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:03/02/2025

  Type:Billing 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.

  I am writing to file a formal complaint against **Dentistry at Suburban Square**, located at **Suburban Square**, for misleading practices related to Invisalign services.**Background of the Complaint:**On **January 16th**, I visited **Dentistry at Suburban Square** for a free consultation regarding Invisalign treatment. During the consultation, I was informed that I was a suitable candidate for Invisalign and was encouraged to proceed with the treatment. The dentist and their staff provided details about the cost and expected results, which influenced my decision to move forward.However, I ultimately decided to **cancel the treatment before receiving any trays**, shortly after the consultation. Despite this, I later discovered that:- I was charged **$4,300** for services I did not receive.- I was misled about the nature of the commitment I was making when I agreed to proceed, and the costs involved were not properly explained during the consultation.- When I attempted to address these issues with the practice, my concerns were not satisfactorily ************ a result, I feel that I was misled into proceeding with the treatment and subsequently charged for services that were not provided.**Requested Resolution:**I would appreciate your assistance in resolving this matter by either refunding the charge of **$4,300** or addressing the deceptive practices I encountered. I have attached copies of relevant documents, including receipts and communication with the practice, to support my claim.Thank you for your time and attention to this matter. I look forward to a swift and fair resolution.

• Initial Complaint

  Date:04/27/2023

  Type:Billing 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.

  Everything started when I had a cleaning done, and the dentist recommended having a crown and two filings. They provided me in advance with the cost of the crown, which was $1800. In addition, they advised that my dental insurance would cover the filings. I paid for the crown before the procedure, as they required. After they installed the crown and got the filings done, the front desk advised me that the filings would cost $253.50. I was surprised the insurance didn't cover the filings, but I paid what the front desk representative indicated. At that time, the front desk representative also advised me that I would be getting checks from the insurance and that I should bring them to the office. On 4/25/23, I brought to the dental office two checks that I had received from the insurance company. At that time, a front desk representative took the checks and advised me that I might owe them more money, but they will call me back later. On 4/27/23, the dental office called me back, indicating that I owed them an additional $160 or $190 for the filings. This time I asked to speak to the office manager. The front desk representative forwarded my call to ***** in the dental office to discuss my concerns. I advised her that initially, I was told that the insurance would cover my filing. More importantly, at no point was I advised that I would have to pay money for the filings and the costs of filings. Also, I advised ***** that I paid $253.50, and they received over $100 from my insurance. Finally, I stated that the office or the Dr. should have advised me about the cost of the filings, similar to the notice about the cost of the crown, so I could decide if I had the funds to proceed. In response, ***** stated that it is not the responsibility of the dental office to advise patients about the price, but it is the consumers responsibility to ask about the price of the procedure. Finally, she stated that the balance would be placed on collection and hung up.

• Initial Complaint

  Date:03/08/2023

  Type:Product 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.

  My son went to get ********** treatment from Dr. ******* and we chose Dr. ******* because he gave a huge discount. However, I never saw Dr. ******* in person, and in each appointment ( my son went there 3 times), Dr. ******* talked to my son for only a few seconds and his staff took over the treatment. At his last appointment on March 2, 2023, I clearly expressed that I needed to see Dr. ******* to talk about my son, but Dr, ******* refused to talk to me. The next day, my son started to feel extreme pain and we figured out that this was because the staff who treated him told him to keep the ********** on 24 hours a day even when he eats. I googled it and found out that it is EXTREMELY DANGEROUS to keep ********** while eating. We lost trust, especially after the awful and disrespectful treatment we experienced at Dr. *******'s office. I called the doctor's office to have a respectful civilized discussion but when I just started talking in my usual calm and kind voice, his staff started yelling at me and told me to not yell at them. They recorded the phone conversation and talked about awful things that are untrue about me in order to have the phone recording to play at the court. Instead of having a discussion, they spent the call accusing me of things I never did then they hung up. For me, my son's health is more important than all the money in the world. I took him to another orthodontist ( please note Dr. ******* is just a dentist), and the orthodontist asked for medical records, and Dr. *******'s signature on the transfer form so he could provide me with a little discount. I lost money at Dr. *******'s office because he refused to refund me, so I thought there is nothing wrong about asking him to sign a transfer, but then when I called him, he again started screaming, insulting me as if I was lying to get money. This is a tactic from him to refuse to take accountability. We can't see him anymore because he is abusive and dangerous.

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service 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.

  ****************** is the dentist that I wanted to get Invisalign from as he promised he could fix my underbite. Turns out, he cannot fix my underbite unless he leaves me with 2 gaps on each side of my mouth. I'm unable to do this treatment because I have a prosthetic heart valve, per my cardiologist this is very high risk. I have reached out to ****************** about 5 times now. The first time was 15 minutes after agreeing to the plan which I didn't know I was not a safe candidate for. They told me he would call me the following day. I never heard back from them so I called again of which I was again denied a conversation with the doctor. A day later a woman named ***** from his ****** (accountant) called me and said that she cancelled the order with Invisalign, but that I was still on the hook for the $3,700 treatment plan with ****** (the payment company). I called ****** *************) and they confirmed that they can cancel the payment plan if the doctor calls them to confirm and cancel with them. I then called the doctor's ****** again and again he could not speak with me. It has been over a week now of ****************** not calling me and his staff telling me there is "nothing they can do." If I could speak to ******************, perhaps there is a plan for Invisalign that I qualify for? or perhaps he would kindly cancel the contract? However, he refuses to call me, avoids my calls, and the staff tells me there is nothing I can do. Therefore, I am asking for help in getting ****************** to cancel my payment plan with ******. I understand that what I've payed ($250 deposit/$157 first month payment) may be nonrefundable, but I want him to cancel the plan as not only do I no longer trust him as a provider for recommending something dangerous for me, he has been avoiding my call trying to solve this (poor patient care), he cannot safely do what he promised me to do while also not calling me to offer me other options. I'm filing a complaint with the state dentistry board now as well.