ComplaintsforThe Smile Spot

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to a routine ****** appointment to get a cleaning. I have periodontal disease which has been under control since 2020. I have been up-to-date on all ****** **** since 2019. I moved to Kansas City in March and made an appointment for a cleaning with ***** ****** **** (Smile Spot's adult side). At the cleaning I had xrays that were unusually uncomfortable. It felt like the plates might puncture the roof and floor of my mouth. I have had lots of xrays in my life and though they were not comfortable, it was tolerable and never like this. Dr. ******* told me I needed three fillings. Although I didn't have any symptoms and although my previous dentist didn't see anything when they examined me in October of 2022 At the appointment the dentist numbed by jaw with four shots. He wiggled his hand while he was doing it. I've never experienced that before and he did not explain why he was doing it. It was strange and scary. I couldn't do anything about it because there was a needle in my skin. The numbing numbed my tongue, the end of my nose and my cheek all the way up to my eye and all the way to my ear. I've never experienced that before either. Then when he was about to start he checked and found that I wasn't all the way numb on the bottom of my jaw. He gave me a fifth injection. I heard him say he couldn't find my x-rays. He started drilling anyway. He drilled for what felt like a long time and then I heard him say, "There's the root." He stood up, said he couldn't go any further and i was going to need a root canal and a crown. He asked the assistant to take more x-rays and fill my tooth. She took x-rays while my unfilled tooth was open to the air. I was very worried about bacteria. She put a band around my tooth so she wouldn't glue my teeth together and started filling my tooth. She said, "oops, I glued your teeth together a little bit." I left the office shaking and in tears. My jaw still hurts 1.5 weeks later and I have limited ability to open my mouth.

  Business response

  05/17/2023

  Dear Sir or Madam: Thank you for the opportunity to respond to the complaint filed by ***** ***** on behalf of the ***** ****** ****. Unfortunately, this claim was posted against The Smile Spot which is our neighboring Orthodontic and Pediatric office but a separate entity from ***** ****** **** so we hope this can be rectified. Our dentist attempted to respond to the consumer directly but the communication was refused, however we will continue to try and reach out and provide any clarity we can. ***** ****** **** is committed to providing high-quality and affordable dentistry and followed all of the standard ADA processes for the described procedures, however, we will provide the desired refund and continue to work to meet and exceed patient expectations. Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised, we appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.

  Customer response

  05/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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 providing it happens. I don't know what method of communication they attempted. I have not received either an email, call, or text message.
  Regards,
  
  ***** *****

• Initial Complaint

  09/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Service date: 6/6/2022 I have been attempting to set an appointment and get billing issue resolved since. I have been hung up on. Told that I would owe nearly $550 more than what I should. It has been escalated office manager confirming the correct amount. My card was charged the correct amount. Currently this company has $105.00 of my own moneys and 271 of my hsa money. When they finally confirmed the 105 they set an appointment for the following Monday. Called me on a Saturday (during my work hours) to advise if I don’t confirm appointment would be canceled. Appointment now cancelled. On going for nearly 4 months now. First three months while they had the $271 for service not rendered they advised I would owe and extra 642. After escalation was advised the correct amount would be noted for my appointment. Went to appointment was advised 642. But my card was charged 105 not service completed on this day was advise to wait for them to research. Same day got a call back saying 105 was confirmed as correct amount. Schedule appointment for following Monday. Saturday appointment was canceled.

  Business response

  10/13/2022

  Thank you for the opportunity to respond to complaint ******** filed by ***** ****** in regard to The Smile Spot. We have reached out to the consumer directly on this communication to attempt to resolve any issues. We will work to make sure she is pleased with her dental services. ***** ****** **** is committed to providing quality care and has the autonomy to work with patients, so they receive the best results possible. Every patient complaint is taken seriously, and the office will work hard to resolve any concerns that are raised. We appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws. Please feel free to reach out if there are any questions or if any additional information is needed. Thank you!
  
  Best Regards,
  
  ******** ******* *** ***** **** ************ ******** *********************
  

  
  

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