I called my insurance provider yesterday and after a very lengthy conversation we determined that: Premier dental had not in fact resubmitted our claim and that the doctor they assigned to my husband was not at that time in network due to a paperwork problem on Premiers end. I called Premier today and was told that the office manager was on vacation and they had no idea when she may be back. This has happened at least on two previous occasions of calling their office to get answers. When I did speak with the office manager she seemingly lied to me about how they were proceeding and when I called back shes unavailable for the foreseeable future. Very shady practices at the least.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This company gave me a quote for surgery and the charge would be $2500 depending on my insurance. They gave me an invoice stating it would costs $2133 after insurance. I went to another location for the surgery. I paid the $2133. Then they called me two months later and told me I owed an additional $930. I paid it. My insurance paid $1400. Between myself and my insurance, we've paid $4600 and this was only supposed to costs $3400 total. Every time I speak to them, they claim they can't see the surgeon's system. I have zero issues with the dentist so I sent him a letter. He tried to call me, but he never left me a number. Now there's a bill for $1274.  I don't want to cause any problems and I don't want my money back. 

  Customer response

  11/30/2022

  Good afternoon. Attached is the signed HIPAA document. I will also email it directly, as per the directions on the document. I SO appreciate your attention on this matter!

   

  - ************

  Business response

  01/09/2023

  The compliant is for the wrong location, the correct location is for a **************, *********************************************** sutie 130
  *********** , **. 63141.  Telephone number is  ************

  Business response

  01/31/2023

  I am in receipt of the letters you sent regarding this consumer complaint.  I have been in several phone and email communications with *****************  During our conversations, it became evident that his complaint was not about my practice.  Although we did provide him with services, the problems he encountered were with his general dental office, which is also a Premier Dental Partners provider.  Although we are associated with the same parent company, we are two separate practices.  The consumer did indicate, multiple times, that his intention was to withdraw our practice from the complaint.  

  
  
  ***************************

  Practice Manager

  Customer response

  02/01/2023

  Complaint: 18375432
  
  I am rejecting this response because: The response from ******************************* is fully correct, however the complaint is in no way resolved. My complaint is NOT with the surgeon's office. It's with the dental office, both of the same name. If there is anything I can do to ensure this complaint is only reflected upon the dental office and not ************************ practice, I would love to do that. The dental office was responsible for the bad estimate and terrible follow up. ************************ office was exemplary. 

   

  Please let me know what I can do to ensure this complaint is reflected on the right office.
  
  
  
  Sincerely,
  
  *********************

  Customer response

  02/02/2023

  Hello. Thank you again for your continued follow up and support. While the dental office has handled this extremely poorly, the surgical office has been splendid and they don't deserve a negative ***** This is the number and address of the dental office, with whom my complaint stands: 

   

  **************************
  ********, ******** 63141
  Phone: ************
  Fax: ************
  **************************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Discrepancy in what I was told would be the charges and what I have been charged. Office of *** ****** *****-*** *** ****** ** ****** **** ***** From seeing reviews online (********, ******, ****, BBB) there have been many issues with this office's billing department in the last year. I will upload a summary of the charges. If there are any questions, I will provide answers and if needed copies of bills.

  Transcribed per attached document

  February 16, 2022
  
  Dr. ****** ***** – Premier Dental Partners, *** *** ****** *** ***** ***** ***** ****** *** *****
  
  I had the understanding that I had paid the office of Dr. ****** ***** – Premier Dental Partners - in full $500 on March 6, 2020 and $1484 on March 9, 2020 for the treatment plan before the surgery, everything except for the extra sedation which would be $267. I was fully informed of all costs and expected only a minor variation. As listening to office staff telling patients their costs that needed to be paid before service, I assumed this was fairly accurate.   
  Therefore I was quite surprised when bills started coming in.
  
  On May 27, 2020 at the final visit I knew I was better and refused a CAT scan that Dr. ***** said would be $255.  He wanted to do it and said he would waive the charge. My wife was in the room with us.  I have since been told he did not note that in the record and is not willing to waive that fee. 
  
