ComplaintsforAbsolute Dental Management, LLC

Dentist

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Initial Complaint
08/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Paid ***** in February they were supposed to issue me a refund for this amount happened in February no response after numerous contact with them they even hung up on me getting the run around
Business response
08/28/2024
************ was seen in our office on February 6, 2024, and received dental services totaling $1,625.00. On February 27, 2024, he returned to have his crown delivered and paid for the services along with a previous balance of $97.00 for unpaid dental services rendered on November 7, 2023.
We have billed the insurance company for the services provided, but to date, we have not received payment. The office contacted the insurance company on April 3, 2024, and was informed that a check had been issued. When we followed up again on June 3, 2024, the insurance company confirmed that they would re-issue the check. However, we still have not received payment for the services rendered on February 6, 2024.
Currently, there is a credit on the account of $39.00, and we have requested that a refund check will be mailed to ************ at the address on file.
I've attached the following documents for your reference:
A copy of the patient ledger
A copy of the insurance denial for the $97.00 charge
A copy of the dental claim submitted to the insurance company
If ************ has any further questions or concerns, he is welcome to call our office **************
Customer response
09/11/2024
it has NOT been resolved this issue again I don't understand why this company is giving me the run around on this matter & why it is taking so long for payment all I get is excuse after excuse
Business response
09/12/2024
************, We have been completely transparent regarding the delay in receiving payment from your insurance carrier and have provided you with supporting documentation confirming that we have not received the payment. The office has made several follow-up calls to the insurance company regarding this claim.
Until the claim has been processed and paid, we are unable to refund any monies. I would suggest you contact your insurance carrier for assistance with the unpaid claim. They also have a grievance department that can investigate the status of the claim in question.
Initial Complaint
08/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had all my teeth pulled and received dentures at same appointment. Could not check fit due to having all teeth pulled. Dentures were too big and cannot fit in any way in my mouth. They refuse to replace unless I pay more. I am a senior on ******** and obvious had no funds to pay. And this seems to violate ******** agreement as well. All attempts thus far have proved futile to rectify the situation.
Business response
09/05/2024
Dear **********************,
You were seen in our office on 04/16/24 for an exam and were diagnosed with the need for immediate upper and lower dentures. At that time, you were presented with an acknowledgment of immediate and traditional dentures consent, detailing the immediate denture process (Ive attached a copy for your review).
On 06/08/24, you had the opportunity to review the dentures and agreed that they were clinically and cosmetically acceptable, giving your consent for delivery (attached for your review). On 06/13/24, you returned to the office for extractions.
On 07/24/24, you were seen by ********************, who explained the steps required to ensure that the upper and lower dentures would fit better. At that time, you expressed that you did not wish to go through those steps, became upset, threw your dentures over the front desk, and left the office.
While you have since returned to pick up your dentures, due to this behavior, we are unable to risk the safety of our staff and cannot accommodate a follow-up appointment. I recommend that you contact *************** for assistance in finding a new provider. They can also assist you with investigating the care you received on your behalf.
Initial Complaint
08/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 22nd, my husband paid for a mouth guard, but used our personal Citibank credit card. He went back inside ********************************************************************************************* they would send us a check in 7 to 10 days. It's been over two months and I've called them a dozen times and talked to ****. They always say a check on its' way, but then they say it never went out. So they got paid $700 and the bill is only $350.
Business response
08/06/2024
Mr. ********************* has not listed anyone other than himself to discuss any information regarding his dental services at our offices.
Please have **************** call our office directly for an update on his account at **************.
Customer response
08/12/2024

Complaint: 22068286

I am rejecting this response because:
I'm sorry to not respond to the original message, but I had to get a new laptop and it's not finding the message, but I have the complaint number. I was sent an email that the business wouldn't respond to you, because they are a dentist and couldn't discuss the issue without us approving you to be able to call them. We finally were able to reach them and get you added so you can call them.
I am atttaching the receipts for both payments. Notice the time wasn't even 15 minutes. The office manager, **** kept telling me we would get a check, thus why I waited so long after a dozen calls.
Thank you, **********
***See attached document /copy of receipts***

