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:04/24/2025

  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.

  On March 28, I went into their business to get cleanings and fillings done. They made me sit in a room for 20 minutes while they checked with my insurance company what was covered and then made me sign a paper for the additional charges. I told him that I only wanted to pay all upfront if the services could be provided today which they agreed. After my teeth cleaning, they told me they no longer had anybody to provide me the fillings that they charged me for. I immediately asked them to refund that money and they told me they could not do that until the finished processing, but I could call back next week. When I proceeded to call back the following week, they told me they were not going to give me any money back until they heard from my insurance company. I understand the insurance company is on the hook for the partial payment of the cleanings, but the fillings werent provided and I should have been refunded that money. While I am already in the process of taking them to small claims court, I noticed many other reviews of the business stating the same unethical financial dealings. I am not writing this in hopes that the BBB get back by money, but I think they should be held accountable for purposely withholding money that they are not entitled to.

  Business Response

  Date: 05/20/2025

  I find it easiest to just paste the email sent to Ms. ************ We did eventually receive her insurance payment as expected and refunded her more than she requested. 

  A refund for $633.80 was issued to the patient as soon as it was received by her insurance company. 

  *email sent to Ms. ***** when she said we were withholding her refund because the insurance company told her they sent us a check. 

  The issue is actually between you and your insurance company.  we submit al claims as a courtesy to you.  We expect to be paid by them, but we can't force an insurance company to pay us.  The contract you have is between you and your insurance as you are the owner of the policy, we are a third party that submits claims on your behalf and accepts payments.  We do our due diligence by submitting claims and are at the mercy of them to pay us for services rendered.    
  We are just trying to keep you in the loop.  Maybe they have sent out a payment, but as you can see that letter from them is dated 4/15/25 and was just received yesterday.  
  
  
  As you can see by the balance on your account, we charged you for the services rendered and are waiting on your insurance to pay us for that service.  We cannot issue a refund with a balance on account.  
  
  
  I have sent all email correspondences to our attorney as well, if there is anything further, or a defamation review/complaint because your insurance is not paying, our attorney will be in touch. 
  
  
  If and when we receive a check, a refund will no doubt be issued back to you. We are working diligently and following up with Guardian as much as we can, but as a provider they give limited information and tell us to wait for a response via the mail.  

• Initial Complaint

  Date:02/24/2025

  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.

  I have been charged a cancellation fee even though I showed up on time to my appointment. Two weeks ago I had a tooth extraction. I was given an exam, x-Ray and the tooth was taken out; but not before they tried to sell me a same day tooth replacement for ***** and even ran my credit so they could finance that amount. They tried to pressure me by scaring me about all the problems that could happen if I didnt get the work. I looked up what they said after the fact annd I feel they misrepresented the potential consequences. I refused the tooth replacement and after, I was told to come back in two weeks for a follow up and cleaning but was never told there would be additional charges. I showed up to my appointment and was told I needed an exam and x-rays and there would be a 140$ charge. I told them I had an exam and x-rays and have recent x-rays with a local dentist when my tooth was cracked just before the extraction. I told them I didnt need or want the extra services and I just wanted the services my insurance covered. They told me that they couldnt do that and that if I dont pay Ill have to leave and pay a cancellation fee of $100. I asked why I have to pay a cancellation fee when I am at my appointment but they are refusing my services. The woman tried to compare my cleaning to open heart surgery and they needed the exam and x-rays to check for bacteria. At this point a customer in back of me was making noises and I turned to him and told him to mind his own business. He responded by standing up, screaming at me and threatening to call the cops if I didnt leave. Before I could respond the Ocala Dental staff thanked him in a way that made me uncomfortable because they were condoning his threatening behavior. I am a 57 year old man with a heart condition, I have a right to not only refuse unnecessary treatment, I have a right to question what I feel are fraudulent charges without being threatened by customers who are egged on by the staff.

  Business Response

  Date: 02/28/2025

  I am just going to respond the same way I did to his absurd ************ There was no money exchanged, he walked out of the appointment.  You have history with YOUR insurance, YOU had a copay, YOU refused to pay, YOU walked out! Xrays are not unnecessary when establishing as a new patient in an office.  You can't show up for blood work at a lab without orders and seeing a ** first, you can't have a surgery without seeing a **/xrays first, and you can't have a cleaning without the appropriate xrays first. 

