ComplaintsforDPD Smiles - Pediatrics & Orthodontics

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************* of DPD Smiles performed a dental procedure on my 4 y/o son on March 15, 2024. She "drilled" 9 cavities on my son. The procedure required IV sedation with a contracted pediatric anesthesiologist. The procedure was very brief. I was verbally updated upon completion of procedure that all cavities were filled and no cavities remained. My son had his 6 month visit with his regular dentist on June 24, 2024. Repeat xrays at this time showed continued cavities at previous "drilled" sites. I called ****************** clinic to request forms be sent to my son's primary dentist. I was told there was at $20 record release fee. I informed them this was not going to be paid as it is a continuity of care release from provider to provider. They told me they could use "credit on my account." I was never informed of any "credit" nor was I reimbursed on my credit card. I confirmed there is a $67 credit on the account when I visited the patient portal. I have contacted teh office and not heard back regarding the credit. I was also charged a late fee when there was no signed documentation by me agreeing to pay if I was late.

  Business response

  07/02/2024

  The first time I got an email requesting the $67 refund on this money was yesterday during clinic hours and refunded it today during my admin time and emailed the patient about the refund processing, two minutes after I got the email from BBB about the complaint. 

  In the attachments you can see that the fee about late arrival is mentioned, and we also ask all sedation patients in our reminders to please come 30 minutes before their appointment time. On this day, the patient and family came 25 minutes late and were the first patients of the day, on a fully booked day of sedation patients, setting our whole day of sedation patients behind in schedule with a whole staff of providers just standing around waiting for them to arrive. No further refund is appropriate to be issued for this, as we actually had to pay the outside contractors more than what we billed the patient for the time lost on our schedule for that day.

  I also have no idea where that dollar amount would have come from, however the $67 credit refund has been issued and provided.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Id like to hear back from the director or owner, not the clerical staff whom Im complaining against. **** at the front desk of DPD Smiles has a HORRIBLE attitude. On SEVERAL occasions in which I will attempt to find in my text messages and emails, they have asked me to reschedule just a few HOURS prior to my childrens appointment. They did it today. I took off work to take my son to the dentist! They texted saying they cannot see my son at 4:30pm as originally scheduled and asked if we could come at 4pm. Just 6-7 hours before the scheduled appt.! I said my son is on the *** spectrum and needs more time usually, so will 4pm work? He said no a morning is better in that case. I said you shouldve already known that and had this info in his chart, as Ive been CHOOSING to use their terrible facility for several months. I asked **** to send a text to confirm I wont be charged since theyre the ones rescheduling last minute without knowing my sons accommodation needs. He wouldnt reply. THEN, He sent a generic your appointment has been scheduled for 4pm I called immediately and asked why did you change my appt without my consent? He said i dont know what youre talking about. I said ok and hung up. I texted to let them know theyll be reported. He proceeded to reply that he reported me to my insurance company for negligence! lol. This place is an absolute nightmare. Appointments are rushed, theyre ********** collecting. Avoid at ALL COSTS!

  Business response

  07/02/2024

  This patient has not come to out office in over a year. We do not have an employee named **** and never have. Mom and children have a history of showing up ***** minutes late for appointments and missing appointments. The oral health and hygiene of the children has decreased over time and we have continually spent time going over oral care and preventative treatment and care with guardian present and children. ***** minutes spent per visit with family. We have also suggested additional recare to help maintain and prevent further issues with the decay on the children, however our treatment recommendations fell on deaf ears. Additional notes can be provided if needed, however financial reparations are not appropriate as patient still has outstanding balances with our office and has verbally abused us when trying to collect our balances due.

  Customer response

  07/06/2024

   
  Complaint: 21116083
  
  I am rejecting this response because:
  Ive provided text proof that an appointment scheduled MONTHS ahead of time was attempted to be moved the *** OF! What type of business does that? I have no time to argue with you crooks!!!

   

  JUST OVER THIS HOLI*** WEEKEND, I RECEIVED AN EMAIL ABOUT A FALSE BALANCE DUE FROM JUNE 2023. Comical. WHO CONTACTS A PATIENT A YEAR AFTER A SUPPOSED VISIT? Oh and your response is that I havent been in in over a year? My children are well-behaved. Whatever the mans name at the front was, the unfriendly guy. I couldve sworn it was **** and I will ask my family. JUST use your eyes and **LOOK** at the ****** reviews on the Wheaton locations pages. This office needs to seriously stop the harassment or I will file suit.

   

  leave.me.alone. 
  

  My children have never taken ***** min appts. You guys barely scraped tartar and collected your money. YOU ARE A MONEY HUNGRY, SHODDY DENTIST. Leave my family alone! Gosh, what a nightmare to have to hear from you again!!!!