   After receiving the first bill which was for $1427, I went up to the office and was advised by a staff member who seemed quite confused to not pay it until after consulting with insurance. 
  Soon after an insurance company supervisor spoke with ***** and they concluded that we owed $91.  We continued getting bills for $1682 (an additional $255 for the May 27 CAT scan) and an appeal was filed with *****. 
  The conclusion on May 20, 2021 was that we owed $424.  Total charges were $2,408 of which we had already paid $1984. ($424 was the remainder)   My wife went up to the office to pay and office staff were rude and would not accept the payment.  ***** then allowed the billing office 30 additional days to send in a different bill, and on Sept.8, 2021 it was determined we owed $1539.  Total charges were $3523 of which I had already paid $1984. ($1539 was the remainder)
  
  I was waiting for a corrected bill to pay off the balance of $1539 and received a statement dated 11/10/2021 for $3051. The bill for the date of service on May27, 2020 jumped from $255 to $1375.
  My wife went to the office on 11/24/2021 and spoke with **** (who is no longer there) and paid the $1539 (which included the $255 for the CAT scan) that was the final insurance appeal determination. We feel that we are owed the $255 for the CAT scan which was agreed would be waived.
  
  We are still continuing to get bills for $1507 with threats of a late fee and sending this to their lawyer or collection agency.  They had previously sent a bill for $1672 on June 26, 2021 to a collection agency.
  I was told it was closed on 7/26/21 due to being sent in error. 
  
  Thank you for your help getting this matter resolved.  
  
  
  
  ******** ******* *** ******* ****** *** ***** ****** ** ***** ************* *************

  Customer response

  03/04/2022

  I am writing concerning ID ********.  If you haven’t heard back yet from Premier Dental Partners oral surgery - I had contacted & received an email back from Katherine Polk Operations Manager on Feb 7, 2022 that she would be reaching out to Dr. ****** *****. I have gotten no response. 

   Her email is 

  ***************

  
  

  The oral surgery phone # is 

  *************

  
  

  Thank you for your help with this.

  ******** *******

• Initial Complaint

  08/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had wisdom teeth surgery done on 2/12/21. My insurance paid the contracted rate in full on 3/30/21. I received several bills showing I owe nothing as my insurance is contracted to pay 100% of the CONTRACTED RATE. In June I began receiving bill statements claiming I suddenly owed $158.00. I have called multiple times and spoke with multiple people who at first wanted to verify the contracted rate of my insurance. I spoke with my insurance who assured me I owe nothing as shown in my EOB. I spoke with the dental office who said they were still researching and would call me back. I’ve yet to hear from the office and I’ve called at least 6 or 7 times since June. They said they’d stop billing until they resolved the claim but I received another bill in the mail. It clear from the EOB I owe nothing and someone else messed up this claim in the billing dept. I would like this resolved and my account cleared as this is causing undue stress and anxiety as a relative of mine is dying from cancer

  Business response

  08/23/2021

  Response to complaint #********

  I have received the complaint in regard to patient balance. I wanted to let you know that I have left messages with the patients insurance and will have a better answer to the concern the office has with the low payment for services from the insurance company. We have a fee schedule and rates with Team Care, the are considered 3rd party insurance. The Oral surgery office is wanting an answer from the insurance as the were they came up the the amount for code ***** as we do not have a fee with them for that service and it should be by law our full fee or 20% less our full fee depending on signed contract with insurance. We want this issue resolved as well and I apologize for the time and delay with this matter. We will get this resolved and have an answer for the patient. Please feel free to email or call with additional questions.

  Thank you,

  Elizabeth Bell

  Practice Manager

  [email protected]

  Customer response

  08/24/2021

  Complaint: ********
  
  I am rejecting this response because:
  I have called my insurance before and they assured me that is the contracted rate to bill the *****. There is no reason I should be billed regardless. I am not responsible for amounts over contracted rates and I am not responsible for payments for this surgery as I was told repeatedly my insurance covers all the charges 100%. They even commented on how nice that was my insurance covers it 100% as it is in network. 
  
  
  Sincerely,
  
  ****** ******

  Business response

  08/26/2021

  Good afternoon,

  I understand your conversation with the insurance company, I have spoken with provider relations and they sent me the Human Fee schedule that we are in network with. I have attached a snip-it for you to see that the code ***** is not listed on the fee schedule. I am waiting on a return call from Provider relations department. The fee they set forth on your EOB is not an agreed fee between our provider, his contract, and there fee schedule. Please know I am trying to get to the bottom of this issue.

  Thank you and appreciate your patience.

  Premier Dental Oral Surgery

   

*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. ↩