ComplaintsforA.D.C Dental Care

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a claim for this clinic because what was established was not met, in terms of patient care and willingness to do their job, I was treated for dental prostheses in a timely manner and they did not comply. Not only that, but since they collected the money they no longer responded to my emails or calls. I made claims on my card but they were denied because the clinic gave false testimony about what happened. There was never a professional to assist me. I have been calling and complaining for more than 5 months, they have not contacted me since January, there are many details in my claim. I leave two photos more proof explaining the best I can. My complaint is because I don't have my teeth and they never gave them to me since I asked for a professional for my care. To make matters worse, my card continues to discount and threaten to report non-payment information and harm my credit. At first they wanted to charge me only for the laboratory, when they saw that the card gave them the claim in their favor they simply turned their back on me and did not return my money. The claim is 1300 dollars. I can give details of what happened or send the evidence, I would like to speak with a representative and explain the difficulty of my situation, I am paying for the teeth and they kept them, and they have not called me since January. Sorry for mi English , i use ****** translate.

  Business response

  06/25/2024

  Good Morning i have attached a letter with our response to resolve this matter. hope we can find the best resolution for us and patient.

  Thank you 

  Business response

  06/25/2024

  
  ID# *********
  
  Good Morning,
  This letter is in regard to complaint id# ******** with a dispute amount of $1300. Patient came in our office on 11-02-2023 inquiring of partial dentures and time frame, in fact he said he needed his dentures fast because he was leaving on a trip. We explained to him that we can scan and rush dentures and have it ready before his trip. He ran is care credit card for the amount of $1300, ( amount he already dispute and lost dispute because we provided all evidence to care credit proving we acted in good faith toward patient).  We delivered his dentures on 11-15-2023, patient left on his trip. He came in the office on 11-27-2023. 12 days after his delivery and after his trip for an adjustment, we adjusted his dentures and the next day he came back to the office saying his partial were still bothering, we told him that we will have a tech come at 1:30pm during her lunch break, explained to him this tech work in our office certain days and times because she work at another office. but that she will come in her lunch break to see him at 1:30pm , when tech arrived to our office he never showed up, we called multiple times and he never answered our phone call, he decided to show up in the office at 2:20pm when our tech had left the office. we explained to him that she came just for him and had go back to her office, her lunch break was over. We asked him what time he wanted to come back later that afternoon, called our tech and she offered to come back after her shift at whatever time he wanted, he refused we insisted and explained that dentures need several adjustment, that's just the way it is patients need to come back until they are comfortable enough, and were willing to help him and adjust his partials as many times at it was necessary, but as we work and accommodate him he also needs to work with us, he refused of everything we offered and eventually threw the dentures in our counter and walked out the office. We never kept his dentures, he left them here not wanting to come back and do anything else, after we did everything in our power to help and accommodate to his time.patient wants a refund because he used his dentures in the time he needed them and when we tried to adjust and fix any discomfort he did not want to work with us and just asked for a refund. Its unfair for us to rush a case , pay rush fees, pay techs to come on patient time, plus chair time etc. . We offered him to come back multiple times and he always refused, just stating that he wanted his money back and not his dentures. I hope this helps with this complaint, he as gone out of his way to get his money back, and we have gone out of our way to make him happy, we don't think is fair to refund a patient when we have tried everything in our power to help,make him comfortable and he has refused.
  PS, we were also informed by care credit that this is something this patient has done to prior dentist office,disputing amounts after work has been done, stating he was not happy with services. 

  Customer response

  07/02/2024

   
  Complaint: 21842391
  
  I am rejecting this response because:

  Payment in full has been provided to A.D.C Dental Care through CareCredit and to-date I have not received a follow-up call from them to resolve my denture adjustment.  In addition, I have provided proof of emails, where I willingly attempted to be seen by A.D. C. Dental Care and was ignored.  In their reply I am only seen as a patient which is disgruntle and uncooperative.  If we use commonsense, how could it be possible that since 1-9-24 this be the last contact I had from them, informing me that CareCredit has denied a refund vs. them contacting me to schedule an appointment for my denture adjustment and completion of services and utilizing CareCredit as reason for non-consideration of verbal agreement given to me by their employee.  In addition, I was given a verbal agreement that I would only have to pay for the laboratory fees, as I was dissatisfied with the back and forth since I returned from my trip, 11/27/23.  In conclusion, I want to be respected as a paying patient who was given false facts for completion of service, and therefore my refund excluding said laboratory fees.  At this time, I do not feel trusting of a dental practice that places monetary value over patient satisfaction first.  To-date my day to life is not adequate for monies being withdrawn monthly for dentures I do not have in my mouth.

