ComplaintsforForwardDental
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Complaint Details
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Initial Complaint
06/14/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
DOS 5/4/2022 Visit for dental procedure core build up & preparation for crown. Paid $****** on 5/4/22 on ********* card ending ****. Questioned this charge at time of service as we have been a customer for over 10 years and never had a charge above $325 for the same service. Office insisted it was correct. When I got home and l reviewed the **** it was made out to ***********************, *******************************************************************. The **** showed his services plus a past balance of ****** and a charge on 5/4/22 of ****** for a total of ****** the amount I was charged. I called the office immediately and advised of this HIPAA violation and overcharge. I asked for a corrected ****. They agreed to correct the error. To date I have not received a refund or a corrected ****. I have called the office at least once a week since 5/4. I stopped in on 5/19 and spent 45 minutes going over the incorrect **** with ***** and ******. Again they assured me they would have "******" look into it. More and more calls to ****** and ***** at Forward Dental with no results. 5/26 Spoke again with ****** and she was having another manager ***** look into it. 5/27 I called & spoke to Manager ***** and she assured me a refund would be issued after Memorial Day. Still no refund. NEVER A CALL BACK FROM FORWARD DENTAL. I also called Anthem BCBS MULTIPLE times starting 5/6/22 to Gem, ******, *** and Trixie TWICE. NEVER received a call back from Anthem and the claim is not paid pending outstanding info which Forward Dental says they have sent. 6/7/22 Spoke with "***" a supervisor at Anthem Dental Plan. He agreed to personally call ****** the Manager at Forward Dental on 6/8/22. *** called me on 6/9 to say that ****** was not in the office on 6/8 and he would keep trying to reach her and call back. Now it is 6/14/22. No resolution from either Forward Dental or Anthem Dental. No call backs. I am asking that the $****** be returned immediately TO ME.Customer response
06/29/2022
We have received a check from Heartland Dental for $710.85.The dental claim for actual services is still pending as of today, with Anthem. ForwardDental needed to submit additional paperwork before Anthem can process the claim.Per our Dental contract, the services are covered in full once ForwardDental submits the correct information. At this time I am not certain if Anthem has everything to process the claim.Concerns I still have- We never received and updated **** from Forward Dental showing what our portion of the **** would be. I requested an updated **** no less than three times. The only **** I have is for *******************. We were told by ************************* at Forward Dental we have a zero balance. So I am assuming that Forward has waived the lab charge that we have paid in the past for crowns.
- When we brought this incorrect charge and HIPAA violation to their attention within an hour of the occurrence, why did it take so long to get a refund? DOS 5/4/22. Refund approved 6/6/22. Refund received 6/22/22
Here are some details.After many, many calls to both Anthem and to ForwardDental we did receive a check for the full amount of $710.85. The charge was originally made in error by Forward Dental to my **** credit card for the balance of the account for ******************* of *************. The check was mailed to us via **** and arrived in a plain envelope from Heartland Dental, *************************************************************************************. We had been told during an online chat on 6/15/22 with ForwardDental.com speaking with ******* that the refund was approved on 6/6/22 and the full amount would be credited to our **** account. We never saw the credit on our **** account which lead to more phone calls and more frustration.On 6/17/22 I received a call from *** the Dental Supervisor at Anthem. *** advised that after several weeks of trying he spoke to someone at Forward Dental and they are going to correct the claim. *** stated they needed a claim from Forward Dental for the lab charges before they could issue coverage. I called Forward Dental right after *** called and spoke to the office girl ************************* and asked for a ledger of our services. She immediately emailed a copy of our ledger. The ledger did show that we had a refund of $710.85 issues on 6/6. I emailed ******* back and asked how long that would take to receive. She said it would take 7 to 10 business days and we have a zero balance with ForwardDental. She also advised that the refund would be a check from Heartland Dental. We arrived home from northern WI on 6/22 and did find a check from Heartland Dental in with our mail. We had been in northern WI from 5/19 to 6/22 with no access to mail from ****. Had we known they were sending a check under the Heartland Dental name the frustration could have ended a month earlier.
So much miscommunication and frustration with this company. I hope they get their act together. The HIPAA compliance issue still is a concern to me. Not sure if they gave our information to someone else too.
