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Business Profile

Dentist

Perfect Smile Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

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

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Perfect Smile Dental has 11 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 6 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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair 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.
      I traveled one hour from **********, ** to *********, ** for my son to be seen at PS Dental *********. It was raining and there was a lot of traffic on my hour commute there. I called to update them I would be arriving approximately 10 minutes late which they said would be ok. I arrived 14 minutes late, and they refused to see my son and the office manager was EXTREMELY RUDE and CONDESCENDING to me, the last patient before me wasn't even done yet so there was no reason they couldn't see my son for being 4 minutes past the 10 minute late policy. Now my 4 year old son has 4 very deep cavities from their refusal to treat him that day back in March, and will have to get caps now instead of just regular fillings. Absolutely negligence and abuse on the part of this office. ON TOP OF THIS ALL; they are refusing to return my call and request for my son's records/xrays to be seen elsewhere which is further increasing the decay every day that passes that he doesn't get treatment. Talking with an attorney to file a suit against this office manager for her medical negligence.

      Business Response

      Date: 06/02/2025

      In response to the above complaint the mother was told on several occasions on the day of the appointment that if they were late we would have to reschedule the appointment.  ********** has an appointment policy for a reason and we must abide by the policy. When they had arrived they were already 15 minutes late and were told we unfortunately were not going to be able to see the patient and would have to reschedule.  No one in the office was rude or condescending to them.  The mother called and wanted xrays and the office told her we can absolutely do that and to let us know of the dentist she will be going to and we can email them to that office or she can stop into our office and pick them up. We tried to be accomendating to the patient to the best of our abilities.

    • Initial Complaint

      Date:01/10/2025

      Type:Product 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.
      I had my teeth removed on February 6 2024. They had to redo the dentures at least 4 times. I finally got them in November. Now I lost my insurance due to moving and I'm stuck with big bulky dentures that hurt and look bad and will make me have health issues due to poor fitting dentures on my gums and bones. This is unacceptable. I cry daily because I do not look like this and I can't believe this is going on. I hope you don't do this to your family!

      Business Response

      Date: 01/10/2025

      This patient is not a patient in our ******* location. Can you please specify which of our locations this patient was seen? Thank you

      Business Response

      Date: 01/13/2025

      My name is ******* and I'm from Perfect Smiles the (MIdland office). I would like to respond to the complaint that was filed for our office.  I'm sorry to her that this pt is unhappy with her dentures, this is the first that I'm hearing about this.  This is the pt's second set of dentures and we did re- make them for her in September for free.  In October pt came for a wax try in and on this appt is when the pt can make any changes that they would like done before we send them back to the lab for final delivery,  I do have a signed form stating that the pt accepted and approved of her wax try in , in the form it shows that the size, shape ,color, and location of  artificial teeth  were to her approval.  We delivered her final dentures in November and explained to her that with artificial teeth she will need some adjustments made to the denture if sore spots ever arise, but we have not heard from her since she received the final pair.

    • Initial Complaint

      Date:12/02/2024

      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.
      After a series of rescheduling my appointment from July clear into December in order to come up with balance for a dental procedure, I go in for my appointment this morning and my balance has doubled with no prior warning to me whatsoever.They claim the reason was because my insurance company didnt pay what was expected. Furthermore, back in July a receptionist accidentally showed me a self pay option vs insurance. Perfect Smile was charging the insurance company almost double what the self pay would cost and the difference in price for the consumer was only a couple hundred dollars, hardly making dental insurance even worth having.

      Business Response

      Date: 12/12/2024

      This patient is not listed as an active patient for our *************** Please provide which office this patient was seen. 

    • Initial Complaint

      Date:11/14/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 All About Smiles in ********* Pa to have a root canal done on my tooth #6. Dr. *** ** ****** performed the procedure in Late June or Early July of 2024. During the procedure, she continued to force me to wait while she attended to other patients. She did not perform the root canal correctly and I began to have severe pain again in October of 2024. I reached out to her to get a resolution and they did not provide me with one. I am still in severe pain and discomfort and I need them to pay for me to have my root canal retreated by a competent endodontist. My insurance will not cover a retreat.

