Complaints

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

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  Mortenson Family Dental

  10300 Linn Station Rd Ste 100 Louisville, KY 40223-3840

• 

  Mortenson Family Dental

  1430 Poplar Level Rd Louisville, KY 40217-1345

• 

  Mortenson Family Dental

  911 Palatka Rd Louisville, KY 40214-3461

• 

  Mortenson Family Dental

  6408 W Highway 146 Ste 10 Crestwood, KY 40014-8552

• 

  Mortenson Family Dental

  5220 Dixie Hwy Ste B Louisville, KY 40216-1704

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:03/20/2023

  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.

  On Wednesday March 15th I went to Mortenson family dental to have 2 teeth extracted. One was simple. They other was complex and required additional tools and time. It was extremely nerve racking for me as I have high anxiety. When I left I was told my medication would be sent to the pharmacy of my choice. Upon arrival at my pharmacy the had nothing from the doctor I immediately began trying to call the office. Left several messages and was not contacted again until 1230 on 3/16 saying the pharmacy had my prescriptions. According to pharmacy records the prescription was not sent in until 12;15 the next day. It was for ibprofene and augmenten I began trying to reach the doctor as I was in excruciating amounts of pain and nothing would calm it. I called their main number as well as their emergency number 10plua times and left multiple messages. I received no calls back aNd ended up going to the office on Monday. They were unsympathetic and kinda rude about the whole situation passing blame. I ended up having to go to the emergency room on Sunday due to the pain. The office still won’t respond to me. And I requested my medical records and the nurse I spoke to lied on my medical records saying I called her a liar. I have a voice recording of our conversation.

  Business Response

  Date: 03/27/2023

  Thank you for taking the time to leave your feedback. We do our best to provide patients with the most appropriate treatment, keep them well informed during each step of the treatment process, and recommend the most appropriate therapy to alleviate pain, if needed. We are sorry to hear you were unhappy with your visit. Our team has been in touch with you directly with additional information as you have requested.

  Customer Answer

  Date: 03/27/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is their generic response to everything. No one has reached out the lack of patient care is appalling. This is no solution at all
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 03/28/2023

  We're sorry our response was not satisfactory to you. As mentioned, our team has been in touch with you directly to resolve the issue.

  Customer Answer

  Date: 03/28/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You keep saying someone from your team has contacted me that’s not true.  No one has contacted me whatsoever 
  
  Sincerely,
  
  
  
  ******** *****

• 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.

  In November 2022 I had a broken tooth and needed a general cleaning. At my first visit to Landen Oh Morteson Family Dentist I was given 2 different care plans, one of which said EVERYTHING would be covered if I broke it up into 2 different benefit years [2022 and 2023]. Given this information I agreed to a bridge I didn't "need" but thought since it's covered, thats be helpful. I could have simply had a crown but chose to fix everything given the $0 plan I was handed. After 3 different appointments, in January 2023 I had the temporary bridge put in. Upon me leaving the appointment the front desk asked for $1,400. I kindly explained I was given papers showing $0 and was on my way. February 2023 I got in for my permanent bridge and I'm then told they need $2,400! I kindly explained yet again and the front desk said "sorry, something happened with insurance so you have to pay at least half to be seen today" Sorry??? This is ridiculous, so I leave. I dont have $1,200 readily available to me. They knew I had to eventually pay half seeing as a temporary is just that, temporary. I paid $1,150 today, that I could not afford but knew I had to have the permanent placed. I'm then bullied into signing a payment plan for the balance at $285 a month! The damage is done on the $1,150 that I paid, I think seeing as I was flat out lied to, the balance of the forced payment plan should be erased. I'm upset this happened, I really like the dentist.

  Business Response

  Date: 03/20/2023

  Thank you for sharing your feedback. We apologize for the confusion regarding your billing statement. Generally speaking, while plans vary, the maximum amount an insurance plan will cover in a benefit year cannot be carried over into a new year, so any funds left over from last year would not be eligible for use toward treatment given in 2023. Once the maximum amount of coverage has been reached, the patient is responsible for any remaining amount due. We will work closely with our team members to ensure there is more clarity when explaining treatment costs with patients.

  Customer Answer

  Date: 03/20/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I should not be liable for employees being inept and unable to verify what is truly covered and what isn't. Clients should be able to trust that what is told to them, is in fact, true. I was grossly misled and would have never did any of the work had the employees knew what they were doing and had an accurate account of what would have been done. I also would have not taken time, over several appointments, to stretch it over 2 different years. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 03/22/2023

  We are sorry that our response was not satisfactory to you. Our team members do their best to estimate insurance coverage as well as a patient's out-of-pockets costs. However, as outlined in the Patient Financial Agreement that all patients receive and sign, ultimately the patient is responsible for treatment costs. We apologize for any miscommunication that occurred throughout this process.

