ComplaintsforKids Care Dental Group

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been with ********* Dental ********************* for years and my son is on their treatment plan for braces. Out of nowhere in September the main orthodontist quit. They were required to cancel all of the appointments and reschedule them. My son's appointment was canceled and never rescheduled. Since September I have made multiple attempts to contact the business in which they are almost never available to answer the phone and every time I have called them and spoke to somebody they have said their hands are tied and they just don't have any appointments for the end of the year at least. I also asked if they could just schedule me with whatever appointment they have available and then just call if anyone cancels but they still said they could not do that because there are no appointments they can find. I contacted **** care dental of folsom, to see if I could switch my son to a different location that would have available appointments however that location also was unable to get a hold of the ********************* office and stated that their hands were tied but that they would send them another email and try to have them contact me. My son has now gone a month without having his braces adjusted and due to the fact that we have already paid for the entire treatment plan we can't just switch him to a different dentist. I need to have my son seen so he can have his braces treatment finished or I need to be refunded so that we could go to a different dentist so that we can continue treatment there. When the office does actually answer their phone which is slim to never, they are completely unhelpful and their resolution is to do nothing outside of just wait and see what happens. This is not sufficient for a business especially when we have already paid up front for the treatment.

  Business response

  10/15/2024

  Thank you for providing your feedback. We appreciate you bringing your concern to our attention, and we have reached out directly to get this resolved as soon as possible! In the meantime, we will be discussing your concerns with our team so that we may provide a better experience in the future. Thank you.

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 7/18/2024 my son had his wisdom teeth extracted. We were told everything was covered by our dental insurance except for the xray, which was $65. We paid for the xray and expected the rest to be covered by insurance. We received an email today, 8/30/24, from ********* Dental that we owe them $2,433.00. I checked with my dental insurance as to why the claim wasn't paid and they advised that the xray ********* Dental submitted with the claim was inadequate and on 8/19/24 they asked ********* Dental to submit a new xray. So far it appears that ********* Dental hasn't done that and are instead trying to bill us for something that should be covered by insurance if it wasn't for them sending an inadequate xray. I tried calling ********* Dental's billing customer service line, but they were unable to help as all they provide is an answering service. I'm still trying to figure out how to actually talk to someone that can resolve this billing issue. They made a mistake in the claim submittal, so they need to rectify this issue asap and stop asking us for money.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family has not been a patient of ********* for years. Over the past few months I have been harassed with texts and emails stating that I owe $361.80. I have responded to the email requesting full details of the charges with dates of service and no one responds. There was no balance due when we left this practice. Their business practices are extremely shady which is why we left in the first place. Seems to be billing fraud from what I have experienced.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have received notices via email and text messages from ********* saying I owe between $50 and $100, which I do not owe. I have called and spoken to a customer service representative by phone and spoken to a person from the ********************* office each person said that the other could remove the charge. I have left messages with the billing department at the ********************* office. My husband talked to someone in person at the ********************* office who said we would need to call the customer service number to remove the charge. We have received these messages since about February 3 to about April 11, 2024. I want the messages to stop being sent to me and for a confirmation from ********* that we have a 0 balance due.Thank you.

  Business response

  04/15/2024

  Thank you for providing your feedback. We appreciate you bringing your concern to our attention, and we have reached out directly to get this resolved as soon as possible! In the meantime, we will be discussing your concerns with our team so that we may provide a better experience in the future. Thank you.

  Customer response

  04/24/2024

  I am rejecting this response because:I'm sorry, but I didn't see this email. Could you please re-open the case? I did receive a phone call from ********* from a person who assured me that she had removed the $100 in charges and that my account was at a zero balance. However, since that call, I have received another email from ********* saying that I have a $50 balance due. I am not satisfied with the company's response. I would like them to email me a statement of my account so that I can confirm any balance due. I can ignore the "balance due" emails if I can confirm my account balance.
  
  Thank you.
  
  Best,
  *****
  

  Business response

  04/30/2024

  Thank you for your response. We have since found the additional charge, and cleared that one as well. We apologize for the issue- Thank you for your understanding.

  Customer response

  04/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  **** care dental and orthodontics charged my dental insurance without my consent. My account was completely paid off before they charged my secondary insurance $1000. I requested multiple times to refund the money back to the insurance or send it to me and they keep ignoring me. Eventually they sent $738 back to me, but I want a full refund of $1000 back to me since it was a credit or overcharge and I didn't own them anything. They are very irresponsible and they have been ignoring me for almost a year now.

  Business response

  04/09/2024

  Thank you for providing your feedback. We appreciate you bringing your concern to our attention, and have reached out directly to get this resolved as soon as possible! In the meantime, we will be discussing your concerns with our team so that we may provide a better experience in the future. Thank you.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My daughter started treatment for braces March 2020. Initially it was covered by our insurance.Due to the incompetence of billing department at ********* they never let us know there was difficulty with the payments from our insurance going through on the account. I have had the same dental insurance for 13 years. We continue to receive bills, I have been calling and emailing back and forth with alleged billing reps. **** I called the 916 number, I was made aware by one of the reps that their number was just a call center and not the billing ***** Calls and emails are ignored. Appointments are cancelled without notice. **** we arrive at office we are strongarm to pay the bill. I personally had to contact the reps from my insurance company and explain the situation. **** I told the alleged billing reps from ********* exactly what to do, in detail, they still could not accomplish getting the bill covered by my insurance. I do not feel that I should have to suffer for ineptitude of someone not being able to do their job. I do not work for ********* and I shouldn't have to do their job for them. They still cannot find a resolution to this billing issue after all this time.They need to work with my insurance so they can get paid for the remainder of the treatment. **** are still being sent to us without any effort on their part to resolve this issue.I would never recommend ********* Dental to anyone looking for a dentist for their children.

