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:02/10/2025

  Type:Service or Repair 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.

  Prior to Jan. 28, 2025 I called and requested a dental cleaning since it had been 6 months since my last cleaning in another state. I arrived and was expecting for them to take x-rays and do an evaluation which was done. I was told by the hygienist she only had 15 minutes left and could not do my cleaning but would need to schedule another visit. As the Dentist was then explaining what their comprehensive dental plan that I needed would include. I was then handed off to the businessperson who began to explain that I would need to come back four (4) more times to start their plan and that it would cost $1720.00 and $1041. out of pocket. I explained that I only want my teeth cleaned and not the deep tissue cleaning, antibiotic or anything else. I was told that they cannot do a surface cleaning without doing there recommend dental plan first. I went to another Dental provider for a second opinion, and they did not agree with Complete Dental of Countryside's findings and cleaned my teeth as requested.

  Business Response

  Date: 03/05/2025

  Subject: Response to Complaint Case #********-83FD5
  
  
  In reference to Case #********-83FD5, we want to express our commitment to providing high-quality care and addressing our patients concerns with the utmost seriousness.
  
  
  I have reached out to the patient and left messages to discuss his concerns. Based on our review, it appears there may have been a misunderstanding regarding the information provided. Following a thorough examination and review of X-rays, we recommended scaling and root planing (SRPs) with antibiotics due to evidence of bone loss and active gum infection. Our primary goal is to promote and maintain optimal oral health, and providing anything less would be a disservice to the patient.
  
  
  The recommended cleaning would have required two appointments. Additionally, the patient required further treatment that necessitated additional visits. The quoted amount of $1,720 was the insurance portion, for which the patient would not be responsible, while the total cost for all necessary treatmentsincluding the cleaning, treatment with the doctor, and follow-upwas $1,041.
  
  
  At Complete Dental of Countryside, we are dedicated to delivering the highest standard of dental care and ensuring our patients receive accurate diagnoses and appropriate treatment plans. While other offices may have varying standards, we stand by our commitment to excellence. We believe we have provided the patient with the best possible care and an accurate diagnosis, even if the patient does not fully agree.
  
  
  Please let us know if any further clarification is needed.
  
  
  Sincerely,
  ******* *****
  Practice Manager of Operations
  
  

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair 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.

  This is very simple I keep getting a bill by email stating I owe over$700 but it has no statement attached. I have called and called and called and left messages but they will not call me back. On July 2 2024 I spoke with ******* who said Office Manger on vacation and will call when she returns it is August 12, 2024 no call. ******* was contacted by my insurance on August 9th 2024 and would not say what I owed and she would call me and guess what no phone call. All I am requesting is an itemized statement to see my payments and insurance payments and to see if I truly owe and what amount.? Please help me resolve this issue also I will never ever go to them again.

  Customer Answer

  Date: 08/21/2024

  As of August 20, 2024 the office manager of Complete Dental-of Countryside has contacted me and we are working together to resolve the issue. I would like to close this complaint as of today August 21, 202. Thank you for your role in helping get issue this resolved. 

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair 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.

  Billing / Refund On October 30, 2023, I received a call from Complete Dental of Countryside, ***** **. The lady I spoke with informed me that I had a credit of $1,953.00 and how would I like for this to be returned. I told the lady that I would like them to send a check in the mail. The lady stated it would take 4-6 weeks and I would receive my overpayment refund. Fast-forward to today's date (02/13/2024) and I have still not received any money. I had an appt in November or December 2023, and validated with the girl at the second window my amount that was owed to me was $1,953.00 and she stated the Regional Manager had to sign off and that it was processing. I have called every other week speaking to ******, who was supposed to speak with the Office Manager and get back with me. I am still waiting on that call. I called again on 02/07/2024 (which would have made about the 13th phone call) I spoke with ******, who told me, she would again speak with Office Manager, and to call her back in two days. I called again today (02/13/2024) and was told I would receive a call back today and have yet to receive a call. I am asking/begging for help in resolving this issue.

