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Business Profile

Dentist

Stonehaven Dental, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

This profile includes complaints for Stonehaven Dental, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Stonehaven Dental, LLC has 9 locations, listed below.

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    Customer Complaints Summary

    • 8 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:04/18/2025

      Type:Customer Service 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.
      I went to my scheduled dentist appointment. I have been going to this location for a couple of years. This time the hygienist came in and told me I only get 1 visit a yr. I called my insurance then and confirmed I get 2 exams per 12 months. The hygienist then said ok you can have cleaning but not see the dentist, i stated that was silly and pointless. She then said ok you can see the dentist but you won’t get all of your x-rays? She was getting very angry, at that point I did not feel safe and left. I called the manager and she said that she had called my insurance and I was wrong and to expect to pay a balance everytime I am at the dentist, she said you only get 1 visit and the person I talked to was wrong. She said we are doing you a courtesy, as they have had to write off 1 visit per yr before and legally they can no longer write things off? I called my insurance again they again confirmed my benefits of 2 exams per yr and said that Stonehaven filed payment for 2 exams last yr and the were both paid by my insurance, they did not write anything off ever. This dentist office is flat out lying to and gaslighting patients about their own insurance and stealing money from patients as they would have done with me. They are predators.

      Business Response

      Date: 04/30/2025

      ****** has been a patient for just over a year. 

      Upon arriving for her scheduled preventative visit, ****** was given the following information regarding her insurance coverage.

      Exam frequency - 2 every 12 months

      BW frequency- 1 every 12 months

      Prophy frequency- 2 times per 12 months. 

      Fluoride age limitation 14. 

      All insurance information provided to ****** was an estimate based on breakdown received by her insurance company and is notated in her patient file.

      We offered to see ****** without taking bitewing x-rays being that the ADA states that radiography one time per year falls withing appropriate regulations, but ****** refused. She became angry and argumentative before voluntarily leaving the building without receiving her scheduled services. Prior to exiting the building ****** stated the following "I don't even want to see you anyways and I'm not coming back here" 

      Previous appointment notes indicate that ****** is frequently dissatisfied with communication and/or services rendered in our practice, particularly anytime she owes a patient portion based on her specific insurance plan. 

      If she would like to seek dental care elsewhere, we would be more than happy to offer recommendations and transfer her records. 

      Customer Answer

      Date: 05/01/2025



      Complaint: ********



      I am rejecting this response because:

      It is completely untrue. I am making the complaint because the said I only receive 1 exam a yr, and to expect to pay between $30-50 each visit. Stonehaven claims that they have had to write off 1 visit per yr and that was the only reason I was able to be seen 2 times in 12 months. When speaking with my insurance they have documentation to prove that everytime Stonehaven made a claim it was paid in full. They have never written off anything on my behalf. I disagree that I became angry in the office, yes I refused to be seen at that time because I knew I shouldn’t owe them anything after my regular exams so yes I left, I argued with the billing manager because it is not ok to gaslight your patients into paying for services that have been paid by my insurance. It has been proven to be a lie, because I have already been seen by a different dentist that had zero issues with my insurance and I do not “owe” anything extra. The claims that the manager is making is definitely not what she was saying on the phone, she told me that I would have to pay at every visit because I am only eligible for 1 exam per 12 months and something about certain X-rays not being covered, so I should expect to pay at every visit. Billing manager is lying and I doubt I am the only person that they have gotten double payments for services, as a nurse I will advocate for myself and all patients. This is insurance fraud and I will do everything to make sure they don’t do this to someone else. 

      Sincerely,



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

    • Initial Complaint

      Date:02/24/2025

      Type:Service or Repair 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.
      My husband, who is currently on disability for mental and physical health issues, needed to be seen by a dentist for a loose crown. They told him he would need to have his teeth cleaned first and we asked how much that would be. They said $125. So I dropped him off thinking we would get the cleaning and they would tell us how much the crown would be.

      When he got there they had him sign up for "insurance" through them ($299) and said it would make the procedures he needed cheaper. They also charged him for the crown, but then returned that charge to our card because they could not get the crown off and so they "tightened" it. On top of that, they said he would need a "deep" cleaning.

