ComplaintsforSerenity Dental

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Based on a treatment plan for dental services I signed on November 30, 2022, I was to be charged $1902.00 for services rendered - I returned for followup dental work on December 12, 2022 at which time I was informed I owed $1070 - I paid this under protest as I really needed the dental work completed. I am seeking a refund of the difference I paid versus what I was quoted - totaling $1260.00

  Business response

  04/12/2023

  Patient came into the office on 4/11/2023 regarding a past due balance of $190.00 that was mailed to her. She was upset that she had to pay the balance. We explained to her that her balance is coming from insurance and that insurance did not pay their full portion on two claims. We have a signed treatment plan by her that reflects her portion of payment and insurances portion of payment. In this regard, insurance did not pay their full amount on their estimated portion that was proposed on the treatment plan. The treatment plan that ***** has signed states that the insurance company does not guarantee payment until claims are received and continues to state that the patient is responsible for any unpaid insurance balances. Please read the fine print on the bottom of her signed treatment plan. She is in fact responsible for the past due balance in which she has already paid.

  Customer response

  04/12/2023

   
  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 as I have no choice but to accept their overpriced and inflated prices for services rendered.  You have permanently lost this customer.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In Dec 2021 my mother visited Serenity dental office in Lutz and discussed dentures with Dr. N. P. My mother has almost 20 years old denture, the top fits perfectly nice and tight, the bottom due to bone loss its loose. The doctor explained he can make dentures that will fit a lot better than her old one but that she will need to put dental adhesive to keep the bottom one in place. On Jan 3rd, 2022 we signed a contract and I paid $1998. The doctor took the mold and asked my mother for her dentures to be sent to the lab. Initial dentures were made with wax, and in the first trial it was obvious the upper denture it did not fit and was falling down. The doctor always kept pressing hard to keep it in place but it was falling down. He would trim bottom side, whatever but eventually even the so called final one was falling down as soon as the doctor would remove his finger. The meeting prior to the last one the technician had to be called and by visually inspecting the old and new upper dentures they decided to sort of carve out the inside of the upper denture. When we went back again as soon as the doctor removed his fingers the dentures would fall. He left and never came back and we were told he is on the phone with the technician and they will call us. After few days, I called the office. The doctor called me and offered to take my moms old dentures and remove the worn out teeth and put new teeth on it. We explained to doctor her old dentures are twenty years old and thin and its risky to take her old one and putting teeth on it since it would b e risky and paying almost $2000 for something that could break is not an option. My mom said if he cant make dentures he promised he needs to refund the money. He said he will talk to lab and let us know.After few phone calls the manager called and told us they will refund $1398 and keep $600 for the technician and the doctor. The doctor wasted 3 months of my mom's time, gave false promise to 92 year old women

  Business response

  05/04/2022

  Business Response /* (1000, 9, 2022/04/18) */ This response was taken verbally by the BBB: At this time we have provided the refund to the consumer. The $600.00 that is fee paid to the lab.

*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. ↩