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Business Profile

Children Dentist

Kids Dentistree (Middletown)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Children Dentist.

Complaints

This profile includes complaints for Kids Dentistree (Middletown)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Kids Dentistree (Middletown) has 5 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 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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    • Initial Complaint

      Date:05/15/2024

      Type:Billing Issues
      Status:
      Answered
      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 3, 2024 my child received a routine cleaning, at the time the dental assistant advised he was on need of xrays, I verified with the dental assistant this was needed and he was due for the xrays (as I know insurance only covers xrays at certain times). I was assured that he was due and the xrays were covered by my plan. On April 23rd I received a text message stating "Hello *****! The Kid's Dentistree Middletown is pleased to provide you with an option to pay your balance of $213.00 by text. Please click here to pay: *******************************************************************". At this time (and to date) I had not received a statement or bill for my child. I called the office and was advised, insurance did not cover the xray, as it had previously been completed within 5 years, the office personnel stated that this is why I am provided an estimate, and it is only estimated insurance will cover. I explained I was never provided an estimate and confirmed with the assistant the procedure would be covered. I asked further information as to when the same xray was completed prior and the office staff could not answer. I advised all of my Childrens treatment had occurred at the Kids Dentistree locations (originally seen at Dixie Highway Location and transferred to Evergreen location for the specific Provider), I was advised they do not have nor do they request patient records (highly concerning as my son had had previous Dental fillings that I noted, I also signed all releases and consents needed when at both locations). I asked for someone from the corporate office to contact me regarding my concerns. On May 15, 2024 I arrived with my daughter for a filling to be placed, i paid the balance expected in my end for her procedure ($169), and then after paying was informed that they would not see her and complete her procedure unless I paid my sons balance (again Inhave yet to receive a billing statement) I explained I had been waiting for someone to contact me from the corporate office to discuss my concerns, from talking with the office staff they noted that in the chart it was not noted I wanted to speak with someone else. I ultimately verified the denial with insurance who were able to provide the date of theborevious xrays and I paid the balance so that my child would be seen. In talking with the office/billing ******* she stated it was my issue and I was the reason that they did not have prior records from other locations as I would have. Een expected to have asked for records to be transferred and sifned release. I explained I sign all releases needed and would have expected as with any other medi al provider as well as how schools do, that they would have all patient records transferred. She also stated that they had to have payment on any balance account 90 days due to perform treatment, however again they refused to see my child and the balance was just 42days and I had not received a statement , only notice from a text of a balance (less than 30 days). I again asked to speak with someone, and was told the message had previously been sent but the person was on leave (this is a direct contradiction from what the office staff originally noted from the notes). The direct service from the provider is great, however my concern is the practices and procedures of the office directly and interactions that occurred with the office manager in this situation. As I stated the balance is paid however despite my request I havr not heard from a corporate manager and welcome that call to discuss my concerns as I feel for the best service for all patients these concerns should be considered.

      Business Response

      Date: 05/23/2024

      The patient was contacted and a refund was provided. To our knowledge the matter had been resolved, concluding that no additional actions are necessary.

    Kids Dentistree (Middletown) is NOT a BBB Accredited Business.

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