ComplaintsforMint Dentistry

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2022 I had to get a bridge made. Since then it has broken 3 times! It is now October 2023 and I am STILL having an issue with the bridge and the material it's made out of. The temporary bridge that was placed in my mouth was broken by a French fry! When I called to complain, the rude young lady at the ********* fm **************************************************************************************************** when it arrives. Therefore I am forced to suffer with a broken temporary bridge that's constantly cutting my tongue.

  Business response

  11/16/2023

  Since the patent has had many issues with a bridge that was place, we have transferred the patient to a lead doctor to finish out the treatment. 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was due a refund over $1500 and was notified of this on 7/28/23. Since this time I have been calling and leaving several messages every **** business days only to be told multiple times that ******** is the person on my account and she is out of the office or she just stepped out. Another statement I hear at the end of every call is I sent her an email to call you.I have been told on several occasions that ******** is the only person that can work on my account. When I ask for her boss I get told ******** is the manager and she is the only person who can work on issuing my refund.On 9/20/23 I was finally able to get a hold of some to start the refund process to close off the loan with ****** that I took out for my dental work as I was being charged monthly. I am now waiting on the check portion that according to the staff today was mailed out on 9/14/23. Call back tomorrow you should receive it today. I have yet to receive that check because they were missing the apartment number on the check. Well guess what ******** is out of the office today and tomorrow. All I am asking for is the check to be delivered to ANY Mint Dentistry location and I come and show my photo id and sign to receive my check. This is ridiculous that I have to wait on 1 person to decide to come to work whenever they deem necessary and wait on her because she is the manager. To the call center staff who have taken my calls and have tried to assist any way possible, Thank you!

  Customer response

  10/10/2023

  The day my original complaint was put in with the BBB, I got off the phone with Mint Dentistry and they told me my check did not get mailed to me because the address was missing the apartment unit. That was 1 week ago. Today I just called and I was told that I havent received my check and the reason why is because the zip code was incorrectly listed as ***** and it should have been *****. I am not sure how this mistake could have been made because my drivers license matches my correct address and I have to update my paperwork each visit prior to treatment. All I am asking for is to have to go into a Mint Dentistry building and sign and show identification in order to receive my check.

  Customer response

  10/10/2023

  Mint finally called and allowed me to sign and pick up my check.

  thank you BBB case closed!

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Don't go to this place. They give you a treatment plan and then don't follow thru with it. I been trying to reach billing for 2 months still no return call.

  Business response

  11/16/2023

  The patient was in our office for multiple date of services. The patient did have treatment completed and was done up to standard. The patient is not eligible for a refund because she payment is still owed on work that was completed in the office. The patient also walked out of the office with a partial without signing any consents. Due to this reason she is not eligible for a refund. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This should be ZERO stars. I went to this office and was given the recommendation that I get 2 crowns on the 2 back teeth on the bottom right. I told them I could only do 1 crown right now, and we decided we would do the 2nd tooth from the back first, and do the very back tooth next year. After the appointment, I looked in the mirror and discovered the dentist did the wrong tooth. A business with integrity would make this right. They would either refund the money and send me on my way, or apply what I paid to cover the cost of the crown for the correct tooth. I was told by the manager of this office that they will not do anything at all about this. I'm having to get the health insurance company an an attorney involved at this point. I would recommend you visit another dentist who is competent enough to work on the CORRECT tooth, and who will make it right if they make any mistakes.

  Business response

  09/13/2023

  The patient came to our office on 3/13/23 to start a crown. All consents and treatment plans, and was explained by the doctor we were doing the crown on tooth 31. All refunds were denied due to the fact we were given consent to do work on tooth 31. We have the crown in the office to deliver the final product. 

  Customer response

  09/13/2023

  I am rejecting this response because:   Your response is not correct. The dentist discussed her recommendation of getting crowns on tooth 30 and tooth 31. I told her I could only do 1 crown this year and then we can do the other crown maybe next year. Tooth 31 used to have a crown on it from a prior dentist years ago, but it came off. It was not giving me any trouble.  The dentist said tooth ****************************************************** problems soon.  Therefore, we agreed that we would do tooth 30 first.  I came in to the office a few days later for the procedure. Since my mouth was numb from the numbing shots, there was no way for me to feel that the dentist was doing the wrong tooth.  Once I got home and looked in the mirror, I could see that the dentist did the wrong tooth. She should have done tooth 30, but instead she did tooth 31!  So to correct your statement - "All consents and treatment plans, and was explained by the doctor we were doing the crown on TOOTH 30."  You WERE NOT given consent to do work on tooth 31.  I gave consent to do work on tooth 30, and the dentist agreed that tooth 30 was more important to do first.  If someone put the wrong tooth number down on your form, that's not my problem. We never discussed tooth numbers at the appointment, so how was I supposed to know then if someone wrote down a wrong number. They could've wrote down tooth 478 and it wouldn't have meant anything to me.  The dentist and I, as well as the assistant that was in the office, heard us discussing why we would do the 2nd tooth from the back, NOT the very back tooth (tooth 32 was a wisdom tooth and was removed when I was 19, so tooth 31 is the furthest tooth back.)  With respect to your statement - "We have the crown in the office to deliver the final product" - that is not correct. You do not have the final product ready because the crown you have is for tooth 31.  The dentist and I agreed on tooth 30.  It's interesting that the very next week, that dentist was "no longer with your office."  It's safe to assume then that she likely made more mistakes than just my crown!  I had also assumed that a company as big as MINT Dentistry would have the integrity to fix their mistake and do what's right. Clearly, that has not been the case.  Please stand behind your mistake and give me a full refund.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a dental visit in November with Mint Dentistry Cedar Hill. They measured me for a top and bottom parcel. However, I have yet to receive them. I have called the Cedar *********** since January 2023 requesting a refund. The office Manager told me that my Parcel, where sent to the wrong Mint Dentistry. Every time I call the office they tell me that accounting is working on my refund and that they are short of help. It should not take from January to August to get my money back. I have yet to receive a call to come in for a fitting or anything. The service at the Cedar *********** is very poor. Conversations were going on while customers were waiting to be checked out as well as the office was very dirty and was not sanitized. All I am asking for is a refund. Please refund my money. Thanks