  Sir, All In have to say is WE politely tried to explain your copay to you numerous times and you refused to pay it. You got so loud and belligerent that another patient in the waiting room had to get up and ask you to stop yelling, and to just leave if you are going to refuse to pay as you are upsetting the staff and the patients waiting. When you wouldn't stop, the other patient said he was going to call the police because of the way you were acting. Not staying for a confirmed appointment is the same as cancelling, as we now have an opening on our schedule, I understand you have records at another office, but we do not have any affiliation with that office and need our own records here. 

  See attached, Signed document stating whatever insurance will not cover is the patients responsibility, the signed document stating he understands our no show/cancellation policy, the signed document stating he wanted to try our financing program to be able to do the treatment, which even though he was pre-approved with no affect on his credit, he decided not to move forward with the final application so we did not. When a patient present for an extraction of a tooth, we alway6s present an option to put a tooth back, so the patient does not have missing teeth.  Patient declined and we moved on.  Patient then returned for his follow up visit.  He refused to stay he did not want to pay, he became very upset he had to pay, he refused to leave, after asking him multiple times to leave, another patient in the waiting area then asked him to stop yelling and leave the office as he is being a disruption.  We even told him we would call the police if he didn't leave.  He obviously is upset he didn't get his way.  

  If we hear anything further from this patient or he does not take down his review filled with defamation, our attorney will be in touch. 

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In March 2024 I sought a new dentist. I found Ocala Dental Care on my Delta Dental website and I called them. They said they except my insurance and were in network. I scheduled an appointment and they worked up a complete treatment plan even though I only wanted a teeth cleaning. They demanded that they remove my wisdom teeth and already got me approved a line of credit for ALL the procedures "they" wanted to do. I was informed it would cost $3,700. I DID NOT WANT MY WISDOM TEETH REMOVED. The surgeon looked at the x-rays and said "the risk is greater than the reward" on the bottom wisdom teeth and he was not going to remove them. The office personnel insisted on the surgeon to still do it and refused to refund any money. The surgeon only removed the top wisdom teeth and the back molar on both sides and said we will wait on the rest. 3 days later I was hurting so bad that I decided to gargle salt water to help. Instantly water started pouring out my nose. I called my pcp and he made me call the dentist back and go get evaluated. The dentist said I had an infection and gave me a mild antibiotic and sent me away. I developed a fever, cold sweets, and trembling. I went to the ** were I had to have antibiotics through an IV. I went to a different dentist the next day where they rushed me in to do an emergency sinus preferration repair. It was extremely painful and because if the infection and swelling, as it healed the stitched came lose and fell out. I had to repeat that surgery twice. I have no sense of taste on the left side of my mouth, the tissue is very soft and it hurts to chew on that side. The doctor said it will take several months to ****** back up. Even after that, the original dentist only gave me a partial refund and still charged me more than the wisdom teeth extraction originally cost. They financed it through ************* with a high interest rate, that I will be paying on for ************************************** over $11,000 in less than a week

  Business Response

  Date: 05/28/2024

  Hi ******************, 

  After reviewing your chart I see that we gave you a treatment plan to remove your wisdom teeth and 2nd molars due to decay and food trap between wisdom teeth and molar causing the source of the decay.  There was no "demanding" to remove them.  It was an option given to you and chosen by you.  You opted to finance the $3700 with one of our finance companies and choose 60 months as the option to pay it back for the most affordable payment. As with any surgery there may be complications following, as stated in the dental treatment consent form that was signed by you.  As wisdom teeth lie very close to the sinus, any type of communication can happen.  The consent states that a specialist and or hospital visit could be required if any complications arise.  Though it is rare, it does happen.  We are sorry that you missed your follow up visit with us on April 4th.  There are things we could've done in office to help with the sinus concern. The refund given was for your credit on account, and as stated when you requested the refund, all insurance claims were still pending and when paid on by your insurance, a further refund would be applied back to your finance company. To date we have not received any claims back from your insurance company. As as we do we will apply the appropriate refund.  

