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Initial Complaint
07/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Date of transaction was 08/05/2023 At first appointment, they promised to put implant post, so the dentures snap in avoiding the problems of them flopping. I am choosing the expensive plan. They did surgery and put post. Took impressions for top and bottom dentures.Next appointment gave me a top temp plate that was to snap in and not come out without you yourself snap out. Had to go back several times for adjustments, one side would ever snap in. Causing me to gag and choke Very ugly situation and embarrassing especially eating out. As I would eat food would get under plate.They took another impression, the Dr and dental assistant was yelling and screaming at each other, and the dentist fired the assistant that did the impressions.Next appointment I was to get my permanent/temp upper denture plate. waiting a month. All to find out they never made them, the assistant that got fired threw them away. So, no top plate and another appointment was made for weeks later.When I got perm plate the teeth were tiny and mousy looking didn't fit well. the bottom partial' the dental assistant forced into my mouth cutting my gums. Didn't fit. was told i had a growth on the bottom of my mouth that needed removed, i paid ****** for surgery that left my mouth a mess, I have ****** size skin flopping around form a botched surgery. still no bottom partial.All with seeing several dentists as had temp dentist. Who knew nothing about what was happening. The dentist who did the surgery's quit. For months appointments being cancelled or changed. Several assist being fired leaving only the office manager.we just stopped going we have delt with this for 11 months no results and no dentures,Now I'm stuck with 3 posts in my mouth and no dentures. The post is sharp and cut my gums.What can be done? I'm 86 yrs. old, a disabled vet. No dental thru VA as not 100% disabled.They take advantage of elderly. I paid ******* for a mouth of nothing but three post and alt of pain. PLEASE HELP.
Business response
07/29/2024
The patient had several no show appointments over the course of treatment, the patient was on the schedule for a remake of his lower denture and no showed that appointment as well. The patient was refunded for the denture that was returned, but we cannot resolve an issue if the patient does not show up.
Customer response
08/14/2024
I agree we missed one appointment. The others they changed due to no doctor available (uploaded date of appointment changes, same day of appointment changed, no notice).
We agree that they refunded partial. We want the rest of the $3000, so we can get dentures.
The appointment for remake of bottom dentures was after we went into the office and cancelled at the same time of refund.
All of this response is only directed appointments but not what about the horrible treatment as listed in report.
Business response
08/14/2024
The patient will have no other refunds because he has implant posts that cannot be returned per our signed agreement that I sent in previous communications. The situation could have been resolved, but the patient did not want the denture remade and refit so he returned the appliance and got a refund for the returned item. There will be absolutely no more refunds, because the patient has items now that cannot be returned. I mentioned that in previous communications as well. The agreement was signed by the patient, and as for the rescheduled appointments, that holds no merit, because the way our system works if the patient reschedules an appointment they get an email stating that the appointment has been changed. If we reschedule a no show appointment, they also still get the same email communication stating the appointment update and the time and date of the change. No where on the email communication does it say that due to a doctor not being in office the appointment was changed, it just states the appointment was changed, but on our end you can see the reason clearly states NOSH which means no show, no call no communication.
Customer response
08/15/2024
Complaint: 22056990

I have reviewed the business' response and am rejecting it because:it's not all about the no show or changed appointment it's all about the quality of service and products. THE **** ...I now have these post that have never snapped into the plate that was returned.The quality of care and the length of care.Nine months of dealing with pain ,embarasment,humiliated by teeth consistanly falling out of mouth.overall poor quality. We paid for extra surgery to correct problem as you said it would and they never fit.I asked to have them remade and was told we would have to buy another set. How much of humiliation, mistreatment(,pain and suffering ) does a person have to endure?? The length of treatment was much longer than promised.The quality completely unacceptable.

Sincerely,

******/*********************
Business response
08/15/2024
The fact remains that the patient never came to the resolution appointment, if they will not give the doctor a chance to resolve the final issue, the only other option is to refund the returned items, which we did. The other option to fix the lower partial was dismissed by the patient.
Customer response
08/16/2024
Complaint: 22056990

I have reviewed the business' response and am rejecting it because:Fact is 9 months,that's giving the ** plenty of chances. When lower plate was fitted the assistant jamed it into ****'s mouth,cutting his mouth.Yes and why would a person want to keep subjecting themselves to being put off,hurt,no moving forward.The teeth was never what we was told as per contract.They NEVER fit.We went back multiple times..Something needs to be done to solve this issue.Yes we returned the plate that never fit,never snapped in as we paid for.Never took procession of the bottoms.Im left with post in my mouth.The product we agreed to and paid for was never delivered. The dentist office needs to tell the truth. They had plenty of opportunities to make it right.Nine months ,that's plenty of chances.

