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 has 160 locations, listed below.

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  Western Dental & Orthodontics

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

• 

  Western Dental & Orthodontics

  1468 E Valley Pkwy Escondido, CA 92025

• 

  Western Dental & Orthodontics

  1101 Broadway Chula Vista, CA 91911-2706

• 

  Western Dental Centers

  5247 Elkhorn Blvd Ste C Sacramento, CA 95842

• 

  Western Dental & Orthodontics

  1350 Churn Creek Rd Ste F1 Redding, CA 96003-4087

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:08/03/2022

  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.

  I contracted with western dental in ********* **. Back in may of 2021 to get braces. Since my initial visit, I have had nothing but problems with not only the office in Lancaster, but also with the corporate office. Everytime I have called to make appointments, which are supposed to be 4 to 6 weeks, I am told they can't get me in for 7 to 8 weeks pushing out my treatment further. I have paid thousands of dollars and now that they have pushed my treatment out, I am being told that my treatment is finished and that more than likely any appointments from this point on will be out of my pocket. How is this my responsibility, you are the reason I have gone past my treatment. Now today august 3rd 2021, I have called corporate and the office in Lancaster around 8 times because I am moving out of state where there is no western dental. I just wanted to know what I need to do to either transfer my treatment or get my braces off. Instead I was told they have no idea and hung up on me. I was hung up on a total of 7 times because I was trying to get someone to help me. This isn't a new thing they hang up on me all the time, whenever they don't want to answer a question or help. I need to know what to do asap as I leave for ************ in 12 days.

  Business Response

  Date: 08/15/2022

  Western Dental Services (WDS) is in receipt of this complaint from this WDS patient and has thoroughly researched her concerns.  WDS provided this patient with a resolution addressing all of her concerns on August 5, 2022.

  Customer Answer

  Date: 12/06/2022

  I have filed a previous report, and am unsure whether i need to file a lawsuit or go to the state attorney general with my complaint at this point. I signed up for services with Western dental ortho for braces and went through the treatment up until i found out i was moving out of state. I reluctantly kept receiving treatment even thought they had the worst customer service imaginable, the women at the front desk would hang up on you whenever they didn't want to answer your questions, they still do it now after i moved the current orthodontist im going to called to get my records from them and they hung up on my new orthodontist 4 times. they gave up and asked me to get the records. Half way through my treatment they switched orthodontists without informing anyone that they were doing so. The old orthodontist told me i was 2 months away from finishing treatment, when the new one started she was completely rude and told me yeah she will take my braces off if i want to have paid for crooked teeth. ( those were her words verbatim) Before i had moved i was told that my services were complete. Once i moved i was told that i still had treatment to complete and would still owe money for that treatment because the money i already paid wouldn't cover the treatment still needed. Let me make this clear enough to understand. Not only should my treatment have been completed at that point. they refused to remove my braces, give me a retainer which was part of my contract, but stated i still had to pay for those services even though I wasn't receiving them. Now that I am literally on the other side of the country, I am having to pay a different orthodontist more money out of my pocket to remove my braces, and give me a retainer. These are things that should have happened with western dental, under the contract with the money already paid. I want western dental to stop billing me for services not rendered and refund me the payments that I have made since I moved, or I will take this to the attorney general and get my lawyer involved.

• Initial Complaint

  Date:08/03/2022

  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.

  Date of transaction: July 11th 2022.Location: **************************************************** 92058.Reason: Wisdom Teeth Removal.Grievance: I was initially charged $654.02, after reviewing my invoice I realized this was not correct. The manager Keandra apologized for overcharging me and made another transaction where she gave me a corrected receipt and said I would be refunded for $222.91 meaning that the correct total I had paid was $431.11. Fast forward to almost four weeks later and I have yet to receive a refund. The manager is no longer with the company and the location does not have an acting manager. Corporate said they would put in a request for a refund yet a week later they call me to tell me that I owe them $431. Each time I call I get a different story from oh my insurance did not cover it to oh they cancelled the transaction so I was refunded the $654.02 and I needed to speak with my bank. I spoke with my bank and they investigated and pointed out that the refund was place on a different card than the one I used to pay, they caught this after I uploaded all my receipts. Typically I would give the manager the benefit of the doubt but seeing as the location has multiple grievances of them overcharging & upselling their patients I now have reason to believe that the manager was scamming patients and therefore that is the reason for her not working in the company anymore. I spoke with another corporate employee today and she said she would submit a refund request which is what I was told would happen 2 weeks ago but this time she actually gave me a reference number for the request which the employee I spoke to beforehand had told me that there was no reference number. So this is all around suspicious, I feel absolutely sickened that this company is so careless and so quick to collect your money but cant seem to get their story straight when they owe you money. I have my proof of both the old and new receipt but no one seems to care enough to help.

