ComplaintsforComfort Dental Care & Orthodontics

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I continually receive text messages that I owe a balance on my account. I have left 8 voicemails for their billing department between May and June and none have been returned. When you call, you can only get voicemail, and the voicemails are never returned. I did have a cavity filled. I was required to prepay for this, and even required to prepay for a root canal, which did not occur. I was assured I would receive a refund since it was not needed. Not only have I not received the refund, I have learned they incorrectly billed BCBS as an out of network provider. I see this is a common issue w/ prior complaints. I have yet to receive a bill for what this alleged current balance is. I only receive text messages and I call their non-existent billing department which does not return calls. BCBS has informed me they are having ongoing issues w/ the provider incorrectly billing as out of network.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The hygienist, Ella, did an amazing job and was super nice. However, the rest of my experience here has been awful, mainly on the admin/billing side of things. I first came here last fall for a routine cleaning as a new patient since this office is in network. The dentist recommended a deeper cleaning. I called my dental insurance company to see if it would be covered, giving specific details about the treatment type, and they said it would be covered. I called the dentist office next to let them know it’s covered under my insurance, and they said no, it won’t be covered. I called my insurance company, again, to confirm with another rep, and again, they said it would be covered. I called the dentist office back, and once again they said it would not be covered. I called my insurance company yet again, and they offered to call the dentist office to clear this up. They waited on hold for a long time with me on the line and eventually left a message for them. I called back later to make sure the dentist office had received the insurance company’s message, and they still told me the service would have to be paid out of pocket, even though I had verified with my insurance company multiple times that that was not the case. I tried to resolve this by opting for a routine cleaning instead, and the dentist office denied the request. After multiple other phone calls, they finally agreed to let me do a covered, routine cleaning, despite that fact that the deeper cleaning should have been covered under my insurance. Earlier this month, I went for my next routine cleaning, and at check in they told me I owed $152 for a past service. However, I did NOT receive that service, so I’m unsure why I’m being billed for it. They submitted it through my insurance company and expected me to pay for something that was never done. This is fraud, and now I’m waiting for this to be resolved so I am not “late” for an unnecessary payment and so my insurance is not showing a fraudulent claim.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Comfort Dental support team is nonexistent. I received a text from them this morning stating that I owe them quite a bit of money. First, I haven't lived in the area that comfort dental is in over 2 years. I have literally been around the world twice since my family was seen there. Second, I have called their number at this point 60 times today, using all of the options at this point. It doesn't matter, they don't answer or listen to messages. Absolutely worst customer service I have ever seen. Third, I have very much explained to them via 60+ phone call/voice messages the importance of resolving this right now as I will be moving to a country where I will nit have my US phone active. They don't care. Hopefully someone in charge sees this and every other review on them I do. BBB. And whatever is next. Comfort Dental will ruin your life. STAY AWAY.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of service 07/21/23, I prepaid for tooth removal of $296.00 and bill was submitted to my insurance eligible charges were $169.00, covered $169.00 Minus deduct $50. remaining amount of $119. at 80% Benefit amount $95.20 Plan Pays $95.20 which was paid to doctor and Balance due to doctor $73.80. I should have received a refund for services, however, I reached out to claims dept. with no resolve of even having a discussion concerning the matter. The letter dated 10/26/23 and I called 11/5/23, 11/6/23, 11/8/23, and office visit 11/10/23. I called again 11/14/23 and left voice messages. This is not the way to run a business with no type of respond even a voice message outside of 11/8/23 while I was a work with no return of attempt has been outrageous.

  Business response

  12/26/2023

  Patient left voicemail on our insurance and billing line

  Called back and left voice message.

