Complaints

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

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  Dental Depot

  3326 Forest Ln Dallas, TX 75234-7712

• 

  Dental Depot

  1260 W Round Grove Rd Lewisville, TX 75067

• 

  Dental Depot

  5014 Main St The Colony, TX 75056

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  Dental Depot

  26747 E University Dr Aubrey, TX 76227

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  Dental Depot

  2460 Fm 407 Lewisville, TX 75077

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:07/14/2023

  Type:Service or Repair 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.

  3/15/23 initial visit & inspection by hygienist was congratulated on brushing/flossing. Didn't foresee any issues. Dentist inspected & prompted hygienist to find issues. Another lady insisted my gums were bleeding and had disease. Standing behind me with my mouth closed. She insisted on a deep cleaning every 3 months. I said only simple cleaning no other procedures. I only wanted a simple cleaning and no other procedures. Someone came in and had me sign something which is odd bc I'm blind and said so. They said it was just a disclaimer which I asked them to let my daughter ******* and they did not. At least 25xs I said only cleaning no other procedures. Past routine cleanings 2xs a year for 18yrs by previous dentist would have revealed issues prior to this visit.3/22/23 @ follow up visit at least 20xs I said only cleaning no further procedures.3/29/23 First time I called them concerning bill, they were too busy to talk, would call back.Called them 4xs in April they were too busy to talk would call back 7/5/23 called them, too busy to talk, requested a paper statement, would call back. Received an email with illegible billing statement which was returned explaining it couldn't be read.As of this date have not had any call backs or replies.Insurance says there were procedures done not covered under simple cleaning. They thought bc I'm blind that I'm mentally impaired and slow thinking. During the 2 visits, I instructed them at least 45xs just the cleaning, nothing else insurance will not pay for.Insurance would not pay for procedures.Procedures not covered by insurance bc the conditions were not bad enough. The work did not need to be done.I was viewed as a blank check instead of a patient.Multiple attempts to resolve this issue have been rebuffed.

  Business Response

  Date: 07/18/2023

  Hello, 

  I have spoken with the clinical team that conducted care. They feel as though the appointment went differently and are sadden to hear it's made this type of impact. They felt all interactions were pleasant in nature. As I speak on behalf of them regarding this complaint, here is the response that was provided. 

  "Localized SRP on the *** UL, and full quad SRP on the ** were diagnosed due to 4-5mm probing depths, radiographic bone loss, as well as subgingival calculus seen both radiographically as well as intraorally. It was communicated to the patient that we would not be able to perform what he deemed a 'regular cleaning' due to the presence of periodontitis and that subsequent cleanings would need to be completed more frequently after the initial deep cleaning to maintain progression of the disease. Additionally, the patient was asked whether he had had a previous history of perio/deep cleanings in the past and he said yes, which was recorded in the appointment notes. Next, the patient did express that he only wanted to do what insurance covered which we honored by not performing laser after the **** The patient's eligibility for SRP was checked beforehand via his documents which I will attach to this email. The document stated that there was no recent history of SRP and that periodontics should have been covered at 100% which is why we moved forward with the **** The patient was made aware of this as we were very patient and thorough with explaining things to him, especially since he was visually impaired and visiting a new office, our goal was to make him comfortable. "

  I would like to add that after further review of claims and billing, previous history of SRP treatments was not disclosed on the insurance breakdown from the carrier, causing a partial denial of payment. Additionally, it appears the claim was missing attachments when billed to the insurance carrier further hindering payment on services, a narrative and supporting perio charting needs to be resubmitted. The second portion of this should have been caught and corrected by the front office staff before a statement to collect the balance was issued, for that I am very sorry. The manager in this practice has since been let go and we are working diligently to resolve outstanding patient concerns that should have been addressed in a timely manor. We appreciate you standing up for what you believe, and for holding us accountable for billing concerns. This is a moment for us to improve our operations and patient experience. I have written this balance off for you and attached a statement with $0 showing as requested. If you would still like a phone call, I am happy to speak with you. 

  In an effort to ensure you get to compete any needed care, we will not be refile claims that will take away from your yearly *** benefits. We should have caught the errors/submitted the necessary supporting clinical information at the date of service. 

  Thank you, 

  *******

   

   

   

  Customer Answer

  Date: 07/19/2023

  I have reviewed the business response and accept this resolution.  

• Initial Complaint

  Date:02/06/2023

  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.

  My son had wisdom teeth removed on August 5, 2022. Original location was the Aubrey Dental Depot location. Prior to procedure we were informed that payment was due up front and while they would provide all documents to file with medical and dental insurance, they did not file them for their payment. We moved forward with the procedure paying out of pocket. Day of procedure, I asked for the documents needed to file to my insurance. I was not given them on that day. I called the office the following week asking for the papers to file and was told they would look into it. a 2nd call was made and was told to email the treatment coordinator. 1st email was sent to the treatment coordinator on 9/13/2022. Britney Sams emailed back asked for a copy of the insurance card and would send off the papers to the medical insurance that day. Picture of the card confirmed receipt on that same day. No update received by 10/5/2022, so I emailed Britney asking for an update. Brittaney responded same day that claim was filed, and they would let me know. on Oct 10,2022 I logged into my health insurance site and not claim had been submitted. Emailed Brittney again with this information and asked for a copy of the papers and I would file. Britney emailed back the next day saying the claim had been mailed and that can take up to 60 days. She also stated the claim was mailed on Oct 5,2022 and not Sept 13, 2022 as committed. No updates were received. December 22, 2022, I saw the claim was filed and paid over a month prior. Emailed Brittney and she handed me to Marlene Leyva who provided the detail and the refund to expect of $1355.20. No check received, emailed Marlene 1/15/2023. She responded 1/23/2023 that ******* in Aubrey declined the refund due to Dental Ins pending claim. 2/6/2023 still no refund and online all claims show processed by dental carrier with no other payments sent. Call Aubrey office, ******* not available and no one else to speak with. Would have someone call me back within the hour. No callback. 6 months is too long of a time to get this resolved with no proactive action from Dental Depot.

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/02/20) */
  This is a patient of our Aubrey Dental Depot location. The oral surgery procedure/date of service in question was provided in our Dental Depot of The Colony location on August 5th. Yes, we do require payment up front for the specialist that provided care and we collect insurance data to file on the patient's behalf. Claims can not be filed prior to care being rendered, only a predetermination of dental services to see if insurance will cover any out of pocket costs, these are never guarantees of payment. After reviewing our records, I do agree she has been waiting too long for this refund and proper claims management did not occur for her son's treatment. The medical claim filing should have been tracked closer and caught within 30 days of being filed in case medical insurance did not receive what was submitted. This can sometimes occur and we have to mail another claim copy. One issue that was discovered on our side is the refund process was not clearly defined for the patient. Our specialist's team did not understand we file all insurance prior to issuing refunds. In this case, we have 1 claim completed and 1 still out for payment. Had this patient/parent been given an appropriate expectation of claims filing/processing and our refund process, we could have avoided this issue. As of now, we do have a possible refund amount of $440.40 that will be refunded to the original form of payment. Pending the closure of her second claim, that needed the medical EOB and has been accepted as of 02/18/23, we will issue another refund. Internal training will be provided for our team to avoid another issue like this.