ICON Pediatric & Sedation Dentistry | ICON Smile Studios

LaQuitta Hinton

I’ve been extremely patient while trying to resolve billing issues on our account, which has been caused by ICON’s confusing and frustrating billing policies. ICON requires the full provider rate to be paid upfront for services even if you are in-network, rather than just the patient’s portion with insurance. This applied even when I requested and provided a predetermination of benefits letter directly from my insurance company. Once they bill insurance, they then credit you back the difference between what they initially demanded you pay and what you actually should have paid. This has led to ongoing discrepancies regarding the credits due on our account. For months, I’ve received one excuse after another. At our last appointment in March, I was told we had a $102 credit.

Then, without explanation, that amount dropped to $33. 83. I was last told on May 23 that the account ledger was still being reviewed and they were determining the correct amount of credit and that I would receive an update, but I’ve heard nothing since. It’s incredibly disappointing that such poor communication and disorganization are forcing us to leave a provider we’ve loved and trusted for years. Everything I’ve described is fully documented and supported with proof, which has been shared with ICON via email. If you choose this office, I strongly recommend closely monitoring your account, especially when it comes to payments and credits. I expect the standard “we’re sorry” or “we attempted to reach you” response, but neither would be accurate.

Sadly, we’ll be moving on to a new provider due to a complete loss of trust in ICON’s billing practices. We’ve been seeing Dr. Martin for years across different locations, and he has always provided exceptional, five-star care. This review is not a reflection of his services, which have consistently been outstanding. Unfortunately, the same cannot be said for ICON’s billing department. We hadn’t experienced any billing issues with any other dental locations before ICON.

June 15, 2025