ComplaintsforAmerican Dental Care, LLC

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In April I went for cap on my upper back tooth the impression was not done right the person did the impression about five I gave them my front bridge to send with the impression so everything could right it came back in March it did not fit they put a temporary one and I can't wear .my bridge everything has to be redone I have another appointment in may a the cap is not back so they are rescheduling once again I still can wear my bridge I have been walking around with no front teeth and no one cares it's is very embarrassing to me I Don't want to go out because o have no front teeth I need some help

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  the dental office is attempting to committ fraud billing for services paid for already i was reimbirsed for services i paid out of pocket for and they are still trying to bill the insurance i had made several attempts to get it resolved with the dental office - from november until i was paid back by umr- i resolved the issue yet thy are still trying to be paid for services rendered

  Business response

  04/29/2024

  I have been in constant contact with Mrs. ***. She came into our office on 10/25/2023. I contacted her as well as the billing department to ask her to contact her insurance. Please see the notes below.
  
  On 12/01/2023, the date of service was 10/25/2023, and the software used was Charm. As per UMR Insurance representative, the claim was under processing, but the insurance needed to know if the crown was initial or a replacement, and the patient needed to contact the insurance to update this information. The claim number was ************ and the reference number was ***********519. Vikas noted this information on 12/01.
  
  After speaking with the insurance on 12/01/2023, I spoke with ******s husband regarding the claim. I told him to contact UMR Ins to provide the Crown information to UMR Insurance. Only then the insurance would further process the claim. James told me that he would reach out to the insurance ASAP. Vikas noted this on 12/01.
  
  During the period between January 2024 and February 2024, the insurance clearance house was hacked. All outstanding claims and payments were paused for a short period of 30-60 days.
  
  On 02/08/2024, the patient called regarding the credit on the account. I informed the patient that there was still an open claim on the account. The patient said that we did not submit it correctly and asked me to send a message to the billing department. At no time did Mrs. *** let us know that she had contacted the insurance company to have payment issued to her and already revived payment. At this time Mrs. *** had received payment from the insurance company and wanted a refund as well. 
  
  In the meantime, the patient filed a complaint with the BBB on 02/12/2024 because we did not refund her money promptly. The patient's claim was still open. We were made aware that the patient was issued a check from the insurance company on 01/12/2024 for the crown placement. We were given the check information and the date it was cashed.
  
  Due to the recent hack, we contacted the patient to make sure she received the payment. The patient stated that she did. During this call, Mrs. *** became very upset and made threats to file a complaint. The claim was closed, and no other claims were submitted to the insurance company.
  
  If you have any further questions, please let us know. 
  
  Sincerely,
  
  Office Manager
  American Dental Care
  60 Wolf Creek Blvd,
  Dover, DE-19901
  Phone: (302)-734-7634
  Fax: (302)-734-7816
  Beautiful Smiles. Magnificent Dentistry. why here...

  Customer response

  04/29/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The response is not accurate I was hung up on multiple times from November until I processed the request with my insurance company if they were hacked as she claims they would not have hung up each time I requested a manager ******** did not keep in contact with me until they tried to process the clam after I received a refund check from my insurance company also that was not until end of February beginning of March … unfortunately this seems to be the normal with the organization regarding the billing and overcharging ******** did not return any calls from November through end of February 2024 and she was not in constant contact with me or my spouse. Regards, Complaint ID: 21536425      

