Complaints

This profile includes complaints for Renova Smiles's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Renova Smiles has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Renova Smiles

  3701 S George Mason Dr Unit C7n Falls Church, VA 22041-4722

  
• 

  Renova Smiles

  9380 Forestwood Ln Ste E Manassas, VA 20110-4735

  
• 

  Renova Smiles

  5115 Franconia Rd Ste D Alexandria, VA 22310-1903

  
• 

  Renova Smiles

  14007 Minnieville Rd Dale City, VA 22193-2310

  
• 

  Renova Smiles

  2719 Washington Blvd Arlington, VA 22201-1942

  

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:11/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  They made me a night guard top(attached) and bottom retainer(attached) and gave them to me on 08/28/2023. After using it a few times (in less than a month) it cracked. I went back on 09/18/2023 and they decided to send it to the lab again without giving me any options. The night guard and retainer were supposed to keep my teeth safe from grinding and keep my teeth in place and now does not serve its purpose. Before sending it back, the dentist told me she does not know what can be done and did not give me any options. It sounded like they did not know what they were doing. I called a few days following the appointment and told them I wanted my money back. They said over emails (attached) that they will pay me $486.40 because they made a new pair already (without my consent). I do not trust their work and would like a full refund of what I paid ($786.40).

  Additional Information Submitted 12/1/23

  I am pursuing a resolution that is fair and just, with a primary preference for a full refund for the night guard and retainer purchased for $786.40 with two payments of $393.20 on 08/08/2023 and 08/28/2023. I am open to considering a compromise and accepting the previously offered partial refund of $486.40 to expedite the process, recognizing the need for a swift resolution after experiencing prolonged delays. 
  
  I am grateful for your help and if there is any additional information you need please let me know.

  

  Business Response

  Date: 12/07/2023

  The consumer was diagnosed with bruxism and thus was prescribed a night guard and retainers on 05/02/2023. Per the dentists notes, he is considered to be a heavy bruxer meaning he suffers from a more than abnormal grinding of his teeth. 3 months after his diagnosis he returned to go through with the night guard and retainers. Despite the delay, we honored the original quoted price given on 05/02/2023. 

  A mold was made and sent to the lab for production on 08/08/2023. The consumer returned as scheduled to take possession of the night guard and retainers on 8/28/2023. Being satisfied with the fit and look of the product he took ownership of the products. 

  On 09/18/2023 he returned to the office after complaints of scratches and a crack on the product. Having answered a multitude of questions (see doctors notes attached), we proceeded to take a new mouth scan and sent a request to remake the night guard at no cost and use the strongest plastic available as well as additional material to increase thickness/hardness to counter the heavy bruxism (grinding) of the consumer (see attached lab slip and dentist notes noting the consumer is a heavy bruxer). Although not happy with the night guard, he was content with the retainers and according to the dentist notes (attached) he left in good spirits. 

  The consumer then emailed the practice on 09/25/2023 requesting a full refund. Upon speaking with him he noted that he really needs that money and that he could use that money for other needs. We offered what we believed to be a mutually beneficial resolution which included a partial refund (charging only for the external labs fees) The refund offer was for $486.40 which he declined opting instead to open a credit card chargeback inquiry. The point of sales system ruled in our favor at which point the consumer agreed to the partial refund. However, at the same time he appealed the point of the sales systems decision opening up the possibility of a double refund. We communicated our intent to provide him the refund once the appeal process closed and a final decision was made by the arbitrating parties. We are ready to expedite the refund process if the consumer removes the credit card chargeback appeal.

  We wholeheartedly believe that the true nature of his dispute is not related to the original defects but rather a change of heart about the purchase since an improved replacement was offered at no cost. We believe we went at length to ensure his satisfaction and we have invested time and materials which should be compensated for accordingly.

  Additional notes:  In response to the email documentation submitted by the consumer  there is a point of clarification in regards to the clinics statement that the practice did not communicate with him. The email communication lacks context spoken by phone which adds that while the dentist did not directly speak with the consumer, the administrative staff did so and explained all necessary information since the warranty is an administrative matter as opposed to a clinical one. 
  