   

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21766556
  
  I am rejecting this response because:
  

  First off, during the initial phone call you stated that you were in network which I found out later that the only provider that was in network no longer works there so therefore, after the fact, you charged out of network prices. Second, when I discussed with you that you were out of network and I did not want to proceed, you stated that it was already paid for and that I had to do it. Third, the surgeon flat out said he would not do the bottom molars but yet you insisted.  Forth, your office ran my credit through several lending companies which every single one hit my credit and lied about the interest rate with ************* I could of paid most if not all on a personal credit card rather than 24.9 percent interest.  Fifth, I canceled my appointment prior to the date and you know this, because of the fact that you were charging out of network prices. Sixth, it's been over 2 months now and NO CLAIM HAS BEEN FILED WITH MY DENTAL INSURANCE to even provide any financial assistance but rather ALL out of pocket. Seventh, the antibiotics prescribed to me was such a low dosage that the *** pharmacist had to call and argue to up the milligrams.  Eighth, there was no remorse, regret, or concern about the prefferated sinus cavity, there wasn't even a physical exam conducted to see the issue, only the antibiotics prescribed.  The new dentist immediately done a CT and could see a considerable size preferation between the gum and the sinus cavity. You have now altered the original invoice as to not refund the monies that I was OVER CHARGED. If there isn't a better resolution for this then I will be forced to contact a lawyer, the Dental Board, and perhaps the local media. 

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

  Customer Answer

  Date: 05/28/2024

  Furthermore, there was no decay. My wisdom teeth grew in sideways and was providing pressure on my rear molars. Maybe you want to manipulate and correct the chart AGAIN. 

  Business Response

  Date: 05/29/2024

  There was decay on the 2nd molars as stated in the original BBB response, the wisdom teeth were indeed impacted and causing a food trap causing the decay on the 2nd molars. That is why it was recommended to remove all wisdom and upper 2nd molars. 

  Customer Answer

  Date: 06/05/2024

  This is what has been billed through my dental insurance.  This was also billed "OUT OF NETWORK" after being told they were "in network". This does not equal what they charged me or financed through Lending Club. 

  Customer Answer

  Date: 06/05/2024

  This is what has been billed through my dental insurance.  This was also billed "OUT OF NETWORK" after being told they were "in network". This does not equal what they charged me or financed through Lending Club. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21766556
  
  I am rejecting this response because:This is what has been billed through my dental insurance.  This was also billed "OUT OF NETWORK" after being told they were "in network". This does not equal what they charged me or financed through Lending Club. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/05/2024

  Type:Order 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.

  My wife scheduled a routine appointment for me and she asked the representative if they were in network with my plan ( Delta Dental PPO) the representative advised that they were in network, but failed to mentioned that although they accept Delta dental they are technically out of network and don't have contracted rates with them , so the member will be responsible for the difference of the fee. This office didn't act in good faith and was very misleading. During the scheduled appointment process it wasn't mention, and upon check-in i wasn't advised that i would have an out of pocket expense. It wasn't until after services were rendered that i was advised about paying a fee that would've been covered at 100% if i was seen by an in- network provider. What's particularly disheartening is the apparent lack of concern for patient well-being and financial transparency. It seems clear that the dental office prioritizes profit over patient care. A reputable dental practice should always prioritize informing patients of potential financial obligations upfront, allowing them to make informed decisions about their care.

  Business Response

  Date: 04/08/2024

  We have the phone calls, as all calls are recorded.  I tried to upload but it does not allow that type of file.  

  *************** asks, you are not out of network correct? and the receptionist responds, no, we would be but we can access the *** benefits. Mrs. ****** asks a few more questions related to the kind of procedures we do and schedules the appt.  

  Please let me know if I can upload or email the phone conversation. We are always transparent when patients ask us out right about being in network.  It is not something to lie about, we have no reason to. 

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21535900
  
  I am rejecting this response because:
  
  The receptionist response is misleading. The receptionist did not  break down that the provider is out of network and that the member will be responsible for the difference between the fees. Why wouldnt you let your patient know that ahead of time? Like I mentioned previously, if the provider was in-network the services wouldve been paid at 100%. Your office didnt mention that because you know that my wife wouldve scheduled some place else that is in network. Please refund the $40.00 and send a corrected claim to Delta Dental. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/09/2024

  The receptionist responded to the questions asked. A copay was never discussed as it was not asked for at the time of scheduling. Our office policy is to verify benefits after the patient presents a Valid State ID and fills out our paperwork, all of which was done at office visit and copay was collected. This is done to prevent insurance fraud and ensure all information is submitted correctly and efficiently. At that time patient did not inquire to the validity or ask about in or out of network status. Copay is valid no refund is due at this time.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21535900
  
  I am rejecting this response because:
  It is very clear that your office refuses to take responsibility for advising that your provider is out of network and out of network patients will have an out of pocket fee. If the shoe was on the other foot you would understand where I am coming from. Therefore, since we cant resolve this issue i will simply advise the dental board about your practices as well as submit a grievance to Delta  Dental. No worries about refunding the money, and Ill let Delta Dental determine whether or not monies is owed to us by submitting a grievance. Shame on your office. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/14/2022

  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.

