ComplaintsforNoHo Dental Inc.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of the transaction 3/22/2024 Amount paid $2500 I was incorrectly charged for ********** services. I did not sign up for this - a consultation (pictures were taken) but there's no record of me signing up. *** asked for a full refund and they have given me a partial refund. After numerous conversations with representatives over the last week or so, ** told the remainder of whats owed to me will not given because I have a balance from 2022 related to a root canal. NO one has been in touch with me since Fall 2022 about a balance because this was communicated to me as resolved. I am not aware of a balance, nor was a balance mentioned to me during my most recent visit on 03/22/2024

  Business response

  04/10/2024

  Hello ******,

  
  Ive had a chance to review your complaint, and Id like to apologize for your experience here at Tend. Thank you for taking the time to share this with us, so we could make it right. Based on that, we sent an itemized receipt on 4/9/24 breaking down your billing statement. There were several past due balances stemming from 2022-2023. The resin composite that was completed on 7/13/2022 had a remaining balance of $60.80. The root canal that was completed on 8/3/2022 had a remaining balance of $999.00. The periodontal maintenance that was completed on 6/14/2023 had a remaining balance of $30.40. The nitrous oxide that was completed on 3/22/2024 had a remaining balance of $43.00. The periodontal maintenance that was completed on 3/22/2024 had a remaining balance of $20.20. These remaining balances all came up to $1,153.40. The refund amount issued is $1,411.60 of the $2,565 you paid. Your insurance has up to one year to process a claim from each date of service. Your insurance is obligated to provide you the patient responsibility (amounts owed to Tend) as provided above for each claim for your own records. If you have any further questions on how the claims were handled, please refer to your insurance claims that were sent by your insurance or give your insurance a call.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am reaching out to the BBB because the Invisalign treatment I received from Tend *********** (specifically ***********************************) has been unprofessional, incompetent, and damaging. The business has also violated their side of the Smile Straightening Agreement to keep me informed throughout my treatment.Since I started Invisalign on September 13, 2023, until I canceled it on February 16, 2023, none of the orthodontists I met with at Tend kept me informed about what was going on with treatment, despite me asking multiple times. The Smile Straightening Agreement says that your dentist or orthodontist will keep you informed at every step but that has not been the case at all.In addition, *********************************** performed a damaging, permanent procedure that I never agreed to. During my consultation and 1st appointment, we agreed to use rubber bands. However, during my 2nd appointment on February 14, 2024, she began to file the spaces between my 4 bottom teeth without informing me, and without my consent. She did not explain what she was doing or why she was doing it, and I had to forcibly remove her hands from my mouth to get her to stop. I felt completely violated, both physically and emotionally. She has irreversibly removed my enamel, and I now have gaps between my 4 bottom teeth. These teeth are sensitive and weak, and they are more prone to cavities because food gets easily stuck in the gaps. I will now need to pay another orthodontist and/or dentist to try to fix the damage.In total, my insurance paid $2,951.55 and I have paid $2,589. Tend provided a refund of $324; however, considering the agreement Tend violated, the lack of services rendered, and the damages incurred, I am requesting a refund of $5,216.55 (to cover what my insurance and I have paid, minus the $324 refund).Attached is a timeline explaining the issue in more detail, along with the desired resolution. Ive also attached the Smile Straightening Agreement, which Tend violated. Thank you.

