ComplaintsforAlpha Dental Excellence

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had dental work done about 2years ago it was an implant (that was supose to last) actually came out but the whole time i expressed something didnt fell right said that it was normal. When i the tooth came out in december of 2022 my out of pocket cost was 900 to start the work and there after a monthly amount, my insurance was cancled in january of 2023. i called an that them know. I went an got the same but new insurance, again i let them know, the insurance company an i expressed to them i do not having a waiting period for my dental plan so my dental in 12/22 should still be good oh no heres the problem it went from 8 thousand to 5 thousand to 2thousand to start the work made me come in two other times because she said maybe the treatment plan changed bit xrays an ct sacns an the doctor said no changes then it was the insuarnce has a waiting period that why the price is that much 2 rep an 1 supervior called on my behave to let them know i have no waitng period i can get the work done, just send over treatment plan an they will let you know what is covered or not, still nothing then sent me a letter saying the insurance company will promise the world an still not pay so she is not going to accept them paying for my treatment

• Initial Complaint

  03/17/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I had an appointment Alpha Excellence Denistry for a free consultation for Dental Implants. A treatment plan was discussed and financial funding was approved for the treatment ($19,000). I never agreed to this treatment nor was it scheduled to be completed, no work was done. I've been trying to resolve this with the ************. The Dentist office says they will return $18,001; its my understanding their charging me $999.00 for the consultation. How is this possible. Nothing was done by the dental office. Please help.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am requesting a copy of my full record. I initiated this request on 5/13/2022. The information provided by alpha dental was not sufficient for my new dentist to proceed with my treatment. This is delaying my ongoing care.

  Business response

  08/25/2022

  I would like to respond to this complaint, the letter she has provided is not dated or signed, If we received it and we did not. One of the staff would have reached out immediately and sent her the form that she could just sign and advise us where she would like the records sent. If we had received this letter by mail, email or fax it would be scanned into her chart it is not. She did email one of the staff and the staff did call her and advise that she would just need to call the *********** same number she calls for everything due to this call was placed when the office was not open. She replied she would call the next evening and never did. I did check the phone log and saw nothing coming from the number we have as *************************, the same number the staff had placed that call. 

  Please ask patient to fill this form out it its entirely we will gladly send her records to any one of her request .

  Customer response

  08/30/2022

  Complaint: ********
  
  I am rejecting this response because: the information they provided is not true but Ive completed and attached the record release form. I will consider this matter resolved once they've provided ****************** will the information they need to follow through with my ongoing care.

  
  

  I look forward to this being resolved.
  
  Regards,
  
  *************************
  

  Business response

  09/02/2022

  Please see the attached which is proof of email sent to the patients requested dentist today. 

• Initial Complaint

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have recently 6/18/2022 been threatened with legal action by alpha dental excellence. On 7/15/2021 I went into their office, and we discussed a treatment plan to have 4 upper crowns. They took my insurance info., left the room and came back with a printed paper saying to me that my copay for this procedure would be $1,484.12. Total fee $2473.52 - $989.40 (Ins. coverage) = My cost at $1,484.12. I paid this amount, and had the procedure done. After some time, I received a letter from Alpha telling me they did not receive enough money, and that they were billing me an additional $533.70. I did research and found out that they raised the quoted price of each crown from $618.38 to $868.00 each. They charged the insurance company an additional $250.00 per tooth! This is not the only issue I have had with them. I went in for a NO copay 6-month cleaning and they took x-rays they should not of and charged me $98.00. I went in for 5 cavities' to be repaired and they only did 3. I paid for 5, and never got a refund or credit. I had resin composites done on 5 lower teeth, and approx. 2 months later all the work was gone, and my teeth looked like they were before I had it done. I have researched "Yelp", "B.B.B" Comments, and have seen that people have filed with the Attorney general. Seems they have a history of taking advantage of folks. I'm sorry but I do not know how to attach the supporting documentations I have. If you inform me on how I can mail them to you, please let me know. Thank you , ************************

  Business response

  07/05/2022

  In reference to the complaint, Unfortunately I do not think he is recalling this correctly. The piece of paper he is speaking of is an ESTIMATE $1484.12 of what his dental plans may cover for the procedures we are doing that day.
  
  This patient is not understanding we can not charge what ever we want these fees are completely contracted by his insurance companies. Because we are in NETWORK The fee, he is speaking of is the Fee from his ***** plan when they pay a fee, WE MUST collect whatever they tell us In the Explanation of Benefits. Please see his Primary denial and the explanation of benefits telling us we MUST charge him $ 868.00 Per crown. It is not that we changed any fees. He has been explained this multiple times. He just wants to argue we are contracted to these fees and in no way can we discount or change them.
  
