Complaints

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 26 2023 I visited TD&I I met staff and Dr ******** was seated in dental chair and never moved from that chair Dr *** and at least 3-4 dental assistants we discussed types of issues dentures and implantes I was overwhelmed but I agreed to top proper fitting dentures and snap in dentures for the bottom I had explained to Dr *** my upper two middle teeth bucked outward that's why I had all the teeth removed I agreed to Start May 16 2023. On April 26 the financial person came in the room talking to me asking how I would pay for it $5296.and a balance of 394.left that I could pay out monthly.The office recieved ******* from a third party ****** ask if I could pay $122 or ***** a month to pay this off I chose the lesser to fit my budget I let her know I had care credit card and said I have a $5000.limit and had a ****** charge on the card now I am thinking ***** she takes off with my card went in her office sign me up for a promotion offer unauthorized and unknown to me she comes back to the dental room where I sat and said they approved it and I asked how and she said you have good credit.In May the dental assistant took impressions of my crooked teeth and made my permanent denture I went back for liners to fit my swollen gums now that they have healed my top dentures are bucked out don't fit I cut my tongue and it bleeds so I can't use them.My bottom dentures are s**** in I have two post sticks up I am currently disputing the plan ****** chose.Now she tells me their office policie states my balance has to be paid off I can't see the doctor and directs the family owned business personal to her.I am not allowed in the office to try to fix the dentures problem since I am disputing unauthorized charges she has control of the office.She denies any wrong doing.She sent a statement to the card company in an attempt to cover up her unauthorized transaction and I didn't find out until I got a bill in June.Submitted a completely different false story to cover her actions

  Business response

  03/12/2024

  We are delighted to state that this issue has been resolved with the patient directly.

  Customer response

  03/13/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/30/2023 I paid this practice $3000 in advance of services pending insurance being filed. This practice has filed to my primary insurance provider only but not my secondary. I have had numerous contact with them and have been promised over and over that it would be resolved. It has now been approximately 90 days they have had to file on my secondary insurance and they have yet to do so.

  Business response

  10/24/2023

  We acknowledge and respect the patients desire to understand the insurance process. When dental insurance, or any insurance for that matter, is utilized, a company is at the mercy of the insurance provider and their timeline for which they choose to handle a claim. 
  
  In situations where a patient has both primary and secondary insurances that they wish to utilize, the process becomes lengthier, as we are required to wait for the primary insurance carrier to completely process and close a claim before we are allowed to submit the remaining portion to the secondary carrier. This process is explained to our patients due to the complexity and uniqueness of the process. 
  
  In regard to this specific patient, we are happy to provide time-stamped documentation that reflects our diligence in submitting the proper documentation in a timely manner. 
  
  We have recently tried multiple times to reach out to the patient to explain this process again, as well as provide an update, with no luck in him answering us or calling us back. 
  
  As a family-owned and operated business, we care deeply about our patients, and we work diligently to ensure they have the best possible experience at our office. Unfortunately, insurance is a facet of the experience that were unable to control, but we can confirm that our team works meticulously and thoroughly to provide the insurance companies with all the information they require at the time in which they require it. 

  Customer response

  10/27/2023

  I am rejecting this response because:   This practice filed my primary insurance on July 1, and received a payment on July 7 for *******, and then they received a second payment from my primary insurance company on August 4 for 608.00.  I was then promised that they had filed the claim with my secondary insurance provider and to give it 30 days for processing, which I was asked to allow until September 27.  When that date came and went without my secondary insurer receiving a claim I began reaching out for an answer and was given the run around.  They finally filed the claim on October 17, and it is currently pending.  This should have been completed much sooner.  This delay is holding back money from me from my over payment.  With just my primary insurance there is an overpayment of 1602.20.  Once this secondary claim is fully processed I expect prompt payment from this practice and additional compensation for my time.

  Business response

  11/02/2023

  Our office is able to provide documentation, along with recorded phone calls, to the patient that support the information we shared in our original response. Due to HIPAA regulations, we are unable to provide any further detail within this platform.

*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. ↩