Hidden Lakes Dental Care — Attraction in Bolingbrook

One of the worst experiences, at Hidden Lake Dental. I previously had a $3k worth of treatment done with them. I missed an appointment and they said that I had to pay for it. As I was not aware of it, I spoke to them and they said that they will waive it off as it was my first time. I was happy that they understood my situation and was grateful. They then mentioned that if I were to cancel my appointment in the future, I will have to update them in not less than 24 hours.

I had scheduled an appointment for root canal and unfortunately I had to cancel it again. They made an appointment at for 5PM on 02/17/2016 and I told them that I would not be able to make it at 8PM on 02/16/2016. Hidden Lake then told me I had given them a notice of less than 24 hours (21 to be exact) and I had to pay them for the cancellation.

I wanted to see if I can negotiate with them and come to terms of postponing the appointment or re-scheduling it for a lesser fee. They did not accept it. Hidden Lake then called me a month later asked me to pay the fee for missing the appointment. I spoke to Karen (receptionist) and she said that she is not able to do anything about it. I then asked her if I could talk to the higher management and she said that she will get back to me on this (there was no confirmation on if I had to pay this amount or not yet). A month later I got a mail from Hidden Lakes that they sent this to collections and the moment I got this, I made a payment to Hidden Lakes immediately.

A few months later I noticed that I had a collection on my credit report. I then tried to call Hidden Lakes and spoke to Karen about this and she told me that she is not able to do anything about this. I told her that I did NOT get a confirmation about this issue and she told me that's not how she remembered it and said that they agreed that I would pay it. Honestly, I was not in a position to argue with them I just wanted them to understand my situation and see if they can get it off my record. She(Karen) was pretty rude and said that she is not able to do anything about it.

All I wanted is for them to be a little reasonable with me and they were not. They pointed out the fact that I updated them 21 hours before and not 24 hours. Emergencies do not come with a warning; I am sure they know this but it looks like they just want the $75. I lost respect for them. I did so much business with them and they are still not willing to accept it.

Be caution on the appointment cancellation(24 Hours) because one fine day you may get call from collection agent.

Beware of Front Desk...

I came to this dental office on the recommendation of my partner, who’s been a patient here since childhood and always spoke highly of the care they received. Based on that, I was genuinely looking forward to becoming a patient myself.

While the staff were kind and the care itself was great, I have to express major concern about how billing and insurance transparency were handled. I’m 30 and relatively new to having health insurance. I’ve always been cautious—some might say overly cautious—because I’ve heard too many horror stories about surprise medical bills and unclear insurance coverage. That’s why I was very thorough in asking upfront about the cost of my treatment and whether anything might be billed later.

I was told clearly that my insurance would not cover the deep cleaning due to a waiting period, which I understood. I made it very clear that I was fine paying out of pocket, but only if the amount I was quoted was the total and that there would be no additional charges later. I double-checked before both of my appointments and even again while paying—each time, I was reassured that the amount I paid was the full and final cost.

Then I started receiving conflicting bills. One person told me I owed $325, another said $773, and yet another said $441. This inconsistency is incredibly frustrating and has completely undermined my trust in their billing process. If you’re someone like me who needs cost clarity and peace of mind, I would not recommend this office. The care may be great, but the lack of transparency on billing is deeply disappointing.

The update is that they recently gave me a treatment plan with all these added numbers and notes on this sheet which is totally different then the ones I’ve received in person after paying for my services honestly it’s kind of ridiculous . Especially when I explicitly asked for transparency and nothing that was written down was spoked...

I normally do not like to give bad reviews to anyone as I always try to find the positive in places. But I found myself inclined to voice my opinion and ensure this does not happen to someone else. This dental has the worst customer service. I have been waiting for over a week for the manager to contact me to settle a situation that I truly was upset over but the manager did not have the courtesy to contact me instead they had someone who is not the manager contact me. My husband had missed an appointment due to work-related issues but since I did not call within 24 hours they charged me a fee. Fine, I paid it but then, unfortunately, I had to cancel another appointment because he got hit with COVID. I called but because it was less than 24 hours they charged me yet another fee even though it was COVID related. According to them, they sent me to collections which I had no idea since I never got a bill, an email or a phone call. They also stated because they had sent my bill, (of a fee) to collections I had to pay all of my services upfront when I tried to make an appointment. I found this to be ridiculous and outrageous since I do have insurance. My son and daughter also attend that dental place but they were very quick at saying they can schedule an appointment for them without a problem which is ironic since they are under my insurance and I am the one that pays the bill. If we were such bad customers then why does this not apply to my kids as well.

This is truly sad as I have pulled all of my accounts from there. I would not recommend this place to no one. Terrible customer service. Based on different reviews this is common practice with them...