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  The name of the doctor who was treating me was Dr. **** **** on11/21/22 he ordered the upper denture that was supposed to cost $911.10 but the staff overcharged me they charged $959.10 I was never reimbursed for the overcharge amount even though I informed them. On 03/06/2023 Dr. **** ordered the lower denture which I paid them $813.that would have five teeth on the denture, he told me I would receive both my dentures on my next visit I ask him why it was talking so long for me to receive my dentures he said they had switched Labs, and this one was much quicker. On the upper dentures he would have two teeth in place when he extracts my teeth at my next appointment. When I went to the Appointment desk to make my appointment the Staff said the only available was May 15th, 2023, so I accepted that date. When May 15th came, I arrived for my appointment only to find a new staff at the desk, and he could not find the doctor or anything on my appointment finally a staff came to see what was going on that's when she told me I would have to make another appointment because Dr. **** was no longer with them I said someone should have notified me, but they didn't when I went to make a new appointment the staff told me the only other Doctor that did extraction was out of the country and was supposed to return in two weeks. When I asked about my dentures, she said they both was in, and I would be receiving them on my next visit when the new doctor return and if he came back early, she would let me know she had an appointment for May 30th, 2023,At 12:00pm When that date came around I went in for my appointment only to have Dr.****** the new doctor refuse to extract the two teeth so I could have my upper dentures inserted. So, the staff inserted the lower denture after he left the room. Once I took the lower denture out, I realized two teeth was missing from the denture I tried to get my money back, but they only sent me a check for $604.10 so now they owe me $1168.00

  Business response

  03/13/2024

  March 13,2024
  
  Attention:  BBB
  
  Dear BBB,
  
  Thank you for contacting us. We would like to inform you that Mrs. ***** has been our patient since 2019. During her initial visits in 2019, she underwent two limited procedures and one extraction. In her subsequent visit in 2022, Mrs. ***** came in for a cleaning appointment and was treatment planned for a partial interim denture on 11/04/2022.
  
  During her visit on 11/21/2022, Mrs. ***** expressed her concern about the increasing mobility of her upper teeth. We informed her that posterior support was necessary to correct the issue, and the absence of such support would lead to further bone loss on the maxillary anteriors. We presented Mrs. ***** with the option of a maxillary interim partial denture, which could be upgraded with denture teeth in the future, or a full denture as an immediate solution. We also discussed implant options, but Mrs. ***** preferred to wait until after her full recovery. She was informed that immediate implants and an over denture or fixed denture with locators could be an option in the future. Mrs. ***** also expressed her financial constraints and preferred to delay the lower metal partial.
  On 12/12/2022, Mrs. ***** decided to proceed with partial upper denture instead of a full complete upper denture and sent her final impression to the lab for wax rims. During her visit on 01/09/2023, Mrs. ***** received a bite block and chose a shade a3.5. We took an impression of the intaglio surface and bite registration to ensure a better fit. On 02/06/2023, Mrs. ***** decided to start a lower partial denture and requested a try-in for both upper and lower partial dentures.
  
