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

  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. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few years back I went to Mint Dentistry because they were the new in thing let you listen to music and free whitening of your teeth. Anyway they said I needed 4 root canals on my upper 4 front teeth. So I footed the bill with the help of some insurance, an HSA and some cash has the work done. Fast forward to today, one of my front teeth broke on an oatmeal bar, firstly I scheduled an appointment with an emergency dentist to see if it could just be re-cemented it could not their recommendation was a bridge. I then scheduled an appointment with Mint down the road since there is one locally they wont even see me due to the issuance. I had at the time but I did fill out their new pt paperwork and they now have warranties on their work. After, that I tried to resolve the issue as quickly as possible so I went to Monarch Dental in **********, their recommended several options but did show me the Xrays and explained that when the teeth where originally done they didn't build it up enough and that there is another that is bound to fallout or break off too soon. So after not recalling signing that paperwork when the work was originally done. I reached out to the Mint I had the work done requested all the paperwork I signed and sure enough I didn't sign anything back then that even mentioned the work having a lifespan they were listed as permanents. I tried to leave the ball in their court as they were waiting to hear back from corp. to see what to do that was almost 2 months ago.

  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. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband's tooth fell out when he sneezed. Had to take him to emergency dental. Where we were told that the tooth wasn't done correctly and 3 more of his teeth will fall out. We have called the company several times with no response as to them fixing the issues. Meanwhile it's been a few Months Been. My husband is in pain and can't get anything done about his teeth. We went to a 2nd dentist and was told once again that this issue was caused from poor work. Yet no one will get back to us. This was the ************* We need to know how to go about getting his teeth fixed. We never signed anything about a warranty period or anything like that.

  Business response

  06/18/2024

  This complaint was not filed by the patient the incident occurred. We need additional information to locate the patient to resolve the issue. Should the patient still need assistances with this concern please contact us at ************************************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My previous orthodontist left Mint. I went to get the full amount for services rendered as I paid the entire amount already. I still have at least another set of trays, retainers, and attachments to be added and removed. Mint so far has only offered to pay for the retainers and removal of the attachments.I have also had a terrible experience with the new ortho - ***************. He failed to call my oral surgeon even thought I provided his personal cell number at least 3x. He dismissed notes I had from a secondary consult and was dismissive of my concerns.

  Business response

  01/29/2024

  After further review into this complaint the patient has been refunded in the amount of $1,174.00. Should the patient request further assistance please reach out to our Patient Experience Team at **************. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got Invisalign from them through their payment plan call orthrobanc. No one ever contacted me via email, mail or by phone for any kind of balance past due or owed. I resolve that and get on a payment plan to get it corrected and got a new contract. I got confirmation I was good to start treatment. I call before I arrive to my appointment to be sure I owe nothing at that time so I didnt drive all the way there for no reason. Upon arrival, the blonde front desk lady tells me that Im not in contract, I need to pay $500 to get seen and there was no way I talked to anyone at the office because shes been up there all day. I ask if at least the brackets could be removed from my teeth because my mouth was hurting and I think theres an infection. She tells me no because thats means treatment is ending although I know thats not true because Ive gotten the brackets removed 3 times before that point without receiving new trays because I was waiting on them. Overall, I just want to finish my treatment and the overall experience to be addressed. I would recommend mint to anyone even if they can pay because when I could and did the experience was still poor.

  Business response

  01/29/2024

  We were able to update the contact with ********* and the patient is in good standing. Patient is currently in Invisalign treatment. Should the patient have any other questions or concerns please reach out to our Patient Experience Team at ************** for further assistance.

*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. ↩