Complaints

• Initial Complaint

  01/05/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I visited Tend Dental on Aug 16, 2024 for a filling. Prior to the appointment, Tend told me that I would only need to pay $56 out of pocket and that my insurance would cover the remainder. In Oct 2024, I received a bill from Tend for an additional $60, indicating my insurance only covered $22 for a routine filling. This is the first time that I've ever seen a dentist office this confused about what insurance does and does not cover. I'm concerned that either the business is misinforming its customer or involved in a predatory business practice.

  Business response

  01/09/2025

  Hello ****,

  
  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, your explanation of benefits shows that you owe due to your deductible. If you have any other questions or concerns, please let us know. 

  Customer response

  01/09/2025

   
  Complaint: 22770455
  
  I am rejecting this response because:

  The business consulted information provided by my insurance company than incorrectly claimed the amount I would have to pay out of pocket. The business routinely advises customers of their out of pocket expense as customers make decisions about their care so it is important the business provide the correct information.

  Additionally, kindly reference the attachment. The business apparently refunded $28 today without explanation. Could the business clarify if this was to resolve this complaint? If so, could the business clarify why it opted to only refund $28.

   

  Thank you. 

  
  Sincerely,
  
  **** ****

  Business response

  01/13/2025

  Hi ****,

  You were refunded $28 due to insurance covering more than expected for date of service 8/6/24. Thank you. 

  Customer response

  01/21/2025

   
  Complaint: 22770455
  
  I am rejecting this response because the business provided no additional context surrounding the additional partial refund. What specific service was incorrectly billed? Could the business kindly provide a complete accounting (including debits/credits) of services rendered? 
  
  Sincerely,
  
  **** ****

  Business response

  01/28/2025

  Hi ****,

  Please find attached your itemized receipt for all services rendered. If you have any further questions or concerns regarding why insurance paid more for date of service 8/6/2024 you can request your claim directly from your insurance. 
  

• Initial Complaint

  01/05/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I visited Tend Dental for routine dental care, and paid appropriate co-pays at the time of each of my visits. I have now over multiple months received surprise bills from Tend that their customer service assured me in writing were not bills to me but what was being submitted to my insurance. However, two months later I have now received another bill, which shows my owing almost $1000.00 and notes that my insurance was never actually applied for my visits, despite Tend claiming in writing they were billing my insurance and confirming that my dental coverage was in network.

  Business response

  01/07/2025

  Hi ***,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, I have reviewed your account and their is no balance due at this time. Once the claims for 3/6/2024 and 3/13/2024 have fully processed, we will contact you if there's anything that you owe. For further updates regarding the claim status, please reach out to your insurance directly. 
  

  
  

  Customer response

  01/07/2025

  Good afternoon,

  It appears that because I voiced my concerns to the BBB, Tend removed the bills from my account, but I believe this is only temporary. They are at least processing with insurance now I think, which is a step forward. I am nervous to close the complaint as there are other people sharing via ************* reviews that Tend waits until the complaint with BBB is closed, and then issues another bill. I've included a screengrab of that complaint above. Do you have any advice on how to handle this?

   

  Thanks!

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up to look into a dental correction with Tend, but was notified ahead of my appointment that I would need to update my insurance or be charged out of pocket. I then tried to update it both via their website and reaching them by phone, neither of which worked, so I emailed them asking them to reschedule until I could get my insurance updated. I then got a $250 no show fee, and they refused to refund or reschedule the appointment; not only that, but they also blocked me from accessing their site.

  Business response

  01/07/2025

  Hello *****,

  
  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, we are unable to refund the $250 amount in question since you've disputed it with your bank. 

• Initial Complaint

  12/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Tend Dental regarding unexpected charges for a fluoride treatment I received during a recent visit.During my appointment, I explicitly asked the dental hygienist if the fluoride treatment was covered under my plan. The hygienist took the time to verify this and even showed me on her system that the treatment would incur a $0 charge. Based on this confirmation, I agreed to proceed with the fluoride treatment, trusting the accuracy of the information provided.However, I later received a notification from my tend, stating that I would be billed $70 for the fluoride treatment. This charge was completely unexpected, and I would not have consented to the treatment had I been informed it was not covered.I have been a loyal patient at Tend Dental for three years and have always appreciated the care and transparency Ive experienced. Unfortunately, this situation feels inconsistent with the trust I have placed in their services. When I contacted the office to dispute the charge, I was informed that I would still be responsible for the payment. They explained that the information provided during my visit was merely an estimate, which was not clarified to me at the time of my appointment.While I understand and accept the charges for the x-rays, I cannot agree to the fluoride treatment charge given the misleading information I received. I rely on accurate communication to make informed decisions regarding my healthcare and finances, and this lack of clarity has caused unnecessary frustration.I am requesting that the Better Business Bureau assist me in resolving this matter. Specifically, I am asking Tend Dental to:1.Waive the $60 charge for the fluoride treatment due to the incorrect information provided at the time of service.2.Ensure that communication about costs and estimates is clear and transparent in the future.Thank you for your assistance in addressing this issue. Sincerely,****** ******

