Complaints

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

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  ForwardDental

  N114W18770 Clinton Dr. Suite 110 Kewaskum, WI 53040

• 

  ForwardDental

  7040 N Port Washington Rd Milwaukee, WI 53217-3838

• 

  ForwardDental

  5100 W Forest Home Ave Milwaukee, WI 53219-4527

• 

  ForwardDental

  15680 W Capitol Dr Brookfield, WI 53005-2221

• 

  ForwardDental

  7979 N Sherman Blvd Milwaukee, WI 53209-1707

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:06/11/2025

  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 daughter had a cleaning and crown done at Forward Dental in ******. They are an in network provider for my insurance company Delta Dental. However, we were surprised to find the charges billed exceeded the contracted rates agreed upon with Delta Dental. Despite payments already being made by both my daughter and the insurance company, the office continued to demand additional payments that, according to our records are not owed. In fact, Forward Dental owes my daughter money in the amount of $406.50. I have tried to call 3 times in the last week and they say they will look into it and have billing call me back. No one ever calls me back. When I called and asked directly for the billing department, I was told they do not have a billing department and the office staff handles billing. I believe what they are doing is balance billing and I believe it is illegal.

  Business Response

  Date: 06/11/2025

  Each practice does handle their own billing, but I will have the manager review and get back to me.

• Initial Complaint

  Date:04/21/2025

  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.

  On 12/4/2024 I was fitted for a partial. They billed my dental insurance, Delta Dental $1,494.00. Delta Dental paid them $690.00 and Forward dental was supposed to take the contractual adjustment of $344.00. I would owe $460.00. I have another dental insurance, Physicians Mutual. Physicians Mutual just paid $1,088.50. I should be receiving a refund of ******. I talked to Kiki in the billing department. She said I have a credit balance of $27.00. I told her they have to take the adjustment Delta dental said. She said no they do not. A -representative for Delta dental called Kiki and told her they are required to take the contractual adjustment. Kiki refuses. Something is terribly wrong here. I should have a credit of $628.50. She told me last week the office manager would call me. Today is April 17, 2025 and I have not received a call from the office manager.

  Business Response

  Date: 04/21/2025

  Thank you for bringing the matter to our attention.  I will have the Practice Manager connect with you.  

• Initial Complaint

  Date:03/03/2025

  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 had went into Forward Dental in ********** on December 3 for a cavity filling, and I had no prior pain before after getting the filling I started to have excruciating pain in my mouth and then went in for an emergency appointment to make sure everything was OK with my teeth and turns out I now need a root canal after the malpractice was performed on me. I had no pain or issues with any of my teeth before going to forward dental and now that Ive had this botched filling, I have to pay out-of-pocket for a root canal that was never needed in the first place. Im forever Scared. I also had pictures of my x-rays and the teeth next to the field cavity is also filled cavity and doesnt go nearly as deep as the one I now need a root canal on.

  Business Response

  Date: 03/10/2025

  Referencing Case #********
  In regards to the complaint filed for Case #******** we value our patients and the care we provide for them, and we take our patient concerns and complaints very seriously. 
  We can confirm that we provided treatment as stated in this complaint. Upon review of clinical notes from the treating provider, prior to the beginning of this treatment, the risks and benefits of the treatment were reviewed with the patient.  A financial treatment plan along with informed consent to treat were also presented and signed by the patient. It was further documented in the clinical notes that the treatment was completed without complication.
  Unfortunately, we were not made aware of this issue as this patient sought follow-up care at nearby location which prevented us from promptly addressing and rectifying this situation. Had we been made aware of this situation we would have gladly addressed these issues to ensure the satisfaction and well-being of this patient.
  We strive to serve each of our patients with the highest quality dental care experience possible and take pride in committing to each patients oral health. 

• Initial Complaint

  Date:02/19/2025

  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.

  Hello, I am filing a complaint against forward dental Brookfield because I am starting to feel like I am being harassed by the manager. The last time I called to schedule an appointment for my child he was relaying messages to the receptionist to ask me to close a complaint before he scheduled my appointment and I did that. This Time I took my 2 children to their appointment and upon leaving he pops up at the counter while I am scheduling my child's next appointment and says that I have to pay a past due balance in wich I was unaware of. He has done this before and I have never seen anyone else chased down like that in a dentist office and I feel like it is retaliation from the first complaint that I had to file due to my son ending up in the emergency room because of the incorrect refferal that they had sent out. I am reaching out to resolve this harassment by staff/Manager so that I can attend my next appointment without being chased by the manager. After looking through some if the complaints against the business I see that they may charge you out of pocket based on demographics and I don't feel that this is appropriate for a business.