  Business response

  04/10/2024

  Hello ****,
  Ive had a chance to review your complaint, and Id like to apologize for your experience here at Tend. Thank you for taking the time to share this with us, so we could make it right. Due to the clinical nature of your experience, this was thoroughly reviewed by the clinical team at Tend (Q&A responses below)  and the conclusion was  reached that the prorate refund is $324 and has been processed. Tend ensured all visits were canceled as she informed us she no longer wants to return. 
  Member ********************* stated - I do not believe I should be charged for these last three months (December, January, February). Between my visit on 11/20/23 to my latest visit on 2/14/24, the orthodontist created a treatment plan that I did NOT agree with and that involved filing my teeth (even though we agreed to do rubber bands on 11/20/23). Clinical team response-She did agree to this when she signed the consent form. 
  Member ********************* stated When I went into my visit on 2/14/23, she began filing my teeth without explaining what she was doing or why she was doing it. I felt completely violated. She has irreversibly ruined my teeth.Clinical team response--see clinical note from 2/14, "I advised pt that I would "reshape lower front teeth""
  Member ********************* stated- I did NOT agree to this plan, nor do I believe should pay for it. It was incompetent and a complete waste of time, not to mention damaging to my teeth (which I will need to pay another orthodontist to try to fix).Clinical team response-not sure what she means by incompetent here, there is no damage to any teeth, if she wants me to close any spaces created by the reshaping she is more than welcome to return for completion of care, another ortho will do the same if she prefers to go that route.
  Member ********************* stated- I would not consider these 3 months part of my treatment plan.   My treatment plan is contingent on receiving Invisalign, and I have not received Invisalign since November 2023. Clinical team response-if she chooses to discontinue treatment the time between Nov 2023 and Feb 2024 was her retention phase, we should also make note here that there is a significant improvement in her bite since the start of her treatment.

  Customer response

  04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Please find my responses to Tend below:
  
  Member ********************* stated - I do not believe I should be charged for these last three months (December, January, February). Between my visit on 11/20/23 to my latest visit on 2/14/24, the orthodontist created a treatment plan that I did NOT agree with and that involved filing my teeth (even though we agreed to do rubber bands on 11/20/23). Clinical team response-She did agree to this when she signed the consent form. 
  
  My Response:
  I never agreed to filing teeth, only rubber bands. Rubber bands was what was discussed during my Smile Straightening Consultation on July 25, 2023 before I signed the agreement. ****** was never brought up until after the dentist had filed my teeth and I had to forcibly remove her hands from my mouth and ask her what she was doing.
  
  Member ********************* stated When I went into my visit on 2/14/23, she began filing my teeth without explaining what she was doing or why she was doing it. I felt completely violated. She has irreversibly ruined my teeth.Clinical team response--see clinical note from 2/14, "I advised pt that I would "reshape lower front teeth""
  
  My Response:
  She did not. She did not mention what she was going to reshape or what reshape meant. When talking to a patient with no orthodontic knowledge, the orthodontist should be explicit in what they are going to do so that the patient can have informed consent. In fact, Tend states in their Smile Straightening Agreement, We guarantee that well do everything possible to get the results you want, keep you informed, and keep your mouth healthy. As I outlined in my initial complaint, Tend did not keep me informed on 3 separate occasions, including during the appointment on February 14, ************************************************************** and without my consent.
  
  Member ********************* stated- I did NOT agree to this plan, nor do I believe should pay for it. It was incompetent and a complete waste of time, not to mention damaging to my teeth (which I will need to pay another orthodontist to try to fix).Clinical team response-not sure what she means by incompetent here, there is no damage to any teeth, if she wants me to close any spaces created by the reshaping she is more than welcome to return for completion of care, another ortho will do the same if she prefers to go that route.
  
  My Response:
  There is damage. The enamel in my 4 bottom teeth has been unnecessarily and irreversibly removed. I have spaces between my bottom 4 teeth and a large triangular space between the bottom 2 teeth.
  
  Again, I agreed to use rubber bands, not filing. I did not know about the filing until after it had happened and I had to forcibly remove the orthodontists hands from my mouth and ask her what she was doing. This could have been entirely avoided if she had been clear right from the start and informed me about what she was doing. I would have never agreed or consented to this course of treatment had I known what it entailed.
  
  In their response, Tend states that if she wants me to close any spaces created by the reshaping she is more than welcome to return for completion of care, another ortho will do the same if she prefers to go that route. Unfortunately, I have no more insurance left to cover another orthodontic treatment because Tend has used up almost all of it. I will also never return to Tend for completion of care because as, I stated previously, Im terrified of stepping foot in that office again.
  
  Member ********************* stated- I would not consider these 3 months part of my treatment plan.   My treatment plan is contingent on receiving Invisalign, and I have not received Invisalign since November 2023. Clinical team response-if she chooses to discontinue treatment the time between Nov 2023 and Feb 2024 was her retention phase, we should also make note here that there is a significant improvement in her bite since the start of her treatment.
  
