ComplaintsforRenew Anchored Dentures

• Initial Complaint

  09/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was going to get my teeth done at renew dental went in for the consultation and fitting but after that my job situation changed and I canceled the procedure I already paid over two thousand dollars but now they want me to pay 12k for the procedure I never got done I have tried to call them but all they want is the money for something I didnt get done

  Business response

  09/23/2024

  It seems there may be some confusion. We have a treatment plan with your signature acknowledging both the treatment and our cancellation policy. The agreement clearly states that if you cancel 72 hours or more after your Comprehensive Exam, you will be liable for a $7,000 charge. This covers the cost of impressions, study models, implants, custom surgical guide, and custom dentures, all of which have been created specifically for you and cannot be reused. If you would like a copy of the signed documents, please feel free to reach out to the ********************. Thank you.
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife had dental implants done about a year ago. Renew dentures was very nice at first and had told us that we would receive the "for life" guarantee and that all repairs and adjustments including caps would be covered for the life of the denture. Now they are saying that they do not pay for certain things now like adjustments and cap fittings. Now they are charging us and all patients for them when they had assured us they were covered FOR LIFE!!! This is a false claim and Renew should have to be ***** accountable for their false claims that they make. We are very upset and frustrated that we were lead by false accusations and were told lies just to get us to pay $25,000 for implants that we now have to continue to pay to get them adjusted frequently all year evey year now for life. This place is a scam and should be shut down!!!

  Business response

  09/18/2024

  I apologize for any confusion the Lifetime Guarantee may have caused. However, it only covers two items: the implants and dentures, provided you can show proof of biannual cleanings. It does not include adjustments, cap changes, or relines.
  If you have any documentation stating that cap changes and adjustments are included at no charge, I would be happy to honor it.
  Thank you for your understanding.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to get an adjustment on my implants on August 21st, 2024. I needed 4 new caps ( caps clip onto the implanted posts) I was informed that I am allowed 3 sets and after that I pay out of pocket for them. Nowhere in the Lifetime Guarantee does is mention any of this (I have the Guarantee. The Dr. **** me they are $50.00 each and they Wouldn't start on them until they were paid. I was in shock and mentioned this is the first time hearing about this requirement. The Dr. *** VERY rude and told me I could go down the street and pay $100.00 for each cap. I scrambled to come up with payment as I really needed these put on. I got home and called the corporate office in *********, *** And have not received a return call as of today August 26th. I would like a refund because in their Lifetime Guarantee Nothing is mentioned about these charges.

  Business response

  08/27/2024

  Hi, I apologize for any confusion regarding our Lifetime Guarantee. I understand it may not have been as clear as you'd like. While you've previously received cap replacements at no charge, there is actually a fee associated with these changes, along with specific stipulations. Our Lifetime Guarantee only covers the implants and dentures. I'm sorry for any misunderstanding this may have caused, and I appreciate your understanding. Thank you.

  Customer response

  09/03/2024

   
  Complaint: 22198885
  
  I am rejecting this response because:
  WWhere is it written that your allowed a certain # of caps and after that is a fee?
  Sincerely,
  
  ***********************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 12, 2024, went to the RenewSmiles office, ******, **, to have my upper and lower 4-post dentures realigned. I have had my dentures for over four years and have placed them in and out of my mouth with no issues until now. The lower denture was not done correctly. This should have been a simple procedure of the lower denture being placed in my mouth and being snapped onto the 4 posts. I expressed to dental assistant that they were not snapping onto the posts several times. For the next hour and 25 minutes she tried forcing the denture to connect, along with drilling on the denture with a rotary tool, and expressing my discomfort and pain. She advised me this was normal, after all I had just had them realigned several times. I finally gave in to her as I wanted to go home. At no time did a Doctor of Dentistry respond to my issues. On June 14 I called the Renew **************** and asked to speak to a supervisor. I was transferred to a man by the name of *** who I explained everything that occurred. He advised he would speak with his supervisor and get this resolved by the following Monday. This was not going to happen. I was contacted two days later by a ******************* (****) who advised she was not a supervisor. She asked me to tell her my side of what happened. I knew immediately she had made a determination that somehow I was at fault. For what? I dint understand. She proceeded to tell me she wasnt clinical and knew nothing about dentures and that ******, the dental assistant was highly educated and named all of her dental training. She then advised me how I would speak to them (Arvada) and that if ************* did not approve of what I said he would ****** me to the door and I would not be allowed in any Renew facility. I took this as a threat. She said that ****, office manager, would be reaching out to me to schedule another appt. **** did call and advised she had an opening on July 16 at 10:00, which I took. It was no help. I am unable to wear it.

