ComplaintsforRisas Dental and Braces

• Initial Complaint

  07/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ON 12/02/2020 I SIGNED A CONTRACT FOR A "***** 1, ***** 2" ROUND OF BRACES FOR MY MINOR SON. I WAS TOLD THAT THE ***** COST OF THE BRACES WAS BEING BROKEN UP INTO 2 DIFFERENT *****S BUT THE ***** COST WOULD COVER THE BRACES IN FULL. EVERYTHING WENT WELL MY SON WORE THE FIRST ***** OF THE BRACES FOR ABOUT A 1 1/2 YRS AND GOT THEM OFF ABOUT 6MONTHS AGO. HE HAD 2 ADULT TEETH THAT NEEDED TO COME IN AT THE **** SO THE ***** DR ADVISED TO GET THE BRACES OFF AND WHEN THE TEETH FULLY CAME OUT, TO COME BACK AND THEY WILL PLACE "***** 2" OF HIS BRACES ON....07/27/23 WE HAD A RECONSULT WITH THE ***** DR AND HE RECOMMENED THAT MY SON GET HIS BRACES BACK ON. HERE LIES THE ISSSUE................WE WENT UP FRONT TO DISCUSS THE REST OF THE PAYMENT BALANCE AND WAS TOLD THAT THE ***** DR WHO ORIGINALLY SAW US DID THINGS DIFFERENTLY WITH THE ***** 1 ***** 2 BRACES AND THEY NO LONGER DO IT THAT WAY. WE WOULD NEED TO PAY FOR BRACES AGAIN $4400 SINCE WE HAVE INSURANCE OR TAKE A PAYMENT PLAN. I ADVISED THE **** WE SIGNED A CONTRACT OUR INSURANCE HAS PAID AND WE HAVE PAID A DOWN PAYMENT ON THIS FIRST CONTRACT. SHE SAID THEY ARE NOT ABLE TO PULL THE FIRST CONTRACT AS IT IS NOT IN THE SYSTEM AND THAT DR NO LONGER WORKS THERE???? I DONT FEEL THAT WE SHOULD BE PAYING FOR BRACES TWICE, THAT WOULD BE AROUND $8000 FOR BRACES. I ADVISED HER THAT YOU ARE BASICALLY SAYING THAT THE ***** 1 OF OUR BRACES WAS FOR NOTHING AND WE NEED TO START OVER AS A NEW PATIENT? SHE SAID BASICALLY "YES". THIS IS NOT RIGHT. OUR ORIGINAL CONTRACT NEEDS TO BE FOUND AND THE ORIGINAL PRICE NEEDS TO BE HONORED. **************** FAMILY

  

  Business response

  03/13/2024

  Hi *****,

   

  Thank you for reaching out. I have send an email to you to further discuss the situation and try to find a solution to what is going on.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had originally had an appointment 7/8 as I had a filling pop out and needed it redone, as well as other cavities filled that I made an appointment for. I came 7/14 with tooth pain. The doctor advised he would be able to do composite veneers that day, for no cost to me which I was very thankful for. 7/14, a veneer cracked. I called up to get it fixed as I was in so much pain I couldnt eat. They said they couldnt see me for 2 weeks. I expressed the fact I was willing to drive to a different office or see a different doctor and was still told no. I had to call 3 more times until they told me I could come in that day. When I did go in, the doctor advised he could fix it with permanent cement which I was okay with. Upon fixing it there was still a visible crack in my tooth. The dental assistant asked if he needed to bond it, which the doctor replied no actually it looks very natural. The very next day it cracked again when I was brushing my teeth. I called to have the same crack fixed again, I was told that the only doctor that could assist was out for a week. I took the first available appointment which was,7/26 at 6:20pm. I arrived a few minutes early and was advised the doctor was running a bit behind. I finally walked out at 8pm after no acknowledgment from the doctor or assistant. I paid for all of the work but only had about 6-8 cavities filled. I went to a different dental office to fix the pain in my cracked tooth. Due to the work done, the only way to fix it is a crown, which is costing me an additional five hundred dollars. I also advised Risas of my concerns with my gums and teeth during my first visit, they advised that it was just a few cavities that can be fixed easily. I actually have some ********************* and need deep cleaning treatment. Had I not gone to a different doctor, I fear what would happen to my teeth. I am now requesting a full refund due to the mistreatment and misinformation provided about something as vital as my health

