Complaints

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

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  Monarch Dental

  6501 Windcrest Dr Ste 100 Plano, TX 75024-3087

• 

  Monarch Dental

  3325 Belt Line Rd Garland, TX 75044-6913

• 

  Monarch Dental

  3303 N. Central Expwy Suite 250 Plano, TX 75023

• 

  Monarch Dental

  5068 W Plano Pkwy STE 156 Plano, TX 75093-4443

• 

  Monarch Dental

  2201 S I 35 E STE L21c Denton, TX 76205-8192

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:03/22/2024

  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.

  This organization has charged a significant amount higher than agreed upon charges. They are not able to provide a correct invoice for payment. The document attached only shows an increase. I have requested on multiple occasions an itemized statement per service. The attached document only shows an increase with a different date of service. I would like to dispute the charges based on the initial information that was provided as well as an itemized statement by service and date performed. The statement will need to show per service not and additional sum added.

  Business Response

  Date: 03/26/2024

  A representative from Monarch Dental - ********** will reach out to the client. 

• Initial Complaint

  Date:01/11/2024

  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.

  On 8/15/2023, a letter was issued indicating a refund was due to ***************************, a patient, who died on 11/14/2022. As the court appointed ************************* (and his sister), I took a certified copy of the death certificate and letter of independent administration issued by the State of Texas, Ellis County, to the Monarch Dental office in **********, Texas where his records indicated a refund was due for $406.20. This amount is due to the Estate of ******* ***********************. They made copies of the documents and told me that the documents would be sent to their corporate headquarters. Follow up telephone calls were made and was told on 1/9/2024 they were waiting on the legal department of their headquarters and that delay was expected because of holidays and to call back in 4 weeks.

  Business Response

  Date: 01/16/2024

  A representative from Monarch Dental ********** will reach out to the client. 

  Customer Answer

  Date: 01/16/2024

  I am rejecting this response because:   The business's response was "A representative from Monarch Dental ********** will reach out to the client." They have yet to discuss this issue with me.

  Business Response

  Date: 01/17/2024

  The office has reached out to the client, left a message and are working to resove the issue. 

  Customer Answer

  Date: 01/25/2024

  I am rejecting this response because I have not heard from the company nor received the refund as requested.

  Customer Answer

  Date: 02/05/2024

  Refund has been received. This complaint can be closed.

• Initial Complaint

  Date:12/21/2023

  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.

  I have received a bill from Monarch Dental for services on 10/20/23. I have not been seen there since July 2022. This bill was obviously filed on the wrong account. I have called repeatedly and left messages for their Business Manager to contact me, but they never return my calls. Im sure this was an honest mistake, but it needs to be corrected. Im 74 years old, live on a fixed income and cannot pay someone elses bill. I have never been able to speak with anyone. Im only given the option to leave a message.

  Business Response

  Date: 01/05/2024

  A representative from Monarch Dental- Arlington/North ******* Street will reach out to the client. 

  Customer Answer

  Date: 01/09/2024

  After calling 5 different phone numbers, I was finally told that the * ******* office is only open on Tue & Thurs. I drove 20 minutes across town to try to speak with someone in person. They informed me that this was a bill from my visit in 2022. They say that my *********** ******** Advantage plan was inactive at the time of my visit. This is totally incorrect. That dental plan was active until I changed to a different ******** Advantage plan for ****. I spoke with ****** who says she will resolve this issue. I await confirmation that the bill has in fact been corrected. 

  Customer Answer

  Date: 01/11/2024

  I am rejecting this response because:   

  After calling 5 different phone numbers, I was finally told that the * ******* office is only open on Tue & Thurs. I drove 20 minutes across town to try to speak with someone in person. They informed me that this was a bill from my visit in 2022. They say that my *********** ******** Advantage plan was inactive at the time of my visit. This is totally incorrect. That dental plan was active until I changed to a different ******** Advantage plan for ****. I spoke with ****** who says she will resolve this issue. I await confirmation that the bill has in fact been corrected. 

