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Business Profile

Dentist

Familia Dental LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

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

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Familia Dental LLC has 44 locations, listed below.

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    Customer Complaints Summary

    • 37 total complaints in the last 3 years.
    • 7 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:03/16/2023

      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.
      I've had to reschedule my appointments due to the wait time .Their excuse was they only have one Dr.and their behind schedule.I rescheduled 6 mths later and again they are behind schedule. I had an appointment at 12 on 3/16/23 and they said if I wanted to reschedule for another day because my wait time is over 1 1/2 hours late.And still don't know if after the 1 1/2 hour wait if they are going to see us.

      Business Response

      Date: 03/16/2023

      Hello,

       

      Thank you for bringing this to our attention. We take your feedback seriously. Please at ************, so we may better understand your encounter at our clinic. Our goal is to serve our patients to the best of our abilities. We hope to hear from you. - Familia Dental.

    • Initial Complaint

      Date:02/15/2023

      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.
      Date 02/15/2023: Money paid 0$: Complaint: The business commited to help my child with extreme tooth pain requiring her to be seen by a dental surgeon for a baby root cancal and or pulp extraction causing her terrible pain. They have now given us a referral for a pediatric dentist that can not not do the work and if he ever could it would be two years from now due to being booked out. I have told Familia this multiple times and they have not helped ** at all they just give the run around. I spoke withPeoria County health department 02/15/2023 and they said to report Familia asap that they can't believe they are still operating and failing all these poor children and families, they said they get multiple complaints every day as well. They have an F on BBB and my insurance told me the same EXACT same thing report them. I gave them multiple chances and have gotten no where truly very sad. Please help us. Signed- every parent that uses Familia Dental.

      Business Response

      Date: 02/17/2023

      Hello, 

       

      I wish there was more we could do for this parent. unfortunately we do not have the capability to know what insurance every Dr takes. That is why we advise them to call their insurance so they can get a list of Dr that do. We also cannot accommodate for children who can not sit still for us to be able to do the work that needs to be done. They could end up getting cut and in even more pain. We also do not have the equipment to be able to sedate. We have done all that we can. 

      Customer Answer

      Date: 02/20/2023

       
      Complaint: 19412628

      I am rejecting this response because:

      Sincerely,

      *************************
    • Initial Complaint

      Date:02/13/2023

      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.
      In December 2021, I had a tooth filling at the Familia Dental location in ******, **. I was forwarded there by the ******* office, because they said the ******* office did not accept my insurance. In July 2022, I went to the *******, ** office for an exam. Again, the claim was not processed because they failed to bill the insurance properly. I have insurance that they accept. They didn't properly bill the insurance, particularly in 2021 and again in 2022. Now they are sending me large bills. Something along the lines of $1,800. They had a dispute with the insurance company, which is a ******** Advantage Plan. They were under the impression that I had more insurance than I actually do, because there is a special insurance card for dental, in addition to my HMO card. I gave them both. They failed to contact me about it when problems happened when they were processing the claims. If they would have called me, this would have been solved. They never bothered to work with the company to resolve it.I contacted my insurance company after I got this bill. They tried to call Familia, but they didn't answer the phone. They were able to process the claim for 2022, but were not able to process the claims for December 2021 because Familia did not timely resolve it. In other words, Familia is billing me because they did not properly handle a claim in a year, which is the amount of time they are given. Because of this, my insurance company has filed a complaint with ********, and ******** against Familia for failing to timely handle a claim as a result of this mismanagement. If they accept this insurance, they need to follow the rules. They did not. I should not be negatively impacted because Familia cannot properly manage insurance disputes, or even reach out to me about them. Like I said, if Familia had any questions about my insurance, they should have called me to clarify. Reached out. They did not. A simply 3 minute phone call would have avoided all of this.

      Business Response

      Date: 02/24/2023

      Hello, 

       

      I have filed a formal complaint with the office. Should be hearing something back from the the start of next week. 

    • Initial Complaint

      Date:02/10/2023

      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.
      Daughter started braces in February 2021. 18 months of treatment. Should have been removed August of 2022. Multiple appointments rescheduled without reason. I finally get an appointment. Go in to make a payment and confirm appointment. Simply to be told you dont have an appointment we dont even have an orthodontist on staff. Absolutely ZERO communication about this. No phone call. No email. No mail. Nothing. Then find out we will have to wait for an orthodontist or drive 3hrs round trip monthly to see the orthodontist in ******. Talk about financial strain. Time off work. Gas. Missed school. My daughter ends up with hardware in her mouth for 4 months longer than she should have, and on top of the $3900 we paid for her braces we ended up spending another $500 in gas trekking to ****** every month. Ridiculous. Communication is absolutely awful. Many families use familia because Of cost..they cant afford trips out of town every month.

