Complaints

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

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• 

  Columbia Dental, P.C.

  483 Middle Tpke W Ste 309 Manchester, CT 06040-3865

• 

  Columbia Dental, P.C.

  483 Middle Tpke W Ste 214 Manchester, CT 06040-3864

• 

  Columbia Dental, P.C.

  446 S Main St New Britain, CT 06051-3516

• 

  Columbia Dental, P.C.

  91 East Ave Norwalk, CT 06851-5020

• 

  Columbia Dental, P.C.

  39 Park Lane Rd New Milford, CT 06776-2923

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:01/08/2025

  Type:Billing 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.

  My wife and I have been dealing with several billing issues from Columbia Dental. I have tried calling the billing department several times as well as sending several emails but am not normally able to reach a representative. Most recently, we called to make appointments to get a few teeth filled, and insured that we were scheduling with in network doctors. At the time of our appointments on 12/21/24, we were charged the out of network rates for our procedures. When we informed the receptionist that we have had these types of billing issues in the past and requested to first contact the billing department, we were told we needed to pay before leaving the office. I was charged $253, and my wife was charged $305. According to the insurance EOB's, we should have only been charged $82.20 for myself and $145.60 for my wife. My wife was also still charged the out of network rate on the EOB. Even with that being the case, we are owed a refund of at least $330.20. I spoke with someone in billing on 12/24/24 and was told that a refund would be expedited at that time, however I still have not received a refund or a receipt. We also have additional billing issues from visits in June 2024 and August 2023, where we were incorrectly billed for out of network charges and x-rays that should not have been performed due to insurance company time limit restrictions. I am requesting the refund owed for the charges from December, as well as for the other issues to be resolved.

  Business Response

  Date: 01/09/2025

  Mr. ******,

  We have not yet received the adjudication on your claim from your insurance company.  As soon as that occurs we will be issuing your refund.  We appreciate your patience.
  

   

  Customer Answer

  Date: 01/09/2025

  I was not aware there was an adjudication submitted. I assume this is for my wife's claim from 12/21 as it is incorrectly listed as an out of network provider. Are the outstanding balances from June 2024 and August 2023 also being addressed? Also please provide an email address of someone I can contact for updates once this BBB case is resolved, as attempting to call results in very long hold times and I am never able to reach anyone in billing. Thank you.
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/24/2025

  Mr. ******,

  Somebody from the billing department will reach out to you to have a discussion with you today. We receive all calls regarding billing on our main number and the call center leaves it for the billing staff. Upon reviewing things, we respond to the patient in the same day. 

  Customer Answer

  Date: 01/24/2025

  
  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

  Date:12/23/2024

  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.

  I went here for a cleaning(******** ** office), and I paid the full amount in person. Months after the second visit I recieved a bill in the mail indicating I had a bill that was now 31-60 days past due. The total amount of charges on the bill were not in line with the total charges of the actual service I received. The bill also indicated that I paid less than what I actually paid in person(I have proof of what I paid on my **** statement). None of the math made any sense. I first called the local office to inquire. They were confused by it all, couldn't make sense of the numbers, and directed me to the billing department. I called the billing department and they were confused by it all, couldn't make sense of it, and said they would open a case and call me back. Weeks passed, no response, but the same bill from Columbia Dental arrived, now 61-90 days past due. I called billing yet again, I explain everything yet again. Once again they don't have any explanation, are confused as to why the numbers don't add up, and claim they'll sort it out and get back to me, etc.. I ask for someone further up the line since I'd already waited weeks for this supposed callback. I get an email address of the manager in the billing department, RC. I email [email protected] explaining everything, no response. After almost a week passes I sent a follow up email, still no response. Today I called billing yet again and they still have no explanation, simply repeating the same thing, and insisting they will get back to me(it's been months since this started and I've never recevied a single call back). At this stage, with the bill almost 120 days past due, I'm seemingly forced to either pay what appears to be a fraudulent bill or accept a negative hit on my credit score.

  Business Response

  Date: 12/24/2024

  We apologize, there was an error in your account that has been cleared.  You have a zero balance.  Merry Christmas

• Initial Complaint

  Date:12/10/2024

  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.

  My son received orthodontist services from Columbia Dental. He had been a patient there from a young age and always valued their services. He had the referral for the orthodontist, he made his assessment and my son had ***** Insurance, which we were told by Columbia Dental that he had met the point criteria and would receive full coverage for his braces. My son, who is now 17, just received a letter addressed to him from a collection agency requesting $524. I called, ended up speaking to a supervisor but this is from charges in 2019 apparently. No bills or notifications ever came before this debt collection. Plus at no other time during his treatment for braces were we ever informed of any uncovered expenses. I have made 5 calls to Columbia Dental and finally spoke with Bebe today who could not even explain what the charge is or when other than in 2019. I told her it was first unacceptable for him to be even listed as he is a minor and also requested a more detailed bill summary. I believe there is no grounds for this charge, especially 5 years later out of the blue. I requested my son's name be taken off and for them to withdraw from the collection agency as I do not want his credit impacted as well. I will also be reaching out to ***** as well. Thank you...

