Complaints

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

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• 

  Heartland Family Dental Care

  1200 Network Centre Drive, Suite B Effingham, IL 62401

• 

  Neibauer Dental Care

  11 Smokehouse Dr Ste 115 Fredericksburg, VA 22406

• 

  Neibauer Dental Care

  15187 Montanus Dr Culpeper, VA 22701

• 

  Neibauer Dental Care

  3128 Cowan Blvd Fredericksburg, VA 22401

• 

  Heartland Family Dental Care

  986 N Mitthoeffer Road Indianapolis, IN 46229-2622

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:03/12/2025

  Type:Service or Repair 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 had brought my son ***** ****** to dentist to get a cleaning to ******** Dentist at ************************* here in ************** and the dentist saw us and brought up how ***** needed braces/invisilign asap. I asked if it would really help due to his big underbite he assured me it would and gave me an estimate of 4200 for full treatment 10/12/2023. I paid for it in full and started treatment he said it would cover all visits and would be around 2-2.5 years of treatment and brackets all included. I paid for it and asked for sure it was paid for and he assured me it would fix his teeth and jaw. Moving forward my husband brought my son to his appointment a few weeks ago go and the new dentist proceeded to tell my husband they can no longer treat ***** she does not want to take on his treatment and that the other dentist quit all of the sudden. The new dentist did advise my husband that she would refer us over to a specialist which is not ok we paid for full service of 4200 and not even barely over a year they stop treating *****. I have tried three times to reach them and left messages and they wont answer or even call me back. I feel they owe me money back I signed a contract for a service they did not fulfill and it was not my fault. I want my 4200$ back or at least pro rated. This is not right!

• Initial Complaint

  Date:03/12/2025

  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.

  On 10/8/2024, I arrived at Neibauer Dental Care - Culpeper for services. Upon my arrival, the receptionist checked me in and asked if my insurance information had changed. I stated no and she further stated that I was all checked-in. I was never informed that my insurance provider was no longer accepted during the check-in process. On or about 1/15/2025, I received a $631.40 bill from Neibauer Dental Care. I contacted Neibauer Dental Care and was informed that their contract with my insurance provider was discontinued on or about 10/1/2024 and later renewed after my services were provided. Neibauer did not advise me of these changes prior to services and did not allow me to refuse services so that I would not be charged these excessive out-of-pocket expenses. I am disabled with limited income and this has created a financial hardship for me due to their failure to properly advise me of their change of status with my insurance provider. I am requesting a billing adjustment equivalent to the amount that I would have paid for services based on my insurance coverage and estimate that was provided for services by Neibauer Dental Care.

  Business Response

  Date: 04/02/2025

  His insurance deemed him out of network when he submitted the claim. The original date of service was October 8, 2024 so we submitted the claim electronically that day.  On Oct. 24, 2024, the insurance said he was out of network so they denied the claim and didn't pay anything.  When we received the denial on 10/24, we asked them to reprocess it.  They told us it would take 7-10 business days.   On Nov. 19, we resent the claim electronically.  On Dec. 17, 2024, they told us they are denying it still because he was out of network and that the consumer was responsible for the bill.  We have a treatment plan which we have prior to any treatment being rendered.  It shows insurance information.  So, it shows that patient, who is blind, is responsible for anything not paid by the insurance and we went over it verbally.

  Customer Answer

  Date: 04/03/2025

  Complaint: 22936913
  
  I have reviewed the business' response and am rejecting it because:
  
  Its my understanding from my insurance provider that the dental provider terminated its contract with my insurance provider on October 1, 2024, and failed to inform me via orally or in writing that their contract was terminated.  They had no right to bill my insurance company for any services provided after they terminated their contract with my insurance provider.  I would not have proceeded with any services had they informed me that they were no longer in network because I cannot afford to pay out of network fees for services. 
  
  
  Sincerely,
  
  ***** ********, ***

• Initial Complaint

  Date:12/09/2024

  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.

  I am filing this complaint to highlight significant issues with my Invisalign treatment at ********* Dental in ******, **, as well as ongoing customer service problems. My Invisalign treatment was initially scheduled to take nine months. However, the process has stretched significantly due to repeated complications, including four+ refinements. My case was not severe; I sought treatment to correct my bite and avoid future dental issues, such as another *************. Despite this, the treatment has worsened my dental alignment. A lower canine tooth, which was originally straight, is now misaligned. The current dentist lacks confidence that the issue will be corrected. I have gone through three dentists during this treatment plan and was informed only a week before my current dentist's departure that I wouldve been assigned a fourth. This turnover has caused a lack of consistency and continuity in my care. Given the repeated refinements, the significant delay beyond the original timeline, and the multiple dentist changes, I requested a full refund. Initially, I was told by the receptionist that higher management approved the refund. However, the Office Manager (*******) later claimed that I signed a document entitling to only $700 back. This decision feels unjust given the circumstances. I did not decline to complete the treatment because I changed my mind, but because Kings Oak Dental failed to meet expectations and deliver the promised results. Repeated inconveniences, inconsistent care, and treatment complications are the fault of the office, not mine. Throughout this process, the lack of communication and professionalism from management has been a constant problem. I have complained through ****** under AK King. Please read it. I believe a full refund is what I am entitled to because Kings Oak Dental was unable to meet its obligations to provide a timely and effective treatment. 4 refinements and 3 dentist later and I still have not met the original goal.

