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My family has had a very frustrating experience with The Smile Company on Dorsett. No one from their office has contacted us to attempt to resolve this, even after multiple requests. They’ve been completely unhelpful and dishonest in their billing practices.
My spouse went in on an emergency visit on June 23. Our insurance information was provided over the phone. When we arrived, they said couldn’t verify our insurance. It was the weekend, so we could understand that there may be some challenges in getting in touch with an agent. They offered a $29 new patient special, called their "Limited Exam" special so that he could get in and see a dentist (this was to cover the exam and x-rays – he didn't need a cleaning, so this was the option that he was told he needed). This $29 fee was paid with our debit card before he went back to see anyone.
The remainder of the bill was $666 for two extractions. We paid for this in full with our card before any work was done, and again were reminded that we could file a claim to recoup any coverages from our insurer.
We attempted to file the claim on our own. On 6/30 we called to inquire about the status and a receptionist noted that they had already filed our claim, noting that their weekend staff didn’t give her the memo. Communication seems to be a big issue here. It was also noted that an email was sent to my spouse in response to all of this, but we’ve not gotten anything from them.
We’ve been told that a credit for the “difference” would be placed on our credit card. As of today, that has not happened. But the most frustrating and dishonest part of all of this? They filed a separate claim with our insurance company for the exam and x-rays, even though those services were already covered with the $29 fee we paid.
Their front office is not helpful, and management will not return our calls or emails.
This company needs to do the right thing and fix their organizational and billing nightmare.
Phone: (314) 254-4000
Address: 12300 Dorsett Rd, Maryland Heights, MO 63043
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