Business ProfileforSequence Orthodontics LLC

I had braces years ago through a different orthodontist. I had a permanent retainer on my lower teeth from my previous orthodontist since 2013. In March 2021, my retainer broke loose from my teeth while eating. I called around for to find a local orthodontist to repair and/or install a new permanent retainer and found Sequence Orthodontics. I paid them $450 to install a new permanent retainer on my bottom front 6 teeth. Six months later, the permanent retainer installed by Sequence Orthodontics broke loose while flossing at home. I called Sequence Orthodontics to see if they could replace and/or reinstall for free or for a reduced fee. They told me over the phone that they could, but would need to evaluate once in the office to be sure. So, I scheduled an appointment to have a new retainer installed in October 2021. When I arrived, I explained what happened: The retainer installed by Sequence broke loose while flossing at home. A week after it broke loose, I had a routine dental cleaning and had a cavity filled. While getting my teeth cleaned, my dentist smoothed out the rough spots from the broken retainer. NOTE: My dentist did not break the retainer...it was already broken. After explaining the situation to the Sequence staff, they recommended a clear plastic retainer for $200. I thought that was not fair considering their retainer broke loose in 6 months. I asked what it would cost to just reinstall the same metal retainer and I was told likely more than $300. I told the staff that I was told over the phone that the replacement would be provided for free or at a significant discount since it broke so soon. Their response: Your dentist must have loosened it while cleaning. It is impossible that my dentist loosened the retainer because the retainer was already completely broken and out of my mouth before I went to my dentist. Very disappointed in this business. I was misled and wasted a lot of time during a work day going to an appointment where I was supposed to get a replacement for free or for a small fee. I strongly recommend Waldorf Orthodontics over this business. Waldorf Orthodontics quoted me $175 for installation of a new retainer and were recommended by several local dentists.

Mr. S***** visited our office with the intention of receiving a replacement retainer. He informed us that part of the bonded retainer we had placed for him back in March of 2021 had come undone and upon visiting his dentist the retainer was removed and the tooth surfaces smoothened/polished. We provided him with fees to replace the retainer with an equivalent type as well as fees for a different type of retainer. Both fees were discounted as a courtesy. Mr S***** agreed to proceed with the different retainer option (clear retainer) and as such a reduced fee was provided. Mr S***** did not agree with the fees and walked out of our office and followed this by leaving a negative ****** review for us and bad mouthing our establishment publicly. I am not aware of any business that would provide a free service for anything but as with most businesses we do offer a discount on services for return patients as a sentiment of our appreciation and as a backing of our work. The retainer he has was a bonded retainer and as with any bonded product that bonding can fail for various reasons such as flossing, eating or even brushing. When this happens we will gladly replace it and if it was determined to that the problem was on our part we will not charge the patient. This retainer was 6 months old and came undone as a result of flossing (this can happen).0 We have been in business for over 5 years and have always been sure to accommodate our patients and stand behind our work 100% of the time. We do also understand that different businesses offer the same services as we do for different prices/fees. We responded to Mr. S***** that he is welcome back to address the situation should he not be able to get the service he is looking for elsewhere.

This response from this business continues to be misleading and ridden with excuses. My dentist did not remove the retainer. The retainer that you installed in March 2021 came completely undone while flossing at home. I called your office the next day and asked if you would replace it for free since it had only been six months. The previous retainer from a different orthodontist lasted for more than 7 years. On the phone, your office staff told me that it could likely be replaced for free or for a small fee. Based on this feedback, I scheduled an appointment. When I arrived at your office, you offered a clear retainer for $200 or a replacement of the metal retainer for $60/tooth. You specifically said the metal retainer would be in excess of $300. How is this is discount or a "replacement for a small fee"? I wasted several hours driving to and from this appointment only to be misled from what I was told over the phone.