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ComplaintsforRohnert Park Smiles Dentistry
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been attempting to make an appointment for my annual preventative teeth cleaning that is provided by my insurance. On Friday, August 26th, I went to Smiles Dentistry to schedule my free, annual appointment in person. (This was after 4 unsuccessful attempts to schedule through THEIR app). I was DENIED my FREE ANNUAL PREVENTATIVE teeth cleaning. They said that because I refused an UNNECESSARY and EXPENSIVE ($5000) service, they were refusing my annual cleaning. To summarize - they want me to get a $5,000 service on my teeth that I DO NOT NEED. And they refuse to give me my free annual teeth cleaning UNTIL I do this $5,000 service with them first! I'm having a hard time believing that this is an acceptable business practice. My teeth are being held hostage for five grand, and without the preventative cleaning, it's like they are ensuring my teeth will lead to more expensive problems down the road that they can ***** me for. It's like a doctor saying I have cancer, and then telling me they won't do my free annual physical until I start chemo....... Just totally and completely unacceptable!Business response
09/15/2022
I am writing on behalf of Rohnert Park Smiles Dentistry in regard to case ******** *************************** AKA ***** per voicemail
The patient has reached out and spoken with several staff members including management who have clinically informed the patient all diagnoses are based on the condition of their gums, not what fee schedule their insurance dictates. She is not entitled to a "FREE CLEANING", her cleaning is FREE if it is PREVENTATIVE. After clinical examination, we determined the patient not to be eligible for this service. However, the patient has been offered a "courtesy prophy cleaning" and received a voicemail 9/14 to see if wanting to schedule for this cleaning or to ask any questions about her treatment. Any staffing cancellations for appointments are irrelevant to diagnosis and are due to staff and provider shortages. Phone call was not returned. No further appointment scheduled at this time.
Customer response
09/21/2022
Complaint: 17786818
I am rejecting this response because:As they reiterated for me, instead of following what my insurance schedule dictates and allows (including an annual cleaning), they are insisting I receive a different treatment (not covered by my insurance) before a prophy cleaning.
I do not wish to pursue any further treatment or service from this business.
Sincerely,
***************************Business response
10/05/2022
Please see attachment.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.