  Customer Answer

  Date: 12/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Dear BBB,
  
  I'd like to clarify and address several points that seem to be misrepresented or misunderstood in their response.
  
  My primary concern lies with the product's quality rather than the diagnosis. If the clinic did not feel adequately qualified to address my condition, it would have been more appropriate to advise seeking specialized care elsewhere.
  
  Additionally, the issues I raised were related to the night guard's structural integrity, not its fit or appearance. The dentist was confused after seeing the cracks. The dentist said she did not know what can be done. After I went home, I thought about what the dentist said and decided not to pursue with them. As, the fact that it cracked within a month raises concerns about the quality of the product.
  
  On the contrary to the notes provided, I was dissatisfied with both the night guard and retainers. As the retainer, too, exhibited quality issues.
  
  My expectation from a medical facility is a focus on patient well-being. However, my experience felt more centered around financial considerations. The administrative staff provided me with no alternative options, and the lack of transparency regarding the issues I faced was disconcerting.
  
  As far as getting a double refund. I do not know what they are talking about. Renova Smiles constantly likes to delegitimize my case by smearing my character. I never asked for more than what I paid and did not start with BBB until I was unsuccessful with the credit card company due to their legal limitations. Renova Smiles Regional Manager has sent me private emails after BBB contacted Renova Smiles, instructing me what to do. I do not plan on doing anything before Renova Smiles provides me the minimum refund of $486.40 which they agreed because I do not trust them. I prefer to proceed through the BBB, allowing an impartial third party to assess the situation.
  
  Sincerely,
  
  *******************************
  
  Regards,
  
  ******************************

  

  Business Response

  Date: 12/12/2023

  In response to the consumer's answer-- We understand his concern with the quality of the original product. The practice is certified, qualified, and experienced in treating his condition (thus the diagnosis). There is no clinical method to predict in advance how strongly a person will grind against a product until it happens. We are a patient-centered practice, and remaking the product with added material at no cost to the consumer, but at a cost to the practice was proof we acted in his best interest, and with his long term oral health in mind since the guard is meant to prevent future conditions. 

  To clarify, we agree that the consumer is not seeking more compensation than what he originally paid. To simplify, he initiated a chargeback. That chargeback request resulted in our Point Of Sales system (POS) merchant to open a charge dispute. The POS ruled in our favor at which point the consumer is not eligible for any refund. At that point, the consumer then agreed to the originally offered partial discount. However, he also filed an appeal / request for arbitration. By doing so, a new dispute is actively open which prevents us from releasing the partial refund (due to the possibility of a ruling that may then result in a double refund). 
  
  To finalize, we remain willing to provide the consumer a partial refund if the following condition is met: we ask that he cancels the arbitration request with the POS. Otherwise, we are forced to wait for the results of the arbitration. We believe the partial refund is the mutually beneficial step forward. 

  Customer Answer

  Date: 12/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Despite Renova Smiles' emphasis on their qualifications, the fact remains that the initial night guard and retainer exhibited structural issues within a month. The confusion expressed by the dentist during my visit and the lack of transparent communication about the issues were disconcerting. A patient-centered approach especially related to medical issues involves clear communication and addressing concerns in addition to laying out options for the patient/consumer. 

  To clarify, I initiated communication with my credit card company due to distrust, not as a chargeback. There is no evidence of a chargeback, and my agreement to the partial refund was a result of the credit card dispute ruling in Renova Smiles' favor, not a chargeback. That dispute was closed on November 24th ("Attachment 1"). On November 24th, I contacted Renova Smiles to proceed with my refund of 486.40 ("Attachment 2"). They responded with "Attachment 3" on November 28th saying that they could not refund me 486.40 due to the balance dispute not being finalized (when it was actually closed on November 24th). I did not hear anything from them until December 7th ("Attachment 4"), after they received an arbitration from BBB on December 6th.
  
  Their proposal to release the partial refund is welcomed, but their insistence on canceling the arbitration request with the POS is unwarranted. I have no control over their internal systems, and my preference is to proceed through the BBB for a fair and impartial resolution. I am open to resolving this matter promptly and fairly.
  
