Complaints

This profile includes complaints for Watts Dental, P.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Watts Dental, P.A.

  5605 Skytop Dr Lithia, FL 33547-4165

• 

  Watts Dental, P.A.

  137 Harbor Village Ln Apollo Beach, FL 33572

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:05/23/2025

  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 got this random letter in the mail threatening me that I will be sent to collections. No amount due or why. I do not owe this company any money and this is most likley a scam. I tried to call and ask about this balance and after being on hold for 10 minutes, I was hung-up on because it was the wrong office. This is not how anyone should do business and this dental office is just charging people for anythin they think they can. Las Vegas model. I know this scam.

  Business Response

  Date: 06/05/2025

  The patient presented to our office and voluntarily enrolled in our Lifetime Replacement Retainer Program, agreeing to the $600 fee and paying for the service in full at the time of commitment. After the retainers were ordered but prior to delivery, the patient elected to cancel the program. Although the retainers had been fabricated and prepared, we accommodated the patients request and issued a full refund via check for the $600, which was mailed promptly.
  Before the refund check was received, the patient disputed the original $600 charge with their credit card company, reporting it as fraudulent. As a result, the funds were forcibly withdrawn from our office by the credit card processor, and we were assessed a chargeback fee. This fee is standard practice in the industry when a dispute is falsely marked as fraud.
  Because the original charge was already refunded and the patient subsequently reversed it through a dispute, the patient effectively almost received a double refund, and our office was charged a processing penalty and our office was unfairly penalized. We invoiced the patient only for the chargeback fee on 11/22/2024.On 11/22/2024, we sent the patient a bill for only the chargeback fee, not the refunded service. Over the following 90 days, we made repeated attempts every week to contact the patient via email and text, not a single message was responded to. Instead of sending the patient a final notice after the 90 days, we gave the patient an additional 3 month ***** period to pay the balance before we proceeded with our final notice letter. On 5/12/2025, a final letter was mailed, providing a 10-day ***** period to resolve the balance before referral to collections. No attempt to resolve the balance was made by the patient.
  Instead, on 5/23/2025, the patient called our office and used abusive and profane language toward our front desk staff. Our receptionist made multiple efforts to explain the situation, but was repeatedly interrupted, insulted, and unable to proceed with the conversation while the patient was raising their voice The call was transferred to another admin team member and while the patient continued to yell and curse, our admin team member stated that when the patient is able to have a respectful adult conversation to please call back. For the safety and well-being of our team member, the call was terminated.
  We categorically deny any assertion that this matter is a scam. This patient failed to respond to multiple outreach attempts, and reacted inappropriately when finally contacted our office.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23369224
  
  I am rejecting this response because: I canceled my order because when I called after they were due to be ready, I was told by your very rude staff that they were never ordered.  I do not owe for something that I was told was never ordered and was not ordered.  Your information is inaccurate.  Please stop harassing me and get your booking updated.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/09/2025

  The retainers were ordered with our lab on the same day the payment was made, August 21. However, the final digital scan, which was necessary to complete the retainers, was needed following the recommended fillings. This had been explained during the initial presentation of recommended treatment on August 21st.
  The outstanding balance reflects the chargeback fee associated with your request for a refund through our office. While we processed the refund as requested, the initial charge was subsequently reported as "fraud," which is both inaccurate and unfair.
  Regarding your interactions with our team, we must emphasize that the term harassment refers to aggressive pressure or intimidation. Given the repeated disrespectful and hostile manner in which you have addressed our staff, it is concerning that the term might be more appropriately applied to your conduct toward our team.
  We strive to provide professional and courteous service at all times, and we expect respectful communication in return. The balance remains and will be sent to the collection agency by the end of the week if not paid.
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23369224
  
  I am rejecting this response because: I have no idea what amount you are trying to collect, because I do not owe you anything and you have never sent me a bill.  Your letter just says to call and pay you.  For what?  I was told by your very rude and disrespectful employee when I called to see if I could pick up my retainer last year that nothing was ever ordered because they were waiting for me to come back in to do another scan.  A scan that was not needed and I was told you already had everything you needed when I agreed to purchase the retainer plan.  So, there is nothing out of pocket for you and this is just your scam to get money I do not owe.  You also issued me a refund check for the $600, that you later canceled when you apparently saw I had to file a claim with my credit card because no one would return my messages about this issue. So, you obviously felt that you owed me the money back.  I have since purchased a retainer plan with another dental office, that cost me more, but I am very happy with their customer service.  As for your comment regarding how I treated your employees, that is absolutely fabricated and not the case.  Or you must have me mixed up with someone else.  If you do not stop these harassing collection attempts for an erroneous amount I do not owe, I will be forced to file a complaint with our state's dental board or the **************************** regarding your methodology of coercing patients to pay for services and products that are not provided.  End this now to prevent further action.

