Complaints

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  ******************** ********************** ************* August 08, 2024 Complaint Against Dntl Bar for Unethical Billing Practices and Lack of Insurance Notification Dear Better Business Bureau,I am writing to formally lodge a complaint against Dntl Bar - ******* located at **************************************************************. I have encountered several unethical practices by this dental office that I believe warrant your immediate attention.1. Unethical Billing Practices: During my recent visits to Dntl Bar, I have been charged for services that were either unnecessary or not clearly explained before being performed. Despite requesting detailed invoices and explanations, the office has failed to provide transparent and accurate billing. I suspect that these charges are inflated and not in line with standard industry practices.2. Failure to Notify Patients of Insurance Network Changes: Dntl Bar has recently stopped accepting my health insurance plan, Cigna, which I was not informed about until after services were rendered. As a result, I was unexpectedly billed at out-of-network rates, which are significantly higher. This lack of communication is deceptive and has placed an undue financial burden on me as a patient.The combination of these unethical billing practices and the failure to notify patients of important insurance changes demonstrates a lack of integrity and transparency that is concerning. I believe that these practices are designed to exploit patients financially.I am requesting that the Better Business Bureau investigate this matter and take appropriate action to address these issues. Additionally, I seek a refund for the overcharges and a review of the office's billing practices to ensure that other patients are not similarly affected.Please let me know if you require any further information or documentation to assist in your investigation. I appreciate your attention to this serious matter and look forward to your prompt response.Sincerely,********************

  Customer response

  09/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by dntl bar regarding complaint ID ********.
  
  Sincerely,
  
  ********************
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  **************** ********** *************************** ************** August 09, 2024 Formal Complaint Against Dntl Bar for Unethical Billing and Lack of Insurance Notification To Whom It May Concern,I am writing to file a formal complaint against Dntl Bar - *******, located at **********************************. I have serious concerns about the unethical billing practices and inadequate communication from this office, which I believe violate fair business practices.Unjust Billing Practices: Over the course of my recent visits to Dntl Bar, I have noticed discrepancies in the billing for services rendered. Procedures were performed without my prior knowledge or consent, leading to charges that were both unexpected and, in my opinion, unjustified. Attempts to obtain a clear explanation and itemized breakdown of these charges have been met with vague responses and a lack of transparency.Failure to Notify of Insurance Network Status: Additionally, I recently discovered that Dntl Bar no longer participates in the network for my insurance provider, Cigna. This crucial change was not communicated to me beforehand, resulting in unexpected out-of-network charges that I was not prepared for. The offices failure to notify patients of this change is not only unprofessional but also deceptive.These practices have caused me significant financial distress and have shaken my trust in Dntl Bar. I believe that their behavior is both unethical and potentially harmful to other patients who may find themselves in similar situations.I respectfully request that the Better Business Bureau investigate this matter thoroughly. I would appreciate any assistance you can provide in ensuring that this dental office is held accountable for their actions.Thank you for your attention to this matter. I look forward to hearing back from you soon.Sincerely,**************** **********

  Customer response

  09/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by dntl bar regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I paid $400 for clear retainers that were never delivered to me, and I was not alerted that they were ready for me. I then followed up with a request for a refund, but did not receive any response or communication. Most recently, I received a bill for DNTL BAR - ******** of $653 for a visit that I did not book nor attend. I have no idea what this bill is for, especially since it has been nearly one year since I visited DNTL Bar, and I had no outstanding balance.I have attached screenshots of my unreciprocated communication with DNTL Bar, as well as the bill for my clear retainers (dated) and the recent bill for a visit or charge that never happened.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My first visit was on August 7, 2022 - I was assured that my insurance was approved and paid the difference of $54.80. I return on February 12, 2023, and told that I have a balance due of approximately $200 but was never contacted or informed. Note: my employer/insurance has not changed - I have excellent coverage from a "Big Four" accounting firm. I'm told that MetLife declined my last cleaning and they weren't sure why, but my cleaning today (Feb 12) would be covered. Puzzled, I ask how that makes sense and we went in circles until someone named ****** introduces herself as the billing manager. She assures me that I'm in great hands - hers, and I reluctantly proceed with the appointment. I wait 3 weeks without an update from ****** and follow up on March 5. I'm told there is an unpaid balance from BOTH of my visits now, so I ask to speak to ******, the manager from 3 weeks ago. I am told she has quit and no longer works there. I post a ****** review and immediately get called by the new manager, ***** who assured me she will resolve this within 10 days. I sent 5 emails and called her dozens of times and didn't get ahold of her until April 20 - 43 days later. She tells me that the payments were approved and I have a credit owed to me for $34.80 that I overpaid. She then tells me that they are under new management and all DNTL Bar locations have closed except for one, and due to the new software, they wont be able to issue my refund until "mid May" (another month later). I once again reluctantly agree to wait the additional month, and don't hear anything. I try following up on May 30 - no response. I waited nearly 3 (additional) months, and called the office today (July 12) and find out ***** left the company as well! The new manager (*****) tells me she will get this resolved and would talk to the owner as soon as he's done with a patient today. Then I get a text message from her telling me that he will issue my credit when he returns from vacation... in a MONTH.

