ComplaintsforFamilia Dental LLC

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started ortho services for my son in the later part of the year in 2019. In 2020, I found out my insurance claims had not been filed to have both (mine and my husbands) pay towards the services. I would have had to pay very minimal if claims would have been filed. Every time I called to follow up with filing the claims, they still did not have the insurances information as I had given time and time again. I also found out during this time, my total purchase went for $3,2?? To over $4,500. Some how they had a consultation paper signed that was NOT my signature. I had only chosen this provider because is was $1,000 less than my other option. If I was going to pay $4,500, I would have went elsewhere. I brought this to their attention on multiple occasions with no acknowledgement. I even waited for call backs from the call center on 3 different occasions with NO ONE to return my call. A year and a half later, I am still waiting for my insurance to be claimed. I have called the office multiple times, with no answer, left messages with no returned calls. I went up to the office in person, they advised my file has been filed with corporate since June of 2021 and the lady working on my file would call me the next day. Here we are 3 days later with no response. I need my issues resolved immediately or I will take my issue to court.

  Business response

  03/04/2022

  Good Morning ******,

   

  I'm truly sorry for the run around you been getting regarding your son ortho claims. I was able to speak with our ortho department to get answer to this matter. Please see their response:

  When patient bonded they were active with Delta Dental of GA thru the father and MetLife thru the mother. MetLife became inactive then became active with Delta Dental of GA. Primary has issued payments, we have submitted the claim to MetLife as secondary. They only issued one payment; now we have submitted claim to Delta Dental of GA thru the mother's policy. We haven't been able to provide patient an updated quote because we need to wait on ***. 
  I called Delta Dental of GA to follow up on the claim that was mailed 2/9/2022. I spoke with rep. ***** she informed me that the claim is not on file, we have the wrong mailing address. I have mailed the claim to the correct address with all eobs attached.

  As soon as they received the *** you will be given an update ortho quote with correct fees.

  If you have any other questions, please don't hesitate to reach out to out ortho department since they are working on the claim.

  Sincerely, 

  ***

  Customer response

  03/08/2022

   
  Complaint: 16772936
  
  I am rejecting this response because:
  
  I am still concerned with the original consultation quote I was given vs what is currently on file.
  
  Sincerely,
  
  *****************************

  Business response

  03/09/2022

  Hi,

  I would have someone reach out to you regarding the quote. I cannot provide that myself since the ortho billing **** and office manager take care of that. They will be the ones to let you know what was sent to the insurance. 

   

  Thank you. 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Everything I've ever made a appointment at family dental in ********** **, I have to wait 40 minutes to a hour after my scheduled time. Today I asked the lady at the front desk how much longer because she told me it'd only be 15 behind and it was 35 minutes already. She became sotty and said they only have Two dentists. But the sign in the waiting room says they have multiple. I had said that to her in reply and she said wete does it say that so I pointed it out and she said well that's corporate. ? So she kept telling me there's other places to go. I replied that it would be nice in they could let me know when there backed up a hour, or just simply put timely appointment accordingly. She kept going on about there company and asked if I'd liked to see there scheduled? I said no and that I wasn't going to argue with her.she kept going I repeated myself, I'm not going to argue with you. She stop for 5 seconds and then started again. Mind you I'm with my child and I looked and her and said can you stop? And she finally did. This place is completely unprofessional and always backed up and do not know how to run a business. Sadly I don't have many choices with my insurance but this should not be happening every time.

  Business response

  02/04/2022

  Hi,
  
  Thank you so much for sharing your feedback with us. Its very disappointing to hear when our services fall short. Our staff knows what is expected of  them and they need to make sure they are always providing good customer service to all our patients.When a doctor is running behind, they need to make sure they notify patients but most importantly apologize for the delay. This was brought up to the office manager attention. She spoke with the ** staff and reminded them this type of behavior is not tolerated. We guarantee you this will not occur again. Once again,I apologize for the experience you had. If you do have any other questions or concerns dont hesitate to contact office manager or patient care *****
  
  Thank you,
  
  ***  

  Customer response

  02/06/2022

   
  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. ↩