  Business Response

  Date: 02/19/2025

  I am sorry to hear about your experience.  I will have the Regional Manager reach out to you directly to discuss.  Thank you.

  Customer Answer

  Date: 02/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:12/20/2024

  Type:Product 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.

  Hello I am reaching out to hopefully get the proper refferal for my 11 year old son to have his other root canal done. I have reached out to Forward Dental in ********** as well as Advanced Dental Specialists in ********** but I have not heard anything back. I have not received the appropriate paperwork from forward to move forward with the root canal. advanced dental specialists said that they would reach out to forward to speed up the process but I have not heard anything from either. My son is in the hospital now with a large abcess and has to be admitted due to the infected tooth

  Business Response

  Date: 01/28/2025

  Our records indicate this has been resolved.  Can you expand on what it is you need on your end for it to be resolved please?  Thanks.

  Customer Answer

  Date: 01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:11/27/2024

  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.

  In February of 2024, I was encouraged to have a root scaling procedure done, due to having periodontal disease based on my hygienists observations of my X-rays and pocket numbers. I was 28 years old, and the dentist spent about 30 seconds with me and also concluded without doing any real exam. At check out, this was scheduled, and I was assured that this was covered by my insurance, and they had already checked. When I returned to have the procedure done, I was surprised by a $180 bill, and was told that this was my copay and they had already checked with my insurance and was assured that the rest of the balance was covered by my policy. Now, 9 months later (November 2024), I was emailed that I still owe $448 and that my insurance didnt cover any of it. I called Delta Dental, and they notified me that this is a common dental scam, and that large dental offices will sometimes encourage young patients that they need scaling done, but that the insurance company denied it because after reviewing my case, it was not necessary or indicated based on my X-rays and pocket sizes. It turns out that Forward Dental never received prior authorization from my insurance that this would actually be covered for my case, and simply saw that it was a procedure that COULD be covered. Apparently they disputed it with my insurance twice, but it was denied because it was not indicated for me. I was made to feel like this was an emergency procedure and that if I wouldnt get it done ASAP, it would have serious consequences on my health. They are refusing to take off the balance of my bill, stating I signed that my portion of $180 was only an estimate. I would like to see an itemized bill of charge, and would also like this balance to be reduced as it was verbally assured to me that my insurance covered it before the procedure was performed. If I would have known it wouldnt have been covered, I would not have consented to the procedure and would have gotten a second opinion.

  Business Response

  Date: 11/29/2024

  Thank you for your inquiry.  I am reaching out to the Practice Manager to learn more about your situation.  Due to the holiday weekend, I or a representative from the practice may not get a formal response to you until next week.  Please check your personal e-mail for that communication to ensure HIPAA privacy.  

• Initial Complaint

  Date:10/23/2024

  Type:Product 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.

  Dental work performed 6/4/2024, paid estimated out of pocket expense of $2255.30 out of the total of $4470.00 at the time of service. After insurance eligible expense of $2076.00, less $250.00 deductible and less the insurance benefit payment of $1643.40 paid by the insurance on 7/1/2024, the actual amount owed by the patient was $432.60. The dentist office owes a refund to the patient of $1822.70. The dental office was contacted first in July 2024, and refund was supposed have been sent at that time. As of 9/3/2024 no refund has been received and 2 phone calls were placed to dental office 9/3/2024, no check has been sent at that point and again was told refund would be sent out, on 10/9/2024 another call was placed because no refund was received and again were told the refund would be sent out and a return phone call would be received by the office manager, as of today no refund has been received and no phones have been received from the dental office.

  Business Response

  Date: 10/23/2024

  Our apologies.  It was unclear which practice was required to be contacted.  We have identified and notified the point of contact to reach out to you.  Thanks!

  Customer Answer

  Date: 10/23/2024

  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.
  
  [Please type your response here.

