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Complaint Details
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Initial Complaint
04/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made an appointment with the Mint Dentistry location on *********** near 45. I did everything they asked of me including online new patient paperwork & providing dental insurance info beforehand. On the day of my appointment 4/15/2024 they called me in the morning stating they were unable to verify insurance info. I provided the information once again & the rep stated it was fine. Upon arriving at my appt, the receptionist was on a call. She asked me to have a seat, 10 minutes later she let me know she was ready to check me in. Upon providing my info she said "we were unable to verify ins info". I explained that I had already provided it twice & she let me know it was for medical & not dental. She said I could call my HR **** but they were already closed. I asked if she could call member ************** said "I don't call insurance's or verify benefits". I then proceeded to call the member services # and was able to obtain the info. After I provided the info, she let the dental hygienist know to take me back for x-rays. I got x-rays and was then introduced to another DA to take more ***************** Those 2 employees were very nice. After making my dental impressions for my teeth whitening trays I was walked back to the front where I was told I would have to make another appt to finish my "exam" because I had missed the dentist by 10 minutes. She proceeded to tell me that the dentist had left 10 minutes before I arrived because she didn't have adequate childcare. As a mother myself I am understanding, but this should have been said to me BEFORE I was taken back so I could do the entire appointment another day & not waste my time. Im sure they did this to bill my dental insurance twice.Business response
06/18/2024
We apologize fir the experience you had in our office. I have reached out to our team to investigate the issue, and the drop of communication. After reviewing the account, you were only billed for the one set of xrays and one exam. A credit of $50 was given for the inconvenience this may have caused.Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went for a filing, the wrong tooth was filled, my bite adjustment was shaved unnecessarily, took all of my teeth enamel, cannot eat hard foods. Went back to have them address the shaved enamel and my unadjusted bite and the dentist presents stated that she did not want to mess my teeth up any further.Business response
06/18/2024
We worked with the patient and reached an agreement to resolve the issue. This was resolved on 04/03/2024.Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had an appointment at 10 oclock - I arrived 15 minutes prior and was checked in at 10 oclock- I didnt get called back till 10:40. Mind you Im doing all of this because of my time off this week. The lady at the front desk was not nice at all to me, she was very rude when I would ask her questions. I finally get called to the back and get seen by **********. Who I saw for about 3 minutes and said that I needed a root canal but I could not get it done there because it was a previous root canal worked on by someone else, which doesnt make sense becasuse my wife needed a root canal a few months ago, which also had been previously worked on by a different location. They went ahead and helped her that same day. Tell me how this makes sense. All in all they wasted my time - I also have a wisdom tooth that needs a filling ( which is not my wisdom tooth. They have reffered me to a specialist. They clearly wanted to just get me out of there. Im very dissapointed in how this was handled. I do hope they correct there actions immediatley. *************************Business response
06/18/2024
Original treatment was completed in 2015. Crown and veneers have a warranty of only 5 years and the patient must continue to visit us for preventative care services. Unfortunately the patient did not continue preventative care treatment so the treatment is no longer in warranty.Initial Complaint
02/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A few years back I went to Mint Dentistry because they were the new in thing let you listen to music and free whitening of your teeth. Anyway they said I needed 4 root canals on my upper 4 front teeth. So I footed the bill with the help of some insurance, an HSA and some cash has the work done. Fast forward to today, one of my front teeth broke on an oatmeal bar, firstly I scheduled an appointment with an emergency dentist to see if it could just be re-cemented it could not their recommendation was a bridge. I then scheduled an appointment with Mint down the road since there is one locally they wont even see me due to the issuance. I had at the time but I did fill out their new pt paperwork and they now have warranties on their work. After, that I tried to resolve the issue as quickly as possible so I went to Monarch Dental in **********, their recommended several options but did show me the Xrays and explained that when the teeth where originally done they didn't build it up enough and that there is another that is bound to fallout or break off too soon. So after not recalling signing that paperwork when the work was originally done. I reached out to the Mint I had the work done requested all the paperwork I signed and sure enough I didn't sign anything back then that even mentioned the work having a lifespan they were listed as permanents. I tried to leave the ball in their court as they were waiting to hear back from corp. to see what to do that was almost 2 months ago.Business response
06/18/2024
Original treatment was completed in 2015. Crown and veneers have a warranty of only 5 years and the patient must continue to visit us for preventative care services. Unfortunately the patient did not continue preventative care treatment so the treatment is no longer in warranty.Initial Complaint
02/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband's tooth fell out when he sneezed. Had to take him to emergency dental. Where we were told that the tooth wasn't done correctly and 3 more of his teeth will fall out. We have called the company several times with no response as to them fixing the issues. Meanwhile it's been a few Months Been. My husband is in pain and can't get anything done about his teeth. We went to a 2nd dentist and was told once again that this issue was caused from poor work. Yet no one will get back to us. This was the ************* We need to know how to go about getting his teeth fixed. We never signed anything about a warranty period or anything like that.Business response
06/18/2024
This complaint was not filed by the patient the incident occurred. We need additional information to locate the patient to resolve the issue. Should the patient still need assistances with this concern please contact us at ************************************Initial Complaint
