Complaints

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife and I have three special needs adult children. Two will need sedation to undergo a deep teeth cleaning. Our PCP recommended Believe Dental because they specialize in special needs dentistry and they accept ********* which most people with special needs have. I set up an appointment for my 20 year old daughter for December 5, 2023. They understood at the time I set the appointment up that my daughter is special needs, will need sedation, and has ********. We completed the initial checkup on December 5, 2023. They did X-rays, and requested medical records from her PCP. This appointment required about six hours of our time. That includes the time it took to drive there, wait time, time for checkup and X-rays, and time to drive home. Plus of course time in requesting medical records to be sent from her PCP to Believe Dental. After this, they were supposed to get back with us to schedule for the deep cleaning. However, they never did. I called them several times before they called to schedule her deep cleaning. The very day we were scheduled to bring our other two adult children for their initial checkups (January 9, 2024), they called to schedule the deep cleaning of our first child. Then I was told we will need $700 cash for the anesthesiologist. I asked why because she has ********. Then I was told, starting January 1, 2024, their anesthesiologist no longer accepts ********. The problem I have with them is that they knew and failed to inform us of this information when scheduling the first initial checkup. If they were honest with us and communicated this important information, I would have not made the initial appointment because it would be a waste of time. They profited off of us by misleading us to believe our daughter could get her teeth deep cleaned and be fully paid for by ********. This is dishonest and they should make it right by either finding another anesthesiologist that accepts ********. or pay for it themselves.

  Business response

  01/12/2024

  I have responded via email to Mr. **** and I'm hoping he'll let me give him a call over the phone. I understand his frustrations and the immense challenges and what he wants and desires. We want to help and have let him know that we want to help. Unfortunately we have limited options for ******** anesthesia coverage. As of a couple weeks ago, we no longer know of a single anesthesiologist in the state of Texas who is willing to accept ******** fees for dental services, but we are still looking and putting all of our efforts into solving this problems for the individuals and families we serve. 

  Customer response

  01/24/2024

  
  Better Business Bureau:
  
  I have mixed feelings on this as there seems to be a disconnect between the owner and his staff. The owner told me by email that they will accept our ******************** once our deductible is met. After our deductible was met, I called to schedule the deep cleaning. However, his staff person was rude to me and acted like she didn’t know what I was talking about and  said they don’t accept any insurance. The owner looked into it. Now they say they do accept the insurance, but I need to meet the out of network deductible. We should do that in another month or two.  I will contact them at that time. Hopefully, we won’t have any more issues. I feel the owner is trying but he doesn’t have the best of staff, at least when it comes to customer service. Their communication skills are subpar. At this time I will close the complaint and seriously hope to resolve this. Perhaps, they can use this complaint as a lessons learned.

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   

  
  

*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. ↩