  Considering there is no chargeback initiated on my part, I request Renova Smiles to proceed with the agreed-upon partial refund of $486.40 without any further delay.
  

  Regards,
  
  *******************************

  

  Business Response

  Date: 12/20/2023

  After some considerate amount of time looking into the matter, we have received more information from the Point Of Sales system. Although the chargeback dispute was ruled in our favor, the case is currently under review and awaiting a final decision by ********. More specifically, this is not a RenovaSmiles internal process, nor a Point Of Sales system process. The expected timeline is 30 days from the chargeback decision. Provided ******** releases a decision timely, we will move forward with the partial refund immediately after confirmation. 
  
  

  Customer Answer

  Date: 12/31/2023

  I am rejecting the response because: 
  
  I am continuously surprised by Renova Smiles abdication of responsibility and placement of blame onto their costumers or other entities like ********. In addition, they continuously include me in their internal financial matters. If it were true they are waiting for ******** card to finalize a decision that had been decided on 11/24/2023(see attached) then the ****** should have been transferred by now. The decision was made by ******** already, more than 30-days ago. I was hoping that I would not have to continuously hold Renova Smiles accountable for the statements they fail to follow through on. Since I first emailed them on 09/25/2023, I have lost more and more trust with Renova Smiles. They stated they would fulfill their agreement by the 30-day **** but even this seems to be an issue for Renova smiles because as of 12/30/2023(more than 30 days after ******** decided in their favor), I have not received my reimbursement of ******. Renova smiles seems to respond only by being held accountable by an entity with authority, as they seem to lack suitable respect for me as a costumer. This is shown by their lack of concern to follow through on their guarantees. They did the bare minimum initially with my mouth guards and did not make me feel safe to put my faith into them to correct their mistake. Now, they want to hold me accountable for the whole payment and when I graciously agreed to partial reimbursement, even though I need full reimbursement, they string me along and after not hearing from them force me to contact BBB. 
  
  Renova Smiles continues to make excuses and blame me for their lack of communication within their organization. I sincerely hope that they pay me before any further action becomes necessary.

  Customer Answer

  Date: 01/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  Date Sent: 12/31/2023 3:49:14 PM
  
  I am rejecting the response because: 
  
  I am continuously surprised by Renova Smile’s abdication of responsibility and placement of blame onto their costumers or other entities like ********. In addition, they continuously include me in their internal financial matters. If it were true they are waiting for ******** card to “finalize” a decision that had been decided on 11/24/2023(see attached) then the 486.40 should have been transferred by now. The decision was made by ******** already, more than 30-days ago. I was hoping that I would not have to continuously hold Renova Smiles accountable for the statements they fail to follow through on. Since I first emailed them on 09/25/2023, I have lost more and more trust with Renova Smiles. They stated they would fulfill their agreement by the 30-day mark but even this seems to be an issue for Renova smiles because as of 12/30/2023(more than 30 days after ******** decided in their favor), I have not received my reimbursement of 486.40. Renova smiles seems to respond only by being held accountable by an entity with authority, as they seem to lack suitable respect for me as a costumer. This is shown by their lack of concern to follow through on their guarantees. They did the bare minimum initially with my mouth guards and did not make me feel safe to put my faith into them to correct their mistake. Now, they want to hold me accountable for the whole payment and when I graciously agreed to partial reimbursement, even though I need full reimbursement, they string me along and after not hearing from them force me to contact BBB. 
  
  Renova Smiles continues to make excuses and blame me for their lack of communication within their organization. I sincerely hope that they pay me before any further action becomes necessary.
  
  
  Regards,
  
  
  
  **** ***********

  

  Business Response

  Date: 01/11/2024

  We have attached the pre-arbitration notice received by RenovaSmiles. The notice clearly states that pre-arbitrations are initiated by the consumer’s bank. As long as these amounts are under review and a final decision is made by the consumer’s credit issuer (********), the practice is at double jeopardy if we provide the refund before the final decision is made. We offered the consumer the partial refund before the dispute process began and we continue to express willingness to provide the refund as long as a final decision is communicated to us. As of today 1/11/2024 we have not received an answer from ******** in regards to the final decision. We have attached the current status provided to us by our merchant services in which the case indeed appears closed (with the merchant services) but still under review (by ********). We are willing to provide the consumer with all reference numbers and case numbers for him to verify this information with his credit issuer. 
  