  See Attachment To Whom It May ********** July 11,2022, I visited Ocala Dental Care located at ************************************************************** phone ************* for starting the process of having an overdenture for maxillary and mandibular implants, and to have my upper overdenture relined.At that visit I had precisely requested having the exact overdentures made as they had done in O8/20/2016 because I wanted to use the older ones as a spare so if I had to have other work done on the others there would be no differences noticed and felt by me as far as the feel and aesthetics. I had been using an older set for a spare.Also, the reason I choose Ocala Dental was because they had an onsite lab which the work would be completed sooner and the lab person and the *************** were the same people that had done the past work for me and they would know how to do it. They did tell me the assistant that had done the past work was not available.They did not tell me at that time there was a different lab person that knew nothing about the implants I have and didn't know how to do them.They insisted that I pay the total cost of the product upfront in the amount of$5,344.00 which was charged on my B.O.A Charge card. This purchase was made in person by myself.The reasons I am disputing this charge is since July 11, 2022-Oct.17, 2022, I have gone every two weeks for 9 visits and each time there was something wrong with the teeth they had me sign a form when the 1" wax fitting was completed which was only the appearance of the teeth not completed. Which at that time looked okay. I was informed, by the Dr. *********** could be made with what I was concerned about except the appearances of the teeth.However, after the teeth got completed, I was surprised that they had placed clips in the maxillary which I had not wanted and could not were the last time and I told the Dr, and assistant that it would not work. Also, at that same time I was told they had to do a new impression forthese weren't right.I was also told that the lab person didn't really know how to make the overdenture for the implants that I have and that they would have to make new impressions and start all over again and send the teeth out to another lab. I was very upset and disillusioned and said I wanted to talk to the manager and I was afraid this wasn't going to work and I was assured by the Dr. they would be fine and he would take care of it.Again, the next visit the lab they sent them to put the pins in the mandibular overdenture on the inside of my mouth instead of the outside.

  Business Response

  Date: 01/06/2023

  Patient presented for a new set of dentures and relines on her old ones made in 2016. She requested **************** as her provider which we adhered to. A specific lab technician was never mentioned. The actual lab that processed her dentures in 2016 was an outside lab as our in house technician was not proficient in her type of implants. The lab we worked with on cases like this in 2016 is no longer in business. We do in fact have an in house lab tech now that works with all types of implants. Payment up front is always requested and our office policy when we are starting cases like this, the patient is aware of our policies as she has been a patient of ours since 2010. And had previously paid for her dentures in advance in 2016. To state you would like your dentures an exact replica of your old ones is impossible. A denture 6 years old has changed over time, the teeth are worn and your mouth shape such as bone and gums have changed. A new impression taken 6 years later will not allow for an exact replica. Patient did present for many, many appointments because at each "try-in" she wanted changes made to the dentures. And it was in fact made clear to her that we rather her come in for ***************************************************** the "try-in" stage. Once they are processed to final acrylic, they can not be changed. At the first appointment she wanted more teeth to show and more wax added for lip support. At the 2nd try-in she still asked for more teeth to show, the adjusted with the lab was made while the patient waited and tried in again. She was pleased with the amount of teeth being shown but now thought she had an overbite. We told her we would have to bring her back to change that because the Dr. was now behind schedule. At the 3rd try-in appointment the patient was pleased with everything, pictures were taken to show how it looked at her approval and she signed a consent form stating she was happy and any changes made after this appointment would incur a fee. Patient returned for her activation impression appointment of her finished denture to mark where the parts were going for the lab and ordered parts needed for lab to place final parts. Patient presented again to receive final dentures, it was to place parts ordered in her mouth, pick them up in the dentures from there the lab would set them in final acrylic so they are now permanently placed. The lab, as they normally do, placed the final attachment on the lingual side of the denture. The patient had wanted them on the outside of the denture. Normally we do not do this for esthetic reasons, but the Dr. agreed we could change them as that is what she was used to and apologized for not communicating with the lab we had not wanted them on the lingual. Besides the attachments, patient was pleased with the look and fit of the final dentures. Patient was also pleased with the retention of the dentures. All of this noted by the providing dentist. At her next visit, everything was completed. After she put them in she stated they were not the same. We told her it was impossible for them to change, they had been processed since her September 6 appointment and once processed, they are final. She kept stating her bite was now different and they looked different. WE placed them in her mouth and showed her the photos we took at her August 23rd visit where she approved them and they looked exactly the same. Per the providing dentists notes, the fit and the look was perfect. She then stated she didn't want the permanent attachments in there, she only wanted a permasoft placed (which is a temporary material for healing after extractions) we explained when she came in she asked for permanent dentures and for 9 visits she knew what she was getting as we had had the parts in them for the last 2 appointments and were just changing the orientation of them. She said she would refuse the dentures unless we removed all of the parts. We explained to her this would entail a lot of labor in the lab and the permasoft material she is requesting isn't a material we use in the office any longer so there would be a minimal fee (as stated on the consent she signed) for more labor, to order the material and for another visit as this was to be her final visit. She initially agreed and when brought to the front desk to schedule, she refused to pay. It was explained that we are ordering a specific material that she is requesting and would need payment to secure ordering the material and have the lab start the labor process to remove all of the permanent parts and attachments. Patient stated she would call. Next we hear from her is a dispute from the credit card company, which we won. So now she is coming here. If needed I have copies of signed treatment forms and consent forms as well as photos.

