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:11/08/2024

  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.

  Ive been a patient at this dental office for six years and have spent about $10,000 on treatment here. While the doctor and dental assistants have been professional and kind, the billing staff and office management have turned what should have been a straightforward experience into a nightmare.I went in for a crown, only to be told they wouldnt proceed because they found a balance of around $500 from almost two years agosomething I was never notified about. When I asked to speak to the office manager, the assistant manager came out and was rude and dismissive, insisting they were refusing service to anyone with an unpaid balance. Despite the misunderstanding, I was assured by the office manager they would handle it and that I would get a new crown.After paying in full for the crown, the new one broke immediately. The dentist, Dr. ****** apologized and said hed work with the lab to fix it, but the office has since been completely unresponsive. After waiting for weeks, I reached out repeatedly but never received a response about a new crown or any plan for a permanent fix. Ultimately, the office manager called to say they were firing me as a patient and that they would refund the balance, less the disputed two-year-old charge.After years as a loyal patient, this treatment is disappointing and unprofessional. My concerns about billing were dismissed, my requests for a permanent solution ignored, and Im left without a crown. I would not recommend ***************** until they address their billing issues and significantly improve their customer service. This experience borders on malpractice, and I hope other patients are not subjected to the same treatment.

  Customer Answer

  Date: 11/08/2024

  Am I required to send you a ***** release? I so can you send me a online editable copy that I can fill out and send you back?

