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Business Profile

Dentist

Refresh Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

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

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Refresh Dental has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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:11/18/2024

      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.
      Husband and I have been going there for dental care for years, then out of no where the last year we received a bill from services dated all the way from 2020 for over 3k then I of course called with questions and they said there is notes on there saying that they took our insurance but then they didn’t. I’ve called and talked to billing multiple times and just get a we will see what we can do with never a returned call. There is notes on the account for all this from what the lady told me. Also, for the one charge on the bill my bridge broke and I was told they changed cement due to this and it was to soon to be able to bill for this so if I paid half out of pocket(which was over 2k ) that it would be ok, just to see it was still sent to the insurance company. This charge was 10/22/21. They keep telling me that I need to call the insurance company and see what they can do and I have and they said there is anything on their end since they kept seeing us with a balance. NOT ONCE WAS WE EVER ASKED TO PAY ON a BALANCE OR THAT WE HAD A BILL! If we did I would of questioned it in 2020 because we would only go for cleaning 2x a year and it covered it all. Just wondering why it took so many years for them to realize that we owed this much money. Also, received a bill for 300 and something and I thought that was like their settlement like a 10% instead of them calling so I paid $150 on it just to get another bill for over 3k again. I just really need answers on what to do when I can’t get a call back and can’t afford to pay this as we have insurance for a reason.

      Business Response

      Date: 11/21/2024

      This issue was a billing oversight. Patient was called on 11-20-2024 and was told that her bill will be credited, that it was a billing oversight and that our office extends its apology. Patient said she didn't mind paying the bill, but she didn't understand what happened. Told patient that she will have a credit regardless, and again apologized for any miscommunication and or inconvenience.

    • Initial Complaint

      Date:12/22/2023

      Type:Customer Service 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.
      The weekend of Dec. 16 & 17 I was having serious toothaches and jaw swelling. Seeing that Refresh Dental claims they're available evenings and for emergencies, which this particular location seems not be, Mon. - Fri. 8- 5.
      I made an appointment, with the soonest available Monday the 18th.
      When I go in and give my name I am told that my appointment time should have never been accepted for 2 reasons. One being the doctor had a surgery scheduled and second their no call, no show policy. If an appointment is not canceled and patient doesn't show, you will no longer be a patient.
      Majority of pain is gone, but almost a week later jaw still has some swelling and can feel tooth scraping tongue. After this fiasco I am reluctant to even see another dentist and just suffer the consequences.
      I give consent to the release of any requested hippa information.

      Business Response

      Date: 01/05/2024

      The weekend of Dec. 16 & 17 I was having serious toothaches and jaw swelling. Seeing that Refresh Dental claims they're available evenings and for emergencies, which this particular location seems not be, Mon. - Fri. 8- 5. I made an appointment, with the soonest available Monday the 18th.

      The patient scheduled this appointment online in a timeslot which should not have been available as the provider was in surgery. As soon as our team saw the appointment, they began calling him to advise of this and to reschedule. As for why the site allowed this appointment to be scheduled, we are working with our IT team to resolve.

      When I go in and give my name I am told that my appointment time should have never been accepted for 2 reasons. One being the doctor had a surgery scheduled and second their no call, no show policy. If an appointment is not canceled and patient doesn't show, you will no longer be a patient.

      This is partially true. For established patients, there is a slight forgiveness of missed appointments. However, Mr. ***** had scheduled an appointment for November 2023 and did not cancel or appear to his appointment.
      Majority of pain is gone, but almost a week later jaw still has some swelling and can feel tooth scraping tongue. After this fiasco I am reluctant to even see another dentist and just suffer the consequences. I give consent to the release of any requested hippa information.


      Mr. ***** has never been seen in our office. If he would like to be seen to have that tooth looked at, he can do so. However, we will not be able to schedule an appointment. He will be on the same day only. Meaning, he should call in the morning and see if they have any openings for that day. He will be seen accordingly. Mr. ***** is also able to contact his insurance company for a list of covered providers in his area who are accepting new patients.

      Customer Answer

      Date: 01/05/2024

      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.

      With my work schedule I cannot just drop things and go, I need an affirmative set time. Refresh Dental in Alliance has lost any future business from my family, friends and some co-workers.

      I have already found a true local dentist, not one of the advertised dental repair shops. No further action is needed.



      Regards,



      **** *****

    Refresh Dental is NOT a BBB Accredited Business.

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