Complaints

This profile includes complaints for Nebraska Oral & Facial Surgery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nebraska Oral & Facial Surgery

  3711 38th St Columbus, NE 68601-1702

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  Nebraska Oral & Facial Surgery

  3252 Salt Creek Cir Lincoln, NE 68504-4761

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  Nebraska Oral & Facial Surgery

  2600 S 56th St # A Lincoln, NE 68506-3742

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid up front for my son’s wisdom teeth surgery bc Nebraska oral and facial said my insurance would not cover it all. Between dental and health my insurance covers most of the bill. Nebraska oral and facial has held my refund now for a year and I call every other week with no results of getting it back. The amount I paid was over $1300 and I am now going on a year without a refund

  Business Response

  Date: 02/19/2025

  Hi there!

  Patient ***** ***** was seen in our office on 2/5/24 with his mom, ******, as his driver/responsible party for his consultation and procedure. ****** holds the insurance that ***** is covered under, which is a federal plan through BCBS of NE that processes through three separate policies into one (BCBS FEP, BCBS of NE 111/112/113 and BCBS of NE Medical).

  On the day of *****'s consultation we reviewed the treatment plan with the patient and mom. We let her know that because the teeth being extracted were not impacted, but fully erupted, we would normally not send to the medical policy. We let her know we would happily submit for her but to be aware there may not be payment from them. She understood. 

  ****** called on 6/7/24 wanting to know the status of her refund because medical paid. We let her know that the other policies were still processing the claim and called her back with an update on 6/11/24.

  ****** called again on 6/18/24 regarding the claim status. We let her know that we were still awaiting the processing of the claims.

  ****** called again on 7/9/24 requesting an update on the claims. Our biller ********* tried calling mom back and left a voicemail stating "L/M to call back need to inform Dental ins plan requesting additional information still  not yet showing received, able to confirmed information requested and faxed over the information for claim to be reprocess, need to ask to allow more time for insurance to hopefully finally receives additional information for claim to be process accordingly for COB per the representative."

  ****** called the office again on 9/17/24 not agreeing with the refund amount on the account $656.74 based on the EOBs received from insurance. 

  On 11/4/24 ********* reviewed the account, contacted the insurances and confirmed the patients out of pocket is $532.96 and to refund in the amount of $862.72. Our biller reached out to our payment posting department to have them review the account. This is where the ball was dropped and we do take absolute ownership of that. Our payment posters missed the email request to review the account which resulted in an upset patient. 

  I was notified of this account briefly in the first week of February in which ****** reached out requesting to speak with me, but I was out of the office at a work conference. I confirmed the refund amount and had the VP of our billing department review and expedite a check to the patient at the address on file. The check was sent out and received by the patient on 2/18/24 in the amount of $862.72.

  BCBS of NE Medical correspondence: 

  His procedure claim was submitted to BCBS of NE Medical on 2/7/24 containing all clinical records from his surgery along with imaging that was taken by his general dentist. On 2/26/24 we reached back out to BCBS of NE Medical because D7210 was denied as a duplicate, we followed up with BCBS on how it could have been denied as a duplicate with there only being one claim on file. On 4/16/24 there is a note from our billing department stating "claim id# *********** submitted investigation through portal for D7210 stating not duplicate it's for teeth #1 and #16. The response from BCBS of NE Medical on 4/18/24 was "Thank you for your inquiry, which was received 04/16/2024. Claim *********** has been sent for adjustment/review. The CPT code D7210 billed on line 3 and 4 have been updated to deny with the remark code T219 as a non-covered dental code. These CPT codes are not payable under the member’s policy. If a billing error has occurred, please submit a corrected claim. If the claim is correct as billed and you would like the denial to be further reviewed, please submit a reconsideration request form with supporting documentation for review."

  From there we submitted all documentation from the surgery date again on 4/18/24. On 6/11/24 we saw that the claim was closed with no follow up. On 11/4/24 we contacted the medical federal plan Claim # *********** Claim received 8/1/2024= Denied for Time Filling under Medical plan Spoke: Y****** * ******. From this note, I had our billing rep ********* ******** reach back out to BCBS of NE Medical and state that this is not a timely filing issue because there are records of the claim being sent. They responded with "Contacted Medical ins plan again Spoke: *** * ****** Confirmed Claim Split into 2-claims Claim # *********** For D7220x2 D7210x2 D9223, D9222 = Ins paid $741.11 Claim # ************ Ins paid $37.00" Claim then through BCBS of NE Medical was closed on 11/4/24.

  BCBS of NE Federal Dental:

  Claim was was submitted on 3/14/24. Reached back out to BCBS of NE Federal Dental on 5/23/24 due to receiving a request of additional information. When speaking to the representative this was the correspondence from that day with our biller ***** ****** "Claim Number: ******** $2250.12 Tooth number, letter, arch, or quadrant identification is missing. Please return this notice with the required identification, including any diagnostic information and/or materials previously submitted. Refer to the Claims Filing and Disputed Claims Processes section of your benefit brochure. MAILED EOB,CLAIM AND ANESTHESIA RECORDS"

  As of 6/7/24 BCBS of NE Federal Dental stated they hadn't received the additional information that was requested, "************* REP ******* ADDTL INFO HAS NOT BEEN RECEIVED STATED TO FAX ************ ATTN* ******* * *********** FAXED EOB,CLAIM AND ANEST RECORDS". On 7/9/24 we spoke with another representative, "Spoke: ****** # ********* Claim #********= Claim partially paid = Insurance requesting Teeth numbers to be able to reprocess claim Fax * **** * ******** **** ****** ** ********************= Indicating once additional information is sent it will take 2-3 weeks to finalize reprocessing"

  We faxed over the primary EOB (BCBS of NE Medical) for insurance to reprocess claim accordingly for coordination of benefits. On 7/31/24 we received a notice stating, "Claim Number: ******** Amount Submitted:$2603.06 Deductible: $0.00 Amount Paid: $0.00 Patient Responsibility: 532.96 240: The maximum benefit provided by the plan has been reached. Refer to the Summary of Benefits section of your benefit brochure." Which we then again had to fight because that was inaccurate. On this date as well, the tertiary claim #****** was created to start processing.

  On 11/4/24 we finally got an answer from BCBS of NE Federal Dental stating "Spoke: ****** * ********* Claim # ******** Claim Reprocess on July 19-2024 after receiving confirmation of teeth information numbers. = Insurance then reprocessed claim= No payment made by Dental plan due to pt. Maxed Out for the year. Pt. responsible to pay $532.96 Request for ins rep. to fax over EOB."

  BCBS of NE FEP 111/112/113 NE:

  We faxed the claim 7/31/24 we faxed a claim to BCBS of NE FEP. This part of the policy did not pay on the claim. Claim closed 8/29/24.

  *I've attached the EOB's from all claims for your review. Please note that every claim that goes out our doors all have the patients anesthesia records, imaging and clinical notes.

   

  I apologize greatly and tried reaching out to ****** today to discuss, there was no answer and was unable to leave a voicemail. I did confirm through our third party company that the check was delivered to ****** and her family.

  Thank you,

  ******** *******

  Front Office Manager

  Nebraska Oral and Facial Surgery. 

   

   

• Initial Complaint

  Date:05/14/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received payment from them so you can go ahead and close this complaint