ComplaintsforMonarch Dental

Dentist

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Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
08/08/2024
A representative from Monarch Dental - *********/****************** will contact the client.
Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
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
06/13/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
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
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
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
03/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
03/26/2024
A representative from Monarch Dental - ********** will reach out to the client.
Initial Complaint
01/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
01/16/2024
A representative from Monarch Dental ********** will reach out to the client.
Customer response
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
01/17/2024
The office has reached out to the client, left a message and are working to resove the issue.
Customer response
01/25/2024
I am rejecting this response because I have not heard from the company nor received the refund as requested.
Customer response
02/05/2024
Refund has been received. This complaint can be closed.
Initial Complaint
12/21/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have received a bill from Monarch Dental for services on 10/20/23. I have not been seen there since July 2022. This bill was obviously filed on the wrong account. I have called repeatedly and left messages for their Business Manager to contact me, but they never return my calls. Im sure this was an honest mistake, but it needs to be corrected. Im 74 years old, live on a fixed income and cannot pay someone elses bill. I have never been able to speak with anyone. Im only given the option to leave a message.
Business response
01/05/2024
A representative from Monarch Dental- Arlington/North ******* Street will reach out to the client.
Customer response
01/09/2024
After calling 5 different phone numbers, I was finally told that the * ******* office is only open on Tue & Thurs. I drove 20 minutes across town to try to speak with someone in person. They informed me that this was a bill from my visit in 2022. They say that my *********** ******** Advantage plan was inactive at the time of my visit. This is totally incorrect. That dental plan was active until I changed to a different ******** Advantage plan for ****. I spoke with ****** who says she will resolve this issue. I await confirmation that the bill has in fact been corrected.
Customer response
01/11/2024
I am rejecting this response because:
After calling 5 different phone numbers, I was finally told that the * ******* office is only open on Tue & Thurs. I drove 20 minutes across town to try to speak with someone in person. They informed me that this was a bill from my visit in 2022. They say that my *********** ******** Advantage plan was inactive at the time of my visit. This is totally incorrect. That dental plan was active until I changed to a different ******** Advantage plan for ****. I spoke with ****** who says she will resolve this issue. I await confirmation that the bill has in fact been corrected.
Business response
01/15/2024
A representative reached out to the client and offered to email/mail her a receipt of the adjustment.
Customer response
01/15/2024
I have not received a receipt at this time. Please do not close this complaint.
Initial Complaint
10/29/2023
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I had a deep cleaning at Monarch Dental in ****** Texas 1/16/2023 and got excellent service from ****** I have dental and ***************** through ********** and paid $893 as my copay I called ********** and asked why the bill was much higher than my previous one They said that some procedures of the ones on my proposed services was not put in the claim I requested monarch to resubmit the claim and ********** approved $336 -- I waited for about a month (July 2023) to check with Monarch (I don't think it was *** I spoke with) to see if I can get my refund through *********** The person I spoke with said that they will have "do something" with ********** for me to get my overpaid money back. On Sept 12, I called the office again and spoke to *******. She verified that I indeed have the outstanding refund but she only had 2 days of administrative time per month and that she will on my file on 9/20, her next admin day. Today, Oct 25, I called the office to get an update. another person named *** answered and looked through my files -- she said that there was nothing that she can see , I went ahead and called the central office and spoke to *****. She put me on hold and spoke to Monarch ******. They said that there is nothing regarding my overpayment on my files and asked me to bring the paperwork to their office. I know They have all my paperwork (I attached these to this complaint) I just don't have any more time to go there in person Also on Sept 12. I requested an official receipt of the services rendered to me on Jan16 so I can submit it to my ************** account. ******* confirmed my e mail and said that she will e mail the receipt that day . I ***** have not received the official itemized receipt up to this day.. I checked my Spam mail and made sure it was not there.In short, I need 1) reimbursement of overpayment and 2) Itemized receipt of services rendered on 1/16. I did not want to go through BBB but I was not getting anywhere in dealing with the Monarch ****** office
Business response
10/30/2023
A representative from Monarch Dental ****** will reach out to the client.
Customer response
11/05/2023
I am rejecting this response because: This has been the response I have been getting since July, 2023. When I spoke to ******* on Sept 12, she confirmed that I had a refund and that since she only had 2 admin days a month, she will not be able to work on the refund until Sept 20. I also requested an Itemized official itemized receipt of the services performed in January. 2023 so that I can use my HSA to pay for some of the charges I was told that I will be getting it by e mail -- I never got it . I called 10/20 -- spoke to ***? she said she is not finding anything in my chart. I spoke to ***** at the Central office. She called Monarch ******. She said that I that there was nothing outstanding and I have to bring paperwork to them. I really have to time to do the back and forth. I take care of patients all day as well as do paperwork on weekends and evenings. so I submitted the papers to BBB.
My request to Monarch ******:
1. e mail me an itemized official receipt
2 Just mail me the check --- the documents are attached to this complaint
The answer provided by Monarch ****** has been the same answer I have been getting --- and nothing happens

