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:05/16/2025

  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.

  Received collection notice for a bill we never received. The collection notice was mailed to our mothers address, which we never lived at. Embarrassing to be an adult and have collection letters sent to your parents. Called the office to inquire. Find out they never had a correct address for **** or I. We started seeing her in 2018, and lived at our current home at that time. We never had an issue receiving any prior bills. They never called to inquire about the bill not being paid. And the never filed with our insurance. They informed me I had to call collection agency to resolve. Since this is in collections, it could be on our credit report, I want this removed, filed with correct insurance, and new bill mailed to the correct address. We will not be paying any late fees or interest fees of any kind.

  Business Response

  Date: 05/20/2025

  ******* has had a good history at our office of setting up payment plans for all his dental care.  I believe this is simply a series of incidences where communication just did not get received.  The person who did our billing back when this happened no longer works at our office.  Here is what I pieced together and hopefully we can reach a fair resolution on this for both parties.  I have attached the statement that was mailed, it appears to match the address from this complaint.  Also, we did call ******* but according to our notes "the call did not go through."  I have attached the payment that insurance made for the 3/12/24 services. It paid more than the pre-auth said it would, so I don't believe the amount was unexpected.  Not sure why a payment plan was not made on the day of the appointment as that is what is typically done.  If we can agree to some type of payment plan going forward I'd be happy to talk to the collection agency service we use to see if they can cancel the case.  

  Customer Answer

  Date: 05/27/2025

  
  
  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.

  I would appreciate a payment plan and your office contacting the collection agency as well. 

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

• Initial Complaint

  Date:03/12/2025

  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.

  I went to this dentist office on 3/11 during my visit they did not provide the services I was expecting. They also told me I needed certain services, and I was told insurance would cover and then when I went to check out, they told me that insurance never covers the test I received. They also wanted me to cover all or half of my bill that day claiming I would get reimbursed from my insurance company. I left thinking I needed a 1000+ dollar cleaning, gum disease and feeling very overwhelmed. After I went to another dentist office because I didn't feel as though everything was accurate. They other office rechecked my teeth and told me I did not have gum disease, insurance almost never covers the cleaning *** ***** recommended unless the case was severe.

  Business Response

  Date: 03/14/2025

  Our office gives treatment plan estimates for every patient as we don't want there to be any surprises.  This patient's insurance is considered out of network with our office so the insurance checks are sent directly to the patient.  For these situations we do still provide our estimated fees, but are not able to estimate what insurance may pay.  If insurance checks are sent to the patient we would then ask for payment the day of the service or arrange a payment plan. 

  ** ***** only provides treatment recommendations that meets the requirements of each dental code service.  Diagnosis between different providers is not uncommon, as there are a variety of philosophies, methods, and technologies involved. We understand dental visits can be overwhelming for some patients and look to always give as much information as needed and use a "co-diagnosis" approach with the patient.

  Business Response

  Date: 04/28/2025

  All of this could have been avoided with an initial conversation.   We do understand it can sometimes be confusing/overwhelming with the amount of information at the first exam. We would have been happy to not charge for the saliva testing if you decided later you didn't want to do it. We were never given the chance to discuss and explain to resolve the situation.  There has been a negative review left that we feel was not warranted.  If the negative Google review is removed we would give the $275 back to Care Credit.  

  Customer Answer

  Date: 04/29/2025

  
  
  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,
  
  
  
  ****** ****