  This patient has also received these Explanations of benefits from his insurance companies also. We did not charge the insurance an additional $250.00 per unit,
  
  ************ filling appointment the doctor was not comfortable doing these teeth in fillings he was told again they needs crowns. I called him he has so much dental work still needed he wants to pick and choice his dental work. I told him the other two teeth must have crowns the doctor was not comfortable doing what he wanted or demanded I should say I told him we will leave it on the account because he has other work that was scheduled already Patient was fully made aware and agreed to this. I did tell him we could refund his $ 163.38 to his credit card. My note is entered into system on 7-21-21 he was here on 7-15-22.

  Business response

  07/22/2022

  Please see the attached 

  Customer response

  08/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  There was NO attachment to open up on today's e-mail to me??  I could not read any reply from alpha dental 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  As my primary dentist I went in for a procedure that I was informed would take several visits to complete. First procedure was installing a post into my jaw for an implant that would take several weeks to heal then I was to return for a check up and the next steps. During the check up I was informed the dentist who did the first part botched it, was no longer with the company and they had to go in remove the post install a new one and restart the healing and processing. Since the insurance wasn't billed properly and the procedure took longer. The insurance I originally had was no longer valid since I lost my job due to COVID and my new insurance wasn't paying for something that wasn't completed under their plan (makes sense) however my portion of the services were paid for by me and now a year later my debt card is being charged fees that I never agreed to start charging again and no revised contract from the original they obviously isn't valid. This is a case of if the dentist preform malpractice when he installed the post right the first time this matter would have been resolved with the right insurance.

  Business response

  03/07/2022

  March 7, 2022 
  Dear ******* *******: 
  Alpha dental Excellence would like to speak about *********** ******, I did contact ***** and yes, they did a refund of the last payment that was taken out of ***** account. I also advised them to take him out of default immediately it was an insurance under payment that has been rectified. 
  We adjusted off *********** balance and made the patient aware of the ***** refund and his account is now $0.00. 
  *********** first Implant did fail, this sometimes does happen we as soon as the area was ready placed another implant and completed to the crown. The delay in treatment is the reason the insurance issue arose due to the longer than normal time to proceed with the abutment and crown. 
  I also spoke to *********** ****** myself and made him aware of the final changes to his file. 
  *********** is aware of the issue, and I did apologize and rectified the issue 
  Sincerely 
  Cheryl S***** Treatment Director

  Customer response

  03/07/2022

  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a dental cleaning and exam on 08/2020 that lead to a dentist creating a "treatment plan' that encompassed several different procedures. Procedures that included things like fillings, a root canal and a night guard. For clarification, a second treatment plan had been generated since the root canal was added after the initial assessment on that same day. I was charged and made to pay in advance prior to all procedures on the treatment plan being rendered. I did pay that total with a combined usage of a health spending card and a care credit payment card on that same day. I had also used my dental insurance plan to cover some of the costs. Each procedure I had done in that treatment plan was performed by a different dentist than the dentist who comprised my initial treatment plan. It was deemed by one of the dentists actually performing those dentals procedures that some of the work that was ordered was not required in their opinion. Needless to say, those services were not performed. It took months to complete all of the work that had been done on my teeth. Throughout that time, no refund was ever given. Furthermore, I still have not been refunded for the work that was not completed. I have had multiple discussions with the officer manager.  I have been given countless reassurances and excuses as to why I have not been refunded. I have also asked on a couple occasions for the office manager to send me the treatment plan they have on file. I have also asked for clarification on the exact amount owed. That information has never been given as well. Due to the length of time that has passed and the confusion that seemed to be apparent due to a second additional updated treatment plan, I thought I needed to make sure our collective records matched. I still have not received that requested information. With all of my constant follow up, I have only ever received one phone message from them. Resolution is way overdue.

  Business response

  12/01/2021

  I am responding to the complaint made from *******************************. The patient seems very concerned with the fact  that she had not been refunded nor had her records been sent to the facility she had requested. Both of them have been completed. The records were sent on 08/25/2021 to  **************************************** her request on the form was records and nothing more than that and her refund was sent back to the financing company on 11/11/2021. We do have a protocol in place when we do refunds and the refund was written up on 10/21/2021 and then sent back on 11/11/2021. Please let me know if there is anything else I can do. Thank you

*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. ↩