• Initial Complaint

  Date:07/31/2022

  Type:Billing 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.

  My complaint is not against the dentist at Western dental instead against the orthodontics service. I've been a customer there since late 2021 and I've only had two cleanings done on my teeth and no major work. I had braces put on this year, but the orthodontist said he would do the top row first, and the bottom row a month later, not sure why. All of my teeth were not covered with brackets because I needed root canals and they said they'd do the root canals and then put the brackets on. When I couldn't keep the braces, I called the woman who took my fee and set up my case and told her.. she said she would call me back and see what she could do for me. I never had any check up or any further work done on the braces while I had them. The woman whose name I cannot recall did call me back a day later and told me there was nothing she can do and that I would owe the balance.for services. I told her that the balance should be for services rendered. She never returned any other calls that I placed to her. I've been receiving calls and I spoke to the same rep twice. It's usually the same rep who answers. I tried to talk to her about the situation, and she said I still owed the entire amount, and she threatened my credit if I didn't pay it. I told her that I didn't understand how I owe the entire amount for all the braces if I never received all the braces and never received any further work done. She said that I should at least pay the $1,700 for the top braces I received and I told her I didn't have braces on all of my teeth only some of them so how could I go that entire ****. She's very rude and very unprofessional. she said that it'll go on my credit and I'll have bad credit if I don't pay it. the bills I'm receiving still shows that I owe the entire $5,000 and then some. how can that be if I never had my bottom row and I never received any work. My complaint is for them to reduce the balance and instead **** me for services rendered. Please help. This is unfair.

  Business Response

  Date: 08/15/2022

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

  Customer Answer

  Date: 08/30/2022

  I would like to reopen the complaint against Western Dental Orthodontics.
  In response to the business's correspondence, I would like to make an
  official rebuttal. 
  
  I am rejecting the Initial response left to you because I have only ever received
  one phone call from a woman named "********" who left me a phone number
  along with a message. I did return her call, twice this week, but have not been
  able to get an answer on the line, nor am I able to leave a message because there
  is no answering service.
  
  I have only received calls from the western dental collections reps to try and
  get a payment from me.  other than the first call I received from ********, 
  I never received another from her, nor a voicemail or email. western dental
  has my email address.
  I have recently received two calls. one, yesterday on 
  august the 24th, and today, the 25th from two different reps. I told them both
  I have an open case with the BBB and am awaiting a call from *****************
  
  the first rep on the 24th asked me what I wanted to do about this complaint, 
  and I told him I'd like to resolve this, but for services rendered. I told him I
  believe its unfair to attempt to charge me for the whole amount when I only got
  brackets on my top teeth, and not even all of my teeth. they left some teeth without
  because I needed two root canals so they were going to put brackets on until the 
  work was done. I was due to get the bottom braces in a month as the orthodontist
  stated.
  
  that rep said he did not have that information on file and was unaware of the 
  information I gave him. so, today, august 25th, a rep called, not sure if it was 
  the same rep, but he was polite. he told me they said the services rendered price
  was now $1900. I told him I was told it was $1700 for the top row. $1700 for 
  ten teeth with brackets. he said they could also give me a discount when I start 
  a payment arrangement. I asked him for an email with an official statement, but I
  have not received one. I told him I am starting a new job next week and I would be 
  happy to pay this if it's the correct and official price. and I'd still need an email with
  an official statement. he asked for permission to call and I said yes.
  
  as I've said before, I would love to come to a resolution and I would appreciate
  an official itemization of the services they did on me, and I would appreciate 
  fairness and the official price of the top row of braces received. not the price
  for a whole top row of teeth, because all of my teeth didn't receive braces. 
  
  thank you. 

