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Business Profile

Dentist

Monarch Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

This profile includes complaints for Monarch Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

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Monarch Dental has 39 locations, listed below.

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 visited Monarch Dental in ********** for a cleaning June ****** and just recently in February **************************** a bill for $147.00. The bill does not provide any details just that I owe $147.00. I called and spoke to someone in billing who said my HMO dental plan denied the claim for scaling. OK, then why am I just now being told 8 months later? I called my insurance company and they said they could possibly ***** **** the claim but now that we are passed 6-months they cannot do so. If Monarch had told me sooner I could have possibly been able to get the insurance to retro-pay the claim. Now I have had to file what the insurance is calling a grievance process to hopefully get the claim paid but not having much luck because they keep asking for information such as detailed billing. Well, I called Monarch over two weeks ago and ***** said she would send it but of course I never got it. This entire billing debacle would not have occurred if Monarch had notified me sooner of any claims issues but they failed just like they do with everything else. I have told 3 different people in that office I will pay the invoice but only after I find out if MetLife will pay or not. And yet I keep getting harassed by their billing department. Funny they weren't in such a hurry for payment 8 months ago. If this get's reported to my credit file while I am disputing this matter there will be legal repercussion.

      Business Response

      Date: 04/07/2025

      Hello,


      A representative from Monarch Dental- ********** will contact the client.

      Thank you,

      Smile Brands

    • Initial Complaint

      Date:12/03/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 pending a refund since summer 2025, which has yet to be issued. I did an initial consult/exam in June 2024. I was seen on two separate occasions for two services on 8/9/2024 and 8/16/2024 and made the payments they asked. A week or so after the visits, I received my insurance explanation of benefits in the mail. I had been over charged over $500 between both services. I called Monarch on the phone to ask about the charges, I explained and was told ****** would give me a call back and they mentioned a note in my file regarding a refund, I asked for the amount and was told they did not want to state anything until manager spoke to me. On September 19, 2024, and I decided to follow up in person. I was told that ****** no longer worked there and a new person, ******, was now the manager who would handle it. I brought in the initial consult itemization, my ***** and receipts from the payments I had made to Monarch. We totaled the amount from the ***** and then I mentioned there should have been an initial $100 off treatment promo I mentioned in my initial exam that was not listed in the initial itemization although I had mentioned it to ****** in June. They agreed to include the $100 promo so my total was about $600. I was told ****** would initiate the refund with corporate. And I provided two different card numbers for the refund. Nov 7, to ask for an update and left a message. I also asked for numbers to corporate, and received 2 numbers. I called and had no help. I followed up again in person on Nov 15. They asked again for my cc information and they said it would be 2 weeks. I mentioned that I would accept a check if that was easier than just rejecting a refund because of card information.Ive been diligently following up and it seems all I get is corporate corporate and ****** as the scape goats. I emailed monarch via their contact us a few weeks ago and have yet to received any response.

      Customer Answer

      Date: 12/04/2024

      Hello. I checked my records and found the refund I was pending on a different card. Can I withdraw the complaint? However, it did take months for this to get resolved

    • Initial Complaint

      Date:11/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 October 18, 2024, I had my teeth cleaned by Monarch Dental, ****************************************. My out of pocket cost should have been $17 but I was charged $217. I have been trying to work with Monarch since October 23, ***** to get this refund..

      Business Response

      Date: 12/06/2024

      Hello,


      A representative from Monarch Dental-Red Oak will contact the client.

      Thank you,

      Smile Brands

    • Initial Complaint

      Date:11/14/2024

      Type:Billing Issues
      Status:
      Answered
      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 had dental fillings performed on Nov. 9th, 2023. I paid $459.00 out of pocket on 11/9/23 and was told the rest would be covered by insurance. Monarch Dental Carrollton did not bill my insurance and sent my bill to collections. I have received numerous calls from Monarch Dental collections since May 2024. I called Monarch Dental ***************** several times to try to resolve the issue.I was told they would bill my insurance, however my insurance has never received the bill. I confirmed this by calling ***************, and they confirmed they would pay if they received the bill. They have not received the bill, insurance claims they have received and paid are attached. I am still getting calls from collection over a year later saying I owe over $800 additionally. I've tried calling Monarch Dental Carrollton and they are not picking up.

