Complaints

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

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  Dental Care of Pearlridge

  98-1005 Moanalua Rd Spc 2000 Aiea, HI 96701-4700

• 

  Dental Care of Pearlridge

  3270 Waialae Ave Honolulu, HI 96816

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:06/04/2025

  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.

  On 11/6/2024, I called Waialae Dental Care to schedule a cleaning and a consultation for replacing my existing silver fillings with white ones. I was quoted $150$300 for this ********** my initial visit on 11/24/2024, I confirmed my request to replace the existing silver fillings with white fillingsnot to address any new cavities. I was told that my teeth were in good condition with no new cavities. However, I was required to pay $438.97 upfront to secure the appointment, which I found unusual but complied ******* my appointment on 12/1/2024, I again confirmed my desire to replace my existing fillings with white fillings. However, after the procedure, I discovered that my silver fillings were still intact, and the dentist explained that the work done was for new fillings due to decaydespite my repeated request for replacement fillings.The filling placed on 12/1/2024 has caused me ongoing inconvenience, including two additional visits to address issues it created:One visit because the filling made it difficult to floss.Another visit because the filling turned gray and does not match the color of my other teeththis is concerning as it is on a front tooth.Additionally, the 12/1/2024 procedure left me with three cuts on my lips, causing pain and discomfort.I have also had to take extra time out of my schedule to attend these follow-up visits, which has been frustrating and inconvenient.While I appreciate that the dentist and technician during my most recent visit were very friendly and polite, my issues are with the overall experience and negative effects that resulted from the service I received between Nov-Dec 2024.I emailed Waialae Dental Care on 5/25/2025 to request a full refund of $438.97 due to:Being charged for work I did not request.Ongoing dental issues and inconvenience caused by the incorrect procedure.Pain and discomfort from the cuts sustained during the procedure.Wasted time and repeated visits to fix these issues.

• Initial Complaint

  Date:12/10/2024

  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.

  I went for a routine cleaning and was told I needed to get a crown URGENTLY. I have dual coverage and was quoted $60.36 for the crown. I made the payment and had the urgent crown done. On 10/15/2024, I received a statement with a balance. I called the office to speak with the office manager; **** numerous times but she was always, in a meeting and would never return my calls. Finally spoke with her. Apparently, one of my insurance companies denied the claim. She suggested that I call them and ask why. When I called the insurance company, they advised me that they didnt pay because it was not more than 50% of structural damage and that the dentists know that they dont cover it if its less than 50%. I attempted to call **** again with this information but again she was always, in a meeting. Got a hold of her and provided this information and advised her that I am NOT paying for this because they knew that it wasnt medically necessary and just wanted my money. She said she would have the doctor prepare a narrative and submit it to the insurance company and it could take 4-6 weeks. After 6 weeks, I called my insurance company and they advised me that they havent received anything from the dental office. Tried to call **** again, same thing. In a meeting, doesnt return calls. Finally got a hold of her and she told me the doctor never sent it. She said he would come in the next morning at 0700 and she would sit down with him and work on it together. I asked her to call me the next day to confirm with me this was done. She assured me that she would call me and never did. Meanwhile, I have an outstanding balance on my account because of this. She told me not to worry about it, it wont go to collections YET. As I had told her prior, they will have to write this off because I am not paying this! They know they cant prepare a narrative because they know I really didnt need it!

  Business Response

  Date: 12/22/2024

  Dear *******,
  Thank you for reaching out and bringing this matter to our attention. We would like to sincerely apologize for the frustration you experienced during this process. We understand how stressful this situation has been, and we deeply regret that we have not provided the level of communication and support you expected.
  After reviewing your concerns, it appears there was a miscommunication on our end regarding the follow-up of the doctors narrative to your insurance company. The narrative was, in fact, submitted to the insurance for further review, and we regret that you were not informed about this promptly. To provide you with an update, We are pleased to let you know that on December 20, 2024, your secondary insurance approved payment for the crown in full.
  We do sincerely apologize for the delay as well as any inconvenience caused by our failure to properly follow up with you. Please rest assured that we are taking steps to ensure that this type of communication breakdown does not happen again in the future.
  Thank you for your patience. If you have any further questions or concerns, please do not hesitate to reach out to us directly.

  - Dental Care of Pearlridge

• Initial Complaint

  Date:03/09/2023

  Type:Billing 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.

  On 6/27/2022 I was seen for a Dental Cleaning. I was billed twice and paid both, but they also filed my insurance and received payment from them. I notified my insurance and they stated that I should not have been billed. I called and spoke to them about this issue several times and they said they see the error and someone from the billing office would call me back. No call back from anyone to address this issue.

  Business Response

  Date: 03/16/2023

  Aloha,

  Upon further review, the way the *** was structured, it was a little weird. We verified the fees for those particular services and the amount the insurance paid is 100% of the fee schedule. Therefore we are submitting to the accounting department for a refund request in the total of $72.00 ($36.00 for each appt) 

  
  The patient's address was verified and the refund request has been submitted today . 

