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:01/24/2025

  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.

  This place has been nothing but a **** nightmare. I initially came here in the beginning of November I came with my own x-rays, already been to a different dental office so I was in the process of switching dental offices. My very first appointment was scheduled for 12 PM. I didnt end up getting out of this office until almost 5:00 PM. The wait time was so long and I was waiting only for the dentist to come in there for like five minutes to do a quick exam and tell me all the things I need to get done. That was the first red flag, but I put that aside because I was able to get a treatment plan and treatment coordinator reassured me that I will be able to get an appointment to start getting the work done before January. I kept calling for weeks at a time to find out if there were any sooner appointments for me to come in they never had any appointments. So my appointment was supposed to be yesterday, January 20th. I get a text alert and a voicemail saying that they closed the office due to inclement weather. The roads were not that bad outside yesterday, but Im thinking OK since they had to cancel everybody who had an appointment yesterday like me they would make sense of it and reschedule me for a new appointment as soon as today, but when I called up there as soon as they open at 10 oclock, spoke to some chick *********, shes telling me theyre all booked up for the day and basically I will be looking at an appointment in early March. I asked to speak to a manager I waited all these months been in pain. The insurance already approved my treatment plan now theyre playing games about trying to reschedule me. I dont know how this place is even in business the way that they treat their customers. Manager gets on the phone. She has an attitude so Im explaining to her everything how Ive been waiting since November you guys have never had sooner appointments before January. I wouldve been went somewhere else had I known I would be waiting until January

  Business Response

  Date: 01/27/2025

  The patient came to the office for check up on 11/11/2024 , we went over her treatment plan to her insurance and she was aware that we have to submit her treatment for approval before starts treatment (insurance requires Pre-D) . We scheduled the patient for treatment on 01/20/2025 and she was given the option to add her name on the cancellation list for sooner appointment or to walk-in in case of pain or emergency .Antibiotic was prescribed for her as well. We got partial approval on her treatment and we did contact her to go over what was approved .

  Snow storm started the night before 01/20/2025 in state on MD , we sent text messages early in the morning on 01/20/2025 to all of the patients on the schedule  informing them that due to bad weather and roads condition , Now dentistry will be closed this day and the staff will contact the patient to get them scheduled ASAP. the front desk were available to take calls until the next day where we can reschedule appointments.

  (Now Dentistry will be Closed for today due to inclement weather and ongoing road conditions. Please stay safe. We will contact you to reschedule your appointment. If you need assistance ,please leave a message and we will return call as soon as we can ************
  01/20/2025)

  On 01/21/2025 patient called at 10:05 Am and requested to be seen immediately, the assistant manager informed her that we just opened at 10:00 Am and we will see how is the schedule will go for today and we will call her back to get her in as soon as possible today (01/21/2005) or during this week , we also offered her to walk-in if she is in pain and we will try to take care of her concern and still schedule her for the rest of the treatment ,she got upset and she said that it is not her fault that we closed on 01/20/2025. we tried to explain to her that it was not safe for the staff or patients to drive because of the road conditions . she started to scream and insult the assistant manager and she hang up.

  She called on 01/23/2025 requesting a copay of her x-ray and it a digital copy was sent to her same day.

  Change in weather is not in our hands but it is our responsibility to make sure that all the staff and patients are safe to drive .she has the option to walk in if she thinks that she has an emergency ,but we to offered her multiple options and unfortunately none of these options worked for her . All of our patients for 01/20/2025 have *** rescheduled for treatment and we appreciate their understanding of the situation.

  Thank you 

   office Manager

• Initial Complaint

  Date:12/30/2022

  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 made an appointment with Now Dentistry for a standard cleaning and X-ray. After the initial exam, I was told that I needed a root Canal and two fillings. The receptionist demanded money upfront and insisted that a pay prior to receiving the service or receiving my insurance statement. When I received my insurance statement, it was significantly lower than the amount I paid the dental office. I paid the dentist $714.00 and the insurance stated that I only owed $249.50 of the entire balance. The dentist is refusing to acknowledge that I was overcharged or provide a refund. I spoke to my insurance provider and they agreed that I overpaid for the services rendered. I am now seeking a refund for the overcharged amount.

  Business Response

  Date: 01/06/2023

  Patient presented to our office for a comprehensive exam , after examination she was advised to get root canal, crown and fillings. Treatment plan and her copay was presented based on the insurance contracted fee and the coverage level .She first decided to start on the root canal and the crown only and she paid $ ****** then she decided to add more treatment and she paid an additional $159.20 . we have an office policy that if the patient agreed to the treatment plan and copay we collect the copay same day or we arrange an in office payment plan .It was her choice to start same day ,she could have called the insurance and get the estimate before she starts treatment .
  Patient agreed to the treatment plan and she signed the consents with the payment receipts.
  We submitted the claim for the exam, xray, root canal , fillings same day . The crown was billed separately because the insurance guidelines states that the crown must be submitted on seat date (the day that the patient receive the final crown).
  
  On 12/28/2022 we submitted the crown claim (patient came in for the final delivery after receiving the crown from the lab).
  
  Patient came in to the office on 12/29/2022 with EOB she received from insurance company . she accused us for over charged her. We explained to her that this EOB (EXPLANATION OFBENEFIT ) she has received from insurance is missing the crown ! that's why the copay is not the same and we advised her to wait until she receives the second EOB from the insurance and that will have her other copay .
  
