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:01/15/2025

  Type:Service or Repair 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.

  During a new patient routine cleaning in the cedar park location on 1/14/25, I was told by the doctor that a manager needed to come by and explain future treatment. This amounted to 8 pinpoint cavities and the need for Invisalign, to remove pressure from a couple of teeth. I explained to this manager that I did not wish to proceed with treatment because I had reservations about the treatment outlined. I was asked to sign a document stating that I at least reviewed their treatment. I was then asked to sign another document that I would not receive fluoride treatment during the cleaning. I refused to make any further appointments upon checkout. Later this evening, I received an emailed document with my signature to a treatment plan outlining my financial responsibilities. I absolutely DID NOT consent to any treatment plan. If I or my insurance is billed for any non-agreed upon or unplanned treatment, I will seek legal action. Being bullied into treatment you dont want is a form of coercion. I formally demand this treatment plan to cease, no financial ramifications, and to be removed as a patient moving forward. There are countless reviews online about this entity using bully tactics to coerce patients into heightened costs and treatments they dont need. I wont be one of them.

  Business Response

  Date: 02/11/2025

  We appreciate the opportunity to address this concern. This situation was a miscommunication regarding the treatment plan documentation. The patients signature on the treatment plan was solely an acknowledgment that the doctor reviewed the recommended treatment, not an agreement to proceed with or pay for any services. The decision to begin treatment, seek a second opinion, or decline treatment is entirely up to the patient.
  We have since spoken with the patient and clarified this matter. No treatment has been performed, and no charges have been or will be applied. At this time, nothing further is required.

  Customer Answer

  Date: 02/13/2025

  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.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/19/2024

  Type:Product 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.

  I am going through Invisalign treatment with Swish Dental Domain location. I paid them the full price of all of the services. I have dental insurance that covers ortho for up to $1,500. I asked them to bill my dental insurance so I could get reimbursed. I asked them via email multiple times to bill insurance and followed up with phone calls after my insurance reported that they filled out the forms incorrectly. Finally, my insurance told me on Dec 4th that they mailed Swish a check and sent me the check number and image of the check for reimbursement. It was lower than the $1,500 because swish did not ask for reimbursement for the full amount. It is for $1,176.93. I have called, emailed, and texted over 25 times since December 5th to get reimbursed from Swish Dental. At first, they said they didnt receive the check. I followed up with my employer HR and insurance. When I reached out again on March 5th Swish told me they were reimbursed on 2/22 and could start my refund. I got sent back & forth between domain and billing. I still do not have the money that Insurance paid them to pay me. Ive followed up many times and just want the money ($1,176.93) that my insurance reimbursed.

  Business Response

  Date: 04/22/2024

  Dear ******,
  We are writing in response to the BBB complaint #******** regarding a patients Invisalign treatment reimbursement.
  We  apologize for the inconvenience and frustration they have experienced in their efforts to receive reimbursement from their dental insurance. After thorough investigation, we have located the check in question, which was received from the insurance company on February 22nd. We acknowledge that there was a delay in processing the refund, and for this, we extend our deepest apologies. Rest assured, we have initiated the refund process as of April 19th, 2024. You will find enclosed the proof of refund processing for your reference. The refund is in the amount of $2,160.
  If there are any further questions or concerns, please do not hesitate to contact us. We appreciate your understanding and patience in this matter.

  Customer Answer

  Date: 04/24/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/13/2023

  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 was a patient a few years ago and completed Invisalign. I was told once my treatment was completed, I would have retainers at the office in case I lost or broke one. I was sent home with 1 or 2, and was told that my retainers would be available if needed. I realize its been a few years since Ive been to the office, but couldnt someone have called me to pick up my retainers if they were about to be thrown away? Now, ** being told that I need to have scans again and pay 750 to have something that I already paid for be replaced. Could you please rectify this? I do not feel it is fair to pay out of pocket for something that I was advised to keep at the office then never received any heads up about them being thrown away. I was contaced twice by Swish stating that they didn't believe that my retainers would be thrown away. This information was reported to me on October 9th- the first time I called them. I received a message stating they would be able to do my scans for free, but when I called them again, the story had changed.

  Business Response

  Date: 11/30/2023

  I hope this letter finds you well. We appreciate the opportunity to respond to Complaint ID ******** regarding their retainers.
  Upon careful review of our records, it has been confirmed that the patient completed their treatment with our office in 2018. As part of our standard procedure, patients are indeed provided with retainers upon the completion of their treatment. Our records indicate that the patient was sent home with all 4 retainers at that time.
  We have engaged in a conversation with the patient to address their concerns and arrive at an amicable resolution.
  During our conversation, it was agreed upon that we would extend a discount for obtaining a new set of retainers. We understand the importance of ensuring our patients' continued dental health, and we are committed to working collaboratively to resolve this matter satisfactorily.
  We would like to reiterate our commitment to providing exceptional service to our patients, and we regret any miscommunication that *** have occurred in this instance. Our goal is to ensure the satisfaction of all our patients, and we are grateful for the opportunity to address and resolve concerns as they arise.
  If there are any further inquiries or if additional information is required, please do not hesitate to contact us directly. We value our accreditation with the Better Business Bureau and are committed to maintaining the highest standards of customer service.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:10/24/2023