  Business Response

  Date: 01/15/2024

  A representative reached out to the client and offered to email/mail her a receipt of the adjustment. 

  Customer Answer

  Date: 01/15/2024

  I have not received a receipt at this time. Please do not close this complaint.

• Initial Complaint

  Date:10/29/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 a deep cleaning at Monarch Dental in ****** Texas 1/16/2023 and got excellent service from ****** I have dental and ***************** through ********** and paid $893 as my copay I called ********** and asked why the bill was much higher than my previous one They said that some procedures of the ones on my proposed services was not put in the claim I requested monarch to resubmit the claim and ********** approved $336 -- I waited for about a month (July 2023) to check with Monarch (I don't think it was *** I spoke with) to see if I can get my refund through *********** The person I spoke with said that they will have "do something" with ********** for me to get my overpaid money back. On Sept 12, I called the office again and spoke to *******. She verified that I indeed have the outstanding refund but she only had 2 days of administrative time per month and that she will on my file on 9/20, her next admin day. Today, Oct 25, I called the office to get an update. another person named *** answered and looked through my files -- she said that there was nothing that she can see , I went ahead and called the central office and spoke to *****. She put me on hold and spoke to Monarch ******. They said that there is nothing regarding my overpayment on my files and asked me to bring the paperwork to their office. I know They have all my paperwork (I attached these to this complaint) I just don't have any more time to go there in person Also on Sept 12. I requested an official receipt of the services rendered to me on Jan16 so I can submit it to my ************** account. ******* confirmed my e mail and said that she will e mail the receipt that day . I ***** have not received the official itemized receipt up to this day.. I checked my Spam mail and made sure it was not there.In short, I need 1) reimbursement of overpayment and 2) Itemized receipt of services rendered on 1/16. I did not want to go through BBB but I was not getting anywhere in dealing with the Monarch ****** office

  Business Response

  Date: 10/30/2023

  A representative from Monarch Dental ****** will reach out to the client. 

  Customer Answer

  Date: 11/05/2023

  I am rejecting this response because:   This has been the response I have been getting since July, 2023.  When I spoke to ******* on Sept 12, she confirmed that I had a refund and that since she only had 2 admin days a month, she will not be able to work on the refund until Sept 20.  I also requested an Itemized official itemized receipt of the services performed in January. 2023 so that I can use my HSA to pay for some of the charges  I was told that I will be getting it by e mail -- I  never got it .   I called 10/20 -- spoke to ***? she said she is not finding anything in my chart.  I spoke to ***** at the Central office.  She called Monarch ******. She said that I that there was nothing outstanding and I have to bring paperwork to them.   I really have to time to do the back and forth.  I take care of patients all day as well as do paperwork on  weekends and evenings.  so I submitted the papers to BBB.    

  My request to Monarch ******:

  1. e mail me an itemized official receipt

  2 Just mail me the check --- the documents are attached to this complaint

  The answer provided by Monarch ****** has been the same answer I have been getting --- and nothing happens

   

   

   

  Customer Answer

  Date: 11/10/2023

  I am running out of time to claim my copay with my health savings account for 2023.  I do not understand why Monarch cannot send me an itemized receipt for services rendered in January.  I may need to contact an enforcement agency so I can be issued an official receipt

  Customer Answer

  Date: 11/20/2023

   

  More Information.

  I got an official receipt from Monarch and went over it with ********** --  It said that I have a zero balance and there was no mention of a refundCust ****************************** tried to help me  -- he will mail Explanation of benefits for my last visit  1/2023 and he evem called the ****** Dental Office  about this discrepancy.  He will  be mailing mai instructions on how to properly file the  2 claims--- one from 2020 and one from 2023 as ******* was all by herself at the front desk and had no time to address  the issue. 

