Complaints

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a pediatric dentistry and the way they operate is quite different to the many specialists I have visited in my life . Right after a filling is done , they want the patient/ guardian to pay the dues immediately before leaving their office . At first I didnt think much about it . After a month , I would check my insurance and look for the amount what was the patients responsibility . I Realized the dentist office charged me more than my responsibility would have been. I would Call them and ask them for a refund .Obviously they never send me a check and I would forget until the next visit that would be a clean up at 6 months . I would remind them about the refund that is due to be given back and they would give me this answer because there was a cleaning done we will now have to Wait until your insurance pays us fully for the cleaning until we give you back the refund Recently I called them and left them a message and also told me the next day I will be coming to collect my refund They said their policy is to wait until insurance pays for the current visit . When I told them That this refund is due from a year ago and not for the current cleaning ( which is ?? covered by my insurance ) they kept refusing to pay me back my money .I stopped paying them up front for filling during the last visit which they deducted from my refund . Now they still owe me $69 and change But they wont pay me back because I took my child for a 6 month clean up on august 3, 2023 the refund I want is from The payment I did from year 2022 I feel like this business has been collecting money up front even before allowing the claims to be processed with the insurance in a normal manner and many patients may not be aware about the money that this business owes them back . I only realized it because I kept checking with my insurance . My insurance told me recently that this business send them a duplicate bill as well. Appreciate your prompt response .

  Business response

  08/09/2023

  Hi, Can you specify which location your child was seen? I can not seem to find any files under the name *************************.

  Customer response

  08/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  This is my response to the question asked by the business:

  My child was seen at Kiddsmiles Pediatric Dentistry located at **************************************************** and my name should absolutely be there as the guardian. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  08/14/2023

  Yes sorry I see your child is a patient of the *********** location. This information was not clarified in your initial complaint it states the ******************************************************* which is a different location.  We did send out a recent claim for your child and it is still outstanding. We are more than happy to refund your current credit however, should the insurance fail to pay, you would be responsible. There has been times where the insurance company does not pay and the credit would go towards the balance this was explained to you as you told us your are moving and you did not want to provide a forwarding address. Most insurances take between 4-6 weeks to process and release payment. I can release credit refund as long as you provide a forwarding address. 

  Customer response

  08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In my initial claim, I had to add the *********** added as BBB didn't have that address as default. I am asking for my refund from the extra payment I paid last year. You guys cannot hold on to my refund from a visit I did previously stating that you will wait unto insurance pays for the 6 month cleaning I did few days ago which is 100% covered by my insurance. 
  

  Please pay my full refund this week itself to my current address that you have , and I will get it forwarded via ***** 
  

  My insurance and I have always paid our payments in a timely basis. My insurance says that it takes between ***** days to process a claim.
  

  If your policy is to hold on to the PAST refunds until every future or Current cleaning visits are paid then that is not a good business policy.  
  

  So please refund me my money which was supposed to be returned back to me from last year. 

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

• Initial Complaint

  06/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My daughter had 7 cavities filled in less than 7 months. We had an emergency we called. They could not get my daughter on. She had to see same dr who did work. I went to out old dentist. All the work that kidsmiles did had to be redone. My daughter had a huge hole on her mouth that was not addressed with kid smiles. My daughter was in great pain. She's 10. I went to ************************** and had to get everything that kidsmiles did redone. I can provide X-rays

  Business response

  06/28/2023

  ******** was seen for an exam cleaning and x-rays on 2/4/2023. At that time the doctor who did the exam told mom that ******** needs to return to redo fillings on two teeth. We called mom on 4/7/23 and 5/8/23 to schedule an appointment. Mom called on 5/15/23 to schedule an appointment for ********, she was given an appointment on 6/5/23.  Mom cancelled ********'s appointment and decided to go elsewhere.  If mom would have returned to us she would not have been charged to redo the fillings that were recommended to be replaced. Instead mom took ******** to an general dentist who is treating children at a pediatric dental office. The owner of ********** reviewed the x-rays taken by the general dentist and concluded that only 2 fillings needed to be replaced.   The general dentist who saw her in the other practice was very aggressive with her treatment plan and outside of those 2 fillings, the rest of the treatment is not necessary and the fees that are being charged are very high fees. ******************************** the owner of Kiddsmiles spoke with mom ****************** and will be seeing ******** on 8/12/23 to rectify the issue. 

  Customer response

  06/29/2023

  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 and the matter has been resolved.
  
  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. ↩