  
  

• Initial Complaint

  Date:07/28/2022

  Type:Order 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 booked an appointment with this company and went to get dental treatment. The company did a single x ray and gave me an invoice of $3,200 for treatment that I needed. Due to the cost I declined any treatment. Since then the company has constantly been sending me letters in the mail for an invoice of $3,273.67 asking me to pay for treatment that I never got. I tried calling and no one picks up and I keep getting letters in the mail every week. They keep threatening to send it to a collections agency. I did not get any treatment done by this company. The location I went to was **************************************************************. I dont want any further communication or letters from this company.

• Initial Complaint

  Date:07/25/2022

  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.

  I was charged by Western Dental & Orthodontics for services that I did not receive and have been waiting a month for the money to refunded back to my Care Credit account. I have spoken to office staff on four separate occasions and the office manager has not responded/reached out to me after I request she do so. I spoke with the Care Credit team and they told me Western Dental has not notified them about the refund and that it is only supposed to take 48hrs for it to go through. It has been a month, and Western Dental still needs to refund $260 to my Care Credit account.

• Initial Complaint

  Date:07/25/2022

  Type:Sales and Advertising 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 initially began a complaint with the corporate office in August 2021 against Brident Dental Location **** *******; ***************************. I find it highly unethical to charge patients for services/goods never received and then falsify documents to state that items were received when indeed they were not. I never received the occlusal. guard that was paid for via Care Credit($443) and when disputed an incorrect document was provided from the local office; stating the guard had been delivered to me on 8/10/21. I have several emails back and forth from the corporate office stating contact the local office; the local office stating contact corporate office because this is a billing issue but the final instructions (from corporate) were to contact my insurance company and file a grievance and indicate a BBB complaint file number. Grievance process began and now complaint with your office.

• Initial Complaint

  Date:07/25/2022

  Type:Product 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 attempted to obtain my dentures through Crown Dental (in *******, **, *********** location) until a representative blamed me for the longivaty of the process. I informed the office manager that I no longer wanted their services, and seek help elsewhere. A refund of $338.20 was to be issued to me. The first check was issued in June under my maiden. I thought that was the was the issue why I couldnt get it cashed. I contacted the local office as well as the corporate headquarters, in which I was informed that there was no refund on record. I then reached out to the local office where a copy of the rejected check was printed and I was told once corporate confirmed the check was not cashed, a transfer will be made to my account with my bank card that was given. Instead another check was sent with my legal name, but this too is invalid. I am now harassing the local office, where my cries are going unanswered. This is not right and customer service is out of line, and I dont know what else to do.

• Initial Complaint

  Date:07/24/2022

  Type:Order 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.

  They would not do a teeth cleaning unless I pay them $400 upfront

• Initial Complaint

  Date:07/21/2022

  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 had major oral surgery that left me missing teeth, broken teeth that were healthy prior and a bad infection that has taken over my whole body

  Business Response

  Date: 07/28/2022

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

• Initial Complaint

  Date:07/21/2022

  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.

  I took my son to get his braces , didnt have insurance at that time but I was told I can re-do the contract if I ever had insurance. I filed the insurance and I visited the office to let them know. Office manager stated she would call me back once the contract is done. She failed to do so. Its been almost 4-5 months and now Im getting about 10 calls from collections for a payment. I called the office today to speak to her and she stated that she has a lot of customers and that she doesnt work in a matter of following up with customers to let them know their contract hasnt been resolved I tried to contact her many times and never received a call prior to me stopping the automatic payments. When my son first got treated I payed $200 or so for a tooth brush that he needed to use as soon as his treatment started , I received the toothbrush 3-4 months later and thats only because I kept calling and complaining! The team is absolute mess and very unorganized, never follows up. And now Im getting sent to collection and affecting my credit!

  Business Response

  Date: 07/28/2022

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