  Business Response

  Date: 01/08/2025

  Referencing Case # ******** 
  In regard to the complaint filed for Case # ********, we value our patients and the care we provide for them, and we take our patient concerns and complaints very seriously.   
  The patient complained at the end of her Ortho treatment that she was not happy with the current treating Doctor. I spoke with patient about her concerns and patient was in agreeance to be transferred to another Doctor to better meet her communication needs. Before ortho treatment was started it was explained to patient that only certain aspects of her request could be corrected and that at the end of treatment, veneers would need to be completed to meet her expectations. Patient signed consent documents and financial obligation forms before starting treatment with this expectation explained and documented. Patient was still unhappy with outcome and Doctor explained that they would be unable to meet patient expectations. Business Assistant explained to patient that because she was unhappy with the results Doctor agreed to refund back to her everything but the non-refundable amount. Patient was in agreement and signed paperwork to discontinue treatment. Patient received her final set of retainers at no charge. Patient was given the full refund amount excluding the non-refundable amount.  
  We strive to serve each of our patients with the highest quality dental care experience possible and take pride in committing to each patients oral health.  At ********* Dental Care we feel we have accommodated the patients needs by refunding all monies back to the patient outside of the non-refundable clause that the patient signed. 
  Sincerely, 
  
  ******* ****** at ********* Dental Care  
  

• Initial Complaint

  Date:11/07/2024

  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.

  I am reaching out today regarding a visit I made to your company, which I believe occurred in either March, April, or May of 2024. Unfortunately, I cannot recall the exact date as some time has passed. As we approach the new year, I was surprised to receive a bill for $133. When I called to inquire about this charge, I learned that my insurance claim had been denied. The representative I spoke with provided me with an outdated insurance number linked to my previous employer, which I no longer have. I explained to her that on the date of service I came in with my new insurance card which they scanned into the system but still end up charging my old employers.She assured me that she would investigate the matter and return my call, but I never heard **********, I received another e-statement indicating that I still owe the $133. Today, I spoke with a representative named ******, who was quite rude. She informed me that there is no insurance on file and proceeded to explain that the office is short-staffed and that previous employees are no longer available. While I understand staffing issues, my primary concern is why I am receiving a bill nearly a year later for $133 when my insurance has been active since January 2024. During my visit, I provided my updated insurance information, which was scanned into your system, and I only had x-rays done. At the time of payment, I was told that I had no outstanding balance and that it was covered by my insurance.I am trying to understand why I am now being billed for an amount that was previously stated as not owed. I believe this situation should have been resolved long ago, and I should not be held accountable for the shortcomings of your staff or the issues arising from being short-staffed.

  Business Response

  Date: 12/03/2024

  This is not a patient of ours. 

  Business Response

  Date: 01/08/2025

  I personally re-submitted the Insurance for patient when I spoke to her in the office for the 1st time in regards to this issue on 11/6/24. Patient  hung up on me when I called her to let her know the claim had been re-submitted. Insurance claim came back to office on 12/3/24 and was denied. As a courtesy to patient to resolve the ongoing issue I wrote off any outstanding balance same day patient has a $0 balance on her account. (See attachments)

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Talmeaka *******

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair 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 had an implant done by *************. *********** place the crown with abutment I believe it was
  tooth 11 and 12. On the opposite side an implant was done and ** *** also placed a crown
  and an abutment. On the right side a small amount of food was gathered between the crown
  and my own tooth but on the left side whenever I attempted to chew anything the gap was so
  large food was gathering between my tooth and the crown, the more I chewed and ate the
  more painful it became. Food was packing in that large gap at the gumline. It's not possible to
  even complete a dinner without having to get up and floss to remove the food.
  On my next visit with ** *** he concurred that there was a large gap between my tooth
  and the crown he offered to fill it with filling material, but he didn't have time to do it at that visit.
  At my next visit a couple weeks later I mentioned it again explaining it was very painful and I
  would like to have it fixed, at this visit he said well in your tooth next to the crown you have a
  filling what I can do is take that entire filling out fill it again and then close the gap but he didn't
  have time to do it at that visit. I went to see ************* and he stated he could put another
  implant in position 12 and I could get two separate crowns that would have fit much better. **
  ***** also put an implant possibly position 21 and *********** ordered the crown for 21 and
  again another abutment when I went to the office to have the crown glued I was told my
  appointment was 2:00 PM not 2:30 and the ** probably wouldn't be able to see me. iI was a
  simple procedure simply gluing in the crown when I asked her what exactly was he doing on
  that day she stated you're having a bridge done I was not aware of any bridge work being
  done. I questioned the $2700 bill that I had received prior to coming in that day I asked her for
  a print out of the billing and I left the office. When I got home what she provided was what the
  office charged me and what I paid there was no acknowledgment of any insurance
  reimbursement so the documentation she gave me was useless.
  On Friday June 21st I sent a text asked for a billing receipt from 2022 to the present
  showing the dental procedure performed, how much they charged, insurance allowable,
  insurance paid and how much I paid. I was told it was provided to you on May 1st But that
  document contained no insurance reimbursements. It appears they are unable to provide any
  evidence of how much my insurance company paid. In her text she repeatedly mentioned
  EOBs and that she could not provide EOBs
  In the next text message she stated that the account would be leaving her hands and
  send for collections. I advised her due to the dispute and her inability to provide any
  documentation as to how she calculated the $2700 I owe, I advised her it would not be a good
  idea to forward a disputed item for collection. She responded back I cannot supply you with
  information as to how much the insurance company reimbursed us she said she would
  proceed and forward the account for collections regardless of the dispute, and then
  sarcastically stated HAVE A GREAT DAY!
  Due to how painful the crown in position12 is it has to be removed and replaced with
  one that fits properly it's illogical to remove a filling from a good tooth next to it to fill in the gap
  and there was no mention of doing this no charge. I don't want a perfectly good filling to be
  removed to fill up the gap of a improperly fitting crown, I want to be reimbursed for the
  improper crown fitting and the abutment
  I'd like the office to clarify in writing through BBB that they are unable to document and
  show me how much reimbursement they received from my insurance per procedure.

