ComplaintsforUniversity Dental Associates

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told at the time of service that insurance wouldn't apply and I was asked to pay the entire bill which I did. Several weeks later I received an insurance statement showing that *** also filed a claim with my insurance company and it was approved for payment. I have called the office several times and asked to speak to the office manager and have been told that she is busy and would call me back and I have yet to hear from anyone.

  Business response

  10/24/2023

  Good morning Mr. *********************** I sincerely apologize for the frustration this has caused you and the delay in issuing your refund. I have reviewed your account and we will be issuing a refund check request today for the $72.80 that was overpaid after insurance paid on the periodontal maintenance claim from your last cleaning. We appreciate you bringing this to our attention so we can address the issue. Thank you. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment scheduled for 2 weeks for 9am on May 5th. I showed up at 9am and was told it was moved to 8:30am. I was never informed the appointment was moved and was told there was nothing that could be done. It is incredibly hard to take off work like I did for an appointment that they decided to move and not tell me.

  Business response

  05/18/2023

  
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact **.
   
   
  ************************* was scheduled for 60m May 5th with the clinical team but 90m was needed for the Crown Procedure she was scheduled for. We sent multiple SR ***** to first confirm the appointment and then offered a schedule change as well. That same day, a few calls were placed to the number on file which was not disconnected but instead had a message stating that Calls could not be completed at this time. The appointment would have had to be rescheduled if we would have kept it at 9:00 AM so we were trying to accommodate her appointment unaware that she had a new contact number. When the patient arrived in office, she was told that she was late for her appt and needed to be rescheduled and we shouldve stated that we had reached out to offer the appointment change. Unfortunately there was no availability on the schedule to see her on May 5th but she was offered another appointment and refused.
  
  

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son ***** had pain in his tooth so went to University Dental Associates (UDA) who has been his dentist since he was a child. In November 2021 he had a root canal and also needed a crown. Someone at UDA explained to me the cost for the root canal and the crown. I informed them to proceed. He received a temporary crown which broke while he was waiting on the permanent crown. He went to have the permanent crown put it but the mold/color was not right so they sent it back in December 2021. He also had scheduled his routine 6 month check-up in Dec 2021 which resulted in needing 2 cavities filled. He scheduled to have the cavities filled in Dec 2021 however no one at UDA explained what the charges would be as he had reached his maximum coverage with the dental insurance from the root canal and the crown. No one at UDA informed me or him of this until after they filled the cavities. He could have waited to have the cavities filled in Jan 2022 when his benefits would be renewed. I told them that the office manager needed to call me to discuss this. They never called and they never called for my son to get the permanent crown which I paid for. My son wasn't having issues with his tooth until this past week. I asked him if the dentist had called him to get his crown and he said no. I told him to call them. He called them today and they said they could not locate him in the system. The finally found him but said his account was closed due to a **** that was sent to collections. I told them I recently received a **** from the but stating the due date was 6/8/22 and that I could pay it online. She stated that it was sent to a collection agency and could only be paid through them and would not schedule an appt for my son. I tried to pay the **** online which only $52.20 is for *****. This **** is for the cavities filled. They are refusing to give him the crown that I paid for and he's in pain now and cannot get help from them.

  Business response

  06/02/2022

  Thank you for the feedback and the opportunity to look into this issue. Our Practice Team Lead was able to speak with ***** and his mother today over the phone. We were able to take the required payment for previous treatment provided and get ***** scheduled this afternoon to have his permanent crown cemented. Thank you. 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 2021 I had my six month check up at this dental clinic. I was treated very rudely by the hygienist and I advised the front desk that I will not return to practice again. The the lady at the front desk advised me at the time that I will be issued a credit of ***** since I'm not coming back, but it will take 4-6 weeks to process. I called in January that the refund was not processed because the previous person I talked too was new and didn't process the request correctly and it will be another 4-6 weeks. I called after that time and was advised the check was mailed out and will call me back. I called a third time to hear again that I'm not the only one missing a refund and the manager will call me back with some updated information. I have not heard from anyone since my last call to them in March 2022 but I'm receiving texts about another cleaning after I was treated so rudely. I just want what is owed to me.

  Business response

  05/03/2022

  Hello, 

  Thank you for the opportunity to look into this for you. After speaking with the practice manager, the request was sent in for approval on April 13, 2022 and approved to be expedited on April 25, 2022. You should be receiving your refund soon. We apologize for the delay and inconvenience. Thank you. 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Provider is not recognizing the contracted discount with Cigna, my insurance provider. I have been trying to resolve this for over a year, and have involved Cigna as well. Provider sent me to collections, which I paid immediately (to preserve my credit), however I am actually due money, based on the negotiated discounts. I have sent a letter to the provider and have not received a response. I just called this week to hear that a "higher up" is working on the claim. Please help me receive the money that is due me.

  Business response

  09/30/2021

  Business Response /* (1000, 8, 2021/09/24) */ Hello Ms. ********* We do apologize about any inconvenience and concern this may have caused you. For right now, we have written off your current balance until your secondary insurance payment comes through and is processed. Thank you! Consumer Response /* (3000, 10, 2021/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no benefit available through secondary insurance. The issue is that the contracted discount between the provider and my insurance is not being recognized by the provider. Instead of acknowledging the negotiated discount, the provider instead sent me to collections. I have now paid more than the amount that I am responsible for, according to the EOBs. This has also been confirmed by my insurance company, who has also contacted the provider on this issue. I am due a refund. Business Response /* (4000, 12, 2021/09/29) */ Good Afternoon Ms. ********, We reviewed your account and the EOB's from the insurance company. We have applied the negotiated discount which created a credit on your account. I have processed the refund today and you should receive in the next few weeks. We apologize for any inconvenience this has caused. Please reach out to the office if you have any questions. Thank you!

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