      Business Response

      Date: 11/19/2024

      Hello,


      A representative from Monarch Dental- Carrollton will contact the client.

      Thank you,

      Smile Brands

    • Initial Complaint

      Date:07/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Monarch dental on ***************************************************** told me I needed crown. While in the seat they said they contacted my insurance and it would cost me 250 for lab fees but that all other would be covered. Found out after crown was done that insurance denied claim and monarch never contacted them before having the initial work done. They are now trying to collect an additional ****** for the crown despite telling me while I was in the chair that it was covered. Was told since I initiated the ok that I am now responsible for the balance. I am disputing this as that was not the amount I was told I needed to pay.

      Business Response

      Date: 08/08/2024

      A representative from Monarch Dental - *********/******************  will contact the client.

    • Initial Complaint

      Date:07/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      They do not answer the phones or return calls for messages left. I need to reschedule my appointment for a dental cleaning. I shouldn't have to drive there to do it.

    • Initial Complaint

      Date:06/13/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      In 2022 I took my wife in for dental work. I paid in full what I was told after insurance payments. I was later billed more than $300 which I paid in full.In 2023 I myself had dental work done and again I paid the balance given me after insurance payment. Now Monarch is harassing me to pay an additional sum which is more than $1,000 which I refuse to pay.I feel both times I was charged more than the agreed upon amount.I would like a refund for the over billing of the $300 and to stop being harassed about the over charge of %1000.

    • Initial Complaint

      Date:06/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      In June of 2023 I took my son into Monarch Dental for braces. They told us it is a three-year process. after one year of treatment and adjustments, we had a life changing event of having to move out of state due to my spouse's employment. I mention it to monarch (2) months in advance. At that time, they said no problem we have sister companies all over *******. So, the time is here now. They ask for my zip code and I've been getting the runaround ever since. When I call, they pretend to take a message. The phone number I have is directly to the Orthodontist Manager. I'm very persistent. When I finally reached her, she said she would call me back within 48hrs with the needed info to take him in for his next adjustment. I need them honor the contract or refund 80% of my money. This is my SON we're talking about. Next Appt. due 06/11/2024.

    • Initial Complaint

      Date:03/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This organization has charged a significant amount higher than agreed upon charges. They are not able to provide a correct invoice for payment. The document attached only shows an increase. I have requested on multiple occasions an itemized statement per service. The attached document only shows an increase with a different date of service. I would like to dispute the charges based on the initial information that was provided as well as an itemized statement by service and date performed. The statement will need to show per service not and additional sum added.

      Business Response

      Date: 03/26/2024

      A representative from Monarch Dental - ********** will reach out to the client. 

    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 8/15/2023, a letter was issued indicating a refund was due to ***************************, a patient, who died on 11/14/2022. As the court appointed ************************* (and his sister), I took a certified copy of the death certificate and letter of independent administration issued by the State of Texas, Ellis County, to the Monarch Dental office in **********, Texas where his records indicated a refund was due for $406.20. This amount is due to the Estate of ******* ***********************. They made copies of the documents and told me that the documents would be sent to their corporate headquarters. Follow up telephone calls were made and was told on 1/9/2024 they were waiting on the legal department of their headquarters and that delay was expected because of holidays and to call back in 4 weeks.

      Business Response

      Date: 01/16/2024

      A representative from Monarch Dental ********** will reach out to the client. 

      Customer Answer

      Date: 01/16/2024

      I am rejecting this response because:   The business's response was "A representative from Monarch Dental ********** will reach out to the client." They have yet to discuss this issue with me.

      Business Response

      Date: 01/17/2024

      The office has reached out to the client, left a message and are working to resove the issue. 

      Customer Answer

      Date: 01/25/2024

      I am rejecting this response because I have not heard from the company nor received the refund as requested.

      Customer Answer

      Date: 02/05/2024

      Refund has been received. This complaint can be closed.

    Monarch Dental is NOT a BBB Accredited Business.

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