  Customer Answer

  Date: 01/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  The latest dates on your attachments provided is 11/13/23. I have attached a document that shows when the dispute was closed on 11/24/23. I've verified with ******** that the case is closed, see attached. Any apprehensions on 'double jeopardy' should be dealt with on your end. I expect a prompt resolution or will be forced to escalate this matter.
  
  
  
  Regards,
  
  
  
  **** ***********

  

  Business Response

  Date: 01/24/2024

  We have invested considerable time and effort to attempt to get confirmation that the case has been closed or a final ruling has been made. While we understand that on the consumer’s side the case appears to be closed, we have not received additional correspondence reflecting it. We have contacted merchant services to verify the current status and it appears as under review for them as well. Going further as to expedite the refund, we reviewed amounts deposited to our account. The total amount frozen as a result of the dispute has not been released by the consumer’s credit issuer (********). Considerable resources have been spent attempting to resolve this matter. As a last resort, we are willing to participate in a three-way call with the consumer and ******** so that they clarify the dispute status and release funds (to the appropriate party). 
  
  

  Customer Answer

  Date: 02/01/2024

  Dear Better Business Bureau,
  

  
  I trust this message finds you well. I am writing to seek your assistance in investigating Renova Smiles' recent claims of account freezes, which they cite as a reason for non-payment. On February 1st, I contacted ******** credit card, and their representative confirmed that they do not have a policy of freezing accounts.

  Regards, 

  **** ***********

  Customer Answer

  Date: 02/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  On February 1st, I reached out to ******** and conversed with a representative. Based on their feedback, they do not implement an account freezing policy. As a result, I am uncertain about the particulars you raised.
  
  For additional clarity, I recommend validating the information with the institution where the funds were deposited. It is disheartening that your business consistently subjects consumers to such challenges. 
  
  
  Regards,
  
  
  
  **** ***********
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/14/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 found RenovaSmiles as a preferred provider on my insurer's (**************) portal. They are in-network, and my provider covers 100% of preventative care (including x-rays, cleanings and oral exams) and 80% of basic/major care). This is the first cleaning I have ever had where insurance did not cover 100% of the cost, and I was billed $177.80 out of pocket, in addition to $243.20 paid by insurance. After receiving my explanation of benefits from my insurer, the 'Patient's Responsibility' total came to only $38.80. The additional $140 I paid was never submitted to insurance, and after contacting the business I was told this is because these are internal billing codes that won't be accepted by insurance. They are made up codes employed by the practice and used to double dip, billing both insurance and the patient separately. Attempts to resolve this with the business were unsucessful.

  

  Business Response

  Date: 11/30/2023

  The consumer was first seen on 10/10/23, Then on 10/24/23, and finally on 10/31/23 (not included in the complaint). The consumer was indeed presented with a treatment plan estimate for services totaling $177.80. We would like to highlight that each treatment plan clearly states that we are providing prices as an estimate. This is due to various reasons including but not limited to the fact that insurance coverage does not guarantee exact payment by the insurance, and as the third party the practice calculates estimated insurance payments based on the latest information received from the consumer’s insurance. Before any service is rendered, the consumer is presented with the estimate, and must sign and agree to receive them. We are providing the signed treatment estimate (also provided by the consumer). In regards to the statement of “double dipping” by coding, it is important to note and to clarify that the practice bills services known to be covered to the insurance using industry standard coding (ADA coding) and the in-house coding mentioned by the consumer is strictly for tracking purposes of services known not to be covered by insurance. These services do not have standard ADA codes assigned and therefore cannot be billed to insurances. These services are always reflected in the estimate as out of pocket charges under the patient responsibility column. Therefore the total patient responsibility will indeed be higher than the amounts noted in the consumer’s explanation of benefits (EOB) provided by the insurance. 

