Complaints

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 10, 2023 I had a routine dental visit. I have been using Costa for dental care since February 2016. I recently had a change in dental insurance, and admitted had forgotten to check to verify if Costa accepted the new insurance. Upon check-in, I was informed that they did not accept my dental insurance, but the receptionist assured me definitively that the fees would be the same as previously and that all basic cleanings are always covered. Previous appointment fees (for appointments on 11/9/22, 5/4/22, 10/13/21) for Prophylaxis Adult - ***** and Periodic Oral Eval - ***** were billed at $64 and $34, respectively. The receptionist had stated the fees would be the same and would be covered by my new insurance, and she further explained that additional treatments (i.e. fillings, etc) would be billed higher. However upon receiving my subsequent statement, the Prophylaxis Adult ***** and Periodic Oral Eval ***** were billed at $115 and $59, respectively. My insurance covered the previously charged amounts, then leaving then an outstanding balance. I have called Costa 4 times to discuss this, and have been told the Practice Director will reach back out to me to make this right. However no one has contacted me and I continue to receive billing statements for the outstanding balance. The amount of the balance is not the issue; the misleading misinformation and subsequent dismissive customer service is the issue. Had I been properly informed, I could have made an informed decision on whether to cancel and pay the late cancellation fee or move forward with the appointment and pay the related fees. I was not permitted the appropriate opportunity to make an informed decision since I was misled and misinformed face to face by the Costa Dentistry representative.

  Customer response

  08/23/2023

  From: ***************************** <*******************>
  Date: Wed, Aug 23, 2023 at 12:05 PM
  Subject: Re: Complaint #******** - RESOLVED
  To: <**********@mybbb.org>
  
  Good afternoon,
  
  In regards to the complaint below, please be advised that the business has resolved my concerns. No further action is needed. You can close this case out.
  
  Thanks,
  *****************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am receiving emails about a service which was provided a year and a half ago. The provider indicated they verified insurance before I arrived, provided no service in the office, were fairly rude and condescending as I recall (the reason I decided to go somewhere else) and now are emailing me a year and a half later about $40 in which they should have collected at the time of visit since I have my receipt of what they stated was paid by insurance after they verified information. The girl I just talked to on the phone ********** was very impersonal and telling me “she’s in a bind” because they called the insurance who stated I wasn’t active. We’ll you stated I was and I know I was at the time, so that is absolutely on your office. The unprofessionalism of this office is astounding and I am glad I didn’t go back there because I would hate to have this office be in charge of anything medical for me or my kids

  

  Business response

  04/03/2023

  This account was adjusted and patient was happy when she  spoke with a manager.  

*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. ↩