Complaints

This profile includes complaints for Alpha Dental Excellence's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alpha Dental Excellence

  240 Middletown Blvd Ste 100 Suite 100 Langhorne, PA 19047-1832

• 

  Alpha Dental Excellence

  1640 Powderhorn Dr Newtown, PA 18940-9432

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:10/11/2023

  Type:Billing 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.

  I had services for a treatment plan with Alpha Dental Excellence, and I never got the full treatment only partial. I have reached out to them to refund the cost of the services I did not receive, to ************** They agreed to issue the refund to the bank to me over the phone, however I am still getting charged the full service by the bank as the care provider failed to issue the refund to them. the bank confirmed that they got no request or refund from the provider.coincidently enough, this specific location is being sued for not informing patients of their rights, and misleading their patients to take out exuberant loans.

  Business Response

  Date: 11/08/2023

  I would like to apologize, I have been out with some medical issues since November 1 2023. I returned today November 8 ,2023 and the first thing I did was process ******* refund of the $ 3053.00 of the original loan that ******* had begun his dental treatment and could not finish due to changes in his dental insurance financial world.  I did assure him and I did explain to ******* when he first called that we do need to process a audit on the account checking for all insurance monies are received and all charge outs are correct patient seemed to fully understand this,  and I also explained on the same call this all monies do go back to the originator of the loan Care credit and it can take up to four to six weeks he waited till the news paper published some very not so nice things about Alpha Dental Excellence, that we were never even given the chance to respond too, and filed this complaint. I had assured him once we do the refund process the monies would be returned and it would have been but unfortunately I had taken sick and was not able to return to work till today. His refund  was fully completed and would have returned on November 1,2023 and then we received notice of this  complaint and the statement about this is the company being sued for false billing and loan issues could not be further from the truth. He was handled with the utmost respect when he called. I just feel he did not need to file this complaint he could have called me, any given day. He had my name and my email. He choice to take this path. I have included the refund sheets from care credit attached above. I wanted to explain our side and make sure that my apology for being taken out of work suddenly did not tarnish our relationship with the B.B.B.

• Initial Complaint

  Date:06/23/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  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

  Date:03/17/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  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

  Date:08/22/2022

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 09/02/2022

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

• Initial Complaint

  Date:06/29/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  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

  Date: 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

  Date: 07/22/2022

  Please see the attached 

  Customer Answer

  Date: 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,
  
  ****** ****