Complaints

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

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  Western Dental & Orthodontics

  530 S Main St Ste 600 Orange, CA 92868-4544

• 

  Western Dental & Orthodontics

  3802 Clairemont Mesa Blvd San Diego, CA 92117-2712

• 

  Western Dental & Orthodontics

  583 N 2nd St El Cajon, CA 92021

• 

  Western Dental Centers

  5247 Elkhorn Blvd Ste C Sacramento, CA 95842

• 

  Western dental & orthodontist

  455 S. C Street Oxnard, CA 93030

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:08/20/2022

  Type:Service or Repair 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.

  Western dental started mine and my daughters braces treatment in 2020. First, it is very difficult getting appointments not almost 3 months apart, but most importantly, I started my contract without insurance, and then a couple months later I qualified for employers dental insurance, so we updated the contract. I paid my portion of the balance, and my insurance paid theirs. Last payment made in May 2022. Everything has been fine until I received a letter from them discharging me from treatment over not honoring my contract. I call hoping this is a mistake but nope. They said there was a payment error from august 2021 resulting in an extra $815 balance. I have all my billing from the bank, statements from western dental, they have recorded lines all telling me my account was paid in full. Now, they are refusing to finish my care with the braces, and I wont get any money back that I paid, meaning I will need to take out a loan for a different dental office and they still want me to pay the $815 plus continue paying for treatment services. This is such bad care, its been a horrible experience from the start, more than I can write. As for my daughters account, they refused to properly submit the contract so I end up paying more than what I should have. I dont want to be responsible for the extra charges. I just want to finish my treatment. If they dont want to continue my care then give my some of my money back so I can go somewhere that can finish. I am also seeking legal counsel incase this matter need to be taken further.

• Initial Complaint

  Date:08/18/2022

  Type:Sales and Advertising 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.

  Western Dental told me I had a gum infection and that I needed a treatment to prevent me losing all my lower teeth. The treatment was to be reevaluated in 3 months. Which it was, at this time I was told it was said I no longer needed the treatment. I was told a price of 600 for full treatment, of which supposedly I did not need full treatment. I noticed no difference in looks or feel in lower gums. I never seen any evidence that there was a infection. Their treatment was a peroxide gel put into a plastic tray to put on gum for 15 min. twice daily. Researching this I found they sell this at 6 tubes for $100. I have asked over and over why am I being charged so much for a partial treatment but all I get is the same answer from all departments, it is not my area. I have used peroxide as a mouth rinse for many years and am not at all happy this dental company uses something that can be bought anywhere for a reasonable price claiming it cures severe infection. I believe that was told to me to get me to buy their treatment. For I have seen a dental specialist who says my lower gums are quite healthy with no signs of past infection.

  Business Response

  Date: 08/25/2022

  Western Dental Services (WDS) is in receipt of the complaint filed by a patient of WDS.  WDS is thoroughly reviewing this patients complaint and WDS will send her a resolution letter addressing all of her concerns no later than September 20, 2022.

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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.

  Western Dental gives me the runaround to refund me my money for a service that I never received from them. Customer service is HORRIBLE you are kept waiting to be seen for over an 1hour when you have an appointment schedualed, I understand that sometimes providers get backed up due to patients running late but with Western Dental it's all the time! which is why I decided to not move forward with my teeth cleaning, I asked for a refund In May 2022 and its now August 2022 and I have not received my refund I call once -twice a week to follow up and I keep getting the run around stating that my refund is pending approval from the office manager and when I call to speak to the ** im on hold for over 45 min or she is out for the day. I would really appreciate if you can help me.

• Initial Complaint

  Date:08/15/2022

  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.