      Business Response

      Date: 02/13/2023

      Hello,

       

      I apologize for the inconvenience. Unfortunately at the moment we have no ortho in ****** closed office would be  ******,**. We are giving our patients two options to transfer to a different ortho of their choice if they want to stay closer to home or continue with their ortho care at ****** office. Its very difficult at moment for some of our patients but we only have those two options. We unfortunately don't compensate patients. 

       

      Sincerely,

       

      ***

    • Initial Complaint

      Date:01/27/2023

      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.
      I visited familia dental due to a cracked to where I was rid that it was because of my wisdom tooth that they would have to remove both teeth in scheduled me for a extraction..I show up to do the extraction in not only was *** very rough my lip was cut in he did not clean the blood off my face. A week later after finishing my antibiotic I was prescribed the day after this was done I had a busted lip a gaping hole and a serverly bruised neck I reached out to familia dental to let them now I was in excruciating pain where I was told to take ibuprofen to releave the swelling a week later I have a a mass growing on the side of my neck that has grow from 3 cm to ************************************************************************************************************************************ extremely bad pain

      Business Response

      Date: 02/03/2023

      Hello,

       

      I did finally get a hold of the Dr and this is what he said:

      Hello,





    • Initial Complaint

      Date:12/23/2022

      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.
      Repeat issues with terrible ortho practices. Broken brackets , exposed wire. Dirty environment. Expressed concerns for my daughters teeth as they are now moving sideways. Familia dental claims I have to pay 500 dollars to get braces removed early even tho they are damaging her teeth!!!!! They refuse to get my daughter in earlier than her appointment over 30 days away. This practice is absolutely the worst experience I've ever had. Staff is untrained and unprofessional. Multiple emails sent with no reply, driving 40 minutes to be told to come back in 2 hours. Telling us to make due with a wire causing my daughter's mouth to bleed. I've requested braces be removed early as i have paid in full my portion of treatment. Familia refuses to remove braces without 500 dollar removal fee. Mal practice as my daughter's teeth are becoming worse and worse with no resolution. ****** the manager was rude and over talked me multiple times.

      Business Response

      Date: 12/23/2022

      Hello,

       

      I do not have enough information to look up this patient. I did call the number provided ************ with no answer. I did leave a voice mail to give us a call back at ************. Ask for ******* in patient care. 

    • Initial Complaint

      Date:11/12/2022

      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.
      I visited Familia Dental (FD) for routine care since 2020. In 2021, FD updated their client database and I had a legal name change. During this time, my supplemental insurance became listed on their system as my primary, and my true primary was deleted. I repeatedly tried to get this fixed by speaking to their front desk at the ************ clinic. I provided documentation above and beyond what was needed to correct the error. I also spoke with their head office about this on the phone during summer 2022. I was told that the problem would be corrected, and my online patient portal showed an amount due of $0. But the data issue was never corrected. Now, November 12th, 2022, FD has billed me for $1034 for routine care performed in 2021 and 2022. The bill claims that the insurance timed out and had been denied. The reason it was denied was because of the data record issue that was never fixed: they were incorrectly filing the claim to my supplemental insurance, not my true primary.

      Business Response

      Date: 11/16/2022

      Hi ******,

       

      I apologize for the inconvenience. I brought this to our billing managers attention to further investigate and resolve this matter for you. She confirmed she fixed the insurances in your account. She also spoke with Delta Dental and they confirmed they received claims. They are waiting on the payment in order to clear your account. 

       

      Sincerely,

       

      ***

    • Initial Complaint

      Date:11/09/2022

      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.
      I was never called for getting my teeth cleaned so I called I went in July 18 2022. They only x rayed my teeth and said I would need to come back to get them cleaned even though I havent had them cleaned, it was the quickest dental X-ray exam, they never cleaned my teeth . I expected them to text me with an appointment for cleaning them since they said I had to wait for another visit. I got tired of waiting and called them today 11/9/22 and was told they cant clean my teeth until February because I need to come back within a month of being there in July and they have it down they cleaned my teeth and they did not and that my insurance wouldnt cover it. Why are they getting paid for cleaning my teeth when I havent had my teeth cleaned all year!?! This is very wrong. When I first started going they said they would text me appointments. They writing down that they cleaned my teeth and they never did , its very serious to ************** .

      Business Response

      Date: 11/10/2022

      I will be emailing the office to see what might have went on. We will be in contact with the pt.
    • Initial Complaint

      Date:10/31/2022

      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 had a tooth pulled and they told me they do not accept my insurance and will not file on my insurance. I paid 100% of the $698.69 bill. Before they would pull my tooth. I filed for reimbursement with my insurance only to be told Familia Dental had filed and received $349.89 more dollars for services I had already paid for. I paid the entire bill. I called all day Friday and all day today only to reach an answering service. You cannot speak to the office and they state there is no phone number to corporate to file a complaint and to receive money fraudulently claimed.. This is insurance fraud. Since they were paid, my insurance states I have to speak with them to obtain my refund from them. They cashed the check 10/19 per my insurance company. Thats almost 2 weeks ago. I want them to give me my refund and to stop telling people they will not file in your insurance, make you pay in advance before the dental work is done and then fraudulently file on their insurance.