  Customer Answer

  Date: 03/22/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I signed an agreement because I was told it was zero. It's interesting to know you use the agreement as a weapon, even when signed under false information. I'm disheartened to hear that you hold no responsibility and do not care about your patients. It's a shame you do not see an issue with what you've done. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:02/17/2023

  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 have never thought that I should get protection against a dentist ******** This just blow my mind.
  I have been a customer of Mortenson Family Dental in Fort Wright for a few years, and I was very satisfied until now. I had a very old bridge that needed to be removed and he did. I was interested in getting an implant instead of a partial denture because I work on the food industry . He said that two teeth implant would cost about $7000 so he pressured me to get a partial, that would be very small and cost only $1037 to be paid in advance.
  The piece not only covered completely the roof of my mouth, but it didn’t fit, there was space of about 2mm from the roof, and the plastic had sharp edges that hurt my gums.
  I refused to accept it, so he decided to cut the excess with a small saw, this was done in front of his assistant. Doing so the remaining piece had even more sharp edges that made my gums bleed. He insisted that I bring it home and tried to get used to it. I refused again and explain to him and his assistant not only it was poorly made with very cheap fragile plastic, but it had many sharp edges.
  At this point he gave me a referral of a specialist, Dr. Rodney Stigall for implants.
  I was so mad that I just left thinking that I would settle the matter later. After three weeks of calling the office manager with no luck, so I called ***** ****** Insurance for assistance. When they called
  my dentist said that I took the piece home on a date that resulted being a Sunday.
  To make matters worse, Mortenson Family Dental Center Fort Wright, sent me a bill $2,243 the didn’t included the $1037 that I paid in advance.
  My insurance Blue Cross Blue shield recommended to denounce this to the BBB, to the ***** ******* ****** *** ******** ******** *** ******** *********** and to get an attorney.
  I would prefer not to get things so complicated but it’s a matter of principal. I never thought that a dentist could be a ******** So sad.

  Business Response

  Date: 02/20/2023

  Thank you for sharing your feedback. We are very sorry your experience was unsatisfactory. We have credited your account for the remaining balance and hope to serve you better in the future.

• Initial Complaint

  Date:12/06/2022

  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 pressured into getting a partial I did not ask for . I paid 800 dollars for a partial with one tooth on it. As soon as it came in it did not fit right it cause pain they had to adjust I came in next day to adjust and drill away more then again because this thinking still causes tremendous pain in my tooth beside it I can talk eat or drink .. I've tried to let them fix it they said come in just to tell me options in person and Said I could adjust again which how much more could they take off and then proceed to tell me they need to call me to make another appointment when they can talk to the office manager about a refund they never called I called them they then tell me they can only refund 50 dollars out of 800 that I paid for simthing I cannot use that they talked me into. I went a whole year fine without nothing I did not ask for nothing they asked me while refilling a filling what I was goingg to do . I feel robbed humiliated and easted my time and money . I continue to pay more money in babysitters so they can fix what they created . This is ridiculous I just want my money's worth somthing that works as promised when being talked into this instead I'm left at a loss and not knowing what to do with the same absent tooth no partial to work and robbed of my money .. I just want my money back at this point and I mean that's a rent payment so I'm suppose to just trash it now ?

  Business Response

  Date: 12/12/2022

  Thank you for sharing your concerns about your visit. We take all feedback seriously so we can provide the best care possible to our patients. We strive to create a positive patient experience, and sincerely regret that yours was not as you had hoped. A treatment plan was presented and signed in addition to a consent once the fillings and impressions were taken. On 11/28/22, you came in for the delivery of your partial, where you signed an Aesthetics Approval Consent stating : "I, ***** ****, have been given the opportunity to view and approve the aesthetics. I understand that after this date, if I change my mind on the aesthetics, I will be charged an additional fee of $100.00 per unit should anything need to be removed or replaced." Since all consents were signed and agreed up, we do not see a reason for a refund at this time.

  Customer Answer

  Date: 12/13/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was presented papers and told to sign there not read to me or anything immature on my part not to read . The real question here is why was I presented papers before they even put the thing in my mouth . Why was I not given time to see . It's whatever I'm just over the whole thing I lost 800 dollars I have learned my lesson i will read everydocument presented to me in the future I will also say no I don't want anything offered that I have not asked for . I will also know better than to trust a physician but to question everything and I will start new with a dentist that has not done me wrong . It's crazy in all these appointments and phone calls they never once let me talk to the dentist or office manager but had a tech or the desk person talk to me over these issues . I have been robbed and failed by this dentist office but none the less have learned and will carry these lessons and this loss with me for the rest of my life . Thank you for your time I am tired of trying to fight for what's right here. 
  
  
  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 12/14/2022

  We do our best to provide patients with the most appropriate treatment, keep them well informed during each step of the treatment process, and recommend the most appropriate therapy to alleviate pain, if needed. We are sorry to hear you were unhappy with your overall experience.

  Customer Answer

  Date: 12/14/2022

  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:12/05/2022

  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.

