Complaints

This profile includes complaints for Spark Orthodontics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Spark Orthodontics has 9 locations, listed below.

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  Spark Orthodontics

  3076 Schoenersville Rd Bethlehem, PA 18017-2210

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  Spark Orthodontics

  5021 Route 873 Schnecksville, PA 18078-2213

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  Spark Orthodontics

  1380A Harrisburg Pike Lancaster, PA 17601-2613

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  Spark Orthodontics

  232 B Mill St Danville, PA 17821-1965

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  Spark Orthodontics

  103 E Main St Schuykl Havn, PA 17972-1240

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:07/26/2023

  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.

  I spoke with Spark Orhodontics a few months back in regards to payments and billing issues. I was told by the lady I spoke with she would look into the account and call me back. I also asked for a copy of my payments. I never received this. From then to now, I’ve dealt with multiple hospitalizations of both my children and I. I called Spark Ortho on 07/24/2023 and left them a message to call me about my bill and insurance. (This was in the morning) They proceeded to call me back at the end of the day and tell me they sent my account to collections that same day. They easily could have called me back prior then the end of the day. I advised them of my situation, and they responded with “they’ve called” and were also hesitant to take my insurance. They have never once provided me with receipts or invoices of my payments or tried to contact me any other way. They refused me service until I had other dental work completed, (which took months and months to get into), but still expected me to pay for services I wasn’t receiving/refused. This process was to take 2 years, and I’m not even close to being done with treatment. Probably have another 2 years. The fact they have not sent me any letters, invoices, etc; for my records is not okay. If my children had gotten a letter in the mail, they could have at least called and updated. When I did call, they didn’t call me back until after they sent me to collections, To refuse treatment, is not okay. We pay for a service, we expect to receive. Especially when I’ve paid well over $4000 out of the $6000 total bill. I want physical copies of my payments mailed to me as requested before, as well as receipt of any payment/future payments mailed to me. I do in fact owe money, which I had/have every intention on paying, but they sent me to collections before returning my phone call or even answering the phone. No other form of communication was attempted. NONE. Written communications are needed as well as receipts of payments.

  Customer Answer

  Date: 08/26/2023

  This company tried to bill my insurance recently for $6000. 
  
  This was after they told me no payments could be made because they sent an $1000 balance to collections. (This was the same day I called to take care of the bill, but instead of calling me back they sent me to collections, I had to again call them to speak with someone, due to no response).
  
  Seeing as I have already paid over $4000 (not sure of the exact amount seeing as they have yet to send me receipts, ever give me one, or contact me since this claim, I’m going off what the lady in billing told me I’ve paid), trying to bill my insurance for an amount that isn’t owed, doesn’t seem ethical, and trying to bill an amount when I was told I couldn’t pay it makes no sense.
  
  My insurance denied the claim and sent me a letter. They denied due to age factors. Thankfully they denied, because $6000 isn’t what was owed.
  
  I’m confused as to why I wasn’t able to pay the balance to them, but they’re able to try and bill insurance for an amount that is incorrect.
  
  I was also told I would hear from collections within 2 weeks of the last time I spoke with them. I never heard from collections, nor have I received anything in the mail.
  
  I am uncomfortable in reaching out to this business until this matter is resolved. I’ve been told so many different things, that I’m not to sure what to believe, and I am just confused.
  
  I simply want receipts and documentation of all my payments and now I am requesting the name of the Collections Company so I can resolve this matter with them as well, so I can continue my care that I’ve already paid thousands for.
  
  This process was supposed to take 18 months to 2 years, I have another year or two to go and that simply is just not right. The longer I go without a retainer, due to my dental work being done, the more my progress previously made, regresses. The added time of treatment has nothing to do with the bill, but more so because of the refusal of allowing me to do treatment while awaiting on dental work. Treatment could have continued during those months, and when the dental work was finally done, adjustments could have been made.
  
  I did notice on my call log and visual voicemail they called me a couple days prior to sending me to collections to “schedule an appointment”, except they couldn’t have been calling to schedule an appointment because I was told that the balance had to be up to date. I was told this previously when I was behind roughly $300. I was told the balance would need to be paid when I come in.
  
  I’m not disputing the balance, I’m disputing the intent and quality of customer service, communication, and professionalism.

• Initial Complaint

  Date:10/05/2022

  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.

  This orthodontist submitted the wrong claim to my insurance and then refused to remove my child's braces. In order for my child to go to boot camp, he needed his braces removed which were done by another office. I have asked for the price of the removal to be removed from the balance and they would not remove it. It was then sent to collections. The insurance claim should have been for a 12mo plan instead it was submitted by spark for a 24mo plan of care. This led to the insurance company not covering as much money. Once the claim was submitted correctly to the insurance company well after they sent this to collections they refused to remove the charge for the braces removal.

• Initial Complaint

  Date:05/17/2022

  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.

  On March 12, 2019 Spark Orthodontics fraudulently collected payment from my dental insurance provider in the amount of $500.00 for treatment that was no longer provided. I received orthodontic treatment in March 2018 and treatment ended prior to January 1, 2019. I spoke to my insurance and they informed me to contact Spark Orthodontics regarding this matter because of the length time that has passed. I went for orthodontic treatment this April 2022 and was told I have no more life time benefit left with Delta Dental and I should have had $500.00 of my $1000.00 benefit. Records indicated Spark received the payment in March 2019 and instead of being honest about my no longer being in treatment there and all treatment was stopped, they kept the money. I called Spark today and the receptionist was attempting to make excuses and blame Delta Dental. I requested twice to speak with the Billing Department and the individual claimed they couldn't take the call, but they were able to instant/google message the receptionist, Samantha. I am requesting $500.00 be refunded to my insurance as it is not my fault they committed fraud and kept money they should not have. I was not aware I needed to check claims every day due to this matter occurring. I understand 3 years have passed, but this is not ethical in anyway that this provider can collect money for an individual who was no longer a patient there.