ComplaintsforBright Now! Dental

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Unethical billing practices.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  This office staff, specifically ***** refused to make reasonable *** accommodations for my disabled child, when asked, repeatedly, prior to the appointment on 08/16/2023. ***** repeatedly behaved in a hostile, unprofessional manner. Dr. **************** blatantly ignored my disabled childs DPOA and myself as DPOA. He performed unreasonable, unnecessary, and inappropriate treatment on my disabled child without consent and without explanation provided from him. He also restrained my complaint, happy, disabled child, for absolutely no reason and caused her to be severely traumatized and frightened by his behavior. Dr. *** openly ignored and then mocked my immediate requests to remove the restraints. Dr. *** abused my disabled child by over sedating for their first time ever, and damaging their lower lip in several places to the point that emergency medical services were called later in the day to assess my disabled childs state and make recommendations for next steps in care. On 8/17/023 a *********************** Bright **** marketing director, called our home to speak with me, looking to make things go away smoothly. This was a terrible phone conversation as this office seems to hold no ability to understand the amount of trauma and damage they caused my disabled child and I, for what should have been a simple procedure. We have already filed the appropriate complaints with the state board of health and dental society for our state, as well as with our insurance carrier. We will be following up with legal action. Our dental insurance carrier has already assisted us in establishing ourselves with a different dental provider and one that our medical doctor recommends.

  Customer response

  08/19/2023

  In retaliation to the recent complaints filed against this office, including with the BBB, this office decided as of August 18th, 2023 to send a letter of dismissal for myself and disabled child to an unknown address, rather than address the reprehensible actions this office committed against my disabled child and myself on August 16th, 2023. Absolutely no attempts have been made by this office to resolve this matter. I have received absolutely no response from their district and regional management, whom I have reached out to to get this matter addressed and resolved. At this point, this offices behavior is considered harassment and is completely unacceptable and unwarranted, but is in line with their consistent behavior throughout my and my familys experience with them. This office did absolutely nothing to accommodate a disabled patient protected under ***************, did not disclose ANY of their treatment processes beforehand and left me, the parent and DPOA, trying to get answers from office assistants as the surgeon would not speak with my family and I, unlawfully restrained my complying disabled child, traumatizing them severely, and ignoring their DPOAs requests to remove the restraints, and never once disclosing that they use them, among many other terrible things as previously discussed in my last complaint.

  From the CONSUMER:

  Sent 8/19/2023 3:57:22 PM

  Read by *************************** on 8/19/2023 3:57:47 PM

  This office has proceeded with retaliatory behavior since the incident in question occurred on August 16th, 2023 and they have shown no sign of any effort to resolve this matter civilly or professionally and every effort has been extended to them to do so. As previously stated in the first complaint, the appropriate steps are being taken to address this complaint with filings to the correct state boards, society, and insurance, and legal action is being sought to address this matter to an appropriate resolution given what has occurred.

  Desired Outcome:

  No further contact from this office. A full and complete review with our insurance company and an independent third party of all claims and/or charges from this office to assert there are no fraudulent charges on the part of this office.

  
  

  Business response

  08/28/2023

  Client has received a response and due to the deterioration of a productive office/client relationship, the client has been dismissed from the office. 

  Customer response

  08/28/2023

   
  Complaint: 20485522
  
  I am rejecting this response because: *********** has blatantly lied. I have received no response or resolution from this office unless they are counting their retaliation, which I learned of in a phone call I made to the office. I have received nothing from them. Their behavior was retaliatory and happened exactly one day after they were informed that a complaint was being filed with the Dental Board, the Dental Society, & the BBB, as well as our insurance company, for the traumatic experience my family member and I experienced at a previously scheduled appointment the day before. They were also informed that legal action is being sought. There has never been a productive relationship with this particular office location as it has a highly hostile office manager and inefficient environment with high staff turnover. Everything they do, involves a litany of questions and follow up from multiple entities as you never get a complete answer from a qualified individual the first time around. *********** took no responsibility for their actions at all.
  

