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Business Profile

Business Consultants

Lightwave Dental

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:03/12/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 seen at Modern Family Dentistry (MFD), located at ************************************************************************************, which is part of Lightwave Dental. I received a few different unhappy treatments, but I am not complaining about the unhappy service. I used my health savings account as part of my payment. In June 2024, I paid $1300 with my health savings account and $393 with another card. When I retrieved the itemized receipt at the end of the year to provide for my health savings account, *** realized I had paid for a service I had not received. I told him that I was willing to receive the service even though I was not satisfied with them in order to save the hassle. There is no dispute over the fact that I paid for a service I did not receive. *** provided me with the statement showing it. The problem is that I am unable to get a hold of the office manager, who is the only one who can resolve the issue. She is always unavailable and never calls me back. She did call one time after calling her and leaving messages after three weeks. *** staff and the office manager's voicemail always lie and say they will call me back within one business day or before the end of the day. They always use the same lie, which doesn't happen. I tried calling their corporate office, which is Lightwave Dental, and found out about their shady business practices. *** gave me a phone number to Lightwave to unmonitored voicemail, which provides a few emails, but they are either inaudible or invalid. They consistently showed they don't value my time or money. They don't have the decency to contact me back. I understand *** holding my money only concerns me and not them, but they made it very obvious they don't care for me in any way.

    Business Response

    Date: 03/24/2025

    BBB 
    Dispute Resolution Team 
    ********************************** Floor 
    ********************-3404 

    RE: Complaint ID ********; Sang Lee 

    To Whom it May Concern: 
    Good afternoon. My name is ****** ***** and I am the Practice Manger for Modern Family Dentistry located at **************************************************.  
    I sincerely regret that your experience with Modern Family Dentistry has prompted you to express dissatisfaction. Your feedback and your satisfaction are of utmost importance to me as we strive to provide excellent service and apologize wholeheartedly for falling short of these standards in your experience. 
    As you can see on our phone log (attached) I got a message from my admin on 2/24/2025 @ 2:14pm that you were inquiring about a refund. I do not show any calls thereafter. Anything in yellow highlights reflects us calling you. After receiving this message, I performed an account review on 3/5/2025 and documented that you are in fact due for a true refund. I then processed your refund and sent it to my accounting department on 3/10/2025 so they could issue you a refund check (attached) in the amount of $437.50. I reached out to you by both email (attached) and by phone in which I had to leave a message.  
    Hopefully you should have received your refund check by now. If you have not, you are more than welcome to call me at ************ or by email at ***********************************    
    ****** Fusco 
    Practice Manager of 
    Modern Family Dentistry  
    ***************************;
    **********, ** 23321 
    Office:  ************** 
    *************************** 

Lightwave Dental is NOT a BBB Accredited Business.

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