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:02/15/2024

  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.

  Dr. *********************** office after thorough examination, referred me to ******************** for root canal for tooth #** (Sept 20th, 2023). ******************** did the root canal treatment for tooth #** (Nov 7th/14th). He did not find/mention any issue with #** during my first three visits (Nov 7th, Nov 14th and Dec 5th, 2023). After multiple complaints, ******************** concluded that the pain was from tooth #** and has cracked tooth syndrome. (Dec 22nd, 2023) and referred me back to Dr. ********************** for #**. (Dec 22nd). o I was asked to visit ******************** by Dr. ********************** for root canal for #** and now ******************** asked me to go back to Dr. ********************** for the exact same tooth i.e. #**. I went to Dr. ********************** who concluded (without thorough testing or examination) that the issue was with tooth #** (Jan 4th,2024). o According to ********************, Issue is with #** but according to Dr. **********************, the issue is with #** (Jan 4th, 2024). o According to Dr. **********************, issue was with #** as of Sept 20th, 2023, but on January 4th, 2024, the issue was with tooth #**. Dr. ********************** also (after I expressed my frustration) mentioned that it was an error by the front desk lady. According to Dr. **********************, the front desk lady marked #** instead of tooth #**. o This is factually incorrect and intentional misrepresentation because the front lady confirmed that it was not her handwriting. She also confirmed that it was ********** handwriting. o This cannot be a human error because tooth #** was mentioned multiple times in the referral slip as well as doctors note. o Dr. ********************** was present with ******** in person. ** Detailed Summary Attached. Can provide more information and documentation, if needed. I am submitting the same complaint against Dr. ********* as well.

  Business Response

  Date: 03/06/2024

  
  
  
  Response to ***************************** complaint to the Better Business Bureau

  
  Patient name, *********************************** presented at our office on September 20th, 2023 for an initial exam and xrays. Patients chief complaint was that his tooth #** was sensitive upon chewing. Clinically, tooth #** was symptomatic to percussion and no swelling observed. The xrays that were taken did not indicate any infection on #**, but since patient was feeling discomfort, a referral to an endodontist, *************************** was given to the patient to further assess #** and the area surrounding that tooth. 
  Our office received two letters from ***************************. The first letter was from November 14th, 2023 stating that tooth #** required a retreatment since it was diagnosed with symptomatic apical periodontitis and to restore the tooth within 4-6 weeks. The second letter was from December 22nd, 2023 stating that the patient was reporting pain when chewing harder foods and cold sensitivity on his left side. ******************** performed thorough endodontic testing and determined that tooth #** has cracked tooth syndrome. He recommended for patient to return to our office for a temporary crown and to wait 4-6 weeks to deliver the crown while observing  the patients symptoms. If the patient continues to feel the same symptoms after a temporary crown is placed, the patient may need a root canal prior to cementing the final crown. 
  On January 4th, 2024, ****************** returned to our office to place a permanent filling over tooth #** since it was retreated by the endodontist. However, he was very upset that tooth #** was not the main focus, since that was his chief complaint during his initial dental exam on September 20th, 2023. Before proceeding with the permanent filling over tooth #**, the patient was immersed on why the endo referral indicated tooth #**, but tooth #** was treated. Dr. ********************** tried to explain that regardless of the tooth number, the endodontist will assess the area. ****************** raised his voice out of frustration, continuously interrupted, repeatedly focused on the written referral and the tooth that was circled. Dr. ********************** wasnt able to explain the rationale of why tooth #** was focused prior to tooth #** since he was constantly interrupted. ****************** demanded for Dr. ********************** to call ******************** to get clarification. ******************** explained to Dr. ********************** that he discussed the rationale for treatment rendered with the patient several times. Despite the tone and escalation of the situation, Dr. ********************** completed the dental service for ****************** - occlusal composite filling over tooth #**. The staff at Dr. **********************s office felt the hostility in the patients tone and was intimidated by Mr. ******** demands and requests. Even though he was given a total estimate of his portion to pay for the occlusal composite plug on tooth #**, he did not make a payment.  
  
  
  
  
  
