Carolina Complete Dental

The office performed major dental work that turned out not to be necessary at the time it was done. I was never told this or given any hint that this was only an option and it was possible it would not be covered. I specifically asked while in the dental chair and during my initial evaluation if the suggested treatment plan (a crown) was covered. At that time I was told yes, they did a basic search on my insurance coverage with me sitting right in the chair. There was no attempt made on my behalf to get a pre certification approval from my insurance company for the very expensive proposed treatment. It turns out the dental issue that I inquired about did not require immediate action. I was not having anything other than sensitivity at the time I was seen. When insurance didn't cover the procedure because a much simpler procedure could have been done first, I was billed for the full amount. When I contacted the office for explanation I was told by the office manager that insurance is never guaranteed. I agree with this fully except when there is no attempt made by the providing office to get the necessary information for such an expensive treatment plan ahead of time. According to my insurance company I personally would not have been able to get that information for myself as it is only available to the treating provider's office. The insurance company replied to me in an email very specifically that it is always recommended the provider submit information ahead of time to be sure of coverage and that was not done it my case. This was not an emergency dental situation that could not wait and it turns out there was a much cheaper (insurance covered) solution that I was not offered. The insurance premiums are already an expense that we pay for and they offer good coverage. As patients we trust our provider to have our best interest in mind we should be allowed and fully assisted in using our dental coverage correctly. This was a mistake made by the office that could have easily been avoided.