Sincerely,

*********************
Customer response
08/23/2024
They finally sent us a check. Thank you for your help as they weren't taking or returning our calls at the end. I think they only did this after you contacted them. Please have a wonderful weekend.
Initial Complaint
07/18/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Back in April I went to my daughters follow up appointment at the ******* kids location. Once I arrived I was told the insurance hadnt paid and my daughter could not be seen. I was provided with the insurance information and I called them as soon as I left. The insurance informed me the payment was sent for both my daughter and my son but the check wasnt cashed. They told me to have the office call them in case they wanted the check reissued. Called the office and left a message. Shortly after I received a call back, provided all the information and was told the billing office may not have processed yet but someone would follow up with me. Later that evening the office called again wherein I informed them I had already spoke to them. I didnt hear from anyone and then received another bill. Called the billing office on. 6/19 spoke to ******* who said there were no notes. I asked they please follow up with the insurance and I also submitted a contact form online. 7/9 I called the billing office after receiving another bill. ******* again stated there were no notes even though I previously spoke to her. I then asked to speak to a supervisor. I was transferred to voicemail where I left a message for ******. I then spoke to ********* with the patient care center who sent a message for a call back and submitted another contact form 7/13. To date no one has returned my call to address this billing issue.
Business response
09/05/2024
On 07/18/24, you received a call from ****** with an update regarding the billing status on the children's account. As of today, no payment has been received from the insurance company for the services rendered.
Initial Complaint
07/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid 500 cash for a service that was not rendered. Ask for refund 3 months ago playing games with me.
Business response
08/28/2024
******************** was seen in our office on October 6, 2023, for an upper and lower prosthetic appliance totaling $2,200.00. The dental claim was submitted to his insurance company, but to date, we have not received payment for the services rendered.
The office has made several attempts to follow up with the insurance company, but unfortunately, there has been no resolution. Ive attached a copy of the patient ledger and the call notes detailing our efforts to resolve the claim. At this time, ******************** has a balance of $484.10.
Should ******************** have any additional questions or concerns, I encourage him to reach out to the office at **************.
Customer response
08/28/2024

Complaint: 21980597

I am rejecting this response because:

Sincerely,

***************************
That service had nothing to do with the $500 cash that I paid for another service that wasn't rendered. That was almost a year prior and I had not received any bill for that that was between them and the insurance company and air how Absolute Dental submitted it office manager ******* confirmed the problem.
Business response
09/05/2024
********************,
Please note that your account is viewed as a whole, and you currently have an unpaid dental claim for services rendered. While we make every effort to obtain payment from your insurance company, the balance remains your responsibility until your insurance has made a final determination.
If you do not agree with this policy, I encourage you to contact your insurance company to conduct a review on your behalf.
Customer response
09/06/2024

Complaint: 21980597

I am rejecting this response because:

Sincerely,

*************************** so that was a service in October the $500 I paid cash a year later for a whole different service not rendered I see nobody cares about customer service anymore just close it out you guys are not helpful that was already resolved I called insurance company a half dozen times they said dentist office put the claim in wrong. This is very upsetting that I paid 500 cash for a whole new service and never got nothing done and somebody stole my f****** money.
Initial Complaint
06/06/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been waiting for the past 4 months on getting my final crown and have been calling and coming to appointments in vain.During my last appointment on 6/3, the manager told me she did not know why I was there (she is new but a lot of members are still there - and there should be notes in my file which there aren't any). This shouldn't happen.4 months ago, we got a lot of work done. Currently, 5k is coming out of my pocket.The dentist that treated me said that he was not okay with one of the final crowns and he said he was going to send it back to get it redone. The person that physically *****d the crown in my mouth said it was a temporary crown until they receive the remade final crown in 2 or 3 weeks. I have never received a call back for that last crown and have been calling, asking and battling to finish the work. Several appointments have been made and each time, they did not have an answer about my final crown. Finally, my last appointment comes on 6/3 and ****, the woman at the desk, told me that the crown I have is the final crown that was defectuous and that they have to redo it because it is not seating correctly and I can have cavities.Why did the doctor ***** a final crown on my tooth that is defectuous? And it has been 4 months, so he literally *****d me at risk instead of treating me correctly. Each time I call I hear that someone will call me back but this never happens.Each time I physically go there, it takes over 2 hours to even get called or seen, so I end up having to leave because I work. I do not know who to talk to about this anymore. It does not seem that anyone cares and each time it is very frustrating to deal with the workers there because they have either no answer or always the same answer which is, someone will call you back.
Business response
06/14/2024
************************* received a call from the office Manager ****** A to address her complaint.
Initial Complaint
05/30/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
August 31,2023 I went for a dental check up at the Sunset location of Absolute Dental.After evaluation and consultation I decided to choose the option of having dental surgery for the remaining upper teeth and a full upper denture be made before the surgery.At that time I only had 1 Insurance which is under my husbands Federal work insurance. Quote for the services was given and I decided to pay for the entire procedure (dentures and surgery) on the same day for $3175.20 I started a new job in September and got Insurance from my new work. Medical, Dental and **************** became active in November 1,2023 Dental surgery was done on December 29,2023 Before the procedure I told the supervisor that I have another Insurance. Information was entered on their system and benefits was run. I was even told that I might be able to get a little refund. She even gave me her direct number for me to call for the refund.Months after the surgery I got a bill. I called the billing department and I was told that I have max out my primary insurance.I asked the ****** if my other insurance was billed. I was told that they cant bill my other insurance.Because the secondary doesnt pay more than what the primary paid for. I clarified with the ****** that my primary Insurance is the one under my name.****** insisted that it is not.I asked ****** to resubmit a claim to my Insurance but he refused and said they cant do it.I called my Insurance and they said an appeal can be maid as long as the Dental office files a claim.But Dental office did not file for any claim. I have reached out to the office and have left messages to the supervisor who run my benefits before my surgery but no one has reached out to help me.Now I received another bill stating I need to pay with in 14 days the amount of $1583.90 It was a mistake on their billing department for not billing my primary insurance. I cant understand why they would not do the appeal for my ***************** to pay.
Business response
06/04/2024
I am writing to address the concerns you have expressed regarding your recent dental treatment and insurance coverage.
Firstly, I want to inform you that your primary insurance provider has indeed paid up to the maximum coverage of $750.00, as outlined in your policy. However, due to the nature of the treatment and billing process, the amount paid primarily went towards the extractions, as the dentures, although fabricated beforehand, could only be submitted to the insurance on the seat date, which coincided with the day the extractions were completed.
Unfortunately, despite our efforts, the secondary insurance provider has denied payment, citing that the maximum coverage has been reached. This denial is primarily due to the timing of the delivery of the dentures in December, which prevented us from billing beforehand.
Please rest assured that we understand the frustration this situation may cause. We have exhaustively reviewed the circumstances and explored all possible avenues to ensure maximum coverage for your treatment. However, we are constrained by the limitations set forth by your insurance policies.
Moving forward, we are committed to assisting you in any way we can to navigate this issue. If you have any further questions or require clarification, please do not hesitate to reach out to our office. Your satisfaction and well-being are our top priorities, and we will do everything within our power to ensure a satisfactory resolution.
Thank you for your understanding and patience in this matter. We appreciate your continued trust and confidence in our services.

Warm regards,

Office Manager
Chermaine C.
Initial Complaint
05/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to absolute dental in December 2023 and they fitted me for a partial . I was told it would have 4 teeth two on each side. Went in to be fitted in March 2024 it had only 2 teeth and didnt fit . *********** drilled left tooth down to nothing so I ended up with one tooth on partial. I would had never paid $500 out of pocket and my insurance paid $1000 for a one tooth partial and told *********** this. He said he would speak to manager as she was out of office. I was told by manager I would receive a refund 5 to 6 weeks . One week later manger said they would not be able to give refund. They kept the partial and they charged me and my insurance. I will be following up with with my insurance to let them know they paid for something I never received as well .That was 6 months ago I paid 3 months before getting fitted for partial they charged my insurance and I paid $500 cash and $17 on my credit card. I paid for a product I do not have. Isnt that against the law?I added pictures but Im not sure they are coming through
Business response
05/30/2024
On December 1, 2023, ************************* visited our office to begin the impressions for a lower partial denture. She returned on February 13, 2024,for the delivery of the partial and signed a prosthetic approval. However, on February 15, 2024, ******* informed us that she was not happy with the partial and requested a refund. She was informed that a refund could not be processed as she had the opportunity to review and try on the partial when it was delivered.
******* subsequently visited our office to see ************, who explained that due to her upper teeth erupting more over time, the fit of the lower partial would be affected. The partial was sent to the lab to make the requested changes, but ******* remained unsatisfied.
Unfortunately, due to *******'s unacceptable language towards Dr. **** and inappropriate behavior towards the staff, it has been decided to remove the charges for the partial. Additionally, ************************* has been dismissed from all Absolute Dental offices.
At this time, ************************* is not due a refund, as she has two unpaid insurance claims. We cannot process a refund until these claims have been addressed by the insurance company. Our records show this information was communicated to ******* on April 16, 2024, by the office manager. We encourage ************************* to contact her insurance company to expedite the processing of her claims..
Customer response
05/31/2024
No All is a lie from as ******* was not in office at the first visit she had PTO . I never used offense language. That is a Lie.
After being fitted *********** filed the tooth down to nothing it fit but when I looked in the mirror in my car in their parking lot I realized he had drilled the hole tooth down instead of drilling from bottom. I walked back in and the girl in the front asked me to come back and talk to ****** on Monday. *********** said he would send it back to be fixed. That took another 2 weeks went back in and it still wasnt correct.
At that time *********** kept my partial and he said they agreed to refund my money . On both visits the manager ****** was not in office. She called me and said I will be refunded $500.00 and $17.00 on my credit card.
Then she called and said they cant issue a refund that is when I told her I would be contacting BBB. My insurance said they will contact them as well. I paid for a partial they kept and was told When I was fitted it would have 2 teeth on each side by medical assistant. I do not have my product I paid for as Dr. **** kept it.The pictures I took when I got home before going back to second appointment. The second appointment they sent out they kept and said I would be refunded.
Thank you