  My Response:
  According to the **** Retention is the phase of orthodontic treatment that attempts to keep teeth in the corrected positions after correction with orthodontic (dental) braces. This period I am referring to is not a retention phase; this was a period where no orthodontic treatment was occurring. You could consider this period a retention phase if I had decided to cancel treatment in November 2023. However, I did not cancel treatment until February 2024 after the damaging February 14th appointment. From November 2023 until February 2023 I wanted treatment to continue, but unfortunately there was no treatment happening.
  
  The reason there was no treatment occurring during this period is twofold, and both are Tends fault: first, the trays from my September 13, 2023 visit had overcorrected my bite so the trays at the November 22, 2023 appointment didnt fit and they had to make new ones. Second, Tend had no appointments available for another two months (which seems like a long time to get new trays, considering it only takes 2 weeks at other dentist offices). I should not have to pay for this period where nothing was happening. Plus, the appointment on February 14, 2024 was damaging and I did not get new trays. So between treatment that was not progressing, two appointments in November 2023 and February 2024 where I did not get new trays, and an appointment that damaged my teeth, I do not consider that period active Invisalign treatment. 
  
  In terms of the bite, I never thought my bite was bad. I didnt think it was a problem before starting treatment, which is why I never brought it up. My only concerns were my twisted tooth that gives me sensitivity and migraines and the misalignment of my front teeth. And to make things worse, the orthodontic treatment at Tend actually overcorrected my bite. Currently, my back teeth are not touching at all on the left side and I am clanking down on my front teeth (I did let the orthodontist know this during my November 2023 appointment). When I went to a new dentist in March, she noticed that my left back teeth were not touching and I was clanking down on my front teeth.
  
  __
  
  Overall, the problems still stand and are not resolved with Tends response: they guaranteed to keep me informed throughout the process and they failed to do that 3 times, but most egregiously on the February 14, ************************************************************************** and without my consent. As a result, I now have spaces between my 4 bottom teeth and a large triangular hole between the 2 bottom teeth. My bite has been made worse and my twisted tooth still gives me sensitivity and migraines. Not to mention, I was violated both physically and emotionally by the orthodontists negligence and inability to communicate.
  
  During my time at Tend, I only received 3 months of active Invisalign treatment (September 2023, October 2023, November 2023) out of the estimated 18-month treatment plan. Yet I paid $5,216.55 out of the total $5,985 cost.
  
  Based on the lack of services rendered, the damages incurred, and the agreement Tend violated, I am continuing to request a refund of $5,216.55.
  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Tend because my daughter was home from college and needed her wisdom teeth extracted. The first thing I asked when I called was if they were in-network which they confirmed. I work in the insurance industry and so I am very aware of the difference in cost for in and out of network. They said they would need to do an exam first because she was a new patient and I agreed. The first appointment was the exam and a cleaning - they had issues confirming our insurance for some reason and that took a few calls after the first appointment to clear up. I then booked the extraction for January 16, 2023. I could not go to the appointment so they called me to confirm the charges of $937.50 - not once did they say the doctor for the extraction was out of network. I confirmed with my daughter that this was not discussed with her either. I actually thought the $937 was for 4 teeth and in fact, it was only for two! I feel their business practices are borderline fraudulent, and definitely lacked integrity. They had numerous opportunities to tell me that while the initial appointment was in network, the subsequent appointment was not. There is no way I would have continued with their services had I known that.I am willing to pay what the amount would have been if they were in network.

