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:03/15/2025

  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.

  At the end of my 2/4/25 visit, I was told to pay $675 for my retainers post my Invisalign treatment. I inquired if it would be billed to the insurance which I was told it would yet I was told that I would still have to pay. (I would have thought to proceed with the claim then present the bill). I have been inquiring on multiple occasions of the status for weeks. My insurance carrier expressed that the payment was directed to and cashed by the providers office weeks ago. Yet, on 2/21, ****** said it was received on 2/17 (yet, it was issued to them on 2/6) & when the check clears that the refund would be issued. (Odd to await clearance when its already in the offices possession.). A phone call with ****** regarding an Assignment of benefits with her false claim again that she would proceed with the refund now seeing as though I have not nor will not receive the payment for the retainers from the insurance directly. ****** told me to provide my payment information for the refund which I did, which I didnt care to do so in the manner requested. The same week of my recent visit, I requested to speak to ****** yet they claimed that she wasnt available. It took weeks to get a portion of money back this week on my after an initial complaint was filed. The office still owes me the difference. The insurance carrier reached out to ****** two days ago regarding the coverage and charges and need for the remainder of my refund. The insurance carrier member services *** informed me that ****** claimed she would contact me by the end of today to explain the charges (the *** provided the answers already), which she had no real intention of doing as she never reached out by phone or email. She also declined doing a conference call but rather disconnected the call. (Yet, shes a manager). Theres no justifiable reason as to why theres a delay still, lack of communication, and ****** holding my refund hostage ($260 remains of $572 owed to me).

  Business Response

  Date: 04/16/2025

  Patient initiated ortho treatment, Invisalign specifically, with our
  office on 8/9/23. Patient was quoted $4,495 for the treatment itself and
  an additional $675 for retainers. We gave patient a discount of $500 for
  the treatment, which brought her fee down to $3,995 and $675 for
  retainers. Patient was required to pay $3,995 in full to start
  Invisalign and the office would process claims and paper work on her
  behalf and she would be directly reimbursed by *****, her insurance. The
  first couple of payments came to our office instead of the patient,
  after claim correction all reimbursements went to the patient. Office
  remitted all insurance payments back to the patient, promptly. On 2/4/25
  patient completed Invisalign treatment and was ready for retainers. The
  office collected payment of $675 from patient for a 4 pack of retainers.
  The patient was informed that the office would submit a claim for her to
  be reimbursed by insurance. Patient was made aware that the *** code the
  office used was the best and highest paying code we could use for
  retention reimbursement. ***** paid the office $312 on 2/17/25, which
  cleared on 2/21/25 and the contracted rate for that code was less,
  however the patient is aware that we would not abide by a contracted
  rate because the appliance she received was a 4 pack vs. one retainer
  and the appliance was not pertaining to the actual *** code we
  submitted. Patient requested refund and it was delayed until 3/10/25
  because she had indicated that she would contact Aetna to reimburse her
  directly. We told patient that we could not refund her if Aetna was
  going to remit payment to her and then ask the office for a refund of
  $312 directly back to *****. On 3/10/25 we confirmed that Aetna was not
  sending patient a check and would not be requesting a refund directly
  from office. Refund was successfully processed from *** to patient on
  3/10/25 in the amount of $312. Since then, the patient has put in a
  complaint with ***** stating that the retainers were already paid as
  part of her treatment fee of $3,995 and she should not have paid $675.
  That is not correct. I have attached documents for review. Please let me
  know if you need anything else.
  
  Thank you,
  
  Ashley 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23069805
  
  I am rejecting this response because: ****** was the primary contact source throughout this experience.  Not only was a complete and clear explanation provided regarding the quantity and cost of the retainer(s) but there was evident delays.  There was never  prompt response from ****** regarding my refunds.  Even the insurance carrier tried to initiate a conference call in which she declined.  The other complaints by consumers reflected the inaccuracy and inflated costs.  I had to advocate for myself in trying to get resolution.  I said the insurance had not sent any payments to me concerning my post-Invisalign treatment.  I expressed to ****** verbally and in writing what the insurance indicated as the breakdown and coverage and cost including my patient responsibility.  Theres a definitely gap in what I paid (after weeks of waiting for $312) of $675 compared with what ***** said that Im expected to pay.  This has been going on since February 4th.  
  

