Complaints

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:06/08/2025

  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.

  1st appt: After getting two crowns from Arsenal Modern Dentistry, I began to have severe ******** and tension headaches. My bite was severely off; one of the crowns was not the appropriate height, and it was causing all sorts of problems. I had to massage my jaw every chance I got, and I had to take ***** a few times a day to stave off the pain. 2nd appt: The dentist cannot get my bite right after multiple attempts, and it took two hours to remove the crown and get another one made. They charged me nearly $2k for two zirconium crowns - the 2nd attemp crown is not zirconium, and I suspect the second 1st attempt crown is not either. The worst part is, my bite is even more off now with the 2nd attempt crown. The tension headaches and ******** continue, and the Office just recently (after 4 months) refunded the cost difference between the crown materials, which isn't even an accurate reflection of the cost difference between the two materials (the original was to be sent out to a lab for the zirconium, and the 2nd attempt crown was a cheap one made in their in-house lab). I also suspect the #2 crown they gave me is not zirconium. After 4 months, it still feels gritty (not smooth, unlike my other years-old, pre-existing zirconium crowns); it feels more like a temp crown they made in-house. It makes food taste weird and changes the texture of anything I eat. My mouth just doesn't feel like my own anymore. I'm sure it is made of the cheap materials they use in their own lab on-site, but they charged me the full zirconium price and then some. I have reached out multiple times for a full refund, because I have to go to another practice to correct their subpar work and get my bite to align again. They won't respond. This practice promises innovation with their high-tech devices and machines, but the clinicians are all rookies and need at least 5 add'l years of practice before they should be allowed to go near real people and their mouths.

  Business Response

  Date: 06/18/2025

  June 17,
  2025
  
  
  BBB
  serving Eastern Massachusetts, Maine, Rhode Island and Vermont
  5 Mt.
  Royal Ave. Suite 100
  Marlborough, MA 01752-1927
  
  RE: JO KIM                                                                                           COMPLAINT # 23442124
  
  Dear BBB,
  
  This
  letter is in response to your correspondence dated June 9, 2025, regarding Jo
  Kim. 
  
  Excellent
  patient care is important to us here at Arsenal Modern Dentistry and we strive
  to ensure our patients are happy with all aspects of treatment.  It is disheartening to hear that Mr. Kim’s is
  dissatisfied with the services he received; however, we believe that all
  treatment administered was within the clinical standard of care. 
  
  On January
  16, 2025, Ms. Kim was seen in our office for zirconia crowns on tooth numbers 5 and 19.  She returned on March 5, 2025, and was unhappy
  with the fit of the crown on tooth number 19. 
  She stated she felt the crown was "too low" and that the
  premolar in front of it was taking too much force. We informed her that the lab
  fabricated the crown based on her original bite/occlusion, and that having too
  much force delivered on a crown is less than ideal. Ms. Kim was shown her
  digital scan with the occlusal forces to illustrate that before the original
  crown was cemented. Her premolars on both right and left sides absorbed a HIGH
  level of occlusion, significantly more so compared to her left and right
  molars. Ms. Kim requested that a new porcelain crown be made in the office for
  the sake of convenience. A new crown was made in the office, and again, the AI
  model fabricated the crown with "low(er)" occlusion; occlusion was therefor
  manually adjusted to be higher prior to the actual crown fabrication.
  
  When we learned that Ms.
  Kim was still not happy with her crowns, in the spirit of goodwill and
  compromise, we issued a full refund for both crowns.  
  
  We
  hope this information is helpful.  Please
  do not hesitate to contact us should you have any additional questions
  regarding this matter.
  
  
  Respectfully,
  Arsenal
  Modern Dentistry
  

• Initial Complaint

  Date:06/26/2024

  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.

  After Attending this relatively new Dentist Practice for the first time, they notified me that I would need to have an advanced cavity filling and additional laser removal + night guard that would cost me an additional $1000 on top of insurance. After expressing that I was not expecting this much, they offered me the option for a "payment plan." After they proceeded to do the procedure the morning of the appointment (which was not needed in the opinions of other dentists I have contacted / they were merely up charging me in a predatory way). They proceeded to walk me to the front desk to get set up for the "payment plan." They proceeded to ask me for a Social to approve me. After I gave it to them, he notified me that I was accepted for the Credit Card. I was in shock....they never ever mentioned it being a credit card!! I left fuming and later called that day asking for it to be canceled. The notified me that it would be but about a couple weeks later my credit score dropped 70 points!! They never canceled the card. I called back and told them to take care of it ASAP. I have seen the same sort of practice of up selling and strange practices on ****** review.