Complaints

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a problem with my tooth, my dentist did an X-ray and said he didnt see anything and he said he would give me a referral to go to southwest Endodontics in *********** **. to get a 3-D x-ray because he doesnt have one so Icalled southwest Endodontics and told them my dentist referred me to them for a 3-D x-ray she gave me an appointment and then called me back to tell me they didnt take my insurance and it would be ****** dollars so I said ok. Went to my appointment and they did an x-ray the dentist came in and said I cant see anything you need a 3-D x-ray and that is ****** dollars if I want it so I said *** already had a regular x-ray at my dentist, he doesnt have a 3-D x-ray machine so he referred me to you and I told the girl that when I called and I told him you dont take my insurance and Im not paying another ****** dollars. He said if you get the 3D x-********* will take off the cost of the first x-ray then the office manager came in and said we do take your insurance, ****** dollars is your share. She said my insurance doesnt cover a lot so if you want to check with them and let them know if I want to come back for the 3D x-ray so I had to pay for the x-********* already had done at my dentist and they billed my insurance ******. The actual x-ray was only ***** dollars and the consultation was ****** for him to tell me I needed a 3D x-ray

• Initial Complaint

  02/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  March of 2022. , I had a root canal performed. 11/30/2022, I had a follow up and was advised and given a receipt with a credit owed to me of $167.50. Since then, I have made NUMEROUS calls inquiring about the status of my refund. I keep getting told, "I have the billing department reach out to you". NOTHING yet. Most recently, 1/23/23, I informed them I had heard nothing, so I expect to receive a check within 5 days. I was told once again, "the billing department will call you". This is getting ridiculous. Since November I have been waiting and making calls only to be told the same thing over and over and no one calls. I have a receipt showing a credit of $167.50, so what is the problem? If they want to audit this, fine. I want a detailed breakdown listing all the charges, my payments, insurance payments. It better match my records! Thank you!

  Business response

  02/14/2023

  Hello,
  We have spoken to the patient and informed them that there was a clerical error when sending the claim electronically. The claim was originally processed under the policy holder, and we have been working with her insurance MetLife to get everything corrected. The previous payment will have to be refunded to her insurance as they were paid incorrectly. We have informed the member of this and informed her she can always check with MetLife who will confirm that payment towards her treatment did not process. We have been able to check today and looks like MetLife has finally reprocessed the corrected claim. MetLife will be sending out a refund request and corrected payments which have not been processed as of yet. We are unable to previous refund her account as the account was not closed or completed. Payments made in error must be returned to the insurance and cannot be forwarded to her. We have attached copies of all EOB's and highlighted the process date. MetLife has sent copies of everything to the member as well. Please let me know if any follow up information is needed.
  
  

   

  Customer Relations <**********************************************************************************************>
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  To:
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  Southwest Endodontics
  
  Mon 2/13/2023 4:21 PM
  
  
  Dear Southwest Endodontics,
  
   
  
  General Inquiries: ************ 
  Email: **********************************************************************************************
  [//************************]************************
  
  BBB has given this email a reference ID of *****

  Customer response

  02/15/2023

   
  Complaint: 18969668
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************
  ******************************************
  Hello!
    As I requested when filing this complaint, I asked for a breakdown of charges, to include, Dental charges, insurance payments and my payments, I want to verify this information before I accept their response.

  
  

  Thank you, ******

  Customer response

  02/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