  We recognize the complexity of insurance coverage and benefits breakdowns and are willing to adjust the consumers account in the amount of $54. This includes adjustments to two non-insurance covered services and a courtesy adjustment honoring the insurance contracted amount for one service. Ultimately, we would like the consumer to have the best experience possible while ensuring the practice is compensated accordingly for time, materials, and services provided. While we understand we did not meet the consumer's expectations, we hope this show of good faith is a step forward. 

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  I'd like to close the complaint. I do not require any payment from the business.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/19/2023

  Type:Order Issues
  Status:

  AnsweredMore 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 am upset that ReNova Smiles left a "file" in tooth #3 during an earlier routine root canal. On a separate matter I need a receding gum issue on one of my front teeth and got referred out to another dentist to have this work done which was perfectly fair. However, the receding gum dentist later told me there was a problem with tooth #3 and referred me to another dentist to have an evaluation done. The evaluation came back stating that there is a "Broken file in Palatal root". Tooth #3 later had to be extracted due to infection. Tooth #3 was then extracted by ReNova Smiles; I had an insert done on tooth #** which as fair as far as I know the implant this implant has gone well and a bill was paid on that tooth insert which is perfectly fair. But I don't see why a bill was generated to pay for the extraction of tooth #3 (this bill was paid too). I believe the bill for extracting tooth #3 should be refunded. In a brief conversation with a **. ********************** I spoke to him about this and he told me that: (1) the file was in tooth #3; and (2) he does not "handle money issues".

  

  Business Response

  Date: 06/21/2023

  To whom it may concern:

  We greatly appreciate the Better Business Bureau reaching out to us regarding the opportunity to respond to this complaint.
  
  We sincerely believe that ************ may be confused. He visited our practice on an emergency basis on 06/12/2023 with a pre-existing broken file (x-rays enclosed). Caring Dental referred *** **** to us for the extraction of tooth #3. On the same day, at his insistence that the services were going to be paid by his church (***************** Church), we fulfilled his request for the extraction of tooth #3, along with a bone graft and membrane, as well as the placement of an implant on tooth #**. It is important to note that we did not perform any root canal treatment or provide any treatment related to tooth #3. Therefore, we are perplexed by his request for a refund, as he should inquire about his root canal procedure with the practitioner who performed it.
  
  Enclosed, you will find the x-ray and clinical notes from the date of service, 06/12/2023.
  
  Please do not hesitate to contact us if you have any further concerns.

  Sincerely,

  ***********************

  RenovaSmiles General Manager

• Initial Complaint

  Date:11/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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 have been asking for a year to be provided a summary of charges that are both insurance covered and paid in full by my family. Each time I am told I will receive it but all I have received to date is one dental visit of charges. My insurance company has informed me repeatedly I was mischarged and they owe me money. However, they will not provide documentation or correct the issue.

  

  Business Response

  Date: 11/18/2022

  November 18th, 2022

  Dear ******: 

  Thank you for contacting me regarding this patient's complaint to the BBB, and for giving us the opportunity to explain our side. **** ****** ***** became a patient on 04/26/2021 and added her family members ****** ***** on 06/08/2021 and ********* ***** on 12/10/2021. 

  1. ****** ***** history: Patient brought ****** insurance card. Eligibility was verified with ****** 
  DOS 04/16/2021: Total charges $225.00. Insurance payment was $189.00 and per insurance, the patient was responsible for $25.00 of which **** ***** paid $5.00 on date of service, leaving a balance of $20.00. See Explanation of benefits attached. Treatment recommended consisted of a filling on tooth #** (patient had a chipped filling already, doctor explained patient filling might not last and might come out again if she bites on it). 
  
  DOS 04/23/2021: Patient decided to proceed with the filling on tooth # **. Total charges $131. Insurance breakdown: Insurance payment of $102.00 and the patient's responsibility was $29.00. Patient paid $53.00 ending up having a credit of $4.00. See Explanation of benefits attached. It was stressed to the patient the filling may fall off again due to the location and her bite. DOS 05/07/2021: **** ***** returned with a complaint the filling came out, the doctor redid the filling at no charge to the patient neither to the insurance and explained again about the risk of the filling coming out again due to the location and her bite. **** ***** was thoroughly explained the reason why her original filling fell off, and the risks of continuing to try to fill the tooth in a location where it would likely chip or fall off. 

