Complaints

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:02/26/2025

  Type:Product 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.

  Vyne Dental collected money from a debit card that they required prior to helping us. This is a company that does dental software with insurance claim. Apparently we were not compatible with their system, yet they still collected the registration fee and will not refund the money. We call once a week and it take forever someone to answer only to get the runaround when someone answers. A gentleman named ****** is supposed to call us back and never does. We keep telling them we cannot use your system so why did we pay a registration fee?

  

  Business Response

  Date: 03/03/2025

  Hello,

  Thank you for your communication. 

  According to our ******************* the charge for the product that was unable to be installed was refunded to the account on February 14, 2025. However, if you have not heard from ******, I will reach out to him now and bring this back to his attention to reach out! 

  Thank you again.

• Initial Complaint

  Date:01/25/2025

  Type:Product 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.

  We are a dental practice. We were using ********* dental for our claims. Mid 2024 ********* had a security issue, we were directed to use vyne. After switching dental software we noticed that we were paying both companies to do the same thing. After weeks of being on hold and getting "disconnected" we were able to cancel the statement account when I asked about a refund I got directed to accounting and never heard back. My most recent issue is that I'm trying to cancel our vyne trellis subscription. I've sent emails and left many voicemail messages. They didn't respond to my email but sent another invoice to the very email I requested the cancelation from. This is very frustrating, please help.

  

  Business Response

  Date: 01/28/2025

  Thank you for your message. 

  We have reviewed your message with our billing team and it does look like your account has been canceled in our system. We will have someone on our Accounting Team reach out to your urgently to address this matter.

  Thank you.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Yeah Dental website on 10/25/2024 for an xray unit priced at $1250. The order went through and charged my credit card. I attached the order summary to the email. I checked back a few weeks later for order status on their website and noticed it had been canceled. When I contacted Yeah Dental, they said this price was a mistake and they would not honor the price that was listed on their site for which I purchased. They have been avoiding my calls for them to honor the price and say I need to reorder for the new purchase price listed on their website. I believe they should have to honor this price as it is against the law for them to not do so.

  

  Business Response

  Date: 11/13/2024

  Hello,

  This is the incorrect business's page. This account is for ********************** and we do not sell x-ray units.

  Thank you,

  

  Business Response

  Date: 11/19/2024

  Hello,

  This complaint is for the incorrect company. This is the BBB Page for Vyne Dental, not Yeah Dental as stated in the complaint and the order document. Vyne Dental does not sell x-ray equipment. This complaint needs to be removed from the Vyne Dental business page. 

  Thank you,

• Initial Complaint

  Date:11/11/2024

  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.

  we are a dental office and Vynetrellis is a company providing online dental insurance verification.Vynetrellis in feb of 2024 sent a scamming email and asking to click on a link which seemed to be from another reputaple company. apparantly it was a commitment to a subscription and they have been charging our account 129/mo since feb and we were paying it. the ********* dental company which we were working with sent us those bills and we paid them. we just noticed an account dispcrepency and this is when we were alerted and we were told they have been charging us. we attempted to resolve this issue but apparantly they had a hack that sent these emails and yet they do not accept responsibility and not refunding us and perhapas many other in our shoe as well.

  

  Business Response

  Date: 12/04/2024

  Hello,

  We apologize for any confusion that the incident that occurred in February with a completely different clearinghouse may have caused in this situation. Your previous claims solution used the clearinghouse that was impacted, and to ensure that you were able to continue to submit claims, it was suggested to switch to Vyne Dental's clearinghouse services. We show that the office enrolled in this service with Vyne Dental on 2/28/24 with username *********************************************** This user logged in and accepted the terms and conditions on 2/28/24. This service bills based on enrollment. Once the user logged in and accepted the terms and conditions, the billing was prompted to begin and continue billing unless cancelled.

  Thank you.

• Initial Complaint

  Date:07/23/2024

  Type:Order 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.

  They continue to charge dental offices even when they contract has been terminated as per their policies. They charge people for services and the companies services do not work properly. They do not have a telephone number that a office/customer can call to speak directly to them. You can only email in hopes they will actually reply. IF they reply is IS NOT IN a timely manner. SERVICES DO NOT WORK AND THEY CONTINUE TO BILL FOR SERVICES NOT RECEIVED. HORRIBLE COMPANY DO NOT USE THEM!!!!

  

  Business Response

  Date: 07/29/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all customer feedback seriously and strive to provide excellent service.
  
  Upon reviewing your complaint, we understand that you were dissatisfied with the previously supplied resolution. 

  
  After thoroughly investigating the matter, we have determined that the initial resolution provided to you was in full accordance with our policy as there was no cancellation requested.

  
  We value your business and regret any inconvenience this situation may have caused. 

  
  Thank you for your understanding.

• Initial Complaint

  Date:06/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I am writing to address a pressing matter regarding the charges made by Vyne Dental on our account without our permission. As the owner of a dental office, I have been greatly disappointed with the lack of communication and incorrect billing issues we have encountered since we started using the Vyne Trellis platform earlier this year.I have made multiple attempts to contact the sales representative and the billing department via email and phone calls, as well as left voicemails since April 2024. Their billing department voicemails always guarantee a response within one business day. Unfortunately, I have not received any response from either party. Despite this, we continue to receive emails from their billing department requesting payment for outstanding bills. As previously stated in my emails and voicemails, we should not be responsible for any fees related to the trial service. The following charges listed below were made without any agreement or permission from me. I kindly request that Vyne Dental refund these charges promptly or else we will have no choice but to escalate this matter through authorized channels for resolution:1) $299 - Charged on 1/5/24 2) $299 - Charged on 2/3/24 3) $299 - Charged on 3/6/24 4) $378 - Charged on 4/4/24 5) $299 - Charged on 4/22/24 6) $763.81 - Charged on 5/5/24 Thank you for your attention to this matter.

