Complaints

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• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I paid Wright Parkway Dental $4,048.00 for a mouth guard. Everything has been hell with them since then. Issue #1: The practice manager, Brain *****, is very unprofessional and doesn't know how to handle patients. He let's his ego get him. I was told my Dr. *****, I would get straps for a year at no cost. I have it writing. Now, they want to pay $3 per strap. They lie and are very unethical. That what they say with a grain on salt and document everything. I have been emailing them since early June 2024. I said they only received the last email, that is, because they deleted the emails. All the emails came back as read, and they failed to respond. The person at the front desk is also very rude. They also filled out the claims form wrong and failed to provide the necessary information to insurance when they contacted them. By federal law, a provider is required to provide the necessary information to insurance if they ask for it. I advocated for myself at the insurance and got reimbursed the money. I have all the emails from the so-called practice manager, Brain *****, with all his unprofessional behavior and how he treats people.

  Business Response

  Date: 08/29/2024

  Ms. Kimberly ****** received an oral appliance to help treat and support 2 medical conditions; the protocol for initial treatment is 6 months long (see attached doc) to determine maximum medical effectiveness, with follow ups to assess any side-effects, feed-back, and a follow-up objective test that determines efficacy in treating the medical condition. The attached document was signed because of this particular situation with her moving. The Dentist and Ms ****** were in agreement, however, Ms ****** told the Dentist she was more than likely going to return in the next 4-5 months or so. (NOTE: She is to wear the oral appliance every night, so actual treatment time is indefinite for her two medical issues) The patient accepted treatment and signed an informed consent February 7, 2024, stating she agreed to this protocol. However, she was going to be moving to south Florida, sometime in March 2024, and alluded to it being in the latter part of the month. And, at this time, she told the Doctor she would be returning periodically, over the years' time. Doctor told her (written in clinical notes) that the sets of straps (in a subsequent email she stated she was switching the initial straps about every 2 weeks) would be dispensed to her, for the time frame (Feb 28/2024-Feb 28/2025). March 5, 2024, the week she left for south Florida, the Dentist spent 1.5 hours with the patient ONE ON ONE. At that time, she was given 10 sets of straps. Then, our notes indicate she was mailed 10 sets, April 8, 2024. She stated she did not receive these, and because we did not send this certified mail, we have no way to track or prove she did or did not receive them. Therefore, August 13th she was sent, via USPS, 16 sets of straps. If she is changing the straps about every 2 weeks, as she stated in an email, she has been given 36 sets of straps. She has not returned to our practice since March, and in all the correspondence between her and our practice, has not indicated WHEN she will return, it is very difficult to assess the efficacy of the oral appliance therapy that is treating her two medical conditions. To our knowledge, she is wearing the medical prescribed device as instructed by the Dentist. There was some confusion as to the length of time our office would provide straps because our office protocol for this type of appliance changed AFTER she began her treatment. She is grandfathered into the protocol started in February 2024. We do apologize for the confusion, and the Dentist referred back to the clinical notes in March to confirm the patient WAS CORRECT in the understanding she had regarding the availability of the appliance straps. As stated in the initial informed consent, once a 12-month period has passed, she is asked to return to re-assess the appliance and her status; at that time, she will be required to purchase SETS OF STRAPS at $3.00/set (or the going cost at that time). She will not be mailed anymore after the initial 12 months because the Dentist, per her professional opinion and protocol requires to see the patient physically, in the office setting. In March, Ms ****** said to the Dentist she understood this fact. Therefore, there is no funds to return nor to dispute, as she electively has not returned for follow ups (as to this date), currently wears the appliance, has been dispensed ample sets of appliance straps (even if she didn't receive the middle 10 sets) for changing them approximately every 2 weeks. Of note, Ms ****** told the Dentist she was planning to buy them on-line. She can purchase from our office, only after the Dentist sees her in the office, at Wright Parkway Dental Center.  Respectfully, Dr Susan M ***** (Dentist).