  Pt copay for Extraction of# 5 is 73.80 per patients  eob plus 189.00 for bone graft & 11.00 for medicaments
  Total owe 273.80
  Total paid 269.00 left balance of 4.80

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My daughter, Laila *******, visited this location for dental procedures. I paid over $1000 upfront for anesthesia (which should have been covered through medical BCBS insurance). I keep receiving bills and refund checks in the mail from BCBS stating this dentist is out of network, when she is not. This dental office is not doing the medical coding correctly. I called this dental office and they told me they filed through medical first, then dental. I then three-way called this dental office and my insurance and this dental office lied while on the phone and said they didn’t file medical because they didn’t have the information (it’s the same card they scanned in at the procedure). I even had BCBS provide this dental office with all medical information. I have called this dental office over 5 times in 2 months because they continue to bill my insurance incorrectly. The explanation of bills were over $4800 up until this last time I called (7/27/23) and now it’s magically only $2800?! I demanded a supervisor because the woman clearly didn’t know what she was doing and this issue has gone on long enough. I was told the supervisor Megan would call me within a day and here we are 3 days later and no phone call and no solution. Something sketchy is going on here with billing. Not only the amount, but whoever is billing insurances cannot do it correctly and this dental office is allowing it. I believe they are hoping patients will not pursue this discrepancy and will just pay it, when they absolutely should not. BCBS has called this dental office many times as well. They either do not answer or during a 3 way call, the dental office will make up excuses as to why it was done incorrectly (no medical information, not enough employees working, etc). But then they still don’t do it right! There needs to be an audit on this dental practice.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased 3 dental implants, inclusive of the oral surgery required. Of the 3 implants 1 was removed when the implant pierced my sinus cavity cause extreme pain. 1 came loose, clicking in mouth requiring repair from the dentist 1 crown was defective and completely broke. Comfort Dental agreed to replace to implant, which pushed into my sinus cavity, adding more bone tissue to build it up. I then had to wait 3 to 5 months for the bone to fuse and heal, before they could then re-insert the implant again. Upon completing all the necessary forms and waivers prior to the oral surgery, I notice a caution about taking drugs which reduced bone density. As a cancer patient I was taking such a medication, and informed the dentist at the time. They contacted the oral surgeon, while I contacted my oncologist for clearance for the implant. Before my oncologist responded, Comfort Dental demanded full payment, in advance. I offered to pay when I arrived for the surgery if allowed by my oncologist. They refused and cancelled my surgery. I requested a refund for everything I had paid for that implant. I had to request several times, over many months, when they decided to reimburse me less than 1/3rd the cost I paid. During the interim the third implant titanium steel I was told, broke while I was in Rome. An emergency dentist, re-attached it, saying the locking sleeve used was a temporary, and showed me what the permanent sleeve looked like. The temporary repair failed, and when I returned to Comfort Dental, they removed the broken pieces of the crown attached a healing cap on the implant, and demanded $3000 to replace the defective crown. I requested it be repaired under warranty, and they denied it. I asked for the lab's info who built it, and they again refused. They then contacted the lab, and were told the crown was under warranty. They notified me in Canada and demanded I send them the broken crown to have it repaired. They agreed to send it to me.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was scheduled to get my wisdom teeth removed while employed there due to an employee discount. I had to pay a deposit through a financing company they were accepting at the time, and I would make a payment once a month, Once I was fired from company I cancelled my surgery a month prior to the appointment and requested a refund for my services that were never completed. I also reached out to the financing company and told them I cancelled my surgery and I am waiting for my refund. It has been over 3 months and I still have not received my refund

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A botched tooth extractraction was performed. I was given several doses of novacain and it did not work. The young dentist needed another dentist to assist in removal and I again needed novacain amounting to around 7 injections. They performed a bone graph without explaining it and without my consent. I now have bone mass or tooth fragments protruding from the gums. I presented myself today and was told the doctor would not look at it but wanted me to get an xray and pay for it. I paid over $300 for the procedure and the after care should be on them. I will need to pay another dentist to take of the situation.

  Business response

  12/06/2022

  Patient was seen in office for extraction of tooth #12 on 01/24/2022. Patient has been seen in office twice since extraction on two different occasions. I have attached a consent for the extraction and bone graft that the patient initialed and signed.

  03/28/2022 - Hygiene appt

  07/13/2022 - Hygiene appt

  Patient came in on 11/18/2022 under the impression that she was in office for a cleaning appointment, but unfornutely the hygienist had a loss in her family and was not able to make it in this day. So the office was not able to see her for this appointment. I am attaching the chart note that the office manager wrote about the conversation that was had between patient and herself. 

