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:02/15/2025

  Type:Service or Repair 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.

  Date of Transaction: 01/13/2025 The business committed to providing treatment with an honest intent. However that was not the case.I visited the office in **********, ***** on 01/13/2025. Dr. ***** had informed me of the treatment plan based on what she had found during her observations. I was told that I needed nearly $2,500 worth of treatment. She told me that my oral health was so bad that I should look into purchasing a dental insurance plan. I went to get additional opinions by other great dentists regarding my oral health and I showed them the treatment plan that you guys provided to me, and they had said that the only thing I needed was a general cleaning with fluoride instead of the deep clean and multiple fillings that you guys reported on the treatment plan. That is about a $2400 difference in what you guys had "recommended." Greed is absolutely a problem that you guys are facing and that is outright wrong. Try to make a profit with honesty.

  Business Response

  Date: 02/19/2025

  We are sorry to hear the patient felt like we are just trying to get money from them. The dentist that saw the patient has 18 years experience and diagnosis what she saw visually and on the x-rays we took. Different doctors diagnosis differently. The Doctor did advise the patient since they do not have insurance they could see their family members who are dentist as well for treatment so they could possibly do it at a lower cost. It is always up to that patient to receive any treatment we diagnosis. 

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because:   I want you guys to exactly explain why you guys are telling me I needed that many fillings when the dentist I went to recently said that I do not need any fillings at all. I also did not need a deep cleaning which you said I needed. This doctor is within my family and has 30 years of dental experience. He is highly credible so I trust him. Do better!

  Business Response

  Date: 03/12/2025

  Doctor just wanted to reiterate that based on the x-rays that we took and the visual exam and notes we have there was decay she saw. She did say that their family may consider those areas just to watch them but since we never know how fast decay will grow the Doctor was recommending to proceed with treatment. The deep cleaning was also diagnosed due to inflammation the patient has. Treatment is always up to the patient as it is their mouth and their choice. They may elect to not get anything done even though we diagnosis treatment. 

  Customer Answer

  Date: 03/14/2025

  I am rejecting this response because the only way Id be satisfied is if you guys refund me what I paid for the s***** exams. You guys are a joke and do not deserve any money from anyone. Work harder and treat patients with honesty. I will always keep you guys at the top of my list to alert the Dental Board.

  Business Response

  Date: 03/17/2025

  Dear Yash,
  Thank you for your feedback. We understand that you are dissatisfied with the services you received, and we respect your right to express your concerns. However, we would like to clarify that the exam and x-rays provided were necessary for an accurate diagnosis, and our findings, which include active decay, are documented through the results of those exams and x-rays.
  As a self-pay patient, the fees you were charged reflect the costs associated with our out-of-pocket patient services. Regrettably, we are unable to issue a refund, as the services rendered were provided as agreed upon, and our diagnosis remains unchanged.
  We also want to emphasize that while we respect your right to pursue any course of action you see fit, we kindly request that future communication remains respectful and professional. We wish you the best in your dental needs moving forward.
  Sincerely,
  Thrive Dental & Orthodontics

  Customer Answer

  Date: 03/17/2025

  Yes, do not worry. You guys have lost my business and also any of my family members. They just did not how you guys operate like this. I just happened to be the one to catch on to how you guys operate by including extra treatment that is unnecessary. And just to reiterate on the response you guys gave me in the early stages of this conversation, the Dr. ***** did not recommend seeing family dentists nor did she say getting dental insurance in a respectable manner. DO NOT twist my words. I will particularly have a team investigate into Dr. ****** You guys couldve just walked away with refunding me what I paid out of pocket but you guys just dont seem to care. And that is whats wrong with you guys! 

• Initial Complaint

  Date:08/19/2024

  Type:Billing 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 writing to express my deep dissatisfaction with the service and treatment I have received at your Sachse location. From my very first visit, I have experienced what I can only describe as a pattern of disrespect and unprofessionalism.During my initial appointment, I was informed that I needed a deep cleaning, despite the fact that I have regular cleanings four times a year, with two of them covered by my insurance. This raised concerns for me, as I have never been told by any other dentist that I required a deep cleaning. Despite my reservations, I proceeded with the recommended treatment and paid for the deep cleaning out-of-pocket. Additionally, I brought my own x-rays from my previous dentist, which were taken in April 2024, and was assured by ****************** that these would be used for my treatment without additional charges to my insurance.However, I later discovered that my insurance was billed for x-rays, despite the agreement that my own x-rays would be used. When I inquired about this, I was met with rudeness and condescension from your front desk staff, who told me not to worry about the x-ray charges because the insurance paid for that, not me. This statement was dismissive and incorrectregardless of who paid, it is still my money and my insurance, and I have a right to question and understand these charges.Moreover, I noticed that your billing records inaccurately indicated that I received a porcelain retainer when, in fact, I received a porcelain bridge, which was done two years ago by my previous dentist. This misrepresentation in the billing coding is highly questionable and adds to my concerns about your practices.To make matters worse, I received a certified letter today, August 19, informing me that you are terminating our doctor-patient relationship. This letter was not only unnecessary but also deeply disrespectful, given that my only request was for clarity and honesty regarding the charges made to my insurance.