  

  Business response

  04/11/2024

  Hello my name is ***** , I am the Patient Experience Coordinator at Risas Dental. My apologies for the delay in getting back to you, we did not have access to our BBB account. If I could please send me an email to *************************************** with get your date of birth, location you attend, so I can access your chart and help with finding a solution to the situation. Thank you ! 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son originally had braces put in on April 2019. For the past two to three years there has been no progress in his dental treatments. I have left several messages at the front office desk for the manager to call me back and she has ignored me which is very unprofessional and rude. I am asking for the money I have paid out of pocket to be refunded to me so I can seek treatment elsewhere. They have wasted three years of our time asking us to come in for visits every two months, which we have done, and there has been no progress in his treatments. They refuse to do recent Xrays to confirm that the treatment they had us do for the past three years is not working. The orthodontists spends less than three minutes with the patient on each visit. They have wasted my time and money,

  

  Business response

  06/16/2023

  Hello *********,

  Thank you for taking the time to share your feedback with us. We are sorry to hear that we missed the **** with your sons treatment. A member of our Patient Experience team will be reaching out to you today to help resolve this matter. We look forward to assisting you with this, talk to you soon. 

  Sincerely, 

  Risas Dental and Braces

  Customer response

  06/16/2023

  I received a response from the business and will not **** this complaint as accepted until the issue is fully resolved. They are only looking into it at this point and have provided no real solutions. 

  

  Business response

  06/19/2023

  Hello again, 

  Our team has reached out to you via email. We have received your response and are working diligently with the office to get a resolution as soon as possible. Due to HIPPAA privacy, we are unable to share additional details here (publicly) but rest assured that we are working very hard to resolve this asap. Please feel free to email us if you have any questions or concerns in the interim. 

  Thank you!

  Customer response

  06/23/2023

  No action or compensation was offered in regards to settling this matter. They have wasted over 4 years of our time with no progress in ortho treatment. I am hoping his treatment will be wrapped up soon, now that attention was brought to this matter.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to risas dental to get my broken tooth fixed. Yes it had a cavity, but I wasnt experiencing any pain! After they did the restoration and put the temporary tooth, I was told if I experienced discomfort I could go back and let them know. I called because my meds, the amount of mg that the insurance covered, wasnt the right amount. I was in so much pain then. That was handled, but as the days went by the pain never really left even after pain medication. Upon next appointment I told them I had pain when I ate and drank. All they did was seal in the small opening of the temporary, but you would think they would of done an X-ray to check deeper or something. It was not done! In the papers given it says if discomfort that it could be possibility be that the cavity was too deep and that they would need to check! Again it wasnt done!! Even after the seal I still felt pain while drinking, eating, even talking and even when I didnt talk. When I went in for the permanent crown I was still feeling pain and I asked again if the pain is going to go away after the permanent is put in and they said yes! I let the assistant know that I couldnt floss the side where I had my temporary because it was still tender and hurting! She said really, because when she had it done she didnt feel anything when she had her temporary and could even floss! I told her that I couldnt . When it came to cleaning the area I was feeling pain when they put the cold air, the suction. I felt pain and thats when the dentist put anesthesia in the area but even with that I was feeling a bit of discomfort. Now when the assistant kept putting the permanent tooth and was checking to see if it fit, I had told her that I felt that. It was cold to the touch and it hurt. Meaning I felt pain every time she placed it. I asked again if she were sure I wasnt going to feel pain after its in, she said you shouldnt. MY STORY ISNT FINISHED AND I HAVE NO MORE SPACE TO TELL MY STORY.

