ComplaintsforContemporary Orthodontics, P.A.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started my Orthondotic Treatment on September 16, 2020 for a length of 18 months.Value: for *** ***** Status: paid in full by January 2023.Nevetheless, the treatment is incomplete. Note: I had no improvement of my original teeth condition and I requested an alternative treatment and the doctor denied the same, then I requested a refund that was also denied and she decided to cancel any further visits and the contracted services/equipment has not been delivered to me in full. I also requested my medical records and she denied to release them as well.I filed a formal complain in April, 2023 and a second one in June 2023 and I am still waiting for her formal response.Additionally, she cancelled my sons treatments and denied: further visits, releasing medical records and the reinbursement of their tratments almost paid in full as well.My older son's name is: ******************************* and the total cost of his treatment was *** *****, from which we had paid *** **** so far, switching providers will require at least a new ********** of almost the same value we paid so far, since new set of aligners will be required.My youngest son's name is: *********************************** and the total cost of his treatment was *** *****, from which we had paid *** ***** o far, switching providers will require at least a new ********** of *** 4,200.We appreciate any support.

  Business response

  06/29/2023

  Hello,

  Could you please provide me with a copy of the signed HIPAA release form for all three patients?

  Thank you,

  ************************************

  Customer response

  07/06/2023

  ***The BBB Has Received The Hippa Release Form Consumer***
  

  ***See Attachment As Requested Form Business***

  Business response

  07/12/2023

  I am writing in response to the complaint filed by IB against my company. We appreciate the BBB's commitment to ensuring fair business practices and would like to provide a response addressing the concerns raised by the customer. However, I do not feel this public forum is an appropriate venue to address such concerns.
  
  At the initial consultation, I discussed different treatment options with patient IB to address her dental problem, as well as different appliances that could be used.  The patient chose Invisalign. Subsequently, she was provided with a detailed Informed Consent Form prior to beginning orthodontic treatment, as well as verbal and written instructions. This form also detailed what was expected of her in undergoing orthodontics.
  
  Inherent in any doctor/patient ******** for services is an obligation of the patient to be compliant.
  Patient IB was not compliant -- it was readily apparent that she was not wearing her appliances as directed.  After several attempts at trying to encourage her to improve her aligner wear, and making additional aligners at no extra cost to her in an effort to get her back on track, there was no positive change in her compliance. In light of this, I offered to convert the case to conventional braces, again at no additional charge to her, which the patient declined. Her perfect right.  
  
  After almost 2 years of treatment and considerable time and expense on my offices part, the patient had made little to no progress in her treatment.  When I told the patient that I would not be able to help her with her problem without her cooperation, she became disenchanted and demanded a refund. Although I felt I had gone above and beyond in trying to accommodate her and had provided the services I was ********ed to, in a showing of good faith, I made an offer to Patient IB which she declined. She then resorted to blaming me for her not having made progress in her treatment, attacking my professional abilities, integrity, professionalism, and threatened me with litigation, reporting me to the Better Business Bureau, ********** of ******* and other organizations.  Additionally, she took to social media, under a fake profile, to spread lies about our services and to disparage me (see attached.)
  
  As for the children, VN and GN, we again provided appropriate care and life altering treatment, correcting problems that would have posed significant issues in the future, if left untreated.  The patient acknowledged she was happy with her childrens treatment, as she could see the improvements, unlike in her own case. She wanted me to continue to treat them, but give her a refund.
  
  Given the breakdown in the doctor/patient ************ with the mother, I felt I could not continue to be involved with her, and as an unfortunate consequence, her children. My perfect right.
  
  Finally, I would like to add that the records for all three patients were sent to her the same day she requested them, as we can do so easily, electronically. And that there is a significant balance in the childrens accounts owed to us for services already provided.
  
  For the reasons stated above, I respectfully decline to make any refund or reimbursement to Patient IB, or on behalf of her children.
  
  I strive to provide the highest quality of care to my patients, in a professional, courteous and friendly setting. Unfortunately, its not always possible to please everyone, despite our best efforts. Regrettably, that was the case in this situation.

  Sincerely,

  *************************

  
  

  Customer response

  07/16/2023

   
  Complaint: 20217115
  
  I am rejecting this response because:
  

  I visited Dr ****** office to request an evaluation,including possible treatments for my condition. She only offered **********,and I agreed. Next, I signed a financial contract that listed some details and deliverables.The same occurred with my 2 sons, she proposed 2 different treatments and I agreed and signed a Financial Contract plus provided the correspondent Down Payments.
  