  Customer Answer

  Date: 03/27/2023

  Resolutions,
  I have still not been paid by Dental Care of ***********. Please keep this claim open until resolved. Thank you for your help.
  
  *****************************, MHA, BSN, RN ***
  Nurse Case Manager/Referral Manager
  TAMC  Multi-D ********** Health
  Office: ************
  Fax: ************
  

  
  

• Initial Complaint

  Date:02/28/2023

  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.

  I had a dental crown procedure done at this business. In less than a year, the crown breaks. I call to let them know I need a replacement and was told by the receptionist that it would be covered under the warranty since its been less than a year from the procedure. I call to confirm my appointment and was told by a different receptionist that I would have to pay $150 out of pocket for the check up. I asked to speak to a manager. Days later and no follow up from anyone, I kept calling until I spoke with a manager who told me it was not covered at all. She sent me a copy of the contract and advised me there is no warranty because I did not come in for a cleaning. When I looked at the warranty page she was referencing, I told her I NEVER received this page, no one bothered to explain these conditions, and I didn't even sign off, initial, or agree to anything on that page. I was literally seeing this page for the first time. I paid $2000 for the procedure and want a refund due to breach of contract and bad faith.

  Business Response

  Date: 03/16/2023

  Aloha,

  Upon researching, the attached sign contract is what we have on file and we stand by our contract. Crowns can be damaged and follow up care is imperative in keeping them healthy which is why we have each patient sign the agreement with the understanding that follow up care is important and is a crucial part of their warranty. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19510011
  
  I am rejecting this response because: As stated in the complaint, the second page of the contract was HIDDEN from me. This specific page addresses what conditions would void the warranty (Very important). It is dishonest that they did not go over these conditions with me. Since they never disclosed this page of the contract (HIDDEN from me), I did not agree or sign off on the conditions they using to void the warranty. To date, they have not provided proof that I signed, initialed, or agreed to the conditions on the second page. 

  I paid over $2k for their services and the crown did not last for more than a year. How is this fair? It is a shame that they would do this after $2k was spent, which is not a small amount. Hopefully no one else will have to go through this. They promised to provide 100% coverage for the crown within a year. They should be held liable for breaching contract and acting in bad faith. The actions of this business are untrustworthy and very dishonest. 
  
  Sincerely,
  
  Mark  

• Initial Complaint

  Date:02/21/2023

  Type:Billing 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.

  Waialae Dental Care advertises this slogan on their website: ***************** We stand behind the idea that affordable dental care should be a right for ************** can rest assured that we will work with you to ensure vou pay as little out of pocket as possible for all services.This is not the treatment that I received. I have been trying to have their billing office adjust my account for the billing of a preventive cleaning, 2 fillings and prep for a crown on 8/29/2022 and the fitting of a crown on 9/15/2022. I asked the ************** to get a pre-approval from my insurance company in 4/2022 when they continued to let me k is that I needed a crown. On 8/29/2022, I was told again that I needed a crown. I asked for the pre-approval. **** gave me the treatment plan ******* my insurance company and the 50/50 coverage that I knew I had. They preformed the services. I paid the out-of-pocket portion at the time services were rendered. After receiving the Insurance EOBs I realized that I was overcharged. I was told the Kaimuki was in-network with my insurance company. Had I been told differently I would have never had any services performed. The amount I paid of $955.61 plus the insurance payments of $973.49 plus the statement balance of $703.53 (which doesnt reflect check amount $384.40)is incredibly high for the services that I received. This totals $1929.01 for a crown, 2 fillings and preventive cleaning. Who determines the pricing for dental services if you have no insurance or out-of-network for insurance? Out-of-network should be disclosed before agreeing to a treatment plan. I wish that I would have thought about checking my blood pressure and/or the dental staff would have checked my blood pressure because with all the stress in my life I would have been unable to have these procedures done. My blood pressure had been spiking over 140 since April 2022. I was under a doctors care for stress and we were monitoring my blood pressure.

  Business Response

  Date: 03/16/2023

  Aloha,

   

  We reviewed this account, and we did everything we could to work with the client's insurance company. We explained that all charges are based on estimated costs and insurance benefits. We can't control what the insurance companies choose to pay, which is why everything is based on estimated benefits. 

  While the cost may seem high for the services received, they are on the lower end of current industry standard costs as we strive to provide our patients with the best services at the best rates.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19430844
  
  I am rejecting this response because:
  

  none of my questions have been answered.

  I provided the "Pre-approval" given to me by the dental office without tax and taxes were billed.

  I provided receipts and EOB's by the insurance showing that the amounts that were paid and not all payments were applied to my account.

  I have received no communications from the dental office to resolve in a fair way.

  I have provided documents that the dental office received over $900 from me for this work and is trying to charge me an additional $700 above what the insurance company has paid.

  These are just a few questions. I will continue to try to find an agency that will help me work this issue out in a fair and unbiased way.

  Thank you for your attempt to help.

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

  Business Response

  Date: 04/13/2023

  Aloha,

  All insurance payments were credited to your account. Your insurance didn't cover a major portion because you were over your limit for the year for this particular procedure. All billing has been verified to be accurate. 

