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Business Profile

Dentist Information Bureaus

Western Dental & Orthodontics

This business is NOT BBB Accredited.

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Complaints

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

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Western Dental & Orthodontics has 160 locations, listed below.

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    Customer Complaints Summary

    • 636 total complaints in the last 3 years.
    • 160 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:06/12/2024

      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.
      Came for an emergency fix and was turned away the office was empty but they didnt want to help my niece who was in pain. Called corporate and no one helped. The office manager and ****** were unhelpful and rude. We came on Monday and were turned away made an appointment for Wednesday and were told there were people ahead of us for 3 hours the office was empty. Photos are on the ****** review. They just didnt want to help before lunch.

    • Initial Complaint

      Date:06/11/2024

      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.
      My daughter had braces put on, they were aware she needed fillings and proceeded to put braces on anyway. At her next appointment they had to remove braces to do the fillings. Her rubber bands came off and we called and they stated no one could put it back on so she could do it her self.They charged her for a mouth guard and then stated she couldnt even wear it it because she had braces on. I went to another established dentist and he stated they are not doing the proper treatment. She should have had bands placed on the back. The orthodontist is hardly there. She had brackets placed and they popped off same day without her even eating anything. When I called they said no orthodontist was there for 2 weeks and she could come in because it was stabbing her jaw and they would just cut it. We went in and told them we wanted to cancel the contract for their insufficient work and lack of quality service and product and they stated we would owe over ***** just for them placing braces on , however in the contract it says 650 for placing metal braces. The total cost was ***** for the braces, why would they try and charge over ***** , she has only had them on 3 months. This is by far the worst place ever. I feel as though they dont even know what they are doing there. Very unprofessional. They are overcharging for horrible service

    • Initial Complaint

      Date:06/11/2024

      Type:Order 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.
      On April 4, 2024, I had an appointment at Western Dental. The dentist spent less than 3 minutes with me, and did not even introduce herself to me or even tell me she was the dentist (vs. hygienist or assistant). I literally now don't even know her name! She looked very quickly at my teeth and gums, did not take any measurements, and told me that I had periodontal disease and I would need GumX treatment. I was then brought to the ************************** who went over pricing with me, but did not give me any direct info about GumX -- including that it is a proprietary treatment offered only by Western Dental and not covered by any major insurance. (She only told me it was not covered by mine.) She enrolled me in Sunbit financing and had molds for trays made. I did *not* sign a contract or other paperwork agreeing to the treatment. After the appointment, I learned that it is standard practice for a dentist to take gum measurements and GumX is a proprietary treatment only offered by Western Dental. I received the paperwork on Apr 6, which included a clause stating that the dentist should have explained to me other treatment options and that it is not covered by major insurance. Had I seen the contract earlier, I would have understood that I could have asked for alternative treatments and that GumX is not covered by *any* insurance. Seeing the language after, I realized that I could not have signed this agreement in good faith.On April 7, I responded saying that I would like to cancel this treatment including the molds. I called the office on April 8, and was told the business manager was not in, and that she would call me back the next day -- she did not. On April 10, I again emailed confirming that I would like to cancel -- she wrote back telling me that it was too late because the molds had been made, and I wrote back explaining the above. I have tried emailing and calling since, including the central corporate support, with no response.

    • Initial Complaint

      Date:06/08/2024

      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.
      This is a complaint to lodge an investigation against Western Dental and Orthodontics franchises as well as their 24 hour call center, and the practices used within. During the week of June 3rd 2024, I attempted to contact my local office as I was having pain with my teeth and they do not accept walk-ins. I tried throughout the day to call (no less than 5 times) and each time no one at the office answered the phone even though it was well within business hours (4pm; office closes at 6pm). Each time I had the option to speak to someone at the 24 hour call center, which I declined. My reason for declining was simple; more than once have I spoken to someone at the call center and they booked me as a new patient even though I have been going to Western Dental locations for roughly 3 years. In fact, my upcoming appointment on June 12th was because of exactly this; I drove to the office and was told I would have to come back as I was booked wrong. It is ridiculous that the paying customer needs to be hassled in this manner, when it is the call center and their lack of training or comprehension results in these mistakes. Especially considering my stuff is on record with Western Dental; how do I know they are even keeping my data safe at this point if they can't even book my appointments correctly? It is very frustrating that I cannot speak to a competent person nor can I seem to get correct appointments without having to physically go into the office each time. What is the point of phones then?

