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:08/17/2024

  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.

  I paid in full for my braces and still received a bill, I've asked for this company to adjust the account. I still received bills in the amount of $162.13. I do not owe this company any money.

• Initial Complaint

  Date:04/16/2024

  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.

  I have, most recently, received a billing statement on March 11th of 2024 for the amount of 540 USD. The statement indicates that my account is past 90 days overdue. I have been attempting to resolve this dispute since April of 2023 and believe this is regarding services provided over the summer of 2022.
  
  In an attempt to find a solution, I had my insurance provider contact DentalWorks directly and state that my claims were accepted and I did not owe the requested amount. At that time, DentalWorks verbally acknowledged that it was an issue on their end, as they were in the midst of migrating data from one billing system to another. As a result, DentalWorks states they mistakenly thought the claims were not accepted (though they later discovered they did receive confirmation from my insurance).
  
  My concern: I am being told that this could go to collections, despite many (MANY) attempts to have this cleared up. I have taken hours of my personal time to have this corrected and I am still no closer today than I was 12 months ago.
  
  I would appreciate it if you could use your influence and have this expedited. Thank you for your time! I apologize for the general lack of information, but I am not aware of the specific insurance claim numbers at this point and DentalWorks has not shared an itemized list of services/claims in their billing statement.
  
  *****

• Initial Complaint

  Date:02/13/2024

  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.

  Received bill for $170. I have health and separate dental insurance. Typically I do not have a copay for dental exams. I have called at least 7 times to speak to someone about the bill and no one returns my calls. Left contact information with the answering service.

• Initial Complaint

  Date:02/10/2024

  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.

  Had visits for myself, wife and two children in October 2023. Paid our copays as per our insurance at the time of service but received a bill a few weeks ago in late January 2024. After checking insurance claims it doesn't seem anything is due and it seems they submitted the claim with an incorrect code and was subsequently denied due to my child being older than the codes max age. I have been into the office, called twice and called the scheduling call center once and still they don't have anyone who works in the office who can tell me what the issue is. The bill didn't even have their name on it and looked like a scam when first received. The office person said they don't have an office manager who can send any statements because she quit a few weeks back. I have tried and tried and there hasn't been any contact from them and no help getting this corrected.

• Initial Complaint

  Date:01/31/2024

  Type:Product 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.

  On January 3, 2024, I paid "Dental Works" $361.00 for a crown placement. The bill was for $316.19. On that day there was mass confusion in the reception area and I never looked at my bill until the end of the day. The next day I called Dental Works asking them to put the incorrect amount back into my bank account. I was told the temp had credited the amount to my dental account. I asked the person I was speaking with to place the amount due back into my bank account. They said they would and hung up. I waited a couple of days and called Dental Works back because I had not received my X-rays. Nor my $45. I have called and spoken to different staff, the hygienist, and a receptionist. No one would give me an acceptable response. By the third week. The office would hang up on me or switch my call to another extension. I stopped calling and decided to seek a different approach.

  Business Response

  Date: 02/08/2024

  refund was submitted for process. 

  Customer Answer

  Date: 02/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  

• Initial Complaint

  Date:12/28/2023

  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.

  I had an appointment on 11/23/2023 and had a discussion with the orthodontist. The following week I left a message for the orthodontist because I needed to request a replacement retainer. The office staff stated she would email the orthodontist's office manager and have her call me. I never received a call back so I emailed the office manager. I still did not receive a call back. On the Orthodonist next office date, 12/13, I called first thing in the morning. They said I had to leave a message which I did. Near the end of the business day I called again. I was placed on hold for 10 minutes; only to be told the office manager was busy and was aware that I called and would call me back. I did not receive a call back. The same day, I sent an email to the office detailing what I needed. Still no response. On 12/21 I sent written correspondence in the mail. Still no response.
  Today, 12/27 I called and was told that everyone was busy. This is the day the orthodontist is in the office. The call agent said she'd send a message and have someone call me back. Still no call back.
  I'd like someone to call me so I can order a replacement retainer.