  

  Business response

  06/15/2023

  Hello,

  We are sorry to hear that you had a less than exceptional experience. We understand you would like to share more information, so our Patient Experience team will be emailing you shortly. Thank you for your feedback and we will talk to you soon.

  Sincerely,

  Risas Dental and Braces

  Customer response

  06/23/2023

  They keep claiming that nothing was done wrong.  I have asked that if they cannot perform the root canal at their office to pay the orthodontist.   One of the ladies I spoke to that deals with complaints openly admitted that they did not give me the right information and because of client cost the opted with the option of doing a restoration instead.  I was never informed my cavity was deep and if they new it was deep and knew they werent comfortable doing a root canal, why continue a restoration knowing the possibility of what could of happened.

  

  Business response

  04/11/2024

  Hello my name is ***** , I am the Patient Experience Coordinator at Risas Dental. My apologies for the delay in getting back to you, we did not have access to our BBB account. If I could please send me an email to *************************************** with get your date of birth, location you attend, so I can access your chart and  help with finding a solution to the situation. Thank you 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seen at the risas dental office on 7 th at in *** and in speaking with nurse because prices where so high and they where not open to make a different payment plan I said I thought this company helped people . Because I made that comment they told me they are going to band me from all offices . *** never felt so violated and offended

  

  Business response

  04/12/2023

  Hello ***,

  I am sorry that you had a negative experience with us. Your feedback and extremely important to us and we will handle this complaint internally with the team. While our offices do reserve the right to refuse service, we sincerely apologize that this was the experience you had with us and we wish you the best. 

  Sincerely, 

  Risas Dental and Braces

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got braces and I have a overbite, I wore the braces with the bands all day pretty much everyday, I told the Dentist it might be a tooth that needs to be removed or have the bands adjusted on another tooth for the overbite to come down and they completely disagreed and told me I need to wear the bands he didnt believe me. I expect a full refund of $3,000.

  

  Business response

  12/28/2022

  Hello,

  We are sorry to hear that you are not happy with your orthodontic results. We are here to make sure you, as our patient, are satisfied and have a wonderful experience. Can you please email us at ********************************** for further assitance? We have also reached out to you via email to assist you with this matter. We hope to hear from you soon. 

   

  Risas Dental and Braces Management

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2022 there was a Black Friday deal of $2600. I have seen this deal before in past years and I wanted to take advantage of it this year. So I waited for it throughout the year. Come November, I got them put on and The Dr who was covering until a new doctor came along was so kind and made me feel great about doing it even though it was an a big investment: I signed all the paper work. I didnt actually see what I was signing, the girl who was taking care of the finance part of it was just explaining everything to me and then having me sign on a signing pad. She said As long as you pay in full before the end of the month you are good.. me thinking Great I have a few weeks I can gather money and pay it to get a good deal. Come November 29th I called them to make a payment in full and they said the promotion was not available anymore and I would have to pay the full $3700. I told them what I was told and she said, unfortunately you signed stating you would pay before the 26th. I told her I was not aware of that being the last day to pay I thought it was before the end of the month and that wasnt fair I was told something else. She said it was in my paperwork. I didnt even look at paperwork when it was printed and given to me in a green folder after I had signed everything and got my braces on. This is completely not OKAY!!! I trusted your word for it and now Im stuck with $3700 bill instead of the $2600 deal I waited All year for. The girls at the front were very rude and short when I was asking and wanting answers. Okay. Unfortunately now Im stuck with this bill. A month later I brake two brackets and called on The phone to see what I could do. I was told to go in before 5 since it was ********* meaning the orthodontist was ************* and if I didnt go in 12/21 the next time they would be in is the end of January or February and I would have to be there before 5 so I can be seen as a walk-in . I left work 2 hours early, got there at 3:30 and was told they are not taking walk ins anymore. I was upset that I missed work for misinformation once again!!!! I asked to move offices and they said I couldnt until after 6 visits. I am now paying full price for these braces and I cannot believe all that has happened. On top of that, I spoke to a different Doctor to complain and she literally said sorry we cant help.. merry Christmas though and walked away like it wasnt her problem. As a single mom I made a big sacrifice to do something for myself that cost money. And I regret it very much now.