• Initial Complaint

  Date:03/18/2023

  Type:Product 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.

  Last year I had to see this dentist because I had a horrible pain in my tooth. I have dental insurance. But they told me that they didn’t know if my insurance would pay for the visit so they asked me to pay and they said if my insurance paid them then they would refund me. Well, my insurance paid them and when I tried getting my cash refund back they refused. They said I had an old balance that I hadn’t paid. When ever I went to the dentist back in 2007 the dentist broke my tooth so he said that I didn’t have to pay for that visit and he felt really badly about the breaking my tooth. After that time I visited the same dental practice many many times and they never mentioned a balance until last year when I asked them for my refund. I want them to give me my money back. They are dishonest because they kept it even though my insurance paid them. Also, if they have a balance on their system they need to speak with the dentist who broke my tooth then they will see that he had waved the fees.

  Business Response

  Date: 04/07/2023

  We at Heartland Family Dental Care take complaints and concerns very seriously. We strive to serve each of our patients with the highest quality health care experience possible and take pride in committing to each of our patients' oral health. 

  
  

  Patient, ***** ******, was sent to collections by our office June 20th, 2010 for the amount of $850.30. Before that on April 14, 2008 the office refunded the patient $2,020.25. From my understanding, that refund was for the tooth the patient brings up at the end of his complaint. After that refund the patient had a $0 balance but was then seen again on 9/15/08, 10/9/08, 11/7/08, 12/23/08, 1/07/09, 1/28/09, 3/17/09, and 4/28/09. 3 payments with a final total of $80 were made at those visits and the patient never returned after the 4/28/09 visit. In April of 2015 the collection agency returned the account to us due to it being out of statute. When the patient was seen on April 6, 2022 we billed his insurance for the limited exam, x-rays, and recement. We collected $131 from the patient under the assumption insurance would not cover the recement. We did not collect the $103 for the x-rays and exam from the patient. Insurance did send payment for the recement and we applied that payment to the recement. When the patient requested a refund, we explained to him that he has a previous balance on our account and the payment he made was applied to the outstanding balance. After applying the payment to the outstanding balance from 2008, his current balance is $719.30. I have also responded to the ******** ******** *******'s Office on June 24th, 2022 and the Illinois Attorney General's Office on July 25th, 2022 in regard to the same complaint. 

  
  

  Should you require further information on this or any other matters, I can be reached at ************* **** ******** ******* *******

  Customer Answer

  Date: 04/07/2023

  ********** ********
  
  I am rejecting this response because:
  This is a complete scam. You never gave me any refund. If you claim you did, submit the proof. I never received any refund because the dentist said that I didn’t have to pay. I hadn’t even paid anything yet. Thus, I never received any refund. I was told by the dentist that I didn’t have to pay because he had broken my tooth so there was no balance owed. Also, I never went back again after that until this last time. Therefore, I am asking you to submit all the documentation showing I went back and I didn’t pay. Because obviously you were not going to see me all that many times if I owed you any money. I would also like to see the check or whatever you used to refund me that money. You had my address and I never received any bill from you or the collection agency neither phone calls and it didn’t even show on my credit report. 
  All those claims are false. 
  
  
  ********** ***** ******

  Customer Answer

  Date: 04/07/2023

  I would like to add that the way I went to receive services, nobody ever told me that I had a balance. Also, when they asked me to pay even though I gave them my insurance information, they stated that they were asking me to pay that fee just in case my insurance did not cover the services. They also stated that if my insurance paid for the services, they would refund me. Further, when I was there for the services, they never ever said that I had a balance. But later on when I called about my refund they said that I had a balance. When I asked why it was that they said it was about the tooth that the doctor had "fixed" but I explained to them that the dentist had said that I did not have to pay anything because he had broken my tooth. This dental place is trying to scam me. Just read all the reviews they have everywhere. They just do this to me, they do it to anyone they can.