ComplaintsforDay & Night Family Dental

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in to see dentist for emergency visit due to tooth pain . The staff claimed that they could not get up with insurance **** of NC and that I would have to pay out of pocket $275. My mother who carries my insurance for me contacted the insurance company and they called the dental office. Staff stated they did not have time to speak to them and charged me anyway. Then took X-rays and told me to return tomorrow to have tooth pulled. They charged me an additional $75 and they had confirmed my insurance and stated they would reimburse me my $ from previous day of $275. I have not received anything and its 9 months later. This place has the worst reviews ever. The staff do not care to handle anything for you. I do not know how this place is still open.

  

  Business response

  09/24/2024

  Detailed notes explaining issues our practice encountered with ******'s customer service for DOS 1/30/24 and 1/31/24 and is available to patient at any time. Our practice spent several hours on the phone and spoke to several different representatives, and we were unable to get the benefits for this plan or a verification of coverage. **************** advised we charge the patent for service due to verification issues and file the claim after. It takes several weeks to receive a payment from insurance and several more for any refund to process. We apologize for the delay. Credit of $212 has been mailed to the address on file on 9/19/24. 

   

   

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went into office on 5.26.23 for tooth extraction. ******** he filed claim with my insurance company and says type of insurance I have doesnt really pay anything. So paid out of pocket over $300 for the service. In July I get a letter from insurance company saying they paid claim and that dental office should refund me an overage of $172.80. I called ************************ on July 21. 23 to confirm this information and they called dental office and said refund should be issued. I then called Day and Night Dental and receptionist said she would send information over to person that handles refunds and I should receive refund. I called back on July ***** and asked about refund. Receptionist said information was sent over to person handling refund. I asked to speak with refund department and receptionist said person is not in local office and that refund will be sent out in a couple of weeks. I called again on August ***** asking about refund. Receptionist says refund will be sent out. It has been 4 months since claim was filed and paid by Humana Dental. This company has a habit of filing insurance and collecting payment from Customers at the same tine. This is fraud. I would like my refund of $172.80.

  

  Business response

  09/22/2023

  Our records show we had refund check issued on 9/8/23. We called patient this same day to a cellphone number provided with no answer.  Our billing manager ******* left a voicemail that check is ready to be picked up and is with our front desk. Check is still at the front desk and ready for pick up. 

  Customer response

  09/26/2023

   
  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

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business claims to take walk ins and dental emergencies until 10 pm as per their website. When you walk in they state they stop taking patients at 8:30. They dont even answer their own phones, they use an answering service because they are busy. The woman was sweeping. I called all the way until I pulled in the parking lot. She was so busy sweeping she couldnt answer the phone that was apparently going through an answering service. If they dont take emergency walk ins until closing their website and business should state that instead of claiming to walk in with a dental emergency any time during business hours. She told me to come back tomorrow. What kind of dental emergency can wait multiple days? They need to see to people with dental emergencies during the stated hours of operation or take away that claim from their business and their website.

  

  Business response

  12/14/2023

  Day and Night Family Dental has operation hours of 8am until 10pm Monday to Friday and 8am until 5pm on Weekends. This means that our Dentists and staff are finished with seeing patients and leaving the business by listed times. Very often we already have multiple emergency patients in the treatment rooms at the time that the new walk -in patient enters a building 1-2 hrs prior to closing time. Depending on the number of current patients in the treatment rooms, or difficulty of procedures performed, it is up to our Dentists to decide if the clinic can accept any more patients at the particular time while approaching the closing time. In this instance, patients are advised to come back the following day or visit the closest emergency room. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called this business at 12pm on 9/15. I called to set an appointment. Receptionist stated that if I have insurance that I did not need an appointment but I needed to be in office by 4:30 pm. I arrived at 4:06 and waited for the front desk staff to complete a conversation with a patient in front of me. When I finally approached the desk at 4:15, the receptionist stated her computer was down and complete client paperwork and return. When I returned receptionist stated that I would have to pay out of pocket since front desk was running behind and could not process anymore insurance claims. I waited in the lobby 4 hours to be seen by the dental assistant and dentist who took a picture of my tooth. That process was less than 5 minutes. The dentist proceeded to say that I needed to speak again for additional payments. Front desk said that i needed to pay another $288 out of pocket for procedure, which was filling a chipped tooth. She stated that I could pay out of pocket for the $288 after I had to pay the $118. I did not have an additional $288 so I was not able to get chipped tooth fixed. The dentist and the dental assistant were very smart Alecs when I showed my frustration. I will never return to this office and wasted 4 hours of my time and $118 for a procedure that was not even completed, even though I have insurance. I would like my money refunded ASAP!