  

  Business response

  12/23/2022

  Hello, 

  
  We are sorry to hear that you have had a less than exceptional experience. To best assist you, we have sent you an email to best assist you in getting this issue resolved. We anticipate a quick solution to this issue and hope that you continue to trust us with your dental needs.

  Sincerely,

  Risas Dental and Braces Management

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi goodafternoon , my names ******************************* and Im a customer of yours over at ********************************************* at ************** and I am writing you this email because the retainers *********************** had given me broke within the first 2 months I had them. I am extremely upset with the situation Ive been going through to try to get them fixed, I stopped by Risas yesterday around 6 pm after calling the customer service department and instructed to do so only for a Risas assistant to tell me once I was at the location that there was going to be a hidden charge of $125 to fix the bottom retainer which I was never told nothing about. I then ask if I can set up an appointment to see you and the assistants words are just walk in tomorrow (10/29/22) and we could get impressions done. I then call the customer service department again discussing the charge and am told the orthodontist can waive the charge but ONLY the orthodontist , the representative then transfers me to assistant at the Risas location only to tell me that they cant guarantee that the orthodontist will waive the charge. I become reasonably upset because I have spent all this money to get my teeth fixed only to get no assurance on the situation, have this hidden fee I was never told or given any paperwork on about after only having these retainers for 2 months, something I will likely be using for the rest of my life and they break in no less than 2 MONTHS while I was putting them on! I then come in today (10/29/22) after following the assistants instructions from last night only for them to tell me that I would have to wait an uncertain amount of time even though we had literally discussed the night prior for me to come in and get my impressions so I could then come in and see the orthodontist Thursday and have the fee waived. I had asked about an appointment the night prior and they had told me to walk in and there would be no problem. I am rightfully upset at the unprofessionalism of the staff disregarding everything.

  

  Business response

  11/07/2022

  Hello *****,

   

  I am very sorry to hear that you are having an issue with your retainers and would like to resolve this issue for you.  If you could please send me your DOB or Patient ID at ****************************************** I can look up your chart and call the office and your orthodontist to help you get new retainers.  Thank you in advance for your time.

   

  Best,

  *****************************

  Patient Experience Coordinator 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 10/22/2022 My Son had a last appointment to remove his breces by risas in the ***************** but at the end ,his retainer where made back **** and to put them on it was painful. ,No only the dental assistant try very hard to get it in but the Orthodontist try 4 time to fit in. Hurting my son with mentally challenged.The Orthodontist just add "well order just the upper" I ask they do not fit? The Assistant explained they where made wrong so I two week they be ready!by the time we walk out the evening single employees was laughing enjoying my son entertainment.My son fell humiliated, emberesment.

  

  Business response

  10/28/2022

  Hello ********,

   

  We are deeply sorry that you had a bad experience at our ********* office.  We take complaints very seriously and want to make sure we address this issue with the appropriate care team.  Would you be so kind to send me the patient's information to ********************************************************.  I would like to pull up your son's chart to further investigate the situation and address this issue for you.  Again we apologize for the bad experience and hope to hear from you soon.

   

  Best,

  *****************************

  Patient Experience Coordinator 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Risas dental had my insurance on file. Did not even try to use it. I paid cash and they made me write a review on their site before performing service. Then insurance said they would most definitely pay for treatment. Now risas is saying until insurance pays for treatment, which was already paid I cannot have my money back. Why didn't they try my insurance on file first??Now I have to wait for them to send claim and have ins pay. It's ridiculous and fraudulent.

  

  Business response

  10/28/2022

  Hello *******,

   

  I am very sorry to hear about your experience, but would like to help you get the issue resolved as soon as possible.  Would you be so kind to send me your patient details and the location of the office you visited at ********************************************************.  I would like to take a look at your chart and see how I can expedite the process.

   

  Best,

  *****************************

  Patient Experience Coordinator

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