ComplaintsforTend Dental, Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this dentist expecting to have a regular 6-month cleaning. It was not explained that I would also have a scaling and I had to pay for this extra service. I thought it would be a regular cleaning that is automatically covered by my insurance. Then when I didn't make the second appointment because I had just gotten a new job (which was fantastic because my husband is unemployed and has been for a year in this economy) they charged me a $100 fee! And they did not respond to my emails when I told them I could not make the appointment because of my new job. Also when I tried calling them on the phone I was on hold forever.

  Business response

  07/03/2024

  Hello ********,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us. We do not start treatment until financials are gone over to proceed with treatment plan which was the scaling root planing. The $100 fee was charged but refunded on 6/1/2024. 

  
  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was so excited to be**me a customer, but this place is a nightmare. Shady pricing, disorganized front desk, and nothing like advertised. I initially had a cleaning in November of 2023. First they called me after my appointment to tell me they **uldn't verify my insurance (even though I brought my card with me and have no problems with my insurance) so they're going to charge the card on file $435 for a cleaning with fluoride. Then after I call them 10 times to avoid them charging me, they say they were able to get my insurance to go through. Fast forward to six months later for my next cleaning and they book me in for an appointment, call me back to tell me they need to cancel it, call me back again to tell me its on, then cancel again, and then when I book an appointment online, I'm told the slot online isn't actually open and that I can't book it.Then a few weeks later I get a bill for $710 for October's cleaning -- for which my ** pay is $142. Once they realized they **uld charge my insurance, they hiked up the price. I emailed to gain clarity on all the itemized pricing for a simple cleaning and they gave so much attitude. They are not up front with the pricing, **mpletely disorganized, exorbitantly expensive, and their whole USP about being able to watch ** is bogus because the hygienist's arms block the ** the entire time and the cleaning tools make the ** impossible to hear. Stay away.

  Business response

  07/09/2024

  Hi *****,

  Ive had a chance to review your complaint, and Id like to apologize for your experience here at ****. Thank you for taking the time to share this with us. The cost for a full comprehensive exam, full mouth x-rays, and a cleaning is $650. For our members who do not have insurance and must pay cash, we do apply a discount to these services bringing it down to $375. However, since you used insurance, the full cost for the services was billed. We have processed a refund of $82.00 today out of the $142 you were charged to your card, after adjusting your imaging that your insurance denied. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was fitted for a mouth guard and Tend never communicated to me when it would be available. I then moved across the country and Tend took months to respond to my inquiry to send my mouth guard saying at first that they could and then that they could not because they claimed it had been past 6 months since my last fitting. It had not been. I then asked for a full refund for the mouth guard and tend has since not responded to any of my emails or texts since June 6th, where they sent an automated message saying that they would get back to me and I have since had no response. Extremely unprofessional and staff are not skilled in communicating clinical matters regarding patient care over the phone. They want your money and dont care about you at all.

  Business response

  06/18/2024

  Hi *******, Id like to apologize for your experience here at ****. We take your feedback seriously and appreciate you bringing this to our attention. I am currently reviewing your case with our Upper West Side studio and will respond with next steps once we've gathered more details.  I appreciate your patience while we work towards a resolution.

*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. ↩