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:05/23/2025

  Type:Customer Service 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 have been receiving phone calls, voicemails, and emails from Dental Works personnel trying to collect a debt that I don't have to the company. I've notified staff and provided documentation to them in office at Dental Works in ************. They tell me that its "corporate" people and they are working on removing them. I received a phone call one day and I spoke with them and updated my personal information and had an appointment days after to which I inquired about this $171.73 bill I keep getting. They informed me that I don't have a bill in that amount. My credit card used in the office that day was compromised for 2 Meta VR headsets. I then received email confirmations from travel companies to move, apartment, job, and grad school inquiries, and various other email subscriptions that I never accessed. I continue to receive bills and calls as of 5/21/25. I want the company to take some accountability for having people working for their company activity scamming and stealing peoples identity.

• Initial Complaint

  Date:05/21/2025

  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.

  This dental office is claiming I owe them money for office visits we never made or went to. My 12 year old son went to this dental office on 4/16/2024 & 4/25/2024. We paid with health ****************** card during both appointments. About a few months ago I started getting mail from them saying that I owed them $600 more dollars. When I look at my dental insurance, they paid everything and I was left paying $48 and $141 for the two visits according to insurance. I paid over $500 on credit cards & cash on the days of service. When I talk to the accounting office at this location (5 different times) to resolve this additional $600 bill, they claim my 12 year old son visited their location 2 other times with visits as recent as 01/2025. I told them there is no way he was there as he cannot get there alone and I did not take him. When the accounting person looked into the chart notes for these two additional visits, she says it was for checkups and X-rays but no other information. I think this place is scamming me. They also claim that this bill is now with a debt collector. I do not owe anything else for visits. According to my insurance, they owe me money back as I was overcharged for the 2 visits my son went to. I am not paying anything more. My son only went to two visits and those were paid in full.

• Initial Complaint

  Date:12/20/2024

  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 had implants put in and paid the initial payment in May. The process took about 3 months to complete and in August I made a the final payment for the services performed. There was an issue with the insurance (i had a ******** advantage in addition to my primary dental coverage). this seemed to cause confusion on what provider was responsible for payment. After getting the insurance issue cleared, I reviewed my claims listed on my dental coverage and compared those charges with what I paid to Dental Works and discovered I overpaid. I contacted Dental works and was told they were working on an issue with one of my husbands claims. Apparently they had him listed on my ******** coverage when the card I submitted was only for me. No one in the office can give me a clear answer as to when I will get my refund. Also, the billing statements are very confusing to read. I will be looking for another dentist. In the meantime, I will continue to contact them for my refund - which is about $1,000 !!!

• Initial Complaint

  Date:08/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Long story short. I recieved a bill in the mail for a cleaning. I visited the location to inquire about the bill because when I had the cleaning. I was told I didn't owe anything and the insurance covered it.
  
  They stated the insurance company rejected the claim and I had to pay. Furthermore, they tried to charge me for a rinse when I paid that in full when I received it last year.
  
  This is very shady activity and I believe they are over charging patients. I see other claims of other patients complaining about the same issue. This is a pattern and they need to be investigated.
  
  I would like my bill to be discounted or cleared. I also would like them to clearly state the charges and explain to me why they told me the bill was paid for and now I have to pay.

  Business Response

  Date: 09/09/2024

  attached treatment plan with patients signature stating he is aware of estimated cost of treatment. Called patient and explained that he owed for D4910 (perio maintenance) Explanation of Benefits is also attached. Patient was charged for the rinse. He did receive it. It is part of our take home products after having a root planning and scaling. Nothing was "shady". Everything was in treatment plan that he signed. 

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The date I got my bridge done was 4-3-23. I had recently right before this date I paid my co-pay for getting a crown. I have insurance with Metlife. They at the dental office said I didn't owe anything.
  But later on they said I owe 1502.20 because my insurance didn't pay. My insurance, Metlife, just wants to know when my tooth first came out. I called and told Metlife and they told me to call the dental office and have them put it in a narrative. I did call the dental office, but when she sent it in,
  April, the manager, put through the same narrative as the first narrative that they rejected. I have called them many, many times and my insurance co. Metlife has called them also. April is too busy to call them or me back. Now she has sent me to a collection agency and I am not paying until April sends back in my narrative the right way (what Metlife is asking for). I think Dental Works needs a new manager that cares in doing the right thing.

  Business Response

  Date: 07/10/2024

  patient had bridge done. pt paid her estimated co-pay. When claim went to insurance. insurance wanted additional info regarding the missing tooth that the bridge was replacing. pt said she was not sure when the tooth was extracted. the tooth was not extracted in our office. insurance is denying payment under their missing tooth clause. I had sent the claim numerous times. I had spoke with insurance numerous times as well as the patient. patient is aware she owes the balance due to insurance denying the claim. the patient signs a treatment plan that states the treatment plan is a estimation and pt will owe if insurance does not pay their portion.

  Customer Answer

  Date: 07/16/2024

  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.
  
  
  
  I want April to send in the narrative again, the right way, not a copy of the first one.

  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/16/2024

  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 paid Dentalworks in Feb. 23 for a replacement crown that fell out. I paid my portion of the bill. Now, in December 2023, I received a bill for $783.05. I found out that Dentalworks never sent this to Aetna Insurance. So I called Eatna, they will pay it if Dentalworks submits this. I called them twice, they still havent submitted my bill. Now they have a collections agency sending me bills too. I am very frustrated, I just want this to be taken care of. (They now are a new company, probably why)
  
  Thank you!