  Business Response

  Date: 12/24/2024

  We apologize, there was an error in your account.  Your account is cleared.  Merry Christmas

• Initial Complaint

  Date:04/22/2024

  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.

  In June of 2023, a nodule appeared on my lip. I consulted my dentist and insurance advice nurse and was told to see an oral surgeon immediately as it could be cancerous. I set up an appointment with an in-network oral surgeon for a biopsy on 6/13/23. After waiting almost 2 hours past my appointment time, I saw Dr, H**** who spent less than 5 minutes with me and told me to come back if there was no change to the nodule. When I went for a second appointment a month later they asked for over $800 out of pocket before I could see the doctor so I left without seeing the doctor. However, I was charged $53 for the first appointment which they coded as a dental exam, which my insurance would not pay since I had already had a dental exam that year. I told them it should be coded as a Medical exam not a Dental exam and resubmitted. I saw a different oral surgeon in the meantime, was treated and insurance paid as a Medical procedure. I spoke to a Columbia Dental billing representative about a 2 months ago and was told they would talk to the doctor and call me back. They never did contact me. After my most recent invoice, over a 2 week timeframe, I called them 3 times during business hours at ###-###-#### and after waiting over 15 minutes each time, I left call back messages. They are not responding to my calls or correcting the issue.

  Business Response

  Date: 05/21/2024

  We have resubmitted your claim for the Medical exam, but we do still expect it to be denied.  The original claim was denied due to frequency as that is how your insurance company works it.  Best to go to a medical doctor for medical exams, not a dentist.

• Initial Complaint

  Date:03/26/2024

  Type:Billing 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.

  The dentist office charged me full rate for work done, and then billed my insurance. The totals I paid are far more than the insurance company has stated in my EOB's I'm responsible for. The insurance company tried to contact the office and they hung up on them. When I contacted the office they stated their accounting department wasn't in and that I could email them and I have received no response.

  Business Response

  Date: 04/09/2024

  Mr. ********

   

  You were refunded on April 1, 2024

   

   

  Customer Answer

  Date: 04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: the amount reimbursed is insufficient. Balance due from services on 1/11/24 is 138.20 to card ending in ****. Balance due from services on 3/1/24 $297.20 to card ending in ****.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/19/2024

  Type:Customer Service 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 braces at Columbia Dental from 21-23. During treatment, my teeth got so sensitive to the point I had to be numbed to get my brackets & glue removed. Soon after, the sensitivity became almost unbearable, i saw a new dentist. They advised to follow up w/columbia directly because my teeth need further alignment, likely the cause of the new sensitivity. I called the Columbia Dental corporate phone repeatedly between Aug & Sept 2023. I was never able to speak to someone beyond a receptionist but was given 3 different email addresses, which I emailed intermittently between calling. Finally, I made another follow up appointment with the orthodontist who did my treatment, Dr. R. He promised my teeth are excellent, treatment is complete. After explaining my concerns and attempts to contact corporate for help, he called the business owner for a long conversation in front of me, but spoke in a different language. Then i was directed to Columbia Dental main office where 3 different dentists specialists examined me and i was given an estimate of $25k worth of dental treatment, including at least 2 root canals that I was told needed to be done immediately. Until this day, I have yet to hear back from anyone at Columbia to address my concerns. Additionally, the need for extensive dental work, including ANY root canal is totally unfounded by any of the other dentists I have seen since leaving CD, who also refuses to refill my script for sensitive toothpaste again until I go in for the treatment prescribed. Since leaving the office in Sept 23, I saw 2 more dentists & 1 orthodontist for second opinions. My teeth DO require additional orthodontic treatment of at least one full year to address the misaligned teeth, misaligned bite, and flared upper and lower teeth. Upon full completion, the sensitivity issues should resolve and I will no longer require prescription strength sensitive tooth paste, which developed only after having my braces removed.

  Business Response

  Date: 04/02/2024

  Dear Ms. ******,
  The case you present here in the Better Business Bureau is the wrong arena to discuss a complicated scientific issue without any of the science, details, or truth and is disguised with feelings, conjecture, and hearsay.  You discredit Columbia Dental and, in fact, defame the company and doctors who treated you.  Why does the Better Business Bureau allow such postings when all it does is hurt the companies, and ultimately hurts the patrons, including yourself, then getting to the truth.    It is a disservice that the Better Business Bureau does and does not create Better Business by email exchange within a restricted time limit.  Better Business Bureau is no different than ****.  If you wish to follow the legal path with an expert witness you can as it is a far more reasonable and accurate process.  We wish to help but it takes both you and us to reach a satisfactory conclusion to your case.
  

