ComplaintsforBright Smiles Dental

• Initial Complaint

  05/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have had billing issues with Bright Smiles for several years. The latest is from the summer of 2022 when I had a dental cleaning. Bright Smiles not only billed for the cleaning but billed my insurance for xrays they never took. I went back 6 months later for routine cleaning and they took xrays at that time. I have advised Bright Smiles of their error several times. All they do is keep sending invoices requesting payment. I have called and written multiple times yet still no resolution. The problem is never fixed, they just keep sending the bill. Due to constant billing problems, my family and I have moved to another dental provider.

  Business response

  05/26/2023

  Hello, 

  The charges/balance remaining on the patients account is accurate. I have attached the *** (explanation of benefits) directly from the patients insurance that reflects the patient does in fact owe that balance to the office. We have discussed the patients insurance coverage with him and his wife before, and they were both aware of their benefit coverage for x-rays being 70% prior to our office taking them. Our office did take x-rays and billed his insurance for those x-rays on 12/28/2022, and would be happy to provide a copy of those if needed. 

   

  Please let ** know if there is anything else needed on our end regarding this matter. 

  Thank you, 

  Bright Smiles Dental

   

  Customer response

  05/29/2023

  Better Business Bureau:
  
  On June 22, 2022, Bright Smiles billed for x-rays: bitewings, 4.  They did not do any x-rays on June 22, 2022, it was only a cleaning.

  I have previously requested confirmation where they have reimbursed my insurance company for the overbilling.   They refused to provide the confirmation. 

  On December 28, 2022, they were only authorized to take bitewing images/x-rays.  I have clearly instructed Bright Smiles Dental on my account, not to take any x-rays that are not paid 100% by my policy.  My insurance coverage pays 100% of bitewing x-rays taken once a year.  

  If this is not resolved by Bright Smiles Dental, by June 2, 2023, I will be making a formal complaint to the ******** ********** of ********* for what I believe is a fraudulent act when they billed for services that they did not perform.  

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  Business response

  05/30/2023

  Hello: 

  Included with this message is a PDF of the account history for ****** on the date of service that is in question, 06.22.2022. The portion highlighted in pink shows where our claims department received a request from the office to submit a corrected claim to Metlife ********* Insurance provider) due to the fact that x-rays were in fact not taken on that day. The portion highlighted in orange shows where the claim was resubmitted on 06.23.2022; the office only charged  ******'s insurance for the cleaning and exam done by the doctor on 6.22.2022. ******'s insurance did receive and process the corrected claim and paid their portion to Bright Smiles, leaving no patient balance for the 06.22.2022 date of service. 

  The portion highlighted in green shows the current balance due immediately to the office from the patient; for the x-rays taken on 12.28.2022. 

  We will gladly provide any other information needed by the patient to help him understand where the $43 balance is coming from.

  Thank you.

  Customer response

  05/30/2023

  Better Business Bureau:
  
  I see that my medical plan paid for 4 bitewing images at 100% paid by my dental insurance.  If they chose to do extra x-rays, it is on them.  I did not authorize or approve any additional x-rays.  I have clearly stated to the dentist office and I have requested that it be noted in my account numerous times, that no x-rays are to be taken unless they are 100% covered by my dental insurance policy.  The reason that they did not take x-rays on June 22, 2023, is that I refused to have any x-rays taken because there was still an outstanding problem with a previous x-ray that was taken at an earlier visit.  That issue did not get resolved until the dentist got personally involved.  

  I did not authorize any additional x-rays other than the 4 bitewings that are done once a year and paid 100% by my dental insurance policy.  I am not going to pay for something that I did not authorize.  Based on principle, I would rather go to court, subpoena ****************** to court, and also the dental hygienist who allegedly took the extra x-rays.

  This is has been an ongoing problem with this dentist office.  

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• Initial Complaint

  08/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Since December of 2021 Bright Smiles has issued an invoice to me ( For my wife and children) for $1.192.84. Upon first learning of the charge in December, I researched the charges and matched them to my EOB's. When compared to my EOB's, I couldn't find any outstanding charges. I contacted their billing department several times in ****************** to compare notes and resolve the outstanding charge. They never returned my call. Fast forward to May 2022, They send me another invoice for $1192.84, BTW there's no reference to any services, just an invoice for $1192.84. This time I drive to the their office and explain to their receptionist that their billing department is not calling me back to review the charges. She said she would have someone call me, no one ever called me. June 29th, they send me another invoice for the same amount. I feel I have made every attempt to settle this dispute. I have an outstanding credit rating and I have the means to settle, if I legitimately owe the $1192.84. I can not and will not pay an invoice without knowing what services were rendered. Please help me settle this dispute because they're not making any attempt to help me. Thank you!

  Customer response

  08/30/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have been contacted by Bright Smiles Dental regarding complaint ID ********. However, the billing agent refused to talk to me or give me any details regarding the outstanding charges. Then she hung up on me. 
  
  Regards,
  
  ***************************
  

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