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:09/25/2025

  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.

  On 8/18/2025 I went to Spring Lake Dental Group to receive a routine cleaning and exam. I am new to the area and went to establish myself as a patient. I checked on my insurance before I left and I didn't see them in-network, however- I knew they were when I made the appointment. I brought insurance cards with me to office and asked if they were still in-network specifically and I was assured by the front desk staff that they were. I was then taken back for my cleaning, I asked the dental hygienist to not take any unnecessary x-rays and not to take any that are not covered by insurance as I don't have any concerns about my teeth I just need a cleaning and exam. Multiple x-rays, bitewings, and panoramic x-rays were all taken. Before each one I asked and I was assured that everything would be at least partially covered. Which is fine, as long long as I was not solely responsible for the cost. I goy my cleaning and exam, where the dentist looked at my teeth for maybe ***** seconds and then informed me that she recommended getting $528 dollars of sealant (something that has never been told to me before) and insurance wouldn't cover it after the hygienist totaled the numbers. I wasn't asked to confirm or decline I was told this service would be completed at my next visit and I can pay outside or they can split up the sealants over multiple visits - even though I never consented to the intervention. After confusion I was charged 178$, I thought this was excessive but with the amount if x-rays fine. I was told my payment was complete. Please see document titled "Description continued" for the rest of my problem description.

  Business Response

  Date: 09/26/2025

  On 8/18/25 this patient was seen for an initial adult assessment. Meaning, she was a new patient who needed a comprehensive oral evaluation (D0150), bitewing xrays (D0274), panoramic xray (D0330) and if time permitted, and she was recommended a regular adult prophylaxis (cleaning,D1110) she would receive that as well. The patient had not provided previous xrays, so the necessary xrays were taken to properly diagnose and treatment plan any recommended treatment. The codes are included to show a portion of the patients concern about things being billed twice. The D0150 and D1110 happen to have the same fee of $116. This is why it is seen twice. It is understandable how this can cause confusion if patients are not 100% familiar with how the billing process works for dental procedures. This was all explained during the phone call on 9/24/2025. The patient called with a few questions regarding her bill she received after insurance was filed. The insurance did not pay what was estimated for the exam (D0150) and the panoramic xray (D0330) leaving a balance of $186. The patient mentions that panoramic xrays are not covered by her policy. Her policy does cover panoramic xrays once every 3 years. Hers was not covered due to frequency.  The resolution of the phone call was that the patient was going to work on getting her previous xrays emailed to the finance manager. The finance manager would then adjust $130 off that balance for the panoramic xray fee. The patient agreed and said she would work on getting that done. A few hours later, a payment was made online for the full amount. We then received the notice from the BBB.
  The phone call on 9/24/25 is recorded and if there is a way to submit this recording we can. During this phone call the patient did not mention any other concerns regarding her treatment plan for sealants or concerns about pushy and fraudulent business practices. Nor was there ever any threat to pay to avoid penalty, or any threats to her credit.
  The patient did receive a treatment plan for sealants the day of her visit. Sealants are recommended for preventative measures and are completely optional for the patient. The treatment plan was shown to the patient for her to be aware of the cost if she opted to schedule for them. By no means was this treatment ever going to be forced onto the patient or completed without her consent. All our treatment plans have a statement that says I understand the treatment recommended by the Dentist. Signing this does not obligate me to have the above services performed. This treatment plan is only valid for 90 days.
  We are still able to adjust the fee for the panoramic xray upon receipt of previous xrays, no matter when they were taken. The patient would then receive a refund for the credit. Here at Spring Lake Dental Group,it is always our mission to treat every patient like a family member. I hope this helps everyone have a full understanding of the situation and we can come to a resolution.
  Thank you,
  ***** Read
  Finance Manager