ComplaintsforAurora Hills Dental Practice

• Initial Complaint

  12/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  It's unfortunate I have to leave a negative review, but recently I've had an issue with this office due to misinformation given to me regarding my insurance coverage. I've had MetLife all throughout my time at this office, back when ****************** operated out of this office and I've never encountered issues that would cause me to pay out of pocket. Months ago I got a friendly reminder from a representative under the new staff to remind me that I'm due for a cleaning. After scheduling the appointment, I clearly asked the person if they were still in-network and if MetLife was still covered, as it had always been covered before under ******************. I was told that ******* was covered, and that they were still in-network. After my scheduled appointment, I get a bill in the mail that requires me to pay an additional $200-something out of pocket. Confused, I call to inquire why and then I was informed that they were actually not "in network". After many calls I get some sort of excuse from one of their representatives stating that I should have been informed by the insurance. I'm disappointed in this level of service when the mistake was clearly on their end.

  Business response

  01/02/2023

  This is the first notification we have received today, December 19, 2022 in letter dated December 12, 2022. 
  

  We have written off his ******************' patient portion that he owes. He has not acknowledged this 
  gesture of good will, as we have reached out multiple times. For reference, we responded to **************************** Review in less than 24 hours with the following response to his complaint: 
  

  "Thank you for sharing feedback with our team! Our goal is to provide clear, accurate communication 
  regarding billing and insurance for all our patients. As there may have been a miscommunication in this instance, as an expression of goodwill, we will waive payment for this particular visit. We ask patients to please be aware that we are unable to honor Metlife PPO status moving forward because we are no 
  longer a preferred provider with MetLife. For any future dental services, payment will be due when 
  services are rendered, and we would be happy to file dental insurance so that patients receive 
  reimbursement directly. We look forward to scheduling your next dental appointment. Thanks again for sharing feedback that helps us achieve our goals!" 
  

  It shall be noted that this practice is no longer owned by ********************************* as of September 2021. Two letters were sent out to patients regarding the change in ownership and the changes being made within the practice. ****************** was notified that we are no longer a preferred provider with his insurance. He elected to make an appointment and be seen with the understanding that there may be an out-of-pocket cost. We sent him a statement, which he refused to pay his patient portion. He was very aggressive and rude to the office staff. 

  Customer response

  01/02/2023

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