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/19/2024

  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've been going to this dentist with my 2 children for over 2 years. I referred my husband there. I suddenly received a bill for $124.70 for missed appointments when every time I've called and either cancelled or rescheduled. Someone in the office is not marking this.

  Business Response

  Date: 11/25/2024

  The breakdown is as follows:
  
  
  9/13/21 - Caylee $50 charged and paid (**** called same day to cancel) 
  10/20/2021 - **** $50 waived (phone call same day that patient couldnt make the appointment)
  10/22/2021 - **** $50 waived (phone call night before to cancel appointment)
  3/14/22 - Caylee $50 waived (no call no show)
  11/14/22 - **** $50 charged and paid (pt was a no call no show) 
  12/8/22 - **** $50 charged and paid (pt called same day to cancel) 
  1/26/23 - **** $50 waived since pt texted to cancel on 1/20/23
  10/10/23 - ******* $50 waived (pt called same day to cancel) 
  4/4/24 - **** $50 waived (pt called to cancel day before) 
  4/8/24 - **** $50 waived (pt called same day to cancel) 
  5/13/24 - **** $50 waived (pt called less than 48 hours to cancel)
  5/23/24 - **** $50 charged (pt still owes) (pt no call no showed to appt)
  6/4/24 - **** $50 charged (pt still owes) (pt called morning of appt to cancel) 
  6/11/24 - **** $50 waived (pt called same day to cancel)
  7/22/24 - Caylee $50 charged (pt still owes) (pt no call no showed)
  8/28/24 - ******* $50 waived (same day cancelled) 
  
  
  
  
  This is a total of 16 documented missed appts or appointments that have been cancelled in less than 48 hours.
  $800 in missed appt fee and Watts Dental has written off $500 of those charges. Watts Dental has been more than fair in waiving missed appointments. 
  
  During the familys first missed appointment on 09/13/2021, our admin spoke to Mrs. ******* and explained in detail our office policy that we require 48 hours notice to make changes to appointments so that a fee doesnt incur and we also informed Mrs. ******* that weekends do not count in that 48 hour notice, it must be business days (as it also states in our new patient forms). 
  
  While yes, you may have called to cancel appointments, our office policy is that we need 48 hours (monday - friday) for appointment changes to avoid a fee. This has been explained and signed on our new patient forms. Patients have their own form just for our appointment cancellation policy which i will attach to this response signed by Mrs. ************************* balance will stand. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22577506
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair 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.

  Date of Service 4/17/2023 to 9/30/2023 Upper and lower dental partials.Total paid to dentist $3064 Problem: I went to Watts dental in good faith for dental services. They advised me that I need to have 6 extractions and then partials. My complaint is in regard to the partials. It took them three tries to get the partials right. However, on the third time it was still not right. So I called them to notify them of my issue. I explained that the partials are still not right and I cannot used them mainly the top. The lady that answered the phone **** assured me that they would reach back out to me with a resolution. I explained to her that after three tries I would appreciate a refund be it all or partial so that I can take my business elsewhere since it does not appear that they can get it right. She reassured that they would and that someone would be reaching out to me. Its been 2 months and I have not heard back from anyone. I am now stuck with a partial that I cannot use and its causing stress on the teeth on the other side of my mouth because I can only chew on one side.

  Business Response

  Date: 12/22/2023

  Upon reviewing the records in our system, it appears there may be some misunderstanding and confusion surrounding the timeline of events. To provide clarity, a digital scan was conducted on April 17, 2023; however, the delivery of the upper and lower partials was not done until May 19, 2023. Our notes from that date indicated your satisfaction with the provided service.
  Subsequently, on June 14, 2023, you reported difficulties with eating, prompting an appointment on June 23. While standard practice involves adjustments to new partials, Dr. ***** in an effort to ensure your satisfaction, offered to remake the upper partial at no additional cost. The lower partial exhibited no issues. On July 24, we attempted to try in the upper partial, but further adjustments were required from the lab.
  We reached out to inform you the upper partial was ready on August 10, yet regrettably, we did not receive a response from you. An appointment was scheduled for August 25, aligning with your work schedule to deliver the upper partial. However, on August 21, you contacted our office to cancel the August 25 appointment due to a being out of town for the following 2 weeks. We accommodated your request, rescheduling for September 11, 2023.
  Before proceeding with the seating of the upper partial on September 11, you were presented with a consent form, a copy of which is attached to this response. The form explicitly outlined potential differences in feel and bite, normal settling over time, adjustments being needed and the three-year guarantee for defects, breakage, and unusual wear and tear. Your satisfaction with the treatment was affirmed by your signed consent.
  A subsequent call on September 14 expressed dissatisfaction with the need for multiple appointments. It is standard practice to require adjustments following the delivery of a new partial, a point thoroughly discussed during your interactions with our provider. While I acknowledge our oversight in not promptly returning your call, I emphasize our willingness to address concerns and provide solutions.
  I regret any inconvenience caused and acknowledge our human fallibility.
  Regarding your request for a $3064 refund, I must note that the total treatment cost for both upper and lower partials was $1649, so Im unsure as to how your total of $3064 is reached, and to our knowledge, the lower partial presented no issues.

