Complaintsfor1st Advantage Dental

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My daughter ********* ******** who has here own dental insurance was a patient at first advantage dental practice in Niskayuna in November 2023. I have been receiving balance due notices for ********* ever since. I have called 5 times to correct the billing error. Each time they state they will fix the issue and then I receive another bill demanding payment. For the last 2 weeks, they have refused to take or return my calls. They are refusing to fix the problem and continue to demand payment sending me another patients bill.

  Business response

  02/20/2024

  BBB received the following response from the customer on behalf of the business: Thank you for your assistance on complaint #********. The dental office reached out to me on 2/15 and resolved the issue. Without your help I do not feel this would have gotten resolved. ****** ******

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 9/14/23 my daughter was scheduled as a new patient for her first cleaning in Clifton Park. there was some confusion as to her enrollment and since it had taken me 9 months to get her in for this appointment, I did not want to reschedule. I was refused an option to be billed for her services that day (which I later found out I could have been), so I was forced to pay $403 out of pocket for that visit. Her enrollment issue was fixed that same day after the appointment, but 1st advantage dental refuses to issue a refund. ***** dental has issued a partial refund, even though it is not their responsibility to do so. ***** issued a check to 1st advantage on 11/01/23 for $164. It was cashed on 11/14/23 by 1st advantage. On 11/22/23 I had an appointment at the dentist for myself and asked for a status update on my refund while I was there. I was told by the lady behind the desk that they have not received a check yet...another lie. I called the clifton park office on 11/27 on a conference call with ***** and they finally confirmed they DID receive the check and cashed it on 11/14. I asked when I could receive the funds and was told 1st advantage now needs to submit the check to their corporate office for a refund check to be sent to me, and that only happens once a week so they will submit it this week. Why wasn't it done 2 weeks ago when they cashed the check? This customer service is unacceptable. If I ever receive the $164 I will then have to file a grievance for the remaining $239 because 1st advantage refuses to compensate. I understand that the enrollment issue was not 1st advantage fault, but as a long time patient, I could have been billed (not forced to pay out of pocket), and I could have not been lied to repeatedly about policies. This is very disheartening. I am accruing interest on this $403 that I had to pay 3 months ago. I hope to have this resolved and be refunded for the entirety of what I paid. My daughter's enrollment was backdated & covered

  Business response

  12/27/2023

  We have spoken with ***** regarding her daughters visit and this is now resolved. ***** was refunded what she had paid the practice as her daughter wasn't showing active with any insurance and we offered to reschedule once the patient had her insurance straightened out. However, ***** declined and agreed to pay for her daughters services. As a business we do collect for services that are rendered at the time of service. As insurance companies are unpredictable at times we can not rely on waiting for the payment when the patient is showing inactive with the policy. 

   

   

  Below is our financial policy that all patients sign.

   

  We must emphasize that as your dental care provider, our relationship is with you, our patient, not with your insurance company. Your insurance policy is a contract between you, your employer, and your insurance company. . As a courtesy to you we will help you process all your insurance claims. Please understand that we will provide an insurance estimate to you, however, it is not a guarantee that your insurance will pay exactly as estimated. Your insurance company and your plan benefits will determine the amount paid. We will, of course, do all we can to make sure your estimate is as accurate as possible. If your insurance company has not made payment within 60 days, we will ask that you contact your insurance company to make sure payment is expected. If payment is not received or your claim is denied, you will be responsible for paying the full amount at that time. . We ask that you sign this form and/or any other necessary documents that may be required by your insurance company. This form instructs your insurance company to make payment directly to our office. . We ask that you pay the deductible and co-payment, which is the estimated amount, not covered by your insurance company, by cash, check, credit card or Patient Financing at the time we provide the service to you. . We will cooperate fully with the regulations and requests of your insurance company that may assist in the claim being paid. Our office will not, however, enter into a dispute with your insurance company over any claim. 

  By checking this box, I have read, understand and agree to the above terms and conditions. I authorize my insurance company to pay my dental benefits directly to my dental office. I understand that responsibility for payment of dental services provided in this office for myself or my dependents is mine, due and payable at the time services are rendered unless financial arrangements have been made. I further understand that a finance, rebilling, collection charge and/or attorney fee will be added to any overdue balance. I authorize you or your assignee to call me at any number I have provided, including mobile/cellular or similar devices for any lawful purpose. I agree to any fees or charges that may be incurred for an incoming call from the practice, and/or outgoing calls to us, to or from any such number, without reimbursement from the office.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an abscess infection that is spreading across my face. This dental facility has ignored medication requests and requests to send a referral to an in-network provider. I'm disabled from the pain and have not gotten treatment to prevent/manage a potentially life-threatening condition. Judging from their other online reviews, I am not the only one.

  Business response

  06/21/2023

  We're sorry to hear about this and have taken the details of your complaint into consideration and under review. We are always open to partnering with you to find a solution and apologize that the solutions offered did not suffice to your expectations of care. - Thank you - 1st Advantage Dental Bethlehem

• Initial Complaint

  09/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I scheduled a non-emergent appointment at my dentist’s office. I verified with the office staff that the practice is in network with my insurance plan. I also checked the insurance website, and the practice was listed as participating. The staff scheduled me for a new dentist who was not yet in network without advising me. After a cleaning and a f/u appointment for a small filling, I received a check from my insurance company. Upon calling the dentist office, I learnt that the dentist I was scheduled for was out of network. I first discussed the matter with the dentist office and was assured by a young man that I will only be charged the in network deductible. 2nd contact assured me the bill will be revised. 3rd contact, this time to the billing office - I was referred back to the dental practice. Now, I am being threatened with being sent to collections if payment is not made in full. I made two small payments but it seems that is not acceptable. Location: 445 Balltown Rd. 12304

  Business response

  09/07/2021

  We have reviewed the complaint regarding BB# ********. 1st Advantage Dental does participate with the patient's insurance ***** ****** of NY. At the time of service ( 2/24/21 and 3/10/21) there was an issue with this insurance company paying out of network benefits for this provider in error. ***** has since corrected this issue and the patient  account has been updated correctly. Insurance paid 89.60 for dos 2/24/21 leaving a zero balance on this dos. On 3/10/21 the insurance paid 45.60. The patient has a 25.00 deductible for the service on 3/10/21. The patient has only paid 8.00 dollars towards her 25.00 dollars leaving a current balance of 17.00 dollars. 

   

  Customer response

  09/07/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I called the office last week prior to filing this complaint - my 4th attempt to resolve this issue.  For a 3rd time, I was told I should not have received this bill, am responsible for a $25 deductible, and was promised a call back by COB.  I spoke to Kevin on two occasions (I can’t locate the date/times) and once to Christina (7/13 @ 2:48 pm); I never received a call back.  To avoid being sent to collections, I attempted to pay the $97.80 as shown on my bill but was only allowed to pay $92.80 as a $5.00 payment was already reflected on the account.  I have no issue paying my deductible; I have an issue paying for out of network charges when I was told by staff the practice and doctors are in network.  If my bill is $25, why was I repeatedly sent bills for $97.80 and $94.80?  I was also told that my account was not credited accurately.  I have attached my payment confirmation, proof that I was billed in excess of $25.00.  I also have copies of my bills.  Thank you!

  
  Regards,
  
  **** *******
  
  
  
  

  
  

*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. ↩