Sincerely,

******/*********************
Initial Complaint
07/19/2024
Complaint Type:
Product Issues
Status:
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.
I have file an complaint that has been closed. However, I am seeking to get the total refund of $7000 for the removal of my husband teeth and denture replacements from the first operation. My husband name is ***************************.
Business response
07/19/2024
The patient returned an appliance and received a refund, the patient is requesting a refund for items that have not been and cannot be returned, the office has sufficiently reimbursed the patient for the items returned, I am sorry but there is no refund for implants that the patient had placed per our signed implant agreement.
Initial Complaint
06/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had gone to Affordable dentures and implants. I did not go back due the extreme amount of pain caused by the dentist and the dental assistant was extremely rude condescending.
Business response
06/26/2024
Maybe this patient has us confused with another practice, we have not seen him since 7/2023, but even then he got a premium denture, the patient got implants placed on 4/2023 I am not sure where the amount and pain are coming from.
Initial Complaint
05/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
May 2023 I went to have my dentures repaired as they had cracked from pressure from my bottom teeth being placed wrong & not aligning against the top teeth. After several appointments of impressions, try ins, & the office cancelling. November 15, 2023 after waiting 1.5 hours in the back just for a pick up. The material felt nothing like my previous denture and was much more uncomfortable. I inquired about my bottom plate still putting the same pressure on the curve of the top plate instead of meeting the top teeth as they should. They told me the bottoms take "getting used to" then brought me teeth glue, told me to affix my bottoms for them to meet up as close as possible, gave me a mirror and sent me on my way. April 2024, I bit into a steak, and the pressure from my bottom teeth again cracked and shattered two large areas at the back of the top plate behind my back teeth the same break of my last set in the same spots. I called for an appointment as soon as my schedule would allow and in the next days the very front tooth fell out of my dentures while I was eating. I used the teeth glue they had instructed me to use on my bottom plate to hold the tooth in until my appt. May 16, 2024 at my appointment, they called me to the receptionist desk and ask me at the desk to see my teeth. I explained to them they had shattered at the exact same place the last set had 6 months ago & the tooth had fallen out. She took my teeth, left me at the desk, & returned to say, because I used teeth glue (the same they had given me) to hold the tooth in & because i didn't keep shattered pieces, they couldn't honor my ************ would need to pay for it out of pocket. I'd only had them for 6 months. She said they would completely have to remake the top set and I would have to fully pay out of pocket with a timeline of another 3 months. Two broken plates in 6 months in the same way & the exact spots as wekk as the tooth falling out the second round & refusing to honor the warranty.
Business response
06/06/2024
Our office does not have glue here for the patients teeth, the lab is the only place we have the glue, and the assistants do not have access to it. We have a warranty states if they do anything to the dentures it voids the warranty. What we would do is repair the dentures in our lab, if the warranty gets voided we take it back to the lab and see what we can find out and see how to fix it. Since it was glued there is no effective way to fix it and the lab manager would have to essentially break the dentures in order to remove the glue, so it was more effective to go for a new pair of dentures. We do provide free repairs as long as you are still under warranty.
Customer response
06/07/2024
Complaint: 21760431

I am rejecting this response because you assumed that I meant a different type of "glue" I assume. Your faculty did provide me with fixodent or a gel if you will that hold your teeth in place. I am sorry if you got the wrong impression of the glue that was used in office or on the teeth.

Sincerely,

***************
Customer response
06/10/2024
When my original complaint referenced glue given to me by staff and used later, I should have been more specific as I was referring to denture adhesive as in fixodent not denture lab glue as the response tried to imply that I meant.
Business response
06/11/2024
Our office has Fixodent for denture adhesive, but it will not be able to hold a tooth onto a denture plate and it not be moved with tools. Our Lab manager assessed the denture and saw that there was glue on the tooth area and it could not be repaired, the plate needed to be remade completely, Fixodent would not cause this type of issue.

Sincerely,

*************************, Office Manager
Business response
06/11/2024
Our office has Fixodent for denture adhesive, but it will not be able to hold a tooth onto a denture plate and it not be moved with tools. Our Lab manager assessed the denture and saw that there was glue on the tooth area and it could not be repaired, the plate needed to be remade completely, Fixodent would not cause this type of issue.

Sincerely,

*************************, Office Manager
Customer response
06/11/2024
Complaint: 21760431

I am rejecting this response because there was fixodent in the area the tooth had fallen out that I had put there in an attempt to temporarily hold it in. Yes the plate was broken in two spots from craftsmanship error in which your office refused to cover repair under warranty for which is my complaint. The repair of remaking the plate which you agree was broke and needed to be repaired should be covered under warranty, which you refused.