  On 1/16/2023, I paid $ ****** ---  My insurance said that I only owe $206.20.-- so I am owed   $687.00 
   He also looked at my 2/17/2020 --- he said I only owed $115 -- I still have the receipt --- i paid ****** so I am still owed  $136.70

  
  All in all , I am actually owed  $823.70 , much more than the $336 I though they owed me

  This issue is far from resolved

  Business Response

  Date: 11/28/2023

  A representative will reach out to the client with regard to additional concerns. 

  Customer Answer

  Date: 12/02/2023

  I am rejecting this response because: 

  I received a phone call from the business that they are working with my insurance company.   I cannot close this case till I get my refund as I have tried so many times in the past and nothing happened I have lost trust with this businessand will only be satisfied when I get the refund

• Initial Complaint

  Date:09/18/2023

  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.

  I got a upper denture and lower partial denture Monarch Dental and within a year, the upper denture cracked in half. I made an appt to get it repaired which the office said was possible. After talking to the provider, they instead fitted me for new upper denture. I told them that this denture was less than a year old and the office manager told me not to worry about it because the doctor had made a note stating the denture was not repairable. When I first started getting billed, I contacted my insurance and was told that the office billed for a new denture. I contacted the office and talked to ****, the office manager. She told me not to worry about it because in the description, it stated that the dentures was too damaged to be repaired and they would appeal. I never heard back. When I finally stated getting hand written letters from Monarch, I went in. **** said since the insurance company didn't pay the full amount, her doctors didn't work for free and I would have to pay it otherwise the bills will be going to collections. She said they jumpe through hoops for the insurance for them to still deny payment. I talked to ******** and was told that that office should have sent me back to the original office I got my denture made instead of just making another denture since now they are claim now affiliation with them. That is why the payment was being denied. The office manager actually tried to negotiate with my dental insurance a payment for me to pay since the insurance denied payment.My name was in their system meaning they had to have some affiliation. To say or pretend they just made that denture after I paid my copay not knowing that a new denture would not be covered due to non-affiliation or convenience is not professional or customer service. I just want good treatment because I cannot afford bills like this

  Business Response

  Date: 09/25/2023

  A representative from Monarch Dental **************************************** will reach out to the client.

  Customer Answer

  Date: 10/04/2023

  I am rejecting this response because:  Monarch Dental has said before that they will reach out to me or that they will get this issue resolved and that I have nothing to worry about then months later, they started sending me bills to my home. When I went to their office to ask them about them, **** the office manager told me to pay them or they will go to collections. So, I am afraid they will just threatened me again.

  Business Response

  Date: 10/10/2023

  Monarch Dental **************************************** is working with a third party for a possible resolution.

  Customer Answer

  Date: 10/10/2023

  I am rejecting this response because: I am still caught up in their web of "maybe they will and probably they will not." From my past experiences with them, the third party is the collections agency I was threatened with to make me pay this bill. That is what I take this statement to mean. Monarch Dental does not even deal with the Better Business Bureau in fairness. Again, this is just another backdoor threat against me.

• Initial Complaint

  Date:08/30/2023

  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.

  I had been a patient at Monarch Dental in ****** for over 8 years. In the spring of 2023, my dentist saw a few abnormalities that required further attention and referred me to the in-house orthodontist. My teeth were examined, and it was determined that I needed braces. I was a little apprehensive about getting braces and while I was exploring other options clear aligners always came up as an alternative. On June 27, 2023, I had my appointment to get my braces put on and right before the procedure, I asked the orthodontist if clear aligners were an option for me and she said no. Monarch Dental put the braces on and I paid my $2300 out of pocket expense and went on my way. As the days progressed my mouth got sore, I could not sleep, and I developed a headache that would not go away. By Saturday July 1, 2023, I was calling every orthodontist I could find from **************** to *************** to find anyone who could take these braces out of my mouth due to the pain, my anxiety. On Monday July 3, 2023, I was able to find an orthodontist who heard the pain in my voice during a phone consultation and brought me in for an emergency appointment. Before the braces were taken off, they called Monarch Dental to let them know they were removing my braces. At this point Monarch Dental said for me to come back to their office and have them removed and then I could be set up with clear aligners. I denied Monarchs request because after this experience I did not trust them anymore. In mid-August I was contacted by **** who is the Office Manager at the ****** Monarch Dental who apologized for the inconvenience and promised to refund my $2300 because all the work I paid for had not been performed. After two weeks I contacted Monarch and was told the Office Managers boss denied the requested for a $2300 refund because I had signed a contract and they were now penalizing me for the early removal of the braces, and I would only get $800 back, which I have still not received.

