Complaints

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1/18/23 I presented a Careington Care fee schedule I received from Molina Medicare Advantage along with a list of local dental providers that included Acuity Dental. I paid $1,212 on that day with a debit card provided by Molina which allowed me $2,000 toward dental care in 2023. On my next visit in January 2023 I was told the first bill was wrong and they adjusted the balance and said I now have a $353 credit on my account (I do not have a copy of that statement any longer). I last visited their facility 6/7/23. I never returned to the facility again. I did not hear anything from Acuity or receive any kind of bill nor the credit to the Molina debit card until 4/24/24 when I received a bill indicating I had a $583 balance due because Delta Dental denied the claim. I never said I had Delta Dental at any point. On 5/22/24 I spoke to Stephanie at Acuity after receiving the bill and explained that I no longer have access to the Molina Medicare Advantage plan's dental allowance as it is out of the period (2023) I had the benefit. I expressed my disagreement with me having to pay out of my personal funds for a mistake someone in their office made. Stephanie said they had resubmitted the claim many times to Delta Dental even after I told her I did not have Delta Dental. Acuity Dental waited 15 months to send me a bill and never contacted me when they received a denial for the many claims they made to an insurance company I never told them I had. This is a 15-month billing error on their part that was never addressed.by their billing department. I would appreciate Acuity taking ownership of their mistake and the $583 balance they claim I have to be written off as an error in their system of billing.

  Business response

  06/24/2024

  This account has been adjusted off and patient no longer has a balance with Acuity. Ultimately, it is the patient’s responsibility to know their insurance benefits as the office only bills as a courtesy. 

  Customer response

  06/24/2024

  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,
  Janet W

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