ComplaintsforGreat Basin Oral & Facial Surgery

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was seen at the end of October 2022 for wisdom teeth removal. Prior to being seen I spoke with the office manager who went through the insurance amounts with me. I explained to both the office manager and the Dr. that my insurance was at its *** for the year and I was willing to wait until January if necessary to do the removal. The office manager informed me there was a one time use for facial and oral surgery with a *** if 1500 dollars so my total would be appriximately 700 *** if pocket (thus was paid the day of surgery). We scheduled the appointment and removed the wisdom teeth. About 6 months ago I received a call stating I owed them money for services. As I do not have the money to pay for this they continue to call and text harrassing me for the money. As this was a mistake on their end not mine, I would like to find a solution acceptable to both parties

  Business response

  02/21/2024

  We have reviewed this account and an error was made by a previous employee.  After speaking with the managers we will be writing off the balance on the account due to our error.  The will be nothing further due from the patient.  Thank you! 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Visited the Great Basin Oral & Facial Surgery office on 8/22/23 for a consultation on a tooth extraction. Was charged $93.60 in advance of seeing the dentist for his consultation. Claim was submitted to my insurance co. for payment. On 9/05/23 went for appointment to extract the tooth. Paid 196.65 in advance before the extraction. Upon leaving the office was told I had to pay another $114.40 before I left because my insurance company denied the claim for the consultation. That was a lye due to the Delta Dental EOB dated 8/25/23 showing payment to Great Basin Oral. Review of the Delta Dental EOB dated 9/15/23 again showed that I had been over charged with another up front charge. It appears to me that Great Basin Oral & Facial Surgery charges their patients up front a cost equal to a non-insured patient. They know all along their patient has insurance and exactly the amount agreed to and covered for the procedure to the dentist and the patient covered amounts. My opinion is that they have over charged me on two occasions and have not repaid me for these over payments in a timely manner and I believe this to be fraud. They owe me $135.45 and have had this money in their possession since 09/05/23.

  Business response

  11/29/2023

  Patient was originally seen in August for their initial consultation. It is our standard practice to collect estimated copays at the time of patient check in. We collected what we thought to be their copay based off benefits we were able to obtain online since we hadn’t received the information prior to their appointment. Following this appointment, a claim was sent to their insurance.
  Patient returned for their second appointment in September, and we collected the estimated copays at check in. We did not collect $114.40 for the first visit because at that time, the claim was still out to patient’s insurance. This is reflected on the included ledger. $196.65 was collected because that was the estimated copay for the extraction. Sometime after the patient’s appointment we received insurance payment for the first visit and after applying it to the patient’s account, an adjustment was made to honor contracted fees.
  Patient came in asking about a credit on their account and was informed at the time that there was still a claim out to the insurance. Patient was given the option to get the credit returned for the first visit right then or to wait for the second claim to be paid so 1 refund could be given for the correct and full amount owed to them. Patient chose the second option.
  When the patient returned to the office a few weeks later with an explanation of benefits for the second visit, we found that their account now reflected the second insurance payment and their true credit. Patient was told that the refund request would need to be submitted to our corporate office for final approval and a check to be made out and that the process can take a couple of weeks for completion. Patient was given the option of picking up the check or having it mailed and they chose to have it mailed. A refund request was submitted to the corporate office for process and approved. A check has been made out for the patient and is being mailed.
  We apologize for the frustration and confusion this has caused and for the delay in getting this patient their refund. We can assure you there is no intention of withholding money from a patient when it is owed to them and we hope to rebuild trust with this patient.
  
  
  Sincerely,
  Jannell G.
  Operations Manager

  Customer response

  12/03/2023

   
  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,
  
  ***** ******

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