  Business response

  09/13/2023

  The patient stated partial back in November of 2022. The patient has yet to receive the partials. The patient is being refund $1,369.80 via check. We are issuing a refund to the insurance for the service as well.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Formal Complaint against ****************** ****************************** Location Dear Sir or Madam:I hope this letter finds you well. I am writing to file a formal complaint against ***************** specifically regarding my experiences at their Cypress location. Over the course of seven appointments from May 25th to June 29th, I have encountered a series of distressing events and unprofessional conduct that have left me deeply disappointed and concerned about the quality of care provided by this dental facility.On May 25th, I sought treatment for severe tooth pain and was informed that I required a root canal and crown. Regrettably, the treatment process was far from satisfactory. The dentist hurriedly performed the root canal, placed a poorly constructed temporary crown, and frequently left the procedure room to attend to other patients. Additionally, the assistant who placed the crown was brusque and dismissive, offering no remedy when the crown broke while I was simply eating a banana.Furthermore, during my subsequent visits, I encountered further issues, including a lack of coordination between **************** locations, unaddressed pain, and the need for a second root canal due to the original dentist's mistakes. Each appointment was characterized by lengthy wait times, unprofessional behavior from the office manager, and a lack of concern for my dental needs and well-being. Despite raising my concerns with the staff, no effort was made to rectify the situation or provide adequate solutions.Moreover, my attempts to acquire my medical records were met with resistance, and despite multiple assurances from the office manager, I have yet to receive them. This lack of transparency and accountability has added to my frustration and distrust in ****************'s commitment to patient care and compliance with regulatory requirements.I am seeking your assistance in holding this dental facility accountable for their shortcomings and ensuring that appropriate actions are taken to prevent such incidents from recurring in the future.I kindly request a prompt and comprehensive investigation into the matters raised in this complaint. Additionally, I would appreciate regular updates on the progress of the investigation and any actions taken by your esteemed board to address these concerns.Sincerely,***************************

  Customer response

  09/26/2023

  Hello,
  
  This message is in regard to your complaint submitted on 7/31/2023 against Mint Dentistry.  Your complaint was assigned ID ********. 
  
  Mint Dentistry has not contacted me to resolve this issue.  I would like to proceed in whatever manner I can regarding this matter.  We are still not satisfied with this company nor their lack of professionalism or response.
  
  Thank you
  ***************************

  Business response

  11/16/2023

  This patient has filed a formal complaint with our legal team and is being handled. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2022 was seen by this office in the *********** Mint dentistry. I was told I needed a root canal and crown. I paid them over $2200. **************** did my root canal, she took 45 minutes longer, my anesthesia wore off, she continued using some tool to hammer away at my tooth. She gave me more anesthesia and continued. At one point she even said to me, "I know I should have finished 30 minutes ago." She continued, my mouth was burned by some hot metallic liquid spilled in my mouth. The pain returned as the anesthesia wore off again. She finished. I went back to get the crown out in but I requested a different dentist as ****** was brutal and incompetent. I had the crown set by *************. Sent home, crown had to be fixed because she left it so uneven my jaw was hurting. Went back twice. Still continued to have pain. Went in and was told it looked fine. I was given a referral to an endodontist to have a 3D x-ray. But they expected me to pay for it when they were the ones that damaged my tooth. Their office continued calling me when my next dental cleaning was due. I told them they had only damaged my tooth more and not to expect me to trust them again. I now have to pay another dentist to fix the damage they caused. ************** told me that if they had cracked my tooth during the root canal, it may have to come out! Not once did they to make amends. Their so called customer support from their director never goes anywhere because they ignore patients pleas for a resolution.

  Customer response

  09/20/2023

  They  never reply. They never return calls. They have had numerous complaints for the improper practice of dental procedures and were sued a few years ago. Maybe that is what it will take for them to get their act together and stop stealing from patients by doing shoddy work and charging outrageous fees for work they have no business doing. I will be filing a complaint with the ******************************* as well.

