Business Profile

Dentist

Mortenson Family Dental

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Mortenson Family Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

20 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/22/2025
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.
see Attached document
Business Response
Date: 04/25/2025
Response: ?Our practice has been in contact with you and explained we will be submitting an appeal to your insurance company. Due to HIPAA regulations, we cannot publicly respond to anything further. Please continue to remain in contact with the office directly for further communication.
Initial Complaint
Date:04/07/2025
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.
My dentures broke in half on December 8th and needed repair. On December 9th I called to ask the procedure for getting them repaired. I was told that an office visit was "required" in order to get a denture repair. I accepted an appointment a few days away for December 16th. Upon going to the appointment the person did x-rays of my mouth without the dentures. I don't understand why? I didn't have any issues with my mouth, just dentures broke in half. When I picked up the repaired dentures there was no explanation of charges or a possible balance except for me to pay $20 to the person I believed to be the bookkeeper. When I received a bill in the mail I was very confused by the bill. I had some questions. Why is there a "0" in the charges column but "78" in the balance column. What is a date of service adjustment? What is a 504 Sq payment and why a "0" in the charges column but $58 in the balance column? Why am I charged $99 for a few seconds look at my dentures to see they're broken in half? (D0141 code) I went to the office to ask to speak to the bookkeeper and I was told by the person at the desk they don't have one. I was told the bills are sent through a third party yet the "sent from" address is the same as the "send to" address. Where is that third party and why is it not listed on the bill as a contact for billing questions? Why was the person at the desk unwilling to answer questions except to say "well we haven't had new x-rays in 2 years" and "it's required" for an appointment to drop off for repairs? I do love Dr Fox as a dentist but if there are going to be unnecessary charges without any explanations for the reasons I have no other choice but to search for a different dentist in the future.
Business Response
Date: 04/15/2025
Our practice has been in contact with you and explained insurance procedures, but due to HIPAA regulations, we cannot publicly respond to anything further. Please contact the office directly for further communication.
Customer Answer
Date: 04/16/2025

Complaint: ********

I am rejecting this response because: NO ONE from that office has contacted me. I'm not sure why they mentioned insurance processes because I pay in cash with a debit card. Nothing in the response mentioned the actual reason for my initial complaint - the requirement of unnecessary procedures for a simple denture repair. I'm not sure the actual dentist is aware of my complaint but rather is a response from the staff. I just want to know why things are required when not necessary to the repair of a broken denture. I like the dentist very much but cannot continue as his patient because of his staff.