  Business Response

  Date: 08/20/2024

  Dear BBB, Mrs. ***************************** is contacting you to support insurance fraud. She wants us to refrain from billing for services rendered at our facility. She is wanting us to NOT BILL services that were rendered at our Sachse Location. We don't participate or condone in any way or form insurance fraud. Attached you will find all the documented notes encountering Mrs. ****** behavior.  *************** is wanting a refund for something that was rendered in our office. We were kind enough to make adjustments to her out-of-pocket expenses, as we believe that finances shouldn't be an issue for our patients when it comes down to their oral health. 

  
  On the other hand *************** is wanting a refund, for us to dispute charges with third party Care Credit, and to make changes to our insurance claims. She claims that we are billing for incorrect codes, although it's unclear if she knows the correct American Dental Association codes. Anything that we bill out to our insurance companies we attached all documentations such as x rays, Dr. ****** Perio chart, etc any to help with the claim process. This is when the insurance pays accordingly, by being reviewed that the work is a medical necessity. 

  
  *************** not only has been rude, disrespectful, caused a scene in the office, but has threatened us that she will get an attorney. She is aware that we can no longer have communication with her that it will be attorney to attorney. *************** is also aware that all calls were monitored and recorded. She has been dismissed from all 5 of our offices. We will gladly take care of her within 30 days of 08/16/2024 if any emergency arises. We will also help her get all her records transferred to her new dental office. 

  
  Better Business Bureau, we ask that you look into all the documents attached and if you have any questions or concerns please feel free to contact me immediately. 

  
  Best regards, Thrive Dental & Orthodontics 

  Business Response

  Date: 08/20/2024

  Dear BBB, Mrs. ***************************** is contacting you to support insurance fraud. She wants us to refrain from billing for services rendered at our facility. She is wanting us to NOT BILL services that were rendered at our Sachse Location. We don't participate or condone in any way or form insurance fraud. Attached you will find all the documented notes encountering Mrs. ****** behavior.  *************** is wanting a refund for something that was rendered in our office. We were kind enough to make adjustments to her out-of-pocket expenses, as we believe that finances shouldn't be an issue for our patients when it comes down to their oral health. 
  
  On the other hand *************** is wanting a refund, for us to dispute charges with third party Care Credit, and to make changes to our insurance claims. She claims that we are billing for incorrect codes, although it's unclear if she knows the correct American Dental Association codes. Anything that we bill out to our insurance companies we attached all documentations such as x rays, Dr. ****** Perio chart, etc any to help with the claim process. This is when the insurance pays accordingly, by being reviewed that the work is a medical necessity. 
  
  *************** not only has been rude, disrespectful, caused a scene in the office, but has threatened us that she will get an attorney. She is aware that we can no longer have communication with her that it will be attorney to attorney. *************** is also aware that all calls were monitored and recorded. She has been dismissed from all 5 of our offices. We will gladly take care of her within 30 days of 08/16/2024 if any emergency arises. We will also help her get all her records transferred to her new dental office. 
  
  Better Business Bureau, we ask that you look into all the documents attached and if you have any questions or concerns please feel free to contact me immediately. 
  
  Best regards, Thrive Dental & Orthodontics 

  Customer Answer

  Date: 08/20/2024

  I am rejecting this response because:   
  am writing in response to the email you sent to the Better Business Bureau (BBB) containing several inaccurate and unfounded allegations regarding my recent interactions with your office.
  
  First and foremost, I want to clarify that at no point did I request or support any form of insurance fraud. My concern was centered around the fact that my insurance was billed for services that should have been covered under warranty, specifically related to the work done on my bridge. I simply requested that you honor the warranty or refund the charges to my insurance. This is a standard and reasonable request, and it does not constitute fraud.
  
  Additionally, the accusation that I was rude, disrespectful, or caused a scene in your office is completely false. On the day in question, I was calm and courteous throughout my visit. Your lead clerk even complimented me on my nail color as I was leaving, which clearly indicates a positive interaction. I also had my mother on speakerphone during the entire encounter, which further corroborates my account of the events. If asking questions about billing practices and seeking clarification on charges is considered disrespectful or rude, then I strongly believe your business should reassess its approach to customer service.
  