  Notes from the 1st encounter with admin -- Pt was came here under the impression that this appointment was for here cleaning since she was informed that her prior appt had to be reschedule due to her Hygienist recently lost a family member but the appt today was a limited regarding #12 where she had an extraction and a piece of tooth was coming in. I informed the patient that the soonest appt was in feb of 2023. Pt was not happy about the information that was given and stated that she will be getting a new dentist and left. 

  Notes from 2nd encounter with Office Manager - called pt to check on her and ask why she did not want to be seen today. Pt stated she did call and ask about being seen for post op and she also wanted a cleaning this day due to being rescheduled from hygiene. Pt stated when she was told she had to have an xray she got upset and did not want to pay. The patient did not owe anything today and no one asked to collect any money. Her route slip shows no fee is due. I informed patient that she was here to follow up per her request and that she did not owe anything and that the exam was covered. She was upset and stated she was supposed to get a cleaning. Patient then said, she will sue us and find another dentist. she also stated," we can fight about this in court" I was going to find the patient a cleaning and another date for post op but she hung up on me instead. 
  

   

  No funds will be refunded as services were completed 11 months ago without any complaints until 11/18/22 from patient and we tried seeing patient but as you can read from notes the patient was not having it. 
  
  
  

   

  Customer response

  12/06/2022

   
  Complaint: 18437791
  
  I am rejecting this response because: The extraction was not done properly; another dentist has confirmed that I will need to have another extraction for the same tooth as it was not done correctly. I under no circumstance allowed for a bone graph and even verbally said that to the dentist before he started the extraction. I only gave consent for the extraction. I also questioned him about the substance that he wanted to put into my mouth, he only explained it is to keep the cavity. I learned after the fact that it was indeed a bone graph and that I would have never allowed as I know it consists of bones from dead humans and animals.
  
  Sincerely,
  **** *******

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by this business that they were in network for my insurance. I paid $228.00 for an exam that their special X-ray machine that was unop during my visit, I was told I wouldn’t be charged for that but I already paid. They told me they would credit me for my root canal. I had to pay an additional $372.28 for the first installment for the root canal. They called telling me that I had to pay an additional charge that was not disclosed initially. I told them to cancel and refund my money which they agreed. They have a policy that if you cancel with in 48 hours of appointment that they have a $100.00 fee. The cancelation accrued more then 72 hours in advance. When they returned my deposit they only reimbursed my $270.00 of the $600.28. They have failed to return the correct amount and I want the money refunded in total

  Business response

  11/14/2022

   

  I am attaching the chart note from this day. At no point during any of the phone calls did we tell patient he was going to owe more money for the procedure. But his insurance did pay him and that is why he did not get a full refund. If the patient was not so aggressive to myself or the team it could have been easily explained. 

  -Tuesday, October 18, 2022 at 8:17:48 AM-
  

  Our insurance coor called patient to get another form of his insurance due to he has a medical rider on the policy.
  She then came up front and said the patient was on Line 1 and wanted to speak to me about getting a refund due to us not knowing our job.
  
  I picked up the phone and said good morning this is Megan. He said this is who? I then repeated myself, and that makes you who. I said I am the director and he said your customer service sucks, you people think you are ******* GOD, which you are not. That we do not know our job, I didn't even get 1 full sentence to him and he just kept yelling. He said I will not be ******* talked to like this and how dare you. I said sir, I am not sure what happened as I was not on the line when she called you but I am going to go ahead and ask for your credit card number to do your refund. He said I do not know my card number and see you do not even give a damn. I said sir I have not been ugly to you or even raised my voice, but the way you are talking to me and acting right now during this phone call I will gladly refund your money. He said YOU CAN KISS MY **** I said that is fine sir can I please have your card number to refund your money. He read off his card number and I told him that I do hope that he reflects on this call and knows I was not the one yelling. He said don't you ever ******* call, I said that is fine sir. Have a nice day.
  