  DOS 07/05/2021: After 2 months she returned with the same complaint - the filling came out. Charges for an emergency exam were sent to her insurance with a total of $85.00, we received no payment from her insurance and as a courtesy to her we adjusted her account the amount of $81.00, leaving her with a balance of $0.00. Her filling was redone at no charge to her or her insurance for the second time. Patient was rude to the doctor, refused to take xrays and didn't want to hear the doctor's recommendation and diagnosis cutting the conversation rudely. 

  She was explained about her grinding habit, having to use her front teeth to chew, the location of the filling as the reason her filling has come out multiple times, even though it had been done various times by numerous providers inside and outside of our practice. She stood up after the filling was done stating she's not a grinder. 

  DOS 07/31/2021: **** ***** returned again with the same filling off. This appointment she was seen by Dr B*******. Dr. B******* explained that this filling would not last due to the location, and that he did not recommend re-doing it. Dr B******* redid the filling at no charge, and performed enamelplasty of her adjacent teeth at her request. **** ***** was charged nothing 
  for this visit. 

  On 10/28/2021 We called **** ***** as a courtesy to let her know her dental insurance was terminated, she mentioned, "I think I have ****** **********, " we asked her if she has her insurance card with her to give us her ID and the phone number to verify her benefits before the appointment, she rudely stated, "I can't locate my insurance card, I'll bring it tomorrow". We tried to located her policy under her SSN and demographic information with ****** ********** Insurance and could not find her. 

  DOS 10/29/2021, **** ***** checked in with an attitude implying we needed to know her insurance and she's not terminated. We were able to pull up her information with ****** ********** insurance and explained she was terminated as of 08/15/2021 (see attachment). We gave her a copy of the information, which she refused to see, screaming she has an active policy and yelling that it is our responsibility to know her insurance. I personally explained to her that insurances don't notify us when a patient is terminated, it is the patient's responsibility to check with their employers about any changes on their policies. We offered her a previous special for $99.00, even though this special was no longer running with our business as a courtesy, and informed her if she discovered she had another insurance policy, that we would submit the claim, and if there was any money to refund to her, we would do so immediately. The patient was once more unhappy and very difficult to please even though we did more we were obligated to do for her. She requested to send a claim to her ****** ********** insurance even though was terminated, we did so at her request. On 11/20/2021, **** ***** updated her insurance, she now had ***** Dental insurance. We verified and submitted the claim for DOS 10/29/2021 to ***** Dental as well. ***** Dental paid on 12/20/2021 the amount of $52.00 for her exam and cleaning, we had to wait for the denial from the previous insurance in order to adjust the account. On 01/07/2022 we received the answer she was indeed terminated and we adjusted her account including her portion of $46.00, leaving her a credit of $53.00. 

  **** ***** scheduled her next cleaning on 05/06/2022, she did not show for her appointment and she was charged our broken appointment fee ($50.00) that is part of our Payment Policy which she was aware of and signed upon initially becoming a patient of ours. On 05/23/2022 as a courtesy, we adjusted the account for $50.00 even though this was her second broken appointment.. 

  **** ***** rescheduled her appointment for DOS 06/27/2022, a claim was submitted and the insurance paid $52.00 leaving a patient responsibility of $46.00 (see EOB attached), this amount was applied to her credit leaving her on her account a credit of $7.00. 

  **** ***** had an emergency on DOS 10/10/2022. The claim submitted to the insurance was for the amount of $70.00 from which according to the insurance they mailed a check for $38.00 and she was responsible for $32,00. The insurance check was never received and we requested to have it reissued by the insurance company - this could take up to 45 business days according to them. Applying what the insurance told us, the account had a balance remaining of $25.00. 