  

  Business response

  12/14/2023

  Patient came in for a walk -in emergency appointment after 4pm. ***************** was closed at this time so the clinic had no way to verify eligibility or get details on the coverage. Standard emergency procedures (single X-ray and limited exam) were performed and charged out. Patient declined restorative filling, treatment planed after exam and X-rays were performed. Refund in full was issued after insurance payment received. Refund check was picked up. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to them numerous times. I have been on the phone with delta dental and was told we never should have had to pay in full in the first place that you can file a claim with them at anytime. But thats ok I paid it they were paid again by delta and ** now having to beg for my refund. I have called over and over with no information. I was told they would call me and I would be able to go by and pick up a check. But thats not happen. Im not sure if its some kind of insurance fraud or not but I do know they owe me a refund. The only thing I was suppose to be responsible for was ****** but I paid $476.00 so someone has my money and it is not me nor delta dental.

  

  Business response

  12/14/2023

  Business can not issue refunds at patient's date requested. Refunds are cut by an out of state business office and it usually takes 2-3 weeks for processing after insurance payment posts. Refund check in the amount of $333.50 has been processed and picked up by patient on 09/28/23. 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Tuesday, September 27, 2022 I had an emergency H3135323431**37303032H visit at Day and H32343137333636**31**H H323231373335**373237H H3338353034323636****H in ************, **. I was told I had to pay the total cost up front because there was no one able to check eligibility for my insurance due to it being after 5 pm and that my claim would be filed and I would be reimbursed once my insurance paid. I called their number numerous times and continued to get a message that the voicemail was full, so I could not leave a message. I called my H3135323431**37303032H carrier to find out if they had paid them and was told they were paid one week after my visit, so I am not sure why I did not receive a check. This visit cost me $220. I am due a reimbursement of $140.00 from this visit. I then had another emergency on Sunday, January 22, 2023. Again was told since it&#**;s the weekend no one could check my insurance eligibility and to call back on Monday after 6 pm to speak with their billing ***** I was able to leave a voice message, but I did not receive a return call back. I again left another voice message on Wednesday, February, 8, 2023, and still no return call. I again called my H3135323431**37303032H carrier & was told that the claim would be paid within a week of my visit. This visit cost me $418. I am due a reimbursement of $324.60 from this visit. They owe me a total of $464.60 and I cannot get anyone to call me back. Driving down to their office does not help as well, I am not able to speak with anyone in the billing ***** front desk told me they will send the billing office a message on my behalf. I was even informed that I need to be proactive with getting the money owed to me, by someone at their front desk. This is just very unprofessional. I am requesting to get the money owed to me immediately. I do not wish to speak to anyone from this business all I want is to get my money sent to me immediately. If a check is mailed to me, I am requesting it be mailed immediately to my correct address on file. Because of this experience I don&#**;t trust this business.

  

  Business response

  02/24/2023

  We apologize for your frustration. However, this office has a protocol to follow. All claims have to be paid and closed before refund is turned in for processing. Refunds are sent out within the same month of payment being posted. Your emergency visit from 1/22/23 was paid on Feb 3rd, 2023. On Feb 15th, refund request was turned in for processing. Refund in the amount of $464.60 will be mailed out to the address on file on 2/24/23. 

  Customer response

  02/27/2023

   
  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,
  
  ***********************

  Thanks for your help. I received the check today, and plan to deposit it tomorrow. Hopefully I will not have an issue with the check. If so, I will reach back out to you again for assistance. 

*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. ↩