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Business Profile

Dentist

Refresh Dental Whitehall

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/13/2025

    Type:Product Issues
    Status:
    Answered
    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.
    This isnt really a complaint for my local dentist but moreso the main office. Im not even sure what more to do at this point. Ive been owed a credit for an overpayment and have been asking to be refunded since March with no success. The most Ive been told by my local office is that theyve sent a ticket to the main office and thatll take 30 days. This was told to me at least 4-5 times and nothing since. Now my emails arent being answered and my patience is starting to fade, as Ive been more than patient enough. I have a procedure coming up soon as this refund is to help pay for it but theres no urgency from the main office at all to refund me what I am owed.

    Business Response

    Date: 08/15/2025

    The patient's refund has been submitted. The office had to wait until all of the patient's open insurance claims were processed and closed before the refund could be requested. The Regional Director contacted the patient on 8/13/25 to update him on the status of his refund.

    The previous Office Manager is no longer with the company, which unfortunately has caused a few issues with patient communication. The management team, provider, and office team members extend their sincere apology for any inconvenience the delay has caused. 

    Customer Answer

    Date: 08/15/2025


    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,

    **** ********

    Customer Answer

    Date: 08/29/2025

    I was informed that my credit would be received in days, since 8/13, per the date of the voicemail I received and its been 2 weeks and still havent received it. Ive already had to reschedule my appointment for my procedure twice because of the misinformation. At this point, I dont think anything was sent because I shouldve received it by now. I am beyond frustrated with these people (not my local practice) just the corporate office. Definitely needs a lot of improvement. Please just send me the money that I am owed and provide tracking/certified. I dont believe anything that I am told at this point.

    Business Response

    Date: 09/03/2025

    The refund process can take up to six weeks from the time the refund request is submitted until the patient receives the check in the mail. I have confirmed with our accounts payable department that check # 299130 for $1,600.80 was cut and mailed on 8/29/2025.

    Customer Answer

    Date: 09/03/2025

    Then mention this to me beforehand! I was initially told I would have to wait up to 7 days. Not up to 6 weeks. You guys are pretty awful at communication to be honest, even various reviews stating the same. Secondly, at my office I was told I have a credit balance of $3000 plus (cant remember the exact amount) but no youre telling me only $1600. Im not sure what claims *** had recently for y'all to only issue me only half of what I was told. It seems a little sketchy. Plus I have no trust in you guys whatsoever so Im not surprised if yall are playing with numbers. But nonetheless I hope youre being truthful that the check was sent on the 29th. I work at the post office that delivers my mail so Ill keep a lookout nonetheless. 

    Regards,

    **** ********

  • Initial Complaint

    Date:03/12/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    They have continued to send us bills for a service that we have already paid for in full. After speaking with our insurance company and reviewing the ***, we should not owe anything, as we paid all fees for service upfront in October. However, since then they have continued to send us bills for over $3000, and do not pick up the phone when we call. We have called upwards of 50 times and left voicemails as well to no avail.

    Business Response

    Date: 03/20/2025

    A full audit has been done on the family account. There were several adjustments that needed to be made. Per the patient's EOBs that we received from insurance, services for DOS 10/3/2024 were applied to the patient's deductible. The patient has a balance of $304 from that visit. For the patient's treatment on 10/17/2024, the patient's EOB showed the patient owed more out of pocket than what the office estimated on the treatment plan that was presented. The patient has a balance of $201.70 for that day.

    When the patient's crown was delivered, the insurance plan was no longer active, so insurance paid nothing towards the crown. Because of this, the office has the right to charge the full office fee for the crown, which is $1667. However, the office has adjusted off the remaining balance for the crown, which was $1196.50, as a courtesy to the patient.

    After all of the adjustments, the patient's balance is $541.70.

    Customer Answer

    Date: 03/23/2025



    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. Please mail us a copy of the bill to receive payment.   

    Regards,

    ******* ******

  • Initial Complaint

    Date:09/18/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 dental work done on 5/21/24. Refresh dental charged me $367. I received my explanation of benefits and I should have been charged ******. Refresh dental acknowledged the credit on my account but refused to refund me. I submitted a formal complaint to their corporate office. No response. I would like my refund of $166.If BBB does not resolve my issue I will send this complaint to the PA attorney geneneral.

Refresh Dental Whitehall is NOT a BBB Accredited Business.

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