    • Initial Complaint

      Date:06/07/2024

      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.
      This business is a scamming me out of money for services they did not perform. They are impossible to get ahold of over the phone and when they don't answer the calls are forwarded to the call center somewhere it is loud and impossible to hear. I even had a child get on the line and say "ring ring" while I was talking to the agent. Extremely unprofessional service from every service representative I've encountered. I had to physically go to their office to tell them I no longer want to be their patient and have the money refunded to me that I paid up front for services. The person at the desk wrote out my totals and said it wasn't physically possible to print me a refund receipt. They told me it could take up to 30 days to see the refund on my Care Credit card. It's been 60 days and when I called Care Credit they had absolutely no history of any transactions other than my original charge. Now on 6/7/24 when I go to the business the doors are locked during what should be regular business hours on a regular week day. They owe me my money for services that were not preformed. I went home and called to get no answer and forwarded to the noisy unprofessional call center and they tell me it takes ***** business days to see a refund and that it has been submitted for process. And the agent couldn't tell me the amount!!! Something is terribly fishy about this business all around. They are scammers taking people's money and then closing their doors making them unaccessible.

    • Initial Complaint

      Date:06/07/2024

      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.
      I was seen at Western Dental on May 8th 2024. Initially my bill was to be $900+, but I had the office to run my insurance card and once that happened my bill was reduced to $510. I then told them to remove a part of the service and I would pay cash in which I was to pay $336.00 after they ran my insurance. I immediately had them to cancel that transaction of $336.00 and I used my Insurance.I checked my bank account on May ********* to find out my account had not been credited the $326.00. I called the office and was told my transaction had not even been put thru by their office. I called to speak with supervisor on May 28th and was told my refund would be expedited I've been following up as far as June 6, and was told it would take 45days. Makes no sense to me, when it took them less than 5 mins to take money from my debit card. I'm a senior on fixed income and really need to have my funds put back into my account. The customer service has been very rude in handling this matter.

    • Initial Complaint

      Date:06/04/2024

      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.
      Account number ******************* - ***************************************** offered me a loan for implant work for my dental work which was approved with Ally Lending now it's Synchrony I went to western dental office and asked them if they could adjust our payment. I have been paying the bill faithfully, however, need your assistance for a partial refund since the work was not completed. I chose this office because they have Saturday appointments. However, nobody should have to wait 1 to 2 hours pass appt. time.

    • Initial Complaint

      Date:06/04/2024

      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.
      I had an office visit today; this is my third visit. The first maintenance cleaning after the deep cleaning was $70; today, the maintenance cleaning was $85. I asked why, and the representative told me it was because of the insurance. I called my insurance, and the rep told me my cleanings were covered and the dental office should be submitting authorization, which I was told they are not. They are giving me estimates that my insurance has not even seen. I just turned 65 last year and have this advantage C insurance, and I think I am being taken advantage of. The first visit was the deep cleaning, which felt fair. But UnitedHealth told me today that my cleanings were covered.

    • Initial Complaint

      Date:06/04/2024

      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.
      I initially went in for an exam where I was told what services I needed. I was told I needed a periodontal gel that was over $900 dollars and a root canal. I agreed to both initially, but that was before the hygienist at the time , let me know that I didnt need the periodontal gel and honestly was just an upsell they tried to sell to every patient. I did sign agreeing to both, but I never received the gel or the root canal. Even though I didnt receive the services, I was still billed for the on a care credit card and it is affecting my credit. I have filed disputes with care credit and have called western dental countless times. The manager is always too busy to talk. I believe the root canal charge was removed after a few disputes, but I am still being charged for $900+ when I did not receive, nor want any service with them anymore.

    • Initial Complaint

      Date:06/01/2024

      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.
      I had an appointment with western dental to see the periodontist for my treatment for my infection before my surgery. I have detached retinas broken nose dislocated jaw and torn TMJ disk with spinal cord injury to my back and neck. I need 9 teeth removed jaw joints replaced and bone build up. I cant see hear have seizures and trouble walking. I use a service dog. They knew my disabilities and said they could accommodate my dog and would help me complete THEIR forms. When I arrived to check in I was told they would not provide *** accommodations for my sight to complete THEIR forms and I should have brought someone to help me. I have filed also with the *** civil rights. I am a victim and need immediate medical attention the judge , **** Homeland Security and the police in 3 states are involved including the department of labor for my workers compensation and are waiting for the doctors reports and plan of care.. Im embarrassed for the manager for denying a victimized disabled Reverend medical treatment because I cant see the forms from being beat raped and tied to a chair for 17 days. She needs to be fired. I have also shared my story with the news. Shame on her. Im also filing a complaint with the insurance company and the dental board. -on behalf of **************************** and recording available

    Western Dental & Orthodontics is NOT a BBB Accredited Business.

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