  2. ****** *****: DOS 06/08/2021 Patient came for her new patient exam, xrays and cleaning for a total of $197.00. The patient paid $10.00 according to ******; **** ***** insisted she has ****** ********** and she shouldn't be paying anything; we explained her that her ****** policy doesn't pay anything to the office and $10.00 is her copay. She was very rude and insisted we submit the claim to ****** ********** which came back denied saying patient needs to pay $397.00 for this service due to no coverage; we adjusted the account as you can see in her account and charged her only the $10.00. ****** came back on 12/21/2021 - total amount billed to insurance $233.00. We collected the estimated amount of $96.50 according to the benefits we had on record. **** ***** became very upset and rude with the front desk, she insisted again that her policy with ****** ********** was active. We submitted the claim to both insurances and ****** ********** returned denied. ***** Dental insurance paid $55.00 and left a patient responsibility of $56.00. This left a credit on ******'s account of $40.50. Patient had 3 broken appointments for the following dates: 06/27/22, 07/11/2022 and 10/10/2022, each broken appointment fee is $50.00 having a balance of $150.00 which was adjusted as a courtesy; even though **** ***** still accused us of overcharging her. This left a credit of $40.50 on Peyton's account. 

  3. ********* *****: DOS 12/21/2022 Patient came for his new patient exam, xrays, and cleaning for a total of $182.00 of which the insurance paid $78.00 leaving a patient responsibility of $104.00 ( See Explanation of benefits attached). The patient was recommended a Night guard due to bruxism, the patient agreed. According to the benefits that insurance sent to us, a Nightguard was a not a covered service, total amount for the night guard was $660.00. We applied a $180.00 courtesy discount leaving a balance of $480.00. We still submitted the claim to ***** Dental because sometimes the breakdowns are not accurate until the actual claim is processed and explained to the patient: if the insurance pays for the Night guard we will make any necessary adjustments to the account as we had many times previously. The Insurance paid $306.00 toward the nightguard stating that patient responsibility was $175.00 for the night guard. The total patient responsibility for DOS 12/21/2022 was $279.00 from which patient paid $480.00 leaving a credit of $201.00 on 01/25/2022 (date when we received insurance payment and adjustments were done accordingly). 
  
  In the meantime, ********* came back to have a crown and a build up done on DOS 01/07/2022 with a total of $1046.00 submitted to the insurance. The insurance paid toward this service $803.00 leaving a patient responsibility of $243.00. We applied the patient's credit of $201.00 from DOS 12/21/2021 leaving a balance of $42.00 on *********'s account. Patient came back on 01/28/2022 for his crown delivery and xray (required for delivering crown) and the total submitted to insurance was $18.00. The insurance paid $10.00 leaving patient a balance of $8.00. This left the total balance of $50.00 on the account. No payment was made toward the account. Patient return on 02/26/2022 for fillings and a total of $336 was submitted to insurance. The insurance did not pay due to patient having reached his annual coverage maximum, stating the patient's responsibility was $336.00 (see explanation of benefits attached). The patient paid $67.20 leaving a balance on his account of $318.80 (including past balance of $50.00). The patient scheduled a cleaning appointment on 03/26/2022. The total was $64.00 for the cleaning and the patient purchased MI Paste (prescription medication) for $25.00. This was the only payment **** ***** made, stating we were overcharging because her insurance was to pay for his fillings. We explained he was maxed out and the insurance would not pay. As a courtesy, we offered to honor our contracted insurance fee. We let her go without payment because she stated she would contact the insurance and stated, "we should do our job." We submitted his claim for the cleaning even though the patient was maxed out as she insisted the insurance would pay. Insurance came back stating $64.00 was the patient's responsibility for this cleaning. This left a balance on his account of $382.80. 

  After all the explanations, the total balance on the account was $407.80 (for **** ***** and *********). We applied the credit of $40.50 (from ******'s account) leaving a true balance of $367.30. As you can see there was never any overcharging on our part and we follow closely our contract with patients' insurances, making any necessary adjusted in a timely manner and offering numerous courtesies to the patient and her family. **** ***** still has a balance with us of $367.30. On the ledger you will see a different balance because we never received the insurance payment of $38.00 as I explained before on **** ***** account history. 

  I hope this has explained to you the entire situation that we had with this patient and you can resolve this complaint in a good faith. As a business we respect all our patients' rights and we follow very closely all protocols and contracts with the insurances that we accept; no treatment was done with the patient agreeing and always a treatment was plan presented with estimated portions due. Please, let me know if you have any other question. 
  

  Sincerely, 
  Gloria B**** 
  RenovaSmiles GM