ComplaintsforSmile Design Dentistry

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid in full for an upper denture and lower partial. They were unable to make the denture and the partial fit after several attempts to correct the problems. On February 1, 2023, I asked for a full refund and the dentist agreed to refund me my money after turning in the denture and partial. Then I was advised by the lady at the front desk that I would not get a full refund I would not get the $900 paid for lab fees. I said I don't understand why I have to pay for a service that didn't provide anything to me. She said that the dentist paid for the lab fees. I don't think it's fair to have to pay for a service not provided. I dont know who didnt get the proper fit, the dentist or the lab, but I would like to have all of the lab fees refunded - $900.00. I will be 89 years old this year and still dont have any teeth and out of $900.00 plus co-pays for office visits. I had to cancel trips to family because of the delays. Ive been trying to get the denture and partial since August 16, 2022. I was very understanding with cancelled appointments and procedures and items not provided when promised. I was told they were short staffed. However, I paid my portion of the bills on time. Please help me get my $900.00 back.

  Business response

  02/27/2023

  When recently in the office, the patient expressed she did not want her new denture/partial that she had worn for about 6-7 weeks. The patient and her daughter were informed they would be responsible for the lab bill due to wearing the denture/partial, that we incurred a cost with for fabrication, as well as doctor ***** and aware we would not be able to offer a full refund.

  Thank you.

  Customer response

  02/28/2023

   
  Complaint: 19374821
  
  I am rejecting this response because:  At no time was I advised that because I had worn the dentures that I could not the lab fees back if the upper denture and partial did not fit.  However, I was informed that I could not get the lab fee back because they (Smile Dentistry) paid th lab fees.  I (my daughter) explained to the young lady at the front desk, the same statement I made in my original complaint, I don't understand why I can't get the lab fee back if the denture and partial doesn't fit.  I advised the office that the dentures did not fit and I couldn't chew with them when I returned by my next visit after getting the dentures and I was advised that I need to wear them with the partial for them to properly fit.  And when I received the partial, I advised them that the partial did not fit and they said to keep the upper dentures until they send the lower partial back for a re-fitting.  When I returned on 2/1/2023 and tried on the lower partials I advised them that that lower parital and uppper denture still did not fit and I wanted to refund.  The dentist spoke with us and said that I could get a refund, but had to turn in the upper denture and lower partial first.  At that time I thought that I was going to get a full refund (including the $900 lab fee); but was told at the front desk that the lab fee would not re refundable.  It is not my fault that I kept the upper denture, I wanted to return it when it didn't fit, but was advised by Smile Dentistry that I needed the lower partial for the upper denture to fit properly - which it never did.  I am still requesting the $900 refunded by the dentist or the lab.  Thank you.
  
  Sincerely,
  
  *************************

  Business response

  03/13/2023

  The signed consent in your file dated 2/1/2023 reflects that you were satisfied with the results and we will not be offering an additional refund at this time.

  Thank you.

  Customer response

  03/13/2023

   
  Complaint: 19374821
  
  I am rejecting this response because:  I did not sign any papers stating that I was satisfied with the dentures and partials and was okay with not accepting the $900 refund for the lab fees when I returned the upper dentures and lower partial.  I adamantly expressed that I wanted the $900 lab fees refunded.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid bill in full in August 2022. Bill was $1100 after Aetna insurance paid for 2 crowns . I refused the second crown since Dr Julia G***** was so rough. I paid more than I should have. It was $550 for one crown. She is sending bills every week or 2 for work that was never done. I.E. gingivectomy, etc. I’m getting bills for $193.10 for work not done!!

  Business response

  01/30/2023

  We received your complaint, however we show you paid your balance of $193.10 on 1/30/2023.  Please let us know if there's any further action on this complaint.

  Thank you.

  Customer response

  02/06/2023

  
  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.
  
  Sincerely,
  
  Theresa D********

• Initial Complaint

  01/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2 weeks ago I went in for the new patient special in west *******. I called ahead of time and asked if it included a cleaning and I was very specifically told yes.I arrive to my appointment, and I never received a cleaning. But **************** had no problem misdiagnosing me with periodontitis. I had to ask for my X-rays twice to get them emailed to me. I sent them to my dentist back in ******** who in fact confirmed I do not have periodontitis. **************** told me I had moderate to SEVERE periodontitis without showing me the bone loss on my X-rays. He scared me to my core and backed me into a corner. **** dentist is unethical and is committing malpractice. When he probed my gums it physically hurt me which has never happened to me during that exam. I had this same exam done 6 months ago and none of this was brought up to me by my previous dentist. *************** also never wrote the formal diagnosis in the chart, and wrote a referral to periodontics, but still scheduled me for a scaling and rooting procedure even though I never saw a periodontics dr. **** ****** also took a salvia sample for bacteria which I never received the results for, but I paid for. I would love a refund and for this ****** to not be committing malpractice and scaring their patients into unnecessary procedures.