  Patients refund is 270.86 no the 370.86, as the insurance paid him 96.00. I could not even explain that to him, as it was pointless with his yelling.
  
  Megan

  Customer response

  11/14/2022

  
  Complaint: 18297361
  
  I am rejecting this response because: my insurance company has not even been contacted by this dentist office. My insurance company has paid me nothing in regards to this claim, this response is completely false. 
  
  Sincerely,
  
  Joseph *******

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint involves having dental implants placed over the course of the past two years. The front dental bridge placed was broken in half. The lower dental implants (all on four) is not sized correctly and has led to the development of an improper bite. I have not been able to eat solid foods for roughly two years. I have spent, to date, $41,000.00 on dental implants and I have begged, called, made appointments and the business simply will not repair their mistake. On Friday, I was told AFTER my appointment that they would repair it (their mistake) for another $10, 000.00. This has led to severe health problems due to not being able to eat correctly and has not only affected my professional livelihood (I cannot speak properly), but has significantly affected my personal life as well. The business will not forward any of my health records so that I can have another implant specialist review and possibly fix due to so much damage. At this point, I am seeking a refund for the entire amount paid.

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/07/06) */ After review of this account our records show that patient was seen on 07/01/2022 in our Crestview location. Patient came in for a limited exam with a chief complaint to evaluate upper implant bridge that broke while living in Texas. Patient is correct when she said that she had 3 implants placed in our office on the upper on 04/07/2020, then having her final implant bridge completed on 10/07/2020. But what was left out of this complaint was the chief complaint of the patient when she came in the office on 07/01/2022, that when the implant bridge broke while living in Texas, she moved forward with having 3 additional extractions and implants placed and was awaiting 2 implant bridges to be completed with a dental office in Texas. Patient is in a temporary that was made from integrity temporary material at the Texas Dental Office not our location in April 2022. We did treatment plan for full fixed bridge to rest on 6 dental implants, 3 of which our office placed and the remaining 3 completed at another office in a another state. Prior to this office visit, patient was seen on 07/01/2021 for a delivery of her final fixed lower and was scheduled on 07/29/2021 to have her final seal and no showed to appointment for not feeling well and afterwards only called our office once during the month of 02/2022 to get her records release to the dental office in Texas. Upon leaving the office after being presented with the treatment plan for the upper not the lower aox that she is writing about, did she say she doesn't like way the lower looks which again was completed and delivered on 07/01/2021 and full year ago. 1.Patient did have records released on 02/2022 to the Texas dental office. 2. No repair to be completed for something temporary that was made by another office/dentist, that is why new treatment plan was presented for Final Fixed Upper Bridge. 3. Per our records/doctors notes, when patient left office on 07/01/2021 that it shows Delivery of lower zirc Pt came in for delivery Mandibular all On X Try denture. Bite is even, bilateral occlusion, patient reports no discomfort at this time Patient likes the size and shape of existing teeth Care instructions given. Patient satisfied Dr. Mina ******* DMD DA: 2 weeks perm. seal NV: Hygiene and denture adjustment as needed. Patient is not due a refund from our office. Consumer Response /* (3000, 7, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Comfort dental has not released medical records TO ME, the patient. Additionally, the bridge originally placed BY COMFORT DENTAL did NOT MATCH lower all on four nor did it meet the gum line, leaving a large gap between bridge and gum. I noted this to Comfort AT THE TIME the top bridge was placed AND the dentist AGREED that HE was not satisfied with "the lab's work". The LOWER all on four delivered product is UNEVEN and could not be adjusted by another dental office due to the specific type of implant used. The submitted response by Comfort is not satisfactory PERIOD. I would not have had to have ADDITIONAL implants in the Texas office placed BUT due to the poor labwork from Comfort resulting in the top bridge (which was CEMENTED and NOT screwed into the implants placed BY Comfort), the top bridge Comfort placed broke in less than one year. Unacceptable for a product that they charged and I paid 10,000 for. My bite was also "off" and having ADDITIONAL implants had to be placed in Texas. Comfort does not want to fix nor refund THEIR mistake. Additionally, I have not had my records forwarded TO ME.

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