Sincerely,

***** *****
Business Response
Date: 04/17/2025
Thank you for your feedback. To ensure your privacy, we invite you to contact our practice directly for further discussion.
Initial Complaint
Date:10/14/2024
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.
Had set up dental appt and confirmed ins with Mortenson 07/19/24 appt. Was told they take both insurance and gave printouts both visits that insurance would pay and it would be $0. Called to Mortenson on first bill and received 2nd bill in mail and went to office on 10/11/2024. Spoke to ****** and was told they do not take that insurance although they told me they do first and second visit. She stated that they was just notified after the second visit that they do not take that insurance and a note was put in the computer. The office should be fully aware of what insurance they take and which ones they don't. I purchased two dental insurance for my son so that we would not have a bill to cover. Since it was the office mistake, they should have wrote off the remainder of the bill otherwise if I had went to a office that did accept the insurance I would not had to pay anything out of pocket. It seems they are knowingly telling customers one thing in order to get cash payments or bill for services that should have been covered if they had told the truth from the beginning or be fully aware of their job as a office specialist.
Business Response
Date: 10/22/2024
Our practice has been in contact with you and explained insurance procedures, but due to HIPAA regulations, we cannot publicly respond to anything further. Please contact the office directly for further communication.
Customer Answer
Date: 10/23/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
Date:04/25/2024
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 was seen by this provider for a ******* ******* that was placed 02/27/24. When I Returned home the numbing wore off, and I was in immense pain. I contacted the office on multiple Occasions and was finally set for an appointment on 03/11/24 to address this excruciating pain. (13 days later) It was on that appointment when the doctor informed me that the ******* was drilled too deep and was sitting on my nerve, that’s what was causing the extreme pain. Then I was informed that the tooth was dying, and I would need a root canal. It was also turning gray. Tooth number 7, located in the very front. I then inquired and asked why it was drilled too deep and if a root canal needed to be done, they should’ve did that in the first place. It would’ve saved me the worst pain of my life. They then proceeded to bill my insurance for a root canal that they did perform and then after the root canal, they told me I would need a crown, but they would also build that to my insurance. Which my insurance I shouldn’t have had to pay for their mistake, but they did. When came time for the crown, I’m sitting there in the procedure chair the office manager comes and tells me that my insurance will not cover the crown. Of course, they shouldn’t have to it was a fine tooth. So I then reached out to the manager, letting her know the doc had made a miss diagnosis at least. And that I did have a letter from Another local Dentist stating that the ******* was drilled way too deep. And all I was asking for was for them to fix Their mistake and only cover the crown. They inform me that they were canceling me as a patient. I’ve been waiting for 5 months for my partial to be completed. Delivery for said partial was due any day. She informed me they are canceling that also and there’s nothing that can be done. This is not how you remedy this. The extreme lack of empathy for patients from this organization is mind blowing. I just want my partial and we can part ways
Business Response
Date: 04/30/2024
It is our understanding the practice and our Director of Operations have been in contact with this patient. A copy of the communication as well as all clinical notes and signed consents by the patient were also shared with patient and the insurance carrier. Any further communication will require legal measures.
Initial Complaint
Date:04/04/2024
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 went to this dentist to get a treatment plan started for partials/dentures on 8-1-23. Got the partials put in 3-4-24. In between these dates I had some fillings done and had 5 teeth pulled on the last appointment 3-4-24 then immediately they put partials in. They did not explain ANYTHING! I was sent home and had a follow up appointment the following week. This appointment was to check on the healing of mouth from extractions. I missed this appointment. The only appointment I've missed the entire 6-7 months I've been going to this office. Though they have canceled 2 of my appointments though the text message service they use, wanting me to reschedule. The message said because the business hours changed. Now because I missed my last appointment they refuse to schedule me any other appointments. They want me to call EVERYDAY to inquire about cancelations then they'll get me in that day. My boyfriend had an appointment on 3-26 with the same place, he asked if he could cancel his appointment to give to me. They refused, because they don't do the service I needed the day of his appointment. Now it's a month later and I still haven't been seen and the partials that was given to me need adjustments, not to mention the partials (teeth) are different colors and different sizes, they also left a bad tooth in my mouth after the 5 extractions. My insurance (medicaid) has paid for these procedures. I'm at a point where I don't know what to do, I've called them for cancelations more times than i should had to and they never have a cancelation. Not to mention they told me I have to do this 3 separate times before they'll start making normal appointments again. I'm just looking to get in to this dentist that has been paid for work and get it completed, CORRECTLY! Thanks for any help you can provide.
Business Response
Date: 04/23/2024
Thank you for your feedback. To ensure your privacy, we will contact you directly for further discussion.
Initial Complaint
Date:04/03/2024
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.
see Attached document
Business Response
Date: 04/25/2024
Thank you for reaching out to us. It is our understanding the practice has been in touch with you and your refund has been posted. Please contact the practice directly should you have any further questions or issues.

