Dental One Associates of Cross Keys

So the billing finally gets resolved but not for weeks after posting the original review here. But again I implore you not to go to this office whatsoever. My daughter just came from having surgery at a specialist because the dentist did not remove her tooth properly, the endo did not do the root canal correctly, and she was infected all the way up to her sinus passages and needed a bone graft to fix what was done. This has cost me over a thousand dollars so far and she isn’t done.

Worst experience ever. I called as a new patient to schedule a cleaning. The person on the phone had no problem scheduling me to come in, once there I filled out my new patient paperwork and was prompted to write why I was there, to which I wrote «Cleaning». The dentist came and read my paperwork out loud and said, «So you are here for a cleaning». She then proceeded to give me x-​rays, poke my gums and tell me I had to come back for 2 more additional appointments, that they do not do cleanings on first time visits! Not once when i was scheduling the appointment, or filling out my paperwork was I told this. This office clearly forces you into making multiple appointments in order to charge you as much money as they possibly can. Terrible business ethics — i will NOT be going back for my follow up appointments.

I really had a horrible experience here even though I wanted to like it since it is close to my home and extremely convenient. On my first visit to see Vicki Cooper, D.M.D. at Dental One Associates of Cross keys I was 20 minutes late and the receptionist told me I would have to reschedule my appointment. I didn’t mind rescheduling since it was my fault that I was late. I made sure to be on time for my next appointment and then I had to wait 45 minutes to be seen… I found that to be quite hypocritical. The assistant then took a set of x-​rays and left me to sit waiting for 20 minutes with no mention of when I would be seen. Eventually she came in to tell me that the dentist (Vicki Cooper) was in an emergency situation with a patient and so was the other dentist in the office. I was told that I could wait (indefinitely) or leave. At theist point it was 11:30 am and my appointment had been scheduled for 9:30 am. I decided to leave and I will not be going back. No one in the office even apologized for the inconvenience. Horrible customer service!

While I have always received excellent dental services from this location, their billing staff is completely inept. Six months, dozens of phone calls, several in person visits and providing them with my insurance information no less than 6 times — and I’m still getting insane and threatening bills in the mail for a very simple cleaning that is 100% covered by my insurance. Exhausting and frustrating.

This place is the worst. Absolute worst. They billed me for services I never received. And then sent me to collections on the same services that I never received. Do not go. Avoid. Avoid. Avoid.

My experience is exactly the same as the rest. I’ve spent six months getting them to admit that my insurance paid for my standard teeth cleaning within days of my visit while they continued to charge me. They don’t answer the phone, don’t return calls, and generally are completely unhelpful.
Word of advice for those who are having trouble with them: fax over all of your records of the bills you received and your insurance’s statements regarding paying the claim along with a letter explaining they need to fix this or you will file a fraud complaint with your insurance. The issue was resolved within 24 hours.
The actual dental care is questionable too. Their two appointment policy for a cleaning is annoying and clearly designed to make them more money despite the difficulty it presents for patients.
I wish I had checked here before making an appointment.

This is the worst practice I have ever gone to and I am a dentist office pro. There is no coordination of benefits, employees roll their eyes at you if you ask for ANY customer service, they overcharge by 20%, they never return a phone call, and even their own staff says the turnover is huge. The office workers are so rude, unhelpful, uncaring, and even left me sitting in the waiting room as they were closing because they forgot about me. The dentists are incompetent; they broke two of my teeth while working on others, the orthodontist never should have put braces on when they did and now I will have to take them to court. Don’t GO HERE. I would give ZERO stars if I could.

Have switched from this dentist because of many factors, and wanted to make sure I added to the other reviews because I’ve had the same experiences!
Never had a single visit that didn’t end up re-​billed, including a time that the claim was rejected because the dentist that worked on me hadn’t renewed his certifications! That’s the kind of thing I’d really liked to have known at the time!
Scheduling was a hassle, too.
Switched away from them and don’t miss the re-​billing /​adjustments!

