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:11/08/2023

  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.

  I've had a lot of issues with this dental office in the past couple years and because my insurance only accepts certain providers and a lot of those other providers are not accepting new patients, I am essentially stuck in the middle of this arguing just to get a follow up six month cleaning appointment.- When I am able to book a six month follow up cleaning appointment the office will call and cancel that appointment the day of within the hour of my scheduled time and proceed to tell me that the only availability they have is another 12 months out (This seems to be the norm here). - After a cleaning when I go to the front to schedule my follow up appointment they tell me to call back in three months because the availability gets better but when I do that, they proceeded to tell me that they can't get me in anywhere from 10 to 14 months out. - my last cleaning a few weeks ago instead of rescheduling me, they handed me the doctors cell phone number on a piece of paper and told me to text him in six months when rescheduling my next follow up appointment but because I've been down this route before, it essentially leads to no availability or a booked up schedule.- Anytime I ever ask for a manager I'm either hung up on, or they place me on hold and I sit there until they hang up on me - Because of these issues, and a prior complaint to the BBB, the manager, (******) had reached out to me and was able to help get me scheduled. When I encountered this problem again this year, she was the one who had to schedule me and now that I'm having these ongoing problems, the office won't schedule my appointment, connect me to a manager, or offer any solution to reschedule me.Can you please help me figure out how to get this business to schedule my 6 month appointment without the run around or asking me to text the doctors cell phone directly. The only way I've been able to schedule this last year and a half is through ****** and now she doesn't seem to be work there anymore

  Business Response

  Date: 12/20/2023

  Reply Statement Date: December 20, 2023
  We are a Dental Management Organization (DSO) that facilitates the coordination of care between Independent Dentists (Providers) who offer dental services and Insurance Companies (Payors) that are maintaining network.
  We understand and regret the frustration you experienced while attempting to schedule an appointment. Unfortunately, the scarcity of dental professionals willing to accept insurance reimbursements ranging from 20% to 30% of customary charges, coupled with delays in credentialing by insurance companies, has created challenges in maintaining an adequate staff in certain regions. Consequently, scheduling issues may arise.
  Despite these challenges, our commitment to treating patients with respect and ensuring continuity of care remains unwavering. Operating as a multispecialty office, we serve numerous patients, but occasionally, scheduling mix-ups or last-minute unavailability of treating dentists may necessitate rescheduling of patient care. We sincerely apologize for any inconvenience caused and value your understanding.
  We encourage you to give our office another opportunity to provide you and your family with dental services. We are dedicated to resolving any issues and delivering the high-quality care you deserve. Thank you for your patience and understanding.

• Initial Complaint

  Date:05/17/2023

  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.

  On November 29, my son had the first step of a mold being taken for a pallet expander to be made. The orthodontist, Dr. **** *******, stressed that we must return within two weeks or risk the mold not properly fitting and the need for us to pay for new mold. At this appointment we paid 500 and had a contract to pay a total of 2,000. Scheduling insisted the next appointment would be in 4 weeks, December 29, due to holiday and manufacturing issues. We questioned Dr. ******* stressing two weeks and were told it would be okay. December 29 (paid 187 per payment plan agreement), the device was bonded to his upper teeth by two female staff members, no orthodontist was present during bonding procedure. One staff was questioning that the bond looked bad and other said it is new design. Staff had to leave to consult Dr. ******* several occasions while leaving my son with a device holding his extremely small mouth (why he was having procedure done) wide open. Staff were unable to demonstrate how to adjust the expander, as we would need to do nightly, so Dr. ******* came in. We were given tool not in sanitary wrapping. Never given paperwork on care. Told he could have gummy candy. No warning of eating soft foods to avoid choking like he has on website. I even questioned caring for it. We had issues adjusting and watched ******* videos. Everything was backwards for us. Next visit was January 12. Questioned it being backwards. Said he already complained to manufacturer. We had another provider remove it since then. We asked Dr. Dyllons office for refund and filed complaint with PA professional compliance office. Investigation is open. Dr. ******* also has been federally indicted along with 11 other associates and we have concern about where device was manufactured. Office refuses to disclose information. Says it's not part of chart. Was told via phone I could come in person only and they could not email, mail or over phone. Now they refuse to schedule or respond to my emails

