Complaints

This profile includes complaints for Universal Smiles Dentistry PA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Universal Smiles Dentistry PA has 6 locations, listed below.

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  Universal Smiles Dentistry PA

  2102 S Ridgewood Ave Ste 11 Edgewater, FL 32141-4240

• 

  Universal Smiles Dentistry PA

  1425 S Washington Ave Titusville, FL 32780-4252

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  Universal Smiles Dentistry PA

  1025 S Volusia Ave Orange City, FL 32763-7022

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  Universal Smiles Dentistry PA

  240 E New York Ave Deland, FL 32724

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  Universal Smiles Dentistry PA

  310 Bellewood Ave Daytona Beach, FL 32119

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:12/07/2024

  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.

  On 11/10/24, I booked an appointment with Universal Smiles after being referred by my dental insurer's website. I was seen 11/11/24, and was told that I needed a bridge, which was the most pragmatic approach to my pain. I was told that one of my wisdom teeth had a hole in it, but the bridge was the most pressing need. Upon scheduling the procedure, I was told that my insurance was essentially worthless, but that Universal Smiles offered their own insurance that would pay for itself since it was $299, and it would save me $746 off of my $7,461 estimate. I booked the procedure for 11/25/24. On 11/13/24, I called EMI Health to ask why, after paying for insurance for years and never using it, they wouldn't cover anything. *** diplomatically suggested that I try another dental office after providing me with an EOR, which stated that out-of-network procedures were also covered. I began to think I was being misled by Universal Smiles so that I would purchase their in-house insurance. I went back on ***'s website again and found another dentist who assured me that they took my insurance. On 11/19/24, I was called in to the new dentist. I was told that the $7,000 bridge was unnecessary and the one bad wisdom tooth was the source of my pain. They referred me to an oral surgeon. On 11/20/24 I called Universal Smiles and canceled my scheduled procedure on 11/25. I met with the new oral surgeon on 11/27 and had my wisdom teeth removed on 12/4. I began getting alerts that I now owed $7,014 to ***************. I opened a dispute with ******** on 11/19. Universal Smiles was only supposed to be checking my eligibility for an interest free loan on November 11th, but it is apparently their policy to also charge the account full price several weeks in advance to ensure they get paid even if I cancel. The said I needed to come into their office for another consultation in order for them to determine whether or not they were going to refund any of the $7,014.

  Business Response

  Date: 12/10/2024

  Patient has been told we will refund his alpheaon account. We asked him to come in the office and go over the treatment again with the doctor. Patient came in for a limited exam and complained about 2 separate teeth that were causing him pain. When the doctor recommended trying to save # ** patient asked it just be removed and a bridge placed. He also came in with his wisdom needing to be removed. No misleading information was given to the patient for treatment. X-rays in addition to clinical exam yielded results evident of a root fracture on #**. During emergency appointment, patient specifically pointed to area of #**. Patient understood Patient was given antibiotics and treatment plans were signed and scanned for records. We are happy he has had the wisdom removed and is no longer experiencing any discomfort. Doctor notes below

   

  CC: #** SORE TO CHEWING 

  Patient points to #**

  RECOM #** EXT -POSSIBLE FRACTURED ROOT; BR PREP #**-29 TO REPLACE MISSING TOOTH. #** FUTURE EXT- NEED COMPREHENSIVE EXAM TO FULLY EVALUATE
  RX: *********** 500 MG
  Provider name: DR ****; JF,RDH 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22653830
  
  

  1. They rejected my initial request for a refund over the phone, which is why I filed this complaint.

  2. They still are trying to make me come in for my refund, which is completely unnecessary - I still have not been notified from the card issuer that the money has been refunded. (statement attached)

  3. They opened a charge account and charged me full price for the surgery two weeks before it was scheduled, despite having me sign a form that clearly stated that I would be charged when services were performed. (Attached)

  4. They declared that my insurance wouldn't cover anything and therefore I needed to purchase additional insurance from their office, which was misleading. (Insurance EOB attached)

  5. I have an appointment tomorrow with my new dentist for a regular cleaning and complete exam, and I have a follow-up with my new oral surgeon on Friday  - so I will continue to review Universal Smiles findings about their original recommendation.

  My original complaint about their billing practices still stands: They charged me without my permission and then they refused me a refund when I discovered received my statement.

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/07/2025

  The patient has been refunded fully this complaint should be removed as a positive resolution has resulted. We simply have a protocol to discuss with patients in person before any refunds issued. Please confirm when complaint removed. Thank you 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22653830
  
  I am rejecting this response because:

  Universal Smiles only refunded the amount after being forced by the credit issuer. They were going to remove a tooth that didn't need removed, pre-charged me for a surgery they didn't do, and withheld my refund until a day before the deadline placed on them by the card issuer... and then they had the audacity to send me a bill after all of this for $99, which I will pay just to make them go away.  This practice is a textbook example of medical fraud and abuse. I sincerely believe it is in the best interest of the community that they operate in, that my complaint remains open and publicly available as a warning to the next potential patient who desperately walks into their office to get taken advantage of.