  Business response

  12/30/2024

  Hi ******,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, we received an update from our insurance team that your claim is pending and we are awaiting insurance payment. You do not owe a balance at this time. The next step is for your insurance to make a payment and send an explanation of benefits, which can take up to 90+ days. If you have any additional questions or concerns, please let us know. 
  

  Customer response

  12/30/2024

   
  Complaint: 22726391
  
  I am rejecting this response because:

  I am submitting to you the bill that was sent to me. I contacted my insurance company with **** on the phone. My insurance company let me know that fluoride was not covered after I was at the office at **** and during my visit, they explicitly let me know that it would be covered and showed me a balance of zero dollars. Tend should have explained that this was not a guarantee and instead they let me know with absolute certainty that I would not be charged for the fluoride. My insurance company has completed the billing and let me know that this is the outstanding balance, and I need to take it up with Tend. If I do not have a bill then why am I receiving a request for you all for $111? This is the same response that I received a few weeks ago and its still not acceptable. I need to understand why you all told me that it would be free for fluoride. it was 100% covered within my coverage and did not explicitly tell me that this is not a guarantee. That is the issue that I have. 

  
  Sincerely,
  
  ****** ******

  Business response

  01/07/2025

  Hi ******,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, we have adjusted the amount of $111.20 and you no longer owe a balance at this time. Your itemized receipt has been attached as well. If you have questions or concerns, please let us know.

  Customer response

  01/08/2025

   
  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. Thank you for taking the time to fix this and assist in this matter.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 23, 2024, I was seen at the ************************************ studio for a routine cleaning. At the time of service, I provided a copy of my active Delta Dental insurance policy (active since 9/1/24). On December 10, 2024, I received an email with a bill from Tend for the visit, showing nothing was paid by insurance. I called and left a voice mail for customer support, and received an email the following day from a support agent saying that Delta Dental said my policy was not active. I immediately called Delta Dental and was told not only is my policy active, but they NEVER received a claim from Tend for DOS 11/23/24. After calling Tend multiple times, speaking to multiple support agents, I was told they would resubmit my claim to Delta Dental and given a claim #. I called Delta Dental to follow up, and they said the claim # I was provided is not real, and no claim has been submitted. I called Tend again, and they told me they were "escalating it" and the claim would be resubmitted, and to NOT pay the bill that is due January 9, 2025. I even provided them the fax number to submit the claim to Delta Dental. On December 18, 2024, I sent an email to Tend asking for an update, as Delta Dental still had not received any claim, and today, December 20, 2024, I received a response from an agent saying the claim was not resubmitted. Through each interaction, I have been misled, gaslit, and every agent has told me something different. I just want a resolution - I have an active dental policy that they have NOT BILLED. I have called Tend multiple times, sent multiple emails, and each time there is no resolution and no assistance. An agent will ask me to respond with my active policy, which I do, and then I never receive another response. Hours later I will get another email saying "you don't have an active policy." I feel like I'm beating my head against the wall dealing with these people.

  Business response

  12/31/2024

  Hello ******,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, we had a system issue where you were sent a balance even it's insurance balance. Currently, you have a $0 balance and we are just waiting for the insurance process the claim. If you have any further questions or concerns, please let us know. 

  Customer response

  01/02/2025

   
  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. 
  
  Sincerely,
  
  ****** ******

  Customer response

  01/03/2025

  I received a response from Tend here, acknowledging the billing error and assuring me that I received a bill for $102.00 in error. I also spoke to Delta Dental and was informed that Tend had finally submitted the claim to them, and that it had been paid by Delta Dental. After marking the businesses response as satisfactory here and closing the case, I (within 24 hours) received a new bill from Tend saying I owe $375.00 and that insurance was not applied, even though I have proof that Delta Dental paid the claim AND was told here on BBB by the company that the original bill was an error. At this point, I am considering legal action. As far as I am concerned, this company is trying to charge both me AND my insurance for a visit. 

  Customer response

  01/03/2025

  Please see proof that the claim was approved and paid by Delta Dental. 

  Customer response

  01/03/2025

  Delta Dental proof of payment. 

