Complaints

This profile includes complaints for Killeen Modern Dentistry's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Killeen Modern Dentistry

  507 W Stan Schlueter Loop Killeen, TX 76542

• 

  Killeen Modern Dentistry

  507 W Stan Schlueter Loop Ste 104 Killeen, TX 76542-4106

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initially, I was supposed to get a root canal done. I called and informed the office that I was no longer interested in the service and asked for the money that was processed to be refunded. I was told that the Dentist would contact me. That did not take place. I called back a month later and inquired about the refund. The front desk clerks stated that an attempt was made for the dentist to talk to me. I stated that a conversation wasnt needed and wouldnt change my mind. In November, she stated that the refund was processed and would take 4 weeks to be received. December came and I did not receive a payment. I called after the holidays and no one was initially in office to speak of said matter. I called several times again, and recorded all conversations and was told that I would receive payment in six weeks again on January 13, 2025. I was told that the payment was processed on January 10th. It is now past the 6 ***** ****, and the payment has not been received and theres no one able to give me any answers.

  Business Response

  Date: 03/17/2025

  I am writing in response to the complaint filed by Ms. **** regarding the treatment plan change and refund process. We take such matters seriously and aim to clarify the sequence of events and actions taken by our office.
  Ms. **** contacted our office to request a change to her treatment plan. At that time, we informed her that any changes to the treatment plan would need to be approved by the doctor. After discussing the request with the doctor, our office made an attempt to reach Ms. **** and left a message ( On November 14, 2024, at 2:00 PM) , which was documented in our system.
  We did not receive a response from Ms. **** at that point. Later, Ms. **** called the office again, at which time we informed her that a refund would be processed for her. The refund in question required approval from four different individuals within our office, as it was a substantial amount.
  I personally spoke with Ms. **** on February 27, 2025, to inform her that the refund of $3,435 had been processed. During this conversation, I also advised her that, due to the check being issued from **********, it could take 2-3 weeks for her to receive it in the mail.
  We believe that all steps have been taken to address Ms. ****** concerns. We appreciate her understanding as the processing of refunds involves multiple individuals and timelines outside of our immediate control.
  If you require any further information or documentation, please do not hesitate to contact me.

  ******* Mitchell 

  
  

• Initial Complaint

  Date:11/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Killeen Modern Dentistry opened a Care Credit Card in my name and then proceeded to charge that card $2,784 for services never rendered. If you miss a payment you get assessed a 39% interest rate so I have to keep paying on this credit until it's refunded. I've already been told this would be refunded when I called Killeen Modern Dentistry last month. The last i spoke with said the person that handled that was out of the office but would return and the refund would be completed. I asked if i still needed to pay the statement so it didn't jump my interest rate and report me to the credit companies. She told me to pay it because it could take up to 10 days to process the refund. It hasn't been refunded. I'm about to have to pay another payment and their finance person can never be reached and I keep being told I can just leave another message. I have not received a call even though I call multiple times a day and there has been no refund.

  Business Response

  Date: 12/13/2024

  Patient ***** ******* came in September 23rd of this year and was diagnosed with treatment totaling *******. Patient then made appointments all the way through October 30th and she did not show up to any of her appointments. It was not until after that the last no- show on 10/30 that she requested a refund. We put in the refund and it was processed a few week ****** on 11/19/2024. She has bee refunded the full amount. 

• Initial Complaint

  Date:09/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My initial appointment on June 28th 2023, I was given a treatment plan which I signed and had a balance of a bit over $1700 with my insurance. I initially told them no because I couldn't afford it. I later found I had most of the amount in my HSA/ FSA account and agreed to continue. On my second visit 9/6 I paid over $421.80 then again the same day I paid $980 to attempt to get my balance as low as possible for my out of pocket cost. I was told I was to be on a payment plan. The girl at the desk didn't know how to set it up and ended up not placing me on one. My 3rd visit they told me my balance was now over $2200. When I asked for the original documents I signed. The same man that had me sign them. Told me they shredded my documents that was apart of my patient records. I'm now working on filling a complaint and looking into the board to see what can be done about this. My insurance company now requires authorization from this establishment with all balances. To make matters worse is I paid over $1300 for half a mouth cleaning and a temporary tooth. Patient records are not stored properly. When I asked for a copy they provided me copies with added charges from my second appointment 9/6 and refused to provide me with the documents I actually signed 6/28th to prove they jacked up some price. If they didn't it wouldn't have been a big deal to show me my original document with my signature accepting services. I would have never agreed to service that I couldn't afford. Also reading through the other reviews... I am not the first person this has happened to. This needs to be reported.

  Business Response

  Date: 10/13/2023

  Patient *********************** came in on 09/06/2023 for an exam. On that day we diagnosed she needed a crown with the possibility of a root canal, along with some fillings and a deep cleaning. After presenting the Financial arrangement to ************* she agreed to do the Crown, Fillings, and one side of the deep cleaning ( There is a frequency with insurance that only allows us to do a half at a time). The total for that day was ****. That is the cost of the work for that day. Patient only paid ****** because she stated she was looking for some financial flexibility. When the patient came back for the other half of the cleaning (Which had not been paid, in the amount ******) she was confused as she thought she had paid for everything when in fact she had not. We tried explaining this to the patient but patient walked out upset. I have attached the original financial arrangement which even states the cost of the root canal if it was needed (when our doctor started the crown process he determined the root canal was not needed) the total cost for the whole plan was 2273.5. 

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: 20427121
  
  I am rejecting this response because:
  The company was very deceptive. They used the term payment plan. They said reply yes to the payment plan. They waited until my glasses were removed, I was wearing the dark glasses given to me by them and after I was starting to get numb. They never told me they were opening a credit card in my name. Also they lied about contacting my insurance company. They left the room I was in to call insurance company to see what they could charge. They returned saying I had good insurance. I told them the amount they quoted for out of pocket was higher than my maximum  of pocket and that they were to bill my medical insurance first. They said they would do that and if I was over charged I would get a refund.  I spoke to my insurance company. They dont have record of them calling.  My out of pocket according to my insurance company is $150.00. My insurance company has no record of an insurance claim by the dental company. The company seems to be treating this as a cash only vs billing my insurance. I should not have to pay anything until insurance is billed and I get a bill from insurance.  I want all money paid to be refunded to me until my insurance is billed. 
  Regards,
  
  *************************

  Business Response

  Date: 08/18/2023

  Patient ************************* came in to our office as an outside Referral. When our periodontist did his exam it was determined that the patient needed treatment and the out of pocket charge would ******. One of the options that we offer is ************************** which is a line of credit with us. We offer this option to every patient with extensive treatment plans like hers. When we presented this option to ************** and when we did the application she was only approved for ****, which is what we financed. She elected for the 24 month option with deferred interest. We are not able to open any account without the authorization of the patient. Anytime we request any amount to be financed we send an authorization text to the patient and the patient has to reply "YES" to authorize the charge. I have attached the sales receipt which has the authorization by the patient via text. If you need any other info please let me know.