Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this dentist expecting to have a regular 6-month cleaning. It was not explained that I would also have a scaling and I had to pay for this extra service. I thought it would be a regular cleaning that is automatically covered by my insurance. Then when I didn't make the second appointment because I had just gotten a new job (which was fantastic because my husband is unemployed and has been for a year in this economy) they charged me a $100 fee! And they did not respond to my emails when I told them I could not make the appointment because of my new job. Also when I tried calling them on the phone I was on hold forever.

  Business response

  07/03/2024

  Hello ********,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us. We do not start treatment until financials are gone over to proceed with treatment plan which was the scaling root planing. The $100 fee was charged but refunded on 6/1/2024. 

  
  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was so excited to be**me a customer, but this place is a nightmare. Shady pricing, disorganized front desk, and nothing like advertised. I initially had a cleaning in November of 2023. First they called me after my appointment to tell me they **uldn't verify my insurance (even though I brought my card with me and have no problems with my insurance) so they're going to charge the card on file $435 for a cleaning with fluoride. Then after I call them 10 times to avoid them charging me, they say they were able to get my insurance to go through. Fast forward to six months later for my next cleaning and they book me in for an appointment, call me back to tell me they need to cancel it, call me back again to tell me its on, then cancel again, and then when I book an appointment online, I'm told the slot online isn't actually open and that I can't book it.Then a few weeks later I get a bill for $710 for October's cleaning -- for which my ** pay is $142. Once they realized they **uld charge my insurance, they hiked up the price. I emailed to gain clarity on all the itemized pricing for a simple cleaning and they gave so much attitude. They are not up front with the pricing, **mpletely disorganized, exorbitantly expensive, and their whole USP about being able to watch ** is bogus because the hygienist's arms block the ** the entire time and the cleaning tools make the ** impossible to hear. Stay away.

  Business response

  07/09/2024

  Hi *****,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us. The cost for a full comprehensive exam, full mouth x-rays, and a cleaning is $650. For our members who do not have insurance and must pay cash, we do apply a discount to these services bringing it down to $375. However, since you used insurance, the full cost for the services was billed. We have processed a refund of $82.00 today out of the $142 you were charged to your card, after adjusting your imaging that your insurance denied. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was fitted for a mouth guard and Tend never communicated to me when it would be available. I then moved across the country and Tend took months to respond to my inquiry to send my mouth guard saying at first that they could and then that they could not because they claimed it had been past 6 months since my last fitting. It had not been. I then asked for a full refund for the mouth guard and tend has since not responded to any of my emails or texts since June 6th, where they sent an automated message saying that they would get back to me and I have since had no response. Extremely unprofessional and staff are not skilled in communicating clinical matters regarding patient care over the phone. They want your money and dont care about you at all.

  Business response

  06/18/2024

  Hi *******, Id like to apologize for your experience here at ****. We take your feedback seriously and appreciate you bringing this to our attention. I am currently reviewing your case with our Upper West Side studio and will respond with next steps once we've gathered more details.  I appreciate your patience while we work towards a resolution.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been using **** services for years and, while their doctors are great, their billing/claims department is terrible. On 12/28, I had a procedure and expected both my primary and secondary insurance coverage to be applied. However, **** forgot to apply the secondary insurance and charged my credit card for the remaining amount without my consent. When I discovered this a few weeks later, I notified ****. They apologized for the unauthorized charge, promised to file the claim with my secondary insurance, and reimburse me the covered amount. Although my subsequent claims went through without issues, the 12/28 claim remained unresolved.I followed up monthly, and the claims department kept asking for more time. Eventually, my secondary insurance sent an *** stating that the claim was filed incorrectly and was missing primary insurance information. **** initially asked me to resolve the issue, which was inaccurate as the error was theirs. After I insisted, they re-filed the missing information. By May 2024, I followed up again, and **** claimed the secondary insurance needed to confirm which insurance was primary and secondary. This made no sense as previous claims were processed correctly.Upon contacting my secondary insurance, I learned they needed the *** from my primary insurance, which **** had failed to submit for six months. I relayed this to ****, but they falsely claimed they needed my consent to submit the ***. After more delays, I requested the secondary insurance if I could submit the *** myself. They made a one-time exception due to ****'s uncooperativeness.My experience with **** has been frustrating, with constant delays and misinformation. Their negligence cost me $2000 and showcased a lack of care. They consistently lied and avoided providing a proper solution, likely hoping I would give up. This unacceptable behavior warrants a formal complaint

  Business response

  05/29/2024

  Hello *****,

  
  Weve had a chance to review your complaint, and we would like to apologize for your experience here at ****. Thank you for taking the time to share this with us so we could take this feedback to properly address it within our organization. Our most recent communication shows that the studio manager called and left a message on 5/28/2024 to address your billing concerns. We look forward to resolving this issue for you but we need more clarity. The amount youve requested to be adjusted is $2,000, but the balance on your account is only $78.60 currently from the Dec 2023 claim. Are you able to provide documentation and what is needed to resolve this issue? Looking forward to hearing from you.
  

  
  

  Customer response

  06/02/2024

  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:

  The complaint wasnt even read properly before a reply was made the reason their is no outstanding balance is because tend charged 2000$ without my consent and balanced their sheets. If the business cannot pull their own records while I am still awaiting the insurance to resolve the claim with them is concerning but clearly reasserts my review. The manager contacted me with a generic tend contact number and then emailed me with a generic tend email. There is no way to reach back out to them in particular without going through the whole contact process again. 

   

   

   

   

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

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

  Business response

  06/13/2024

  Hi there! Both of your insurances were billed for this visit. Metlife paid $0.00 due to maxed benefits and Delta Dental issued a check payment of $1472.00 directly to you that you cashed. Your explanation of benefits shows you owe the $1078.00 but it is not accounting for the amount that you cashed ($1472.00). 
  
  
  

  Customer response

  06/17/2024

  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:

  They are talking about a completely different case. There were two visits one for Dec 14 and one for Dec 28

  
  For December 14 - I paid out of pocket 1900$ for a 2550$ bill. Metlife readjusted the bill to $1472 (which was my responsibility) and paid nothing. Delta paid me a $1472. But I have already paid tend 1900$, 500$ over what I should have paid according to my primary insurance. They owe me 500$ which mind you was discovered by me and they didn't even acknowledge it for 6months. I have already shared the *** and Tend Studio Manager has requested an audit for this.

  
  For December 28 - The actual reason i put a complaint in BBB is because they for 6months had incorrectly filed claim with my secondary insurance and kept neglecting my status check claiming insurances can take upto a year to process claims. After calling secondary insurance I found out tend didn't share all the information regarding the claim from primary insurance and I had to ask my secondary insurance to make a one time exception to just accept it from me to move the process along. I have already paid 1900$ for this visit as well. My primary insurance has already paid 643$ for this and we are awaiting on Delta to process the claim on their end.
  
  Tends lack of understanding of the case and replying to BBB just to show that they replied showcases how incompetent the insurance/billing department it. They have yet to take accountability for the blunder they have done handling this and instead are giving me the run-around. Only one individual who is the Tend Studio Manager seems to understand the situation and is trying to get the matter rightfully evaluated. I know BBB can't do much here so I want people who come read this to know that Tend botched two of my claims and it has been 6months and counting without a resolution. The amount totals to now 3800$ that they very happily took and now are taking their sweet time to process claims so i can get my money back. To them they have balanced their sheet if not made a profit by overcharging me and I have very little hope this will be resolved amicably. 
  

   

   

   

   

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

  
  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. ↩