    • Initial Complaint

      Date:10/21/2024

      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.
      First time I went to facility I waited 2 hours for my appointment Then 10-18-24 I went in for my surgery and I signed a paper that authorized where my prescription was sent to. After the surgery they forgot to send my prescription in. This was a Friday I tried calling, emailing and leaving voicemails and heard nothing back. Monday 10-21-24 I called in and they said the prescription was given to the driver. I did not authorize for that. I signed a paper that it should be sent to *******. The driver never received the prescription. The front office lady told me she should have been a responsible adult and put the blame on the driver. I did not sign do my prescription to get sent to the driver I signed and authorized for it to be sent to *******. The driver does NOT have the papers as I confirmed with her. I went all weekend with pain in my jaw and so swollen I couldnt open my mouth. I went all weekend without any antibiotics, pain medication or mouth wash.

      Business Response

      Date: 10/21/2024

      Hi ********, 

        I am so sorry for the miscommunication that occurred.  I apologize for the wait in office, we were running approximately an hour behind due to unforeseen circumstances. Perfect Smile does have a form that every patient must complete for the electronic prescription system; however, visiting doctor's are not able to access this portal. Furthermore, this is why the office speaks with the driver of any patient that is going under anesthesia, giving them all directions for post-op procedures, prescriptions and a care bag. Unfortunately, Perfect Smile Dental's hours varies on Fridays, therefore when you reached out we were already gone for the day; we did not receive your phone calls nor voicemails until Monday morning. As our voicemail states, after clinical hours are complete, we do ask you to call 911 or visit your local hospital for any and all emergencies, since we do not have a emergency doctor on staff.  

      We do apologize for your inconvenience, it is the office's standard that the Dental Assistants give all patients' drivers their post-operative instructions, care bag and printed paper prescriptions, due to the patient being put under anesthesia. 

    • Initial Complaint

      Date:10/01/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Starting at the end of 2022, and experiencing dental pain I saw various professionals including: TMJ specialist, periodontist, endondist and dentists. The process also included five hours on a Sunday morning from 2 AM - 7 PM at ******************. I coordinated with the Perfect Smile, Swissvale PA dental practice > ****** ********. In her email to me dated March 24, 2023 she indicated worst case scenario, $500 for a tooth. This done March 18, 2024 and she invoiced me $348 which I paid in full. I had not heard from the practice until receiving a statement dated 9/19/24 indicating that I owed an additional $469 for the tooth. Coincidentally, after reaching out to her by email [and having my emails returned] I contacted Perfect Smile and was informed she recently left the practice. I have all of the supporting emails, paid invoices, etc. ************* with its justifiable F rating, should be admonished. I've requested, after providing all supporting documentation, that my account be restored to good standing with a zero balance due. It should be noted that I no longer use this practice.

    • Initial Complaint

      Date:06/11/2024

      Type:Service or Repair 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.
      I had all my teeth extracted December 8th 2023 they did not tell me it would take 8 months to get my dentures when they finally got done with all the different fittings the teeth Did not come together and the gums were 2 different colors. I've been waiting 8 months .July 17th is my next appointment if they don't cancel it because they cancel a lot of appointments at the last minute an hour or 2 before or the night before I would very much like to have my teeth and have them correctly fitting me. They told me 3 to 4 months not 8 months that's way too long what is the problem.

      Business Response

      Date: 06/26/2024

      Patient bite is off. Patient has to start from the beginning in order to get here denture to fit properly. Patient was scheduled with a provider who is no longer with the practice. The new provider patient saw was not happy with the open bite so he decided to start over.  the provider just wants to get a better bite so patoent denture can fit properly. Patient is scheduled to come back for wax try in then patient only has one step left to complete here denture process. 