  Business response

  04/02/2024

  Thank you for providing your feedback. We appreciate you bringing your concern to our attention, and we have reached out directly to get this resolved as soon as possible! Additionally, we will be discussing your concerns with our team so that we may provide a better experience in the future. Thank you.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter was a patient at ********************************* which was purchased by ********* and is located at ************************************************************. My daughter's previous dentist was essentially forced out with the acquisition by ********* and I chose to start looking for another dentist. We had a few visits at ********* and upon leaving after not receiving good customer service we departed in 2021/2022. At the time of my departure, I specifically asked the office to transfer records to my daughter's new dentist office (which I later found out was not done), and confirmed that I had no remaining balance on my daughter's account. She was double covered by two insurances and we were told there was no balance. In 2024, one of my daughter's fillings fell out, and we were at her current dentist office and the dentist inquired as to when the filling was put in. While in the office I called ********* and received no one from the Fairfield location, instead I got a call center who stated they would contact the office and someone would call me back. Days passed and no one ever contacted me back. Yet about 2 weeks later, I started getting emails of a balance with *********. They took my phone number and my email address and started harrassing me with collection emails but no one took the time to call me back about what I called them for in the first place. I called the billing office and explained the situation and also explained that I confirmed upon my departure from KidsCare that my daughter's balance was zero and there was nothing outstanding. The ****** understood and confirmed this was over 2 years ago and stated the balance would be waived and I wouldn't have to worry about it and he was going to get someone from **************** to call me back. They still never called me back. He called me back to try to give me some information but he is a ****** and wouldn't understand where the filing was and I said i appreciated his call but no one called back.

  Business response

  03/19/2024

  Thank you for providing your feedback. We appreciate you bringing your concern to our attention, and we will be reaching out directly to get this resolved as soon as possible! In the meantime, we will be discussing your concerns with our team so that we may provide a better experience in the future. Thank you.

  Customer response

  03/19/2024

   
  Better Business Bureau:
  
  Kids Care rep contacted me directly on Saturday 3/16 and resolved my issue.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date: March 9, 2023 for the amount of $1631.00 by employee# *********. First notified office of dental termination due to move on July 28, 2023. Been trying to reach them every week since September for my refund. My son did not start orthodontics services before moving. Dental office has reached back to me only twice regarding my matter. Once by phone and another via email. I was only given a discontinuation ticket back in October, but again with no resolution! Ref. Discontinuation Ticket# **********. Called again today and was told they wont be able to look up my account due to an electrical surge that put their systems down and would send out another email to escalate my issue. I sent an email out to them 6 days ago with no response. It has been an ongoing issue with trying to get a hold of someone via telephone. The lines either just ring or go dark.

  Business response

  02/09/2024

  Thank you for providing this information. We appreciate you bringing this concern to our attention, and we have reached out directly to resolve this matter. Rest assured that we will be discussing these concerns with our team so that we may provide a better experience in the future. Thank you.

  Customer response

  02/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. They have fully refunded me. 
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In January of 2023 I took my daughter in for her normal checkups and xrays. On February 13, 2023 I received a bill from kids care for approximately $220.00. I called the same day to kids care and asked to speak to someone in the ******** to discuss the bill. She said it was weird I got a bill. That my insurance should cover everything that my daughter had done. She said she would do some research and get back to me. I never heard back. I did call several times and leave voicemails in their inbox but never got a call back. Then in October of 2023 I started to get text messages stating I had a balance of $45.00 due. I did email and request a bill and information for what the bill was for. I again did not hear back. I was able to login to a kids care billing account to try and figure out what the bill was for and I saw that I was also charged for things I was not told I would be charged for. The Dentist during the apt asked if we wanted to put a sealant on her teeth, no cost or price was every mentioned. We said sure thinking it was a free service but it was not. I was charged $42.00 for it. After reviewing my billing and finding the $45.00 that is claimed to be due, the bill states - Miscellaneous for CXL Ped Recall. No information was ever mailed, emailed or called about. This is also not the first time that this has happened. Last year in 2022 we were also over charged and not given any offers for other options for services that were suggested to do. We had to dispute it with the owners and be refunded almost $700. I would like the $45.00 they voided.

  Business response

  01/16/2024

  Thank you for providing your feedback. We appreciate you bringing your concern to our attention, and we will be reaching out directly to get this resolved as soon as possible! In the meantime, we will be discussing your concerns with our team so that we may provide a better experience in the future. Thank you.

  Customer response

  01/16/2024

  I am rejecting this response because: There was no conclusion or resolution. The response is simply saying they will look into it
  

  Business response

  01/22/2024

  We have reached out to the mother numerous times to discuss this matter, but have received no response to our messages. We have reviewed the account and have adjusted the balance from the sealant being done, and the account now has a zero balance for the patient. Thank you for your understanding in resolving this matter. 

  Customer response

  01/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  They left me a message yesterday stating the charges had been adjusted. I am happy with the results. 

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My son was on his second phase of braces. He had braces installed 04/22/2021 where I paid a $841 deposit, insurance paid $382 and over $1500 in monthly payments. During that time my son only had THREE adjustments. The last one being 12/09/2021. We moved four hours away and ********* Dental could not accommodate his visits on a Saturday and were forced to transfer service to a new office and Begin treatment again with a new set of braces. I have tried on multiple occasions to contact their office and get a detailed summary of services given and receive a refund. The office has continued to give me the run around and pass blame from one department to the other. The office is claiming I still owe a balance. I would like this reviewed and resolved as soon as possible!

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