  Customer response

  08/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by dntl bar regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In October 2022, I purchased an annual membership entitling me to at least 2 dental exams and cleanings as well as a discount on additional dental services. I spent over $4000 in dental care in October and November 2022. In April 2023, I was contacted to confirm my previously scheduled follow up exam and cleaning which I did. I also attempted to contact the location by phone the day before but no one answered and my voicemail was never returned. When I arrived at the confirmed appointment time and location, I discovered the location was no longer open. Again, no one would answer the phone nor return my voicemail. I am seeking a refund of my membership as the agreement was broken by dntl bar. I also received terrible customer service, including having to wait over an hour to be seen for a scheduled appointment (and poor quality dental care) at my previous visits.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 24, 2022, I paid $1026 for invisalign treatment. I finished my refinements but am no longer able to proceed with treatment because my dentist is not a part of the practice. I have tried texting and calling on multiple occasions to schedule an appointment but my messages have not been returned. From what I have gathered online, the offices have been closed or acquired by another company ************************************************************************************************************************* appointment with a new dentist has not occurred and I am unable to move my invisalign care to a new dntal office because all providers require that you re-start your treatment with them. (Even my insurance company recommended that I find another dentist to re-start treatment.) Because of this, I would like a refund for the services that were not rendered. I do not have a receipt but have evidence of the money from my bank account being deducted for invisalign.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/19/22, I went to Dntl bar to have a teeth cleaning. When I arrived, they said the doctor on staff that day didn't accept my insurance, but I could pay up front the amount of $195 and then the practice would submit my claim to insurance and then reimburse me the full amount, as the practice did accept my insurance. They said it should take about 3 weeks to receive a check. It has been almost 4 months now and I still have not received reimbursement. On 01/10/23 I had a follow up appointment to have x-rays and a filling replaced totaling in the amount of $851. I was again told the dentist working that night did not accept my insurance but the practice did so they would reimburse me after they filed the claim with my insurance. I followed up several times in person, every time being told the manager was not in that day and when she came in later that week would contact me to resolve the issue. Also, I have called over 10 times into their billing department and never get a response and have left multiple messages.

  Customer response

  05/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by dntl bar regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business response

  05/12/2023

  The reimbursement the patient is referring to shows that it has already been paid to him from Delta Dental via check for the amount of $785.70  Check #********** payment date 01/12/2023. There's little we can do on our end, and he should contact Delta Dental. He did have an automatic payment set up for another treatment that won't be completed in office since he moved. We apologize for lack of communication on our end as we have recently undergone an ownership change. He can reach out directly to ******************* for further help. 

  Business response

  05/30/2023

  Hello, 

  We have spoken with *** **** in person in regards to his reimbursement. Together with the office manager we went through each and ever claim, every date of service and every out of pocket payment. We agreed on the refund amount of $789.00 to be paid via check within the next 3-5 days. All contact information including mailing address has been confirmed by *** ****. 

  Customer response

  06/08/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 18, I visited dntlbar on the upper east side. They talked me into buying Invisalign. I took out ***** with ************ as suggested by them. Then the location closed. They failed to inform me. Then failed to contact me about where I could receive the product. After many calls, I was told to go to 6th Ave to pick up the product. The product wasnt there. I was told it was with **** Then told they would fix the issue by end of day and then contact me. After 4 days and many calls later I was told the product was lost and that they were attempting to get me another product. Theres no corporate number I can call to help resolve the issue. The manager refused to give me her name or direct number I could reach her at to help me resolve the issue. And I was also told that they couldnt help me get a refund even though the problem was caused by them. Ive been getting the run around. And Im worried Ill never actually receive the product even though Im paying money back on the loan for it.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I recently joined went for my first appointment at dntl ***** ****** and decided to get their membership. I went through my cleaning, everything was great, they recommended I get a night-guard and my experience had been so great I said yes because I trusted them. A few days went by and I did not hear back from them so I had to call and call again to ask about it. They finally told me it was ready and to come pick it up only to get a text that same day saying it wasn't ready yet. I went in the next day and the night-guard was too tight on me, to the point where it was hurting my mouth and the dentist was trying to file the edges as if that would adjust its sizing. They told me they would get a new one, a few weeks go by, I show up and it is exactly the same thing, too tight and hurting me. I asked for my money back and after a bunch of excuses I was told the manager would call me on Monday, which of course did not happen. I had to call myself 5 days later only for them to tell me they won't give me my money back. I have been twice, my experience gets worse every time I interact with them.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 2/22/2022, I visited Dntl Bar Union Square for a graying tooth on the upper front area of my mouth. I called the provider and moved my biannual cleaning up so I could also discuss the discomfort and graying of said tooth. After my cleaning by the hygienist, The Doctor entered the room for an exam. He asked me to bite down and quickly advised the reason behind the grayed tooth was because my bite was putting all force on this tooth at night while I slept. He then prescribed a mouth guard which had an out of pocket expense of $237.50 that day. I received the mouth guard two weeks later which would subsequently provide immense pain when wearing at night. I went in for an adjustment in March which was another missed opportunity for the dentist to truly examine the cause of the graying tooth. Come May, 2022, I go to another provider to seek a second opinion. After just ONE x-Ray; the new provider advised my tooth is dead and requires a root canal. In addition to the root canal, I also had a diagnosed gum infection which requires one week of antibiotics. Dntl Bar failed to properly diagnose a dying tooth which could have been remediated by root canal, subsequently resulting in two months of unnecessary pain and suffering. I am requesting a refund in the full out of pocket amount for the obsolete mouth guard The dentist erroneously prescribed. I have attempted to speak to Dntl Bar many times and they wont truly address the issue at hand. They are also alleging there was no indication of a dying tooth from the x-rays they took in February. What is of concern is the attached x-Ray obtained only shows one x-Ray photo of the graying tooth, and only half of the tooth at that. I have also requested my medical chart/records (PHI) per HIPAA, which was subsequently denied from Dntl Bar to disclose my records advising it is internal documentation only.

*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. ↩