Delaware Smile Center

Daya

I visited this dental office in June and was required to pay upfront before they submitted the claim to my insurance. A few days later, I received the explanation of benefits from my insurance, and it turns out that the amount I paid at the clinic was more than double what my insurance said I actually owed. My insurance had already paid for almost everything, so I should have received a refund. I waited for someone from their office to contact me about the overpayment, but weeks passed and I heard nothing. I called about two weeks later and was told the finance person Janine wasn’t available but would call me back. The front desk confirmed that my insurance had indeed paid more and that I should receive a refund but only finance could process it. No one called. I waited another week, still nothing. I called again and was told again that finance wasn’t available and would call me back. It’s now been three weeks, and no one has contacted me or issued anything. Still waiting for a call back.

This entire situation makes me question their priorities. They were quick to collect payment upfront and submit the insurance claim immediately to get reimbursed, but when it comes to issuing a refund, they’ve been unresponsive and dismissive. If I hadn’t checked with my insurance myself, they likely would have kept the double payment without saying a word. This experience makes it hard for me to trust their integrity. Patients deserve transparency and timely communication especially when it involves money. The same way finance was so quick to take the payment upfront, they should be quick to notify the patient about their refund once the assurance claim closed. Very disappointing. TC (My full name is Diane Frederick, and thank you for your quick response. It is possible to get finance call me back instead?) Update: Thank you, Dr. Sophie, for your help. I received a call back from the finance department today, and I was informed that my refund had been processed 2 days ago.

However, the call was very upsetting. Janine mentioned wanting to review the recording of my previous conversation, and I provided the date and time of my calls. It felt as though she believed I was being dishonest, which was very disappointing. Throughout the call, she was very upset and her raised her voice and made me feel as though I had no right to follow up, even though I have only called once a week and I have been patiently waiting for a response. I was actually considering returning for my upcoming appointment because, despite this situation, your office has many kind and professional staff members, including the front desk team, dental hygienist, and the dentist. (5 stars for every single of them) Unfortunately after this experience, I have decided not to return. I don't do drama, and I believe that respectful communication should be basic standard, especially in a healthcare setting. The finance department needs to do better in this regard instead of looking for someone to blame.

July 18, 2025

Pauline Powell

Dr U2 was very pleasant. His examination of my affected area was very thorough. I left the exam room with a smile, feeling very reassured. The entire staff that I was involved with made me feel very comfortable.

July 3, 2025

Crystal Canon

We have been looking for a dentist for our special needs daughter. We took her to Delaware Smile Center and they treated her so well and were so patient with her and her needs. We needed sedation dentistry and it was awesome. They explained everything they were going to do and did a great job. Highly recommend!!

May 14, 2025

Lionel Frank

The team at Delaware Smile Center are totally awsome. They have thought of everything. The center is high tech, clean and friendly. Our whole family are patients and we all feel the same way. The doctors are top notch skilled and care about the results. Thank you getting us on a health path.

May 1, 2025