Have you received any response from the office?Thank you for your assistance.***************************Initial Complaint
06/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I went through unnecessary pain and suffering to an extreme degree that is similiar and worse to pain for a needed root canal.A major gap was left on a filling which needed a immediate replacement. No pain was felt for the weeks after the first filling. On the same tooth, the redo filling was done and extreme paying was present 90% of every day and night. Several other doctors were seen and receipts available. Another tooth was serviced and also had major pain. The most intense pain came from the unnecessary redo service, unnecessary as it should have not needed 2 fillings in the same area by my medical needs. This should be taken very seriously as it is worth several months of pain and suffering, loss of work and family time, and other injury and damages. This will serve as a first written notice and damages and losses must be paid for. This is evident to be wrongful of ForwardDental in all ways.Initial Complaint
06/06/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
This past Jan. while preparing our 2021 taxes I noticed that my dental insurance had not paid Forward Dental - river center during the past 13 months. Delta Dental Ins. indicated that they had not received any bills but that there was still time for submition. Apparently, river center's office manager had retired or otherwise left and I was eventually referred to FWD's ************* for assistance. The ****** office was very helpful and eventually, all our bills for the previous 13 months were submitted to Delta, and reimbursements were made to river center. Since we had already paid the majority of the bills, I attempted on numerous occasions during the past 2 months to contact FWD river center to find out the status of our repayments and to advise them that they had not applied our senior discount (Dental Advantage) to about half of our bills.Business response
06/07/2022
Our apologies that you were disatisfied with the service you received. A review of the account has been completed, and the approriate actions have been initiated to resolve your inquiry as requested.Customer response
06/09/2022
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.]I rejected the businesses offer because it did not indicate that they agreed with my findings nor did it indicate that they agreed to pay me the amount I included in my desired settlement statement.
Regards,
**** & *************************Initial Complaint
04/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had dental work done Sept, 2020 Paid my deductible Dental office did not file claim with insurance company and asked me for full payment even though work was covered.Called insurance company, who called the dental office. They had not submitted required forms, X-rays, and other paperwork Poor or no communication, dental office still has not submitted documentation Asked for transfer to another dental office, stated they sent records. As of today, *************** has not sent records to new office or returned my calls.I need follow-up care, but my records have not been sent, nor has the *************** submitted the required claim to the insurance company. It's been 17 months and this is unacceptable.Business response
04/12/2022
Hello **************
We thank you for contacting us regarding your concerns. Our **************************** is reviewing your claim status for treatment completed in September 2020. Someone from our office will contact you with more information. We did confirm that your dental records were sent to the office you requested them be sent to. Please contact our ForwardDental *************** if you need any additional assistance with this.
Initial Complaint
01/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 10/14/2021 I was over charged $174.00 by Forward Dental for dental work. On 11/30/2021 I contacted the office and they stated that a check for for the over charged would be sent to me within two weeks. On 12/15/2021 I went to the office and told them that I did not receive my refund check. They then stated that due to another pending insurance charge they could not issue a refund. I asked them how can a pending charge for any entirely different visit keep me from getting a refund for being over charged on another? They told me I would have to wait. I have still not receive my refund or been given any information about this pending claim.Business response
01/28/2022
Hello ****************! We do apologize for your recent experience at ForwardDental. We did review your account. You will receive your refund amount within 4-6 weeks, and our practice manager will be reviewing your pending claim with your insurance company to determine if there is any additional balance due. Please reach out to our office at ************. You may also reach our **************************** by visiting our website at www.forwarddental.com and choosing the "Contact Us" option.Initial Complaint
10/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello,On 3/11 ,there was services performed at the ******* ForwardDental office that mostly included cleaning of my teeth. The charges were 254.40$I paid with a credit card and have a receipt . Never got a notice that this **** was not paid. Thought everything was fine.The next visit was on 9/28 same cleaning etc.This **** was 214.40$ Paid that **** with a credit card and have that receipt .Got a notice on 10/6/2021 that I owed 214.40$ but that it was applied to the first charge?Went to the ******* office and showed the support people my receipts for both visits!The lady in the office said that was all she could do? and that my account was going to go to a collection agency.I really like the dentist but they need a better way to keep track of their paying customers Went to the *******Customer response
10/28/2021
Fwd: You have a new message from the BBB of Wisconsin
Inbox
Complaints Mailbox (sent by *********************************************************)
9:04 AM (25 minutes ago)
to me
16037438
BBB Complaint Team
Better Business Bureau Serving Wisconsin
*******************************************
************
BBB.org
---------- Forwarded message ---------
From: ********************* <********************>
Date: Wed, Oct 27, 2021 at 4:44 PM
Subject: Re: You have a new message from the BBB of Wisconsin
To: Better Business Bureau <************************************************************>
My issue has been resolved thanks to you guys
Thanks again
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Contact Information
Customer Complaints Summary
28 total complaints in the last 3 years.
15 complaints closed in the last 12 months.