• Initial Complaint

  Date:08/10/2023

  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 a crown put in and it fell out 4- times within 3- months I contacted the office and the office manager was very disrespectful, ignorant and unprofessional. She then to call the police on me. If I came in the office they were supposed to refund my money I called my healthcare provider. It hasn’t been refunded refund was due last year in May I have now notified the Ohio Dental Board

• Initial Complaint

  Date:05/30/2023

  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.

  I went to Dental Works of Beachwood, OH on 2-6-23 I had xrays and an exam. I gave the offfice manager my dental insurance information upon my arrival. On that day I paid $274.00 on my mastercard. Per my insurance company my co-pay should have been $ 30.00. I returned to the office on 2-8-23 and received two filings one . I paid $250.00 in cash. Per my insurance company I should have paid $ 124.00. I called on 2/27/23 when I received a statement saying I owed $ 821.00 .I spoke to Debbie the substitute office manager at 3: 14 pm that day and she assured me she was submitting the claim as we spoke. That never happened. I continued to receive bills that are now totaling over $1019,00 a d I don't know why I have new charges since I never went back after the last visit. I was told by the office manager to ignore the letters. However, the one I received today is very nasty. They finally submitted one claim for the visit on 2-6-23 and not the visit on 2-8-23. My insurance company informed me they paid them an additional $ 30.00. I want the letters to stop and my over payment refunded to me.

  Business Response

  Date: 06/30/2023

  Angie gave verbal response to BBB Staff:

  The issue has been resolved with Ms. *****.  We did find that there were some errors in the system, I submitted tickets to our corporate office and they have made everything whole. The patient has been reached out to and they are happy.

• Initial Complaint

  Date:05/29/2023

  Type:Billing 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 10/31/22 I had 3 fillings done at Dental Works Beachwood. I paid $201.60 right there and, according to the provider, this was all I had to pay. Important to say, that, according to my insurance, I had to pay $201.00 instead of $201.60 (the 60 cent discrepancy will be useful below).
  In the following months we received 2 bills for $167.80 related to this procedure. My wife (the policyholder) contacted the office (took a long time since they do not usually answer the phone) and was verbally informed that insurance did not pay their dues (and had not paid anything starting September 2022) and we owe extra. Then my wife contacted the insurance - they confirmed that everything had been paid and we do not owe anything - different representatives on different occasions said that. They tried to contact the provider - I am not sure whether they succeeded - phone is usually not picked up at the provider's office.
  My wife keeps using the provider, and a few times, when she was in the office, she was told that they would look into this soon.
  According to the bill we just received nobody looked into this. The bill is not very informative, but, as well as I can read it, we have an "over 30 days" balance of $201.00 (see my note above about 201 vs 201.60 difference), and , on top of that additional "over 90 days" balance of $1157.40.
  According to the bill we have to pay $518.80 upon receipt.

  Business Response

  Date: 06/30/2023

  Angie gave verbal response to BBB Staff:

  The issue has been resolved with Mr. *********.  We did find that there were some errors in the system, I submitted tickets to our corporate office and they have made everything whole. The patient has been reached out to and they are happy.

• Initial Complaint

  Date:03/23/2023

  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.

  After my denture reconstruction on 5/11/2021 by DentalWorks, the office manager, Ms. Lydia told me that DentalWorks will not release my dentures to me until I paid my balance of $725.00 in full. I contacted my dental insurance company, ******* who told me that they cannot reimburse DentalWorks until they receive and approve the relevant documents for my treatment from DentalWorks. But I needed my dentures immediately.
  Lydia told me that DentalWorks would refund me when they receive from my Insurance company.
  Consequently, I paid the balance of $725 out of my pocket and Lydia assured me that I will be reimbursed the full amount when DentalWorks receive from ********
  On August 27, 2021 ******* paid DentalWorks the sum of $741.65. However, DentalWorks chose to refund me only $289.65 instead of my full $725 after almost three months delay.
  I have written to DentalWorks demanding my out of pocket/ overpayment balance of $435.35 since last year, but they have not responded. The additional dental treatment that I received last year were fully covered and paid by my insurance.