  Business Response

  Date: 11/11/2024

  To whom it may concern,
  In response to the complaint from patient ****** **** we have attached the requested documentation to support the many inaccuracies in the patients report. The patient has been coming to us since May of 2021, not for 6 years. (See Attachment: Patient Ledger) The patient was seen on 04/15/2024 due to a broken lower right bridge, that was completed in our office on 12/29/2023. We remade the bridge at no charge, even though the patient admitted to not wearing an occlusal guard for severe bruxism/grinding at night as previously recommended by the provider on several occasions. (See Attachment: 04.15.2024 Chart Notes) At the delivery appointment on 05/13/2024 patient was scanned for an occlusal guard and advised that we would contact him about the cost once we verified information with his new insurance provided at that appointment. However, once we called the patient to collect his balance to fabricate the occlusal guard,he did not call back and No Call/No Showed to his Occlusal Guard Delivery appointment on 06/03/2024. (See Attachment: 05.13.2024 Chart Notes 05.13.2024 Phone Call Notes 06.03.2024 NCNS Appt Log)   After we did not hear back from the patient,we sent 3 statements for his pending balance in June 2024, July 2024, and August 2024. Which included an old balance for claims unpaid the year prior,the $388 for unpaid Occlusal Guard and $50.80 Balance from 04.15.2024 deductible applied to the exam that day. (See Attachment: Statements and Attachment: EOB 04.15.2024) After no response, the patient then called to schedule an appointment on 09/12/2024 due to a Pontic crown coming off his front bridge that he broke while eating, this is treatment that he had completed at another office. At this visit he was advised that we could attempt to place an overlay crown over the existing broken bridge, however it was not guaranteed to last due to the way it was broken, however we would try. He understood and accepted treatment. We placed a flowable composite over the area to cover the showing metal framework as a courtesy due to it being within his smile line, and he did not want to walk around with that showing. Again, he was advised this was not meant to last.  (See Attachment:09.12.2024-**.28.2024 Chart Notes) At that visit on his way out, the front desk attempted to go over the balance on account, however the patient rushed out and would not wait to speak to them. Patient was then seen on 09.30.2024 to cement the overlay crown, at this visit his account was flagged to discuss the pending balance prior to him being seen. He was dissatisfied with this as he began yelling at the front desk girls, advising him that they never told him about this before, it was not his problem, it was our problem. He stated that he was only there for his tooth to be completed, and he was not paying us any money. Due to the nature of this altercation, he was escorted to an enclosed room so that he did not disturb the other patients waiting in the lobby.  The assistant manager came in and went over the details of the balance. He became even more combative, stating he did not have time for this, he didnt care what our billing problems were and that he just wanted his front tooth. The assistant manager advised that moving forward we would not be able to complete any further treatment without payment of the balance, he took that as we would not see him that day. Began to raise his voice again and the assistant manager left the room to seek help from the practice manager.  The practice manager came in to discuss the problem with him, he said that the assistant manager was nasty with him and that he didnt care about the balance, he just wanted his tooth. After calming the patient down, he was advised that we would see him that day, and that a detailed list of the balance would be emailed to him at his request. He stated that he throws out his mail, and does not read it,therefore why he believes he did not receive his statements, he apologized for being aggressive with the front office and would review the documentation sent to him by email and pay at that time. The patient was moved to a treatment room, where the overlay crown was unable to be seated due to the lingual thickness and the patient bite. He was offered a refund for the crown, as the doctor could foresee this being a continuous issue and we could try a permanent composite resolution at no charge. The patient advised he would think about it,and we sent the overlay back to the lab to be remade for the time being.  Patient left with another flowable composite to cover metal framework. (See Attachment: 09.12.2024-**.28.2024 Chart Notes and Attachment: 09.30.2024-11.08.2024 Patient Communication Log) The same day the patient was sent an email as promised detailing his pending balance, where it was determined that the prior balance of $484.80 from 2022 was to be written off as a courtesy due to the time involved and the current pending balance owed. He was advised of the total balance now owed in the amount of $438.80.Broken down as: $50.80 Deductible balance owed from DOS 04.15.2024 exam, this is something outside of our discretion as it is legally binding with our contractual obligations to the insurance company, as well as the $388 balance from the Occlusal Guard fabricated and waiting delivery now that the patient again had new treatment completed and we would need to re-fabricate again to fit the new crown overlay/composite treatment. Again, this was all to be at no charge as a courtesy to the patient. (See Attachment: 09.30.2024 Email) This email was left without response from the patient. The patient was next seen on **/28/2024 for final fitting of overlay crown or permanent composite solution. The patient was advised of the balance again at that visit, as he advised he would be willing to pay prior, he again, went off at the front desk refusing to pay the balance,and was quickly escorted to the back. The patient did not want to move forward with either option. Replacement of the entire bridge was spoken about with the provider at that time. Once the doctor left the room, the patient told the assistant that he did not trust Dr. ***** and what he was recommending and that he wanted to seek treatment elsewhere. At that time, the assistant placed a flowable composite again to appease the patient. After the patient was dismissed from that visit, she notified the office manager and Dr. ***** of this discussion, the agreement was made that the patient would not be moving forward with treatment at our office and that he would be dismissed based on his abusive behavior towards the front desk and lack of trust in the provider. We felt that his needs would be best suited elsewhere. (See Attachment: 09.12.2024-**.28.2024 Chart Notes)  On 11/01/2024 account was adjusted for refund totaling $715.20, patient paid $766 for #** Pontic Crown,and pending collectable balance on account was $50.80. Patient was not delivered the final Occlusal Guard; this was also adjusted back from his balance. He was sent this check along with a dismissal letter from the practice advising him that he would need to seek treatment elsewhere. (See Attachment: 11.01.2024 Check-Ledger-Dismissal-Certified Tracking) On 11/05/2024 the patient attempted to make another appointment due to the temporary filling coming off, as he was advised it would, and he advised at his last visit he would be seeking treatment elsewhere. He was notified by phone call that we will no longer be able to see him, or rebond the temporary composite. He again, went off on the assistant demanding to speak to someone, no one was available at that time, and he stated he expected a phone call back immediately, and hung up. (See Attachment:09.30.2024-11.08.2024 Patient Communication Log) The patient then emailed the office advising that he wanted a call back from the office that day. As in our policy,once a patient is dismissed or discharged from the practice, we are no longer required to attend to this patient. With his history of verbal abuse and unruly behavior,the decision was made to disregard the patients contact attempts, as he was made aware he needed to seek treatment elsewhere. However, on 11/08/2024 the patient made a phone call threatening to come up to the office if he did not speak with someone. The front desk felt uncomfortable by this threat and advised the office manager. At that time, he was contacted and advised that again,he was dismissed for this behavior and his lack of trust in the provider. He was advised of his refund, and he became distraught, advising that he would be suing us in small claims court, and that he was going to create a chargeback on his card for the $766 payment. I advised that this was in his discretion, however we would no longer be in contact and hung up. Due to the nature of the patient,we did not feel it necessary to continue the conversation. (See Attachment: 09.30.2024-11.08.2024 Patient Communication Log) After this conversation the team was advised that we are no longer entertaining any phone calls or emails from this patient.
  