11/21/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My previous orthodontist left Mint. I went to get the full amount for services rendered as I paid the entire amount already. I still have at least another set of trays, retainers, and attachments to be added and removed. Mint so far has only offered to pay for the retainers and removal of the attachments.I have also had a terrible experience with the new ortho - ***************. He failed to call my oral surgeon even thought I provided his personal cell number at least 3x. He dismissed notes I had from a secondary consult and was dismissive of my concerns.Business response
01/29/2024
After further review into this complaint the patient has been refunded in the amount of $1,174.00. Should the patient request further assistance please reach out to our Patient Experience Team at **************.Initial Complaint
11/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got Invisalign from them through their payment plan call orthrobanc. No one ever contacted me via email, mail or by phone for any kind of balance past due or owed. I resolve that and get on a payment plan to get it corrected and got a new contract. I got confirmation I was good to start treatment. I call before I arrive to my appointment to be sure I owe nothing at that time so I didnt drive all the way there for no reason. Upon arrival, the blonde front desk lady tells me that Im not in contract, I need to pay $500 to get seen and there was no way I talked to anyone at the office because shes been up there all day. I ask if at least the brackets could be removed from my teeth because my mouth was hurting and I think theres an infection. She tells me no because thats means treatment is ending although I know thats not true because Ive gotten the brackets removed 3 times before that point without receiving new trays because I was waiting on them. Overall, I just want to finish my treatment and the overall experience to be addressed. I would recommend mint to anyone even if they can pay because when I could and did the experience was still poor.Business response
01/29/2024
We were able to update the contact with ********* and the patient is in good standing. Patient is currently in Invisalign treatment. Should the patient have any other questions or concerns please reach out to our Patient Experience Team at ************** for further assistance.Initial Complaint
11/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
********* me with phone calls **** times a week I told them to leave me alone after the rejected doing work on my teethBusiness response
11/16/2023
Patients contact information has been removed from our system. I have also sent the contact information to our marketing team to remove from all marketing campaigns.Initial Complaint
11/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I requested a two refunds in early October.I initially contacted the office where I had my dental hygiene done. The manager always seemed too busy to give me more than 30 seconds of her time to answer my questions regarding my refunds.I then attempted to contact the billing office. I left two messages for Charente ***** with no return call.I spoke withVivian who assisted in filing a complaint with corporate due to not receiving my refunds or even being able to speak with someone to attempt to get an answer.Today, 11/15/23, I finally spoke with ****************** who said she did not see any check numbers for my refunds and stated she was going to call her finance department and give me a call back to check the status and have the checks cut and overnighted to me.Since it was already 4 pm and I had not received a call from her I called her and again there was no answer. I have a refund of $961.20 and another refund for $69and some change.I cannot seem to get this issue resolved and am hoping someone can help me get my money back from them.Business response
11/28/2023
The patient refund request was originally processed on 10/24/2023, the check was sent to the incorrect address. On 11/16 I was informed of the situation and our accounting team canceled the original check and reissued. The check was sent ***** overnight, and was delivered on 11/17.Initial Complaint
11/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was swindling into a membership with this company due to misleading ************************ on radio i visited mint dental on an emergency basis of a broken tooth i was told that i would receive proper care & medication promptly by well trained staff once appointment was made during visit doctor made tooth pain & bleeding worst after appointment Instead of giving me my prescription in hand, they stated that they would send it over to pharmacy within a few hours instead of doing so they left the office and were home when I called and inquired about my prescription I was told the office was closed and I on call doctor will call it in. This did not happen. Three days passed before Prescription was received. I was told that there was no one in the office that could help me because I did ask if I could go back to the dental office to pick up my prescription instead while being in pain and discomfort for three days I asked them immediately for a refund of my membership and the payment that they received for out-of-pocket expenses that they stated I would not have to pay but yet I do you once I contacted them over and over I was ignored than what I did receive a call back almost ************************************************************************************************ about about a new appointment and cleaning they have not done so they have not stop calling me I have asked numerous times to be removed from there list not only am I being harassed I was put in great pain worse than what I started and also was made to suffer for three days after the bad dentist created more pain for me I am now requesting again a refund for all of my membership, fees, and payment to the doctor. I did not receive prompt care. This is a part of the fair Consumer protection act thru the federal trade commission that states that I am due to receive what I paid for and I did not. I also was referred out to a another doctor that did not accept there membership!Business response
11/16/2023
After reviewing the patient account, there is no eligibility for a refund. The patient signed up for our discount plan in 2022 and was seen for an exam under that plan. Once services are rendered under the plan, it is no longer refundable. If the patient is still experiencing pain, the patient should contact us directly to come in for an appointment.
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Customer Complaints Summary
65 total complaints in the last 3 years.
23 complaints closed in the last 12 months.