  Western Dental in ******** performed a treatment on my crowns which was done badly and I discussed with western dental corporate customer support and filed a grievance case #*****. They agreed to give a full refund of $2,028 as shown in the attached documents. They sent me the letter (release of all claims) and I signed the document and mailed it back to them on July 20th via *** with a note for refund account before the due date of August 7th. They have not refund me so I called their corporate customer support to check what happened and they told me they never received it. When I asked for them to resend it they said they cannot. I asked them if they can email me and again they said no. Then I asked what I can do and they said nothing and they hung up on me. I called again and they said someone already spoke to you and we're hanging up and hung up on me. I called back again and asked for the manager and they told me they have no manager and hung up on me again. I check my mailbox daily and I did not receive anything from WD nor did I get the mail I sent back if it was undeliverable; the office either misplaced or lost the mail or maybe they received but do not want to give refund. You can check the pictures I uploaded, WD promised to give full refund and they decided to ignore me and not give me my money back. If I do not get the promised refund back I will have to go to small claims to get it back.Grievance case #***** Office #WTE-807 See attached pictures.

  Business Response

  Date: 08/22/2022

  Western Dental Services (WDS) is in receipt of the complaint filed by a patient of WDS. WDS is thoroughly reviewing this patients complaint and WDS will send her a resolution letter addressing all of her concerns no later than September 15, 2022.

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair 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.

  I started orthodontic services with Western Dental and Orthodontics of *******, ** in the summer of 2021. I have since moved from the area, back to ***********. Initially, I continued to drive down to ******* for my appointments. However, after a horrible experience of waiting over an hour after my scheduled appointment (because the receptionist said I was a 10 mins late and took it upon herself to punish me) I was told that I can transfer my service to a Western Dental and Orthodontic location close to where I moved. I was told to schedule an appointment at the office where I would like to transfer service and have them call **************** office to request my records. I did and was told the office manager is unavailable, has been unavailable for a while with no knowledge of when she will return, and there is nobody else who can assist with the transfer of my records. This has been going on since May and my braces have not been adjusted since then and it is now August. I have called multiple times to file a complaint with their customer service department, have been told they will call me back with a resolution in "72 business hours" which never happens. I am paying monthly for a service that is not being provided. At this point, I just want to disengage with them completely and have expressed that with them in my many complaints. I do not know what to do regarding getting my braces removed and the cessation of my contract (payments) with them. It is bewildering how they claim that only one person in that entire office is solely responsible for handling patient's records and nobody else is able to assist.

• Initial Complaint

  Date:08/11/2022

  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.

  Western Dental has charged my debit card in the amount of ***** without my authorization on the date of 07/24/2022.I received no call about this, nor was I mailed or emailed a receipt for this payment, nor does their payment portal website bear any evidence of my logging in or paying such amount to Western Dental.I am enrolled in no automatic payment plan that I have been made aware of, and find no reason for Western Dental having pulled money from my account with my authorization or signed consent, particularly when no receipt of that payment exists on their website.Attached to this complain are images taken both from Western Dental's payment portal of my account activity displaying no log-in nor record of the payment of *****, as well as showing no receipt of this payment on my account. Also attached is evidence of the charge to my ***** ********** account in the amount of ***** on 07/24/2022.I would like the ***** taken from my account (Account number of ********** to be returned at earliest opportunity to my account to which the charged card is connected.

  Business Response

  Date: 08/18/2022

  Western Dental Services (WDS) is in receipt of the complaint filed by a patient of WDS.  WDS is thoroughly reviewing this patients complaint and WDS will send him a resolution letter addressing all of his concerns no later than September 10, 2022.

  Customer Answer

  Date: 08/18/2022

  
  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:08/09/2022

  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.

  Scheduled appointment for my grandmother with my wife. Both my wife and I dont recall the agent mentioning photo ID was required. Appointment set at 2 pm. Being a medical appointment, and having a 92 year old grandmother, we arrive 15 minutes early so we can do paperwork. Business has lunch from 1-2, so my grandmother and I are forced to wait in the hot Central Valley sun for 15 minutes. Then we get inside and receptionist was extremely rude, Unaccommodating and refused to see my grandmother, a senior citizen who hasnt driven in years, without a photo ID. Wasted not only my time, but my wife and grandmothers. I would like the business to no longer schedule appointments at 2:00, move appointments to slightly after lunch or open the lobby during lunch time so first time patients dont have to wait in the sun, and would like them to apologize to my grandmother for the inconvenience. If possible, waive the photo ID requirement for senior citizens.

  Business Response

  Date: 08/17/2022

  Western Dental Services (WDS) is in receipt of this complaint from this WDS patient and has thoroughly researched his concerns.  WDS provided this patient with a resolution addressing all of his concerns on August 15, 2022.