  Business response

  07/29/2024

  I'm sorry you feel this way. According to my notes and memory of the conversation, I listened to you for over twenty minutes complaining about every staff member at the center and how we couldn't get you in sooner to take care of you. As soon as I spoke and asked why you were a no-show for your appointment on June18th, you became extremely defensive, raised your voice and would not let me speak anymore. Your call to me was never a dialogue but a monologue. I felt I had to end the call due to your behavior and unwillingness to let me help you resolve your situation. Before I ended the call, I let you know I would have the Office Manager call you to schedule your adjustment appointment, which I did. I read in your chart notes she did call and you were seen on June 25th and July 16th and "left happy with the results". I think we have been nothing but attentive to you, but the one time you no-showed for your appointment and could not get in immediately, you complained. However, I am glad your situation was resolved in a timely manner. 

  Customer response

  07/29/2024

   
  Complaint: 22043904
  
  I am rejecting this response because:   This response didnt mention what had happened to my lower denture. No one would listen to me that they did anchored into the 4-posts. ******* called the corporate office and spoke to ***, no last name given, at the corporate office. He indicated that he understood what I had said regarding my denture, not anchoring in place as it had for over 4 years. ******* told him that the impression, that the dental assistant had taken, may have not been taken correctly.  He said he would get with his supervisor and they would try and get something done for me the following Monday, June17, 2024. ******* didnt hear from him and I wanted to wait for his call back.  This is the reason for cancelling the June 18 appointment. ******* received a call from ******************* (Park) which I returned. *******t was apparent to me, then and now, that ******************* had decided independently, that I was at fault. ******* ask now how could this be my fault?  Has anyone listened to the recording of her, and mewhere she asked me to tell my side of the story? ******* believe this would be pertinent to how she instructed how to talk to the girls at the ****** office. And, if I said anything to ************* that he didnt like, he was authorized to ****** me to the door, and I would not be allowed to enter any Renew office.  Yes, I raised my voice to ****, the office manager, as she was also doing. My question to the HR (?), is this:  Why wasnt I permitted to see a doctor/dentist/DDS? ******* believe I needed an expert to view the denture and my mouth that now has blisters and aggravated gums and jaw areas, because the lower denture slides off.  Furthermore, I cant wear the lower denture. To make it clear, I was never happy when I left the first time or the second time. I knew immediately whatever was done (2nd) was not correct, as I did with the first visit My justifiable reason for filing a complaint with BBB.  
  
  Sincerely,
  
  ***************************

  Business response

  07/31/2024

  I am sorry we are not seeing eye to eye on your treatment with us. You have been kindly accommodated each time. If you are still experiencing issues, please call the center for an appointment to be seen. Communicating with me on the BBB website is not going to help you clinically. We are more than happy to see you again for whatever you may need. Thank you.

  Customer response

  08/15/2024

   
  Complaint: 22043904
  
  I am rejecting this response because:

  -Why you are rejecting the business' response 
  
          Once again, my concerns for my lower 4-post denture has still not been addressed. Nothing has been mentioned to me in anyway, regarding the resolving of doing the correct thing so I could get back to living with my dentures fitting perfectly again. 
    
  -Mention any additional concerns you would like the business to address 
  
          The Upper  did not qualify for the post placement the Lower area was approved.  I believe that it was ************* who said that I would need a new upper denture as well, even tho it was less than a year old.  He explained that it was very important that the Upper & Lower match perfectly and vital should any complications arise.  
        I would like to have the Upper denture looked at and evaluated by a dentist/DDS along with my four posts.      My Upper denture has been without the Lower 4-post denture for 63 days. And, I dont know how much longer it will take for the this to be resolved.  I have not been able to wear the Lower denture due to its current condition, so I dont know how much, if any, damage could have been done.  Note: I have eaten what I could and occasionally I would make contact with the posts and Upper denture, this was not a pleasant experience.   I am seriously worried about my Upper denture becoming weak (?)
      
  
  -Restate your desired resolution
  
           I would like Renew to address the error that was made to my Lower 4- post denture. I would like to request that a qualified dentist/DDs evaluate both Upper & Lower dentures. Its important that both need to be in alignment with each other. I need this to be resolved. 
  It is my belief and due to the condition my denture  is now in that a replacement is the best option. 
  An error was made and I have accepted this, Renew should admit the same.  
   
