ComplaintsforExcel Dental & Orthodontics and Implants Center

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My first transaction with Excel Dental was on October 18, 2019. They are very unprofessional and I regret not reading Yelp reviews before agreeing to dental procedures. They have two offices in ************ and *************. My first appointment was at the ************ office. My second appointment was scheduled there, too, only nobody was there when I went to my appointment. By chance, an office assistant was opening the door while I was waiting and asked me what I was doing there at the door. I told him that I had an appointment. He told me that they are at the other office in *************. They scheduled me wrong and didn't tell me that the doctor wasn't there, and to come to the other office location. When the crown came in, it was the wrong color. A man in the office tried to convince me that the color was correct, which it was not. I had to fight to make them order the correct color. My implant became loose. On my 4/13/2022 scheduled appointment, the waiting room was packed. Everyone was seen before me and I was made to wait 2 hours to be seen. That appointment was made because the implant became loose. Implants aren't supposed to be loose three years later. They used antiquated, ill fitting, cheap crowns. Above all else with the lack of quality dental care, the office staff is incredibly unprofessional. **** the office manager is the worst. She acts as if they are hiding something. She is impossible to communicate with. She doesn't return phone calls; flat out ignoring them. On April 25th and 26th, 2024 I made four phone calls to get an authorization to release my records. This is a simple form that was to be emailed over to me and returned so that I can go to another dentist to replace the crown. The crown is ill fitting and I wanted to get the new dentist the records because each crown has it's own tools to work with. Excel Dental has made this impossible. I feel like they are hiding bad medical care and business practices.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'd like to file a formal complaint against Excel *********************************************** Center (********************************************************************* // Phone: ************)March 2023: Under my Aetna Dental PPO plan, I had a root canal and was advised to complete a 'deep clean.' I saw the location was in-network according to the Aetna site, so I called the location to confirm they took my specific plan which they confirmed that they did. The estimate for all work needed, after insurance, was $2,582.00 - I was encouraged by the Office Manager, *** to use a payment solution called ****************** which offered 0% 12 month financing. Which I opted to do as I was in a difficult financial situation. I have been paying minimums Aetna confirmed that this provider was not in network and therefore my services were charged accordingly. Excel *********************************************** Center confirmed that my insurance plan was accepted by them as was in-network.Sept 2023: Changed coverage to Cigna HMO - Cigna site showed that they were in network but confirmed verbally with ***, Office Manager that they accepted my plan. Which she confirmed. Completed my 6-month exam; at which point I was informed I needed 3 fillings. The cost was estimated at $150 for my appointment, then $868.00 for the 3 fillings. I financed the $868 via ************ as we still have the 0% interest offer.***** has no record of my 6mo cleaning nor the 3 fillings on file. Excel *********************************************** Center confirmed that my insurance plan was accepted by them as was in-network.I'm now out $3600 for services. I was defrauded by this business as they informed me:Their office accepted my insurance plan (Aetna PPO; Cigna HMO)Via a written copy showing work needed, cost covered by in-network insurance and my out of pocket cost Urged to used a private lending group to finance the cost

  Customer response

  12/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have treated my teeth #** and #** in H3**23**53637383638H Dental Office and in the last stage they hold my #** crown and H3**23**53637383638H want me to pay $1,100 more to put the #** crown on, which should be ready to put on my wifes tooth in Aug 29, 2023. According to the Principal and H3**23**53637383638H in-network agreement I need to pay additional $166.30, it is not $1,100. Please refer to attachments. My copay balance is +$380.10 from my payment in advanced $1,5**.70. From EOB the ******************* contracted allowable cost benefit paid $1,271.40 already and my responsibility is $1,**3.60. I has paid in advance $1,5**.70, and the remained positive balance is $380.10. I still has remained insurance benefit $228.60 after completed tooth #** treatment. The total balance is $608.70 ($380.10+$228.60) which can be used for #** crown. The #** tooth crown allowable charge is $775. To subtract the balance of $608.70 I need to pay the rest of $166.30 to complete #** crown. But the H3**23**53637383638H Dental Office want me to pay the additional $1,100 not the insurance allowable charge $166.30 otherwise they will hold the #** crown. I have called, texted and emailed ***** in H3**532343**937303032H office many times to ask them to complete #** crown on but they insist for $1,100. Then H3**23**53637383638H leave my #** without crown. I hope H363**73932383**831H to look this case to help me to let H3**23**53637383638H complete the treatment or H3**23**53637383638H shall refund my balance of $380.10. So that I can switch to another responsible and honest dentist to continue this treatment.

  

  Business response

  02/02/2024

   Y. Min- This complaint should be closed since this matter is also resolved. The ***************** ruled the verdict in the favor of the office where indeed the patient owed is the additional copayment. We have sent the email and copied the response to the patient as well. 
  

  
  

  Customer response

  02/15/2024

  Thank you for your email dated Feb 2, ************************* #********. The message you received from H3**23**53637383638H Dental & H353**8363836323339H is not reflect the truth. My insurance company Principal has not ruled the verdict in the favor of the H3**532343**937303032H office. Instead of that the Principal request H3**23**53637383638H to pay back the overcharge amount $267.10 from insurance and overcharge  $430.90 of my copay in this attached letter dated January 4, 2024. Please refer to attached letter from Principal. Principal is clear state the overcharge is due to H3**23**53637383638H does not permanently seated my tooth #** crown.
  
  H3**23**53637383638H provide false information and lied to you. Please do not let H3**23**53637383638H fool us. The issue does not resolve and not close.
  
  
  If you need more information please call my husband **********.
  
  Thanks,
  
  ****** ****

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