Complaints

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

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  Hylan Dental Care

  Cleveland, OH 44111-3520

• 

  Hylan Dental Care

  22245 Lorain Rd Cleveland, OH 44126-3315

• 

  Hylan Dental Care

  7770 Brecksville Rd Cleveland, OH 44141-1000

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:05/31/2025

  Type:Billing 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.

  Hylan dental did cleanings to be billed to my insurance. Never informed me they were supposed periodontal cleanings not covered by my insurance. Almost one year later received bill for close to $500

  Business Response

  Date: 06/02/2025

  We are sorry that you are receiving a bill later than we have liked also  However, you did have periodontal maintence cleaning so that is something that you would need to pay for.

   

   

  Business Response

  Date: 06/03/2025

  Ok so you are going to pay $200? 

  Customer Answer

  Date: 06/03/2025

  [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 provided by the business regarding complaint ID 23401936, and I find the resolution is satisfactory. 
  
  I will pay reduced bill to amount of $200 to zero out balance owed to Hylan Dental and close out my account.

  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  

  
  

• Initial Complaint

  Date:02/21/2025

  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.

  On 11/25/25 I visited as a new patient. I was told that I needed a deep cleaning immediately, as there was gum damage and I was in danger of losing my teeth. They checked my insurance and said "good news, your insurance will cover the cleaning, but you will need to pay for the special medicine." I was told that I was responsible for $763, which I had to pay for right then. A month and a half later I received a bill, showing that my insurance only covered 50% of the cleaning and I owed more money. I called my dental insurance and they confirmed this was only covered at 50%, and that the office would know this if they did look up my insurance. They never said "this is covered at 50%" they said "this is covered." I was lied to about what I was responsible for, and now no one there will call me back to discuss the bill. I have sent an email and left multiple messages. When I do get someone on the phone, I am told someone in billing will have to call me back, but they never do. Their Yelp page is full of reviews from people who were told they needed emergency work, only to get large bills in the mail. They were deceptive in what i needed and what I was responsible for, and now they won't discuss it. I should not be responsible for the amount due and I want Hylan to cover it.

• Initial Complaint

  Date:11/24/2024

  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.

  August 7, 2024
  Currently I’ve paid $203.23 for the payment plan I am disputing.
  I had some dental work done (tooth extraction, bone graft, partial denture) and I was double charged which resulted in having two payment plans when I should only have one. I have reached out to the business in person and the woman I am directed to speak with, Lauren, is never there nor returns my phone calls. I’ve called numerous times and will not receive a call back. I’ve spoken to Lauren via telephone the few times I was able to get a hold of her and she never is around a computer to resolve the issue nor calls me back when she says she is returning to the office to review my plan. As I stated I was initially charged $1054.74 for the payment plan and upon returning for my partial I stated I did not want it anymore, but she said it was already made and therefore I went forward. She stated she would take off $400 and adjust the payment plan. She adjusted the initial payment plan (which should be taken off completely and I should be only left with the second payment plan). The only payment plan I should have is for the total of $629.90.

  Business Response

  Date: 11/25/2024

  We refunded *********** money that she paid and she didn’t understand the services she had. I’ve offered to email her ledgers accounting history, and she only just calls and yells with her boyfriend in the background screaming if she would like to see a ledger of everything she had done I would be happy to sit down and go over it with her, but it is hard to get anything accomplished on the phone when her boyfriend is screaming at her in the background.

  Business Response

  Date: 11/26/2024

  I have talked to her many times.  It is an impossibility to make it into one payment plan.  The company will not allow for that.  I always respond to her.  She just does not like the response  

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ********* ****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:09/27/2024

  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.

  My insurance was billed and I received a bill for services that weren't completed and after being sent from room to room I had finally had enough of the poor customer service and the lack of concern of staff that waited me.. I had informed the office manager of what had happened and told them it would be a disservice to bill me for the inconvenience and then incomplete service by the office staff.

• Initial Complaint

  Date:05/03/2023

  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 dropped my dentures/teeth off at Hylan Dental on 4/25/2023 because I chipped a tooth. I have been a client for years. Hylan dental made my dentures a few years ago and I paid a lot of money. I was informed that the repair takes about 1-2 days and they promised to call me when my teeth have returned from the LAB. It has been 9 days and I have reached out to them and they keep giving me the run around about my status from the LAB. I believe they have lost my dentures and refuse to give me any information.

  Customer Answer

  Date: 05/04/2023

  
  
  
  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. 

  Consumer gave verbal acceptance to BBB employee (**):

  This complaint has been resolved.
  
  
  
  Regards,
  
  
  
  **** **** *****
  
  
  
  

  
  

• Initial Complaint

  Date:03/15/2023

  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.

  On June 7, 2022, I went to the H**** Dental located on West 117th Street Cleveland, Ohio to get fitted for a partial. The partial denture was the replacement for two missing teeth. I was told by the staff (Xavier and Lauren-owner's daughter) that I did not need the partial that goes across my palate. So, I decided to go with the less expensive and the least invasive option. I was heading home on I-90, and I received a phone call from the owner (Susan). She explained to me that I would be better off with the more expensive and more invasive option. She stated that it would last me the rest of my life. She also stated that she would purchase it back/refund it if I did not like it. So, I went ahead and agreed to the more expensive option. I trusted her knowledge/expertise. On or about 06/21/22, I picked up my new partial and immediately I did not like it. However, I decided to give it a try. I wore the partial every day for 8-10 hours a day for 6 months. It just did not work for me. I reached out to Susan via email, because I was unhappy with the partial and they reported me to a collection agency for the unpaid balance ($286). Susan scheduled an appointment for me on 03/01/23. At the appointment Susan suggested that I get a cleaning. I was told that I needed a deep cleaning, and the out-of-pocket amount was $500.00. I probably do need a cleaning, however that was not the reason for the appointment. I went there to discuss replacing my partial. The dentist (Patel) stated that my only other options were implants or a bridge. No one wanted to discuss the less expensive partial or refunding my money. I reached out to Susan H**** on 03/01/23. She has yet to respond. I live within 5 minutes of at least 10 dentists. l ride for 20 minutes to go to Hylan Dental, because at some point they were good to me. After this last visit, I feel like they were doing their first of the month/first of the year money grab (filing insurance claims).

  Business Response

  Date: 03/23/2023

  Hello,

   

  We gave miss ******* a beautiful partial.  She was happy at the time.  She came into the office and did not want to hear that she needed dental work.  After she was told that she needed crowns she said she was overwhelmed and did not like the partial.  We have always prided ourselves on quality work which is exactly what we gave to Miss *******.

  
  Please let me know what you would like to do to move forward. 

  Customer Answer

  Date: 03/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  Good morning,  I am so disappointed by the response that I received from the business.  They are not telling the truth.  I did not become upset because of the recommended dental work.  I knew when I came in that I needed dental work.  I have had a few examines at Hylan Dental.  So I am very well aware of what dental work needs to be done.  We did not address the reason for the visit.  But everyone in the office knew that I was not happy with the partial.  I also stated that I needed a filing/crown on another tooth.  It wasn't address either.  They wanted to give me a deep cleaning and charge me $500.00 for the cleaning.  

  I have included a copy of the emails between me and Susan.  I will also pull my phone records for the day (June 2022) that she called me.  
  I am truly disappoint with Hylan Dental, but I am not surprised.  It is all about the money.
  
  
  
  Regards,
  
  
  
  ***** *******