ComplaintsforMint Dentistry

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid in full, the sum of $2365 on 03/12/2024, for invisalign braces. I found I was allergic to a material in the braces, namely nickle. I couldn't wear them though I tried. The invisaligns made me nauseated, made the insides of my mouth swell and caused just a general all over unwell feeling. This dissipated when I stopped putting the braces in my mouth. I Informed the ****************** of this situation and saw the orthodonic doctor there. I had endured 10 trays and returned the trays I had left. I called that office and requested a refund, minus the 10 trays I had used as the treatments had been stopped. However, unbelievable I was told I had to pay an approximately, an additional $436.00. I found that to be ironic. Why would I have to pay an additional $436.00 when I had paid, in full, $2365.00, 03 /12/2024. I also had dental insurance. I have tried to call the number I was given to their supposedly corporate office. No response. I have sent approximately 3 emails to the email address I was given by customer service, addressed to ******** *****, and **** ********. I would like a refund of monies I paid less the 10 trays I used. The treatments had to be discontinued by me for medical reasons that was explained to the orthodonic *** I found out at that time that the braces contained nickle.

  Business response

  11/05/2024

  After review of the account our Invisalign does not contact nickel. However since the patient is not continuing treatment, we will refund them what they paid minus a lab fee that is covered in the contract the patient signed.  

  Customer response

  11/06/2024

  I have reviewed the business response and accept this resolution.

  Although I was told by the Orthodontic *** at the Duncanville practice that the invisalign contained nickle.  Whatever they contain I was very allergic to.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I am writing this to find some resolution for an issue regarding Dr. **** ******. Dr. ****** is the dentist at Mint Dentistry in Conroe, **. Their address is *********************************************************************************************** complaint is as follows: I received 10 fillings from Dr. ****** on 6/17/2024 and 7/22/2024. These were split into two sessions of 5 fillings each. I had previously been for a cleaning on 11/17/2023 at the same office with a different dentist that told me there was nothing wrong with my teeth. I had also purchased a nightguard in August 2023. After Dr. ****** told me I needed ******************************************************************** November and nothing had changed about my life to cause 10 cavities to appear. She did not try to explain anything to me and told me if I didn't have the filling, I would definitely need crowns soon. I reluctantly gave in to her and did the procedures. Afterwards, my teeth were very sore and when I bite down currently, there is a shooting pain in my teeth, jaw and temples. I had them adjust my bite four times. It is still not any better. I also cannot wear my mouthguard anymore because it does not fit because of the fillings. Dr. ****** refuses to see me for another adjustment since they maxed out my insurance and I cannot afford to pay out of pocket for the 5th adjustment. I also cannot find a new dentist until January when my insurance starts again. I do not think I needed any fillings and now I'm in constant pain. It seems like Dr. ****** used me as a way to make more money with unnecessary procedures. I cannot eat the way I was eating before and am in constant pain from the fillings and my inability to use my mouthguard. The fillings are also very uneven and sharp so they cut my tongue often. They have offered me $200 credit for the mouthguard, however, it cost OOP $399.00. Originally, they would not fix it because the mouthguard's warranty is only for one year. They lost my impressions for the guard 3x.

  Business response

  11/05/2024

  This patient filed a complaint with our patient experience team regarding the nightguard not fitting after the fillings were completed. Unfortunately we were not able to refund the entire nightguard because the patient had the nightguard 10 months before having the fillings completed. However the patient was refunded in the amount of $203.67. When the patient spoke with our patient experience team, we were not made aware the patient is still having pain in the fillings. We are more than happy to see the patient and do any adjustments the patient may need. We have attempted to get in contact with the patient via phone call to schedule an appointment however we were not able to make contact. Should the patient want to be seen by one of our doctors she should contact us to get scheduled. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my disappointment with the service that I received at Mint Dentistry. My husband and I received a recommendation from our daughter and therefore we decided to try Mint Dental with an initial cleaning. As instructed, we both arrived at least 15 minutes prior to our appointment only to wait in the parking lot until the office opened at 8 (our appointment time). After waiting for the staff to file in and get settled, we were finally taken back , X-rays were performed and we waited patiently for the hygienist. Approximately an hour later a front desk staffer, who identified herself as the office manager, informed me that my husband and I would need to reschedule our cleanings due to the availability of only one hygienist. This was highly inconvenient for both my husband and myself because we had to rearrange our schedules for the appointment. When I explained this to your staffer, she was flippant and offered no alternative solutions for our inconvenience which only added to our frustration. I also questioned why we were not informed earlier, that we would not receive our cleanings during our scheduled appointments as we would have declined to have X-rays performed. Before leaving, I asked not to be charged for the visit because I intend to find another dentist and was advised that I would still be billed for the X-rays, which added more insult to my experience. I did send an email through *********************************** as well as to someone named ***** Spllringle, who the front desk staff identified as being her boss to further voice my concerns, but it's been over a week and no-one has gotten back with me, so I assume they don't actually care about customer service as their ads suggest. The entire experience left a very bad impression to say the least.

