My experience at this dental office has been a masterclass in billing confusion and a complete…read moreabsence of accountability.
It began with my two deep cleaning visits. At the first appointment, only my left side was treated. Yet somehow, the billing code submitted reflected treatment on the right side. When I pointed this out, I was casually told it was "fine" since I'd be returning to complete the other side anyway. Apparently, documentation accuracy is optional here.
Two months later, I noticed a $225 charge on my credit card that I never authorized nor was notified about. This included an additional $200 for my first deep cleaning visit (on top of the $300 I had already paid) and $25 for initial films they had "forgotten" to charge me for earlier.
What was characterized as a "minor" error by the office wasn't minor at all. Because they submitted the wrong films (a direct result of their incorrect documentation), my insurance claim was denied, leaving me responsible for the majority of the visit cost. No one from the office contacted me to explain the issue. My card was simply charged. After multiple calls over three months and repeated promises to "look into it," nothing has been resolved. The error may have been theirs, but the burden was mine: time, phone calls, and weeks of unnecessary back-and-forth.
At my most recent visit, I proactively confirmed with my insurance that I was eligible for a covered routine cleaning. I walked in confident. I was immediately told I owed $68.
After questioning it, I was informed this was actually for a prior follow-up visit that was never collected at the time. Interesting how these forgotten balances only seem to surface long after the fact, and always in their favor.
After my cleaning, I was presented with a total of $113: $68 for "periodontal maintenance" and $45 for an "optional" mouth rinse. This rinse was applied without explanation, discussion of cost, or the minor detail of my consent.
Not only was I never told my visit would be coded as periodontal maintenance instead of a routine cleaning, but when I called my insurance, they confirmed the copay should have been $50, not $68. So even the surprise charges were inflated.
As a healthcare provider myself, I find this particularly concerning. I ensure that I document the correct laterality before amputating a limb. I obtain consent before initiating procedures. I discuss options. I answer questions patiently. I make sure my patients understand what they are receiving and what they are being billed for. That's called standard of care.
At this point, the pattern of incorrect documentation, unauthorized credit card charges, creative coding, and inconsistent copays feels less like oversight and more like strategy.
The front desk staff also appear visibly irritated when asked basic billing questions, as though transparency is an unreasonable request. Patients should not have to audit their dental office after every visit.
I cannot recommend this practice and will absolutely not be returning.
