ComplaintsforPure Oral Surgery

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They tried to charge me $1000 extra after confirming the price with me twice - once on my first visit, and another time during a call. I believe they do that to lock you in on coming to your appointment and then hit you with extra charges they say are already included. Managements client care is poor - feels like they maybe didnt even attend schooling to understand how to treat people. I wouldnt recommend them to anyone. If anyone ever wants to hear my full story - feel free to call or text me anytime and I can give you full details. ************

  Customer response

  05/28/2024

  I would like to re-open the complaint. I would like an apology and also a refund for my consultation. I only paid for the consultation in order to schedule the surgery. The price and work done for the surgery were agreed upon and they changed it on me last minute - after I had waited a month for the surgery.
  

  
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 8th, 2024 Doctor *************** displayed negligent behavior towards my medical care and when I attempted to be my own patient advocate he yelled at me and told me I can find another place then and yelled at his dental assistant after retracting from his word telling him hes not the doctor here, he is. The reason he yelled at his dental assistant and at me for asking questions, was because in the prior appointment, I had a mass that was continually emitting black fluid which the *********************** was supposed to take out in the initial surgery. Upon arriving for the second surgery (which he scheduled and confirmed) he gets frustrated and starts yelling saying its no longer needed, yet the fluids are still being discharged and swallowed unintentionally, which is making me sick. All this was communicated to him but he simply did not care about my health or how this surgery has caused extreme emotional distress.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It's a very long story with many details, however, I will do my best to keep it short. I was contacted by Pure Oral surgery and told that I had a credit from my last procedure and that I could use it to go towards my implants. I had my consultation however the dentist office was extremely busy and after an hour past my scheduled appointment time I still hadn't seen the surgeon. I had another appointment so I had To leavewith out ever seeing him. The assistant from Pure Oral called me later that day and told me what the pricing would be and when I could get scheduled. She gave me the total for the procedure after insurance, my credit and my cash pay. I was OK with it so we proceeded. on the day of my appointment the office had a different cash balance for me. When I refused to pay the additional $1000 the clerk later found the accurate amount. Later that day when I removed the gauze I was surprised to not have new teeth. I called first thing in the morning and that was the first time I ever heard that they do not add the teeth at this time. That the screws ARE THE IMPLANT. This was never explained to me . At my next appointment was the 1st time I learned that I would have to go back to my Mint dentistry for crowns. I was so confused. I believed the dentist doing my implants was......doing my implants. I didn't even know the teeth were called crowns.I actually asked ....what are you talking about I learned that that's what it's called. I contacted Mint to schedule my fitting and this is when I learned there was going to be about an additional $3000 dollars for this part of the procedure. Again no one told me this. If this procedure would have been explained to me in detail I would never went along with it. Once I spoke with Mint Dentistry I was also told that my insurance would not cover any of this portion. That the crowns are considered cosmetic. How on earth is this possible when it covered the first portion. I am beyond frustrated.

  Business response

  03/17/2023

  This matter has been completely resolved. Our goal at Pure Oral Surgery is to provide the highest quality care for each and every patient.
  Oral surgeons do not restore implants placed to replace missing teeth. The surgical placement of an implant is performed by an oral surgeon, who works in conjunction with a general dentist who then restores the implant after it has appropriately healed.
  
  The fees for an implant performed by an oral surgeon are separate from the fees for abutments and crowns required to restore an implant, which are performed by the general dentist.
  
  Pure Oral Surgery takes pride in the care of our patients. We have investigated the matter and assisted the patient with discovering that her insurance does in fact provide significant coverage of crowns required to restore her implants. This matter is now resolved.
  
  
  

  Customer response

  03/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The information provided to the bbb was indeed correct and makes sense,however it was Never explained to me, the client ....until recently.(3 months after the procedure) The new and "resolved" resolution is that I now will pay an additional $2700! I am in no way happy but I feel I don't have much of a choice.

  Customer response

  07/16/2023

  As of July 15th my issues are not resolved. After submitting my initial concerns a s**** inside my implants fell out. It was replaced promptly however it was places in so tightly that the dentist was unable to remove it and  complete the procedure.  I'm  currently waiting on a speciality  tool. 

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I suffered a fall while running on Memorial Day 2021. I had a lip laceration and teeth movement. I checked with Blue Cross Blue Shield after getting emergency care and I was told oral surgery/dental work as a result of an accident is covered under my medical insurance (I did not have dental insurance at that point). On June 1st, I called Pure Oral Surgery Fort Worth office (I found the telephone on BCBS website but I also checked your website where it says that BCBS insurance is accepted without any other qualification). I was told Dr. Carmichael had an opening but that your office does not bill insurance for the first consultation. I was fine with that because I wanted to get care as soon as possible. On my first visit, Dr. Carmichael did not perform any procedure but give me a follow up for 6/3/2021. Given that my teeth were still moving, he recommended a dental splint on that visit. I was then walked to the reception area for a quote of the price and asked them to bill insurance and they agreed to do so. They expressed the concern about whether the procedure will be covered. And I explained that I had already checked with my health insurance and this type of problem was covered. I waited for 30' without an answer because the receptionist could not get to talk with BCBS and the insurance coordinator. I decided to pay out of pocket because they told me they could bill insurance ex post if the procedure was covered. I asked them to do so and they did nothing. I send my claim for reimbursement to BCBS only to discover that the procedure was covered but that Dr. Carmichael was not in network. His office never told me he was not. I would have found another doctor. I was mislead. I posted a review online and was asked to email them (attached). I did. I never received a reply. I mailed a letter to their office and never received a reply. I will take this to small claims court if need be. Refund 790 (Indurance would have covered 80% if it was in network)

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/05/13) */ The patient signed a treatment plan prior to surgery which states her estimated responsibility for the procedure would be $988 out-of-pocket. A claim was filed with the patient's BCBS medical plan and her plan denied the procedure as a non-covered dental procedure. The procedure code submitted on our claim form was D5988, which is the same procedure code listed on the patient's signed treatment plan, and the claim had the correct diagnosis code attached to the procedure (S03.2XXA), which was dislocation of tooth due to accidental injury. The claim was sent back for review and her insurance plan upheld their original denial stating it was a non-covered dental procedure. The claim estimation of benefits states that the patient responsibility is $988. The claim was not denied because the provider, Dr. Carmichael, was out of network with her plan. The claim was denied because her plan did not cover the procedure even though it was due to accidental injury. Consumer Response /* (3000, 7, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Blue Cross Blue Shield claimed the reason they denied the coverage is for Dr. Carmichael being out of network. See attached correspondence. Business Response /* (4000, 12, 2022/06/03) */ As previously stated, the actual estimation of benefits (EOB) that we received from the patient's insurance company clearly states in the remarks section that the procedure was denied due to being a non-covered procedure. The claim remarks state "Dental procedure not covered under patient's medical policy. Amount is patient responsibility." The EOB states nothing regarding provider network status. Consumer Response /* (4200, 14, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Then if the provider is covered according to you, could you process the claim again? BCBS is stating that the reason for not covering it is not that the treatment was not covered (they revised that and given that the injury was the result of an accident, they covered it) but that the doctor is not in network. This business asked me on google reviews to contact them and then proceeded to never reply to my emails and now it is not offering any avenue to solve this.

*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. ↩