Complaints

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address a concerning issue regarding an overcharge during my recent dental examination (Feb 13, 2024). Despite several attempts to rectify the situation, there has been a persistent refusal to send the correct billing information to my insurance provider. (The wrong bill was sent twice)Contrary to the information provided by your office, my insurance company has confirmed payment for the services rendered. (The bill was paid on Feb 21 after multiple attempts of the wrong bill information being sent)) We possess statements from the insurance company, along with documentation of all filed claims, verifying that the correct payments have been made. Regrettably, despite assurances that a corrected bill would be sent and a promised issuance of a refund check within two weeks, we have been waiting for over a month without resolution.I kindly request your prompt attention to this matter and appreciate your cooperation in ensuring a timely correction of the billing discrepancy and issuance of the refund check.Thank you for your understanding and cooperation.

  Business response

  08/03/2024

  Good Day,

  Thank you for your email, This is ****** from Oasis Smile Dental office, I am the manager for the clinic, in regards to the patient concern for the billing I have already spoke to patient 3 days ago over the phone and made the patient explain that there is a process of cheque refund and it takes 2 to 3 weeks to issue a refund cheque as I have to send an email requesting to accounts department and they verify and issue a cheque but patient was very aggressive and not ready to listen. Patient was never denied to get the refund cheque and I personally did speak with  the wife *********************** and explained her the entire statement as told her that I have sent an email requesting the accounts department to process the refund cheque for her Husband *****************************. We have just recently received the payments from the insurance company on the March 5th and also resubmitted electronically one claim today, called the insurance company  as well because the claim was not going through electronically and Insurance did help us to rectify the error so that root planning claim has also been submitted electronically which has been adjusted accordingly so the total refund expected is $ ****** for the patient which will be issued in a week time.

  if you have any further questions feel free to contact me at the office also I have attached the statement and have highlighted the payments received and the amount of refund sitting a s a credit in patients account.

   

  Kind Regards,

  ****** Jordan.

  Clinic manager

  Oasis Smile Dental 

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

  Customer response

  11/03/2024

   
  Complaint: 21389019
  
  I am rejecting this response because: my ongoing concerns regarding the service we received from yhe company and the lack of communication and resolution.

  As previously discussed, we were informed that the resolution process would ***********-8 weeks. However, it has now been 1-2 weeks since your initial contact, and we have not received any updates or acknowledgment of our concerns.
  

  Additionally, the recent communication we received after our inquiry with the Better Business Bureau was unexpected. The tone of the response was aggressive and hostile, which is not conducive to resolving the issues at hand. We believe in open and respectful communication to address concerns effectively.

  Furthermore, there has been no acknowledgement or apology for the multiple invoices submitted through our insurance. This has caused additional stress and confusion on our end. Moreover, we recently discovered that another claim was submitted to our insurance, one month after the service was provided. This raises serious concerns about the handling of our account and the accuracy of billing.

  We understand that unforeseen circumstances may arise, but the lack of transparency and resolution is causing significant frustration. We request a prompt update on the status of our refund and a clear explanation of the additional claims submitted to our insurance.

  We believe in fair and ethical business practices and hope to resolve these issues amicably. We kindly request your immediate attention to this matter and appreciate your prompt response to address these concerns.

  Thank you for your understanding and cooperation.
  

  Sincerely,

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

*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. ↩