  Business response

  11/05/2024

  Unfortunately this office was understaffed with Hygienist, and the patient cleaning could not be completed at that time. During our new patient visit we do not guarantee that cleanings will be done in the same visit. The patient was offered to come back later the same day to get the cleaning completed and initially agreed. The patient did ask us not to bill her insurance however she did have services rendered such as xrays and exams. The patient husband's appointment was not billed out to insurance. Due to this the patient did not come back to cleaning appointment that was scheduled for later that same day. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to mint dentistry in Desoto, ** for my root canals. The last root canal I had grew an abscess within a couple months after the procedure, so I immediately made an appointment. They told me that something was wrong with the root canal but they could not work on it due to the dentist that did the procedure no longer worked in the office. So they prescribed me antibiotics to help reduce the abscess. The medication did not help. I returned because the abscess was still there and was giving me pain. They referred me to a specialist in ***********, ** Metroplex *************************** I went there the next day. They examined my root canals that was done at **** and told me they were improperly done and that each one would have to be redone. They advised me to call Mints corporate number to get reimbursement because it would be costly to have the root canals re done. I called Mints corporate number that day and spoke to ********* She told me to ask the referred dentist office to email documentation regarding what needed to be redone. The referred dentist office sent the information over to ******** the same day. ******** has never called me back about this situation ever. I have called her multiple times and spoke to other representatives asking them for an update or to speak to ********, but they always referred me to ********* She was never available and would have to call me back. I have even tried emailing her and she has never emailed me back. I called 08/30/2024, asking if I could speak with ******** or for a status update on the complaint. They let me know that due to time that the reimbursement was denied. I have called and emailed throughtout the year. It is extremely rude for them to deny the reimbursement due to "time" even though I did everything as soon as they asked and waitied to hear back from Mint. If she needed any more information for me, she did not tell me or let me know. They have all of my information and have never reached out to me.

  Business response

  11/05/2024

  The patient refund was denied due to the warranty was expired. Root canals are only warranted up to 1 year, and the treatment was completed multiple years ago. We had a dental director review the case, and it was determined that the initial work was completed up to the standard of care, and oral hygiene had a play in the failure of the root canals. The patient also had failure of root canals that we did not complete at Mint. This is why we are unable to refund the patient that was completed. 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to mint for my denture I have been trying to get my mouth fixed for a long time sent my first encounter whit the dentist from h*** he's office is on **** st. Man that experience was the worst day of my life. Never Again. But back Mint Dentistry all I won't is my refund. Man it about me supposing to be the refund law and policy on my paper work seeing on this paper I had signed. $687.56.Never did they call me. I heard that the most that they pay back is $200 But they made the denture. I was suppose to get the same day denture. But I have a $1,700 balance for the extraction. I told them that I was going through a divorce. Nothing but Lies . I'm really Heart by this lie .They took my money .Did not explain to me that denture was ready for me.

  Business response

  11/05/2024

  Patient signed consent stating that he would be receiving immediate dentures., and it would take 4-6 weeks for delivery and the patient may have to return for adjustments. Since the dentures were made that patient is held responsible for lab fees. The patient was refunded $343, which is half of what he paid. Insurance claims are also being reversed since the dentures will not be delivered. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ORIGINAL COMPLAINT-i am very upset with Mint. I have been coming here for YEARS and *** had great experience for the the most part. Two visits ago i was informed that I have an infection on a tooth that had a root canal provided by ya'll. I was referred to an endodontist by dr ***** (best dentist ive had here!)..I called them for a quote months ago and was told it was over $700 and hey dont do payment plans..i cannot afford that..so i made an appt to at least get the cavities i had filled with mint, but i couldnt get my whitening trays OR TEETH CLEANED bc of the tooth that is infected..so i was told to try care credit (which i think is ridiculous for a tooth) so i called the endontic specialists to get the exact amout so i can try care credit..they DID not call the beginning of the week as told by previous **** they just called the day before to confirm the appt..i told her i cant confirm without the amount..she said its OVER $1000!!! MY insurance hasnt chaged, the treatment hasnt changed! I have spent more on dental work, so the amout should definitely be less! Called Mint, first time the call was disconnected..Second call back, she has me on hold for over 2 mins and said no one is answering at the ******* office and she left a message. no one ever called.. UPDATE*THIS IS MONTH #2 of me waiting to hear back from the customer experience director. yes, MONTH 2! ******** has lied to me 3 times. EVERY time i called, she told me that she would call me back because it was getting looked into since Mint performed the procedure on the tooth. I have life and i waited to see how long it would take for someone to call back and i think 2 months is RIDICULOUS!!!! YOU CANNOT CLICK ON CORPORATE CONTACT OR PATIENT EXPERIENCE DIRECTOR ON THE SITE ( HOW CONVENIENT) THIS IS A DESPERATE ATTEMPT FOR CONTACT BECAUSE THE ONLY OTHER OPTION IS VIA PHONE AND I HAVE BEEN PUT OFF FOR MONTHS!