  Business response

  06/11/2024

  Hi there, this member's mother (***************************) was contacted by email and she never responded on 3/6/2024. She also never responded to any phone calls attempted on Feb 19, 2024 and Feb 21, 2024 in which also voicemails were left. We would be happy to speak with her concerning her daughter's issues. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited **** for a cleaning on 11/17/2023. I submitted my new insurance card a week early on their app. When I arrived I was told by the front desk that my Co-pay was 70$. I asked to triple-check as they had misquoted me before. I was assured that my bill was settled.Now almost 2 months later on Christmas Eve, I get an email telling me they will charge me 330$ because my insurance lapsed. They somehow lost my insurance info and are now trying to charge me money we never agreed upon. I would've canceled my visit if I had been aware.When voicing my frustration with their customer service they told me that was the price of business and offered no apology for the situation. He brazenly told me that I had just quoted an estimate and they reserved the right to charge more at a later date. Something that was never communicated to me, clearly because no one would find it acceptable.After reviewing Yelp reviews it seems that this is a common practice with this company. I strongly suggest this business be investigated and shut down if they don't change their predatory practices. This shouldn't be acceptable with any business, especially a medical facility.Please assist in this scam,***********************

  Customer response

  01/22/2024

  At this time, I have been contacted directly by NoHo Dental Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   They contacted me, lied about when I submitted my insurance and went ahead and charged me anyways. Looking at their reviews, they seem to this often. That business should be looked into

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***********************

  Customer response

  02/16/2024

  At this time, I have been contacted directly by NoHo Dental Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  They contacted me and lied to me. Went ahead and still charged me. No appology just hey its business.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***********************

  Business response

  06/11/2024

  According to our records, you uploaded your *************** on January 31st, 2023. After that, on December 26th, 2023, you uploaded your *********************** We made sure to verify your insurance coverage for upcoming visits on August 31st. However, on the same day of verification, it was terminated, which we were not aware of, as it happened after we had already verified your coverage.
   
  On 11/21, your *************** provider accepted the claim as if the services were still active. This led us to believe that your coverage was fine, as it was when we verified on 8/31. However, on 11/28, your insurance provider ***** informed us that the claim was denied because your coverage had been terminated. After receiving this information, our insurance team verified all the details and we contacted you on 12/22 to explain that your insurance had indeed terminated. But we reassured you that we would be happy to submit the claim to your active insurance at that time of service. 
   
  Please note that it is the member's responsibility to be fully aware of their insurance coverage and term dates. As per our terms and conditions, you have authorized us to charge your card for the services rendered. If you believe this is incorrect and you were indeed covered on the day of service, we strongly advise you to contact your insurance provider. As of now, this is an outstanding balance and your responsibility to clear.
   
  Lastly, to address your concerns regarding the cost of the visit. The total cost of the visit was $425. $275 for perio maintenance and $150 for the exam. You already paid $95 at the time of service which leaves a remaining balance of $330.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this provider does not want to release my ct scan , stopped in the middle of my procedure and will not release ct scans.

  Business response

  03/29/2024

  Hello, *****
  Ive had a chance to review your complaint, and Id like to apologize for your experience here at Tend. Thank you for taking the time to share this with us, so we could make it right. Based on what youve shared with us, we sent an email and text message in November 2023 for you to inform us of your providers email to have a place to send your CT scans to. We also attempted to leave a voicemail but were unable to. We are happy to assist if youd like to provide your provider's email. Thanks again for trusting us with your business.
  
  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid to have implants teeth on my top. I paid the company one year before they even called to start the procedure. They started the procedure this year and when they started I advised them if something is not covered to let me know prior we are now at the last 3 appointment and I am being harassed about payments when I made a payment 2 weeks ago and I have an issue cause they billing me for service never provide they said they will look into and give me an update was harassed about a payment when a two weeks ago and that payment they are saying is not in there system. I have talked to several managers about this and I am still getting the run arounds today i was I would see a doctor but it was for the doctor to try to scolded me about making a payment today they never advised me they was out of network with the insurance company. They never advised me that they don't do payment plans and no they will not complete the procedure with is starting to cause some mental health issues.

  Customer response

  12/12/2023

  At this time, I have been contacted directly by NoHo Dental Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:] I paid for complete service of implants and the procedure is still not completed after 2 years of service. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

  Business response

  06/13/2024

  Hi there! Thank you for bringing this matter to our attention. We are in communication with the member and this is being handled internally within the appropriate department. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August of 2023 the last appointment I was charged 200 dollars for missing my appointment. I was ok with that even though the receptionist had told me they waived the fee. The conversation between me and the last receptionist became heated and she canceled my order and put in a request to refund me my money. The day after speaking to the young lady ***** ****** (supervisor) I called and rescheduled my son's appointment. A week later on August 1, I received an email that ****** the supervisor even though I rescheduled my appointment supervisor still viciously canceled my order resulting in a fee of **** dollars and no service. I spoke to the company several times letting them know I didn't cancel my order and I had rescheduled his appointment. So Now I owed Tend for an appointment I never canceled.