  
  On 03/06/2023, Mrs. ***** presented for the try-in of her upper immediate partial denture and custom lower impression tray. During the appointment, we noted that Mrs. *****'s teeth were becoming more mobile on the maxillary and encouraged her to consider a complete denture. However, she refused at this time and was informed that the partial denture would be an interim solution until she was ready for the complete denture. We also noted that #7 denture tooth would need to be extracted along with #10 on the day of delivery due to an increase in mobility.
  On 03/27/2023, Mrs. ***** returned to our office for the try-in of her upper and lower partial dentures and the extraction of #7 and #10.
  On May 30,2023, Patient came into the office for a consult with Dr.V. During this visit we went over different options with the patient. Patient was scheduled to have both upper and lower resin partials delivered at this visit along with ext of #7 and 10. But #6, 8 and 11 had Grade II mobility. #6,7,8,10 and 11 had poor prognosis. Discussed Upper Immediate CD after exacts of all remaining upper teeth. Discussed potential lack of retention due to lack of bone. Advised to save up for Implant over dentures in the upper arch.
  Lower resin partial tried in and patient was very happy. Took an impression with lower partial in.
  We took impressions for Upper Immediate CD; Delivery of lower resin partial.
  A patient came to the office on June 9, 2023, upset about a change in their recent treatment plan. The patient requested a refund and expressed their desire to transfer care. Despite going into detail about the new treatment plan, the patient remained unhappy and did not want to proceed. I made a note to speak with Kal about a possible refund on Monday. The patient was polite and cordial throughout our conversation.
  On 06/14/2023 I called patient to make her aware of refund status:
  Patient was given two options.
  1st- We could move forward with full denture, free of charge to patient.
  2nd- Patient would be responsible for $300 lab fee, and refund for remainder would be made.
  12/28/2023- Patient called in and spoke to ******, See message sent to me:
  **** ***** 46845 , she got her dentures ordered by Dr Shaw and paid the full amount $1750, but we did not follow through with fitting the denture as 2 teeth needed to be extracted which she was willing to pay for but we did not do it, the denture was missing some teeth as per her, she asked for a refund but she was told only $300 could be compensated as per ********. she has already filed 2 complaints with her ins company and she wants the refund before the new years. she wishes to speak to someone higher so I told her I would pass on the message. *************
  Follow-up Call: During the call, the patient expressed confusion and felt that she was owed more than what was credited to her account. I explained to her multiple times that she was responsible for the lab fee, as her insurance had reached its maximum for 2022. This is why the credit is lower than she expected. I added the patient to the refund list for $604.10, while the lab fee was already added to her account. The patient mentioned that she doesn't have all her teeth with her partial. However, when the lower partial was delivered, she was very happy. I informed her that this was the first time I had heard about any issues with the partial. I offered her to come in, but she refused. Additionally, she stated that she was not interested in taking the refund. January 22nd, 2024 - Patient Letter: The patient sent us a letter via fax, expressing her continued dissatisfaction with not receiving the full refund she believes is due to her. Even though she previously declined to speak with me, I called her to inform her that Kal is out of the office and offered her the opportunity to come in for the partial that we delivered. The patient responded by saying "********, please" and refused to come in. She stated that she only wants her money back and doesn't want anything else from our office. We understand that Mrs. ***** is upset, and we have refunded her and the insurance company for any uncompleted work. We completed the lower partial and delivered it to the patient, who was very happy with it. We have also assured Mrs. ***** that we are willing to help her with any issues or make any necessary adjustments. Mrs. ***** refuses to come in.
  At this time Mrs. ***** has received a refund by check. If there is anything else that we can do to help please let us know. It is our main purpose to make our patient’s happy.
  ******** *********
  Office Manager
  American Dental Care
  60 Wolf Creek Blvd,
  Dover,DE-19901
  Ph:  (302)-734-7634
  Fax: (302)-734-7816

  Customer response

  03/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21413336

    I am rejecting the Business Response because some of the statements made are false Dr. **** discussed implants or dentures only. There was never a financial constraint about the lower dental payment I was waiting on my dental allowance in 2023 from my insurance to pay their potion and Dr.**** said it was ok if I waited. I purchased the upper and lower dentures following his advice, but I did not rule out implants in the future. I did not have any extractions on 03-27-2023.as Ms. ********* stated in her response letter. May 30th, 2023, was the day I was supposed to have two extractions but Dr. Refused to comply and that day and date was never a consult. I was prep by the staff for the extraction. Dr. V. did not discuss saving for implants because he would have been out of line, and I find that statement insulting she don't know anything my finances. I did feel uncomfortable with Dr.V. Because his rude discussion about cancer treatment I informed her about it on June 9th, 2023.On 06/14/2023 she left out the part that I would have to pay and additional amount of money to them to have six teeth extracted she also left out the amount they overcharged me for the upper dentures. On 12/27/2023@5:25pm I received a call from ****** requesting I schedule a cleaning appointment I informed her I was no longer a patient of theirs and all future appoints had been cancelled. I asked her to have ********'s supervisor call me because ******** stop excepting calls from me and a few Aetna staff, so I did not want to speak with her. On12/28/2023 @10:21am I received a call from ******** at no time was I confused about the amount of money they owe me because they refused to provide the service, I paid them for. She said the only amount they were allowed to pay me was $604.10. I informed her that I wanted the $1772.10 I paid them a check did come in the mail from *** for $604.10. On 01/ 21/24 I sent an email asking them to give a copy to *** an Dr. ***** the next day I faxed a copy to their office shortly after ******** call me to inform me that *** was out of the office and was returning on Monday, but she put a copy on his desk, I also sent a certified copy to Dr. ***** Dr. ***** and *** ignored the correspondence All I want from them is the balance they owe me now in the amount of $1168.00. I will fax supporting document to BBB. 

