Complaints

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

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  Seven Pines Dental Group

  4501 S Laburnum Ave Ste. 540 Henrico, VA 23231-2482

• 

  Seven Pines Dental Group

  43 W Williamsburg Rd Sandston, VA 23150-2040

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:12/04/2024

  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.

  On Sept. 25 2024 I was at Seven Pines Dental ******************* for a routine cleaning and x-rays. I was told I needed cavaties filled. I schedule my fillings for Nov. 6 2025 at 9am. Upon my arrival that I was on time for. They stated I was there for another cleaning and I told them no, I am here for my fillings. I spoke with a woman named ***** and a woman in the office who stated she was the office manager and they told me you are required to get 2 cleanings before fillings. I DO NOT have insurance so I saved this money for each visit. They offered to do the cleaning and fillings in the same day but told me I would have to pay it all up front. I only had the money I saved for the office visit and the fillings. When I was told that I told them I couldn't afford that and told them they could cancel everything. They still made me pay the ****** plus a 50 dollar missed appointment fee. I did not miss the appointment I was there on time. I paid the money so I could leave. They did not give me my receipt. We spoke with the other one of their practices up the road with the same owners and have documentation from the staff that Seven Pines Dental Group does not require 2 cleanings before fillings. My daughter had gotten her fillings done at the office on ************ and they did not give her 2 cleanings. She had her cleaning done a few weeks prior and her second appointment was fillings only and she has the receipt for that as well. If I had insurance, insurance only covers 2 cleanings a year 1 ever 6 months per the other facility. They can not require 2 cleanings before filling as per their response they do not. The office would not waive any expenses and refused to escalate the issue..

  Business Response

  Date: 12/05/2024

  Ms. ***** was seen in our office on 9/25/2024 for a comprehensive exam and x-rays. At that visit it was determined that Ms. ***** needed more than a routine cleaning, she had not been seen in our office or by another dentist since 10/21/2019. What Ms. ***** had done on 9/25/2024 is called a full mouth scale for gingival inflammation.  When this is done it is only a debridement due to so much inflammation, tartar, plaque and/or calculus. Once this is done for any patient, they are seen back in 6 weeks for healing to take place and to determine if they can move forward with a prophylaxis or if they will need more extensive gum therapy (periodontal scaling). We scheduled Ms. ***** for her 6 week follow up with our hygienist and her fillings on the same day.  Ms. ***** stated that she did not want to "have another cleaning done since she just had one". We did explain the importance of this procedure but did tell her we could move forward with just her fillings if that is what she wished to do, we do not force a patient to do any treatment they do not want to have done, we can only recommend what is best for the patient. Once this was discussed she was asked for her payment for the fillings only prior to being seated. This is our office policy for all patients, payment in full or co-pay is due upon check in.  Ms. ***** stated that she was not going to pay, and it was explained that before we could see her, we did need to collect. Ms. ***** was aware of the costs for her fillings as she did sign a treatment plan before she left the office on 9/25/2024.  She refused and demanded to be seen. Again, it was explained that we were more than happy to see her, but the payment was due before being seated. She said that she was not going to keep either appointment, it was then explained that since she was canceling her visits with less than 24-hour notice, leaving a 2-hour opening on our schedule that there would be a $50.00 broken appointment charge for canceling. It should have been $100.00 broken appointment fee as it is $50.00 per hour scheduled with our providers.  This is a very common practice for any dental or medical facility.  This is in our financial policy that was signed by Ms. ***** on 9/25/2024. There will be a refund to her in the amount of $67.00, which is less the $50.00 broken appointment charge. Thank you for your time and consideration. 

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  They did not state they could only do my fillings. They stated they could do the fillings along with the cleaning. My first appointment no one stated a second detailed cleaning was necessary. I would not have only brought the money for the fillings. Also it was not apart of the quote I was given that I have submitted the documentation for. If that was apart of what I had agreed to it would have been on the signed quote from your office. I also have not recieved any refund per my bank statement for 67 or other wise. I signed an estimated for fillings only so yes, that is what I had expected to be done. If i had been told It would be another cleaning and the fillings that's what I would have brought the money for I brought the money based off of the quote of what I would be getting done. I am simply requesting a full refund for my money. Due to the misleading information I was given and have documentation of. If you wanted to charge me for filling and another cleaning that should all have been in my quote so I could make the proper decision as to if I would move forward with the treatment plan.
  
