Complaints

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went into Andrea Bertotto as a new patient.During my initial visis they did and exam and x rays. I provided them with my dental insurance card.I assumed I would have to pay half of the bill, do i paid them $109 which was half of the charges.After leaving I spoke with my dental insurance provider and was told the bill would be cover at 100% and I did not owe anything. I waited over a month to try and get a followup ********* to be told they decided to not take my insurance becasuse they paid to slow, but they received payment within 3 weeks of my initial appointment.I told them I was due a full refund as they were paid. As a result they sent me a check for $35 not the $109 I paid.I called and had no results in obtaining my full refund. I recently sent them back the original check with my EOB from my insurance provider which stated I did not owe them anything. attached is my EOB and they owe me $109 as a full refund.

  Business response

  05/22/2023

  When we received the insurance check, there was not an EOB with it, I have attached what we received with the check. We immediately sent her a refund check for the difference. We called the insurance company and we were on hold for an extreme amount of time and were told they do not send EOB's to the dental office. If we want an EOB we need to go on line and set up an account. Tried setting up an account and the website would not let **. Had to call and they walked me through it to set up and then was able to download EOB. That is when we found out we were in network for her insurance, we did not know this before because we had not heard of this insurance before.  At that time we took the insurance adjustment and wrote her a new check. The check #**** was for $109.50 and was mailed on 5-1-23 and has not been cashed yet. 

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

  Customer response

  05/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hi ****
  I see they responded they sent a check on 5/1/22
  I would like to inform you that I never received a check from them. 
  Can you please ask them to re-issue a new check for the full amount.
  I can pick it up this Friday morning if they are going to be open.
  
  Regards,
  
  *******************

  Business response

  05/30/2023

  I will send another check by registered mail, to the address she provided.

  Customer response

  05/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************

  I WILL LET YOU KNOW WHEN I RECEIVED THE CHECK

  
  

*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. ↩