  The dental practice has turned us over to collections for $457 dollars, despite being paid by insurance company, and despite filing claims with the insurance company for the same services twice. They have not been able to provide an accurate statement of services, and can not explain what the billings are for. They claim they have not been paid by insurance for an item over two years ago, but did not bill for this item until this year, and then after being told they filed under the wrong insured name, and being paid, they're still claiming they need payment. It is impossible to get an answer from their "manager" who can not explain their billing, nor provide an accurate statement of charges. We will also be filing with the Kentucky Department of Insurance for the fraudlent filing of two claims for the same services.

  Business Response

  Date: 12/12/2022

  Thank you for telling us about your experience. We are very sorry to learn about the frustrations with the billing and claims process. After some investigation, it appears that the insurance company initially processed the claim to a different patient’s account without our awareness, and we were not informed once the correction was made. It also appears that a change in the insurance company’s fee schedule influenced a credit available on your account. We have since resolved all issues related to your account and have issued a check for the credit due to you. We make every effort to ensure all claims are processed correctly and sincerely apologize for the frustrations this situation has created. We hope it is now remedied to your satisfaction.
  
  

  Customer Answer

  Date: 12/13/2022

  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.
  
  
  we also expect full corrections to be filed with all four credit bureaus to remove any negative credit impacts from the false filing of collections documents.  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  

  ---

  
  
  
  
  
   
  

• Initial Complaint

  Date:11/16/2022

  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.

  My wife and I have dental work by Mortenson. We both have dental insurance, but we have paid over $8000 in out of pocket. We have a refund balance but for some reason over the past 8 weeks we have been given the run around and cannot get an explanation as to when we will get our refund. District manager was contacted, and we were assured that either a credit to our card or check would be forthcoming. We did not receive either.

  Business Response

  Date: 11/16/2022

  *** ****** we have received your information and want to do some research, but we need some additional information. Can you please advise what office you had treatment in. We have many **** ******* in our system, and not match the address in the complaint. Thanks

• Initial Complaint

  Date:10/28/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Mortenson Family Dental Center Independence Kentucky at 2052 Harris Pike Independence KY 41051-7783 is sending a bill for services rendered 8/17/2022 for x-rays and fillings for an amount above and beyond the agreement limits negotiated by ***** ****** ********** IOW's Mortenson is taking their retail prices, then subtracting the insurance payment of $285.40 less the $44.80 we paid as part of a deductible.
  
  The EOB (Explanation of Benefits)from ***** ****** states Mortenson was paid and that the "Patient Responsibility" is $89.60; this is a legal contractual agreement that Mortenson is ignoring.
  
  I received the first bill, payment request, on 9-20-22, (statement date is 9-15-22) and on 9-22-22 I called Mortenson at ************ and ******* about the issue. ******* stated she would send to the "billing manager" (name unknown) and that they would call if there was a problem. So I thought things were settled and I would receive a "corrected" bill since I did not receive a call.
  
  Next bill came on 10-11-22 (statement date 10-8-22) for the same amount of $586.80; so I called Mortenson again at ************ &spoke with ******* who said she would pass it along to ******** - no follow up.
  
  On 10-24-22 spoke with ********-- same result.
  
  I called first, then went directly to the office w/ EOB on 10-26-22 & was told, by ******** they would have to reverse the first claim (#2208182859952), then resubmit. Why? This confused me since ***** ****** paid the claim & it is not the issue at all. Total frustration.
  
  10-26-22 So I went home and called ***** ****** which confirmed the claim, the proper amounts, and the payment amounts and what I owe, which is the $89.60. The ***** ****** agent ********* ****** ************* ******* called Mortenson & spoke to ********, but told told D********** agent she would pass the info along. HELP!
  
  I agree I owe $89.60. I requested to suspend billing until resolved, since next erroneous bill will be "collections" threat.

  Business Response

  Date: 11/04/2022

  Thank you for sharing your feedback. We're so sorry there have been some processing delays with this insurance claim; however, we believe this situation should now be resolved to your satisfaction. Please do not hesitate to contact us with any additional questions or concerns. We value you as a patient and hope we can serve your dental needs in the future.

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Business Response Quote: "we BELIEVE this situation should now be resolved" - end  Let me know when you know for certain.   My spouse went to the office on 10-31-22 and made a payment of what we owe according to the EOB.  The dental office worker explained the billing/processing corrections had to be done outside of the local office; I think it was the ********** ***  She agreed about what we owe, but she does not make the updates.  They are cooperating, but until we see an updated account balance, then no one can say with certainty this is resolved.  I will update, once we receive the correction with current balance, which should be zero.  Thank you.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/05/2022

  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.

  September 20, 2022
  Charged a prepayment of $3800.00 had prepaid $1430 had *** **** Dental insurance prepaid for future services.
  Changed insurance companies to ***** *****l of *** ****** on Sept. 1, 2022 notified office day of services 9/20/2022
  No explanation of services
  Lied about prepayment distribution of 1430$
  Told me my bill without insurance was $3000 billed for $3800.00
  has not filed a claim with my new dental plan to date, after information was given the same day to them on Sept. 20

  Business Response

  Date: 10/06/2022

  There are not enough details in this complaint to investigate, we need to know what office was visited before we can look farther. Thanks