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:05/20/2024

  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.

  Account No: *******; Name: *************.This is about the transaction of making a Partial Denture, back in 07/25/2022. The cost quoted was $2,047 (before applicable insurance cover). See Exhibit 1 & 2. This transaction was disputed and the Round Rock Dentists office agreed, verbally, in early to mid-September, 2022, that the transaction SHALL BE CANCELLED and Refund the partial payment of $656 already made (see Exhibit 3 & 4). This dental office did not correspond anything in writing, despite my repeated written requests on their patient portal. I thought the issue was settled when I received the refund check in early October 2022 (see Exhibit 4). Eighteen (18) months later, I received a collection notice from TekCollect, dated 04/04/2024, asking for an outstanding debt of $568.18. They did not provide any document to substantiate such claim. I called both Smile Generation and the dental office a couple of time. The office manager at the dental office agreed, verbally, on 05/01/2024, that no outstanding balance should be on the account, and agreed to adjust the account accordingly. As of today, my account still show a balance of $568.18, instead of $0 (see Exhibit 5). The transaction at issue is still on my account. This dental office's accounting and business practice is very questionable, and does not appear to be in good faith. No written explanation ever given.Resolution: (1) REMOVE all invalid transactions and ADJUST the account balance to zero, and (2) STOP collection activity.

• Initial Complaint

  Date:07/14/2022

  Type:Sales and Advertising 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 services on 2/4/2022 and paid the full estimated amount of $1,125. After receiving the explanation of benefits from MetLife, the patient portion was $966.50. Met life is an in-network provider with Round Rock Dentists. Therefore they have a contractual obligation to follow the remittance from MetLife. I overpaid by $158.50. I spoke with the office manager, ***** on several different occasions about this matter over the phone and in person. She will not refund the over-payment and Round Rock Dentist is not honoring their contractual obligation with MetLife to go by the claim remittance.