ComplaintsforThe Super Dentists Dental Group

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My son ****** had braces from Super Dentist. The braces should be adjusted every 8 to 10 weeks. Super Dentist keeps cancelling on his appointments so he didn't get his braces adjustments on time. The treatment should take around two years but he didn't get scheduled on time, so it will take much longer than two years to complete. His appointments were cancelled on 2/14/2024 and 4/18/2024. I contacted them but they still didn't reschedule his appointment yet.

  Business response

  05/14/2024

  Thank you for making us aware of your experience during your most recent visit to The Super Dentists. We strive for superior customer service, and we apologize that we did not meet your expectations. Our regional director has reached out to you to make it right. If you need any further assistance please let us know. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/10/23, I took my son to the super dentist at the ******** office for some cavities. I was told most of them were covered by the insurance and my out of packet expense for what was not covered was ******, which I paid with my credit card. they would not give a receipt because they said the terminal was not issuing receipts. The office manager then came to assist and offered to cancel the transaction and use another terminal that gave receipts. the office manager checked the work that was done and said the insurance would cover more and my out of pocket expense was $***** therefore she would cancel the ****** and charge me my out of pocket expense of *****. She used a different terminal and gave me the receipt for payment I had requested. She clarified that I would not be billed for anything else since I had already payed for what was not covered. On 1/4/24, I received a bill from the super dentist for ******. I tried calling their billing department and I was told I could not be transferred or call them directly. On 1/16/24, I went to their *************** and spoke to the office manager who said I should bring my son to check the work they did. I explained the work was checked more than once on day of treatment. I told her something was not right and it felt deceived as I inquired about the out of pocket expense before the work was done and confirmed the amount I owed after the work was done which is paid in full. She had me waiting while she made phone calls then said the bill was going to be reduced. However, I continued to receive bills with different amounts. I tried calling the number on the bill but goes to a call center and they cannot transfer but agreed to send a message for someone in their billing department. I also texted them. I followed up with another call to send them message to call me. As of today, no one has contacted me but they continue to send bills. I paid what they told me I needed to pay out of pocket already.

  Business response

  04/29/2024

  Thank you for making us aware of your experience during your most recent visit to The Super Dentists. We strive for superior customer service, and we apologize that we did not meet your expectations. We reached out to you and resolved this issue with no remaining balance due at this time. Please reach out to us directly if you have any additional questions or concerns. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have made multiple attempts to contact the billing department with the Super ******************************* I have not received a call back or email in regards to my initial question that I asked them.We have had a lot of issues with my sons treatment and have ended up leaving their service.Last time I was able to get ahold of someone in billing I was told I would hear back from a manager and so far I have heard nothing. See below for initial complaint that I registered with them:I would like to turn off the automatic payments from my card.So far we have paid $1,487 for services out of $3,030. I was told I would still have to pay roughly $500 for past due services however we did not receive services that were actually fixing or beneficial to his teeth. During our ************ care we have had multiple issues. He has had a loose bracket two days after receiving treatment, (2) broken brackets and then the wire was taken off for roughly three weeks while we were waiting for a tooth to fall that was barely loose. Why were we talked into doing braces to just be told the baby tooth needs to fall out because the wire was under his tooth. The whole time that we have been paying for services **** was not receiving any treatment that was fixing his teeth.Bottom line: I feel that we have paid more than our fair share of this contract (49%) and we should be relieved of any more payments.

  Business response

  04/17/2024

  Thank you for making us aware of your experience during your most recent visit to The Super Dentists. We strive for superior customer service, and we apologize that we did not meet your expectations. It looks like we resolved this matter with your account and adjusted off remaining balance. If you need anything further please let us know how to assist you. 
  
  

  Customer response

  04/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I am happy that they responded and we were able to resolve the issue. 
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for my son's dental cleaning, While I was there, the orthodontist came to look at his teeth, offered me a consultation. They wanted to do pictures of his teeth, I asked them to double check they were covered because they just had told me his pictures wont be covered until December. The girl said they were covered, she left the office twice because I asked her again, please double check because if I get a bill, I will be coming to you and you will pay for it. She said again YES they are covered and agreed to what I was telling her. I got my first bill saying it was for some nutrition consultation, pictures and oxygen/Nitro. I told the lady at the front, my son did not have oxygen for his cavity he had and he only had 1 filling which I paid $25 which was my insurance charge. I went back again with the second bill, now they said it was a charge for my daughter, which I was already making auto payments on. Third bill I texted them twice, now I have another bill! I wont pay for this bill, they went ahead and did the films/pictures after asking them twice and letting them know what the agreement was. I want this bill removed, not to go to collections because it's not my responsibility to pay for something they did. This also would happen in the ********* office, that's why I moved from their office, thinking it would be better at *********. I think this company needs a deep auditing!! Also, just because I have my awesome insurance does not mean that companies like this can just charge up what ever they want!

  Business response

  10/26/2023

  Thank you for making us aware of your experience during your most recent visit to The Super Dentists. We strive for superior customer service, and we apologize that we did not meet your expectations. We have attempted to reach out to you to resolve any issue you may have and apologize for any confusion we may have caused. Please feel free to reach out to us directly so that we can review the circumstances surrounding your visit so that we can make it right. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6, 2023 my daughter went in to get a crown fill in the staff was very rude and disrespectful not communicating and letting us know what exactly they were going to do were very impatient with my daughter they said shes not under anesthesia or sleeping gas when asked what is on her then, they said they are only using a little bit so they already tried lying to me when they were done they gave attitude and expected me to leave with her without any after care instructions or did not say anything I had to ask questions but would get one word answer and attitude. Overall staff gave me a hard time were very disrespectful and wishing each other do not communicate. Im unhappy with them and will no longer go back I do not feel comfortable or safe for either of my kids to go there.