Customer response
06/05/2024

Complaint: 21751492

I am rejecting this response because:

Consumer
Most Recent Message
Date Sent: 5/31/2024 10:04:29 PM
No All is a lie from as Shellby was not in office at the first visit she had PTO . I never used offensive language. That is a Lie.
After being fitted *********** filed the tooth down to nothing it fit but when I looked in the mirror in my car in their parking lot I realized he had drilled the hole tooth down instead of drilling from bottom. I walked back in and the girl in the front asked me to come back and talk to ****** on Monday. *********** said he would send it back to be fixed. That took another 2 weeks went back in and it still wasnt correct.
At that time *********** kept my partial and he said they agreed to refund my money . On both visits the manager ****** was not in office. She called me and said I will be refunded $500.00 and $17.00 on my credit card.
Then she called and said they cant issue a refund that is when I told her I would be contacting BBB. My insurance said they will contact them as well. I paid for a partial they kept and was told When I was fitted it would have 2 teeth on each side by medical assistant. I do not have my product I paid for as Dr. **** kept it.The pictures I took when I got home before going back to second appointment. The second appointment they sent out they kept and said I would be refunded.
Thank you
Business response
06/13/2024
Our initial response has not changed. I want to add, the BBB is not the forum to assist with your grievance and encourage you to contact your insurance company as they have a grievance department to assist you with investigating your dental claim.
On December 1, 2023, ************************* visited our office to begin the impressions for a lower partial denture. She returned on February 13, 2024, for the delivery of the partial and signed a prosthetic approval. However, on February 15, 2024, ******* informed us that she was not happy with the partial and requested a refund. She was informed that a refund could not be processed as she had the opportunity to review and try on the partial when it was delivered.
******* subsequently visited our office to see ************, who explained that due to her upper teeth erupting more over time, the fit of the lower partial would be affected. The partial was sent to the lab to make the requested changes, but ******* remained unsatisfied.
Unfortunately, due to *******'s unacceptable language towards Dr. **** and inappropriate behavior towards the staff, it has been decided to remove the charges for the partial. Additionally, ************************* has been dismissed from all Absolute Dental offices.
At this time, ************************* is not due a refund, as she has two unpaid insurance claims. We cannot process a refund until these claims have been addressed by the insurance company. Our records show this information was communicated to ******* on April 16, 2024, by the office manager. We encourage ************************* to contact her insurance company to expedite the processing of her claim
Initial Complaint
05/20/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
I paid 100% of service they told me on date of service. Got the eob from insurance company which states I over paid Requested money back of over payment They told me they didnt bill out all services Informed them to bill out everything which they did not send in all records needed. Then they sent me a statement for the services I already paid for and double charging me. Me and insurance company been calling and leaving messages and they are not returning calls or sending in the requested medical records. Finally got someone on phone who said they would call me back that day and over a week later still no call. Tried calling again and again no one answered and left another message
Initial Complaint
05/08/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
On August 22, 2023 at Absolute dental @ ***************************************************************. I paid $528. They offered me a deep and regular cleaning stating my gums need it. They told me that the insurance does not cover the said procedure and have to pay out of pocket to which I agreed. They told me that I need to pay $528 on that day. They gave me a toothbrush kit which I declined because I already have one. They insisted because it is part of the treatment. I gladly accepted it. Now they are billing me $286 for ($120) toothbrush and ($166) additional fee for the deep cleaning. I asked the front desk, and they told me they can't help me from their end and the said amount will go to collections. I agreed to go with the procedure knowing I am paying $528, now I got the hidden charges after 9 months. I am so disappointed with the lack of transparency. I hope this agency can help me settle the problem

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ComplaintsforAbsolute Dental Management, LLC

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