  In defense to our case:
  Based on the Mr. ******** complaint, he was unsatisfied with how tooth #** was handled. However, the protocol of the referral to the endodontist, the recommended treatment explained by the endodontist and treatment rendered is STANDARD OF CARE. 
  Clinically, #** was symptomatic to percussion, negative of clinical and radiographical abscess. The patient was referred for #** to further investigate the reason for the patients discomfort. The endodontist took various angles and a 3D image of the lower left area to assist with his diagnosis. ******************** determined that #** required a retreat root canal since there was a periapical lesion that was observed from the imaging. Since #** was evident of a periapical lesion, it could be the possible reason the patient was feeling pain on the left side when he chews. ****************** could be experiencing referred pain on #** - pain perceived at a location other than the site of the painful stimulus/ origin. Since #** did not have caries, swelling, and/or a periapical lesion, during his initial exam with us and with ********************, it was advised to move forward with treatment on tooth #** since there was clinical evidence that it required retreatment endo to resolve the infection and symptoms of discomfort. Patient agreed and proceeded with retreatment of #**. 
  After retreatment of #**, ****************** was still experiencing pain. He consulted back with ******************** regarding his symptoms. Based on the followup letter from ******************** on December 22nd, 2023 *** after thorough testing ******************** diagnosed tooth #** with cracked tooth syndrome, where a fracture plane of unknown depth can present a painful response to cold and pressure, however, the pulp and periodontium are healthy. It was recommended for ****************** to return to our office for crown preparation and temporary crown for 4-6 weeks. It was also explained that he may need a root canal if the symptoms do not subside after placement of temporary crown on #**. 
  The patient may be confused as why tooth #** wasnt addressed in the first place since the referral indicated to assess #** and that he was still feeling pain after #** retreated. The answer is that the endodontist, ********************, focused on what was clinically evident during his assessment and diagnostic imaging - #** required treatment since it has RADIOGRAPHICAL EVIDENCE of a periapical lesion/infection. Even though patient felt pain on #**, there was no radiographical evidence of any infection, therefore it was recommended to start with treatment on #** since it was necessary to resolve the infection. There was also the possibility that #** was experiencing referred pain from #**. Instead of focusing on #** as first phase of treatment, it was more favorable to start with #** since the tooth was infected and hopeful that retreatment endo on that tooth would resolve Mr. ******** pain. All of this could have been explained to the patient on January 4th, 2024 if he gave Dr. ********************** the opportunity to discuss and speak on our behalf. Instead, ****************** was not calm and did not give Dr. ********************** a chance to explain. 
  It was also mentioned in the report that the patient felt that there was a racial bias against him and that English is his second language. To clarify, our practice does not discriminate against any race or gender. The providers - Dr. **********************, ********, and ******************** are of multicultural background and have no tolerance towards any discrimination against any person. 
  
  
  Questions answered:
  If tooth #** had a cracked tooth syndrome, why Dr. ********************** referred me to ******************** for root canal in September 2023? 
  ******: At the time of exam, tooth #** was positive upon percussion and no radiographical evidence of infection and no clinical evidence of caries and abscess. There is the POSSIBILITY that the tooth had a fracture but did not want to assume it required a root canal without further assessment with the endodontist. The referral was intended to ASSESS #** and the area surrounding that tooth, hence the lower left side. It is typical for the endodontist to not only focus on #**, but to focus on the area/teeth surrounding that tooth during the initial consultation. There have been several cases in our office where patients would present pain similar to Mr. ******** symptoms and clinical healthy pulp and periodontium we would refer to an endodontist to further investigate. Some of those patients would return back with no treatment needed because the pain they were experiencing resolved on its own. 
  If tooth #** had cracked tooth syndrome, why did ******************** treat tooth #**? 
  Answer: During endodontic consultation with ********************, the diagnostic imaging and testing that was rendered found that #** had a previous endodontic treatment with symptomatic apical periodontitis. #** at the time of consultation didnt radiographically demonstrate any reason to treat #**, but #** was evident for treatment. 
  If #** had a cracked tooth syndrome, why ******************** couldnt find it during the first 2-3 visits?
   ******: ******************** conveyed to Dr. ********************** that the tests rendered during his appointments with endo were indicative of #** requiring retreatment root canal - it was symptomatic and had a periapical radiolucency
  Why ******************** didnt clarify that Dr. **********************s referral was for tooth #** but treated #**?
  Answer: Regardless of which tooth number is circled on the referral, the endodontist will assess the area that is concerning the patient. Since #** was of concern, it is typical for any endodontist to assess the teeth surrounding #** as well as the teeth opposing #**. The reason for this is because there could be the possibility of referred pain. In Mr. ******** case, #** did not radiographically indicate any lesion or obvious fracture, however it was determined by thorough imaging that #** had a periapical lesion. Since tooth #** had radiographical evidence that it required treatment, it would be favorable to start treatment on tooth #**. 
  According to Dr. **********************, the issue was with #** as of September 20th, 2023, but on January 4th, 2024, the issue was with #**. How can that be possible?
  Answer: The patient was seen on September 20th, 2023 for an exam. An endo referral was given for tooth #** since the patient presented percussion sensitivity. The patient was then seen by the endodontist and determined that tooth #** (previously endo treated) was infected and required retreatment. The patient agreed to go forward with retreatment endo on #**. The patient was advised to return to Dr. ********************** to replace the temporary filling with a permanent filling over the root canal access. The patient made appointment on January 4th to see Dr. ********************** for the filling on #**, hence the reason tooth #** was the primary focus rather than tooth #**.
  According to **********************, tooth #** was reported due to human error and in reality, the problem was with tooth #**. If this is true, why ******************** referred me back to Dr. ********************** for tooth #** for cracked tooth syndrome?
  Answer: ******************** referred to Dr. ********************** for #** to assess it further since it was diagnosed with cracked tooth syndrome. Dr. ********************** couldnt discuss the treatment plan with ****************** since he didnt give him the chance to explain due to his frustrations on January 4th, 2024
  Despite multiple requests and questions, why didnt Dr. ********************** pay attention to Dr. ********* report and didnt do any further testing on tooth #** (temperature, cotton roll, biting tests)?
  Answer: The reports that were received from ******************** were reviewed and fully understood.  On January 4th, 2024, the patient was too frustrated and didnt have the patience to listen to what Dr. ********************** had to say about the treatment and the plan for #**.