ComplaintsforAnn Arbor's Dentist

• Initial Complaint

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Dental visit 3/13/2023 Amount disputed charge:Boy #1. $190 x-rays + $235 oral exam Boy #2. $190 x-rays + $235 oral exam On 2/2/23, During a $700 phone consultation with AA Dentists ********************, he (as well as verbiage on the business website) gave me the impression that his office could help my boys with their dental concerns, specifically treatment for the decayed & broken teeth we discussed. 3/13/23 However, at this first visit to AA Dentist, which included paid charges above, this office referred me OUT to a different dental office- pediatric- for extraction, caps, fillings, etc dental treatment for the boys. On 6/13/23, boy #1 and #2 had their first visit at the NEW referred, pediatric dentist who had received digital x-rays from AA Dentist. This new office has to charge me for their own dental eval- so Im basically charged twice for each oral eval. Additionally, the x-rays taken at AA Dentist were of such poor quality that this new pediatric dentist had to re-take them- so Im charged twice for x-rays too! It was explained to me that the x-rays were unfit because not all teeth were captured in the images & the tooth structures below the gums werent captured either. It was suggested that this happens when an office isnt equipped with small enough or flexible enough mouth pieces used in taking the x-rays. A statement which seems to indicate that AA Dentist doesnt really accommodate well to children. I have contacted AA Dentist per email prior to this 6/13 visit to the new pediatric dentist because I was aware that I was going to be charged again for these 2 services. I indicated my dissatisfaction but have not yet received a response. My wording didnt exactly request a response, however. Furthermore, I have a 3rd child whose teeth arent as bad as boy ******* and Im tempted to just take her to the new pediatric dentist also. But then, I will again be in the same financial situation as the boys, having to redo an oral exam & possibly x-rays.

  Business response

  07/11/2023

  At Ann Arbor's Dentist we pride ourselves on providing excellent dental care for patients as early as 1 years old.  Unfortunately, due to behavior issues and safety concerns, some pediatric patients need to see dental specialists.  This is a minority of patients who present with challenges.  Our office typically sees ***** children on a routine day.  Specialists have specific means of controlling children and using methods like sedation.  When children have rampant decay and uncontrolled dental neglect, the patient's best care is received at a board certified specialist.  This is the standard of care in dental oral health care and is in place for the patient to receive the ideal proper care to treat their dental disease in a safe setting, especially for the care of children.

  All of our patients are informed of the potential for a referral either during their phone consultation or when they come in for an office visit.  A dentist cannot tell what a child's oral health or behavior challenges may be until they are examined and seen in the office with appropriate imaging and diagnostic techniques.  It is at that time that the dentist can use their discretion to initiate treatment, or work with a dental specialist.  All dentists as well as specialists will prefer to take their own X-rays and imaging techniques to capture the diagnostic information they need to acquire at the specific visit.

  All patients are offered to have a pre-determination of costs or insurance benefits prior to coming to the office.

  In this case the patients' parent was informed of the potential for a referral by phone and in the office.   When the children were examined and the extent of the decay was extreme with uncontrolled behavioral challenges, the children were referred to an appropriate provider.  The parent was also not receptive to the dentist's strategies to optimize oral health and there was not a willingness to work together.  Home care and proper techniques are crucial to solving problems caused by rampant dental decay. When there is no teamwork and ownership of the problem between the patient/parent and the dental provider then the relationship is often unsuccessful.

  Customer response

  08/02/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  My children and I do have dental problems that are probably hereditary and so I came to a holistic dentist to find answers.  Unfortunately, my one boy has already had traumatic experiences.  I admit it and can understand that your office cant handle that.  However, AA* appears to have little integrity and honesty in this situation. 

  It seems that ******************** prides himself more on his expertise as a nutritionist than a dentist when he demands a $700 nutritional consultation (possibly $150 per child and $250 per adult) before a family is seen in the office.  *uring my phone consult, I admitted to *r. * that I contacted AA* two years prior about becoming a patient but was turned off by the requirement of a consult even before anyone looked at our teeth.  *r.*s response was (and Im paraphrasing) that a person could take his advice,implement it, and STILL go to a different dentist.  IMO, this wouldnt be a concern if your new-patient process were different.  It seems backwards.  You admit A dentist cannot tell what a child's oral health or behavior challenges may be until they are examined and seen in the office with appropriate imaging and diagnostic techniques.  So, why doesnt AA* first provide dental services to a new patient and then recommend (not require) a follow-up nutritional consult? 

  In summary, you claim: The parent was also not receptive to the dentist's strategies to optimize oral health and there was not a willingness to work together. I totally disagree! #1) I *I* decide to go with your office even after the pricy phone consult.  #2) The month between the consult and first visit, I had already implemented your recommendations on using xylitol products and not sharing dental floss for the kids.  This, by the way, could have easily been explained in 5 minutes during the first visit after you actually saw their mouths.  #3) In the office that day, 3 of us took your suggested carries test ($245 each) and oral acidity test ($15 each).  Both tests were within range which indicates that I dont entirely neglect my childrens dental health, as you accused.  OR it shows that these tests results are a false representation because they were taken AFTER I implemented your strategies, further proving that you should first see the patient and then consult (nutritional changes) in order to really help find underlying causes.  #4) I accommodated you that morning by accepting your schedule shift.  You changed us to be side-by-side so the 4 of us could be seen in 2 hours (at your convenience, I assumed).   I was prepared for the original time frame of four hours in succession.  I wanted it longer so I could take my time, be present for each of my childs (first) appointments, and understand everything that was going on with their mouths. But, I felt that I didnt have a choice, so, I did the best I could with the situation I was thrown into. I knew my one boy was anxious.  After I got out of the chair, I rushed to attend him and try to put him at ease for his appointment.  And #5) Upon leaving, I purchased a suggested $20 tube of toothpaste.

  Your reply includes: It is at that time that the dentist can use their discretion to initiate treatment, or work with (ie. refer patient out to) a dental specialist.  Had I been able to be with my children that morning, my one boy might not have been so anxious.  Yes, I believe my childs behavior was a factor of your success.  What shows injustice and builds distrust is that you still charged me (full price) for his oral exam and x-rays that (1) you poorly, if even, rendered and (2) knew the referred specialist was going to have to retake anyway. You should have better used your discretion and not initiated treatment.  Several dental offices provide free initial x-rays for new patients AN* discounts for people, like myself, who dont have insurance.   You leave the impression that your time and money is more important to you than quality, honest, full service or client satisfaction.
  I tried to be a team player.  Yet, I left the office that day feeling rushed and feeling that I didnt have a clear understanding for the two other kids oral situation or the dental care they received. I felt incomplete with the services vs charges. 

  I was hopeful to work with a holisticdentist.  Had I seen more integrity and had been treated with more consideration and respect as a client, I could have confidence in my daughter and I remaining clients.  Therefore, I require that you surrender to me, in your possession, the diagnostic cast of my own teeth ($200) because now I have to find a new dentist that I can find more trust in.
  
  Regards,
  
  *******************************

*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. ↩