Im extremely disappointed by a communication error made by iGoDental's billing department. As if the billing issue itself was not frustrating enough, I was then left feeling like I was practically shown the door when I expressed my concerns.
In February 2026, I went to iGoDental for a dental cleaning and a consultation for veneers on a couple of teeth. Upon checking out, I was provided with a quote listing my patient responsibility as 2453.10 with 2000 expected to be covered by my insurance. I paid the 2453.10 in full and was extremely excited to finally perfect my smile after recently completing Invisalign
Dr Hanna Choi performed my veneers, and I genuinely liked her and her work. She was kind, warm, and did beautiful work. I was so happy with my smile that I even recommended iGoDental to others based on my experience with her. Unfortunately, my experience with the billing department has completely changed my perception of the clinic.
A couple of months later, I received a text stating that I had an outstanding balance of approximately $1,400. I was obviously taken aback, especially because I had already paid the amount I was told was my responsibility in full.I called the clinic and eventually spoke with the manager, who I was told is one of the new managers. The manager explained that my insurance had denied the claim and that I was now responsible for the remaining balance. I explained that I had never been made aware that an insurance denial was even a possibility. Had I known, I absolutely would not have paid the full amount that day without first obtaining the billing codes and contacting UnitedHealthcare myself to verify coverage.
The manager apologized that I had not been made aware and explained that she was "a new manager" and that there were "a lot of new front desk members who are new and working on their wording." I understand that employees can be new and mistakes happen. However, I relied on the information provided by the office when deciding to proceed with treatment. The manager then explained that the consent I signed "clearly states" that I understood the amount was an estimate and that I would be responsible for any remaining balance in the event of an insurance denial. I reviewed the consent myself. The composite resin consent states regarding insurance: "Insurance: Some plans only cover the cost of amalgam, so the patient may pay more. The material used will be properly documented." I would genuinely like to know how that clearly communicates to a patient that their insurance could deny the claim altogether and leave them responsible a huge bill. The quote I was provided also did not clearly explain that I could potentially be responsible for a significant additional balance if insurance denied the claim.
It is incredibly disheartening to feel financially responsible for a lack of communication from the billing team. If there was a possibility that my insurance would deny the claim, I believe that should have been clearly communicated before I paid thousands of dollars--not months later when I was suddenly presented with a large bill.
What was perhaps most disappointing was how the situation was handled afterward. I explained that I would have happily continued as a patient for many years for routine visits, including throughout the five-year warranty period for my veneers. I live only about five minutes from the clinic, genuinely liked the Dr and had every intention of continuing my care there. However, the manager told me I could have my cleanings done elsewhere and simply come back to iGoDental if I needed my veneers repaired, as long as I provided documentation that I was maintaining routine cleanings. Instead of feeling that the practice wanted to resolve the situation and maintain what could have been a long-term patient relationship, I felt as though I was essentially being shown the door.
It's a shame because I really liked the Dr's work and appreciated that iGoDental is privately owned. I was prepared to be a long-term patient, but this experience has unfortunately changed my perception of the practice. If you choose to receive treatment here, my advice is simple: get everything in writing, verify your coverage with your insurance yourself, and don't assume that the quote you're given is necessarily what you will ultimately owe. read more