  Business response

  01/30/2023

  Good evening,

  This complaint was received under our business in error.  We are a dental office in *******.  Please update BBB with this information so they can route your complaint accordingly.

  Thank you.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 3 appointments cancelled in the last 10 months and had to wait a hour and a half outside for one appointment. I told them mutiple times that I don't use Humana any more and I have a new insurance and they kept trying to bill Humana. My new insurance is better but they didn't want to use them. They also kept trying to force add ons and my bill went higher after they started the cleaning. My cleanings used to be free and fast with my insurance and they keep charging me more money every time I go.

  Business response

  02/18/2022

  Business Response /* (1000, 10, 2022/02/01) */ The patient's new insurance was filed and we received payment in December, which resulted in a balance to the patient per the insurance, due to a deductible on preventative services. ' Statements go out the first week of each month, and since the balance resulted from a December insurance check posting, a statement was accurately generated in January, as checks were posted after the December statements went out. In regards to the "add-ons", we always offer fluoride to all patients at their cleaning appointments as a standard practice. It's ultimately up to them to accept or decline. Please let us know if you have any additional concerns. Thank you.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 2nd 2019 at Haile Endontics in Gainesville, Florida I spent $690 for a root canal. On July 15th 2019 at 1:30 p.m. I had a root canal procedure at Haile Endodontics. On August 6th 2019 I had a permanent dental crown placement at Smile Design in Gainesville Florida. The total cost of this crown replacement was quoted at $900, which I paid the same day. On October 18th 2019 I had a regular dental cleaning at Smile Design in Gainesville Florida. After my regular dental cleaning, I was checking out at the front desk and Karen, the new office manager, mentioned that I had a $200 balance on my account. I expressed surprise and ask her for the details of this charge. She explained that it was due from my dental crown permanent placement earlier this year. She also expressed confusion and told me "not to worry about it", because it was an error made by the previous office manager, Jennifer, who was no longer employed at Smile Design. Karen also made a comment that she was cleaning up the records after Jennifer's dismissal. Karen mentioned that I will probably receive a bill for the $200, but that I can disregard it.I did receive a bill for $200, and on November 4th I spoke with Karen who told me she would research with her insurance team and follow up with me the following Monday. That Monday came and went, and I did not receive a phone call from Karen. Therefore, on November 22nd I called Smile Design and asked to speak with Karen about the charge. I was only able to leave a voicemail asking for a call back from the office manager on November 22nd, which I did not receive. On January 10th 2020 I called and left a voicemail for Karen saying that I was greatly concerned that my $200 bill was now increased to $300 considering an over 90-day late fee. I did not receive a phone call after the January 10th call. On January 15th, my partner **** ******* called on my behalf, asking to speak to the office manager, showing great concern for the lack of communication. After explaining the situation to the associate, the associate said she would need to relay the message to Karen who was not currently available. **** acquiesced and asked if she could follow up by documenting their conversation and emailing me the summary of the conversation while we awaited a return call from Karen, the office manager. The associates then placed Karen on the phone to speak with **** who expressed concern for the situation. Karen's response was that **** did not have the authority to have access to the sensitive client files and that she would need to speak with me directly. **** agreed and said that this is exactly what needed to happen, because so far, I have not been able to speak with Karen. He also clarified saying he just wanted documentation that this conversation took place because as far as we were concerned, there has been no action on Smile Design's part to resolve this issue. Karen then proceeded to abruptly end the conversation, whereby he mentioned that he would be contacting a lawyer. Product_Or_Service: Incorrect billing balance