  It is disappointing that instead of addressing my legitimate concerns, your office has chosen to make false accusations against me. These tactics not only damage your credibility but also undermine the trust that should exist between a dental practice and its patients.
  
  I request that you retract these unfounded accusations and address the actual issue at handhonoring the warranty on the dental work performed or refunding the charges to my insurance company. Additionally, please correct the record with the BBB and provide accurate information about our interactions.

  Customer Answer

  Date: 08/20/2024

  This whole ordeal has brought upon stress to me , this has taken a toll on my mind and my body. Just losing a family member. I cant allow this practice to mess with my mental. At this point they can keep everything. I dont have the bandwidth to deal with the lies. This practice is racist I was never loud thats not my character at all. Just because Im black doesnt mean Im an angry black woman. Im too blessed. Withdraw this i cant deal with all the lies. 

  Customer Answer

  Date: 08/20/2024

  Here they released my whole entire medical report to you thats against hippa. I didnt authorize them to release my medical record to you. Im really appalled by this. 
  

  mentioned in the records that while i was getting my bridge pulled out I was moaning and making noises. I was in pain my god this practice is awful. My feelings are hurt by this. 

  Business Response

  Date: 08/22/2024

  Dear BBB, due to ******************* denial, all of our calls have been monitored and recorded.
  
  First and foremost, *************** is requesting help for insurance fraud, as stated in her statement: "I later discovered that my insurance was billed for x-rays, despite the agreement that my own x-rays would be used" She was aware that we needed extra X-rays yet our own.. Then she questions our billing procedures and coding. She wants us to avoid from charging procedures conducted in our practice. Her current complaint notes that "she is concerned about the fact that her insurance is billed for services that should be covered under warranty". I am not sure if Mrs. ****** realize that whenever we see a patient, whether its for treatment or an exam, we must report this to the insurance. This is legal documentation that could be used in a court case. 

  Her insurance has never been billed for procedures that should have been covered under her now-expired warranty.(most practices don't offer warranty, this is something that our owners do for our patient as a courtesy to guarantee the quality of our work)  All Explanation of Benefits( EOB) from her insurance are sent to our Dental practice as to her home. She is demanding a warranty on her bridge, which we gladly honor for our patients who follow regular hygiene care and agree to pleasant conditions from both parties. She now wants us to refund her insurance rather than her, as mentioned in the original complaint. *************** is welcome to contact her insurance, as we have already informed them that she is requesting refunds and wanting charges disputed after the procedures were performed and we have proof of everything. This is not a standard or reasonable request.  

  There are no charges; these are legitimate legal documents that occurred in the office. She also noted in her initial complaint that our personnel was impolite and unprofessional. Yet now she claims that because we honestly complemented her nail paint color, she was not being respectful. This doesn't make sense. We also have live footage of *************** arguing with our staff until one of our pediatric patients arrived and she stopped. This demonstrates that she was disruptive to the practice.

  All of our amazing patients are welcome to ask any and all questions. The main issue here is that Mrs. ****** is upset that we billed for services rendered, and she expects us to tolerate her disruptive behavior that was given to our front, back, and doctor staff. And that he has been dismissed from our facilities.  It's very disappointing that we honored her out-of-pocket expenses and attempted to meet all of her needs, but we were still unable to stabilize *************** satisfaction. As quoted and in writing, we will care for her if anything happens within 30 days of receiving her dismissal letter.

  Lastly BBB, I ask that you view and read all the documents shared with you. *************** is asking to correct unfounded accusations addressed here. The only thing we lacked was calling 911 when this issue happened in office. 

  Please view additional documents showing her agreement satisfaction to her bridge. 

  Customer Answer

  Date: 08/22/2024

  Dear BBB,
  I am writing to express my deep dissatisfaction with the recent experience I had at your office. Despite being assured by ****************** that the images would be waived, I have noticed that my insurance has been overcharged. I find this practice unacceptable and a clear breach of trust.
  
  Your staffs unprofessional and confrontational behavior during our interactions has only added to my frustration. I refuse to engage in back-and-forth exchanges with individuals who do not conduct themselves with the professionalism expected in a healthcare environment. Furthermore, calling the police without cause is not only unnecessary but also a clear intimidation tactic, which I do not appreciate.
  
  I want to make it clear that my concerns are not financially motivated. My issue is with the unethical practices I have encountered at your office, which I believe are indicative of deeper systemic issues. I paid my bills in full, and I maintain excellent credit, so this is not about the money. Its about the principle and the disrespectful manner in which I was treated.
  