If I could I would give this office negative stars! They are completely unorganized, unhelpful, and incompetent. The staff acts like it is a privilege to have them do their job for you. The receptionists have that baltimore city attitude of apathy, like the world owes them a free ride.
I visited another dentist today, and was notified that pretty much everything done at this office, was done in an incorrect manner. Every single filling that I ever got here has fallen out, or placed wrong, causing more decay. The crown that I got and paid over $ 1700 for was improperly done, and has to be replaced again by my new dentist. Don’t waste your time, go somewhere else. This many negative Unilocalers can’t be wrong.

PLEASE stay away. They treat their staff awfully! My mom was a dental assistant for them and is on medical leave for a surgery and they fired her while say that her inability to return to work is considered a resignation despite her being in a hospital. Most people that work there are extremely unhappy! It will be a matter of time they will be slammed with a law suit.

save your teeth… and go somewhere else! I’ve recently moved from Baltimore to California and had to have 2 fillings replaced that were done inside of 2 years ago. They are not super friendly, warm or inviting.
The only saving grace this place has, is an awesome hygienist… sadly I can’t remember her name, but she is african american and has long locks.

The kids got to go to the dentist today!!! I was a little bummed out that we were going to a regular dentist (instead of a pediatric dentist), but hey, its all good.
The hygienists were bubbly enough. The environment was bleak but clean spacious and nice. I’m not sure if there are like 50 hygienists in Baltimore who all service the hundreds of dentist offices here, but WHY ARE ALL THE OFFICES SOOOO BUSY!!! LOL. I mean you have to make your appointment 5 plus months in advance!
BUT, what worked out here is that there were a few cancellations today so the kids were seen the same day i called to make appointments. Really doesn’t get much better than that. ;)
Emily and Kim are awesome. My angel was extremely shy and Kim did an ok job handling it. For a sec there it seemed like she might have had an attitude or maybe was just offended, but i’m glad she kept it together for the baby. And my Angel was able to say she liked Kim.
Office staff was good. No hiccups. I could feel a bit of tension in the office, but everyone was professional. Clean, modern, spacious. 3−5pm seems like good times to be in the office. Overall decent experience.
Now, the dentist office at Cross Keys for pediatric care is AWESOME! I’ve been there once a few years ago and had a ball. Dang new insurance put this office out of network :(

Still no word back yet from my formal complaint but I did recently get letter in the mail from Dental One stating that they could not resolve the claim from this appointment and I would be billed the full amount personally. Funny– I have the EOB from back in the middle of August stating that my insurnace covered the entire visit and that the Dr was paid in full with me owing nothing to the provider. Hmmmm, fraud? poor office organization? Incompetence? All of the above?
So I had to call and talk with someone and actually send in the letter they sent me along with the 3 month old EOB as proof.
avoid avoid avoid.

Wow! I wish I could give this place NO stars.
I’m only 20, but I have experienced quite a bit of dental offices. I’m new in Maryland from Georgia, but I hope this is not the usual in this state! To get a CLEANING takes two visits, because they claim they need a whole visit to evaluate your ex-​rays. Fine. I was assigned to Dr. Cook who could use a little lipgloss and a smile once in a while. When cleaning day did come, I received a regular cleaning instead of the «deep cleaning» I was supposed to get. Not knowing what a «deep cleaning» entailed, I paid at the desk and went on about my day, confused as to what the difference was supposed to be. I googled it, and realized what I got was clearly not what I paid for. For the past week it has been HELL to get the them to bill my insurance correctly, and refund me my out-​of-​pocket since a regular cleaning is COMPLETELY covered under insurance. Everytime I call the manager, she «is not it in,» «on the other line,» «or is in a meeting.» Today it was a «she left for the day,» and I called at 1:00! What Cross Keys does not know is that I am about to go to the FULLEST lengths to get my refund, and expose this fraudulent disgrace of a business, because this sh-​t is ridiculous.

