Complaints

This profile includes complaints for DENT Neurologic Institute's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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DENT Neurologic Institute has 5 locations, listed below.

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  DENT Neurologic Institute

  3980 Sheridan Drive, Suite 502 Amherst, NY 14226

• 

  DENT Neurologic Institute

  200 Sterling Dr Orchard Park, NY 14127-1577

• 

  DENT Neurologic Institute

  35 Batavia City Center Batavia, NY 14020

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  DENT Neurologic Institute

  7060 Erie Road, Suite 500 Derby, NY 14047

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  DENT Neurologic Institute

  3980 Sheridan Dr Compliance Department Amherst, NY 14226-1727

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: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.

  I have been trying to reach out to Dent institute for dmv forms they were to fax over to nys dmv after my app't on Sept ****** to date they have not sent the forms I have call** twice on 9-24-2025 and us** there portal to e:mail them, also call** and left message's and e:mail** again today 9-25-2025 there is no way to talk to anybody live. I don't know what else to try if you have any suggestion's i would like your input Dent insitute ********************************************** my ph # ** ************ Thank you for taking the time to look into this for me ** *********

  Business Response

  Date: 10/07/2025

  Complainant sent a portal message on 09/26/2025  regarding status of DMV forms being faxed to the **** Dent team member faxed the completed form to *** DMV on 09/26/2025 and sent a portal response communication back to complainant on 09/29/25 stating "Thank you so much for your patience. Your completed forms were faxed to the *** DMV as requested and a copy has been posted to your portal. If you have any other questions please feel free to message back anytime. Thank you and have a great day!"

  On 09/29/2025 the patient left a voice msg for the Dent Medical Records Dept  asking if his records had been faxed  over to the **** stating it's been 3 wks now, and requesting a phone call.

  The Dent Medical Records Team member sent the patient a text message stating "Hello ******, this is the DENT Neurologic Institute. We have faxed your records to the recipient mentioned in the voice message you left with our medical records ********************** on Friday, 9/26/25. Please allow up to 24 hours for the fax to be received. Thank you and have a great day!"

  After receiving complainant's formal complaint filed with BBB, I left a voice message on 10/6/25  for the complainant to please return my call. The complainant has not returned my call at this point in time. Upon my review I did review inbound and outbound phone logs and the complainant left  voice msg on 09/24 and 09/24. On behalf of **** I want to apologize for any delay. The *********** is not open on Saturdays and Sundays and the patient did not receive a status update until Monday 09/29/25 via portal msg to his DENT portal account. 

   

• Initial Complaint

  Date:08/29/2025

  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.

  Fri 8/15, I sent msg in portal that I had headaches & needed meds. My msg I had an appt next Fri. I spoke with some1 on the phone and said the same thing. The meds didn't help. When I went to my appt they told me I had the wrong date. I was confused & frustrated since no 1 told me this. I explained to 3 diff secretaries that I had an appt today. No one told me anything diff when I mentioned it. The secretary *** helped me said I had talked to someone new. Its not my fault they didn't tell me when my appt was. I explained to them I needed to talk to some1 about my headaches and probably need an infusion. W/o talking to any1 about my symptoms I was giving a script for a less effective infusion that didn't help. I asked to speak with my provider quickly. I was finally able to speak with her. Thinking I would quickly talk about my symptoms & best action for me. When ****** ***** came in I tried to thank her. She put her finger in my face to stop me and rudely said no. She ridiculed me sayin I can't treat this like an immediate care and just show up. She didn't allow me to say anything and clearly didn't know I thought I had an appt. She also ridiculed me about an appt I missed in June. She basically yelled at me for 2 things that I didn't do then walked out. After I asked the secretary if I missed an appt in June. She said I rescheduled an appt for a sooner one for July. I told her how she treated me and asked that she tell someone what happened. I was crying at the time. She scheduled an appt with the doctor *** ****** works below for a week later. I received the **** sent in the picture the day b4 after their business hours. I left a voicemail with there compliance person then received the text msg I provided at 5am the next morning. I believe they discharged me instead of dealing with the staff issue or ****** lied to them about what happened. I was never given an explanation nor given a chance to tell them what happened as they clearly ignored the msg I sent.

  Business Response

  Date: 10/30/2025

  Please be advised that Dent Neurologic Institute (DNI) is in receipt of the enclosed quality of care complaint from the above-noted customer. DNI is aware that this is an opportunity to address any concerns of the customer as well as provide BBB with further detail regarding the concerns voiced by customer. DENT RESPONSE: The customer did indeed send a portal communication to DENT on 08/15/2025 that was addressed promptly by a Triage RN on 08/15/2025. The DENT Provider ordered a medication for the patient on 08/15/2025 and it was sent electronically to the patient's pharmacy on 08/15/2025. On 08/22/2025, the patient showed up at the clinic unannounced and making a scene. The patient was clearly upset and yelling at staff members. The patient was demanding an infusion appointment and kept stating she had a scheduled appointment with said Dent Provider as well. The patient did not have an appointment. The patient did have an appointment scheduled for 08/27/2025 but she cancelled if for some reason. The patient was unable to be accommodated for an appointment that day since there were no openings. The patient would not leave, after numerous attempts were made to reach out to the Provider to see if an Infusion could be ordered, which the Provider did agree to do. The patient was actually accommodated for an Infusion appointment that day. The Provider then agreed to meet with the patient in private, not as an official appointment, but to advise the patient that she cannot show up with no appointment, demanding to be seen, crying and yelling at staff and giving orders as to what she expects the provider to order. The patient completed her infusion appointment. The Dent Provider discussed with her Collaborating MD further. Due to the patient's inappropriate behavior and treatment of the staff members it was decided that it was best to part ways with the patient. A discharge letter was mailed to the patient shortly after this inappropriate encounter. The Discharge Letter provided further recommendations and a blank medical record release form.

• Initial Complaint

  Date:11/09/2023

  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.

  I had an appointment today (Williamsville 11/9/23) Dent Nurological Institute. I've nevered went to that location, didn't know the location even existed!
  
  I was running a little late because ****** routed to the **** ******* ***** on Sheridan Dr. I called DNI and was told that it m was located out in Williamsville near ECC. I actually made it in the certain time that's given after your official time.
  
  I go inside the building and I ask one of the representatives where is DNI? She told me to walk down the hallway, go through the double doors and DNI would be the first door on the right. So I walk down the hallway, go through the doors and I try yo open the door, but its locked and since no sign was on the door that would say "Dent Neurological Institute" I was thinking that the woman gave me the wrong information. So I start walking around the corner to see if I had the wrong information and that DNI was actually in a another location. Nope!! Mind you, to this point. I'll say a span on 10 minutes. So I start walking back to the front to ask for help one more time and I also said I would call DNai and let them know that the door is locked, so I can't come in for my appointment. But as im walking, a woman comes out another door and I asked her "where is Dent? She said it was next door! I said the door is locked! So she goes back in the door. So I start knocking on the door for another 10 minutes. So this man comes out. I'm not sure if he's a nurse, but he didn't apologize after I explained to him what happened. He just walked off!
  
  So I go to the representative. I tell her what happened and do you think she would help? Nope! She told me that I have to reschedule. I asked her when as the door was locked. Then she said that the door is usually unlocked! I said really (sarcastic) th3n she said I was late and would have to reschedule. It wasn't my fault that I was late. I was DanI fault, I couldn't get in because the door was locked and it should’ve been unlocked.
  
  (

  Business Response

  Date: 11/30/2023

  Received a call from the business and this was relayed: We have reached out to the consumer and this has been resolved.