  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 went to Swish Dental at ********** on Oct 23, 2023 Monday. While I did not pay, they charged my insurance and were offering a very expensive treatment plan that I declined. I had taken an appointment for regular checkup and cleaning (all covered in my insurance) however they kept pushing for higher value services that were not covered in insurance. They did not provide the service I had asked (regular cleaning) because they kept pushing for higher priced services. And, now that they have charged my insurance for a dental checkup I cannot even go to another dentist for several months. When I complained, they offered me the cleaning, but now the trust is broken and I am not sure if they will cause some other problems to my teeth and make me sign other papers under the aid of cleaning.

  Business Response

  Date: 10/25/2023

  I am writing in response to the complaint #******** filed with your organization against our dental clinic, Swish Dental. We take all patient concerns seriously and appreciate the opportunity to address this matter.
  
  Upon a thorough review of the complaint, we would like to provide the following information:
  
  Evaluation and Treatment Recommendation:
  The patient was seen at our clinic on 10/23/23 for a dental evaluation. After a comprehensive examination and **rays, it was determined that the patient required a periodontal cleaning due to the state of their oral health. We take patient health and well-being very seriously, and our recommendation for the periodontal cleaning was made to ensure their oral health and prevent any further complications.
  
  Patient's Refusal:
  We respect the autonomy and choice of our patients. In this case, they chose to decline the recommended periodontal cleaning and any further treatment from our providers. While we strongly advised the patient to proceed with the necessary treatment, we cannot compel them to do so against their wishes.
  
  Billing and Insurance:
  We billed the patient's insurance based on the **rays and the initial evaluation, as per standard practice. We wish to clarify that there was no out-of-pocket cost to the patient for this evaluation. Therefore, there is no financial reimbursement required, as the services rendered were consistent with the patient's insurance coverage.
  
  Assisting with Transfer of Records:
  We understand the patient's concern and the importance of their oral health. We are more than willing to assist them in transferring their dental records, including the **rays and examination results, to another dental provider of their choosing. 
  
  We value our patients' trust and well-being, and we are committed to ensuring that they receive the care they need, even if it is from another dental professional.
  
  In conclusion, we believe that our dental clinic has acted professionally and responsibly, adhering to the highest ethical and clinical standards. We remain dedicated to providing quality care to our patients.
  
  If you require any further information or assistance in resolving this matter, please do not hesitate to contact us directly.

• Initial Complaint

  Date:04/19/2023

  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.

  The ************ swish dental location has made an effort to charge me for a dentist appointment for a deep cleaning before that appointment has happened. I had canceled my appointment due to personal matters and was told in order to re-schedule I would have to pay the whole fee up front. Per swish dental guidelines there is a $50 cancellation fee and nothing more or anything further stating you would have to pay for the whole dentist appointment before hand. This dentist has been okay but enough is enough when it comes to making up rules that dont exist in the guidelines of the dentist office in hands.

  Business Response

  Date: 05/11/2023

  Thank you for bringing to our attention the complaint regarding the handling of a patient's appointment. At Swish, we take patient privacy and confidentiality very seriously and always adhere to the ***** laws.
  While we cannot disclose specific details about the patient's case due to ***** regulations, we want to assure you that we are fully committed to addressing the issue and providing the best possible care for our patients. We have taken appropriate measures to investigate the matter and are actively working towards a resolution.

  Customer Answer

  Date: 05/18/2023

  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.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:05/18/2022

  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 have been getting dental services from the Swish Dental since some time in 2020. I was transferred from the Swish Dental ******* Family location to ********* location after my first visit to Swish Dental ******* Family. The reason I given for this transfer was that the ******* Family location was no longer in network with my provider United Concordia. Recently I started receiving bills from United Concordia stating that I owe the provider money because Swish Dental is not in network with United Concordia. After each **** I contacted Swish Dental Alamo and was told they are in network, it must be a mistake by my insurance company, and they would take care of it. Each time Swish Dental did take care of the **** and I assumed my insurance company had made a mistake as claimed by Swish Dental. Recently I added my wife to my insurance, and she went in for a cleaning. She was charged $102.50 for the cleaning, and she was told that price was with my insurance added. I called my insurance company and explained to them the "mix-**** from the past and the current ****. They informed me there were no mix-**** ******************** has not been in network with United Concordia since 2020. When I spoke to the Swish Dental Alamo location the individual from the billing department was not aware that they were not in network with United Concordia and told me that her Administration Team advised that I should contact their ******************* I contacted their ******************* and I was told that they are in fact in network with United Concordia but through the umbrella insurance program **********. I contacted United Concordia to ask if a provider within the umbrella program ********** can claim to be in network with United Concordia and I was told they cannot. Being part of ********** does not make the service provider in network with United Concordia. Because Swish Dental has been misleading me for years, I have likely been robbed of hundreds if not thousands of dollars.