       

    • Initial Complaint

      Date:05/21/2024

      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.
      This dental office staff did not check the eligibility and coverage of my insurance. Therefore, i was under the assumption that i was covered because they didn't say if i was or not and they did the exam on me without discussing payment matters beforehand. Usually, eligibility and coverage is verified by office staff through the payer's online portal or by calling the toll-free number on the patient's identification card. They did none of this. Prior to this, my coverage was active. But apparently at the time of my exam day, it was not. Had they checked my insurance coverage they would've known my insurance was not active and then i would have had an option to go ahead and get the exam done and pay out of pocket or not. That option was not presented because they did not do their job properly. So now they are demanding i pay out of pocket. What kind of dentist office doesn't verify coverage beforehand and does the exam on their client without notifying the client about payment matters. On top of this, the office staff were extremely unprofessional and made very unprofessional comments.

      Business Response

      Date: 05/24/2024

      Please see attached documents regarding our financial policy and specifically Insurance/Payment Policy that patient signed and dated. Although we try our best to verify insurance prior to patient appointments, we cannot always guarantee this is the case, due to many different circumstances. Patients are responsible for knowing and understanding their insurance and responsible for services rendered not paid by insurance.  We also explain this in a professional manner anytime patients have questions with statements received. We treat all patients with respect. Thank you

    • Initial Complaint

      Date:11/12/2023

      Type:Service or Repair 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.
      ******** ********* Filing this on behalf of my 80 year old dad, ****** ****.
      *** had all of his teeth pulled out sometime around April time frame. Was fitted for a full set of dentures. It is now November and he is still waiting for his dentures. He has lost over 70 pounds because he can't chew without teeth. He just wants his teeth.

      Business Response

      Date: 11/13/2023

      ****** **** got his teeth out in April 2023 as you see on the attched notes provided. We then have to wait until he is healed to start his impressions for his dentures.  06/26/23 is when we did the first impression for his dentures.  We advise the patient that this process can take 4 -5 months start to finish after the impression.  There is approximatley 4 - 5 weeks in between each denture step.  ******'s wax bite was done on 07/24/23.  He was do to come in the end of August and the lab was running late with his case.  Which we called and made him aware of before he drove into our office.  Then he had the wax try in on 09/19/23.  ****** was scheduled to have his dentures delived on 10-23-23.  At that time we only received his lower dentures from the lab.   I did advise he didn't have drive in everyday to get an update.  I told him I will call him as soon as we get the dentures.  We have sent several emails out to our lab pertaining to his dentures.  They told us to send the lower dentures back so the they can process his upper dentures correctly.  I am reaching out to see if I can get a date when they will arrive.  If you look at the dates provided we are still within the 4 -5 months time frame.  If you have any other questions, feel free and let us know. 

       

      Thank you ,

      Christine S******** 

      Office Manager of Erie Perfect Smile Dental

      Customer Answer

      Date: 11/17/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      They advised him that he did not need to drive in every day for updates. He did because they would
      not answer the phone or return messages.
      They advised him that the process would take 4-5 months. It is now 7 months. Several of his early
      appointments were canceled by perfect smile and then rescheduled several weeks later which
      severely delayed the process. He is 80 years old and has lost 70 pounds since this process started.
      Yesterday we went somewhere else and he will have teeth in 10 days.
      We want nothing more to do with Perfect Smile. Cancel everything. Since they failed to provide his
      teeth in a timely manor we want the order canceled, and he will not be paying for something that he did
      not receive.
      The staff was very rude to him when he went into the office to attempt to get a refund. They were
      unhappy about the BBB complaint and said that he should have given them a chance. They had 7
      months. That is more of a chance that I would have given them.

      I would like to have nothing more to do with Perfect Smile.  Cancel my order and bill.  They failed to provide the service in a timely manner so I went somewhere else and will have my teeth in 10 days.




      Regards,

      ******** ********* – daughter of ****** **** 

    • Initial Complaint

      Date:07/21/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 am filing a complaint due to employee hanging up stating she will cancel mine and my children’s appointment that I didn’t ask to be canceled behalf of a miscommunication of my appointment that was scheduled two hours after my children when it was stated our appointments were scheduled together when we’ve been waiting for over a year to get seen

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