  Business Response

  Date: 08/31/2023

  A representative from Monarch Dental will reach out to the client

  Customer Answer

  Date: 08/31/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/17/2023

  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.

  I don't remember the date of the transaction - although the office failed to inform me that they were going to charge me for taking a picture of my mouth and have been since constantly bombarded by mail and phone calls when I clearly mentioned and spoke to someone about disputing the charge. I am not paying $60 something for a service they did not even inform me about. Please either cancel the charges or lower it to a reasonable level. Thank You.

  Business Response

  Date: 08/21/2023

  This matter has been resolved.  

• Initial Complaint

  Date:07/14/2023

  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 received reveal aligners a month ago and had an allergic reaction to my tongue after having them in for 2 days. I called the ortho and was scheduled for an appointment that same day to see the Dr. I advised the Dr. that I would need to get a new treatment plan because of the allergic reaction. The office manager (******) said she would need to contact corporate to see how the return of the aligners would work. I called ****** for 3.5 weeks straight and she was never in the office, nor could anybody help me. On 07/07/23 I called again, was advised ****** wasn't in the office, but corporate said i would need a dr note stating i had an allergic reaction in order to get a refund. The Dr. at the ortho saw the allergic reaction and could simply write the note on my behalf. I dont want to put the aligners back in and risk a chance of a bad reaction just to see a dr and get a note. I have been following up on this matter for a month now and cant get any resolution. I financed the aligners and my credit will be affected if I dont keep making the monthly payments on these aligners. I have requested the district managers email and corporates information, and everyone at the office has refused to provide it to me.

  Business Response

  Date: 07/20/2023

  This matter has been resolved.  

• Initial Complaint

  Date:08/08/2022

  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.

  My first appointment (12/23/2001) (*******, San Antonio, Tx) treated me for a tooth infection and that is when I signed up for the One Smile Dental Plan. Since this purchase covered the visit, a full exam, and reduced the costs of future procedures done at Monarch Dental and I had no insurance, I signed up for a 1-year membership.
  After getting my full exam, I was recommended to get a root canal, which a very gentle Dr. D**** performed. Dr. D**** & his team informed me that the procedure had 2 parts. To wait too long between each part could cause infection to get into the jaw bone and all sorts of health issues, like rotting jaw bone, etc. I am grateful Dr. D**** and his team brought this to my attention (especially considering the permanent damage that could befall the unaware), but in courtesy to the customer, I think that information should have been given by the dentist that recommended it. Not a big deal, but something I noticed that could come off negatively in the eyes of some.
  At Monarch Dental on (2027) ******* (3/1/2022), the second part of the procedure was performed in which the crown was cemented into place. The dentist told me that the crown should last 2-10 years. 2 years if I'm chewing on glass.
  While eating an apple on 8/5/2022, my crown came out.
  I paid $3000 for the procedure for one tooth. The crown came out after 5 months. I will be contacting them and reporting what happens in a future update.I hope this situation is made right because remember what Dr. D**** said about the risks? I doubt if I will ever consider a root canal after this experience.
  On 3/2/2022 I was sent a text message that requested a review. Considering, it was my first time having this procedure so I chose to wait on giving a review so that I could give my confident opinion. The link is no longer active. Makes me wonder if this kind of issue is common there.I will update as the situation progresses.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/08/23) */
  A representative from Monarch Dental will reach out to the client