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:10/30/2024

  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.

  Me and my wife have been going to this office since they opened in 2004/2005 and have been totally happy. The Doctors and Technicians are fantastic, but the same can't be said for the front office employees. In the last year or so we have experienced numerous billing issues and very poor customer service. My wife went there on 10 October and was given a ledger that showed our balance was $199.74. However, she was charged $598.68 so we now have a credit balance of $398.94. I called and emailed the office numerous times to get an explanation as to why we were charged $598.68 when our balance was $199.74, but only got excuses that didn't make any sense at all. Yesterday (28 October) I called to find out when my wife's next appointment was and got a voice mail so I hung up. I then received a text asking what I needed so I asked when my wife's next appointment was. I was told her next appointment was today (29 October) at 8 am. I also received a text today (29 October) at 6:33 am reminding my wife of her appointment today at 8 am. My wife went the office only to be told she didn't have an appointment today. We were extremely busy today and had to totally rearrange our schedule to ensure my wife made her appointment today, only to be told she didn't have an appointment today. I called the office today and asked to speak to the Manager. I was put on hold for 15 minutes and *********************************************************************************** when she returned. The lady also told me they were short staffed. It's now 9:27 pm and the Manager never called me back. The staffing shortage or whatever else is causing the poor customer service, lack of organization, and lack of common courtesy is totally unacceptable. We have been faithful customers for 20 years and we feel like the front office employees could care less if they inconvenience us or cause us unnecessary frustration. They don't even have the courtesy to return our phone call.

  

  Business Response

  Date: 11/12/2024

  Mr. ******, I just tried to phone you to discuss your complaints. First let me apologize for no one getting back to you. I looked over your account and the front office did not take into account that you had a credit on your account, prior to those services received on the 10th. Therefore, you were over charged. I wanted to go over your account with you on the phone or in person at the office as it is quite difficult to do over an e-mail.  You do have a credit on your account. I will put it through for a refund. If you would call the office and give them your credit card number they can refund it sto your card or if you would like I will  ask for a check to be sent to you.  My name is **** ****** my number is ************.

  Thank you.

  Customer Answer

  Date: 11/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:05/28/2024

  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 am disputing that Cr Smiles untimely submitted claim to Delta Dental resulting in a denial. We were required to pay for the services upfront before the surgery could be performed and we were told once the surgery was finished CR Smiles would submit to Delta Dental for reimbursement -$3857.00. **** paid for the full amount of services in the amount of $14,300 on January 4th2022. Date of service was 1/24/22.We requested the claim to be submitted every single month and every time **** was seen at CR Smiles, we were told every time that they would submit the claim. We provided insurance information for Delta Dental information each time. We spoke with 2 different office managers; **** was the last manager we worked with, and she informed us that they had submitted the claim to *********************** and received a letter back 6/13/22 saying they would receive $0 reimbursement but never mentioned this to us. We asked *** to submit the payment to Delta Dental before the end of the year so we wouldnt be denied, and we were told they would submit it. **** received a dental cleaning 11/30/22 and we had to ask them to submit this to the insurance because it was a covered service and we had heavily stressed at that time that we still hadnt heard back from the insurance company for reimbursement for the dentures. We received a letter from Delta Dental on June 30, 2023, saying the deadline had passed for the dental center to submit the claim and they were denying it because the claim had expired. They are contracted with Delta Dental to submit the insurance first. I let CR Smiles know we filed the dispute and we were denied and told by delta dental to get the out of pocket expense that is owed to us, **** replied that she would investigate, Delta Dental told me to respond to her letting her know that they had already provided the *** given June 27th 2023 denying the claim that we over paid and they need to refund ****. They quit responding to us.

  

  Business Response

  Date: 12/03/2024

  We were initially given dental insurance info that did not cover the procedures.  We had to wait to get a denial from that insurance company before we could submit it to the current insurance. That took longer than anticipated . Therefore, no payment was made from the  second insurance  company.

• Initial Complaint

  Date:12/17/2023

  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.

  CR smile has been doing my dental work for 2 years they continue to cause problems and have excuses why they cant finish or get my implants right . They have lied to me destroyed my teeth . Caused pain and suffering. Now they are trying to charge me an additional $18000.00 dollars on a bait and switch scam they said they would do for free. This has been a full blown night mare . Im scared to go back fearful of them hurting me. I have even had to go to the Hospital over there dental procedures . The owner has threatened me Lied, and even accused me of things that have never happened. I have even had sexual advances buy there woman manager in the office on 10 different occasions. Legal action needs to be taken.

  

  Business Response

  Date: 12/26/2023

  Patient came in because he broke his denture.  Since the holidays were coming and the lab would not be able to repair it for him in a timely manner we offered to give him free of charge a temporary replacement so he would not be without teeth over the holidays. So that's what we did.  ****** did we know that the lab was able to repair his denture for him however patient wanted to continue with the free temporary and lied to us about receiving his denture  that was repaired.  When the patient stated he liked what he had (temporary wise) Dr stated he could make him that prosthesis however, there would be a charge as what he has is a totally different appliance as to what he now wants. Basically what he wants he can not afford therefore, he became quite angry yelling at the Dr.  We have already filed a police report as he threw open the glass door breaking it.  He continued to call and text the office arguing with everyone. We are no longer treating him and have forwarded his  records to another Dr.

  All we were trying to do was to make sure he had teeth over the holidays and we did just that and never charged him a cent.  He likes the temporary we gave him but he can't afford the permanent prosthesis which is more costly that the prosthesis  he chose and paid for.

  Customer Answer

  Date: 12/26/2023

  There response is not truthful. Of course they are trying to act like they are doing something right. But they lied they never told me of any other charges until they were in the middle of a process I would have never agreed to.  They have put me through a painful process for almost 2 years and left me 100% toothless.  I have no teeth.  I paid them $15000.00 dollars and (I have no teeth at all). They are completely responsible for this.  They are a licensed dental office who has destroyed my teeth. I was forced to see another dentist to see if I could get help. CR Smiles would not provide the dental office with the proper information to finish my teeth.  I want further action taken against CR Smile.    Am the patient!!!    They have a legal obligation to finish what I paid them for.   They are breaking the law.   

• Initial Complaint

  Date:09/08/2022

  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 was required to pay $1295.00 in advance to replace a fractured tooth Aug 2021. I was told I would get a refund if insurance paid. ***** has always been trustful to inform me of any insurance payment. I was in the office for a cleaning on July 14, 2022 and was informed I had a credit of over $1000.00. I have yet been reimbursed. I called ***** on 8/8/22 and was told it was being processed. I am tired of trying to get my money. It has been over a year now. This is an unethical practice to be collecting from the patient and the insurance for the same tooth.

  

  Business Response

  Date: 12/13/2022

  I phoned ****** and we went over everything again.  She has received her refund she had questions regarding the amount.  I explained to her and I believe we are ok now. I told her if she had more questions to please call me.