ComplaintsforSmile A Bit Dental

• Initial Complaint

  10/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went in for a quote on some fillings to cover exposed roots. I was given a quote after they ran the work through Cigna (Dental insurance). The dental office told me my responsibility would be $245.00 which was to be paid in full the day the work was done. I made the ********* because the amount of the quote was reasonable. Feb 13th they did the work and I paid them in full the amount they quoted, $245.00. Later the dental office started billing me more. 1st $1,048.40, which I wrote a letter explaining the details of the quote. I also called to discuss as they wrote on my statement, but I never received a call back. I recently received another statement in the amount of $953.40. They quoted the work, I paid the quoted amount. No more money is owed. The quoted amount was our agreed price.

  Business response

  11/03/2023

  We have asked patient to call ** to go over account.  We will be reaching out again to patient so we can get this matter resolved.

  Customer response

  11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have called them back they never returned the calll and do not call me, they just add notes to statements they send to please call them. They provided a quote I paid the quoted contract amount.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband who is under my dental plan saw the dentist in January 2023. He was there on 1/20/23 and was told to come back in on 1/24/23 . Our plan allows a maximum yearly amount of $**** . Once that is exhausted we would be responsible for 100% . The insurance company ( Aetna ) requested specific information from my dental provider for the 1/24/23 visit .It was requested about 3 times . The provider just kept resubmitting the claim and did not provide the additional information . My husband went to the dentist for a few more visits . Those visits after 1/24/23 were processed before the 1/24/23 visit and they went towards our **** maximum yearly allowance . By the time my provider sent over the info that they requested , that **** was used . We were unaware of this and are now being hit with a $700 bill . Upon speaking with an Aetna representative . She reviewed the call log and there were no calls from my provider to ask ***** why the claim was denied , they just kept resubmitting the claims without the necessary information that ***** requested . I spoke with the dental office and they are not owning up that this was their error . My husband also paid $248.20 towards that visit per the office staff that was his responsibility. They only agreed to do a 15% discount which I find unfair as myself and my parents are long standing patients there. I am not looking for this amount to be written off although it should be . I wanted a 50% discount and they did not agree to it . ***** told me to file a complaint against that claim which I did , but there is nothing that ***** can do as he already has other visits paid for and has now met his maximum yearly amount . I would like to file a complaint against the dental provider . What they have done is unfair as we are not at fault. If they submitted what ***** requested in a timely manner we would have known that he was close to that maximum yearly amount and additional appointments would not have been scheduled .

  Business response

  10/09/2023

  **** ******** ****** ** **************************************************** ******************     **************** ***** ************************************************************************ *** ****** ******** ****** ************************************** ***** *** ********** ** ***** *** ******* ********* ** ********
  
  Dear Sir/Madam,
  
  Patient ***************************** was first seen in our office on 1/20/23.  He had a cleaning, xrays and exam.  The dentist did a comprehensive exam and the treatment plan was presented to patient. The patient needed 4 quads of perio scaling as well as 10 cavities filled. When treatment and financials were presented this was all explained to patient including how much his copay/coinsurance would be.  Patient signed and agreed to the treatment plan.  Both parties were aware of the $1200 yearly *** and $50 deductible.
  
  Post treatment and billing, Patient spouse called and asked for a discount.  After discussing with upper management we did offer a 15% discount.  This was a courtesy to the patient.  We didnt need to give her any discount.
  
  In the complaint, there is a reference to an Aetna representative. We would need the name of the person as well as a reference # to follow up. We have a contract with them.
  
  We always want our patients to be satisfied.  In this case the patient ***ed out on the annual coverage of $1200.  In other words he did treatment that costs more than what his insurance plan covers. When they got the bill for the balance, they are bringing all this up. We also believe that they do not want to face collection activity, so they are reaching out to BBB. The office will continue our efforts to recover the monies due from the patient.
  
  If you need anything else please contact the office * ************.
  
  
  Regards,
  Smile A Bit

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Regarding ***************************** case ID ********. We are fully aware of what our maximum yearly amount of $**** is . Upon speaking with representative ******* at Aetna ,reference number ************. we were told that the visit for January 24 was not processed until April 17 because ***** requested several times additional information about that visit. They needed measurements, chart notes ,length of appointment as well as x-rays . Smile a bit did not release that information to them in a timely manner. Even the representative ******* checked the call history to see if smile A bit called to ask why the claim was not paid . Since that visit, which was one of the most expensive visits , was not processed until April , 3 months later from the date of service , other visits after that ended up going towards the **** maximum yearly amount. The reason why we are asking for a discount more than just 15% is because something was not done correctly on Smile a bits end.  If they sent the requested information in a timely manner, those other visits would not have used up his **** maximum yearly amount. We have been patients at Smile a bit for many years This is unfair treatment of long-standing patients. This was no error on our part. There is nothing Aetna can do on their end as all the claims have been processed . Smile a bit can own up to their mistake and except our offer of half the amount of that bill and write off the additional amount. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  10/20/2023

  We would like to schedule a phone conference call with the patient  and the owner.  Please have patient call the office.  She can ask for ***** and we will schedule immediately.  We would also like this resolved quickly.

   

   

  Customer response

  10/26/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

*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. ↩