  I also must point out that the dental work I received was subpar, to say the least. Frankly, the quality of the work suggests that the dentist may need to go back to dental school for additional training. This added insult to injury and reinforced my decision to never recommend your services to anyone.
  
  Finally, I must say that I feel discriminated against based on your staffs behavior and comments. Im not going to argue with uneducated people who are clearly racist. This experience has been disappointing and disheartening, and I would never recommend your services to anyone.
  
  That being said, *** decided to close this matter and move on. You have the money for the X-rays, and Im good with leaving it at that. Ill be taking my business elsewhere and will not be recommending your services to others.
  
  Make it Great day!

  Steph??

  
  
  

  
  

  Customer Answer

  Date: 08/22/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 08/23/2024

  I am writing to formally request the immediate release of all my medical records, including but not limited to x-rays, treatment plans, and any other pertinent documents related to my care at your office.
  
  Please ensure that these records are provided to me as soon as possible without any delay. I expect them to be delivered address on file.
  
  As I requested in the certified letter that you received.

  If there are any issues, contact me immediately. I expect prompt compliance with this request.
  

  God bless! 

  
  

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair 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.

  *On 07/01/2020 I had crowns put on my front 6 top teeth to correct a few unsightly cavity fills that were previously done. This procedure was recommended to me by **************************** i believe the dentist that performed the work was ***********************. I was skeptical at the time and even more so remorseful now. * I was quoted $1000 per tooth so total procedure would have been over $6000. They were able to have my dental insurance participate so my out of pocket was around $3000. * I was told then in person and multiple times over the phone (they said all calls are recorded) that I had 5 years of warranty on these crowns and that if I ever needed to have them fixed the only thing I would be responsible for was the lab fees.* Im writing this because Thrive dentist sent me to their dentist that currently does veneers and crowns, she sent me to the lab to get the process started and now they are denying me any service. They have stopped taking my phone calls, they will not return my calls and they have now stated they will not be replacing their messed up crowns even if I covered the lab fees. I have seen several dentists now and they all have concluded poor workmanship from the lab. I need them to cover the expense of another dentist to fix my cracked crowns before I have serious medical issues. * They have not tried to resolve the problem and are avoiding me. The owner will not call me back and the office manager says shell call me back shortly and does not. I call ever 2-3 days to the same result. This is criminal. * I would have never gotten my crowns if not for the recommendation of Dr. **** and now that they have issues (Ive been trying to get resolved for almost 5 months) I need answers. * I have several quotes from honest legitimate dentist in the area. If they are unwilling to fix them I need them to pay the expense of having someone else do them. Hopefully you all can help before the legal system has to be involved.

  Business Response

  Date: 04/23/2024

  Dear Better Business Bureau,
  ********************* has been nothing but noncooperative within our office and with all the staff she has countered in our locations. ***** is 100% aware that her cosmetic work has NO WARRANTY as it is "cosmetic." Attached you will find all the communication she has encountered at our offices. ********************************, who is no longer with us, was the provider who completed her crowns from tooth 6-11. ***** has been a tyrant so much that she even made ************** come in on a Sunday with her daughter to treat her.  ***** decided to go see ************* at our ********** location for a second opinion. ************* explained everything to the patient, as you can view in the commlog attachments above. So after several visits that ************* had with *****, she no longer was comfortable doing the work she had not started. ***** was going through IVF plenty of times so we had to keep pushing her "custom shade appts" at a lab out. When she went to the custom shade appt.She was taken care of by a rep named *********** and ***** stated that these fragment lines were done from our cleanings (which they weren't). I then called the manager at the lab and spoke to **** and stated "They would never say that to a patient"  ***** then started to threat that the temporaries and crowns needed to be 100% PEREFECT. She needed a "HOLLYWOOD SMILE" I spoke to ***** and informed her throughout the process that she has no warranty and that she would be responsible for the lab fees, and just because she is a patient, we would redo for $1500 plus a $210 rush fee, which she was aware and fine with. (If she really did know that she had no warranty, she would have fought for this, which she didn't because she was aware of no warranty) 
  After ***** was aware that we were not going to proceed with her treatment because our doctor was no comfortable we offered to give her back $423.00 for ONLY THE 2 CROWNS that had fragment lines and not all 6. She was very upset and went off on the phone. She stated "if ************* isn't comfortable doing them, don't even bother calling me. Have the owner Dr **** call me"
  She then had a change of mind AFTER going to another dentist to get a second opinion, and they all informed her that our work was AMAZING! She stated she was willing to wait for another dentist to do her crowns due to the cost at other places, etc... ***** is VERY aware that our work is of top quality, and we were still able to help her until she became threatening and obnoxious towards our staff and Doctors. Please view all documentation. If you need to contact our office, please call us at ************. 