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 was a patient at dentalworks in Pleasent Hills, PA. in December of 2022. When I left, I told them I was moving out of state, gave them my forwarding address, and asked if I owed anything because I'd pay it right then. "Nope," I was told, "You are paid in full". About 8 months later, I got a bill for over 200.00. I called and was told that my insurance company had taken care of all but 45.00. I paid the 45.00 to keep my side of the street clean. After a couple of months, I got a new bill for another 245.00 - for what? I don't know...remember, I was "paid in full" when I left. And now, today I opened the mail and the bill has ballooned to 485.60. Please remember, I haven't used these folks in well over a year or so. The date of this statement is 2/5/24.

  Business Response

  Date: 04/16/2024

  I spoke with ***** ******** today. His insurance has correct birth date for him, but when he filled out his new patient paperwork in our office, he put the wrong birth date. I do not have EOB's from insurance with denials in his chart.  We had switched computer systems in 2022. I told him to call the insurance to see if they can send him the denials and I will resend to insurance. They may pay on claims. If not, the balance is his responsibility. 

• Initial Complaint

  Date:01/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Last was a patient in 2022. Account ****** Statement date 01/02/2024. Paid for each visit with a credit card at the time of service. Started receiving bills late last year 2023. Called office was told they had a new manager going through old accounts who was not in office. Left my name and phone number. Never received a call back. I assumed they realized they had made a mistake. Received another bill yesterday 1/11/2024 for services on 12/02/2023 for $1007.31. Called the office again manager was not available left phone number. Told person I had tried calling their billing and was told phone numbers not valid. She said they didn't know how to get in touch with billing either. She said the company just sends out bills.

  Business Response

  Date: 02/07/2024

  We are writing off the balance for Emery due to timely filing. I sent a ticket to our corporate office to proceed with write off. Sorry, for the delay. We have new computer software and are no longer logging into the previous software. 

  Thank you.

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 was provided a temporary crown on 3/28/23 while I waited for the permanent crown to arrive a few weeks later. On this date I paid $391 on a CareCredit credit card for the permanent crown. I did receive the permanent crown. Upon receiving my Explanation of Benefits (EOB) from my Dental Insurance I was overcharged $114. I called multiple times to the Dental Works office and spoke with the Office Manager who informed me that they did receive the EOB and I was indeed overcharged. She would process my credit within a few weeks. It is now been over 4 weeks and I have not received the credit or had a response from the Office Manager. All I'm looking for is a credit to my CareCredit of $114.

  Business Response

  Date: 06/02/2023

  there is a credit on her account of $114.00 I will send an email to get an update on the status of the refund. I told her it takes 4 weeks on the average. We are short staffed, so time might be delayed. Sorry for the inconveince. She will receive her refund.

  Customer Answer

  Date: 06/03/2023

  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.
  
  

  I have been checking my credit card online daily and have yet to receive the credit.  I was informed it could take up to 4 weeks. but that was told that was unlikely. 

  It is disturbing that they are so caviler about returning the overcharged amount, as you have to pay well before you receive the product.  

  
  
  
  
  Regards,
  
  
  ******** ****

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 paid up front for my son's orthodontics treatment at the Pleasant Hills office, which began in July of 2021. His treatment was expected to last approximately two years, but we ended up moving out of state this spring. His last appointment at the Pleasant Hills office was in February 2022. I notified the office staff at that visit that we were moving and needed to make arrangements to transfer treatment to his new orthodontist. It took almost two months (and a number of phone calls from me) for them to send the new office his treatment record--the amount of time that passed caused us to have to reschedule not one but TWO initial appointments with the new provider because they hadn't yet received the records.
  
  As of today (7/29/22), we still haven't received any information about a refund for the unrendered portion of the treatment. My son was only 1/4 of the way through his treatment plan when he transferred, but we paid this practice the full amount. I've called their office perhaps a dozen times to ask about this, and they regularly take my name and number and say they'll call back at some specific time, but they never do. The last time I called, I was finally able to speak to their financial manager, who said that they had been bought out by another company some time around the first of June (almost three months after his treatment there ended) and their assets were temporarily frozen. She said she expected to be able to process our refund "any day now." That was over six weeks ago. I still have neither heard from them nor received a refund. Since we're now paying the new practice for the remainder of his treatment, we're essentially paying double for what is already a fairly significant expense.

  Business Response

  Date: 08/16/2022

  I will check on this. When the patient was moving, our company was being bought out. So,everything was froze at our corporate office until the transaction was complete. I will get an update. 

  Customer Answer

  Date: 08/18/2022

  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.
  

  The response they delivered here is *exactly* the response I’ve been getting for months now. It hasn’t resolved anything yet, and I have no reason to expect that it will now. To say “we will check into it” is very vague. I would at the very least like for them to give me a time frame for when they will make this right.
  
  
  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 08/25/2022

  We are in the process of her refund. Our corporate office will handle this. Sorry for the delay. Our company was bought out and we were frozen.

  Customer Answer

  Date: 08/31/2022

  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.
  

  This is still the same response I've been getting since the beginning. Every time we speak to someone, the matter is deferred to someone higher up and we're left waiting indefinitely to hear back from them. I appreciate that the local office has alerted their corporate office, but it's been five days, and I haven't heard anything at all from that office. It appears that we're still stuck in the same cycle.
  
  
  
  Regards,
  
  
  ***** ********