  
  -If applicable, please send any documents that support your rebuttal statement 
  
      I will be sending the website for aspendental.com located in ********. This site is with pictures and is very well put together and I feel anyone can see and get their questions answered, if they are considering getting their smile back.   I also took pictures of my lower denture.  I tried to get a correct view at all angles  of my denture. Before June 12, my denture was the same width on both sides, the left side is much narrower now, with the inserts closer together.  I have no formal training in dentistry, I have never taken any courses in dentistry, I have no desire to began another career, as I like retirement and looking forward to better days.  
  
   
  Sincerely,
  
  ***************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My dad was/is a patient at Renew Anchored Dentures. He is almost at the end part of the process and went to his appointment today to find that the office is closed. After many unsuccessful phone calls, I finally was able to speak to a woman that let me know that Renew pulled their services from the **/*** area without any notice to patients. Luckily, he is being seen by one of the doctors that Renew rented space from, and he should be able to continue his treatment. However, what about the lifetime warranty that they offered? There was no notice to any patients of their closure and no refunds given.

  Business response

  05/01/2024

  Hi *******. I am so sorry your father wasn't informed about rescheduling his appointment in *******; that is completely our fault. I would like to reach out to your father in just a minute to reroute him to another center. We will also be more than happy to provide him transportation. Again, we are so sorry for the inconvenience this has caused you this morning. Thank you for making us aware of this situation. 

  Customer response

  07/03/2024

   
  Complaint: 21651051
  
  I am rejecting this response because: 

  Dear BBB Representative, 

   

  I am writing to request the reopening of my complaint against Renew ****** Services. My father, *************************, is a patient at Renew Anchored Dentures, and we have encountered significant issues that have escalated since my original complaint. Below is a summary of the ongoing problems and additional details:

   

  Original Complaint Summary:

  My father had only just completed the first portion of his surgery for his dental implant process when he arrived for his appointment only to find that the office was closed without any prior notice. After numerous unsuccessful phone calls, I managed to speak with a representative who informed me that Renew had abruptly pulled their services from the **/*** area. Fortunately, one of the doctors who previously worked with Renew has been able to continue his treatment. However, there was no notification to patients about the closure, and no refunds were given, raising concerns about the lifetime warranty they had promised.

   

  Updated Information:

   

  1. Repeated Appointment Issues: In July, we had a scheduled appointment at the ******* location for 10:00 am, but my father was not seen until after 1:30 pm. Such delays are unacceptable, particularly for elderly patients like my father who is 72 years old.

  2. Miscommunication and Cancellations: We have been falsely accused of canceling appointments. On one occasion, we traveled from ********** to ******* only to be informed upon arrival that the appointment had been canceled without any prior notice. Another time, we went to the ******* office only to discover it had closed down without any communication, disrupting my fathers ongoing treatment.

  3. Financial and Health Impact: My father paid a significant amount of money out of pocket for his procedure, expecting high-quality care. Instead, we have faced significant delays, miscommunications, and a severe lack of professionalism. This experience has caused and continues to cause my father immense stress and has negatively impacted his health and well-being.

  4. Warranty Concerns: The abrupt closure of Renews offices in our area raises serious concerns about the lifetime warranty they offered. There has been no communication regarding how this warranty will be honored, nor have any refunds been issued for the services not provided.

   

  Given these ongoing issues, I believe it is crucial to reopen this complaint to seek a resolution. My father deserves to receive the care and service he was promised and for which he paid a substantial amount. The lack of communication and accountability from Renew ****** Services is unacceptable, and I urge the BBB to assist us in resolving this matter.

   

  Thank you for your attention to this urgent issue. Please let me know if you need any further information to proceed with reopening this complaint.

   

  Sincerely,

   

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

  ********************** 

  
  
  Sincerely,
  
  *****************************

  Business response

  07/08/2024

  Hi *******, I remember speaking with you regarding your father's treatment. I am sorry to hear you and he are still not feeling good about the process. Unfortunately, I do not have your father's name and will reach out to you directly to see if there is anything I can do to help. I have also sent you an email with my information. Thank you.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid Renew Dental $23795 in February 2023. Had surgery on 6/22/2023 in ************ ******* due to appointments being cancelled twice in the ** area. Had routine follow u appointments at ******* office and Long Island City. Had procedure to expose posts October 25th with a surgeon that left me with a perforation into my sinus cavity that has yet to heal. My last physical appointment was with ************* on February 5th and was told that she would call me back the next day with a plan for me to see an oral surgeon.to repair the perforation as I cannot get my permanent teeth without this whole being fixed. ************* had to call another oral surgeon as Renew Dental did not have an oral surgeon on service in the **/** area. Never received a call back after multiple attempts to call the office. The next message was left on my cell phone from Renew Dental on 3/3 stating ********************* would be our new point of contact. i have been calling ************************* office since the week of 3/3 with NO RESPONSE or call back. I am told by the front end staff that the only person that can help us at Prohealth in a woman named ********. I have left an abundance of messages for ******** and no return callback. I was given the number to her personal line and it is always busy. I have called Renew Dental over and over again since March 3rd and keep getting redirected to this woman ******** who does not return phone calls. I have been abandoned, left with no teeth as the temporary teeth no longer fit, a perforation to my sinus cavity from my palate, my contract has not been fulfilled as promised and am out over $23000.