   

   

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Prior to scheduling any appointment with American Dental Care, I verified that American Dental Care accepts my insurance plans. On November 9, 2023, I had an appointment with American Dental Care. A crown had come loose from the base of the tooth. It was put back on the tooth at this appointment. For this American Dental Care charged $720. Of that amount, I paid $92 that day. On December 20, 2023, Blue Cross Blue Shield received a claim from American Dental Care. This is my secondary insurance company. Of the $720, Blue Cross Shield paid $105. The claim stated that $90 of charge was not my responsibilty. As of January 25, 2024, my supplement dental insurance provider, Delta Dental, has not received a claim from American Dental Care for this service. On January 16, 2024, American Dental Care sent me an e-mail notice stating that I owe $523. Although I contacted American Dental Care to stress that the Delta Dental had yet to receive a claim, they persisted. I received a phone call stating that I owe $525. I also received notices by e-mail on January 17, 2024, January 23, 2024 and January 30, 2024 demanding the incorrect amount of $525. Since Blue Cross Blue Shield stated that the $90 is not my responsibility, $105 was paid by this company, I paid the $92, the amount is actually $423 prior to receipt and review by Delta Dental. My request is that American Dental Care be held accountable for sending the claims to the appropriate insurance companies, charging correct amounts and stop harassing the patients and customers.

  Business response

  02/14/2024

  Good afternoon, 

   

  Please see attached. 

   

  Thank you, 

  Customer response

  02/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 21219988
  

  The Dental Insurance provider, Delta Dental, received and reviewed the statement on February 15, 2024. All items are partially covered. There was no mentioned on the statement from Delta Dental of the earlier payments from Blue Cross Blue Shield ($105) and from me ($92) at the appointment on November 9, 2023.

   

  Thanks for your assistance. 

   

   

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have worked really hard to have nice teeth, after years of braces and whitening my teeth. I was told I needed a crown on my front tooth due to a crack (that could not be seen with the naked eye, only with a blacklight the provider used). I was assured that the crown would look very similar to my original tooth and would not be overtly noticeable. I had a permanent crown placed on my front tooth from American Dental Care. Apparently it is standard practice to ask patients if the color is right (in multiple light settings) prior to putting the crown in, but they did not do that. It was completely the wrong shade, color and material for a front tooth. I consulted another provider who told me that they used the wrong material for a front tooth, as the material they used looks incredibly "fake" and does not match surrounding teeth. I was also told that because this is a front tooth, they should have discussed other materials that can be used (eMax, layered Zirconia, etc.) rather than just the standard old school materials for back teeth. My original provider never even told me there were other materials, which is both unprofessional and disturbing. I contacted American Dental Care to schedule a follow-up to come into their office and discuss this. I had several appointments scheduled that were all cancelled by them last minute. Every time the appointment was cancelled, a different reason was given. When the appointments were cancelled, they kept rescheduling appointments further and further out. When my initial provider put my permanent crown in, he told me that he would be out of the country for 2 weeks and if I had any issues while he was gone, I could schedule with another provider. When I inquired why the reasoning for my appointments getting cancelled kept changing, the office manager admitted that the provider was still out of the country. The office manager also told me that the provider was having passport issues and was not able to come back into the US and was stuck out of the country. The office manager told me that they were not sure when the provider would be back, so she was scheduling patients out into July. Keep in mind that this is April, so at a minimum I would have to wait 3 months just to be seen and it could be longer. American Dental Care has several other dentists on staff so when I asked to be scheduled with another dentist, they refused to do so. They told me that I had to see my initial provider and would not allow me to schedule with another provider. I expressed my frustration with this, as it is the same dental practice, and they hung up on me. They refused to return any of my calls after that. At this point, I did not trust the work American Dental Care did and filed a grievance with my insurance. American Dental Care is an in-network provider for my insurance so I filed my grievance against American Dental Care. In the meantime, I wanted to have another provider look at my crown and requested that American Dental Care send my records to the new provider. They hung up the phone on me and refused to send the records to the new provider. Therefore, I had to have another x-ray done because I could not get the records from American Dental Care. This other provider also agreed the wrong material, color and shade of crown were utilized. I then received a "finding" from my insurance company who said they also could not review the records from American Dental Care because the provider refused to send them the records. As a patient, it is my right to have access to my records and have them transferred to new offices as needed. In addition, as insurance companies are paying these providers, providers are required to share records with them if I have requested it. And hanging up on people and refusing to call back or allow me to come for a follow-up? Absolutely unprofessional and disgusting. I will now need to spend thousands of more dollars to get a new crown, and will likely need a root canal because of this.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Last October I went in for a routine cleaning and X-rays. When my EOB and bill was received, there were charges billed for services that were not provided. Hygienist charged me for a fluoride treatment that was never done and a periodontal maintenance that was also never done. Hygienist barely provided a standard cleaning, with no flossing or rinsing after 'cleaning'. After repeated attempts via phone and email, my billing is still not correct, 9 months later. There have been 5 claims resubmitted and none of them were filed correctly or stated that they were for a correction on the original claim from October. I am receiving bills through text, email and mail. I have spoken with multiple people within the office, some of whom are to be managers or supervisors, yet no one can figure out how to resubmit a corrected claim. There are finance charges on my bill, which the office decided to waive as a professional courtesy, those charges should have never been billed if the claims had been resubmitted correctly. I have been in contact with my dental insurance and at this point, I will need to file a grievance in attempts to finally get this billing issue resolved.

