ComplaintsforModern Touch Dental
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 10/13/23 I paid Modern Touch Dental in full $764.00 for an Occlusal Guard. Two Occlusal guards were made, and neither fit appropriately. My insurance company ended up paying $489.00 toward the guard, even though they had me pay in full. In order to receive a refund, I was asked to mail the Occlusal guard back to Modern Touch, I mailed it back and received a refund of ****** on 11/13, which was close to the the amount the insurance company covered. I asked for the remaining $289.00. I was told they needed to ship it back to the lab before my $289.00 could be refunded. They claimed they needed the refund from the lab before they could give it to me. Since 11/13 I have been calling Modern Touch talking to the office manager **** weekly for my refund. I am told that they can't give me the refund because it has become a corporate issue. I have also tried to call their corporate office ************ and spoke with ******* every other week and still do not have my $289.00. Today is 2/23/24 and I have been communicating with both offices since 11/13/23 for my refund of $289.00.Customer response
03/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
09/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have two main issues. The first issue is related to an estimate that the dental office gave me for a procedure back in June. Before I got the procedure done, the billing department checked my insurance and gave me an estimate of $112 for the procedure. I said that was fine and to go ahead with the procedure. Months after the fact, when I got my bill, the bill was a bill was approximately 3 times the amount that was originally estimated. I understand an estimate is an estimate but there is a SUBSTANTIAL difference between what I was quoted and what I was charged. I may not have decided to go forward with the procedure had I known. The dental office is now claiming that my new insurance that started in June after my divorce was out of net work with them and that is why the cost is so high. However, they knew about my new insurance at the time of my appointment and when giving the estimate. so either they lied about the estimate and total amount for failed to tell me that my insurance was out of net work, which is definitely some thing that they should have made me aware of. My second issue is that back when I was on my ex-husbands dental insurance last November, I went in for an exam and cleaning with a temporary dentist because the main dentist was on maternity leave. Come to find out that the temporary dentist was considered out of network. Delta dental decided to cover all patients as in net work because they had not made patients aware of this at the time. so they charged me on my bill and then sent a check to my ex-husband that was supposed to be cashed to them to pay for that amount. I have a no contact with my ex-husband, and I was unable to get the check back from him. I feel that it is extremely unfair to expect me to pay that amount when they should not have sent it to him. I am the patient and I am the one being charged, so therefore I should have received the check to pay the dentist back with. I have not paid this bill at this time.Business response
10/03/2023
Hello. We will be contacting the patient to speak with her as there appears to be misunderstanding that we can address. In regards to the patient's November 2022 DOS, Delta Dental made the decision to pay the subscriber directly in the amount of $266.60, unfortunately we do not have the ability to stop this. In this circumstances, the patient becomes responsible to reimburse the dental practice for the amount Insurance paid them. No adjustment will be made to this balance.
In regard to the patient's 6/13/2023 DOS, we are only in network with Delta Dental so we advise all other insurances that they will be processed out of network. The patient's responsibility for this visit was $370.40. To satisfy the patient we will honor the quote she is stating of $112.00 and provide an adjustment for $258.40.
Initial Complaint
03/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
They never said they were not in network until after my second cleaning. They took my insurance before my first cleaning and never told me they didn't accept my insurance. If they didn't accept my insurance then why didn't they tell me that at the beginning. Then had a filling done because I thought it was covered under my insurance and they had me pay around $200 and then after that charged me more. Which I paid off. Then for the cleaning they never mentioned that they don't accept my insurance until after the cleaning and I called and talked with the receptionist and she said they only accept Delta Dental not my insurance. Now they are charging me $49. Modern Dental didnt charge me $49 last year from my first cleaning. The manager was not the nicest and not the greatest customer service. This place should not be in Hartland or in business. Worst Dentist I have ever been to. As far as customer service goes they deserve an F. Their hygienist was also telling me about how his wife passed on and I never asked about her. I feel bad what happened but I didn't go in for a cleaning to have a bad/sad experience to have my teeth cleaned. How can we get the $49 resolved. ThanksBusiness response
03/21/2023
We are sorry to hear that you had an unpleasant experience. We understand that you would like a billing adjustment. **************** is very important to us. We are happy to provide you with the $49 adjustment and bring your balance to $0.Customer response
03/21/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************************Initial Complaint
03/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
The office failed to verify my insurance coverage prior to my visit so I had to pay a $498 bill. They didn't tell me ahead of time that they were out of network, or how much it would cost. They've also canceled my last several appointments and rescheduled them, making me overdue for each dental cleaning.Business response
03/28/2023
We are sorry to hear that you had an unpleasant experience. **************** is very important to us. We understand you would like a billing adjustment. We are happy to provide you with a $468 adjustment.
Regarding your complaint that we canceled multiple appointments, in 2020, we did cancel a visit due to COVID restrictions, and another in 2021 because our hygienist became unavailable. While these situations were unforeseeable and unavoidable,we are sorry that you were inconvenienced. We were pleased to offer you a visit a few weeks earlier than your originally scheduled appointment due to a cancellation, and that you were able to accept the appointment we had. Our records indicate that there were no other cancellations in your recent patient history.Customer response
03/30/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.