Complaints

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Dec 6th, 2022 I came to the business to check up on an old bridge and was informed it needed to be replaced. The insurance was ran on the same date and I was charged a total of 1191.56$ on my credit card and the rest was covered by my previous dental insurance ******* for the service and new bridge with the promised the work will be completed in three weeks. The following day dec 7th,2022 the temporary bridge that was placed fell off and broke so I had to come back to fix it. On Dec 28th, 2022 I was contacted by the office to come back to redo the mold because the lab messed up. On Jan 9th, 2023 I had to return again to the business because the temporary bridge broke again. At this point it was well pass the three weeks promised time and my dental work has not completed as promised. On Jan 12th, ****************************** wanting more money because they failed to bill ******* before the year end so the payment was rejected for something that was supposedly charged on Dec 6th,2023. They also informed me that I have to pay for the work that was done because ******* did not covered those when I asked for the money I paid back since I did not received my bridge. This information was proven to be falsified when I contacted *******. They said whichever work was done by the business was covered 100 percent and all paid out to the business. This is fraudulent and negligence on the business behalf because now my dental work is still not done and more money is demanded. I also missed work and travel back and forth due to the incompetence of the business.

  Business response

  01/24/2023

  
  Good morning,
  
  This is *********************************, Office Manager for Complete Dental Studio.
  
  We completed treatment for *********************************** on 12/06/2022. We did not schedule his delivery at that time because of the holiday season. We informed him that we would call him as soon as the crown came in and that it usually takes 3 weeks to receive the crown back in the office, but it was the holiday season. He did not tell us at the time of his appointment that his insurance was going to term at the end of the month or I would have expedited that crown delivery.
  
  He returned due to his temp bridge breaking which is common with dental work.
  Our lab and doctor were communicating with each other regarding Mr. *********** case and determined that they would need to get another impression sent to them to make the crown.
  We then reached out to our patient to get him in to re-impress. Keep in mind our office is not open every day, so we scheduled him when we had a doctor in and staff.
  
  The day we did the re-impress we did notice that his current policy termed. I did speak to him about this and informed him that we would need to contact his insurance company to see if they would pay for the bridge since they do pay us on the seat date(delivery date). He said he was not paying anything more for his bridge and that he doesnt even think that the money he paid already was correct. He thinks he overpaid for his bridge.
  
  I contacted Metlife and they stated that they claim was in process and couldnt give me any information.
  
  Our office policy is to go over treatment estimates before we start any treatment. Treatment estimate was presented to the ************************ and he agreed to pay at the time of treatment.
  Our New Patient forms and Treatment Estimates specifically state that this is only an Estimate and any payment not received by your insurance company is the patients responsibility.
  
  We have since looked on the Metlife portal and noticed that they claim for his bridge is going to get paid and a payment has been issued to our office for his bridge, we have not received it yet.
  
  I have since tried to reach out to ************************ by phone,text and by email to get him in to seat his bridge. I have not heard back from him.
  
  Attached:
  Treatment plan
  New Patient Forms

   

  Thank you, 

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

  Office Manager - Complete Dental Studio 

  P: ************  F: ************

  Customer response

  01/25/2023

  Complaint: 18728259
  
  I am rejecting this response because:

  The business made false claims after the fact to brush off responsibilities and I can no longer trust their business ethic or their professional workmanship. When the business contacted me to come in to redo the mold it was stated that the lamessed up. Nothing was mentioned about the delay was due to holiday until after I refused to make additional payment when contacted on Jan 12th. If the work cannot be completed within the promised time frame, it is the business responsibility to reach out to me before the promised time to inform me and I should be given the option of deciding if I would wait or opt out. However no such communication was made from Dec 6th until well past promised time. The first time I heard of this was when the office contacted me for additional payment. Additionally I do not know when the business bill or do not bill the insurance to warn them about the policy ending on Dec 31 when they have ample of time from Dec 6th until Dec 31st to do so and the promised time of the work completion is within the time frame. It is not my responsibility to harass the business to do their diligence in order for them to get paid promptly. I also do not appreciated the false information provided to me on Jan 12th about my payment on first visit was only to cover the work done so far when my insurance stated the work was only worth $125 and paid out in full by MetLife on the same day. When questioned about this the business simply stated it was a misunderstanding on their part and once again brushed off all responsibility. Additionally I understand that the temporary bridge cannot replace the actual one and can break. However for the temporarily bridge to break off 3 different times in the past month and initially break happens the day after it was put in is unacceptable. This makes me question their workmanship.
  
  Regards,
  
  *******************************

  Business response

  01/26/2023

  Complete Dental Studio and the staff did not make false claims in regards to any treatment rendered or how long it could possibly take to complete this bridge. It is indicated and communicated on all our forms that results are not guaranteed. Any temporary restoration could break for many different reasons. This doesn't reflect the skills and professionalism of our provider. She does great work. We never reached out to ************************ to go over additional payments. We spoke to him when he was in the office to get his impression re-done. We do let our patients know that our lab takes up to 3 weeks to deliver. This is not an exact 3 weeks. It could come in sooner or it could come in later than 3 weeks. We should have been more clear with the patient when we re-impressed for his bridge that it would be 3 weeks from that date that we would receive his bridge. We never discussed the patient portion or anything about this being his first payment. It clearly stated on his treatment plan what his total amount was and what his insurance was paying along with his patient portion. This is reflected on his Explanation of benefits from Metlife. I'm not sure where the patient is coming up with a $125 charge. Please see Explanation of benefits. We did not get paid same day as bridge work. We did not receive payment until 01/17/2023. The patient doesn't have to pay any additional money to get his bridge seated with our office. Our Doctor is amazing and he can trust her work. We would be happy to get him scheduled to deliver his bridge so we can get him taken care of. Our first priority in our office is to make our patients happy. We want to make this right for ************************. Please let us make this right for you and deliver your bridge. The visit will only take about an hour. We have availability as soon as Monday 01/30/2023 @ 9:30AM. 

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