  We also explained to her that the crown claim was submitted on 12/29/2022 and it will take at least 3 weeks for insurance to process it . she was still not accepting that .
  
  we received payment on the first part of the claim and insurance still processing the final part of the claim . As soon as she received another EOB from insurance she will be able to see that the copay she have paid was the correct amount if not more .
  
  she filled a complaint with the finance company that she used and we sent them all the detailed documentation .
  
  Since the patient did not accept our explanation and accusing us for having zero understanding we have decided to dismiss her from the office . At the meantime we are waiting on the claim to be able to finalize her account.
  
  Thank you .

• Initial Complaint

  Date:11/16/2022

  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.

  Hello, this is Nancy ****** filling a complain on behalf of my fiancé who is not very knowledgeable on English. My fiancé came from Kenya in September of this year and had teeth issues. We visited now dentistry where they did root canal on his two upper front teeth and also did some cleaning and filling on his upper teeth. One month later one of the teeth they fixed broke and was very sensitive. We went back to the clinic where they offered to fix it and also fill the other cavities he had. I have known my fiancé for three years and he had cavities on all his teeth. Upon paying for the filling, I asked the receptionist whether the payment I made was for all the teeth with cavities and she said yes. I left my fiancé to get his filling done but about twenty minutes later they called stating that he had two more cavities and I needed to pay more. I declined to pay more because she had said whatever I paid was for all cavities. I later picked up my fiancé and upon getting home I realized they didn't do two teeth and when I called them to ask, they said they were not covered. We also realized they created a problem another front tooth they had worked one which is now causing my fiancé to be in pain and have teeth sensitivity. We are tired of having to go back for the same issues and it seems like the people there didn't care much of what I was saying. My fiancé wrote a review on their website, and they asked him to get a better translator which I felt was offensive. I have been here for 8 years and know very well everything they were saying. I'm the one paying for all the services so there is no way I would allow them to work on my fiancé if I didn't know what they were telling me. I feel they should pay us back for the suffering they have caused both of us to go through and to also get money to pay another dentist to correct their mess and finish the teeth they didn't work on. Please help us get what we deserve. Thank you.

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/11/17) */ when patient came here for the first time , we had a complete oral evaluation. you were with him and you have translated everything to the patient in details . You were given a detailed report about his treatment and procedure , we also went over costs and insurance coverage . You made the decision on the patient behalf where to start and treatment was completed same day . Then you contacted the office concerning about a tooth that is giving him sensitivity . we got him in the office the very next day and since we have worked on this tooth before we took care of it for him immediately without any additional charges. You asked what else he needs and we explained to you that based on the last exam done he still needs more fillings and other procedures including the cleaning . we went over his insurance coverage and copay with you and you translated to him everything , then he signed his consents and treatment plan. we asked you to stay in the room with him so you can translate between him and the staff but you went back to your car and we started the treatment . After the dentist finished his scaling he saw more fillings that were not treatment planned before, so we contacted you to inform you of the new findings and to ask you and the patient permission weather to take care of these teeth or not. you came back in the office upset how come there is more fillings !! we clearly explained to you that sometimes after the cleaning we might see more fillings and we just want you to be aware of it , there is no obligation to fix them immediately. Between the staff and the patient there was no direct communication due to the language so any information was delivered to the patient as far as his copay or treatment details was translated by you . he did not show any signs of concerns or complaints during his visit. The treatment was completed and you left the office with an updated copy of the treatment plan. An hour later , you called the office asking why he has a whole in one of his teeth! we explained to you that this tooth needs different kind of treatment as mentioned at the very consultation visit and you have decided to wait on fixing it until his insurance can cover it ! I think we worked very hard to explain his dental needs as well as the insurance coverage and copay . we were here for him when he requested to be seen .Treatment plans and copays can change and that 's what it is recommended to be evaluated once every six month . we can not guarantee that his treatment will remain the same for any period of time . Our intention was not to disrespect him when he sent a comment as you mentioned, We offered him the best service as possible . Thank you Now Dentistry team Consumer Response /* (3000, 7, 2022/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) After he got home he had another teeth which was affected when they were doing the filling. Two days later the teeth they had fixed on that day broke agin and we cannot come back to the clinic for the third time to have the same two teeth fixed. We need compensation to get another dentist to work on those two teeth. I have attached a picture of both teeth that are broken and the two pieces that came from them. Business Response /* (4000, 9, 2022/11/18) */ We will be very happy to evaluate the teeth you have mentioned . We do accept walk-ins five days a week . you are more then welcome to stop by the office or you can call to schedule an appointment so we can evaluate the teeth and see what is the proper way to take care of the situation. Thank you Consumer Response /* (4200, 11, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We would like to see a different dentist. We don't feel comfortable at all coming back to your clinic. You also stated that he did not have the two cavities but according to the dentist we saw two days after we left your clinic on October, the cavities were there. We have x-rays and treatment plan showing that the cavities were initially there. We first came to your clinic on October 2nd and went to the other clinic on October 5th so there is no way he got them in two days. we would like a compensation for the two broken teeth and the two cavities you didn't take care of.