  Business response

  01/07/2025

  Hi ******,

  Thank you for bringing this to our attention. At the top of the document you provided, it says "this is not a bill", it is an explanation of benefits. The $375 in question is under the amount that Tend billed for a cleaning and exam for 11/23/2024.  In addition, under patient pays your amounts are $0 which means you in fact do not owe a balance. 

  Customer response

  01/13/2025

  There were multiple documents attached, one of which is a bill from Tend saying I owe $375.00 by February 2, 2024. I attached my *** as proof that my insurance provider DID pay. My complaint is that despite this, I received a bill from Tend for a balance of $375.00 that I should not owe. I have reattached the bill I received from Tend, AFTER my insurance remitted payment. 

  Business response

  01/14/2025

  Hi ******,

  We made an adjustment of $274 on 1/3/2025 that was recently applied to your statement. You do not owe a balance. Attached is your itemized receipt for proof for your records. Thank you. 

• Initial Complaint

  12/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On February 24, 2024, I visited **** to deal with a crown that had fallen out. They replaced the crown, billed my insurance, and I paid them $87.50 that day. The total bill came to $468, my insurance covered $98, and the provider adjusted the bill by $138, leaving a balance of $232. Tend has continued to bill me, and has provided incorrect information on the amount I have paid thus far. Most recently, I paid a bill to them of $65. Though I paid over a week before the due date, a few days later, Tend sent me a late notice for the bill. I called this morning, and was told that over the past 10 months I have actually overpaid them by $180. They also claimed that they could not fix this situation without an audit. When I asked to speak to someone in charge, I was denied. I would like an immediate refund of the $180, and I would like Tend to stop billing me for an appointment that took place 10 months ago.

  Business response

  12/30/2024

  Hello ******,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, we issued a refund of $115.50 on 12/17/2024 and you currently do not have a balance at this time. If you have any additional questions or concerns, please let us know. 

  Customer response

  01/06/2025

   
  Complaint: 22697906
  
  Although Tend did refund $115, in a audit of my insurance coverage sparked by this problem, it turns out that Tend has twice submitted claims to **** for care I did not receive. The first is for care they claim I had on March 2, 2024 by Dr. **** Y. **, who is based in ****************************** The second is for care they claim I received on April 1 from a Dr. ****** *****, who is based in *********************** I have never met either provider. I have reported these claims to my insurer. 
  Sincerely,
  
  ****** ******

  Business response

  01/07/2025

  Hi ******,

  Please attach the *** of these claims in question so our insurance team can review your request. Thank you

  Customer response

  01/11/2025

  Dear *** or Madame, 

  Attached are the documents for the erroneous claims submitted by Tend to my insurer, GEHA. GEHA paid Tend a total of $238.29. 

  Sincerely, 

  ****** ******

  Business response

  01/14/2025

  Hi ******,

  To confirm, are you saying you did in fact come to Tend on these dates but the providers listed are incorrect?

  Customer response

  01/14/2025

   
  Complaint: 22697906
  
  To clarify, as I specified in my earlier response. I did not visit **** on either of these dates. These submissions are erroneous and should never have been made. 
  
  Sincerely,
  
  ****** ******

  Business response

  01/15/2025

  Hi ******,

  Please provide a good phone number and email address so that our studio manager can contact you directly to further discuss this matter. 

  Customer response

  01/15/2025

   
  Complaint: ********
  
  My phone is ************. My email is *******************************. 
  
  Sincerely,
  
  ****** ******

  Business response

  01/22/2025

  Thank you! The studio manager will be reaching out with next steps. 

  Customer response

  01/22/2025

   
  Complaint: 22697906
  
  I am rejecting this response because I would like to see what Tend's next steps will be. 
  
  Sincerely,
  
  ****** ******

  Business response

  01/28/2025

  Hi ******,

  Now that you've spoken with our studio manager, we are working behind the scenes to ensure this billing issue is resolved. I will keep you updated. Thank you for your patience. 

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I saw Doctor ****** ****** at Tend Dental in *******, ********. In August of 2023, she and her staff provided me with a treatment plan to which I agreed to. Days later, when I arrived to begin treatment, I was asked to pay a different amount without any explanation as to what had changed. Apparently, I was expected to pay just like that. After inquiring as to the discrepancy, I was told I was quoted for a treatment option that the doctor and her clinic do not provide. I was given new numbers (significantly more expensive) and I agreed to proceed. During the treatment visits, they repeatedly had me come in to the clinic to re-do imaging that was not correctly done. Then after the alleged custom and best-option available fillings were ready, on one occasion, the doctor and her staff dropped the filling on the floor. They spent a ridiculously LONG time looking for it on the ground (as if they were going to still put it in my mouth) without telling me what they were looking for. When I asked what happened, they told me the filling fell and was lost. Then the doctor proceeded to use a traditional composite she had previously told me was for for temporary use only in place of the filling that was lost. When I asked her if then I would come back to get the filling I was fitted for and waited for, she said no and that the composite filing was good enough. If that's the case, then why was I made to come in for a treatment plan that she advised was necessary and best for me. Charged for it and then told that the only temporary solution would be the permanent one? I had so many issues with scheduling. On top of all this, almost a whole year later, I get an invoice for treatment that has to be paid out of pocket. They have modified the invoice amounts several times and are asking me to pay out of pocket for amounts that heavily exceed what they quoted me for and things that took place over a year ago. I didn't move forward with the remaining treatment because of these issues