  Business response

  07/12/2023

  
  July 12, 2023
  
  
  Customer: ***** *****
  ID: 20303855
  
  
  Mrs. ***** and her family have been customer’s at our practice since 2017.  On 11/02/2017 Mrs. ***** was first seen in our office during her visit it was noted that her overall health oral health was fair to poor, Mrs. ***** had 2-5 mm probing with recession. Due to her X-rays and probing it was noted that the customer had periodontal disease, and it was needed for the customer to start with Scaling and Root Planning followed by periodontal Maintenance. At this visit no cleaning was done. Customer was not seen in our office again until 02/05/2019, during this visit the patient was just seen for a consult due the patient having discomfort. Mrs. ***** had her SRP’s on 07/29/2020 and 08/05/2020 followed up by a cleaning/ Periodontal Maintenance every 3 months. During the customer’s last visit on 10/12/2022, she had a Periodontal Maintenance. Customer was aware she had used up her insurance benefits for the year for her standard cleaning, if we were to do a standard cleaning the customer would be responsible for the full co-pay vs. doing the  Periodontal Maintenance she would be responsible for 20% co-pay. The claim was processed as a Periodontal Maintenance, per the customer’s request she wanted us to do a corrective claim and resubmit it to the insurance company as a standard cleaning. Chart Note from 12/22/22 states- Patient called in to discuss balance. She feels like she had a regular cleaning and not a Periodontal Maintenance. After speaking with ******* - she verify that a Periodontal Maintenance was done and we would not be able to resubmit a claim for a prophy. Patient was not happy and had Staff cancelled all of her up- coming appointments for her and her family. Staff did make her aware of collections after a certain time and she said at this point she does not care. Per Chart note on 01/09/2023- DOS 10/12/2022: Pt had SRP in the past (2020). Since then she has returned for routine prophys.  Her last visit was billed as Periodontal Maintenance.  After speaking with hygienist, we will continue treatment as prophys for now.  If her periodontal health starts to decline in any way or if she requires SRP in the future.  Staff sent a corrected claim to Delta dental for prophy on DOS 10/12/2022. We received payment from the insurance company for the Periodontal Maintenance; the insurance company retracted the payment. The standard cleaning was denied due to frequency. Mrs. ***** asked us to reopen her claim and resubmit it again as a standard cleaning, even though we told the customer it will be denied and she will have a copay. The claim was opened and resubmitted on 4/18/2023 and 07/05/2023. The claim was denied on 06/21/2023- per Insurance company Delta denied the prophy due to frequency limitation. The claim that was reopened on 7/5/23 is still pending. We did a professional courtesy to a late finance charges on her account. We do try our hardest to please our customer’s, and full fill their request in a timely manner. Mrs. ***** has called the office every day since 7/05/2023; we have always returned her call in the same business day. If you have any other questions please feel free to reach out to us.
  