  I provided the correct contact information for the facility that provided the services. I have reached out and have spoken to that facility/provider on numerous occasions and have not received any response. I believe that  provider office has a refund statement that refunds would be processed within 14 days as long as there was no further follow up appointments, it has since been over 4 months. I have done my due diligence to resolve this matter and have requested the owed refund with each one of my contacts and conversations with that facility/provider. As of today i have not received a refund nor a phone call. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 10/24/2024

  Again, apologies.  The BBB sent the complaint to our Glendale location's address, your address indicated a city that we have a practice in but is not the source of this issue, and the actual site (not listed in the complaint) is a 3rd location which I have now tracked down and spoken to the manager who is working on this issue now.  We do not have check writing authority at the practice level and are working with the support team to address your concerns.  I understand your frustration and can only re-iterate that we are sorry you are dissatisfied and are working on resolution.  

  Customer Answer

  Date: 10/24/2024

  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.
  
  [Please type your response here.]
  Due to a history of the business not responding to my many attempts to resolve this matter and being told that the refund check has been sent, this matter will not be resolved until I have received the refund check. Once I have received the refund check I will then update the case with a resolution response.
  Regards,
  
  ****** *******

  Business Response

  Date: 10/24/2024

  Thank you for your response.

   

• Initial Complaint

  Date:09/23/2024

  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.

  To whom it may concern, Hello I am trying to schedule a dentist appointment for my child at Forward Dental Brookfield location and unfortunately I am being charged out of pocket by the hour due to past appointments that we missed. these appointments were scheduled by the dentist that we were not able to make or confirm. I do understand that it is inconvenient for the dentist when an appointment is not kept and it seems like miscommunication. But it maybe because I have other children who are also patients there. I am asking if the business can develop a payment plan of some sort for these out of pocket costs because they are asking for a fee to schedule. Thanks!

• Initial Complaint

  Date:09/16/2024

  Type:Product 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.

  Received statement from dental insurance on 09/05 with claim from Forward Dental I.called insurance for details..The agent noted claim was for "Limited oral evaluation" (*****) and "Occlusive guard-soft,full arch" ($683).I did NOT receive any type of guard, and no impressions had been done . We did a 3-way call with ***** from the *************** I reiterated the service for guard was NOT received. ***** stated she would speak with the dentist..She said the device could just be "sitting there" and that I had not been charged.Yet the insurance had been "Billed" and I received an email with statement requesting payment on 09/04. The email "STATEMENT Of ACCOUNT" noted "PLEASE PAY THIS AMOUNT $683" I told ***** I would not be paying the $683 for the occlusive guard as item/service NOT received and charge must be deleted.Again, no response and.an email sent was returned as undeliverable. As of Monday 09/09, no response.Another 3 way call was made to the office and again told by associate that she needed to check with her manager to delete charge I am filing this complaint 09/16 as still no response.I will not pay $683 for service and item NOT received.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair 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 went to my local forward dental office and was told that I needed some work done to a tooth. On three separate occasions, talking with four separate individuals, I had asked if my insurance was going to cover the service or not. I was told that I was gonna owe a balance of $180 which I paid for prior to the time of service on my credit card. I spoke to three different secretarial individuals and the Dentist himself and verified that I would not have any further balance due for the service. I spoke to these people prior to having the service completed and was assured that after the $180 payment that I made on my credit card, that my balance would be paid in full. A good month later, I received a phone call that I owed almost $700 in addition to what I already paid. I called back and was certain that a mistake was made. They told me that since I apparently had worked on this year that my insurance was not going to cover this any longer because I had already maxed out my benefits for the year. My biggest complaint is that I discuss this with four separate individuals prior to having the work completed and asked if this was going to be covered. I was assured that this was going to be a covered expense and felt comfortable having the work completed. I would not have had the service done, knowing that it wasnt covered because I just cant afford it at this time. I even discussed with my dentist just pulling the tooth instead of having the work completed and I was assured that this was a covered service after payment of $180 was paid. I feel like there should be safeguards for people and there should be some accountability on the place that is providing the service to look into peoples benefits to see if its in fact covered or not , since I was told that it was covered, I never thought this would be a problem. My daughter has talked to the manager once to discuss this and also has attempted multiple other times in addition to emailing without any resolution.