Beware of This Scamming Dental Office…read more
On December 11, 2024, I visited Lake Hancock Dental Care for a routine cleaning. They took X-rays, scanned my mouth, and cleaned my teeth. During the exam, the dentist mentioned that I had an aggressive bite and recommended a night guard and a new retainer, as my previous one had cracked. Since my new insurance didn't cover these items, I wanted to discuss the cost with my husband before committing.
The next day, December 12, I called the office to move forward and paid $646 over the phone for the devices. They assured me that the items would arrive within 2 to 3 weeks, and I would receive a call when they were ready.
The Waiting Game Begins
Weeks passed with no communication from their office. After the new year came and went, I called on January 15, 2025--over a month later--to check the status. The office told me the devices were ready, and they scheduled me for an appointment on January 16 at 3:00 PM.
I arrived on time at 2:55 PM, only to be met with confusion. The front desk staff couldn't find my appointment and had to radio the dentist for clarification. After waiting another 20 minutes, I was taken back to a chair, waited 10 more minutes, offered a blanket due to the cold room, and told the dentist would be with me shortly.
When the dentist finally arrived, she dropped a bombshell--my devices had never been ordered.
Not only that, but because I paid over the phone, the office apparently never documented my payment, and my scans had been deleted the day after my appointment. Despite my clear communication that I would be calling back to proceed, the office never followed up, never informed me, and essentially stole my money.
Their Solution? Just Do It Again!
Instead of taking responsibility, the dentist tried to pressure me into getting rescanned:
- "It'll only take 10 minutes."
- "You can come back another day."
- "Are you sure you don't just want to get this done?"
At this point, why would I trust a dental office that had already proven they were dishonest, disorganized, and unreliable? I refused and asked for a refund instead.
### Runaround at the Front Desk
I then spoke with Trey, the office manager, who told me he needed to check with the clinical team before issuing a refund--despite the fact that the dentist had just confirmed nothing was made, scanned, or ordered.
This office is a scam. Stay away from these crooks.
Where Was the Communication?
Lake Hancock Dental Care, which is owned by Heartland Dental, has terrible communication and even worse accountability.
- Why didn't they call me immediately after deleting my scans, knowing I had already paid?
- Why did I have to call them to schedule my appointment instead of them notifying me?
While the dental hygienist was great during my cleaning, her professionalism was completely overshadowed by the deception and negligence of this office.
Fraudulent Charges & More
Since they failed to provide the devices I paid for, I have filed a fraud dispute with my bank to recover the $646.
But wait--there's more.
The Final Insult: A $50 Invoice
On February 5, 2025, I woke up to an invoice for $50 for the appointment where I sat in a chair and was told they failed me as a patient.
I will not be paying this fraudulent charge. The only thing I want is my money refunded for the two medical devices that were never provided within the timeframe they promised.
Avoiding Accountability
Trey, the office manager, has avoided returning my calls. I called the office myself on February 5 at 11:00 AM, only to have a customer service rep hang up on me after claiming he would relay my message.
Next Steps
Since this office refuses to handle this properly, I will now be contacting the Better Business Bureau (BBB), the Florida Dental Board, and any other relevant associations to report their fraudulent behavior.
