4 Customer Reviews
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Review from Cassie G
1 star09/10/2024
This has been absolutely ridiculous. I went to refresh, they let me know I needed a deep clean and they submitted to insurance. Let me know I would hear from THEM in about 3 weeks once they got an answer from my insurance. I received a letter in the mail from my insurance letting me know it was approved. I thought they'll probably get the same info if not already and call me to schedule. I wait 2 weeks and hear nothing. I call them, it's now been 5 weeks. Find out that I was just simply put on the schedule for the appointment without being notified, and that it was set for the following Wednesday. At this point I'm annoyed but assume it's just a simple mistake. I reschedule the appointment. It was the last week in July. I get an automated confirmation text. I did not respond I saw it and thought we are all set. The day of the appointment I get told because I didn't reply to the confirmation text my appointment has been canceled. Nothing in the text says that's happening, no phone calls no Voicemail nothing. I found a new office that was WAY closer to my house, they needed a records release and my x-rays sent over. I called refresh over and over again and left message after message after message for *****. There is no possible way my calls were not being screened. It is now tuesday September 10th and finally I was able to talk to a person. I explained the whole situation and told her what I needed I was NOT rude to her. I told her what I needed and she was not apologetic with all the mess, she was outright rude. "Just so you know it can take up to 30 days for insurance to release the records that's them not us" and I said well that's super annoying because I've been trying to get this process started for over a month and now the appointment is in days. I asked if there is a manager in the office I can speak to, she says no they aren't in today but I hope you have a great day and ends the call. Unprofessional, rude, condescending, horrible experienceReview from James W
1 star07/28/2023
Had 2 caps done 12/2022 by excellent staff. Switched **************************** 1st of 2023 of which I informed Refresh. Then, I started getting bills for a $192 co pay monthly in 2023 even though bill was covered in full by my last insurer! Called 1st month and left message. 2nd month asked for supervisor who apologized and said she would take care of it. ***** kept coming, so left VM for owner (you can't call directly unless you're a new patient). Still no response, but still getting bills monthly after 8 months!!!My daughter who lives in New Castle said her friends have the same complaint!!!Finally, I filed a fraud complaint with Medicare!BEWARE!!! I'm sure they are intimidating other seniors into paying much like scams do! Too bad...staff us great; billing us sleazy!!!Review from Tommy R
1 star07/25/2022
I been seen at refresh dental for the last 2 or so years. My complaint is that as a new patient I can call in and speak to someone right away, but as an existing patient I have to leave a voice message and wait for someone to call me back to make an appointment. on my last two times scheduling and appointment I didn't receive a call back until I called the new patient line and requested a manager. this last time I purposely waited a week just to see how long it would take without someone calling me. So I called this morning ( my 4th attempt in a week) I selected a new patient line and aske for a manager and was ten transferred to a voicemail and left a message. Some one called me back in a few minutes so I began to share my experience and frustration. The person gave no apology and rudely began to ask what I needed. I stated the dental work that I needed and the manager person began to tell me the that the services I need were not on my chart. Services that I had discussed in the office over that past year. I had a full orthodontic consultation and discussed fillings , root canals and extractions. The person continued to argue that fillings were not in my chart. the person was combative so I aske to speak to someone else and she put on a manager whom I reexplained everything to. I expressed that no one has apologized to me yet and I also stated that the management there was poor. She being the manager took my complaint personal and refused my appointment then hung up on me! I have started dental work there that I cannot finish because of poo0 management and poor problem solving skills!
Refresh Dental Response
07/26/2022
Good afternoon.I apologize that you had a poor experience. In order to be able to provide a detailed response, please complete the BBB HIPAA release and I will be happy to respond in an attempt to resolve your concerns.Review from P. M.
1 star11/07/2021
Called in ********** location for an emergency on 11/4/2021 at 3:30 pm. Upper rear molder lost entire filling which was half of the crown and root is exposed and is giving me a lot of pain. Lady said she had to call the front desk to make appointment, but no one answered, I guess it was to much trouble for her to walk around the corner and ask someone. Said she would email someone and that they would get back to me. Friday 11/5/2021 I still didn't hear from anyone, my old dentist doesn't take my insurance but told me he would work with me and gave me an appointment for Monday 11/8/2021 at 930am. I bet if I called him early Friday he would have got me in. Refresh dental is a bunch of **** wagons and I do not recommend them not even for a teeth cleaning.Refresh Dental Response
11/12/2021
Good afternoon. I am sorry to hear that you had a difficult time when trying to schedule. The individual that you spoke with was unable to "walk around the corner" to ask because our scheduling calls are handled in an offsite call center is in. I have reached out to the office manager and the regional manager to ensure that any necessary coachings are provided. If you are still looking to be scheduled for treatment, please let me know and I will work with our teams to get you in to one of our offices which are local to you.Thank you kindly,Customer Response
11/12/2021
It was for an emergency appointment which this is the first response from your office, I already got it taken care of no thanks to Refresh Dental, your office is a joke and I have a new dentist now so cancel all my future appointments as I will not respond to your text messages the same as you never responded to my emergency appoint.
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