  Business response

  01/07/2025

  Hi ******,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, a discount of $592 was issued to you for the incomplete inlay, along with a refund of $101.40. Adjustments to the account were made by our insurance team to ensure that you will not receive any further invoices.

   

  
  

  
  

  Customer response

  01/07/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a patient of Tend Dental in **********, ** throughout *********. I was in their offices on Feb 20, 2024 to have two crowns replaced. They checked my insurance and said that I would owe $801.60, which I paid in full 2/20/24. Once submitted to my insurance at *******, the *** stated that of the $4454 originally submitted for payment, the agreed-upon in-network cost was reduced to $2165 total. ******* paid Tend $111 of the $2165, and I had already paid Tend $801.60, so that should leave $1252.40 in remaining balance due. I received a bill from Tend for this $1252.40, which I paid via card on 10/21/2024. This should have satisfied the bill in full from 2/20/2024, closing out the charges for that visit. Since then, I receive invoices from Tend every few weeks, with my records reflecting bills via email on 11/5/24, 11/22/24, 11/25/24, and 12/2/24. Every time I call Tend to look into these, I'm told that they are "in process" and to "just wait, as these aren't actually due." Nonetheless, the invoices keep coming, each promising to write me off to collections. Further, the amounts of the bills has swung widely over time, ranging from an additional $1252.40 to the most recent somehow demanding $3350.40, which is more than the original amount invoiced when added to what has already been paid. I also made an extra payment of $20.00 to Tend on 11/13/24 to see if that would affect the balance due, and it does not seem that it changed *********** of today, the final straw is that they have resubmitted the original claim to insurance again, this time using an out of network dentist as the practitioner, presumably in an attempt to gain even more ill-gotten funds from my now-depleted wallet. I need someone at **** to look into this. I have attached a screenshot of the original EOB from my insurance, as well as the more recent claim where ******* paid an additional $353. I need a refund for overpayments per attachment, a $0 balance statement, & to not hear from Tend again

  Business response

  12/30/2024

  Hi *******, Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, the appeal was sent to ******* on 11/14/24 we have not received any additional payment from ******* as of Friday - Once that is received we can issue any credit balance. If you have any questions or concerns, please let us know. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Broken crown done less than a year and a half ago. Refused to advise me after making an appointment on what to do, despite being the ones who advised me to have the work done originally. Citing it would last longer and is stronger than what I had for the past 5 years with no issue. A doctor or hygienist did not even come out to address me. I was told it would cost me $215 just to be looked at. I have spent a lot of money out of pocket with them already and now they are refusing to even look at their recent past work that ended up being faulty without being paid more.

  Business response

  12/04/2024

  Hi ******,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, on 12/3/24 a remake of your crown was initiated yesterday free of charge. We apologize for the initial confusion at the front desk. I confirmed you were called a couple of hours later and was told the redo would be completed free of charge. If you have any other questions or concerns, please do not hesitate to reach out. 

  
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2024, Tend sent me a bill for a procedure done in January 2023- 19 months after the service. The amount was much higher than I was quoted before the procedure (the day of the procedure, before it began they checked my benefits and gave a quote). Tend also advertised themselves as in network with ***** (which my insurer, GEHA follows), but upon receiving the bill and asking my insurance- they claimed it was out of network- this tend obtained my service through false advertising.Additionally, my insurer confirmed they made a payment in March 2023, but I just now got the bill.This is a ******* **** in a large amount, based on predatory practices. When emailing and calling the billing department, nobody can tell me what is owed, why, or how insurance was applied. They cannot even agree if I actually gave a balance to pay November 16th (some have told me I have a 0 balance).

  Business response

  11/25/2024

  Hi *********, 

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us, so we could make it right. Based on that, we sent an itemized receipt on breaking down your billing statement. At this time, the only balance you owe is $60 for the fluoride service performed on 12/12/2023. Please let me know if you have any questions or concerns. 

*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. ↩