  Sincerely,
  
  ******* *.

  Business Response

  Date: 04/29/2025

  In order to resolve this matter, I will submit a corrective claim to the insurance company with a different code, indicating the actual appliance that *** ordered for the patient and the quantity to determine what benefit is allowed for the patient.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23069805
  
  I was told to pay up front for the entire $675 amount.  I would think processing the claim first and then being informed of the insurance coverage and then patient responsibility (if any) would have been justified.  So now that time has elapsed, communicating whether there was a difference or not with what codes could or should be applied to the service would have the proper course.  But as the customer, who was directed to ****** to handle the billing matters, I was kept out of the loop.  There were repeated attempts made to resolve matters before I even pursued further assistance with an investigation.  Even reviews on BBB mention how others have been impacted and treated similarly.  Honestly, I question how it was done previously and a new change in course when I had Aetnas feedback regarding my coverage and benefits versus Ashleys opinion.  What doesnt need to (nor deserve to) happen is for it to suddenly not be covered and then whatever is done becomes entirely my responsibility. 
  
  Sincerely,
  
  ******* *.

   

  P.S. I truly hope the documents that were uploaded on the Ashleys part with this case are not going to be posted publicly. 

• Initial Complaint

  Date:07/17/2024

  Type:Product 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.

  I had to cancel a Dental appointment on 1/29/2024 so I called the office and left a voicemail on 1/27/2024. They apparently did not get the call and charge me a $50 no show fee. My wife on her subsequent cleaning day paid the no show fee thinking it was a co-pay on 4/11/24. I have since been trying to contact the business several times with no response. At a later date 5/15/24 I was able to reach someone at the business and they stated I needed to send proof and send an email to them to review. For about a month I kept reaching out to the business with no response. It was not until early July where I reach out again and the office stated that the charge will remain because I called on a Saturday. The office is not open on weekends, which is not what the website states. The business stated that it needed to be on their previous business day (Friday), which is outside of their 24 hour rule. ORA Dental Studio - ********************************************** ******************************************** Office: ************ ************************************

• Initial Complaint

  Date:05/21/2024

  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.

  I had treatment for a crown on 3/14 and I paid in full at the time of treatment. I have two dental insurance coverages, and my primary paid leaving me with $300 overpayment and due a refund. ****** said she would also submit to my secondary but this was never sent. I have called the office and in person 7 times and emailed 3 times, all to no avail. I was told my refund would come within 7-10 business days at every encounter, the last call being May 13. I was told again that they just submitted the request and that I would receive by May 21. I still dont have my refund and they keep lying to me every time I call. Im trying to be nice, but Im due $300 and they admit to that fact, but refuse to give it to me. I love Dr. ****** but the office staff leaves you waiting in the waiting room without telling the assistant you have arrived, dont answer the phones, and keep saying the refund is coming when its not.

  Customer Answer

  Date: 05/24/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/17/2023

  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.

  June 5, 2023 I inadvertently saw information on my account that they owed me approximately $1200 but was told the "dentistry side" (not the oral surgeon who I saw that day) was responsible. The money was owed to me from a claim in Nov 2020 that took them OVER 2 years to process with my dental insurance that was finally filed with MetLife in March 2023, and quickly paid out following that which was supposed to be returned to me. They failed to notify me the check was received in March 2023. In June 2023 I asked for that money to be returned to me and they said it had to be returned to Care Credit (this was incorrect) and they would process it which would take 45 days. I called in Sept to ask where the process was at, and they said it was never submitted. I investigated further to realize they thought the line of credit I opened with care credit was related to this money, but rather they are independent and they are just withholding the money that I am owed. When I call they don't answer, and don't return my calls for weeks at a time. I later found out that the account now only reflects approximately $700 so money has also been deducted without my consent or knowledge and no one will tell me how or why.

  Business Response

  Date: 11/01/2023

  Hi, attached is a copy of patient's account record. It shows that patient initiated Invisalign with *** on 11/5/20, the case fee was $3,695 and made a partial payment that day and paid the remaining balance on 12/16/20. Patient provided *** updated insurance information on 1/13/22 and we submitted a claim for reimbursement that same ************** paid $1,000 on 2/14/22 and $256 on 2/24/22. Patient was notified via mail by Metlife that payments were being paid to ***, per explanation of benefits. *** also sent payment statements to patient reflecting credit. Patient still has a credit of $1,256.00. It has not been reduced or modified. If patient calls and confirms her Care Credit card information I will process a full refund immediately. Thank you.

• Initial Complaint

  Date:02/09/2023

  Type:Billing 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.

  Ora Dental Studios is price gouging stating that I had an evaluation with the dentist when I had a conversation off the record in reference to a formal complaint against management (******) which nothing was done or resolved. ****** was very uncompassionated, rude and very offensive to my needs on how my appointment was schedule as well as I felt threatened to be charged extra if I cancelled or reschedule. On top of that I went in for my visit as well as I express my concerns to the doctor and not only were they not address but I was charge for an oral evaluation with the doctor instead of just a routine cleaning exam. I would like to be compensated for the extra charge and for the BBB to investigate their financial practices. .