Complaints

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:07/26/2024

  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'm not liable for this debt with Belterra Dental. I do not have a contract with the **************************. They did not provide me with the original contract as requested.

  Business Response

  Date: 09/18/2024

  Dear BBB,

  
  I hope this message finds you well. I am writing regarding the orthodontic treatment provided to patient ***** ***** in our office, which was initiated to address her existing malocclusion and open bite. (11/08/2022) 
  Clinical findings were discussed with the patient, and the benefits of the treatment were clearly outlined, contingent upon ongoing tongue exercises documented in her chart. The treatment plan was presented and signed by the patient, with a clear acknowledgment that insurance payments are not guaranteed, and in the event of a shortfall in reimbursement, the patient agrees to pay the remaining balance. Please see the attached signed treatment plan and new patient paperwork, which explicitly details these terms. See signed treatment plan and New patient paperwork attached.

  
  During the course of treatment, the patient was notified that her insurance failed to cover the total billed amount, resulting in a remaining balance. As a courtesy, a $1,000 discount was applied to the treatment cost prior to the start of care. Although Averys mother expressed a desire to assist in resolving the insurance issue, we were unable to involve her due to the absence of a signed ***** consent form, which would legally permit us to share patient information. Despite sending multiple requests for ***** to sign the ***** consent form, we never received the signed document.  Please review the attached HIPPA release email for reference. 
  
  The treatment was completed to the satisfaction of both the patient and clinician, adhering to and exceeding the standard of care. For your reference, please find the attached retention agreement. Despite Belterra Dental fully meeting its clinical obligations and making multiple good faith attempts to collect the outstanding balance, the payment remains overdue by more than 90 days. We have sent multiple statements to the patient regarding this issue, but the balance remains unpaid. See the statement balance attachment for reference. 

  
  We are happy to further discuss payment options with ****** mother, provided we receive the signed ***** release form. However, we kindly request that this matter be resolved within the next 10 business days. Please refer to the attached documents for further details.  

  
  Thank you for your prompt attention to this matter.

  
  Sincerely,
  ******* Chandra 
  Belterra Dental

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  My wife received a consultation from Belterra Dental to decide if she wanted to fix her teeth with Invasign. We were inquiring to see if this was something insurance would cover and if so, how much it would cost after our GEHA dental coverage. They informed us that with insurance we would owe **** cash, we made our decision based on this information. We thought that was fair so we went forward with the Invisalign and paid the **** cash for the service. She had the Invisalign on for 5 months (February 2022- June 2022) and everything went relatively smoothly. 5 months later in November 2022 surprisingly we received a bill in the mail asking for ****. She called Belterra Dental asking for an explanation behind the bill and they informed her that coverage was denied by insurance. If we had known the insurance would not have covered this procedure we would not have done it. Belterra did not do their due diligence to figure out whether or not this service would be covered by insurance. They are liable for their failure to communicate with insurance before giving us false information about the cost. They should be responsible for the additional ****.