  
  -Best Regards 
  Thrive Dental & Orthodontics
  
  
  

  Customer Answer

  Date: 04/26/2024

  I am rejecting this response because:   
  Im in a bit of disbelief with the dishonestly response.  Im very thankful that all calls are recorded because if this has been something provided it very much holds all of the truth in there.  I was never one time told that I did not have warranty on my crowns that were not done for cosmetic reasons.  I had cavity fills on 3 of my teeth that my insurance covered.  Insurance would not cover if this was cosmetic.  They covered the 3 teeth that had fills in between them.  I did 6 to complete the smile so I didnt look unnatural.  I have only had one visit with **************, this should be in the documents as well.  I met this woman one time and had a ***** minute visit with her.  I have lines on 4 of my teeth.  In one of the phone conversations **** talks about 3 of my teeth that were pointed out by ************** and that Dr. **** was willing to give me 30% back that I paid for the 3 teeth that were noticed by the Dr.  Im not sure why their response now says 2 but the phone conversation mentioned 3.  I have seen 2 other dentist and can confirm I have lines on 4 of my crowns.  I only wanted to redo the 6 because I was told I had warranty and that with the warranty I only had to pay the lab fee.  I mentioned to ************** that I would prefer to replace all 6 only because I wanted to make sure they matched perfectly.  I never said my teeth needed to be PERFECT.  I said I wanted to make sure the new ones matched perfectly so it would be best to replace all 6.   I have been very nice to thrive dental despite the way they were treating me and even after not returning my calls for 2 weeks at a time because I had so much faith that thrive would do the right thing and would replace them so although I was VERY upset I stayed calm for this very reason!!!  As far as HOLLYWOOD SMILE  this is the name of the style my crowns are.  I have attached a photo for reference of the different style of crowns / veneer names.  I had to choose a style of crowns that were made when I had them done. This was actually shown to me by *************.  Its the only reason I even have this picture to reference. 

  Business Response

  Date: 05/01/2024

  In response to the consumer rejection, 
  
  
  The Thrive Dental and Orthodontics - ***** Office manager has confirmed never mentioning veneers under the warranty when speaking with Patient *********************, when patient visited the ***** Office on 10/23/2023  she had expressed her concern regarding replacing her existing night guard since she had spoke with ******************** who recommended her to see ************* for a veneer replacement consultation. The ** went over warranty for the Night Guard only at treatment planning and recalls no phone call ensuring patient about a warranty on the Veneers. However, the patient passionately states that someone on the phone told her about this warranty with no specification on who or which location she spoke to, and none of our **'s recall having this conversation on the phone with the patient. 
  
  Moreover, the patient states she has only seen ************** ONCE but our records show two consultation appointments that *************** had with ************* *DOS 10/25/2023 & DOS 11/29/2023* Which were enough consultations for ************* to deny treating this case, the doctor's notes from both date of services were attached in our last response. We also made *************** aware that insurance only paid for her dental work on teeth 6-8 because it was submitted as crowns, not veneers, this was done as a courtesy of our billers to help her out with the cost. ************************** is correct regarding how many teeth would be covered and for which she would only need to pay the lab fee for, the agreement was 3 teeth and the rest would be charged for full price. We apologize for the mistake in our last response. To make it a bit more clear, *************** was offered to only pay the lab fee for 3 teeth and the rest would be charged at full price. We also spoke to **** from ********* who stated that *********** was the technician but **** not once told the patient that those lines were created by our cleanings.

  Customer Answer

  Date: 05/06/2024

  I am rejecting this response because:   It really is so sad all the lies Thrive Dental has to say but Ill take this as a learning experience that there are fraud people and businesses out there in this world!! You can tell in their messages that they are all over the place and do not have all the information or know what they are talking about from their response. The phone calls hold the real proof of the conversations about warranty and the lab fee for 6 crowns. I have only ever met ************** one time in my entire life ever!  Maybe the other appointment they have is when I came to pick up the impressions I really dont know what that is from but it most certinaly is not another appointment with thier dentist.   The least they can do is give me the $423  for my 4 teeth that have the fragmentation lines.  The current dentist I am seeing can confirm this and also uses the same lab Thrive dental does. When my new dentist called the lab and spoke with **** the owner he was willing to help in any way he could at the lab because he is very familiar with the situation and feels bad for what I am having to go through now!