  Your story does not match the documentation of your visits.  Show us the written opinions of these other doctors you’ve seen.  How did they come about these opinions differing from the providers you’ve seen at Columbia Dental?   You obviously feel you continue to have issues.   We do not fully understand what your issues are overall.  We don’t wish to assume anything but a possibility might be there can be side effects to braces as the teeth move as the pulp chamber does not simply go with the flow in all cases.  Root canals are not an uncommon need following braces. There are all sorts of possibilities but there is science behind it. We are still happy to see you to discuss treatment and what could be done to meet your satisfaction responsibly.
  

  Business Response

  Date: 04/02/2024

  Dear Ms. ******,
  The case you present here in the Better Business Bureau is the wrong arena to discuss a complicated scientific issue without any of the science, details, or truth and is disguised with feelings, conjecture, and hearsay.  You discredit Columbia Dental and, in fact, defame the company and doctors who treated you.  Why does the Better Business Bureau allow such postings when all it does is hurt the companies, and ultimately hurts the patrons, including yourself, then getting to the truth.    It is a disservice that the Better Business Bureau does and does not create Better Business by email exchange within a restricted time limit.  Better Business Bureau is no different than ****.  If you wish to follow the legal path with an expert witness you can as it is a far more reasonable and accurate process.  We wish to help but it takes both you and us to reach a satisfactory conclusion to your case.
  

  Your story does not match the documentation of your visits.  Show us the written opinions of these other doctors you’ve seen.  How did they come about these opinions differing from the providers you’ve seen at Columbia Dental?   You obviously feel you continue to have issues.   We do not fully understand what your issues are overall.  We don’t wish to assume anything but a possibility might be there can be side effects to braces as the teeth move as the pulp chamber does not simply go with the flow in all cases.  Root canals are not an uncommon need following braces. There are all sorts of possibilities but there is science behind it. We are still happy to see you to discuss treatment and what could be done to meet your satisfaction responsibly.
  

  Customer Answer

  Date: 04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  As discussed in my complaint to the BBB, I have made several attempts to reach someone in the corporate office at Columbia Dental. Before filing this complaint, I emailed and called countless times before finally going back to the orthodontist at CD for another evaluation. That was in September of 2023 and still, after that visit and after all the emails and phone calls, I have yet to hear back from anyone to at corporate to discuss my concerns further. I have made many good faith attempts to resolve this matter privately, by reaching out to the business directly. I am in this avenue for help only after the other dentists and orthodontist visits. This entire experience is extremely unfortunate and I don't appreciate the fact that I have put my faith in these helath professionals only to learn that they are taking advantage of people instead of taking accountability and fixing the issues that they created. 

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

  Customer Answer

  Date: 04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  As discussed in my complaint to the BBB, I have made several attempts to reach someone in the corporate office at Columbia Dental. Before filing this complaint, I emailed and called countless times before finally going back to the orthodontist at CD for another evaluation. That was in September of 2023 and still, after that visit and after all the emails and phone calls, I have yet to hear back from anyone to at corporate to discuss my concerns further. I have made many good faith attempts to resolve this matter privately, by reaching out to the business directly. I am in this avenue for help only after the other dentists and orthodontist visits. This entire experience is extremely unfortunate and I don't appreciate the fact that I have put my faith in these helath professionals only to learn that they are taking advantage of people instead of taking accountability and fixing the issues that they created. 

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

  Business Response

  Date: 04/02/2024

  Dear Ms. ******,

  As discussed in our response to your complaint, you fail to provide any evidence of your issues except your say so.  We are happy to consider evidence such as who were the doctors you saw, who was the orthodontist, and what were their written findings after their study, or was it just a consult and these are their opinions you cite without back up.  We preferred this in private and did diagnose you which you seemed to understand but perhaps the treatment was out of your financial reach at the time, but as you’ve gone public, that is the arena we find ourselves in now. 

  You are requesting a complete refund from two years of work on your teeth.  You state you need another year of orthodontic treatment, to do what?  What outcome are your looking for?  Another year of braces and sensitivity stops you think? Provide proof to what you say for us to consider.  Dentistry is not a retail business where you can just return the product.  You worked with a board-certified orthodontist and now, a year later, you don’t like the result so you want all your money back?  So, the final result you’re looking for is a full refund?

  This forum does not provide an atmosphere for an exchange of ideas.  Medical/Dental issues do not fit nicely into the Better Business Bureau box, the way they’ve designed it.  It is not a simple retail business nor a simple service business. 

