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:06/28/2023

  Type:Customer Service 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.

  Around 5/9/23 I noticed a new dental office on Butler Road, so I stopped in to see if they accepted my insurance and they looked up my dental plan and my husband employer and they stated yes they do accept our insurance and scheduled an appointment for both of us to have a cleaning on 5/23/23 which is always covered 100% by insurance. They stated that I needed a special cleaning for severe gingiva inflammatio. I told them that I have not had any bleeding or problems with my gums so I just wanted a regular cleaning but if the check to see if my insurance covers it, they can proceed. They went to contact my insurance and said yes it is covered. Now I have received a bill for $151.00 stating that I have to pay the difference. They did not tell me they were not in our network until 6/8/23. I figured since I was told they accepted my insurance and since they were new they had not been posted on my network listing yet. They proceeded to tell me that they are noncontractile after the fact. They should have told me upfront when I asked them if they accepted our insurance. They did the same thing with my husband and told him he would have to pay $145.00 for a different procedure but when he went for the appointment, afterwards they charged him $215.00 and he has received another bill for $105.60 so we cancelled our future appointments because they were not up front with us when we went in for our initial appointment. We feel that since they were not upfront then they should accept what the insurance paid out on the claims and not charge us the additional amount. Now that we know that they are not in our network, we will not be using them anymore. Their service was good but they need to let prospective customer know they are noncontractile since they are a new practice. And when someone ask do they accept their insurance and they say yes, they also need to let them know that they are noncontractile. We have not paid the balance and hope not to receive any more invoices.