  

  Business Response

  Date: 06/26/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you may have experienced.

  Please be assured that we take your feedback seriously and are committed to resolving this matter to your satisfaction. Our team will be reaching out to you today to discuss your concerns and work towards a solution.

  Thank you for your patience and understanding.

  
  

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use them for insurance billing for my dental office. I had no issues, until their marketing department kept calling telling us to upgrade to their newer product, called Trellis. Worst mistake ever. Once it was installed, none of the claims were going to the insurance companies. It is not compatible with our software and only AFTER it was installed their customer service told that yes they were aware it's not very compatible with our dental software. I want it uninstalled, have sent daily emails and left voice mails with our account person *********************** and her boss *************, and have not heard back from anyone. I have called daily and been left on hold for way too long. I just want it uninstalled and the old Fast Attach back and can not get anyone in the company to help us. I do not have the time or energy to try to be on hold daily to try to get help. ******* has disabled our work flow and no one at the company is helping us.

  

  Business Response

  Date: 06/20/2024

  Dear customer,

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you may have experienced.

  We have reviewed your complaint and are pleased to inform you that the software has been successfully uninstalled. Our team worked diligently to resolve the issue, and it appears that everything was fully addressed as of June 12th.

  We regret any inconvenience this situation may have caused you and appreciate your patience and understanding as we worked to rectify the matter.
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us.
  

  Sincerely,

  Vyne Dental

  Customer Answer

  Date: 06/20/2024

   
  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:04/04/2024

  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.

  Vyne dental/Remote Lite handles all of my insurance claim billing. On March 31, I tried to log in to send my open claims and was asked to update my password. This is usually a very simple thing, but this time the system has not allowed me to do it. My biggest complaint is that I am unable to get any help from customer service to resolve the issue. On Tuesday, I was on hold for 4 1/2 hours on the customer service line--no one ever picked up. I have sent numerous emails requesting help and now this morning I've already been on hold again for 20 minutes. My business cannot be sustained without being able to bill my insurance claims. I am very, very frustrated!!!!!!!!!!!!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 05/02/2024

  We sincerely apologize for any inconvenience experienced. *******, one of our Customer Service Specialists, reached out on 4/30 and was directed to speak with ****. He was provided ****'s contact details and promptly reached out and left her a message. ******* subsequently has followed up with another voicemail for ****. We are attempting another reach out to the contact given today. We hope to address the support needed directly with your office as soon as possible and ensure you are on a better path to success."
  
  Thank you,

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We use Vyne dental to process our claims, they continue to charge me for services that are not functioning and have neglected the 11 support tickets I have submitted over 2 weeks. I spend all day every day on hold, there is no effort made to ensure we have accurate claim filing and IT support in a reasonable time frame the first 4 tickets I was patient, it is absurd that new clients are being taken care of ahead of loyal paying customers.

• Initial Complaint

  Date:02/18/2023

  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.

  On 11/1/22 ***** from Vyne ******* conducted a demonstartion of their product. At that time, they offered a 30 day free trial. I informed ***** that I will be out of town from 11/11/22 11/28/22 and would be unable to test out the product until after that time. ***** said we could delay starting the trail. I agreed to a trail ONLY for the claim attachments and eligibility (base level package), which, if purchased, would be $99/month. A few days later I received a call to set up an install. I agreed I would have our office coordinator help install on 11/17/22 and the training with our staff could take plan on 11/21/22, starting our trial on 11/21/22. When I gave my credit card to start the trial, I clarified that this was just a trial and I would not be charged for the services. I was told that was correct and they just need a card on file as part of the policy. I found a charge for $244.33 on 12/8/22. I contacted ***** who agreed that we should not have been billed until January, and that we would only be billed for the $99 attachment and eligibility package. ***** stated she would call me back; she did not call back. I received emails from Vyne asking us to upgrade our package to a higher level package. I contact Vyne to let them know I was billed incorrectly for the higher level package and a month too early. They refused to refund the $244.33. They did adjust the montly billing to the $99/month package in January. I emailed again in January asking for a refund of $244.33. They refused, so I informed them I do not authorize any additional charges to my account and would be canceling if they do not rectify the situation. They did not reply and billed my credit card in February. I contacted them to refund and they refused. Also, we found a monthly charge for the past 1.5 years under a different business name that we found out was this comany. We had canceled a different product that they insist we did not cancel. They refuse to refund this money as well.

  

  Business Response

  Date: 04/11/2023

  Valued Customer,
  ********************** apologizes for the negative experience you had with our company. We take great
  pride in providing exceptional service to all of our customers and apologize that we did not live
  up to our usual standards.
  We understand that you were dissatisfied with being billed a month earlier than anticipated.
  Please know this is not typical of our service, and we are taking steps to address this issue and
  prevent it from happening again in the future.
  We value your business and would like the opportunity to make things right. We would be
  happy to send a refund in the amount of $244.33.
  Please accept our sincerest apologies for any frustration and inconvenience this has caused. We
  hope that you give us another opportunity to earn your trust and provide you the exceptional
  customer service that we are known for.
  Sincerely,
  Vyne Dental

  
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