ComplaintsforSmiles Dental PLLC

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the last few years I have been going to Smiles Dental. The first visit was okay. By the third appointment I was already questioning this office. This office has employees that insult the patients lives and makes them uncomfortable. Fast forward to March 2023, I went in for a cleaning and that is when we discovered a hole on my very last molar on the bottom right. I do not remember the next time I went in. I called Smiles Dental and mentioned I need a filling for my bottom right back tooth, they said okay, come in. That day I went in, the employees told me that they did not put me down for a filling and that x rays were going to be done only. That I would have to come back and thats when they said I had two cavities on teeth 29 and 30. I do not know which teeth those are and I specified multiple times which tooth was hurting. August 15th, 2023 I went back for the fillings. At this time, I was still under the impression that they were filling the correct teeth. By the time I left and my mouth was not numb, I noticed they ignored me and did not fill the hole and only filled two other teeth that were not hurting me. I called Smiles Dental back the next day and tried to talk it out and tell them, I was told that there is no hole and they were not filling teeth that is not medically necessary. The dentist ended up telling me to find a new dentist because I feel they do not listen. I am upset because I speak up and say what I need and I am still unheard. I am upset and in pain, now I have to find a new dentist and I am now at risk for losing this tooth due to lack of care of a Medical Professional.

  Business response

  10/21/2023

  ************************* has been our patient since 10/6/2021 and had multiple visits so far and we provided services to the patient as needed and we only submitted claims to the procedures that were performed on our patient, Please refer to the provided chart notes, route sheets, and general ledger for any clarification.
  During latest visit on 8/15/23, we did filling on teeth# **-OD,30-OM and we submitted claim# **********  for these 2 fillings ONLY.
  
  Patient called today complaining we don't listen to her, she has pain on last tooth, not the teeth we did the fillings on. Patient was advised that x-rays does not show cavity and that is why filling is not done on tooth#**. Patient complains too much and hang up phone abruptly on me. 
  
  We feel the patient does not have any merit in this grievance and we request you to not to entertain the grievance submitted by patient. 
  If you need any additional information, I can be reached by email at *********************************** or by phone at *************.
  =================

  Patient also filed grievance with the insurance companya nd we submitted required documentation to insurance.  
  After reviewing the documents, insurance sent the following information. 
  
  You are getting this letter because you filed a grievance with LIBERTY on September 20, 2023. In your
  grievance, you said that you went to H**3538333539323936H and you feel that the office should not have been paid for
  claim  since the office did not do the work on the tooth that is affecting you.
  On October 11, 2023, LIBERTYs ******* Staff Dentist, a licensed dentist reviewed your case
  and all the records we have received. The records show that you got a filling on teeth #s ** and 30. The
  diagnosis and treatment for these teeth were appropriate. It appears that the records show that you called to let
  the office know that your pain was coming from the last tooth. The x-rays show that the lower right showed
  that several teeth could have been the source of discomfort. With this, the Plan does not think that the claim
  should not be paid as the work was needed and completed. 

*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. ↩