  Business response

  03/26/2024

  Hi there, thank you for bringing this to my attention. I am emailing ******** at ProHealth right now to get in touch with you. We are so sorry for this unforeseen inconvenience. Thank you. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had appointment with Renew 02/26/2024, come to find out that they just closed down without notification. I'm in the middle of a procedure, I have my bottom screws and not my top yet, I am filing this complaint because renew has breached their contract and never completed the work that needed to be done on my mouth by the contract date. They received payment and are providing no help and the office they are referring us to is not returning calls to set up an appointment. The contract was with Renew and all the life long promises they made that they will no longer be forced to keep not only that but how do you just leave with our money and never finish the work that you promised to do. This is a clear breach of contract, apparently will need to contact an attorney.

  Business response

  03/21/2024

  Hi ******, we are so sorry for this unforseen closure. However, I have reached out to ProHealth to contact you to schedule you accordingly. I will also reach out to you to share their contact information with you. Thank you for your patience.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a patient at Renew Anchor Dentures since June of 2023. I have been going for follow up appointments ever since my surgery. When I went for a follow up appointment on 3/18/24 the dentist office had closed. I was never notified that Renew Anchor Dentures had closed all of their ******** offices. I only reason I had learned of the closure was because I had an appointment. I never received a phone call, an email, or a letter in the mail. Now I have to find another dentist and figure out if a new dentist will be covered under the loan I took out with Renew Anchor Dentures.

  Business response

  03/22/2024

  Thank you for bringing this to our attention. We had unforeseen closures in ** and **, however, you will still be seen by our partner, ProHealth. You can reach out to ******** at ************; they have access to all your records and will pick up where we left of. We are so sorry for the inconvenience this has caused you. Your Renew Life Time Guarantee is honored still. Thank you.

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had appointment with renewal this week and I come to find out that they just closed down without notification anybody none of their patients. I'm in the middle of a procedure. I have my bottom screws and not my top yet. My dentist that they gave me do not fit correctly. I don't know what to do right now. I cannot eat well. This is not right and I don't know what to do. I need help if possible and I spent a lot of money and it's paid in full so I don't understand

  Business response

  03/12/2024

  Hi ****, we're so sorry for the confusion and stress this has caused you. I just sent you an email and copied the Office Manager in charge to help you. Please be patient with her as she is inundated with callbacks. She should be reaching out to you this week to schedule you. My contact information is in the email I sent. Please feel free to reach out to me. Thank you for bringing this to our attention.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started with renew denture in June 19 2023. I am filing this complaint because renew has breached there contract and never completed the work that needed to be done on my mouth which was feb 22 2024 now they knew they were leaving as im told by the 3rd party company they were partners with. Now i wasn't aware that there is a 3rd party and i wasn't aware of them when i financed this. the contract was with renew denture and all the life long promises they made that they will no longer be forced to keep not only that but how do you just leave with peoples money and never finish the work that you promised to do. The site I was going to was in ******* at the ********* shopping center. when i call the customer service the manager she was rude and nasty her name is ********* mainly and she would not help when i asked to speak with a supervisor or anyone that could give me an answer on how everything would be handled.and brushed me off and rudely hung up the phone. That is not the proper way to handle people. customer service is supposed to be for the customer to feel safe if they need to make a complaint. Mind my concerns were simple but they did not feel that i or my concerns were not there problem. this is not how you conduct business. i can say that in the afternoon the supervisor was very nice and friendly and even though she was not able to help me either but that is not her fault she is just doing as she is told. the call center that they reverted everyone to which is not right either they were not well aware that others did not know there was a 3rd party company.

  Business response

  03/12/2024

  Hi *******, we are so sorry for the confusion and stress this may have caused you. I called you earlier to relay the information on the person you will need to contact at ProHealth. I also sent you and email. My information is on the email, so if you have any questions feel free to email or call me. Thank you.

*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. ↩