Customer Answer
Date: 04/25/2024

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,

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

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:10/23/2023
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 have been a patient since 2018. I went in for a biannual cleaning and X-rays on 10/2/2023. I was told my insurance completely covered the visit. On 10/17, I receive a letter in the mail. I owe $85.75. I stopped by the dental office for an explanation. Thinking it was a billing mistake. The office manager was extremely rude to me, stating my dental insurance "chose" to pay as a "bundle" of X-rays, which I had already used my allowance for. The office was correct, my insurance wrong. I call Delta Dental, my insurance. They state the Dental office is aware that that many X-rays would be bundled. The office took too many. In order to be fully covered, with no out of pocket, the dental office needs to rebill, with one less x-ray. Delta Dental states this is the dental offices billing departments issue to resolve. I have escalated this to Mortensons regional office. They are refusing to remedy this. In an attempt to get $34 more from my insurance, Mortensons is causing the claim to be denied, and me to pay $99 (85.75 after a credit) out of pocket. To add insult to injury, Mortensons billed my insurance $77, patient responsibility is $97, but they than billed me for $99. For something that should be 100% covered with no out of pocket. I'm paying more than insurance. More than an uninsured person. If I was uninsured, I could go without insurance to a new dentist, and have a cleaning and X-rays done for $99. If Mortensons does not want to accept in network payments, they shouldn't be an in network dentist with Delta Dental
Business Response
Date: 10/30/2023
Please see the attached document with our response.
Initial Complaint
Date:06/16/2023
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.
Got 3 crowns done 18 months ago, 1 is cracked, 1 is not sealed properly, and 1 fell off. They were all done the same day. I went there yesterday to have 1 re cemented and they are charging me $120! The other two they want to charge almost $1800 to fix. I feel a porcelain crowns should not need repair in 18 months. They told me they want to charge me bc the dentist who did them 18 months ago retired so I have to start new with new dentist there. That is ridiculous. They should stand by there product and the employee who worked for them. They should be liable to repair when it was just a short time ago.
Business Response
Date: 06/26/2023
Dear Sir or Madam,
Thank you for the opportunity to respond to the complaint filed by ****** ****** . We will be responding to the consumer directly on this communication.
Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised. We appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.
Customer Answer
Date: 06/27/2023

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.
As long as Mortenson Family Dentistry contacts me and stands by all 3 crowns put in 18 months ago that has issues without charging me for a product that should be good for 7-10 years!

Sincerely,

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

***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Customer Answer
Date: 07/12/2023

Complaint: ********

I am rejecting this response because:
From: ****** * **********************
Date: Wed, Jul 12, 2023 at 9:45 AM
Subject: Re: You have a new message from the Louisville BBB Complaint *********
To: Better Business Bureau *******************************

To date I have not had no one from Mortensons reach out to me regarding my complaint as they agreed to do.

Sincerely,

****** ******
Business Response
Date: 07/13/2023
We have made multiple attempts to reach out in response to this complaint but were unable to leave a message because the voicemail box was full. We have also tried to reach you via text message. Please give us a call at ***** ******** or email ********************** at your earliest convenience. ?Thank you.
Initial Complaint
Date:05/31/2023
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 began treatment of Sure Smile (teeth aligners) in June 2022. I was told I would get two trays bi weekly and would have to come into the office to get them. I was initially on a plan for 22 trays and would re-assess upon completion of those trays. I was guaranteed that I would be rescanned and given new trays should my teeth not move fully to satisfaction upon completion of the initial trays, at no charge. Upon completion of my 22nd tray, I was not happy with the results and requested a re-scan (3d scan). Pictures of final results attached. An appointment was set for 1/25/23. Said appointment was then re-scheduled 4 times, generally the morning of the appointment with no explanation. 6 weeks later I went in for a teeth cleaning and asked my hygienist what was going on and she informed me the Doctor had quit and they had gotten a new Doctor in the office. I was NEVER informed of this. The new Doctor came over and examined my teeth and said "you absolutely need more trays" we will get you re-scanned. I was re-scanned a week or two later. 3 weeks later no word from anyone. I call and am informed the current Doctor is not licensed in distribute trays. I was then told I would be getting a full refund after my case was assessed and all Smile patients would be going to ********* *** 4 weeks later, no refund. I call ********* ** and they inform me that they are actually not taking Mortenson's patients. I call Mortenson for an explanation where they inform me that they are retracting my refund and I have to go to their Florence location to finish my treatment with *** **** and I need to call their office to make an appointment. I call the Florence location where I am told their office is not equipped for Sure Smile and the employees are not trained to handle Sure Smile patients. The attached billing statement shows my refund that I have NEVER received. I have not had trays in over 4 months and will need to completely start over as my teeth have shifted back!
Business Response
Date: 06/09/2023
The office has been in contact with the patient and resolved the issue.
Initial Complaint
Date:05/22/2023
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.
see Attached document
Business Response
Date: 05/30/2023
There are no details or attachments for this complaint. Please advise
Customer Answer
Date: 06/01/2023
Customer provided attachments for the complaint.
Business Response
Date: 06/08/2023
Thank you for the opportunity to respond to the complaint filed by ****** ******* We will be responding to the consumer directly on this communication.
Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised. We appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

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Mortenson Family Dental is NOT a BBB Accredited Business.