  Business Response

  Date: 04/02/2024

  Dear Ms. ******,

  As discussed in our response to your complaint, you fail to provide any evidence of your issues except your say so.  We are happy to consider evidence such as who were the doctors you saw, who was the orthodontist, and what were their written findings after their study, or was it just a consult and these are their opinions you cite without back up.  We preferred this in private and did diagnose you which you seemed to understand but perhaps the treatment was out of your financial reach at the time, but as you’ve gone public, that is the arena we find ourselves in now. 

  You are requesting a complete refund from two years of work on your teeth.  You state you need another year of orthodontic treatment, to do what?  What outcome are your looking for?  Another year of braces and sensitivity stops you think? Provide proof to what you say for us to consider.  Dentistry is not a retail business where you can just return the product.  You worked with a board-certified orthodontist and now, a year later, you don’t like the result so you want all your money back?  So, the final result you’re looking for is a full refund?

  This forum does not provide an atmosphere for an exchange of ideas.  Medical/Dental issues do not fit nicely into the Better Business Bureau box, the way they’ve designed it.  It is not a simple retail business nor a simple service business. 

• Initial Complaint

  Date:03/08/2024

  Type:Order 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.

  In October 2023 Columbia Dental made and agreed to a treatment plan for me to get permanent Dentures with Medicaid and a transitional set paid out of pocket. They now to my understanding do not take medicaid anymore, and it seems like they are trying to do everything possible to avoid making my dentures in a timely fashion in hopes of delaying until I lose my insurance coverage. The treatment plan was to have me wear the transitional dentures for 8 weeks and then get my permanent set. After paying out of pocket for the transition I still have no permanent set 6 months later. The transition set is also 2 different colors and Ill fitting not at all worth the 2200 I paid for it, and falls out of my mouth without tons of glue despite many adjustments. My last appointment 3 weeks ago was to take an impression for my final wax try in, but they never made it and are lying to me about where it is and trying to move me to a different Dentist. I feel like they just wanted to get my money for the transition set and dont care about my dental care beyond that. As I have been wearing these “temporary” teeth for over half a year. I want my permanent dentures made as agreed upon, and I want you to either fix the mismatched ill fitting set I already paid for or refund me for them.

  Customer Answer

  Date: 04/08/2024

  Resolved

• Initial Complaint

  Date:03/04/2024

  Type:Billing 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 received a bill for covered services after being assured that insurance coverage was accepted. The company did not make any adjustments to its bill, which when you accept the insurance that provides an adjustment.

• Initial Complaint

  Date:02/16/2024

  Type:Billing 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.

  Total amount charged; $6,896 Procedure initial date: August 24,2022 Please see attached memo.

  Customer Answer

  Date: 02/21/2024

    The initial amount I discussed after they approached me about the tooth implant was that the:

  INSURANCE WOULD PAY: $1,446

  I WOULD PAY: 899

  CARE CREDIT WOULD COVER: $1,500. 

  I only found out that I had to pay more after they did the prep and drill the gum for the (implant), that is when they told me that I would have to make payment before they could complete the job. That is the reason I waited so long for them to complete, I would not get started if I knew before hand it would cost me that much. I was deceived (scammed).

• Initial Complaint

  Date:12/11/2023

  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 called Columbia Dental and asked for a DEEP CLEANING for my ongoing periodontal disease. They said they would clean 2 quadrants on 12/01/2023 and 2 quadrants on 12/2/2023 as they could not do more than 2 quadrants for a DEEP CLEANING on the same day. I went for my first appointment and was examined and told I would need 8 - 9 back teeth pulled and a partial made. I told them I was under zero circumstances going to pull all of my back teeth on that day and to just get on with the cleaning. The doctor told the doctor that was to clean my teeth to not bother doing the back teeth as they would be coming out the next day, and I assured him they would not be. They sent in a woman to come in and do an impression for the partial (that I never asked to do). I told the doctor doing the cleaning that I would like ALL of my teeth scaled and root planed, not just the ones they wanted to do as that's what I paid for. She spent approx 20 -25 minutes on the cleaning. I had some pain so I assumed they would finish the deep cleaning on the first 2 quadrants the next day. The next day the doctor told me I was getting teeth extracted and I told her i was not. Another doctor came in and told her not to clean ALL of my teeth. She spent exactly 10 minutes cleaning my teeth. When I left I told the receptionist that I needed to speak to somebody about my dissatisfaction. I am not new to deep cleaning. I have some very deep pockets and I have had cleanings that took an hour per quadrant. I have had BASIC cleanings that took longer than the 2 appointments I paid for combined. The manager was gone so on Monday I went back and spoke to her. She agreed that They were billing for a DEEP CLEANING, and there is no way that a deep cleaning can be performed in the time I was there. She offered to make me another appointment and re-do the cleaning.I told her I wanted my money back and that I would be speaking to my insurance company, and I had lost all faith in their "practice".

  Business Response

  Date: 01/02/2024

  We do apologize for your experience.  We are refunding your charges to your account and no claims went out.

  Thank you