  As you can see, we have gone over and beyond to help this patient.We believe that this is none other than an attempt to slander our name due to the fact that we dismissed him from the office, as we would not tolerate his verbally abusive behavior any longer.
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22530447
  

   

  I am writing to formally reject the dental offices response.  the ongoing issues Ive faced regarding my dental treatment at their office. Despite multiple attempts to resolve these matters, I feel that my concerns have not been adequately addressed, and the level of customer service I have received has been both unprofessional and unsatisfactory.
  To clarify, I was never able to wear the guard because it was never delivered to me. As per the advice of the doctor and his assistant, I did not pick it up, as my treatment was incomplete, and there was the possibility that it might need to be remade once the treatment was fully finished.
  At no point did I raise my voice or behave in an unprofessional manner. I understand that the young lady at the front desk was placed in a difficult position when asked to collect money, and I made every effort to be respectful and calm throughout the process. However, when I was brought into a consultation room by the assistant office manager, I was treated with condescension and dismissiveness. This behavior was not only uncalled for but also made me feel as though my concerns were being ignored. The office manager later apologized for this treatment, assuring me that the assistant's conduct was not acceptable, and promised that the issues with my crown would be resolved.
  When the dentist attempted to place the crown, it wouldn't fit, and he indicated that the lab would need to be contacted to make corrections. He also apologized and assured me that this was not the standard of care your office upholds.
  Following that visit, I communicated with the office manager and requested that future communications be handled via email, as I never received the mailed statements. The office manager kindly emailed me the past-due statement, to which I responded with several questions. Unfortunately, I received no reply, and further inquiries over the following weeks went unanswered. I waited until my next scheduled appointment to address the outstanding balance and have the crown fixed. During that appointment, I was told that the lab could no longer provide the crown and that the only option was to continue with temporary solutions. I requested a treatment plan for a new bridge, which the dentist agreed to provide but never followed through on.
  Over the next two weeks, I emailed the office daily, requesting a call or email with a proposed treatment plan. Despite assurances from their staff that I would be contacted, no one reached out. I finally communicated that I would wait in the office until I spoke with either the office manager or the dentist directly. After 30 minutes of waiting for a response, the office manager called me and informed me that I was being dismissed as a patient. She also stated that a certified letter had been sent to me, which I still have not received.
  At that point, I requested that the full amount be refunded. She told me that I could dispute the charge with my credit card company if I wished, and that she would refer me to collections. I believe the check they sent was issued only after my complaint was made, and if I ever receive the certified letter with the original check, it will prove that your office is being dishonest with the Better Business Bureau as the amount would show a refund far less than the one they sent you. No check has been received nor deposited. 
  I want to reiterate that at no point was my tone disrespectful or abusive. I have done everything possible to resolve this situation in good faith, but after two months, I am still without a front tooth. I have filed a complaint with the ******************************************************* (*****) and have disputed charges with my credit card company. I also gave negative ******, and Yelp reviews. I also feel that the dental office has engaged in slander without any valid evidence to support their claims of poor behavior on my part. 
  This entire experience has been extremely disappointing, both in terms of the quality of care and the lack of professionalism shown by some of their staff. I also expect an official response regarding the certified letter and the status of my refund.

  I have more attachments of emails and phone logs but your system would only allow me to add 5 attachments. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/08/2024

  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.

  Date of service: 8/25/23. On this day I paid $90 which I was told was my share. Now, almost a year later the company states "Insurance does not cover Oraqix". And, now they are billing me an additional $15!

  Customer Answer

  Date: 08/23/2024

  The attached document from 7/23/2023 shows original bill from day of service. The $15.00 change is from them, which they had me sign. They must have forgotten that they removed the $15.00 from my bill, and now they're trying to charge me the $15.00 that they took out.

