Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/19/23- Andrea, the billing/receptionist charged me a $50 deposit & assured me that she would refund my money after the insurance covered the services. 11/21/23 @ 4:09 PM, I called Andrea after the first EOB claim payment. Andrea told me to call back in 2 weeks. 12/05/23 @ 9:42 AM, I called Andrea back, she stated that she was still showing a balance for the tooth extraction, that I must wait until the 2nd claim is paid to be refunded the $50 deposit. 12/06/2023 I received the 2nd EOB “all” of the charges were submitted to my insurance, the EOB showed that all charges were paid & that my balance was zero. I waited 1 week to call Andrea to discuss the $50 deposit refund to give her time to update my billing file. 12/14/2023 @ 10:57 AM I called Andrea to request a refund of the $50 deposit, she told me that I had a balance due of $44. I asked how, when the insurance EOB shows that everything was covered and there was zero owed by me, Andrea stated that there was one charge that the insurance did not reimburse. The 11/28/2023 EOB clearly included the service that Andrea stated was not covered as paid (the extraction, erupted tooth requiring removal of bone and/or sectioning of tooth). I requested a billing breakdown of the charges for services, Andrea laughed at me, told me "good luck finding another dentist" and hung up on me. 12/14/2023 @11:24 AM I called back, asked to speak with Andrea, I told the person that answered the phone that I would like to know when Andrea would send me the detailed invoice regarding the services provided & to request that Andrea resubmit the cost that she stated was not reimbursed by insurance to the insurance company. I was placed on hold for over 25 minutes before being disconnected, I called back several times only to be continually placed on hold, my calls disconnected, or a recorded message stating I could continue to hold, only to be forced into voice mail & disconnected when it came time to leave a message.

  Business Response

  Date: 01/01/2024

  To whom it may concern,
  
  
  ***** ********** was seen in our office for a surgical procedure. She was asked to pay a standard $50 deductible. Her insurance company failed to process one code. We resubmitted the claim, and as of yet, we have not received the final explanation of benefits (EOB). 
  
  
  When we receive the explanation of benefits, from her insurance company, and if it shows that an overpayment by Laura has occurred, we will immediately mail her a refund check.
  
  
  If you would like us to handle this situation any differently, please feel free to call us at your earliest  convenience.
  
  
  Professionally,
  
  
  Dr. H. *******

  Customer Answer

  Date: 01/02/2024

  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.
  

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   Today, 01/02/2024, I spoke with Valmica the representative with Liberty Dental, she did confirm that on December 20, 2023 a second claim was received for services on 10/26/2023 and that the claim is being processed.  I will wait until the EOB is processed and my $50 deposit is refunded before I accept that this case is closed.  The insurance claims rep stated that based on my coverage that she sees no reason why the claim will not be paid according to the contract that they have with this dental practice.

  The part of my complaint that was not addressed is the detailed billing breakdown.  I am still waiting for the billing breakdown that I requested from Andrea on 12/14/2024 detailing the charges for services rendered.

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