  Regards,
  
  ******* *****
  
  
  
  

  
  

  Business Response

  Date: 12/05/2024

  We have sent over a refund request to our bookkeeper and a check will be sent in the mail for the credit of $67.00. I have attached a copy of the financial policy that clearly states if an appointment is canceled or broken without 24-hour notice that we charge a fee. She will receive her refund within the next week or two by mail. As far as the treatment that she needed everything was discussed in detail just as it is with any of our patients that need to return for treatment. If Ms. ***** was confused or misunderstood what was explained it is her responsibility to let us know so that we can help. Thank you

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This may be your policy but what I signed is what I expected to be charged for. The quote did not give me how much everything would actually be if I'd been made aware of that properly I never would have scheduled the appointment there for it never would have been canceled. What I was paying for should have been itemized correctly on the paper that I signed and it was not. I would appreciate a full refund for the misleading information. I am not looking to take it into courts but if that's what needs to be done we can. I am not in the wrong for expecting to pay for what I was quoted and signed for. If i needed other treatments or more costs added it should have been on the quote. I would not have scheduled the appointment at all if I'd been quoted for everything correctly on that document again there for would have been no cancelation because it would not have been scheduled. Refunding me 67 dollars out of the 116 is not quite enough. I did not recieve any services and again it would not have been scheduled if I had been quoted the correct amount on that document. I signed a quote for 2 fillings and nothing more. Is it apart of the policy to only give partial quotes and mislead clients thinking they can just give you more money for something that was not agreed upon? I signed the document for 2 fillings. You can not charge a cancelation for an appointment i would not have made if given all the facts and proper itemized quote. I am not asking to come back in, i am simply asking for my money that I saved for this appointment because I do not have dental insurance. I woul appreciate it back due to being mislead and being charged for a service I did not recieve. I do not appreciate being taken advantage of. What was on the paper, that I have signed and documented is what I came in for. Not additional procedures or costs. I do not feel like this is an unfair request. Please escalate this in your company if you must but I would appreciate the whole 116 dollars and nothing more from your establishment. I was told when this happened that the 67 had been refunded that's nice but that is not all the money I scraped together for this. I am paying for a misleading itemized quote. I would appreciate the rest of my money back thank you. Again please escalte of you need to. 
  
  Regards,
  
  ******* *****
  
  
  
  
  

• Initial Complaint

  Date:07/22/2024

  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.

  I went to the 7 Pines office on May 20th to get my front crown reinstalled, which they said the would do. Upon arrival they tell me I had a cavity where my crowns were and the wouldnt want to put caps back with the problems I had. I asked them what would it cost? They said $3400 because my old caps would not fit if the fixed the cavities. I said oh no I could not afford that, but I did have *************************** which I had been paying for about 3 years. So I asked them to see what my insurance would pay. The asst ****** and **** Doctor left the room together they came back and both exclaimed What great insurance I had and that I was 100 percent covered. I asked really? Are yall sure they said yes and gave me a paper to sign and they began the work. There was never any mention of any cost to me. I did have $600 I had saved for The procedure, after they said I was covered by insurance I brought a ticket to see my Nw Granddaughter on May 31 in Conneticut. Also on the way out of office the secretary also chimed in with wow you got great insurance. I began to feel like something was going on, and I was right. On June 11th they called to tell me my caps were ready and to bring all monies at the time of service. I asked What monies? I was never told I owed anything, and for these people to lie and connive me I I am highly upset I still have temporary front teeth in my mouth because I REFUSEto go back to that scheming office. I do not trust them and my insurance company paid them $903 for something I did not receive. They are only owed for the fillings. They also made 2 separate crowns which cost about $1400 a piece. I came in with one piece with two teeth together. I am 65 years old on social security I do not have $893 dollars how am I to get my teeth? My nutrition is suffering because I cannot eat everything because the temp teeth will fall out. I am requesting a refund of funds back to my insurance so I can go elsewhere. I dont trust them

  Business Response

  Date: 07/29/2024

  Ms. ********************* was seen in our office on May 21, 2024, due to both crowns on her upper front teeth being off. ************** presented with active decay (infection) on both teeth, therefore her old crowns could not be recemented.  You cannot recement a crown on top of active decay as one it is malpractice and two, she would have ended up with a horrible toothache.  We explained to ************** that she needed to have 2 new crowns made. We offered to do the work the same day she was in as we had time.  Our front office team did secure a breakdown of benefits from her insurance company, and we were told that she had 100% coverage on all services. We also provided ************** with a treatment estimate that she signed while in the office.  On the treatment plan that we have all of our patients sign it is clearly written out on the bottom of the page but above the signature line that "insurance coverage is only an estimation'.  This is also highlighted on all treatment plans before given to the patient.  We did our due diligence in acquiring all the necessary information for her visit.  Insurance is not a guarantee of coverage, and those exact words are told to us during each and every phone call made to ANY insurance company. ************** insurance also allows us to bill for the crowns on prep date, which is when we submitted her claim, we have this documentation as well. Crowns are made separately to fit each tooth, even though she presented with her old crowns attached they were still made to fit each tooth separately, they were not "one" crown. There will be no refund made to her insurance company as we have done the work, prepped her teeth and made her very nice temporaries to wear in the interim until she comes in to have her permanent crowns delivered.  The solution to this issue is for ************** to take care of the balance owed by her according to her insurance company and come in to have us deliver her permanent crowns, ASAP.  Our office has done nothing to warrant this complaint, we were here to take care of ************** and make sure she didn't have any pain with these two decayed teeth.  We would love to get her in and have her permanent crowns delivered.  We followed all protocols to ensure her visit was taken care of properly.  She should be upset with her insurance company, not our office. We are asking that this complaint be deemed inaccurate and removed. Thank you for your time and cooperation in this matter.