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:03/29/2025

  Type:Service or Repair 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.

  Received a referral from my orthodontist to take my daughter here for a scan of her teeth. Called the facility and discussed the issue with my daughter's teeth and the need for the scan. I was informed by them that they were familiar with the oral surgeon requesting the scan as he use to be employed there. They informed me of the $199 cost and that it wasn't covered by insurance. I made the appointment and paid the $199 the day of appointment. I also asked if they would be sending the scans to the oral surgeon. I was told they would be. After 2 weeks went by and the oral surgeon still hadn't received the scans, I called the office back and asked if they could send to me. They told me you have to have some special kind of software and the oral surgeon no longer has access to it since he doesn't work at their office anymore. I asked why wasn't I informed before and how can I get the scans since I paid for them. They told me I need to purchase a flash drive and bring it to them and they would put the pics on it. I did that and when I got to the office with my flash drive they already had one there waiting for me. By now it's been over a month with my daughter in pain. I took the flash drive to the oral surgeon and there was nothing on it. Called the office and asked to speak to the office manager. A regular employee got on the line and after I explained the entire scenario she told me I had to speak to the office manager. I ended up taking my daughter elsewhere and paying for the scans because we were over 6 weeks of pain for her and me trying to find resolution from this office. I just want a refund

• Initial Complaint

  Date:04/24/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Its a billing issue. I have Aetna DMO, with this plan there is little or no out of pocket payments as dentist office is to honor DMO contract agreement. This office has manipulated service codes with the full intention of having me as the patient pay for services that are covered under the plan. They agreed there was a billing error back in December 2022 or January 2023. I requested a full audit of my account, but they stated can only go back a year. They agreed to refund over $500, however after waiting for month for refund I contacted them today and now they claim did a second audit and will only be refunding $294.40 claiming I was quoted a wrong refund amount, which is yet another inconsistency. These people has been over charging me since 2019, but claim they cannot go back past 2022. I need your help in getting refunded for money I should not have paid in the first place. Thank you in advance for assistance in this matter. *************************

  Business Response

  Date: 05/31/2023

  Hello, 

  We have received your written complaint and are reviewing your request. We will respond within the next 48 hours. 

  We apologize for the delay in our response. Thanks for your patience. 

  Culebra Smiles and Orthodontics

  Customer Answer

  Date: 05/31/2023

  Complaint: 19967561
  
  I am rejecting this response because: I have received an email from this business today, 5/31/2023 informing they are refunding a total of $299.00 vs $500+ initially quoted.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/11/2023

  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 received a crown on 6-20-22 from Culebra Smiles and paid $829.20. After insurance was filed, ***** said the patient responsibility was $406.20. I contacted Culebra Smiles to get refunded money, and the insurance also contacted them. On 9-6-22, through a three-way call with Cigna, Culebra Smiles, and myself, I was told by **** that she would process the refund of $423, and it would take up to 2 weeks for me to receive the refund back to my card. On 10-14-22, I contacted Culebra Smiles because I had not received my refund. The person on the phone told me that the refund had not been put through the system, but she would give **** the information. I also mentioned that I had been very patient with them up to this point, but if I did not receive a call back or contact regarding my refund, that I would file a formal complaint with Cigna Dental and the Better Business Bureau. I received an email that evening stating a refund was being processed. I have since received statements from Culebra Smiles saying I owe the $423 they refunded to me. I have also received 2 letters from AmerAssist A/R ********** *** stating that the amount is in collections. Cigna (my dental insurance) has verified with the dental office that I do not owe the amount. I want to stop being harassed by Culebra Smiles for money that they refunded to me and that they have told me and the insurance company that I do not owe!