• Initial Complaint

  Date:08/09/2022

  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.

  Went to Western Dental to have an implant installed and a crown placed in December 2021. In April of 2022, I visited the office to have a mold taken of my teeth so they can make a crown to install on the implant. They scheduled my next appointment 3 weeks later to place the crown on the implant. The night before that appointment, I received a call from them telling me they dont have the crown and they will have to reschedule another 2 weeks out. Went to them after another 2 week wait and the dentist tried to install the crown only to tell me that it doesnt want to s**** in correctly and they would have to have another mold of my teeth taken and resent to the lab to remake it. Waited another 5 weeks and 2 days before the next appointment I received a call from them telling me that they dont have the crown, that the lab had to shut down due to a large amount of improperly made crowns coming from their lab. I was told to come to the appointment anyway and they would make another mold for the 3rd time to send it to a private lab. I went to my scheduled appointment and got a different story from the dentist himself and told me that the wax they needed for the crown was damaged during delivery, but low and behold they had the crown they told me they didnt have. They tried installing this one and there was so much pressure from it, that it gave me a large headache almost instantly. They xrayed my mouth and found what appeared to be bone growth that could be the reason for that problem, but the dentist that installed the implant would have to inspect and unfortunately he is out for shoulder surgery for the next few months. I informed them I am in the military and Im set to deploy before that dentist returns and that because Ive missed too much work, I cant keep taking time away. To sum up, they havent returned my last call from more than 2 weeks ago and have not removed the crown from my **** or provided any compensation for my time, travel, baby sitters, ETC.

  Business Response

  Date: 08/15/2022

  Western Dental Services (WDS) is in receipt of this complaint from this WDS patient and has thoroughly researched his concerns.  WDS provided this patient with a resolution addressing all of his concerns on August 15, 2022.

  Customer Answer

  Date: 08/15/2022

  
  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:08/06/2022

  Type:Service or Repair 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.

  I have been going to the ********* office for braces. I was driving 4 hours to go there each time and had to extreme wait times. I was transferred to the ******* office which was closer. The staff at the ********* office and the ******* office explained that the amount of money for the services rendered at the ********* office would be added to my new contract with the ******* office. Its been about three months since I transferred and I have been paying on my new contract with the ******* office. I am getting **** calls a day from western dental telling me Im behind on payments on my ********* account which was transferred. I have spoken with multiple supervisors in the past two months to figure out why the contract with ********* is still active and trying to get them to stop harassing me over a contract that was transferred. I have been in contact with both the ********* office and the ******* office and both said that they have sent in the information to corporate for the transfer on July 1st. It is now August 6 and Im still getting numerous calls a day for the old contact. I have explained daily to the corporate office when they call about the transfer and that I have been making payments on the new contract which included the amount of money for services rendered at the ********* office. No one will tell me why the transfer hasnt gone through in their system. They keep saying they will put a stop 7 on my phone number so that the collection calls for the contract that is no longer valid will stop for 7 days however im still getting calls daily. I am making payments on the current contract and still getting harassed daily by western dental about the old void contract.

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising 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 got my orthodontic work done by western dental in ********, their rancho vista location, and I was supposed to receive dental care as well. WD refused to provide me with care. My teeth continue to rot and Im in an immense amount of pain. They refuse to pull my wisdom teeth saying my insurance didnt get back to them but my insurance did. I also tried to pay cash and they tried to tell me it would be considered fraud if I paid with cash. I had to remove my braces at a whole different practice and find a new dentists to take care of my teeth and they STILL want me to pay the remaining balance on my contract. It was their fault why I had to remove them! Also they werent flexible with scheduling. I also told them I wanted my wisdom teeth removed before I had my braces put on but they led me to believe it didnt matter. Their office was disgusting and dirty. Their staff are unprofessional and rude even whilst on the phone. They truly dont care about the well being of their patients and they try to make you sign away your right to arbitration in the event youre not happy with their services. Meaning you cant **** I signed no such document.

  Business Response

  Date: 08/18/2022

  *** made several attempts to reach this patient in order to further assist her regarding her complaint; however, our calls and voicemails remain unreturned.