  Customer response

  09/10/2023

  To Answer The BBBs question for clarification, 

  Legal action is being sought means that the matter has not gone to court yet. Steps are currently being taken to take the matter to court, and the appropriate entities will be served in full accordance with the law when that step is reached. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  1) I have two Dental Insurance Policies. Humana Dental starts January 1st and ends December 31st of each year. Delta Dental Enhanced Plan starts May 1st and ends April 30th of each year. Bright Now Dental knew about this, and had the updated insurance cards on file. On 3/15/2023 they gave me an estimate for a surgery they scheduled for 3/29/2023. ************** told me that my insurance would cover it all. Youve got great insurance, she said.2) On the day of the surgery, 3/39/2023, a responsible adult came to drive me home with my car. My car had been moisture in the gas tank, and was sputtering. After turning around the corner, we stopped the car to change places as she couldnt get the car to start back up. I got it going and was driving a few yard when some Bright Now Staff came around the corner and started chasing us through the parking lot.3) A couple of months later I got a call from the Bright *************** collections ************** indicating that they wanted over four thousand dollars from me. I contacted a corporation field representative by e-mail. I informed her that I was sending documents to the local office, and that I wanted the local office to check the codes they sent to Delta Dental, and resend the surgery information to Delta Dental. I also asked them to send the surgery information to Humana Dental as Humana informed me that they had received nothing.4) I want them to take responsibility for their poor insurance estimate procedures, and for the disorderly conduct of their staff on the day of the surgery.

  Business response

  07/27/2023

  After reading the attached documents, I have a few comments to add. 

  ************, came into the office for Oral Surgery and chose the option of sedation. ************ was aware that his would require him to have a driver come, stay and drive him home due to being under the influence of sedation. This is covered in our consent and TX forms which ************ signed. Driving while under the influence of anesthesia is considered a  DUI and misdemeanor in ****************. Not to mention this is extremely unsafe for not only the patient, their passenger, but everyone else on the road. When ************ was caught in the parking lot swerving and driving with his passenger, the staff ran to remind him this was not okay or safe for either of them, and he could not drive while under the influence. ************ switched, and his driver drove a few spots over, got out and switched again. Causing the staff here to again remind him this was not safe. At that time ************ took off. The Oral Surgeon made the call to *************** with all of Mr. ***** information to ensure he made it home safely, and did not injure or kill himself or anyone else, while driving under the influence. 

  Regarding Mr. ***** billing, ******* was told this was an estimate and insurance is able to deny a service, that sometime they can wait the full year to deny a service leaving the patient with a bill. This was explained, signed, and accepted by ************. Over the last 4 months since Mr. ***** surgery, both myself, and the district manager have reached out to ************ to reach resolution. ************ Refuses to call either of us back, and instead repeatedly leaves online complaints. Each of which has been responded too with no response on Mr. ***** behalf. Personally, I have called  ************, leaving messages each time, over 6 times. This doesn't include the other Bright Now Dental Staff that have reached out to speak with ************. At this time I do not have a resolution for ************ as he refuses to speak to anyone. 

  Customer response

  07/27/2023

   
  Complaint: 20318265
  
  I am rejecting this response because:

  I have submitted to the BBB a scanned copy of the pre-surgery estimate of 3/15/2023. I want Bright Now Dental to either submit through this portal, or send to me via first class mail, their own copy of their original estimate done on 3/15/2023. That is to say, I want a copy of what they have on file that *** be similar or different from what I submitted myself through this portal. In the alternative, they can confirm that their copy of the estimate looks exactly like the estimate I submitted already in PDF format.
  
  Sincerely,
  
  ***********************

  Customer response

  07/28/2023

  Based on the information that Bright Now! Dental supplied about the incident in the ************** parking lot on March 29, 2023, I filed a HIPAA privacy violation complaint with the ****** of ***** Rights of the U.S. ********** of ****** & ***** Services. Bright Now! Dental does not have a signed release from me allowing them to share surgery and anesthesia information with the ***************.

  Business response

  08/18/2023

  Bright Now! Dental is working with third parties for possible resolution.

  Customer response

  08/21/2023

   
  Complaint: 20318265
  
  I am rejecting this response because: The response may or may have been made in good faith, but it was too ambiguous. I need more details, such as whether or not the third parties they are referring to include Delta Dental and Human Dental.
  
  Sincerely,
  
  ***********************

  Business response

  08/28/2023

  We are a healthcare entity and cannot provide additional details however, we are working with third-parties for a possible resolution.

  Customer response

  09/01/2023

   
  Complaint: 20318265
  
  I am rejecting this response because:

  As I mentioned before, BND may or may not be acting in good faith, but I have not received enough specific details as to how there was a disconnect between the original estimate and the final bill. If they need help in talking to the insurance company, I was told that I could assist in re-submitting the claim. I DO however have practical suspicion as to why the estimate was wrong....

  In the front office of Bright Now Dental, there used to be a ***************** working there who was excellent at making estimates. There was never a problem when he was working there. I always emphasized to him that my Delta Dental benefit year runs from May 1 to April 30, whereas my Humana Dental year runs from January 1 to December 31. This can cause problems in estimates if one assumes that both run by calendar year.

  I WILL be helpful in declaring truthfully that there are NO OTHER DENTAL offices being visited by me, so only the charges incurred at Bright Now Dental would be used to calculate the remaining benefits. 

  I also appreciate that the young ladies in Orange County ********** have stopped calling from your corporate office. They can barely speak English. 

  
  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. ↩