Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was set to get a bridge replacement after a root canal made it so that it wouldn't fit anymore, and was told it would be 5% cheaper if I paid in cash. They first called my the morning of my appointment, 10/3, to ask if I would bring the money. I assured them I would and that I would be bringing cash. Upon waiting for the dentist at my appointment, they kept asking me for the full amount, $3,400. I told them I would pay half during the fitting, and the other half afterwards. They followed me into my appointment and practically took the $1500 cash from my pocket before I could even make it to the front desk again. They then told me that they had "looked into their books" and found more charges that were unpaid and had me pay about $400 in additional fees. On 10/8, I received a call that there was an issue with the molds and that they would need to redo them. I told them that I would rather just have my money back and would like to take my business elsewhere. They have not decided to give my money back at this time and I am out $1,500 plus the additional fees that they "found". I did not receive the bridge installation that I was initially paying for.

  Customer Answer

  Date: 10/22/2024

  see attachment

  Business Response

  Date: 12/19/2024

  Hi. I'm responding to the complaint from our patient. Mr. ******** called our office in January 2024 stating that he needed to schedule Root Canal Therapy on tooth #7 because he stated he wasn't able to get the treatment done at ************. Mr. ******** came in to our office in January 2024 to have Root Canal therapy on tooth #7. We completed the treatment through an existing bridge. After completing Root Canal Therapy, the existing tooth that was the anchor to the bridge was altered because of the treatment performed. Patient was aware that we were trying to save his existing bridge, but we couldn't. We went over the cost for a new bridge with patient and he signed a treatment estimate along with signing a Bridge/Crown Consent form. All information patient signed is attached for reference. We are a Fee for ************** and we require payment when treatment is started. Patient was aware, but asked if he could split his payments for the cost of the bridge up. We don't offer payment plans, but we did extend to Mr. ******** that we could take 1/2 for his portion at the start of treatment and 1/2 when Mr. ******** comes back to have the bridge seated since this treatment is usually performed in 2 visits. Patient came in to our office in September 2024 to have the new Bridge work started from tooth #'s 7-10. We prepped for the bridge and sent scans to a dental lab so they could mill the permanent bridge for the patient. We seated a temporary bridge and left the office after his first visit and everything was fine. He came back to have the permanent bridge seated on Oct. 3rd, 2024, at that time we asked for the patient to pay the remaining of his balance. He then proceeded to get upset and said he doesn't buy a new car without seeing it. We understood, so we brought the patient back to the operatory so he could see the bridge. He liked the aesthetics, so we then required patient to pay before Doctor. completed his treatment, which he did. We did not take any money out of his pocket and we would never do that. Unfortunately, the bridge didn't fit and couldn't be seated permanently. We re-scanned and sent another scan/impression to the lab. The lab then called our office a few days later wanting to a different type of scan/impression so they could make the correct adjustment. The patient returned to our office a few days later for the new scan. When he came back he apologized for being upset/rude and stating he's just had a lot going on. Patient returned on October 24th, 2024 to have his permanent bridge seated and treatment was successful. Patient left our office without any complaints. We apologized to the patient for him having to come back in a few more times than we had anticipated, but our Doctor is very meticulous and will not do anything that doesn't meet the standard of care. We needed to make sure the bridge fit perfectly. The patient has copies of all the paperwork he signed as well and he didn't pay more than what we estimated for his treatment.