Complaints

This profile includes complaints for Todd C. Kandl, D.M.D., P.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Todd C. Kandl, D.M.D., P.C. has 2 locations, listed below.

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  Todd C. Kandl, D.M.D., P.C.

  79 S Courtland St Ste 1 East Stroudsburg, PA 18301

• 

  Todd C. Kandl, D.M.D., P.C.

  79 S Courtland St Ste 1 East Stroudsburg, PA 18301-2865

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:06/04/2025

  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.

  Complaint Summary:Misled about insurance coverage, then billed $642 for brief pediatric and adult dental visits. Office failed to verify insurance and gave false assurances.Complaint Details:I was a loyal patient of my previous dentist for over 40 years, never experiencing billing issues. When the new dentist took over, I was clear that Im out-of-network with ****************, have never paid out-of-pocket, and would not start now. I asked multiple times before scheduling whether I would be charged, and was repeatedly assured by staff that there would be no out-of-pocket cost, that they do this all the time, and the claim would be submitted to my insurance.I scheduled routine cleanings for myself and my 9-year-old son, who has been seen every 6 months since age 3 with no dental issues. Ive followed the same schedule for decades. At the appointment, we waited 45 minutes past our scheduled time. The cleanings were routine and brief (approx. 15 minutes), and the dentist was in the room for less than a minute each time.Weeks later, I received a bill for $642. When I contacted the office, they admitted they were unfamiliar with ***************** policies/plans and had been unprepared for the volume of patients after taking over. They said theyre being more careful now, but this does not resolve the impact on patients who were misled.This was a preventable situation. I was transparent about my coverage. The office failed to verify insurance, gave me false information, and placed the financial burden of their inexperience on me. This is unprofessional and unethical.I am requesting the immediate cancellation of the $642 charge, and assurance that corrective measures will be implemented to prevent this from happening to others.

  Business Response

  Date: 06/25/2025

  To Whom It May Concern,
  
  Thank you for the opportunity to respond to the recent complaint submitted by ********* *****. We value feedback from all patients and take their concerns seriously as we continuously strive to improve our practice.
  We regret that this patient feels misled regarding insurance billing and out-of-pocket costs. When the transition of ownership occurred, our team worked diligently to maintain continuity of care and assist patients with navigating their insurance, but we acknowledge that out-of-network coverage can be complex and sometimes misunderstood.
  In this case, the patient advised us of their United Concordia coverage, and our staff based on previous experience believed the services could be submitted without incurring out-of-pocket expenses. However,as we are not contracted with ****************, reimbursement decisions are ultimately made by the insurance provider, and we do not control how claims are processed or denied.
  We sincerely apologize for any confusion or inconvenience this caused, especially given the patients long-standing relationship with the prior dentist. Since that time, we have implemented new procedures to ensure more precise communication regarding insurance limitations and patient responsibility, particularly for out-of-network plans.
  As a gesture of goodwill and in recognition of the patients concerns, we have processed a full refund of the $200 payment previously made and have written off the remaining $181 balance. This clears the account entirely, and no further action is required from the patient.
  We appreciate the opportunity to resolve this matter amicably and remain committed to ensuring a more transparent and positive experience for all of our patients moving forward.
  
  Sincerely,
  **** C Kandl DMD
  
  **** C Kandl DMD PC
  *****************************
  ***************************** 18301
  ************

  Customer Answer

  Date: 06/30/2025

  I am writing to provide an update regarding the recent complaint I filed against Kandl Dental.
  I am pleased to report that the dentist has taken full responsibility for the situation. They refunded the $200 I was charged and have wiped out all outstanding charges related to the visits in question.
  
  
  I sincerely appreciate that the office ultimately chose to do the right thing. Their corrective action reflects accountability and professionalism, and I am satisfied with the outcome.
  
  
  Thank you to the BBB for providing a platform to help facilitate transparency and resolution. I consider this matter resolved and appreciate your support throughout the process.
  Thank you,
  ********* Fagan 

  Customer Answer

  Date: 07/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********* *****