ComplaintsforBerkshire Orthodontics

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2023, my daughter received a referall from her dentist for medically necessary orthodontic treatment. She recommended two orthodontists: one with ******************, and the other in **************, more than an hour drive from my home. Given the costs in time, gas, and wear/tear on my car to drive to **************, I chose to work with ******************.On March 1, 2024, ****************** saw my daughter for a consultation and recommended a course of treatment, and presented me with a contract. On or around May 23, 2024, the office provided me an updated contract substantially similar to the original, except with new dates for payment and treatment.My ***parent and I both made a number of phone calls to understand the contract terms and billing system, and how it would work with two divorced parents. I did not like the system, but in the end I understood it and decided to move forward with it anyway.On June 11, 2024, I signed the contact and paid the $750 downpayment by credit card. However when I called the office to schedule the start of treatment, they refused to do so. As of June 14, 2024, they continue to refuse to honor the contract, which they had placed in front of me since March. As reason for material breach, they cited events that happened BEFORE the March 1st appointment. That is hard to understand, would they not have refused to schedule for March 1st to begin with, and thus not presented me with any contract? They refused reasonable offers to resolve this case, including (a) full payment upfront; and (b) deal with my ***parent instead of me as the financially responsible parent.The refusal to treat has serious consequences for my daughter, age 16 and half, whose medically necessary orthodontic treatment has already been delayed many months. It also imposes additional costs on me in terms of time, gas and money to seek an alternative orthodontist further from my home. They are discriminating based on our marital status.

  Business response

  07/03/2024

  Regrettably, the prospective patients parent did not treat our staff in the manner we insist that our patients treat the members of our team.  As a result of the parent's behavior, we rescinded our offer of treatment before the child became a patient. In the two months between the childs initial visit and rescission of the offer of treatment, the parents called our office many times more than any other parent has ever called our office at that stage of the process.  When asked to complete standard forms for treatment, one parent called the forms and the process, "ridiculous and disgusting."  One parent repeatedly interrupted various members of our team when they attempted to respond to questions. One parent filled out forms with intentional inaccuracies, such as listing Santa Claus as the financially responsible party. At one point one parent grabbed an iPad out of the hands of an employee. At many times during our brief relationship with the family, we made a good faith effort to ask the parent to stop interrupting and to interact with our team in a respectful manner. Only when it became clear that the parent would not do that did we rescind the offer of treatment.
  
  We invite every patient and their caregivers to come to us with any concern they have about the patients treatment and how to pay for it. We are proud of our track record of many years of addressing those concerns with creativity and compassion, which has resulted in thousands of beautiful smiles and satisfied patients and caregivers. However, we will not tolerate abuse of our employees, and we will never apologize for insisting that patients and caregivers treat the members of our team with the same respect that we show for them. Rescinding our offer of treatment was the only viable course of action based on the parents expectations and behavior.
  
  The parents attempt to resolve the dispute with us prior to contacting the BBB consisted of threatening us with litigation under a law that has nothing to do with dental practices (the Massachusetts Retail Installment Sales Act), claiming that their damages included the time, gas and money needed to get to the next closest orthodontist.  The parent offered to pay for treatment but would not acknowledge that their behavior was unacceptable or would change in the future. This was not a good faith attempt to resolve the dispute.
  
  Under the circumstances, we would appreciate the BBB rejecting the complaint. 

  Please contact me with any questions.

   

  ********************************, DMD 

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