The first review was spot-​on except for the fact that I kept trying to give the place 2^nd chances because of its location. But in the end, I’m switching my dentist because this office is the most disorganized, unhelpful, immoral, incompetent, ignorant, and even belligerent, etc dentist office I’ve ever been to! They fail at communication, they fail at billing, they fail at customer service, and they certainly won’t be getting my business in the future and here’s why:
1) Poor customer service & intent to deceive – who’s job is it to inform customers of additional costs when their insurance only covers a percentage of treatment? Rather than saying «Open wide. here’s some fluoride» and then having some attitude-​driven receptionist tell me I owe extra money for fluoride treatment at the end of my appointment is unacceptable. I should’ve been informed of the extra cost, but MOST importantly, I should’ve been asked if I wanted the darn stuff to begin with. If I was asked, I would be inclined to ask about costs.
2) Failure to communicate truthful information – when I explained that I didn’t feel it was right to be charged for something I didn’t ask for to the attitude-​driven receptionist, she said I could decline payment. So I did. One month later, a big fat bill comes in the mail. I call-​in and leave a voice mail to the billing dept. I get a call back, «There’s nothing we can do. You should’ve refused treatment. We’d hate to send this off to collections.» Was that a threat!!! My God! Note to self: don’t listen to receptionists.
3) Failure to communicate important information: … like «no cleanings on the first appt,» or this dentist/​orthodontist «only practices on Fridays». Because of this, I had to take multiple ½ days off work. Get your shit right Dental ONE! Your failures as a business reflect poorly on my new job because I’ve had to take 3−½ days off just to get a damn cleaning! Oh, and, I should mention that I have a DHMO. This means that I need to appoint an office and a dentist as my «primary care.» They failed to mention that my designated dentist no longer practices with them on my 2^nd visit so they had to «squeeze me in» with another dentist. Ummmm this is information we customers need to know for our insurance plans! AND if you were organized, you’d look ahead on the schedule.
4) How many people have left this office in past year? Let me explain this. I want to spend money at a dentist office. I want to have work done. I never had braces as a kid, and I want Invisalign. When you have a financing person who gives me quotes on monthly payments just up and leave and then my regular dentist leaves AND THEN you continue to treat me like an idiot with the whole billing issues… I’m less inclined to spend money somewhere I have 0 confidence in. You just lost my business Dental One!
I hope this was enough information to sway you from committing to this office or any other Dental One in the Baltimore area. If you need a dentist, don’t subject yourself to Cross Keys. I suggest going outside the beltway or Towson where you can get a dentist that treats you like an educated, respectable human being.
UPDATE: I’ve been attempting for nearly 1 month now to have Dental One at Cross Keys duplicate my XRAYS and send them to my new (and much more organized) dentist. First, I called in and notified them that I needed copies of Xrays. They told me that I needed to pay a $ 10 duplication fee. I replied that I will be in later today and pay the fee. When I go in, I mentioned that I had called-​in about duplicating my Xrays. No one behind the counter seems to know what I’m talking about. After several minutes of mass confusion, a familiar and uncharming voice retorts, «She knew she had to pay a fee and I told her we weren’t going to make copies until she paid.» Hopefully, when reading this, you understand my frustration. At the end of this fiasco, I paid the fee and rather than sitting there and waiting for it to be done, I requested to have the Xrays mailed directly to my dentist. Here I am, 1 month later, my new dentist hasn’t received anything. I call Dental One, I hang up after being put on hold for 12:37. I call back and leave a message (not a happy one). I receive a call later that same day from a familiar rude voice, «Hello, this is [receptionist].» Because i didn’t recognize the number calling, I paused because I didn’t know who [receptionist] was. After the awkward pause, «…from Dental One.» I explained that I had paid a $ 10 fee to have XRAYS copied and sent and that 1 month later, they have not been delivered and I’m curious as to whether or not they were ever really sent. Long story short, I received nothing but comtempt and disdain. At the end of the day, I went in and picked up my Xrays personally and was told I didn’t have to pay the $ 10 fee again. I really won’t be surprised if I receive a bill in a few month

The office is hard to find (in the basement of a hotel, in a shopping center??). I waited for 90 minutes before I was taken to the back, got my xrays, then waited for another 20 minutes for the dentist to come in and poke my gums for 4 minutes. NO CLEANINGS ON FIRST VISIT!!! WTF? Oh, yeah. For first time appointments, all you can do is leave a voice message. It took about two weeks to finally get a callback at a time when I could answer.
I’ve been to several dentists over the last few years, and I’ve never been to one so shoddy! After my «service», I waited for another 10 minutes at the front desk just for them ask me to schedule a cleaning a few days later. Since I’d already taken over 2 hours off work for this crap, I said, «let me check my schedule and give you a call», then I went home and immediately started shopping for another dentist.