Sincerely,

***************
Business response
06/12/2024
The denture was shattered beyond repair per our lab manager, plus the denture had repair glue on the tooth not fixodent, so the denture can be remade for a lab fee.

Sincerely,

*************************, Office Manager
Initial Complaint
05/07/2024
Complaint Type:
Product Issues
Status:
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.
I was physically accosted by his dental workers and had to give up money on the same day that I was to get work done on my teeth. I gave them $100 to get my dentures that day. My dentures have air pockets in them. I would like to get new dentures.
Business response
06/28/2024
After hearing this complaint from the patient, the two dental assistants that were here prior to the complaint have been let go effective immediately, we take elderly abuse very seriously here.
Initial Complaint
03/13/2024
Complaint Type:
Product Issues
Status:
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.
I went to this dentist to get dentures. It has been an ordeal. The bite has never been correct from the first set. The post broke out of the first set. They said the post broke because the bite was off. They said the teeth were worn down, and they were not good. I told them they were only two years old. I was told me these dentures were guaranteed for at least ten years. ******** only pays for one set of dentures every five years. The second set, they did impressions. When I came to get them, the dentures were too big and they were not even white. The bite was still off. I told them I would not accept them. They told me to bring my debit card so they can refund my money on the second set of dentures of $767.50. My wife went to the office with the debit card, but they told her a check was written. The check has to be sent via the postal service. I spoke to her today about the check.
Business response
04/09/2024
This customer has been refunded and this complaint has been resolved.
Customer response
05/07/2024
We only received a refund for the second set of dentures. We are needing a refund for the first pair of dentures.
Initial Complaint
03/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In July of 2022 I went to Affordable Dentures and Implants for a new set of Dentures. I have had a top Denture for more than 20 years that were Porcelain but they were worn and my bottom Gum had only 4 teeth left so I decided to get new Dentures. Everything was going good at first. Then appointments got further apart. When I finally received my set of dentures in August of 2023 I was having trouble eating with them biting my Jaw, so I went back to the dentist the Technician looked at the inside of my jaw looked at the denture and said 2 of the jaw teeth are missing from one side of the bottom plate so they would have to remake them. So the process started all over again with impressions. During this time I was waiting for the second set my Temporary broke on a Tuesday so I tried calling no one would answer the phone so I drove up there and went in asked if they could fix my Temporary by Thursday evening because I was going on Vacation. I was told they couldn't fix it by then so I had to go on Vacation with no dentures. When I returned I dropped them off on 12/21 to have them fixed was told a couple of days. I called on the 12/23 to see if they were done no answer left message. No return call so I drove up there. A sign on the door said closed until 1/04/2024 no one said they were closing for 2 weeks. When I finally received my second set of denture 3 days later a tooth fell out. They fixed it and now another tooth has fallen out and this time I swallowed it while eating. I am tired of dealing with this facility. I tried calling all morning 03/04/2024 No answer left message doesn't return calls.
Business response
04/16/2024
I explained that her voicemail was full so we could not reach her. I spoke to her and explained the process and told they would not get a permanent until months later. Patient did not not come back as supposed to. She had no issues when she left on 3/12/2024. Her teeth were not popping off they were breaking out.
Customer response
04/18/2024
Complaint: 21383435

I am rejecting this response because: What they are saying didn't happen that way. It shouldn't taken 20 months to get a set of dentures when you already had a top plate for twenty years and few teeth left on the bottom. Extractions was done in Sept 2022. The first set I was given were temporaries, then when I received my original set of dentures there were missing teeth on the bottom that they never noticed before they put them in my mouth I called them and told them I was having issue eating and that on the bottom denture there were less teeth then on the top. Appointment was made. I was told they would have to make a new set and get more impressions of my mouth. While my New set was being made during that time my temporaries broke and I asked them to get them fixed due to going on vacation they couldn't get me in until after I returned. I did have to reschedule a couple of times due to a death in the family and employer issues to get off for appointment, but I never did not call and try to reschedule. They don't return messages left when they don't answer. I tried to load pictures that I have when the teeth fell out while eating but the system won't load them. You can see they didn't break out they fell out.