  
  Thank you,
  
  Office Manager
  American Dental Care 

  Customer response

  07/24/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue.  For your reference, details of the offer I reviewed appear below.

  I have reviewed the response from ******** *********, Office Manager at American Dental. Statements provided to this BBB response are false. I have uploaded 11 emails I have sent to American Dental starting in Nov when I first requested to speak with someone in the office regarding the billing of services not provided. In these emails I was very detailed in what I was requesting. 

  I would also like to address false statements made in this response from the office manager, ******** *********. *Notates statement made by American Dental. My response will be notated by+ below the response 

  *Customer was aware she had used up her insurance benefits for the year for her standard cleaning, if we were to do a standard cleaning the customer would be responsible for the full co-pay vs. doing the  Periodontal Maintenance she would be responsible for 20% co-pay. 

  + - I was not made aware at the time of the visit on 10-12-22 that I had used up my insurance benefits for the year, nor was I told that the appointment was for a periodontal maintenance cleaning, it was scheduled as a regular cleaning. I have never had an issue in the past paying for periodontal maintenance visits, because that service was actually provided.

  *Chart Note from 12/22/22 states- Patient called in to discuss balance. She feels like she had a regular cleaning and not a Periodontal Maintenance. After speaking with ******* - she verify that a Periodontal Maintenance was done and we would not be able to resubmit a claim for a prophy.

  + - When I was finally able to speak with someone in the office who took the time to listen to me and help me resolve this issue of the visit on 10-12-22, which was *******, she confirmed that the bill would be resubmitted because work was not done. I spoke with ******* for the 1st time in January. 

  *We received payment from the insurance company for the Periodontal Maintenance; the insurance company retracted the payment. 

  +- To date, I have requested several times proof that Delta Dental retracted the payment as the office stated and I have yet to receive that proof. According to Delta Dental, no retraction was made on my account from them.

  *Mrs. Young asked us to reopen her claim and resubmit it again as a standard cleaning, even though we told the customer it will be denied and she will have a copay. 

  +- This is not accurate. I was never told that the claim would be denied, and I would have to pay the co-pay, I was never told beforehand. What I WAS told, after I had to call the office again after receiving yet another bill with a finance charge, was the Delta Dental denied the charge because it's showing as a duplicate billing for services.  That is because, according to Delta Dental, the office is not resubmitting the claims correctly, so they are being denied because it looks like I've had now multiple cleanings done on the same day. 

  *The claim that was reopened on 7/5/23 is still pending. 

  +- The claim is still pending because once again, it was resubmitted incorrectly, and this time the fluoride treatment was added again. 

  *We did a professional courtesy to a late finance charges on her account. 

  +- There should not be any finance charges for them to give me the 'professional courtesy' of waiving because had the claims been submitted correctly, we wouldn't be here 9 months later still trying to resolve a minor billing issue.

  *Mrs. Young has called the office every day since 7/05/2023; we have always returned her call in the same business day. 

  +- This is completely false. I have not called in EVERY DAY since 7-5-23. If needed, I will provide my cell phone call log as proof to how many times I have called to resolve this issue. 

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20303855

   

   

   