  Business response

  06/13/2023

  Thank you for making us aware of your experience during your most recent visit to The Super Dentists. We strive for superior customer service, and we apologize that we did not meet your expectations. You should have been given the best customer service. Please reach out to us directly so that we can review the circumstances surrounding your visit so that we can make it right and answer any questions you may have.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Under an amortized ortho agreement for braces, about 6mo prior to the completion of the payment plan, I inquired in two separate instances about the payment plan vs the completion of the work. I was assured that the payment plan was finite even though the work had not yet completed, that it was a package deal. I'm now receiving new bills for hundreds of dollars after the finite end of my payment plan while the work continues and tried to contact their billing department to resolve the issue, however their billing department cannot be contacted directly, even asked directly how I can contact them, but can only contact their call center and they'll forward the message. Sadly I've received no communication back and my issue remains unresolved.

  Business response

  05/15/2023

  Thank you for making us aware of your experience during your most recent experience with The Super Dentists. We strive for superior customer service, and we apologize that we did not meet your expectations. It does appear this issue has been resolved since. If there is anything else needed please let ** know and we will reach out as soon as possible. Thank you

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told by them that my daughter required braces. We've paid in full and her teeth look worse. They began asking me to sign forms for additional payments. My daughter is traumatized by the way she was treated. They yelled at her telling her not to break thr braces. The day they replaced a few she had not yet eaten or done anything and two broke off. I called and emailed immediately and received no response. They took her braces off for a while saying there was a problem but never told us what. My daughter refuses to go back and I don't blame her. I would like to take her to another orthodontist to complete the work we trusted them to do. At their expense considering I've already paid the agreement amount and have received what we paid for.

  Business response

  04/18/2023

  Thank you for making us aware of your experience during your most recent visit to The Super Dentists. We strive for superior customer service, and we apologize that we did not meet your expectations. We are trying to reach out to you so that we can review the circumstances surrounding your visit so that we can make it right.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is refusing to give me records for my minor daughter, which is a violation of HIPAA and privacy laws. None of the representatives I spoke with were knowledgeable of the law, and refused to help. They were not that friendly either, even after I sent them a copy of my license and court order from CA specifying I have access to all medical records dental or health care. Bad business.

  Business response

  02/27/2023

  Thank you for making us aware of your experience with The Super Dentists. We strive for superior customer service, and we apologize that we did not meet your expectations. I had our referral manager reach out to you to resolve this issue and take care of your request. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was dental negligence that occurred on February 15, 2023 at 7:00 P.M. When the healthcare professional went into my daughters room with the dentist and started working on her tooth. The dentist saw the healthcare professional showing the syringe and she immediately went to get the dose and insert it into the syringe. Then failed to ask my daughters name and what I want done on her teeth. When they started talking within them themselves the healthcare professional said to the dentist after already injecting the ********* into my daughter on the top and bottom of her mouth that they were going to wait for the teeth extractions. Once I heard that I could not believe it and the dentist walked away and I asked the healthcare provider what they were doing to my daughter and she said extractions. I called the supervisor and all I got was sorry and sorry. I told them that I wanted to take my daughter come since there is no communication within the office and no identification of who they are dealing with (Patient's name). I do not trust them at all, the healthcare provider said I needed the dentist to give my daughter dismissed and the dentist never showed his face. My daughter is scared of the dentist and Myself, no guarantee of what will happen. I'm requesting my compensation because I also paid to the ortho in the same office and she is scared, frighten of the dentist. I need to find someone she can trust and pay the ortho all over again. The braces she has will have to come off and I want that paid as well and my money from the braces and of course the money I paid for February 15 and did not get any service done and still got charged. This will take me to the next step and it's counseling and more money. I had paid $60+ for a filling for my daughter lower left side tooth and the ortho was over $5,000 +. So I would appreciate a phone call from the office and giving me more information of what they want to do and I can proceed another way. This negligence is unacceptable.

  Business response

  02/27/2023

  Thank you for making us aware of your experience during your most recent visit to The Super Dentists. We strive for superior customer service, and we apologize that we did not meet your expectations. We have reached out to you to resolve this matter and working with you to address your concerns. 

  Customer response

  03/03/2023

  yes the business contact me and admitted that it was their fault but still did not reimburse my money for a treatment that never got done, and admitted that their business are not connected with orthodontics which are in the same building and could not resolve the problem.  They told me that orthodontist would be contacting me and nothing.  I have gave them 5 days already to contact me and nothing. I assumed they would take responsibility and refund me the money I paid cash and finish my business with Super Dentist.   They want to prorate my refund and I have explained in different ways Im unhappy with the service.  So all I want is my full refund .  Sper Dentist made the huge mistake and admitted to it but can not refund my money!  My daughter is still traumatized by all this and has so many other emotions.  All I want is my full refund from both the dentist and orthodontics!  

  Business response

  03/08/2023

  We apologize if you feel this is unresolved. We have been in contact with you and have already processed a refund for ****************** and are working with our orthodontic team to calculate what your refund would be based on services already rendered. We should have that answer for you back by the end of this week. We hope all issues will be resolved soon. 

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Continuous harassment by this company. I receive calls and texts at least every other month despite repeated attempts to opt out of all communications. I've received "appointment reminders" for appointments that I never made. Today I received a call that I rejected that was followed up with a customer experience survey text. Despite talking on the phone to a rep and requesting to be removed from thei call lists I continue to receive calls and texts.

  Business response

  11/01/2022

  Thank you for making us aware of your experience with The Super Dentists. Your number has been removed for any future communication. This should be resolved. We apologize for the inconvenience. Please reach out to me directly for any other issues. 

  Customer response

  11/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

*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. ↩