Business ProfileforWalden Universal Dental

During a recent visit, my wife had a root canal done. Somehow the dentist managed to slice her lip open to the point of requiring a stitch to close up. At the same visit, she left her dentures with the dentist to have 2 chipped teeth repaired. The dentist sent the dentures to a laboratory for repair. Upon trying the dentures on, she discovered that the no longer fit at all. For some reason, the dentist ordered an expensive and absolutely unnecessary reline of the dentures which completely changed the way that they fit. After several visits and adjustments they still do not fit and she cannot wear them comfortably or eat properly with them. Based on the bill, the reline was ordered simply to pad the bill as the cost of the chipped tooth repair would have been $268, however by ordering the (unnecessary) reline the bill grew to $754, and rendered the previously perfectly fitting dentures unusable. There was no reason for a reline as that is only done to correct the fit as the mouth shape changes over time, which was not necessary as the dentures previously fit perfectly. This is completely unacceptable.

*** came to our office in Lively on November 3, 2021, in hopes to repair her two central incisors that had been chipped off her complete upper denture. We then sent the denture to ******** ****** ***, which offered same day repair and delivery, which *** stressed was important to her as she had to attend work later the next day. Upon arrival of the denture a few hours later, we had *** return to our office to deliver the denture, same day. After inserting the returned denture, we were surprised to see that it obviously did not fit. We are unsure the cause of why the denture no longer fits as we did not check the original denture fit prior to sending it out to ******** ******, as this is not a requirement on a denture repair of chipped teeth. The fit was not to be altered, only an addition of the two previously chipped teeth. We then explained to *** the situation and that relining would resolve the fit of the denture. After gaining consent, we then took impressions and sent the denture back to the lab for a reline. The next day, Nov 4, 2021, we received the denture and had *** return to the office to try the fit. The denture fit well, *** indicated that it felt and looked different than the original but felt like it would take time to get used to the new denture. We later had *** return for an adjustment Friday, Nov 5, 2021, and after the adjustment, *** seemed satisfied. We charged the standard fees of the reline and denture repair, and the two lab invoices. We then heard through social media posts Monday morning, Nov 8, 2021, from ***'s partner Chris ******, that they were dissatisfied with our services and felt that we did not deal with the situation accurately. ******* *** ****** ******* then reached out to both *** and partner Chris that morning to come up with a resolution for their concern. After offering *** a rebase free of charge, reassuring that we will send to *** ***, a lab we work closely and regularly with, although do not offer same-day repairs, to ensure that *** receives a denture that she is satisfied with. Chris and *** were happy to know that we are willing to work with them as our patients' concerns are our priority in giving the best possible care.