      Business Response

      Date: 11/02/2022

      Hi *******,

       

      I do apologize for the delay on getting back to you in regards to your refund. I escalate this to our refund **** for further review and to confirm if in fact there is an overpayment. They troubleshooted your account and did confirm there is an overpayment that never transferred to the new system. 

       

      You will be receiving $267.52 via ********** check from Familia Dental. We just need to confirm a good mailing address so it can be issued. 

       

      Thank you,

       

      ***

    • Initial Complaint

      Date:10/19/2022

      Type:Product 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.
      ON 10/1/22 I WENT TO FAMILIA DENTAL IN ******, ** FOR COMPLETE FULL FILLINGS ON MY UPPER *******************************************. ABOUT TWO WEEKS BEFOREHAND FAMILIA DENTAL SENT ME A PRE-TREATMENT/PRE-PAY PLAN WHICH I GAVE TO HUMANA DENTAL CORPORATE OFFICE REPRESENTATIVE ***************************** FOR APPROVAL. THE ***** COST FOR ME TO PAY FAMILIA DENTAL FOR MY THREE TEETH FILLINGS IS $82.80 AND MY HUMANA DENTAL PLAN PAYS FAMILIA DENTAL $193.20. BUT WHEN I ARRIVED TO MY 10/1/22 9AM FAMILIA DENTIST APPOINTMENT WITH **************** WAS ONLY IN THE DENTIST CHAIR FOR A ***** OF ABOUT 25 MINUTES. ************** USED A COTTON Q-TIP AND PUT SOME YUCKY LIQUID STUFF IN MY MOUTH. THEN ************** JUST SCRAPED MY THREE TEETH. AND AFTER ABOUT 25 MINUTES ************** STATED SHE WAS DONE WITH MY DENTAL APPOINTMENT. THIS IS FRAUD BY FAMILIA DENTAL AND I WANT FAMILIA DENTAL TO REFUND ALL OF THE ABOVE-MENTIONED CHARGES BECAUSE FAMILIA DENTAL-************** DID NOT COMPLETE ANY OF THE THREE FULL FILLINGS ON MY TEETH 2, 15, OR 30. MY NEXT STEP IS REPORTING FAMILIA DENTAL TO THE OFFICE OF INSPECTOR GENERAL, AND ** INSURANCE COMMISSION IF FAMILIA DENTAL DOESN'T REFUND ME AND MY HUMANA DENTAL PLAN $82.80 AND $193.20 ASAP!!! BBB PLEASE ASSIST

      Business Response

      Date: 10/20/2022

      Hi,

      I truly apologize for the experience you had at our office. Dr checked notes and restorations were completed. How much time it takes really depends on many factors but mostly provider skills, efficiency and extent of cavities. Note wouldnt say restorations done if they werent. You came in, we went over RBAC and you consented and requested to proceed with restorations. To get her refund, we need to get those restorations taken out. Per our provider nothing was mentioned or said on that day after your visit.. 

       

      Our patient care **** did schedule you for 11/12 to further discuss this with provider as per our consents tx was rendered. 

       

      Thank you,

       

      ***

      Customer Answer

      Date: 10/26/2022

       
      Complaint: 18248654

      I am rejecting this response because:

      Sincerely,

      *************************

       

      THERE IS NO RESPONSE HERE FROM THE FAMILIA DENTAL BUSINESS 

      Customer Answer

      Date: 10/26/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *************************

       

      THAT'S JUST RIDICULOUS, THERE ARE NO FILLINGS TO TAKE OUT BECAUSE FAMILIA DENTAL DID NOT DO ANY DARN FILLINGS ON ANY OF MY TEETH. 

      I HAVE FILLINGS IN MY TEETH FROM A PREVIOUS DENTIST LAST YEAR AND THE ***** TO PROVE. FAMILIA DENTAL IS FRAUD. I JUST WENT THERE FOR A TEETH CLEAN AND THEY GAVE FALSE INFORMATION ABOUT ME NEEDING FILLINGS IN THREE OF MY TEETH IN AN ATTEMPT TO GET MONEY. TEETH FILLINGS ARE GOOD FOR YEARS AND MY OTHER DENTIST FROM LAST TEAR CONFIRMS THE SAME AND THEIR WORK BECAUSE THEY ORIGINALLY DID MY FILLINGS LAST YEAR. IN ADDITION, MY DENTIST INSURANCE AGREES ANDNOW  HAVE SANCTIONS AGAINST SO-CALLED FAMILIA DENTAL.

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