Sincerely,

***********************
Initial Complaint
12/21/2023
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
I had an initial visit on 5 Sep 23, where I chose the economy plus dentures. On 6 Sep 23, I had molds taken of my current dentures and my gums. On 13 Oct 23, I went into the office to be fit with the new denture. The dentures had bright pink gums, not near my skin color, the teeth were much smaller than my current dentures and the gold crown was silver. On 6 Nov, I went in to have the second set of molds done on my current dentures and gums. On 28 Nov, my appt was canceled via email and I was told to call to reschedule. On 15 Dec, I was scheduled to go into the office to check the new set of dentures and fit, but via email on 13 Dec that appt was canceled and changed to 4 Jan 24. I was never called to make those changes. I attempted for several hours to contact the office on 15 Dec to find out why my appt had been canceled, but no one ever answered. I then drove to the office and the person at the front desk told me that my appt had been canceled due to the gold crown not being in. I then asked for a refund because there were too many issues, last minute appt changes and all was taking way too long. I was told I would have to speak with DDS ******. I waited and when we spoke, I was told that I had to pay a $500 lab fee and $370 for the gold crown. I never received any paperwork stating that I would have to pay a $500 lab fee or any fee if canceled. DDS ****** gave me the gold crown, but it is still the incorrect tooth size and crown from the first incorrect set of dentures. DDS ****** is not willing to correct the crown but I'm expected to pay for it. On ************************************************************************************************************** anything related to the $500 fee. The person answering the phone stated that they do not provide GFE and that the lab fee was verbally provided to me when I asked for a refund and after hanging up on us several times even after saying have a good day, she would not allow us to speak with DDS *************************.
Initial Complaint
11/30/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The first impression was on October 5th and everything was fine. I was told I would get dentures in 2 weeks, but it actually about 3. They made an appointment for me to come back and then changed the appointment. They sent the notification to my email so I didn&#**;t receive it in time and had already made the trip over there. It takes me bout 40 minutes to drive there each way. When I had the appointment they did an adjustment. I had an issue with biting my cheek and hurting my lower gum because of the dentures. The adjustment took away some of the issue with biting my cheek but they still did not fit properly. I told them that my old dentures fit better than the new ones. They said they didn&#**;t make the dentures the same way anymore. I called the customer care department twice at ************ about the issue with the dentures and left messages. I was told both times someone named ******** would call me back I never received a call.
Customer response
12/18/2023
This issue has been resolved by the business.
Initial Complaint
09/14/2023
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I received my permentant dentures 11/8/2018 ( I beleive this is the correct date). At the time of purchase the dentures were their top of line dentures. It was the most expensive denture plan they offered. They were advertised as the most comfortable, best fitting, etc. The women who did my extractions and made temporary plates was wonderful.....between the extractions and the final teeth being delivered the office changed hands. From day one...the teeth didnt fit, I have lost teeth several times and had repairs done. I always had to wait a week or more to get the repairs. I live an hour and a half hours away...this caused multiplie days of missed work. I have lost front teeth, eye teeth several times. I have reported this to the main office from the beinging...I have asked for my money back, I have asked for a different Dr.......They have done nothing to help. I was eating an ice cream and the two front teeth were in the ice cream cone. At that repair I was told not to bite with my front teeth....I should bite with my side teeth. Eye teeth on the bottom were replaced. I have swallowed teeth and had to retrive them in a unpleasant way mutlipe times. I have lost teeth while eating: hot dogs, mushrooms, ice cream, and pasta. I could not go into the office for reapirs everytime it happened. I started glueing them myself. The last time I was in Fairview Heights for a repair the Office Girl handed me my teeth back at the front desk with a room full of people. Never talked to the Doctor or Repairman. I said I would never go back there. I called and emailed the main office to explain the situation. In the month of June, I lost 3 teeth. In August 4 teeth. When I was eating the mushroom and lost the tooth I could not get it to go back. So I was missing a tooth on the top....was eating french fries and lost a tooth on the bottom plate. I called the office in ***********, ********, August 14th they never called back. August 14th called the main office number and they have never called back or contacted me in anyway. I explained to the main office the poor fit and the teeth loss. I finally called the Fairview Heights and they made me an appointment for September 14. I should have known it was going to be bab when the girl told me to give my teeth...I asked if I would get to see the Dr. she said I would see the Dr. after he looked at my teeth. I knew they weren't going to do anything when they put me in an examine room with my teeth in the baggy with the missing teeth. The Dr. came in and said he wasn't going to repair my teeth because I had voided my warrenty by repairing them myself....I asked cant you at least put the front eye tooth back in. He said it would be $170.00 per tooth to repair. We never discussed why this was happening, why they don't fit. When I purchased the teeth they had a seven year warrenty. I am 64 years old and I have worked for a Non-for-************* for 22 years.......making less than $20.00 per hour. $5,000 is alot of money to me. I told him I was contacting a Lawyer and he said that was my choice. All I have ever wanted was someone to help.......This business is all about getting the money and there is no follow up or options for the customer when there is a problem. I am out $5,000 dollars and have to start over. Please, Please Help. What are my options? There were to elderly gentlemen in the waiting room when I left.....I told them if they were there for repairs they weren't going to be taken care of. I know that was rude......I was very upset....I have pictures if you need them.

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