Customer response
11/10/2023
I am running out of time to claim my copay with my health savings account for 2023. I do not understand why Monarch cannot send me an itemized receipt for services rendered in January. I may need to contact an enforcement agency so I can be issued an official receipt
Customer response
11/20/2023

More Information.
I got an official receipt from Monarch and went over it with ********** -- It said that I have a zero balance and there was no mention of a refundCust ****************************** tried to help me -- he will mail Explanation of benefits for my last visit 1/2023 and he evem called the ****** Dental Office about this discrepancy. He will be mailing mai instructions on how to properly file the 2 claims--- one from 2020 and one from 2023 as ******* was all by herself at the front desk and had no time to address the issue.
On 1/16/2023, I paid $ ****** --- My insurance said that I only owe $206.20.-- so I am owed $687.00
He also looked at my 2/17/2020 --- he said I only owed $115 -- I still have the receipt --- i paid ****** so I am still owed $136.70

All in all , I am actually owed $823.70 , much more than the $336 I though they owed me
This issue is far from resolved
Business response
11/28/2023
A representative will reach out to the client with regard to additional concerns.
Customer response
12/02/2023
I am rejecting this response because:
I received a phone call from the business that they are working with my insurance company. I cannot close this case till I get my refund as I have tried so many times in the past and nothing happened I have lost trust with this businessand will only be satisfied when I get the refund
Initial Complaint
09/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I got a upper denture and lower partial denture Monarch Dental and within a year, the upper denture cracked in half. I made an appt to get it repaired which the office said was possible. After talking to the provider, they instead fitted me for new upper denture. I told them that this denture was less than a year old and the office manager told me not to worry about it because the doctor had made a note stating the denture was not repairable. When I first started getting billed, I contacted my insurance and was told that the office billed for a new denture. I contacted the office and talked to ****, the office manager. She told me not to worry about it because in the description, it stated that the dentures was too damaged to be repaired and they would appeal. I never heard back. When I finally stated getting hand written letters from Monarch, I went in. **** said since the insurance company didn't pay the full amount, her doctors didn't work for free and I would have to pay it otherwise the bills will be going to collections. She said they jumpe through hoops for the insurance for them to still deny payment. I talked to ******** and was told that that office should have sent me back to the original office I got my denture made instead of just making another denture since now they are claim now affiliation with them. That is why the payment was being denied. The office manager actually tried to negotiate with my dental insurance a payment for me to pay since the insurance denied payment.My name was in their system meaning they had to have some affiliation. To say or pretend they just made that denture after I paid my copay not knowing that a new denture would not be covered due to non-affiliation or convenience is not professional or customer service. I just want good treatment because I cannot afford bills like this
Business response
09/25/2023
A representative from Monarch Dental **************************************** will reach out to the client.
Customer response
10/04/2023
I am rejecting this response because: Monarch Dental has said before that they will reach out to me or that they will get this issue resolved and that I have nothing to worry about then months later, they started sending me bills to my home. When I went to their office to ask them about them, **** the office manager told me to pay them or they will go to collections. So, I am afraid they will just threatened me again.
Business response
10/10/2023
Monarch Dental **************************************** is working with a third party for a possible resolution.
Customer response
10/10/2023
I am rejecting this response because: I am still caught up in their web of "maybe they will and probably they will not." From my past experiences with them, the third party is the collections agency I was threatened with to make me pay this bill. That is what I take this statement to mean. Monarch Dental does not even deal with the Better Business Bureau in fairness. Again, this is just another backdoor threat against me.
Initial Complaint
08/30/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had been a patient at Monarch Dental in ****** for over 8 years. In the spring of 2023, my dentist saw a few abnormalities that required further attention and referred me to the in-house orthodontist. My teeth were examined, and it was determined that I needed braces. I was a little apprehensive about getting braces and while I was exploring other options clear aligners always came up as an alternative. On June 27, 2023, I had my appointment to get my braces put on and right before the procedure, I asked the orthodontist if clear aligners were an option for me and she said no. Monarch Dental put the braces on and I paid my $2300 out of pocket expense and went on my way. As the days progressed my mouth got sore, I could not sleep, and I developed a headache that would not go away. By Saturday July 1, 2023, I was calling every orthodontist I could find from **************** to *************** to find anyone who could take these braces out of my mouth due to the pain, my anxiety. On Monday July 3, 2023, I was able to find an orthodontist who heard the pain in my voice during a phone consultation and brought me in for an emergency appointment. Before the braces were taken off, they called Monarch Dental to let them know they were removing my braces. At this point Monarch Dental said for me to come back to their office and have them removed and then I could be set up with clear aligners. I denied Monarchs request because after this experience I did not trust them anymore. In mid-August I was contacted by **** who is the Office Manager at the ****** Monarch Dental who apologized for the inconvenience and promised to refund my $2300 because all the work I paid for had not been performed. After two weeks I contacted Monarch and was told the Office Managers boss denied the requested for a $2300 refund because I had signed a contract and they were now penalizing me for the early removal of the braces, and I would only get $800 back, which I have still not received.
Business response
08/31/2023
A representative from Monarch Dental will reach out to the client
Customer response
08/31/2023
I have reviewed the business response and accept this resolution.

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