   

  your new practice manager starts with a J I cant recall, called me about 4 months ago or so, I can get the records and apologized up and down - said the front desk staff (whatever this name is), the one who referred to my son as children like this (whatever that means - sounds very discriminatory- has scared away many families not just mine. 
  

  Take accountability for your crappy service and stop making up lies! My GOD! Youve lost several patients and youre now attacking them with bills from a year ago? lol. Please move on and shut down for the Love of God!
  

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

  Business response

  07/08/2024

  This no longer seems respectful or productive, patient called over the weekend and left horrid disrespectful messages on the emergency voicemail and text message line, as well as all of our text lines. She also sent multiple emails in a span of 30 minutes during the "holiday weekend" that she is so outraged about. Several more slanderous reviews online. No monetary settlements will be made, our only request is that she stops calling, texting and emailing our office and remains off all office property. If you need more response, the BBB is welcome to reach out to the office, but we will not be engaging with the patient after the racist hate speech and threats against our business and livelihoods.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My sons old dentist provider has billed my insurance on three separate dates for services at their office he did not render. They also provided me with another patients bill once asking for payment. They are super rude and unprofessional.

  Business response

  07/02/2024

  Current office manager has already reached out and spoken to these patients, claims have been reversed, billing errors and software have been updated and fixed. These patients have left the practice and have gotten their records transferred and are happy to have found another dentist. They were offered an appointment to come back in now that the employee that had a huge problem with has been terminated, however they declined. Patients have also filed board complaints against the office and multiple negative social media reviews despite these resolutions.

  Customer response

  07/06/2024

   
  Complaint: 21003292
  
  I am rejecting this response because: they issues were not and still not resolved with my insurance. My records for my son were never and still havent been transferred to his new dentist. I was never offered an appointment to come back nor would I go if I was offered. And my submission to BBB and negative reviews was prior to the new manager and all this supposedly being resolved. 
  
  Sincerely,
  
  *****************************

  Business response

  07/08/2024

  ********** and blue shield has reversed and recouped all payments from errant claims submitted, patient is welcome to confirm with insurance, because we have. She still has an outstanding balance here, which she told us she is not wiling to pay and that we should send her to collections for. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dental provider filed a claim on 02/04/2023 my son was never seen on such date.Dental provider charged me upfront for a visit on 12/13/2023 then filed a claim with my insurance. Per my insurance the procedure was covered.Dental provider filed a claim with service dated 06/18/2023 for a Periodic Oral Exam.my son was actually seen on 06/19/2023 not just for a periodic dental exam but for a cleaning, one crown, and one cavity.My dental provider is aware that there are errors with their claims and how much they charged me and is refusing to accept these errors stating it is an error with the insurance. The insurance is aware of this as well and confirmed that the dental office is the one who needs to correct their claims. The dental provider claims to be helping me and it is not.

  Business response

  07/02/2024

  Patient has the dates all wrong on this. We are willing to submit all billing and chart notes as well as EOBS to prove that any errors by our claims processing software were rectified and that everything has been settled with this patient and mom. She told us she was going to be leaving our office because she did not like that her insurance did not cover all of the sedation appointment visit and that we deceived her and that she was unhappy that a crown came off despite us giving warnings about not eating sticky hard candies with dental crowns in place. We even wrote off her copay to make her happy for that day.

  We can provide much more via email or pdf.

  Customer response

  07/02/2024

   
  Complaint: 20256148
  
  I am rejecting this response because:

   

  All the information attached to this does not apply to my child. Clearly with this you can see how careless and unprofessional this business is. The attachements are for a different child my childs name is ****** for the record. 
  
  Sincerely,
  
  ***************************

  Business response

  07/05/2024

  I will need a full name and date of birth to finish looking into this as ***** is not in our system as parent of record and to give the information of the last patient we matched up the name. Also, any receipts or proof she has of her son in our office would be greatly helpful as we see thousands of patients, and do not have a patient on our schedule on 12/13/2023 named ******. 
  
  Please delete screenshots that we provided IN GOOD FAITH that they were of the child in question, since the child's name and date of birth are mentioned no where in this, nor are they apparently required to file a claim against us. 

  Customer response

  07/05/2024

   
  Complaint: 20256148
  
  I am rejecting this response because:
  My son was seen in this office, there are no records of December 2023, because we left your office in June after realizing how fraudulent your dental office is. I am aware I am not the only one who went through this upon reading all your reviews on ******* I will not disclose my childs name to you as I am not okay with you sending my another childs information without fully verifying who the parents was. I am aware that is hippa violation. If you wish to schedule a meeting with my i will gladly go and show proof of everything in person, but best believe i will go with a lawyer since I cannot trust such business and their twist of words. 

   

   

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

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