  Sincerely,
  
  ***************************

  P.S.  Please know that A.D.C Dental Care has been provided with false information from CareCredit.  I have placed a formal complaint as patient information is to be held private from other entities.

  Business response

  07/08/2024

  Responding to patient rejection,

  We as a dental office professionals have tried in every way for Mr. **** to get his dentures, He came in and complaint about dentures being uncomfortable, which we explained to him that this is normal dentures are a process and that he might need several adjustments made to them. his only response was and has always been that he wanted his money back, and did not want his dentures. Made a scene in the office threw his dentures at the counter and made patients and other staff in the room very uncomfortable. We did stop contact with him in January because every effort of writing to him and explaining to him what the situation was, his response was i want my money back. we explained to him that we both had to wait for care credit resolution to his dispute that it was out of our hands at that point, he made that dispute not us, care credit made there decision and he was upset. We told him he can come back and get his dentures and we will make adjustment to make comfortable , but there was no luck, his response was always i want my money. Sr he does not have his dentures because he does not wish too. We as an office did our job, fabricated his dentures and is not fair to us either that he does not want to come back and just get his money back.  

  Customer response

  07/15/2024

   
  Complaint: 21842391
  
  I am rejecting this response because:

  I, as the patient, followed through as advised three times in one day, 11-28-23, to begin the adjustment process and was once again lied to, as the specialist to begin this process was not in the office.  Apparently, this specialist was coming on his-her lunch break.  I was present and he-she was not.  I fourth time would of been for me to reappear at same office but at 6 pm.  False claims were made stating I did not return calls advising of a changed time by same.  Frustration has been the only outcome of entrusting my dental needs with ADC Dental Care.  I have provided written proof of all my attempts before expressing that I wanted a refund minus the laboratory fees.  This was understood by your staff from the beginning.  No communication was received by you for me to pickup these unfunctional dentures to-date.

  In conclusion, if I had not made a concern to the BBB, I would of not heard back from ADC Dental Care.  I was indeed the only one since 11-28-23 and to-date that has made attempts to resolve such.  I repeat, verbal agreement on 11-28-23 was to discount laboratory fees from total charge of $1,300, crediting the remaining balance to Care Credit.  I further want it to be known that I have never been provided with the name of the individual at ADC Dental Care that has decided over my unsatisfactory claim, making this a huge back and forth without common sense, nor having factual proof of its said efforts to resolve my dental adjustments, but only looking as if patient satisfaction is not a goal at this office.  Placing my dental care back to a dental office that did not place my needs first, is not a trust I can simply make myself to have.  

  I want to thank the BBB for their attempts to assist in communicating with ADC Dental Care because this dental practice clearly does not have in their practice goals initiative to successfully provide patient care first at all times.
  
  Sincerely,
  
  ***************************

  Customer response

  07/16/2024

  Complaint: 21842391 
  Please, one last effort and send this answer to see what Adc Dental responds.
  I am rejecting this response because:
  I, as the patient, followed through as advised three times in one day, 11-28-23, to begin the adjustment process and was once again lied to, as the specialist to begin this process was not in the office.  Apparently, this specialist was coming on his-her lunch break.  I was present and he-she was not.  I fourth time would of been for me to reappear at same office but at 6 pm.  False claims were made stating I did not return calls advising of a changed time by same.  Frustration has been the only outcome of entrusting my dental needs with ADC Dental Care.  I have provided written proof of all my attempts before expressing that I wanted a refund minus the laboratory fees.  This was understood by your staff from the beginning.  No communication was received by you for me to pickup these unfunctional dentures to-date.
  In conclusion, if I had not made a concern to the BBB, I would of not heard back from ADC Dental Care.  I was indeed the only one since 11-28-23 and to-date that has made attempts to resolve such.  I repeat, verbal agreement on 11-28-23 was to discount laboratory fees from total charge of $1,300, crediting the remaining balance to Care Credit.  I further want it to be known that I have never been provided with the name of the individual at ADC Dental Care that has decided over my unsatisfactory claim, making this a huge back and forth without common sense, nor having factual proof of its said efforts to resolve my dental adjustments, but only looking as if patient satisfaction is not a goal at this office.  Placing my dental care back to a dental office that did not place my needs first, is not a trust I can simply make myself to have.  
  I want to thank the BBB for their attempts to assist in communicating with ADC Dental Care because this dental practice clearly does not have in their practice goals initiative to successfully provide patient care first at all times.
  
  Sincerely,
  
  ***************************

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