  Business response

  04/01/2022

  Business Response /* (1000, 11, 2022/03/02) */ Notification of the resolution to this complaint was previously sent to the BBB via email on 1/24/2022, that included a refund amount due to the patient. See notes below. After the account was audited against the patient's insurance plan, a $200 adj was completed resulting in a $200 credit. The office attempted to contact the patient on 1/26, 2/3 and 2/7 to obtain credit card information to issue the refund, as this is not kept on file. Each time, they had to leave a voicemail. The patient can contact the office and ask for the Office Manager, to provide your credit card information so we can issue your refund promptly. Thank you. Consumer Response /* (3000, 14, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) A partial refund of $200 was refunded to my credit card. When asked about a refund for the additional $100 late fee I was assessed for these two false charges (which I paid), they denied this and said "we don't give late fees." In addition, no apology was given from the business for their neglect to correct a financial error and for their lack of customer service.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a denture made it took 6 weeks it came back and it didnot fit we tried reclining it still didnot fit dentist said to make a new one I went back after they took impressions and they ask me what I was there for I said you made another denture for me they told me basically I was confused cause they had no records finally they found out I was there they lost it made another it felt like the same on when they did the try on it had no teeth in it strange a way this went on for almost 4 months it came bask and it felt like the one they made before almost broke my tooth it doesnot fit I want my money back didnot return costing to much in gas and I have no more dental insurance would like a full refund place in ran unprofessionally actually one of the dentist assistance got into an argument with me because I thought it was her that made the impression that they lost and she slammed the door in the whole office shook and she argued with me very unprofessional I want the whole amount refunded and they could have there bad dentures back I don't even think they made a new one I think they tried to fix the one that was already made and didnot fit they took the impression of my old denture and they said it'll come out just like that and I didn't so thank you very much

  Business response

  02/04/2022

  Business Response /* (1000, 6, 2022/01/19) */ We apologize for the experience you had. After reviewing your complaint, we are refunding the amount you paid for the upper denture to your credit card. We will also notify your insurance company that we are refunding you. The Regional Manager will contact you for your credit card information as we do not keep it on file. Our goal is to process the refund by this Friday once we have your credit card information. If you have additional questions or concerns, please let us know. Thank you.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/08/2021 Smile Design Dentistry, Port Charlotte, FLA, did a cleaning of my lower teeth. The upper teeth were not cleaned because we discussed a plan to remove my upper teeth and replace them with a denture. This was a expensive procedure which Smile Design Dentistry advised me to finance through Care Credit. I was asked to give a $1400.00 deposit for the procedure. I gave them two money orders totaling $1400.00 on 11/08/2021. Care Credit turned down my application. I advised Smile Design Dentistry I could not afford the procedure and requested my $1400.00 deposit returned. I was told I would receive the money within 30 days. It has been well over 30 days and they refuse to return my payment indicating it was sent to their Corporate Office. They refuse to provide the phone number or email for their corporate office or any commitment to return my deposit.

  Business response

  01/26/2022

  Business Response /* (1000, 6, 2022/01/04) */ We have received your complaint and are working to resolve the matter promptly. We will be in communication as soon as resolution has been made. Thank you.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made a new patient appointment with Smile Design Dentistry ****************** Lutz FL 33558 which is in my Medicare Advantage network. The initial "new patient" appointment involved xrays and pictures, and a few days later a treatment plan (which showed my out of pocket costs and insurance covered costs). After I received the treatment plan, appointments were made for a crown replacement (they said the crown was leaking), and two deep cleaning sessions (left, right). My first treatment was on 8/26/211 to replace the crown on tooth #13, and fit a temp crown. The permanent crown would take 3 weeks. My cost $424 insurance $1147. I had the deep cleanings on 9/7/21 and 9/14/21. My cost $290 + $261 insurance $280 + $280. I started getting notifications of "rejected claims" soon after, but couldn't understand what was rejected, but I knew something was not covered by insurance. It was only later when I got a bill from Smile Designs that I had an amount in 30 days past due... but this was my first bill. Alarm bells. The amount 30 days past due was $1147. Now I could see that the "insurance" column totals was a complete fabrication after the deep cleaning. I called and spoke to the billing person (Tasha) and she said she would look into it and get back to me. After a week of waiting, I called back... she had no explanation for the insurance coverage amounts in my treatment plan. Apparently Smile Designs fabricates the insurance will pay amounts, then attempts to perform all the treatments before the patient finds out there is no insurance coverage... and they will have to pay the total amount. I should have guessed that given the amount of signatures required for each treatment that something was amiss. I believe that since the Smile Design Dentistry plan contained fabricated "insurance payment amounts" that I should only have to pay the patient costs (which I already have). Just glad I quit this scam as soon as I was aware the bogus "insurance pays amounts".

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/11/17) */ Thank you for taking the time to tell us about your experience. We always strive to provide the best estimate of what your insurance will pay. We are looking into you complaint and will respond as soon as possible. Thank you. Consumer Response /* (3000, 7, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't see a response from the business. Business Response /* (4000, 9, 2021/11/26) */ The Office Manager attempted to contact the patient to notify him that his account was adjusted, and he does not owe a balance. Please contact the Office Manager to further discuss as needed. Thank you. Consumer Response /* (2000, 11, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Balance was adjusted fairly.

*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. ↩