   

  Business response

  11/16/2023

  The patient request for the refund has been denied. The patient initially did speak with our corporate office regarding a different concern back in 2022, however this concerned was addressed and the patient came back to continue treatment. The patient did come for post op appointments and we did refer the patient to seen a specialist, however we have not seen the patient since that visit. We also did not receive any correspondence for the specialist to inform us if and what additional treatment is needed. Due to this we are unable to process a refund. 

  Customer response

  11/16/2023

  I am rejecting this response because:   I was denied service by Mint Dentistry. They did not want to hear that they didn't do the job properly. Attached are the receipts and the work that was done by the endodontist that knew that the root canal was not done correctly by Mint Dentistry. Look how long it takes for them to reply, that alone should tell you that this business is out to just make money from unsuspecting patients that put trust in them. I'm not the first one that has had these very same issues with them. My new dentist even told me that a the cleaning the Mint dentistry staff did on my teeth was also not done as it should have been. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my portion of the dental work they did in January with my flexible spending card; however, FLEX pay kicked back $637.81 of the $712.60 that I paid, saying that I should have ONLY been responsible for $74.79. After NUMEROUS phone calls to the Mint Dentistry location, the office manager (*****) noted that their billing structure changed during that time so I did over pay. Currently, I just want SOMEONE from mint dentistry's billing department to contact me and let me know where I stand. I have been dealing with this since March 2023 and it is now July and I have been unable to use my flexible spending card since then. The fact that NO ONE has returned ANY OF my phone calls is unacceptable. AND when I do call and get someone on the phone, they have no way of calling to check the status of the request. I am constantly told that I have to wait for someone to call me or email me back. This has been going on since March and NO one will call me with ANY updates. I just want to be able to use my flexible spending card again. I have appointments that I can't afford to go to. This is why I have the card in the first place. I want my money back!!!

  Business response

  11/16/2023

  
  After reviewing the account the patient was sent a statement that he was owed almost $600 in over payments. Unfortunately  the account had incorrect writeoffs that allowed the account to reflect a credit. The patient submitted this to his *** and because of the credit, they requested the money back. Once the account was fixed it showed that he actually owed us money and not a credit. I explained this to the patient, and agreed to write off the remaining balance for this large inconvenience. EOB and Updated statement was sent to the patient, to send to the *** to resolve. 

• Initial Complaint

  07/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 13, 2023, I visited ***************************************************************** for a dental procedure. I paid $322 upfront despite the amounts not adding up to what my insurance stated they would cover on their end. They assured me once the *** comes in it would all get straightened out. I later find out they charged an additional $217.80 on the same day without my authorization. I do not have a receipt for this unauthorized fraudulent transaction. I called on 4/11/2023 and was told they would fix it once they receive the ***. I called again on 5/7/2023 and was told they haven't received it on their end and to send it via email to ********************************** I sent the email with the *** and my complaints and no refund has been received as of 7/10/2023. According to the attached ***, I should have only paid $121.20. In addition to being overcharged a total of $418.60 with no refund in almost 4 months, I was not given any aftercare instructions after having 3 teeth extracted. I left crying in pain that lasted for days because the numbing medication I paid for did not work. I called for a prescription for pain medicine since over-the-counter medicine was not helping, in which I was told the prescription would be called into the pharmacy I provided. I contacted every ******* pharmacy in my area and they did not have a prescription for me at any location. That was on a Friday afternoon and the office didn't reopen until Monday, so I had to endure the excruciating pain with Tylenol and ibuprofen which did not help at all. Six weeks after the procedure, I had to dig out a piece of chipped tooth from my gum, confirming the procedure I paid for was incomplete. It has been 100 days since the procedure and they have made no effort to resolve any of my concerns, especially the refund after intentionally draining my HSA card leaving me with $2.22. I will be satisfied with a full refund of $540.80 for the troubles I experienced.

  Business response

  11/16/2023

  After reviewing the account the patient is owed a refund in the amount of $343.60. The patients insurance was processed out of network, however we did appeal this with the insurance. The insurance did deny the appeal however for the inconvenience the we are only holding the patient responsible for in network fees. There are notes in the account stating that we have attempted to reach out to the patient to handle the refund. The patient should contact us at ************** to have the refund issued. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I receive 1 call per family memeber per day trying to get us to schedule appointments though we switched dentists over a year ago. That results in 4 calls a day 5 days a week or a total of 20 calls a week. This is harassment and must stop immediately. Others should know that once Mint gets your information they will never stop bothering you.

  Customer response

  06/20/2023

  These calls continue to this date.  I am close to filing harassment charges with legal authorities as I know of no other way to get Mint Dentistry to stop.  Spamming old customers until they can no longer answer their phone and their voicemail boxes are full is an outrageous and disgraceful business practice, and it should be (and possibly is) illegal.  Please help facilitate in this issue before government resources are wasted intervening in this seemingly simple case.

  Business response

  07/06/2023

  The patients contact information that was provide in this complaint has been removed from our system. If the patient is receiving a call to a different phone number, please give our patient experience team a call to have that number removed as well.

*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. ↩