  
  During the course of the treatment, we were affected by the ***** 19 pandemic and Dr. ***** suspended for a few months in person visits.In addition, some of the aligners she provided me produced my teeth to clash (upper and lower sections) and almost broke 2 of my front teeth. She also added a white paste at the edges of the lower portion of my teeth to avoid the clashing,but it did not help much, and I kept reporting the same problem more than once and an increased discomfort and pain in my temporomandibular joints. I was unsure the reasons why she provided me with more aligners, since the number of sets is not specified anywhere, but I must admit I got a little discouraged by those events and I got behind exchanging some of the aligners and Dr. ***** and I talked about this problem.
  
  I was dissatisfied with the treatment that Dr. ***** was performing, as it was not resolving my condition. I asked her politely for an alternative treatment,but she dismissed my concerns and told me that Invisalign was the only option available,plus slendering my lower teeth to create additional space. I rejected this option since I had no improvement so far, and I would not like to experience such an invasive option to find afterwards this was not enough either.
  Then, I decided to get a second opinion from two other orthodontists, and they both agreed Invisalign was not appropriate to treat my condition and I needed a different option with braces. After that,I talked to Dr. ***** once more and she stated she could treat me with braces but disagreed this could fix anything, then we discussed about a partial or total refund, since the treatment was paid in full, and she replied will evaluate how much and come back to me shortly.
  I also praised her work with my sons, but I stressed that I needed a solution for myself.
  Time passed by and after I called a few time her office one of her employees stated Dr. ***** could return only $500 which I disagreed with, since the total value of my treatment was $*****.00 and I needed to start all over with another provider for almost the same value, besides some of the deliverables included in our contract, such as: 1 x Upper and 1 x Lower Retainers, Lower bonded wire, whitening pen and 1 year follow up visit were never fulfilled/delivered.
  After that, in April I sent Dr.***** a formal letter demanding a full refund. I also asked for a call back to discuss this case and her staff promised me by the end of the day, but that never happened, until the beginning of June, when she finally called an offered a refund of approximately $ ***** and continuation of services for my sons waving the remaining treatment balances, which I considered acceptable.
  To my surprise, when I visited her office on June 7th to pick up the check and formalize this agreement, I was met by one of her employees, who showed me the check (was never handed to me)and two letters dated June 7th, 2023, stating that Dr. ***** would not continue the treatments of my sons after July 7th, 2023.
  
  Since this was not what was discussed previously over the phone, I demanded to speak with her. She received me in an isolated office and one of her employees stayed as well with us and may serve as a witness.
  Dr. ***** said she did not want to continue treating my sons, because she did not feel comfortable. She also declared she would not reimburse us any money. Furthermore, she mentioned that she talked to her lawyer, and she was protected and had no professional responsibility to us regardless of the financial contract or funding for new treatments for my sons and myself, because it was not her problem. I replied I would not accept this response, which was very unprofessional, especially after all the considerations I had, and I stated as she suggested I would seek further professional and legal advice.
  I also sent her another letter in June to request once more the refund and cc the ********** of ****** and the BBB and never received a response on her behalf. Moreover, even though she handed a letter stating she would no longer see my sons a month from June 7th,2023, she cancelled a follow up appointment my youngest son had on June 21st and cancelled the monitoring service device my older son had to evaluate his progress as well before the due date stated in her letter.
  After all those events I posted a comment in Dr. ****** Instagram account, that I used to follow, from my husbands personal Account (not a fake one and she suggested), because we would not like anyone else to suffer what we had suffered, we made an accurate comment based on our personal experience, because we do value reviews and consider them a deceived factor sometimes. Unfortunately, she deleted it from her account,manipulating the information posted.
  Indeed, we were happy with the results presented so far by my 2 sons. Nevertheless, in both cases we paid for the treatments almost in full, despite the fact that they were far for completion. If she decided to cancel for convenience further professional services, she needed to adjust the values accordingly and provide us a refund for the excess amount we paid. It is unacceptable to take advantage of patients and leave them unassisted.
  
  Moreover, she denied giving me the copy of all the files and/or balance during my visit on June 7th, 2023 and one of her employee may confirm this statement, since she was present during this discussion. I was promised they would send all the records to my home within 1 week and this never happened. I called after 2 weeks to request the same again and a few days later they sent me an email requesting me to complete a form in order to receive some of the files.
  Furthermore, I am very surprised she is stating we do have significant open balances, since both treatments were far from completion and paid almost in full, as I stated before.
  In conclusion, due to the sequence of events described that illustrated that Dr ****** failed to comply with the contract we had and breached of her professional duty of care I demand the reimbursement of the full amount paid for my treatment, equivalent to USD ***** and partial values to conclude with other providers my sons treatments.
  I appreciate the continuous support of the Better Business Bureau

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

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