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21040882
  
  I am rejecting this response because:

  First and foremost each time that I was in the office and offered the partial. I explained to the technician/hygenist that it did not feel right. The first time the partials were not even making contact. They put the film that you chew on and there is no way they could have said that it was making contact because I told them that it was not. The first time the lady said try it for a few days and let us know. The second time Dr. **** came in and said the same thing try it for a few days and let us know. The third time same thing. Each time I gave it a week before I called back.

  The reason there was a longer gap the second time is because no one called me back. When I called back in after about three weeks Dr. **** apologized and assured me he would let the owner know of what happened. The third time I explained to the technician that it was still hurting he tried to explain that iy=t was because my jaw was not straight. I then explained to him that I came there with the same jaw from the get go and that the partials should have been made to fit. I explained to him before leaving that it was hurting and it was not right. Same advice give it a few days which I did.

  To insinuate that part of the problem was due to my schedule is very insulting. It also shows the care of your facility.

   

  I will agree that the bottom is fine and I stated that in my complaint. I do not wish to come back to the facility so my only recourse is a refund so that I can go elsewhere. I am not a dentist but I believe that the Dr. erred in removing too many teeth from the upper so there is nothing on the right side for the upper to anchor to and partials should have never been recommended.

  So at this time I am still requesting a refund for the upper and I would like to take my business elsewhere as I am no longer comfortable going back to Watts Dental.

  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/27/2023

  While i understand your frustration, we are unable to process a refund for you. We are happy to continue seeing you for the partial to make sure you are happy. Services were rendered and therefore we are unable to process a refund. 

• Initial Complaint

  Date:09/08/2022

  Type:Product 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.

  6/20/2022 Had a crown installed was billed $50 for a pulp cap as part of the work. The insurance has agreement with Watts Dental that states "procedure is a component of the completed procedure and may not be billed separately. Participating dentists have agreed to charge the patient only the amount indicated as Patient Pays". Watts Dental is a participating dentist in the Delta Dental plan. 07/11/2022 Spoke with Watts Dental about the charge and despite the agreement they said they could be me for it.07/11/2022 Filed a grievance with Delta Dental of Virginia. 08/18/2022 DDVA concluded (***************************** ****************************************************** that I do not owe the cost of the pulp cap ($50). 08/25/2022 Reached out to Watts office to request refund, they did not return my call 08/29/2022 Reached out to Watts office again to speak with billing manager and she did not return my call. I also cancelled my appointment that was schedule for 9/1/22 more than 48 hours before my scheduled appt per their policy to avoid cancellation charge. Email attached with confirmation Requesting a full refund of the $50.

  Business Response

  Date: 09/26/2022

  To whom it may concern,

  Patient was refunded his $50 9/12/2022 as a courtesy. The patient should have received money back in to his account already. At the time of his treatment plan, he was explained insurance did not cover his pulp cap and that we would be reducing his rate from $106 to $50. He was upset that his insurance did not cover pulp cap. After a review on claim, his insurance decided to include pulp cap as part of the build up procedure. This is not common with insurance and patient never gave us an opportunity to appeal. Regardless, we refunded patient and settled his account.

  If you have any questions or concerns, feel free to call ** at ************ option 3 for our ************ location.

   

   

  Sincerely, 

   

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

   

   

   

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17903691
  
  I am rejecting this response because:
  The statement made be **************** is untrue and misleading. I was not informed that the pulp cap would not be covered in fact I had requested that watts submit a pre authorization to the insurance company which they did and it did not include a pulp cap. Documents are provided in claim. In addition, the insurance company intervened on my behalf not to cover the claim, but assist in recovering the charge due to contractual obligations. As far as not giving watts an opportunity to appeal, I documented several attempts to work with watts and they refused to return several phone calls. **************** Please get your facts straight 

  Sincerely,
  
  ***************************