ComplaintsforForwardDental
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 03/06/2025, I had a cleaning and exam at Forward Dental located at ********************************************************************************. When I checked out the billing person stated the cleaning and exam were not covered, and I asked her to keep checking, which she did claimed again they were not covered. I was charged $117, which I paid with my credit card. That didn't feel right, so the next morning I called Delta Dental and was informed that a cleaning and exam are covered under my uniform benefits. I called Forward Dental and left a message informing them that my services are covered and I am due a refund of $117. Forward Dental did not respond for several weeks. On 04/28/24, I filed what I thought was a complaint with the **** but it was a review. On 4/30/24, an ******** from Forward Dental left me a message saying that she has information for me. I called back and got a voicemail message because no one picked up. I left a message for ******** that I am returning her call. I called again when I got home and no one picked up and left another message for ******** stating that she needs to leave the information and if I am satisfied and I won't call back again. As of today, 05/28/24, Forward Dental has not responded. So, I called Delta Dental again and they confirmed that they also paid Forward Dental $117 and I am due a refund. I called Forward Dental (although I previously said I wouldn't), no one answered, so I left a message informing them that I am due a refund of $117, because Delta Dental also paid them. I called the BBB office and was instructed on how to file a complaint.Customer response
06/28/2024
Today 6/27/2024, I received my $117 refundInitial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I went to Forward Dental to have some work done and gave them my insurance which I was under theb impression they ran it because I was given a quote of what my insurance was going to cover and what my cost was going to be, so I said yes lets proceed, only to find out later tooth number 9 was not even covered. when I called my insurance they explained that forward dental never submitted a predetermanation, what they did was just look up my benefits on line. when I called forward dental I was told they do not do predetermanations, they have too many clients to do that, they dont do that unless the patient requests it. yet there is no sign stating this, nor do they tell you this, so how would I have known this? I would of never had this tooth fixed at this time had I of known it would of not been covered. so they now are asking me to pay full price for the work because they did not do their job.Initial Complaint
04/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Forward dental is keeping my money from prior visits that is owed back to me due to my insurance paying more than originally thought. They will not refund the amount of money they have sitting on my account there and have been very difficult to deal with over the phone. Very dissatisfied and unhappy with their current billing situation.Business response
04/22/2024
Thank you for reaching out. It appears that you and the manager have connected and resolved. Please let me know if you require further intervention.Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In 2022 I received a bill from Forward Dental in Bay View, ** (************************************************ ************) for $30.00. I promptly called them and let them know this amount was to be **vered by insurance and then I mailed them hard **pies of my dental summary plan description along with an Excel spreadsheet of deductibles met, ** pays paid, out of pocket spent, and did all of the math and sent all the backup explaining that the $30 needed to be **vered by insurance and asked them to resubmit it to insurance. I never heard back. Then a few months later, I get the $30 bill in the mail again. I called again. They said they had no re**rd of ever talking to me before and told me to pay $30. I explained again that they needed to resubmit to insurance. This cycle has been going on since 2022. (me calling, them doing nothing and **ntinuing to send a $30 bill). Now, all of a sudden, this bill has mysteriously turned into a bill for $51.20. The bay view office has since been shut down for a few months now, and the bill tells me to call the bay view office........ I tried calling their **************** and they told me to call the location I had the service. I told them the location I had the service was shut down and is permanently closed. they said they **uldn't help (though in the letter informing patients the bay view office will be shut down, they said to **ntact the **rporate office with questions..) I am very **ncerned that this $30 discrepancy they refuse to work on has now magically turned into $51.20. How on earth did that happen! and there is no one I can call or **ntact and no one who has even tried to help me since 2022. I am begging for help and resolution. I would like to be able to talk to someone at Forward Dental and have them **nfirm they will tell me where this magically $51.20 amount came from and tell me that they will resubmit the $30 to insurance as they should have in 2022.Business response
03/27/2024
A representative from the practice will reach out to you directly. Thank you.Customer response
04/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I spoke with a Representative from Forward Dental, *****, on 4.1.24 at 11:30am. ***** apologized for the confusion and told me she will write off/delete the $51.50 that is owed on my account bringing my account balance to zero.I have reviewed the response made by the business in reference to complaint ID 21467803, and find that this resolution is satisfactory to me.