   

  Business Response

  Date: 09/12/2024

  The patient was seen for two separate visits, 07/24/2023 and 08/25/2023. The bill she has attached is for her first visit on 07/24/2023. The patient refused to pay for the Oraqix, insisting that insurance would cover it at her following visit on 08/25/2023. She was misinformed by her insurance company, which resulted in a bill. Several attempts made to collect from patient, until she became hostile with employees and was dismissed from the practice on 08/01/2024, and the balance has been written off as bad-debt. We believe this is in retaliation to the dismissal and nothing more. 

  Customer Answer

  Date: 09/13/2024

  First of all, when I had the deep cleaning done, Lucie Dental told me that the anesthetic gel would cost $90, which I paid rather than have a shot. When I left, they handed me the bill with $105 -15 = $90. They are in error that I owe $15. They themselves wrote this in and had me sign it. This took place on 7/24/23,so why are they billing me over a year later on 8/1/24?

  Since Lucie Dental is giving me such a pain in the neck, I'm going to report that Dr. ***** told me I needed a root canal and crown etc., on tooth #9 for $2,621 or more. I have since had a filling. I certainly didn't need all that. These people are very suspect.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22113676
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:03/20/2024

  Type:Customer Service 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.

  Subject: Complaint Against ****************** Dental Office Dear Better Business Bureau Representative:I am writing to file a formal complaint against ****************** dental office regarding a significant service discrepancy and unfulfilled treatment. Despite numerous attempts to address this matter directly with the dental provider, I have been met with resistance and negligence, prompting me to seek assistance from the Better Business Bureau.In February, 2024, I sought dental treatment from ****************** office, specifically for a bridge procedure for the lower right side of my mouth. The agreed-upon service entailed the installation of a permanent bridge. However, to my dismay, I never received the permanent bridge despite having paid over $3200.00 for the procedure.The situation escalated further when I went for several follow-up visits, each resulting in the realignment of the temporary bridge or the provision of another temporary bridge due to errors on the part of ****************** office. These delays and inconveniences persisted, leaving me with a significant gap in my mouth for over a year now.Furthermore, during my last visit, ************** proposed an unjustifiable demand for additional payment, claiming that a wisdom tooth removal was necessary for the permanent bridge to fit. This unexpected request, coupled with the ongoing delays and substandard service, has left me feeling frustrated and neglected.Despite my repeated requests for resolution and reimbursement, ************** has failed to comply with my requests, as well as those from my insurance provider, Aetna. The lack of response and accountability from ****************** office is deeply concerning and indicative of their disregard for patient satisfaction and professional standards.I was initially promised a response by Feb. 14, 2024, but to date, no satisfactory resolution has been provided. As a result, I am seeking immediate and full reimbursement for the amount paid for the bridge procedure. This is not the outcome I expected nor deserved, and I am deeply disappointed by the lack of integrity demonstrated by ****************** office.I kindly request your assistance in facilitating a resolution to this matter and ensuring that ****************** office fulfills their obligation to provide quality dental care and customer service. Your intervention in this regard would be greatly appreciated.Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this issue.

  Business Response

  Date: 05/31/2024

  The information attached was submitted to the insurance back in Jan 2024, this complaint is invalid and should not show on our record as the grievance case has been completed with the insurance. Your response is also unwarranted stating that we did not speak with insurance. We spoke with the insurance company as well as the patient over 12 times during this process, and their records to no surprise are very inaccurate. Please remove this complaint as this has been closed almost 5 months ago with the insurance. 

• Initial Complaint

  Date:12/06/2023

  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.

  Attached is the letter of explanation. They advertised something never completed and charged me for that. Also, they fracture my tooth and cost me more money because I lost the tooth and I need an implant for support my bright. When I ask for them to refund money to me from the balance because they never didn't finish the upper mouth and also the bottom mouth, they said is zero balance no credit. How could be if you never finished, where the money goes? I appreciate it if you take time and review my case and help me because they said the only money back is the $ *****, they give to me at the very beginning of this process. I have my records and also, I can provide you the record from *********** who finished the job. My tooth was in good shape before and no need extraction at that moment when to see them for finished the bottom mouth. Thank you for your understanding and consideration.

  Business Response

  Date: 05/31/2024

  Patient was refunded and signed a waiver release, which this constitutes a direct violation of that agreement. Patient was very happy and stated that she had no complaints. This complaint should have been removed after the response was mailed in back in Feb 2024.