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:03/03/2023

  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.

  I have been working with Fusion Dental for months to get a billing issue resolved. After numerous phone calls someone finally called me back and we agreed on a settlement amount. I asked them to send a revised statement and I would pay. However when I received the next statement on 2/1/23 it was for the full amount - so I just paid half. Then on 2/18/23 (statement dated 2/10/23) I received a revised statement which reflected my payment and the billing adjustment. So on 2/18/23, I mailed the remaining balance due which the office received on 2/21/23. On 2/22/23 I get a phone call from a collection agency. I told the collection agency that the payment had been mailed to Fusion Dental - when I called Fusion Dental they said the payment had been received but they shredded since they had sent me to the collection agency. I feel like since we had payments and adjustments going back in forth this claim should not have been sent a collection agency and Fusion should withdraw the claim and accept my payment.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair 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 have dental insurance. I did a dental regular cleaning at Fusion Dental Reston in 06/2022. Before I went there I called their office and made sure my insurance covered this cleaning. In 12/2022 I received a bill from Fusion Dental Reston asking me to pay about $322 for 06/2022 regular cleaning. I want them to remove the charge of $322 from my billing statement.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair 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.

  My husband had a procedure done back in March and we were billed an extreme amount. We let the bill sit for a couple of months, thinking that it just hadn’t been fully processed by insurance. After a few months, when the bill kept coming, I called my insurance to find out what exactly we were being charged for. They let me know that the doctor who did the procedure on my husband at the Reston location, wasn’t covered as “in network” at Reston until 4 days after his procedure (the doctor was transferring from the Ashburn location to Reston at the time). They also told me that insurance only covered 2 of the 4 quadrants of the procedure per day. Having been with Fusion for over 15 years, we had previously always received a print-out of estimated costs for any procedure ahead of time to be able to make the best financial decisions. This time, we did not receive any notice of the 4 quadrants not being covered. I began discussing this issue with the Fusion office at the beginning of August. Now, 3+ months later, this issue is still not resolved. The number of hours I have spent on the phone and on hold, having to explain and explain the situation over and over again, is incredible. There is no direct way to contact the billing department, so I have had to call reception, then wait for a call back for anywhere from a few days to a week or two in order to speak to anyone. One billing employee gave me a potential solution in the beginning of September of deleting our previous 2 bills from that service date and refiling the bill with a different dentist’s name on it and only for the two quadrants. However, he did not follow up on his promised action. Also, slapping on a different dentist’s name on the bill is absolutely fraudulent and the office is trying to cover their huge mistakes while still grabbing as much money as possible. I have tried time and time again to work this out with the office and they never call me back (I've been on over 16 calls at this point).

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair 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 have been over-billed and there is no adjustment or communication on their end. Fusion dental employee, Franklin W*****, has admitted the dental office sent the incorrect amount on a bill after I have taken four trips to the office to resolve the billing issue. During the first three visits I tried to talk to Renee, the office manager, but she would not discuss the possibility that they have overcharged me and just said “oh we don’t like our system” repeatedly and would not look at the bill to discuss adjustment. After I paid $1,933.00 in full without issue I was sent another bill for $569.00 which reflected that I only paid $1,603.00 rather than 1,933.00. Franklin W***** called my insurance company ***** and they confirmed that $1,933.00 was paid in full and the amount due should be $239.60 not $569.00, Franklin said he did not have the authority to alter the bill but he would call his office manager Renee and give me a call the next day with the updated billing information so I can pay, he did not call. I left and went on a business trip and came home to another bill in the full amount of $569.60. I went into the dental office today 9/15/22 at 4:17pm to resolve this issue and told them I would gladly pay the amount that I actually owe and the individual I spoke to said she needed to call Renee to discuss it first, she disappeared for 30 minutes and came back our saying how they don’t like their system, I told her I don’t see why that matters, I will pay my bill in full right now and then that is it. She was unhappy about this but had me pay the $239.60 with my credit card. I said okay are we resolved then, to which she said, I have to talk to Renee.

• Initial Complaint

  Date:08/19/2022

  Type:Product 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 have received multiple billing statements in the mail from Fusion Dental Reston that among other items, contains a line item labeled, "Misc Debit Adjustment" for $120.00. I have called and left messages for their billing department twice, asking for an explanation for this amount. I have not received a response. I have been a patient of this practice for several years and never received a bill. Insurance typically covers everything so to receive a bill was surprising, let alone one that contains a "Misc Debit Adjustment". This week I received a statement demanding immediate payment. I am concerned my account is going to be sent to collections. All I want is to speak with someone live about my outstanding balance and understand why it wasn't covered by insurance.

• Initial Complaint

  Date:07/05/2022

  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.

  Date of service : 11/15/2021 for a consultation with a dental specialist @ Fusion Dental , which is not covered by My dental insurance - ***** Dental. I paid $ 230. 60 on 02/14/2022 ( $ 220.00 for consultation and $ 10.60 for a copay for tube of toothpaste) using my visa card. I've statement to prove. Account number is 115183, Name is ***** ********** ( my wife) . Fusion Dental is keep sending invoice for $ 178.00 which I don't owe. Balance should be zero. Date of Service : 11/03/2021 for routine dental cleaning for *** ********** ( myself) & ***** ********** ( my wife) . Fusion had billed $ 398.00 to our insurance ( ***** ) for both of us, ***** had paid $ 262.00 ( member rate is $ 131.00 per patient) on 02/23/2022. Fusion is keep sending invoice for $ 178.00 , account number is ******. We owe nothing , our insurance had paid in full . I've EOB from ***** which shows that we owe nothing. The invoices are from : FUSION DENTAL - ******* ***** ************ *****, STE *** ASHBURN, VA *****, CASE / PRACTICE MANAGER IS RENEE IBANEZ WHO'S HANDLING THIS CASE FOR a while