Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/01/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After advice from our pediatrician, we sought a frenectomy for our daughter. We saw Dr. ****** ****** at Ridgeview Pediatric Dentistry on 04/01/2024 for an evaluation, at which she identified our daughter's ********** and agreed to complete the ********** release on the same day. The procedure went well. The complaint I am filing refers to the lack of adequate follow-up care. Because my daughter had subsequent feeding issues, we sought care from lactation, ********************, and another pediatric dentist. We learned that the best practice for follow-up care is for parents to complete tongue stretches for the child every 4-6 hours for four weeks. We were never given these follow-up care instructions, and the ********** reattached. We are filing this complaint so that Dr. ****** consults best practices for follow-up steps that are pivotal for a baby learning to eat post-procedure. Four professionals - a lactation consultant, an occupational therapist, a speech therapist, and a pediatric dentist - confirmed that our daughter's tongue had reattached. Because of this, our daughter experienced an overactive nervous system (due to nerves related to the tongue attachment) and was never able to take a bottle because her tongue could not cup around the ******. We had months of therapy to prepare for and rehabilitate from a second frenectomy because Dr. ******** frenectomy follow-up care instructions were insufficient.We contacted the business regarding our concerns for the sake of other families. They sent us a letter stating that they stand by their level of care. Experts in the field disagree that their level of care is adequate for most of their frenectomy patients. Parents should at least be informed of aftercare protocols (follow-up visits to other medical providers and mouth stretches). The parents have the right to make a decision on implementing aftercare, but we did not have the benefit of making that decision because of Ridgeview's negligence.

  Business Response

  Date: 09/19/2024

  The provider listed in this complaint is no longer a provider in our office. We appreciate the feedback and have a policy to provide written and verbal pre and post operative instructions for patients receiving any surgical procedure. The payment for the procedure (paid in full by insurance) has been refunded to the insurance company which will allow the family to use the benefit in another office.

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Our family spent considerable time and money to rectify our daughters condition after we were not given written follow-up procedures. I hope this complaint ensures that other families will not have to go through the same. 
  
  Sincerely,
  
  ******* ******