ComplaintsforAffordable Dentures and Implants Panama City

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was advised by a dentist that I needed to have my upper teeth pulled and have a denture. I chose to go to Affordable Dentures started the process in Dothan Alabama. I made my appt went to it they tried desperately to convince me I didn't need to go to an oral surgeon to have my teeth removed I disagreed and made an appt. to have the extractions I went through that process and received my upper denture. It was an extremely difficult time Covid 19 was in full force and I was having major pain from the denture being ill fitting and the Dothan office was closed, I chose to ask Panama City Florida if they could do the transfer they agreed. I made the appt and told them what the issue was. At this point I could NOT eat anything but soup so I started to lose weight the dentist there told me they would give me a temp liner until my weight settled. I have lost over 39 pounds now and the dentures are bad. They could not fit any worse. I called today to see if there was anything that could be done I spoke with the office manager she told me it would cost $200 to have them lined with the permanent liner. This has been so upsetting I asked her could I please get some discount because they have never fit correctly she said no I was pleasant but told her I was going to call there corporate office she said go ahead I will just wait for you to call back.I can not find the corporate phone number or anyway to contact them. I just would love to eat a meal like a normal person. I told the office manager I would have no issue with paying for adjustments in the future however the denture has never fit properly. I asked her to just make it right please and going forward payment would not become any issue

  Business response

  03/17/2022

  Business Response /* (1000, 7, 2022/02/09) */ Our company policy regarding adjustments with a new appliance includes free adjustments for 100 days, beginning the day the appliance was delivered to the patient. This includes the agreement that we will address any concerns with the appliance that the patient may present for no charge within this time period. These issues typically can be resolved with an adjustment to the appliance or providing a reline. After the 100 day free adjustment period patients may still return for adjustments or relines for an aditional charge. Under certain circumstances, adjustments will be provided to the patient as a courtesy, mostly if it can be deemed a craftsmanship issue. We provide a 2 year craftsmanship warranty with the Premium dentures, which is what the patient, Ruth ****** purchased. This warranty covers any breaks and damages that are a direct result of how the appliance was fabricated. The craftsmanship warranty does not cover normal wear and tear, abuse, neglect, fit issues relating to changes in gum or bone structure, or the loss of an appliance. Therefore, the craftsmanship warranty would not cover the issue that the patient is expressing involving the fit of her appliance. In order to resolve the complications with the fit of the appliance it would require the patient to return for a reline. We are willing to provide the reline service to the patient but we will require full payment of $200, per policy. Annually our prices change and sometimes increase, this means we are honoring the price the patient was quoted for the reline with last years pricing. Consumer Response /* (3000, 9, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We started with the pandemic about the same time I had to start the denture process. This was having all my upper teeth removed and fitted for the appliance. So I began the process at the Dothan Alabama office but I could not get any appointments they closed their office due to the pandemic. Do I called the Panama City office and asked if I could switch to their office because I was in need of some fitting help with my appliance I was so sore and unable to eat. The Panama City office agreed to accept me. I was elated. They have been very helpful I have been to their office many many times but I have never had any comfort from the fit of my appliance. I know the time frame is not within their policy. I did see the dentist 2 times in Panama City he was very helpful at one of those times the other not really I could tell by his mannerisms he was done with me. I totally understand that you must have rules and policies that everyone is treated the same however there are always extenuating circumstances that come into play. I explained to the dentist and his staff about my constant discomfort and weight loss inexcess of 30 pounds while trying to adjust to the new appliance. He advised me to wait until my weight was more leveled out and come back and they would do whatever was necessary z to I fix my issue. He probably did not use those exact words but that was the long of the short of his comment to me. I did wait I called one more time and went in for an adjustment because My discomfort level was so bad I was talking to the dentist that day he looked at my mouth and appliance and told one of the staff to do a relineThe staff member did as she was instructed and when I spoke to her about the next time I came in for an adjustment she said oh no you WILL pay for any future visits. I have tried on so many different times to reason with them about the time frame and the issues surrounding it that I had never had a good fit. I was told that I probably should have gotten implants. Well I didn't and wasn't even Introduced to implants until I started to experience such difficulty with my appliance. I thought that I had a guarantee for a good fit so I never questioned any of the services. Now things have taken an ugly turn. I called and spoke to the office manager prior to filing this complaint and practicality begged to be seem she said no it would be at a cost of $200. I felt I had no alternative but to file this complaint. So here we are I'm miserable and the Panama City office is tiring a blind eye to me. All is ask us to please let me come in and be reassessed please. I truly need some help ! Business Response /* (4000, 11, 2022/02/23) */ As previously addressed in our last statement, we provided the patient with multiple free services in order to facilitate her situation. Each patient's concerns and individual circumstances are taken into consideration to offer the best possible treatment. These complimentary services were rendered to this patient in efforts to help her during her own extenuating circumstances. During the patient's last appointment Dr. Bowen discussed with her that once she is at a consistent weight for 3-4 months he would recommend a hard reline, as documented in the patient's chart. Per the previous response, the patient acknowledged that she was advised during the last appointment that we would charge for any future services provided. Presently, we have exausted all efforts available in order to satisfy the patient and have been unsuccessful. At this point, the patient has the option to return the appliance and complete our refund/dismissal form so that we may submit a refund request form. This would mean the patient would recieve a "full refund" of the amount are office received for the final appliance in exchange for the final appliance.

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