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair 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.

  After a great deal of research with my dental insurance company, MetLife, I found a "preferred provider" nearby at Complete Dental of Countryside (hereafter referred to as Complete Dental). I called Complete Dental to ensure that they were indeed still with MetLife, and I was assured that they were. I made an appointment for an exam so that I could schedule a cleaning. I went for the exam on 6/27/2023. The office provided a treatment plan showing my portion of the fee and the insurance portion as if Complete Dental was a "preferred provider." A few weeks later, I was notified by MetLife that the particular dentist that Complete Dental had me see was not a preferred provider, and therefore, MetLife processed the claim as out of network. Had the claim been processed as "in network", Complete Dental would have received its contracted amount from MetLife, and I would have owed zero. I contacted Complete Dental on 8/4/2023 spoke with ******* who advised that Complete Dental would resubmit the claim as they had just received credentials for the particular dentist I saw. Complete Dental resubmitted the claim on or about 9/12/2023, but because the dentist was still not a preferred provider, MetLife closed the claim as a duplicate claim. I spoke with *******, and they said there was nothing they could do to this particular dentist because he was not one of *******'s preferred providers. I followed up by calling Complete Dental on 10/9/2023 and 11/8/2023, and I made an in-person visit to the office on 10/19/2023, but continue to receive weekly emails, text messages, and mailed bills for a $68 balance due, which should be zero. I've been told the dentist is now credentialed, but still no resubmissions to MetLife. I've requested that they stop bothering me with texts and emails, but they continue. They have clearly spent more than $68 in manpower dealing with me and this issue. They are unethical in their dealings with patients and especially elderly folks.

• Initial Complaint

  Date:05/31/2023

  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 was well pleased with the dental services of Dr. C***** and the hygienist. As a new patient of Complete Dental, I was told they take my *** dental insurance. But on check out after my temporary crown was put in place, January 5. I was told I must pay for the entire procedure upfront; my insurance didn't cover it. That is false; they were paid $1000 on January 7, 2023. On January 17, my crown work was finished, and nothing was said about the duplicate payment! I only learned of this when I went back on April 7 for cleaning. I was told by the hygienist I had to pay upfront in case my insurance didn't cover this. I told her I knew my insurance covered regular cleanings. She brought a desk clerk back, and I learned I had had a $1000 credit balance on my account since January 7. She said she could only refund the money once *** paid for that day's cleaning; it should only be two weeks. They were paid for the cleaning on April 25. I called and was assured a refund was forthcoming in a few weeks.
  
  I have called every week since then. Yesterday, May 30, 2023, I was told the new Office Manager I spoke to last week was on vacation. The person on the phone said my refund was approved, but it takes four or five weeks before a check would be issued. When I said I would contact the Better Business Bureau, and a lawyer, if need be, the person I talked to hung up on me.

  Business Response

  Date: 06/09/2023

  Referencing Case # ********
  In regard to the complaint filed for Case #********, we value our
  patients and the care we provide for them, and we take our patient concerns and
  complaints very seriously. 
  I reached out to the patient as soon as I returned from PTO, she was busy at that moment and said she would return the call.  Patient was seen January for a crown and her insurance did pay $1000 towards her crown.  The credit was left on her account and she was notified about it on her April appointment.  The refund process should have been started before the patients April appointment.  I greatly apologize for the inconvenience, the team member in question is no longer with the company.  The refund has been processed and is on the way to the patient. 
  We strive to serve each of our patients with the highest
  quality dental care experience possible and take pride in committing to each
  patient’s oral health.  At Complete Dental of Countryside we feel we
  have accommodated the patient’s needs by refunding the overpayment back to the patient
  Sincerely,
  Stephanie M******** Practice Manager for Complete Dental of Countryside

   

  Customer Answer

  Date: 06/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** * ****