      Total charges for a simple cleaning they said would be $125:

      $299 Insurance
      $345.25
      $401.75

      When I went in to cancel the "insurance" and tell them I would take him elsewhere, I was told the cost of this cleaning would now be $1500 without the insurance.

      It felt like a total scam and my husband was taken advantage of. We paid over $1000 to get his teeth cleaned. I am happy to pay the original $125 for the cleaning, but we cannot afford nor should we be charged this exorbitant amount. I regret not going in with my husband. This never would have happened, but I did not think it necessary as they had already told us the non-insured price before we came.

    • Initial Complaint

      Date:02/23/2025

      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.
      I had dental cleaning service on 8/29/2024 which the primary and secondary insurer paid in full.

      My spouse had dental cleaning service on 9/10/2024 which the primary insurer paid but the secondary insurer has not paid due to filing errors by Stonehaven South Jordan.

      Stonehaven keeps sending statements for the total charge of $305 for the basic cleaning.
      Stonehaven wants us to pay for their billing errors.
      Stonehaven says they will call the secondary insurer and give us a return call but we never receive a call back from Stonehaven, just statements in the mail for the $305.

    • Initial Complaint

      Date:07/31/2024

      Type:Product 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.
      Dr ***** did a bad root canal on January 12, 2022 that caused me to get my tooth extracted and when she did the bone graft after the extraction (March 25, 2024) the bone graft failed. I want a refund of the amount I paid out of pocket for the root canal and bone graft total $1125.50. I am now paying a oral surgeon to fix her bad work.

    • Initial Complaint

      Date:05/31/2024

      Type:Sales and Advertising 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.
      My husband and I have dual dental coverage. When one dental plan reached its maximum limit and the secondary insurance denied the claim, the dental office charged us their full rate instead of honoring the contracted rate of the primary dental insurance. Due to this and other billing mistakes, including choosing which insurance company's contracted rates to go by based on which is higher (which is not the policy in Utah), they are overcharging us by a couple of thousand dollars. In March 2024, we received an email stating that the final balance would be $1119.70. However, a billing statement dated 5/6/2024 showed the balance as $408. I paid the $408, and the next day, I received a text thanking me for the payment but stating that we still owed $1727.70. None of these numbers match up, which leads me to believe that something shady is going on. all three documents (one billing statement, one email and one text thread) are attached.

    • Initial Complaint

      Date:05/28/2024

      Type:Service or Repair 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.
      5/10/2024

      I had a wisdom teeth removed ( the appointment was poor quality)
      I had insurance to help cover the cost but now I am being told I don't have insurance and have to pay over $1000. They lied and didn't tell me the amount until the last minute, it was only recently that got notice I have to pay that. They should lower the cost.

    • Initial Complaint

      Date:01/02/2024

      Type:Product 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.
      Dates: May 24, 2023 and Jan, 2, 2024
      Amount paid: $158 + bills still pending
      We were told multiple times by various people that a live ASL interpreter would be provided for our Deaf children and my Deaf husband.
      We have been told to reschedule various times if we want a live interpreter. They continued to tell I they could get one, and would then scurry to get a VRI interpreter once we arrived. Management informed me today that they quit providing live interpreters a year ago, yet they continued to tell us they could get one so we continued to see the practice.
      No attempt to resolve the problem has been made. I was told “it’s just such a pain” and asking for it will get nowhere with the “higher ups”
      Account number ****
      We want a refund for all copayments and costs not covered by insurance for all services provided to David H******, Phillip H******, and Kenneth William H****** since May 2022 when we were first assured by the company that a live interpreter would be provided.
      More importantly, we want the company to enact new policy and/or contracts that ensure a live interpreter be provided to all clients with a hearing loss who request such accommodation. Video Relay Interpreters are inadequate in many setting, especially in medical, dental, and pediatric settings. If a live interpreter cannot be provided, they ought not accept pediatric clients who are more likely to reach for a screen and push buttons than watch the interpreter.

    Stonehaven Dental, LLC is NOT a BBB Accredited Business.

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