• Initial Complaint

  05/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This dispute is about a "so called" missed appointment fee for $55.00. As of January, 2023 I have dental insurance with United Concordia part of Highmark Delaware BC/BS Medicare Advantage. On March 16, 2023 I had an appointment with American Dental Care for 2:00 p.m. Prior to the appointment, I checked with my dental insurance to see if American Dental is in their network. I found out that American Dental is in the network. When I arrived at the dental office, I informed them that I have a new insurance and I just wanted to verify the coverage. To my dismay I sat in the waiting room for about 20 minutes waiting for the inept clerk to verify my coverage. The clerk was not sure and told me that American Dental did accept my insurance. In the meantime, a rude hygienist approached me and asked me if I was ready. I told her that your office does not take my insurance, so I would have to leave. I left the office, and I came home to call my insurance company and explained to them what happened. Eventually, I called back to American Dental and told them to check for my insurance coverage again. I spoke with another assistant and she checked and she told me that everything was alright with my insurance. I then made another appointment for March 23, 2023 for 12:30. Everything with that appointment went o.k. I do not understand why American Dental keeps harassing me for the fee. I have called American Dental several times to resolve this issue but to no avail. I want the dental office to remove the fee from my account and quit harassing me for something that was their error. Thank you.

  Business response

  05/17/2023

  Reached out to customer to discuss her complaint and find resolution. 

  Customer response

  05/26/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 20066588
  

   

   

   

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I use this facility every 6 months which is cover by my health care. I recently visit this facility and had an exam but I requested approval of procedure which Dental Health care has refused to to answer my coverage. Today 1/16/23 they hung up on me calling from *** *** ****. No reason of their unprofessionalism and I waited on hold for 15 mins plus. I need this dental work completed and yes, my health care convers the procedures of tooth removal. I had to go to the office at my time and expense because of the unprofessional employees they have.

  Business response

  01/30/2023

  Attention BBB,

   

  We have contacted Mr. ******* and we have resolved this issue. He has been scheduled accordingly and provided with his benefit information and he has no further concerns at this time. 

   

  Thank you,

   

  American Dental Care. 

• Initial Complaint

  12/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I believe that I was billed for a dental procedure, which I did not receive. I do not think that malice is involved but that a simple coding error has occurred, which has resulted in my bank account being lightened to the tune of $698.50. First let me say that I do not believe any malaise was intentional. I believe it is simple a coding error. On 8/4/2022 I had a temporary filling replaced with a permanent filling by Dr ***** ** after I had a root canal two days prior (through) an existing crown, which was installed by Dr ***** ** a few weeks prior. A buildup procedure entails the construction of a foundation upon which a crown is to be (seated). I already had a crown on the tooth in question, it was pre-existing. It is after researching this procedure and in my humble opinion that I did not receive the buildup procedure which was billed. I simply had a temporary filling replaced with a permanent filling. Someone at American Dental miscoded and billed my insurance company, which of course denied the claim for obvious reasons, (I already had a crown). And I was stuck paying the entire bill. I have spoken to my insurance company, and they informed me that it’s not unheard of that a miscoding error has occurred. I have attempted to rectify the situation numerous times with the billing department as well as leaving numerous messages both via the phone and personally with the receptionist. for the office manager to call me back. No response was ever forthcoming. I wrote a letter to both Dr. Amit Patel as well as the performing dentist Dr. ***** ** pointing out what I believe to be an error. These letters were received on 12/2/20022 via the front desk/receptionist. As of this date I have received no communication from American Dental Care. I believe that American Dental Care is not attempting act in good faith regarding this outstanding issue, I am therefor left with making this complaint public for others to that may have an issue with the way American Dental Care does business. Attempted contact dates: 11/16.2022, I left a message with the secretary for your office manager. I never received a reply. 11/17/2022, I left an answering machine. I never received a reply. 11/21/2022, again I left an answering machine. I never received a reply. 11/28/2022, I drove up and spoke with a very polite young lady about the bill. She told me that they would speak with Dr ***** when he arrived, and she promised that I would receive a phone call that day. I never received that call. 11/29/2022. I wrote the letters of complaint spoken of above and mailed them out registered on the same day and as of this time I have received no response.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On August 2, 2022 my daughter had a routine check up and cleaning scheduled. During that appointment the dental hygienist asked to apply sealants on Eve’s molars and stated the procedure was covered by my dental insurance. The hygienist was given permission to apply the sealants. The dental hygienist did not disclose that sealants had already been applied to those same teeth on August 11, 2021. Since sealants had already been applied in August of 2021 my dental insurance denied the full cost and I received a bill for $284.00 (account number 52614). I have made several attempts to speak with the billing department regarding this issue with no response.

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