ComplaintsforChildren and Family Dentistry and Braces

• Initial Complaint

  04/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In December, 2022 I got a routine teeth cleaning at the facility. The business was listed on the United Concordia website as a covered entity, I also confirmed with the business prior to making the appointment that they in fact took *************************** The morning of my apt. they took me in 45 minutes late because they said they were doing an insurance verification. When I was finally brought back I confirmed that I was all set and would receive no bills. Over 1 year later, a bill arrived in the mail. I called to inquire if the claim had been put through insurance, they said it had not been. I asked that they put the claim through insurance. I continued to receive bills in the mail (with inaccurate patient information) and continue to call each time. Most times I do not get a call back. One of the few times I was able to get someone on the phone, they again shared that it did not appear that the claim had been put through insurance. I said that if I receive another bill I would like to see the denial letter from insurance. I did not hear back, proceeded to receive two more bills in the mail and no returned phone calls since that interaction. This is harassment, poor business and financial management.

  Business response

  05/14/2024

  This email is in response to a letter received regarding ***********************. ************ was seen in our Holyoke office, not Ludlow. The ledger notes state the patient owed due to her insurance denying the *** for frequency on 9/27/23. She told the office the insurance we had on file was incorrect based on the note in the chart 10/30/23 but had written it in the welcome packet on her initial visit.

  We have since adjusted the account and the patient no longer has a balance as it pertains to this DOS. Please let me know if you require any additional information.

  Customer response

  05/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 15, 2023 I had a dentist appointment for fillings and crown preparation. Once checked in the teeth that was worked on where two molar teeth. One tooth was broken and had a hole where part of the tooth had come out. Once home and some numbness had subsided I could feel with my tongue that the broken tooth still felt like there was a hole there. I called the dentist's office and explained my concern and wanted to know if the hole was still there and whether the tooth should be in this condition. I was asked to come in on 11/16/2023 and let the dentist look at it. Once there the dentist was rude and accused me of telling his staff he put a hole in my tooth. I explained that was not what I said. I tried to explain that my concern was it felt like the hole that was there is still there and I wanted to know whether it was supposed to be like that. He told his assistant to give me x-rays because he was not working with me anymore and walked away. He would not speak to me anymore and I could not get any answer about my concerns. So now I am worried that I paid $443 and I am not sure if the tooth is suppose to have a hole on the side of it. The dentist, ************, was very rude and lacked professionalism for a doctor providing services to the public. I know have to find another dentist to evaluate the current condition of my tooth. If the tooth needs additional treatment I would like to be reimbursed what I paid to treat the tooth.

  Business response

  11/27/2023

  According to ******************, the patient called that morning with her concern and he had asked her to come in. When she came, he evaluated the area, told her there was no "hole" and that what she was feeling was inflamed gingival tissue. He had performed restorative work on two molars on her lower left and he had told her the gingival tissue needed time to heal/ shrink.  He had suggested to take a radiograph to demonstrate what he was saying, but she refused, became upset, left the treatment room and office. 

   

  We are happy to have this patient evaluated by one of our other providers, but they will most likely need to take an X-ray as well as take intraoral pictures. 

   

  If you would like any further information, please contact me directly. 

   

  Customer response

  11/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: ****************** was rude and unprofessional when he came to talk to me. He accused me of telling his staff that he put a hole in my tooth. I corrected him and explained that I did not say that. I told him that I felt the same hole that was there before because part of the tooth had broken off previously. He asked for a mirror from his assistant and demanded that I show him where the hole was. I told him I could not because it was on the inside of my mouth. I explained I just wanted to know if it was suppose to be like that. I was looking for reassurance from him that what I was feeling was okay, but instead he told his assistant to give me the x-ray because he will not be working with me anymore, and he walked out of the room while I was still seated in the dental chair. Very rude and unprofessional for a dentist that had worked on my teeth. He took offense to me just asking a question about what I was feeling in my mouth. I would never want him to treat anyone else so unprofessionally. He is bad for business.
  
  Sincerely,
  
  ***********************

  Business response

  11/30/2023

  ******,

     Thank you for taking the time to let us know about your experience. We would like to offer you a consultation with another provider at the **** ******* office to examine your area of concern. We also want to ensure you that we have spoken to ****************** about this incident. Please let us know if we can schedule this for you. 

  Customer response

  11/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am going to a more professional and established dental office. Once bitten, twice shy. I have no confidence in this dental practice and will not go there again.
  
  Sincerely,
  
  ***********************

*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. ↩