  Business response

  03/29/2024

  Hello, *******
  I‘ve had a chance to review your complaint, and I’d like to apologize for your experience here at Tend. Thank you for taking the time to share this with us, so we could make it right. Based on what you‘ve shared with us, we have refunded $100 back to your card on file 3/29/2024. Thanks again for trusting us with your business.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took a trip to visit my sick dad and flew back to this country on October 13th, Tend Dental debited my card for the amount of $100 for a no show visit on the 15th. ***** told me I rescheduled the visit to that day. I never reschedule visit and I always show up for my visits. I was told because they sent me a text message, which I didn't receive that I would have to pay the $100. I find this to be unfair as I was on my way back to the country. I have tried to get some help from them but they refuse to even consider the fact that I was not in the country.

  Business response

  03/29/2024

  Hello, *****
  Ive had a chance to review your complaint, and Id like to apologize for your billing issue. Thank you for taking the time to share this with us, so we could make it right. Based on what youve shared with us, we have refunded $100 back to your card on file on 3/28/24.  Thanks again for trusting us with your business.
  
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I've been a client at Tend Dental since ~May 2022. I've had more than 5 visits for treatment since then. My last visit was on September 27, 2022, for cleaning. The visit cost $22.60 and I paid with my Mastercard linked to my FSA account. This requires an itemized bill to prove that the service is in line with FSA requirements. In the past, I'd call Tend on the phone and ask for the itemized bill sent via a secure link, and each time they provided the bill with no delay. After my appointment on the 27th , I called Tend and to my surprise they responded that I needed to print out a pdf, fill it in with my personal private info, sign it, and send it to them to get an itemized bill. I mentioned that this is not secure (sharing personal information via email and pdfs) and that it should not be a requirement to get an itemized bill for a medical service and they still refused to send it to me. This is not in line with my experience with medical bills at hospitals or other doctors. It is the first time that I'm being asked to send personal information and my signature in a way that is not secure to get a bill for a service provided. I appreciate your help getting to a resolution that is in line with patient privacy rules for medical services. Thank you.* I am attaching the bill sent via email (without the itemized section) for reference.

  Customer response

  10/14/2022

  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 and the matter has been resolved.
  The business sent me an itemized bill via a secure platform. Thank you.

  Sincerely,
  
  *****************
  
  
  
   
  

  
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment at NoHo Dental(aka Tend brooklyn). They told me they were in plan for my cleaning when I made the appointmentfor the cleaning, exam and xrays. I arrived and had my appointment/procedures. The guy who checked me in came into the room AFTER they took place and said he made a mistake and they were NOT currently in plan. He promised to get back to me. I spoke to my insurance ******* and they said that dentist NEVER was in the plan but now was AFTER my visit. I was billed $700 for the three procedures and the insurance paid them as OUT of plan. I spoke to *** at Tend customer service a few weeks after that and she said they were currently in plan again she would resubmit and get back to me. She never followed up. I called again 3 weeks ago and she said she'd get back to me. I just called them again after she didn't return the call. The woman who answered (did not give her name) told me my insurance paid so why am I complaining. I should NEVER have been billed that's why. I would not have gone there if they were NOT in plan. They blatantly lied and ate up $700 of my $2000 yearly allotment for dental services. Please help me get my refund for the $700 back that my insurance company paid on my behalf.

  Business response

  03/28/2024

  Hello, ******,
  Ive had a chance to review your complaint, and Id like to apologize for the billing issue you experienced. Thank you for taking the time to share with us so we could make it right. Based on what youve shared with us, this was resolved in Aug 2022 by issuing you a check of reimbursement of $693. In the meantime, Ive shared your feedback with our team and can ensure you this is being addressed internally. Thanks again for trusting us with your business.
  
  

*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. ↩