  Business Response

  Date: 06/05/2023

  Hello,
  Kindly be informed: 
  Dr.********* ******* is an individual contractor. Therefore, please send the mails directed to Dr.**************** to : ****************** (Dr.********** *******).
  Thank You

• Initial Complaint

  Date:04/20/2023

  Type:Customer Service 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 have ********* insurance is the closest place that that I can go to for my teeth to get extraction from I been made a appointment I been waiting for months and then I get to my appointment on time no call from them telling me.my appointment was cancelled then said the dentist had a emergency they dint have time to notify me that they cancelled my appointment because the dentist had a emergency pop up last minute when I'm already on my way they then I was forced to reschedule and wait even longer it's April I have to wait now till July I have 3 broken teeth that I been waiting and in pain to be helped

• Initial Complaint

  Date:04/06/2023

  Type:Customer Service 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.

  In November, my son had braces put on his teeth at an office run by the company who owns Smile Krafters that was located in Quakertown. He saw the doctor one time in December and then Dr. ****** went on medical leave until March. At that time, I was called by an office employee and told Dr. ****** would be resuming his role as orthodontist, but could only see his existing patients at his office in Allentown. I communicated to the receptionist that I wasn’t sure if it were feasible for me to drive up to Allentown once a month for his adjustments. I live an hour away from Allentown. I asked her if someone could call me back to talk about what reimbursement options were open to me, as I had already paid my full portion of the bill which was about $2,500.00. In the meantime, I scheduled an appt. to see the orthodontist in March. Today, my son had an orthodontist appt., which I had to cancel because he was ho e with a fever. When I tried to reschedule the appt. I was told that they couldn’t see him until June 22, 2023. This is an unacceptable delay in his care. I left 2 messages today alone to talk to an office employee about scheduling something sooner and no one answers and the call is forwarded to a scheduling service they have who insist they cannot fit us in before the end of June. That is almost 3 months! I have yet to hear from anyone at the office in regards to getting a reimbursement so I can find a new orthodontist who is closer and able to reschedule appts in a timely manner. I want someone who works at Smile Krafters to call me back with an acceptable appt. and discuss discontinuing service.

• Initial Complaint

  Date:03/30/2023

  Type:Product 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.

  My daughter was supposed to have an expander done with orthopedics in January. We had the consult and mold made paid the deposit of 500$ (the appt was 1/16 it was posted to my husband's account on 1/17) and were waiting for it to come in. Her first appt was canceled due to something with the dentist being out for almost 6 weeks. The next one was canceled by them. Then the pediatrics cancel saying the company no longer takes her chip insurance. No where in office or on their website do they say they no longer accept it. The insurance company also never received anything about them canceling them. So not only is it now almost April with nothing done but every time I call, and I've called multiple times over the last 2 weeks, nobody can get me to a manager or someone in billing. They are only open on Thursday they say. So I go in on Thursday, today, to speak to someone. They tell me the manager is in a meeting and will call me. I won't leave so the receptionist finally tells me she can start to process a refund but it's by a check. And the manager will call me today. I finally leave and hear nothing. So now I have to go back down next week. On top of this they will not schedule my niece in pediatrics for her 6month since they do not know if they will be open since their dentists are leaving. I'm tired of the run around and not getting to anyone who can do anything. They all just say someone will call. Well when? I want my money back for the work that wasn't done and can't be completed due to their end.

• Initial Complaint

  Date:03/28/2023

  Type:Billing 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 oral surgery in December. Paid over $100 out of pocket for anesthesia and then wasnt put under nor was refunded the money and Ive been trying for MONTHS to contact someone or get a call back or get my refund! This is ridiculous.

• Initial Complaint

  Date:01/16/2023

  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.

  Put deposit on services for my daughter. Work was never done. Was told I would get refunded. They admit it is owed me but give me a runaround. Promise calls, never happens.

  Business Response

  Date: 01/27/2023

  Our patient charts are kept under the individual's name.  Since the parent is requesting the refund we will need to have the child's name in order to look up the appropriate file/chart.  Please provide us with the name of the patient so we may respond accordingly.

  Thank you