Complaints

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Wilson dental in September/October to make an appointment to get an abscess cured. The first thing I asked is if they take Medicare and they said yes! So I made an appointment for march because they told me even though I have an infection it is not an emergency. Now in January, after being on antibiotics for the 3rd time because the infection has spread and causing severe symptoms that can lead to death! So I called Wilson dental to see if I can get in sooner. Now that the infection spread they agreed that it is an ‘emergency, so they make me an appointment for tomorrow, then cancel it because now all of a sudden they claim take don’t take medicade and never did..which is a lie. They canceled my appointment and now they can’t get me in until June!!! And now I have dental sepsis which you can die from. How can you not care that your employees messed up and it can cause someone to lose their life!

  Business response

  01/27/2023

   On the initial call she told us what her insurance was and we set up the new patient account.  Insurance is not verified until just prior to the appointment to confirm active coverage.  We do not participate with this specific **** plan.  We would be an out of network provider.  It is the patients responsibility to assure provider participation meaning acceptance of that insurance plans fees by researching the participating provider list for her plan.  She also has the option of paying more out of pocket due to non participating lower insurance coverage.This is the note left by our Central Scheduling Manager after speaking to this patient Patient ID ********---Took over call as pt is upset her appt is cancelled due to insurance being non par, pt wanted to know why she is just being told now when she called back in oct for march ,attempted to explain to patient that when she gave **** information we do not verify it until time of appts due to breakdown of benefits but pt interrupted and cut us off and we were unable to move forward in a healthy conversation , patient continued to ask what she should do, suggested to pt multiple times that she can go to the ER for urgent care, contact her insurance company for the In Network providers  and that they can assist in finding her an office that participates, patient got upset , told me to "shut my mouth , kiss her *** and rot in hell" pt abruptly disconnected, pt to be dismissed --Lizz

  Customer response

  01/31/2023

  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.  The reason I rejected Wilson dental’s response is because they lied. On the phone the lady I spoke with said that her 2 employees that made my appointments  messed up and should not have made my appointment because they need a referral before they can accept my insurance. The first question her employee asked that made my first appointment was what type of insurance I have.  So to say they don’t verify your insurance until right before your appointment is a lie! After saying that her employees made a mistake she should of offered me an emergency appointment (which the employee I spoke to before her offered so I know it’s possible) after I got a referral letter which I told het I could get immediately. She also could have apologized for her untrained employees mistakes as well!  Regards, ****** ****

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received braces from Wilson Dental on April 4,2022. I also received my 6 months cleaning the same day. I never seen a doctor for my exam. I have scheduled multiple appointments for my exam also explaining that I'm having pain in my mouth. I have scheduled over 3 to 4 appointments to find out Dr A*** doesn't want to see me. I scheduled another appointment with a new Dr for June 22. The office calls again and cancelled. Knowing I'm having pain and still no exam. I call again and ask for another appointment they tell me they have other patients and I need to wait until July 21 for my 6 month exam that originally was in April. Staff is very rude and not supporting at all to my health. I have scheduled a cleaning on June 16 due to no response from the Dr. about my exam. They seen me for that. I feel Wilson Dental is neglecting my healthcare. My mouth hurts. I have braces from this office as well and they are well aware of my care.

  Business response

  07/14/2022

  July 12, 2022 To Whom It May Concern: In response to the complaint from Ms. ****** on 6/28/2022. We understand the importance of dental health and while we strive to have patients get their exams & x-rays on the same day as cleanings it does not always work out this way. Due to staff shortages and covid-19 guidelines we are booking out sometimes 1-2 months. With this said we do reserve emergency appointment times for patients in pain and more urgent needs. Ms. ****** was under management review due a hostile call on 6/27/2022. Despite this we called Ms. ****** yesterday and offered her to come in 7/12/2022 and she accepted. The appointment was completed and we have attached the results of that visit. We feel patient left satisfied and are happy to see patient going forward for all her dental needs. If you have any more questions regarding this situation, please let us know immediately. Respectfully, Wilson Dental, PC 

*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. ↩