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/12/2025

  Tell us why here...****** did not get any wrong information. ** addressed his issues with text book proper care. All is in the notes and patient left happy at this appointment.  We have a refund policy in our business and we abide by the policy before the refund was given to the patient. This is closed on our side and the patient is being seen at another dental office. We hope he gets the entire mouth seen and take care of his oral health. 

  Business Response

  Date: 02/12/2025

  To respond to all his points in the first complaint. 

   

  1.2 ) We never told or rejected a refund to the patient. We only advised him of our policy and tried to have him come see the doctor for a free consult to see why he has changed his mind. 

  3.) We scheduled the patient accordingly due to needing the antibiotic. 

  4.) I have attached all signed documents from the patient showing he was fully aware of the charge and the treatment plan that he was given and why. This patient left this day happy and scheduled for treatment. 

  5.) ************* was not in Network with our company and he advised of our in house plan which would have saved him more in the long run than his insurance company. 

  This patient has not only caused this office to loose time but taking valuable admin time away from us to provide answers to these ridicules accusations. I will be letting other offices in this area know of his behavior and make sure he will not be able to do this to another dental office moving forward. We do not tolerate any employee or patient to slander our name nor give false statements regarding our services. Such patients with no knowledge of proper medical protocols should not dictate how an office is ran and demand for results within their time frame. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22653830
  
  I am rejecting this response because:

  1. I went to another dentist because you charged me $7,000+ for a procedure I didn't need and you didn't do, which would have involved removing teeth that didn't need removed.

  2. I had the proper procedure done somewhere else for $1,500, which was unrelated to what your doctor diagnosed me with and what you charged me for.

  3. You told me my insurance wouldn't cover anything even though it clearly covered 50%.

  4. You tried to sell me your own insurance to replace my legitimate insurance.

  5. You lie in every message and make me repeat the facts as if you don't know exactly what you did - or you're using a delay tactic so this just goes away.

  6. You charged me $99 for the consult as some childish way to spite me.

  7. My new dentist and his office staff told me I was misdiagnosed, and that it was illegal for you to charge me upfront for a procedure.

   

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/17/2024

  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.

  10/23/23 Batch # *** APPR Code 06354D REF# ********

  Customer Answer

  Date: 04/18/2024

  My insurance, ****************** Dental Provider, paid $649 towards dental work done through Universal Smiles.  

  Universal Smiles policy is having their patients pay up front in full which I paid on a credit card.

  I have attempted five times for Universal Smiles to reimburse me the $649 that is due me as I had paid them in full.

  ****************** representative attempted to call them and they refused to talk to him and blocked their number.

   

  Business Response

  Date: 06/04/2024

  We have issued a refund to this patient after all insurance claims have paid for the total of $767.00. More than the complaint has stated. Here is the ledger showing all transactions for this patient. He was refunded less than a month of receiving the payment from payment from the insurance company. Please let me know if the document did not load. Thanks!

• Initial Complaint

  Date:03/05/2024

  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.

  I was seen on 3 separate occasions in 2023. 1st time for numerous xrays that I insisted I didn't need or want. Was told they wouldn't treat me if I refused all extra xrays, including a Panoramic view & Itero scan. I explained I was on ******** & could not afford unnecessary treatment. The 2nd visit was for teeth cleaning. I had been measured for a night mouth guard and was assured fee of $350.00 was covered by Cigna ********. I picked up mouthguard and was assured I owed nothing, that my Insurance had covered all, my $1,000.00 was used. Seven weeks after my last appointment I received a bill for $63.00. I called Universal Smiles and was told they would look into it. I spoke to "*******" new Manager 2/1/2024, she stated system down and she would correct the error. On 3/5/2024 I went to Universal Smiles requesting my xrays. Was once again told I owed outstanding balance of $63.00 & xrays could only be sent to a new Dentist as they were only digital. ******* came out from back office & told me system still down all these months & that is why she never corrected $63.00 error. I wish this error corrected and I would like a copy of ALL my xrays.

  Customer Answer

  Date: 04/04/2024

  My Insurance has my authorization to release info in regards to this Dental claim only.

  Customer Answer

  Date: 04/04/2024

   I was unable to print or sign document on line. I give Cigna my permission to release my Dental Information in regards to this complaint.  ************************;

  Business Response

  Date: 07/08/2024

  I have reached out to this patient and left a voicemail for her. We have adjusted off the balance for her due to a curtsey as described. She has a 0 balance with our company. I have also stated on the voicemail that we would be happy to send any records to another office for her if she gives us the information.  

  Business Response

  Date: 07/08/2024

  Date Sent: 7/8/2024 1:50:50 PM
  I have reached out to this patient and left a voicemail for her. We have adjusted off the balance for her due to a curtsey as described. She has a 0 balance with our company. I have also stated on the voicemail that we would be happy to send any records to another office for her if she gives us the information.