Regards,
*********************************Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I WENT IN FOR X-RAYS, BITE WINGS AND A CHECK UP. I WAS CHARGED $185 FOR SERVICES WHEN MY INSURANCE COVERED AT 100%. I CALLED A WEEK LATER AND ADVISED THEM THAT MY INSURANCE WAS IN FACT COVERED FOR THOSE SERVICES AT 100%. I ASKED FOR A FULL REFUND AND THEY ADVISED ME THAT IT COULD TAKE UP TO 60 DAYS! $185 IS A LOT OF MONEY AND I WANT IT WITHIN THE ***** THANK YOU FOR YOUR TIME.Business response
03/04/2024
I have asked the practice to respond to you with an expedited solution. Has that happened?Customer response
03/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
***********************************Initial Complaint
02/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
This complaint dates back to the to the complaint I filed with Wisconsin's ********** of ******** Affairs , Case # ******. Forward Dental's agreed to delete the fictious Xray charge of $130 in resolution, but I received a bill for that same charge 2/19/24. I'm requesting that the fictious charge be deleted and my account corrected to a zero balance. I would like the corrected zero balance statement sent to my email on record and my home address.Initial Complaint
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am receiving a monthly invoice for services from 2022 and 2023 from Forward Dental in ***************. I have contacted my insurance company to gather information on the charges being claimed are not paid.The combined payments from insurance and my direct payments exceeds the amount they claim I owe.I have talked with the person that manages the billing at the *************** location.I gave them the insurance contact information. To my knowledge they have not communicated with insurance. I continue to receive monthly bills. No late charges have been added on these. This has continued well past a year. I want forward dental to stop sending me these false invoices. Please advise me on my options to end this.Thank you, ***********************Initial Complaint
12/18/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On 2/23/23 I came into Forward Dental and they did an exam on my teeth counting as my first free one of the 2 you get yearly. Then on 2/27/23 I had to come back in to get my cleaning, and they decided to perform ANOTHER exam using my last free one of the year 4 days apart for no reason. On 11/22/23 I had what I thought was my "second" exam and now I'm being told I owe $41 because they decided to do 2 exams this year within 4 days of each other. I then proceed to ask the receptionist why they would do that and her answer is "the dentists do it when they feel it's necessary, we don't have control over that". Well; if someone stopped and looked at my record of 4 days prior there's no way there should be a need to waste both of my exams within 4 days.Initial Complaint
11/16/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
June of 2022, my wife went on an Invisalign program. My insurance covers orthodontic work, after an initial $450. After numerous visits, as the program dictates, weve been charged over $1200. Which has been paid for out of our pocket. My wife finished the program. June 2023, we start receiving a bill for $2145 for the orthodontic work that was performed. My insurance covers this, and is contracted between Forward Dental ********** and Anthem insurance. This has been going back and forth since then, now November of 2023. I have gone into the office to speak with interim managers, called anthem, had my employers insurance rep reach out, been on conference calls with anthem and forward dental. I just recently received the same bill again threatening collections. When I call the office, all I receive is an option to leave a voicemail.Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I have been trying to resolve a claims issue with Forward Dental since May of this year. On 12/12/2022 a crown was performed on my Mom *************************************. They sent a claim in which was denied due to them not calling for approval on procedure, and also based upon clinical guidelines that were not met by the National Standardized Dental Claim Utilization Review Criteria. On 8/28/23 I went in to talk to **** the Practice Mgr for Forward Dental explained my situation. She was very nice said she would definitely call United Healthcare and get this resolved for me, she said there is no reason why you shouldn't receive reimbursement. A total of $1275.00 was paid to Forward Dental due up front before any procedure was performed. Around 3 weeks after going to Forward Dental I called to see if anything was done on this claim and all I got for 1 week straight was **** was in meetings she will call you back which she never did. It even got to the point they were hanging up on me or when I'd call back it would go in to their answering machine.I decided at this point of getting no where I'd call my Moms insurance agent. He contacted United Healthcare and they told him all Forward Dental would have to do is submit correct codes to get the claim paid and needless to say they have not done that. The representatives from United Healthcare even went as far as giving **** the codes to submit and they will not do it. With a very heavy heart I am sad to say my Mom passed away on July 10, 2023. I believe she paid in to her insurance and is *********** this reimbursement. Whatever you can do to help me with this would surely be appreciated as everyone I have spoken to at United Healthcare says patient responsibility for this procedure is zero. They said they cannot just send the refund to me its up to Forward Dental to submit the claim which they have provided all the information needed they just haven't done their part.Thank you,*********************** (*********'s Daughter)Business response
11/08/2023
I am so sorry for your loss. I will need to review with doctor. Further correspondence will be off-line via the contact information provided. Thank you.Customer response
11/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In ForwardDentals defense I did receive a call from **** on November 8th and she told me she did speak with a representative from UHC and they were going to review and respond within 30 days. Unfortunately I needed to respond within 10 days otherwise the case would be closed. I have been dealing with this claim since May so you can understand why I would like this finally to be resolved. Yesterday in the mail I received yet another denial from UHC for service rendered on 12/12/22 due to claim was a duplicate of a previously submitted claim. I'm thinking this was sent before ****'s call to them on November 8th cause the letter was dated November 6th. If ForwardDental did their part in calling for approval before the service is done why is the insurance company denying the claim due to clinical guidelines which were not met. If ForwardDental is so sure this claim will be paid they should issue a check to the patient for the amount paid $1275.00 and wait for the insurance company to approve the amount billed of $1720.00. If this was a procedure that should never of been done the patient should have had the option to deny having the crown and not pay for something that was never going to be approved by her insurance.
[Please type your response here.]
Regards,
***********************Business response
11/14/2023
Insurance companies adjudicate claims when they receive them. Even a prior approval (pre-authorization) is not a guarantee of payment. The practice will continue to work with the carrier to receive payment and issue a refund should such payment result in a credit on the account.Customer response
11/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I received yet another denial from UHC today November 20, 2023 in regards to the procedure performed on my Mom 12/12/22. I was told that on 10/9 ******* spoke with **** and gave her new procedure codes to use in regards to the crown performed. The notice of denial of payment received today has the same exact codes that have been used all along. It also states that a preauthorization was never done that is another reason it is being denied. If Forward Dental is so sure the procedure done on my Mom was warranted they should be appealing this like they originally had told me they were doing. There should really be no questioning on the insurance end if a crown was the right thing to do.
Regards,
***********************
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Customer Complaints Summary
28 total complaints in the last 3 years.
14 complaints closed in the last 12 months.