• Initial Complaint

  Date:08/15/2022

  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.

  I purchased a******** back on July 27 of this year for a dental cleaning that included X rays and a check up. An appointment was made with the understanding that I had not been a PT since 2017 so I was technically a new PT. I scheduled the cleaning and X-rays on the same day since that was what the******** included. On arrival to the appointment at 0100 new patient paperwork was filled and signed which included responsibility of payment if I was to have something done not covered by my Pre-purchased******** or insurance (I currently do not have insurance hence which is why I resorted to a********). Immediately after filling up the paperwork I was told that I was not a new patient and I was not allowed to used the********. I checked the fine print on the******** that allowed to be used within 84 months of prior use, I was informed that my last visit was 2019 not 2017 like I thought. The staff offered me an option to be seen for $189 dollars, I declined since I did not have the money to be seen and told the I would be back next year when it could be used or give the******** away as a gift. The staff told me that if I left I would incur into a $100 dollar fine for canceling. The manager (rude, unprofessional and impolite got involved) there was no resolution for me so I told them they may redeem the******** (it would have been as if I had been seen) and told them to bill me for the difference ($35 dollars). Today I have received a bill for the amount of $190 dollars. A "forward balance" from 7/11/22. (purchased******** on the 27) late/cancel no show for Dr and hygienist totaling $190.
  This services was to be provided on a sale******** for $65, that is the many the office would have gotten any other******** costumers to pay for the time of the Dr and Hygienist. It is unethical to be try and make money out of me with hidden charges and no services were even rendered.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 9, 2022/09/13) */
  Hi Ms. *****
  I know you were very upset the day you were here so I wanted to clarify some things to help you understand. The first cancellation fee occurred in June 2020. 1 year after your********. You used the original******** in June 2019. You then returned for your 6 month scheduled cleaning in December 2019, where your insurance at the time paid in full. That day you had scheduled your 6 month cleaning for June 2020. You did not show for that appointment and that is where the previous balance of $50 came from. The new balance was for the last minute cancellation of your Dr. Exam and Cleaning that day in July 2022, when the******** wasn't viable to use. We tried to explain that it states on the******** normal office policy applies to cancellation of appointments. I know you thought you were here in 2017, not 2019. Though the 84 months listen on the******** still would apply to a visit in 2017. 84 months is 7 years and 2017 was 5 years ago. I understand your are upset, but I do not think a mistake made by you constitutes bad*************** reviews and claim with BBB. As asked, we offered you an explanation as to why the fees were applied to your account. I will also honor your request to waive all fees on the account. At this time your account shows a zero balance.
  
  
  Consumer Response /* (2000, 11, 2022/09/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)