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Complaint Details
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Initial Complaint
12/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of Service 4/17/2023 to 9/30/2023 Upper and lower dental partials.Total paid to dentist $3064 Problem: I went to Watts dental in good faith for dental services. They advised me that I need to have 6 extractions and then partials. My complaint is in regard to the partials. It took them three tries to get the partials right. However, on the third time it was still not right. So I called them to notify them of my issue. I explained that the partials are still not right and I cannot used them mainly the top. The lady that answered the phone **** assured me that they would reach back out to me with a resolution. I explained to her that after three tries I would appreciate a refund be it all or partial so that I can take my business elsewhere since it does not appear that they can get it right. She reassured that they would and that someone would be reaching out to me. Its been 2 months and I have not heard back from anyone. I am now stuck with a partial that I cannot use and its causing stress on the teeth on the other side of my mouth because I can only chew on one side.
Business response
12/22/2023
Upon reviewing the records in our system, it appears there may be some misunderstanding and confusion surrounding the timeline of events. To provide clarity, a digital scan was conducted on April 17, 2023; however, the delivery of the upper and lower partials was not done until May 19, 2023. Our notes from that date indicated your satisfaction with the provided service.
Subsequently, on June 14, 2023, you reported difficulties with eating, prompting an appointment on June 23. While standard practice involves adjustments to new partials, Dr. ***** in an effort to ensure your satisfaction, offered to remake the upper partial at no additional cost. The lower partial exhibited no issues. On July 24, we attempted to try in the upper partial, but further adjustments were required from the lab.
We reached out to inform you the upper partial was ready on August 10, yet regrettably, we did not receive a response from you. An appointment was scheduled for August 25, aligning with your work schedule to deliver the upper partial. However, on August 21, you contacted our office to cancel the August 25 appointment due to a being out of town for the following 2 weeks. We accommodated your request, rescheduling for September 11, 2023.
Before proceeding with the seating of the upper partial on September 11, you were presented with a consent form, a copy of which is attached to this response. The form explicitly outlined potential differences in feel and bite, normal settling over time, adjustments being needed and the three-year guarantee for defects, breakage, and unusual wear and tear. Your satisfaction with the treatment was affirmed by your signed consent.
A subsequent call on September 14 expressed dissatisfaction with the need for multiple appointments. It is standard practice to require adjustments following the delivery of a new partial, a point thoroughly discussed during your interactions with our provider. While I acknowledge our oversight in not promptly returning your call, I emphasize our willingness to address concerns and provide solutions.
I regret any inconvenience caused and acknowledge our human fallibility.
Regarding your request for a $3064 refund, I must note that the total treatment cost for both upper and lower partials was $1649, so Im unsure as to how your total of $3064 is reached, and to our knowledge, the lower partial presented no issues.Customer response
12/22/2023
Complaint: 21040882
I am rejecting this response because:First and foremost each time that I was in the office and offered the partial. I explained to the technician/hygenist that it did not feel right. The first time the partials were not even making contact. They put the film that you chew on and there is no way they could have said that it was making contact because I told them that it was not. The first time the lady said try it for a few days and let us know. The second time Dr. **** came in and said the same thing try it for a few days and let us know. The third time same thing. Each time I gave it a week before I called back.
The reason there was a longer gap the second time is because no one called me back. When I called back in after about three weeks Dr. **** apologized and assured me he would let the owner know of what happened. The third time I explained to the technician that it was still hurting he tried to explain that iy=t was because my jaw was not straight. I then explained to him that I came there with the same jaw from the get go and that the partials should have been made to fit. I explained to him before leaving that it was hurting and it was not right. Same advice give it a few days which I did.
To insinuate that part of the problem was due to my schedule is very insulting. It also shows the care of your facility.
I will agree that the bottom is fine and I stated that in my complaint. I do not wish to come back to the facility so my only recourse is a refund so that I can go elsewhere. I am not a dentist but I believe that the Dr. erred in removing too many teeth from the upper so there is nothing on the right side for the upper to anchor to and partials should have never been recommended.
So at this time I am still requesting a refund for the upper and I would like to take my business elsewhere as I am no longer comfortable going back to Watts Dental.
Sincerely,
*****************Business response
12/27/2023
While i understand your frustration, we are unable to process a refund for you. We are happy to continue seeing you for the partial to make sure you are happy. Services were rendered and therefore we are unable to process a refund.Initial Complaint
09/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
6/20/2022 Had a crown installed was billed $50 for a pulp cap as part of the work. The insurance has agreement with Watts Dental that states "procedure is a component of the completed procedure and may not be billed separately. Participating dentists have agreed to charge the patient only the amount indicated as Patient Pays". Watts Dental is a participating dentist in the Delta Dental plan. 07/11/2022 Spoke with Watts Dental about the charge and despite the agreement they said they could be me for it.07/11/2022 Filed a grievance with Delta Dental of Virginia. 08/18/2022 DDVA concluded (***************************** ****************************************************** that I do not owe the cost of the pulp cap ($50). 08/25/2022 Reached out to Watts office to request refund, they did not return my call 08/29/2022 Reached out to Watts office again to speak with billing manager and she did not return my call. I also cancelled my appointment that was schedule for 9/1/22 more than 48 hours before my scheduled appt per their policy to avoid cancellation charge. Email attached with confirmation Requesting a full refund of the $50.Business response
09/26/2022
To whom it may concern,
Patient was refunded his $50 9/12/2022 as a courtesy. The patient should have received money back in to his account already. At the time of his treatment plan, he was explained insurance did not cover his pulp cap and that we would be reducing his rate from $106 to $50. He was upset that his insurance did not cover pulp cap. After a review on claim, his insurance decided to include pulp cap as part of the build up procedure. This is not common with insurance and patient never gave us an opportunity to appeal. Regardless, we refunded patient and settled his account.
If you have any questions or concerns, feel free to call ** at ************ option 3 for our ************ location.
Sincerely,
****************
Customer response
09/26/2022
Complaint: 17903691
I am rejecting this response because:
The statement made be **************** is untrue and misleading. I was not informed that the pulp cap would not be covered in fact I had requested that watts submit a pre authorization to the insurance company which they did and it did not include a pulp cap. Documents are provided in claim. In addition, the insurance company intervened on my behalf not to cover the claim, but assist in recovering the charge due to contractual obligations. As far as not giving watts an opportunity to appeal, I documented several attempts to work with watts and they refused to return several phone calls. **************** Please get your facts straightSincerely,
***************************
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