  Business response

  08/07/2024

  The patient has been called regarding an update to her case, however there has not be contact made. The patient will be refunded for the root canal that was complete in 2020. Unfortunately the endodontist is not apart of our organization so we are not in control of the pricing. 

  Customer response

  08/14/2024

  I am rejecting this response because:   I received a call and a vm was left from ******** with no details, just told me to call back. I called back twice a few days later and left two voicemails since that call. I have not received a call back or anything in writing or email. My email address is *************************** I will call again today

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 I was treated at *****************************************************, for orthodontic treatment in braces. The orthodontist ended my treatment plan prior to my teeth being straightened.When **** realized their mistake, a new orthodontist had taken over in 2023. I had already escalated my circumstance to Mint corporate office and spoke with a ******. ********************* did not take full ownership of the initial instance; however, was informed they escaped and the District Manager supplied an option that I could receive a new treatment at a lowered rate in Invisalign, for 6 months.The new orthodontist I was assigned at Mint- ********, TX did not follow proper procedure when I explicitly asked to have my lingual bar removed and she said no. Because my lingual bar was not removed I went 6 months with no movement. Pain but no movement. No apology, just excuses and pushing me to start a new treatment plan all over again. while expecting and harassing me to continue payment for a THIRD treatment plan all unsuccessful.Also, my gums have been bleeding ever since the orthodontist placed me in this 3rd treatment plan 4 weeks ago. I feel I am being discriminated against for being a black male and retaliatory action taken because of my prior escalation.I have called corporate office a minimum of 10 times and have been advised I would receive a call back and I have not received a call in over a month. Each time I call, I am told someone else will reach me. I am seeking a full refund and elimination of costs. I have paid over $3000.I would also like a second opinion on the effects of this current treatment that has caused a condition of bleeding gums, that I did not previously have. If this is not settled, I will be filing a discrimination lawsuit against Mint locally and at the corporate level for retaliation, discrimination and harassment. The business committed to making me whole and that has not occurred to date. Ethically, morally or, monetarily.

  Business response

  08/07/2024

  Patient is now under the care of our CEO of Orthodontics **************** and we will be continuing care until patient and doctor decides the work is complete. 

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment with the Mint Dentistry location on *********** near 45. I did everything they asked of me including online new patient paperwork & providing dental insurance info beforehand. On the day of my appointment 4/15/2024 they called me in the morning stating they were unable to verify insurance info. I provided the information once again & the rep stated it was fine. Upon arriving at my appt, the receptionist was on a call. She asked me to have a seat, 10 minutes later she let me know she was ready to check me in. Upon providing my info she said "we were unable to verify ins info". I explained that I had already provided it twice & she let me know it was for medical & not dental. She said I could call my HR **** but they were already closed. I asked if she could call member ************** said "I don't call insurance's or verify benefits". I then proceeded to call the member services # and was able to obtain the info. After I provided the info, she let the dental hygienist know to take me back for x-rays. I got x-rays and was then introduced to another DA to take more ***************** Those 2 employees were very nice. After making my dental impressions for my teeth whitening trays I was walked back to the front where I was told I would have to make another appt to finish my "exam" because I had missed the dentist by 10 minutes. She proceeded to tell me that the dentist had left 10 minutes before I arrived because she didn't have adequate childcare. As a mother myself I am understanding, but this should have been said to me BEFORE I was taken back so I could do the entire appointment another day & not waste my time. Im sure they did this to bill my dental insurance twice.

  Business response

  06/18/2024

  We apologize fir the experience you had in our office. I have reached out to our team to investigate the issue, and the drop of communication. After reviewing the account, you were only billed for the one set of xrays and one exam. A credit of $50 was given for the inconvenience this may have caused. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went for a filing, the wrong tooth was filled, my bite adjustment was shaved unnecessarily, took all of my teeth enamel, cannot eat hard foods. Went back to have them address the shaved enamel and my unadjusted bite and the dentist presents stated that she did not want to mess my teeth up any further.

  Business response

  06/18/2024

  We worked with the patient and reached an agreement to resolve the issue. This was resolved on 04/03/2024.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment at 10 oclock - I arrived 15 minutes prior and was checked in at 10 oclock- I didnt get called back till 10:40. Mind you Im doing all of this because of my time off this week. The lady at the front desk was not nice at all to me, she was very rude when I would ask her questions. I finally get called to the back and get seen by **********. Who I saw for about 3 minutes and said that I needed a root canal but I could not get it done there because it was a previous root canal worked on by someone else, which doesnt make sense becasuse my wife needed a root canal a few months ago, which also had been previously worked on by a different location. They went ahead and helped her that same day. Tell me how this makes sense. All in all they wasted my time - I also have a wisdom tooth that needs a filling ( which is not my wisdom tooth. They have reffered me to a specialist. They clearly wanted to just get me out of there. Im very dissapointed in how this was handled. I do hope they correct there actions immediatley. *************************

  Business response

  06/18/2024

  Original treatment was completed in 2015. Crown and veneers have a warranty of only 5 years and the patient must continue to visit us for preventative care services. Unfortunately the patient did not continue preventative care treatment so the treatment is no longer in warranty. 

*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. ↩