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19430844
  
  I am rejecting this response because:

  I was told that this dental office was "in-network" with my GEHA United Healthcare Dental Plan.

  On 1/26/2023 at 7:30am HST, I called GEHA and spoke with *******. She explained that the insurance claim was submitted as Out-of-network.

  She said the In-network benefits for the crown were $899 for this zip code. This means that the dental office would accept the negotiated network pricing and I have no responsibility for anything over and beyond $899 and the same situation would apply for the filling.

  I asked ******* to find out if the dental office had submitted a pre-approval insurance claim. This pre-approval insurance summary would list the amounts that would be covered for this procedure. She said that no pre-approvals were on file for this dental office.

  This was the only procedure done other than preventive cleanings so I am unsure why the dental office would say that the charges were over the limit.

  When I asked Wai'alae Dental office to request a pre-approval from my insurance company and they said they had I trusted that they did this service. The Treatment Plan that was given to me was based on the information that they had submitted a pre-approval claim. The $1271 would not be my responsibility nor would any other fees over and beyond the negotiated network pricing. The primary insurance name listed on the treated plan shows my insurance company Geha Connection Dental Federal.

  I would like Wai'alae Dental Care to resubmit claims for 8/29/2022 and 9/15/2022 to my insurance company as "in-network" to find out what the true co-pays, deductibles, etc are since all the EOB's that I have are out-of-network pricing. They never asked me to sign anything acknowledging that they were "out-of-network" prior to treatment.

  I mentioned several times to this dental office that I was having services done at their office because they were "in-network" so it has surprised me that I am now receiving insurance claims as out-of-network pricing.

  Taxes were charged for the service dates of 8/29/202 and 9/15/2022. I was never charged for taxes prior to these service dates or the service date on 12/27/2022. I would like an explanation of why they only charge taxes on some services and not on others.

  I also will need an updated billing statement once all these claims have been submitted as "in-network" have been received back.

   

  I have at least six (6) EOB that were processed as out-of-network pricing for both of these claims; let me know if you need any or all of these EOB since ALL of them together would be over the file limit to upload.  

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

• Initial Complaint

  Date:01/26/2023

  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 have been going to this dentist for over a year. In December 2022, I had a cleaning done. I thought this was solely my responsibility since it was the 3rd one for the year. I paid the fee of $181 and knew that the price had been increased. I didnt get a cost estimate prior to the service. I called after the cleaning for the pricing of a cleaning including the dentist exam. I was quoted $75 on 12/27/2022 and going up to $98 in February 2023 by a dentist at Ala Moana with a 4.8 star rating on ******* I have received an Explanation of Benefits from my ***************** where the claim was filed for $181 and the insurance company paid $66 to the dentist office even though I paid it in full at the time services were rendered. I have sent an email to the dentist office to be reimbursed the $66.since I paid the full charge of $181.I will file a separate complaint for the amount of $558.83 that shows over 90 days. I have been dealing with this billing issue since October 2022 with no complete resolution even though I have paid and my insurance has paid.

  Business Response

  Date: 02/10/2023

  Aloha,

   

  A credit card refund was issued on 01/27/2023 to the card that was used on 12/27/2022.

  Customer Answer

  Date: 02/13/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:12/05/2022

  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.

  Date of Office visit: 08/02/21 Reason: Root Canal Completed: 08/02/21 Paid: $282.55 on 08/02/21 Insurance: Paid, $593.02 Received bill for $35.01 over a year later on 11/17/22, paid bill on 11/24/22 I would like a refund of $35.01, because when I left the office on 08/02/21 I assumed I paid in full for the Root Canal. Why are they billing me for $35.01 for over a year later. I asked that question to Dental Care of *********** and they didn't reply. Therefore I would like a refund.Thank you,*****************************

  Business Response

  Date: 12/06/2022

  Aloha,

  
  We humbly apologize for the confusion on billing. After reviewing this incident, we discovered that there were multiple issues that contributed to ** not meeting our standards regarding this client. Some adjustments were not credited to this account due to our insurance support department missing this step, there was a failure to send out a statement, and insurance did not cover anticipated cost, all of which led to this incident.

  
  As far as being billed a year later, we usually automatically send billing statements via email. On this clients record there a was a request for no email statements. We recently went through our aging reports and discovered this and have begun the process of mailing statements.

  
  Ultimately, client was charged estimated portion. After insurance processed their portion, clients true obligation was $104.22 more than originally estimated and what was originally paid by client. Client had a small credit of $20.51 from our old system and an adjustment of $70.00 that would make the client portion $13.71 ($104.22 - $20.51 - $70.00 = $13.71). Client paid $35.01 and is due a refund of $21.30.

  
  Our staff is in the process of contacting client and processing this refund.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18466425
  
  I am rejecting this response because: Dental Care of Pearlridge has my contact information from my phone number, email, and home address. I did receive notifications of coming appointments on email and text messages.  And finally, I don't trust or believe them about their billing. The billing notice I received was confusing, with no explanation. I am demanding a full refund and assurances that I will not be billed for past visits to their office. 
  
  Sincerely,
  
  *****************************