ComplaintsforCrestwood Dental Group - Dr. James Maxwell

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Per serious problems with this partial made by Crestwood Dental Group, Dr. ***** ******* in April/May of 2023. After receiving this partial I had to request several return visits to make adjustments to this partial, to remedy "painful misfit problems" with this new partial. In the time since these adjustments, meaning "grindings" done to partial by Dr. ******* in an attempt to reduce pain and correct misfit problems. Since those grinding adjustments, I have been experiencing additional, prolonged ongoing problems. I'm experiencing uncontrollable drooling out of the left side of my mouth both alarming and embarrassing. I also have been experiencing uncontrollable whistling noises when pronouncing certain S sounds, etc. also devastating and embarrassing. The cost of this partial was $2,020. Dr. ******* also required and performed a crown, I am concerned about ongoing sensitivity when drinking cold liquids. I expressed this to them. I have paid Crestwood Dental...$1,403 plus $933.50 plus $221 plus $1,200 for a total paid of $3,758 to date with most recent payment of $1,200 being made on 5/15/23. After my treatment plan was substantially completed, Crestwood Dental refused to accept my Blue Cross Blue Shield Anthem Medicare Advantage Plan which provides me a guaranteed $1,500 per year toward partials, crowns and dental work. (I am 72 and living on a monthly $1,378 in social security). Now this August 2023, Crestwood Dental is demanding a final payment of $300. However before any more payments are made, Crestwood Dental must fully remedy these serious defects and deficiencies. "Re-make it digitally per their written claim." However, their only offer is to put me thru more grinding "adjustments" which are in effect wild guess attempts, subjecting patient to office experimentation in the hope they can somehow grind their way to correcting all imperfections and irregularities caused by their poorly executed group impression process. Grinding has never made partial fit tighter or more secure. In addition to above I was misled and I believe cheated by Crestwood Dental. They explicitly promised they were a Digital Dental Practice. No goop, no gag, no problems. They specifically presented that in writing. However, during treatment, they explained the labs they choose to not do digital partials. They had at first claimed it was due to "patient circumstances." I pointed out my 2 previous partials from ******* ****** were digitally made and the digitally made palette was a perfect fit, comfortable and a strong secure fit as well as problem free. ******* ******, however, on my most recent 2022/23 partial, the teeth were placed crooked! Giving me a horrible "toothless look" smile. They refused to remedy saying I should accept as is. That was my 2nd effort, my 3rd was Eureka Smiles. The partial they made had teeth set straight but having been a goop impression process and made of metal, was so poorly fitting it was extremely painful! They started doing adjustments (grindings) making partial less painful but resulting in partial becoming so loose, it would "fall out while talking!" making it unusable! Now Crestwood Dental wants to to do the same "grinding adjustments" experimenting, which I believe can only lead to the same result as was the case with Eureka Smiles. I have had these partials since I was 14 years old, 58 years is more experience than most dentists have. Note: Before 2022 my partials had always been a perfect fit with teeth set perfectly straight.

  Business response

  09/11/2023

  We have made numerous attempts to help the patient resolve his issues.  Unfortunately, he has decided to reach out to you instead of responding back to our efforts to help. From his past, experiences at other offices it can be seen how difficult his certain situation. There isn't a one size fits all answer to doing dentistry digitally.  Generally, when you are trying to replace many teeth with a partial an impression is still the standard. There were other more permanent answers provided to the patient to help but he wanted to try another partial.  We are here to provide extra adjustments and help the partial fit better. We are always here to help and want the best for the patient.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received the attached letter back in December 2021 that my dentist, Crestwood Dental, would now be out of network but that the dentist office would still submit the claim on my behalf and my insurance would reimburse me directly. in the letter it states that "We 100% will be accepting ***** ****** and billing on your behalf just like normal.........there may be a small difference in benefits coverage". I was told at my appointment in December 2021 by Dr. *******, as well as my appointment in June 2022 that there be a very minimal out of pocket difference for me. I paid ***** ****** $276 out of pocket on 6/28/22 for a cleaning and x ray. My insurance reimbursed me $114.30 which means I ended up paying a total of $161.70 out of pocket which means I paid almost 60% of the services out of pocket. This is not a small difference in benefits coverage. I called crestwood dental on July 12th to ask about the discrepancy and they offered no solution.

  Business response

  07/13/2022

  We sent the patient a letter stating that we will continue to accept ***** ******, however it would be considered out of network. It is the patients responsibility to speak with their insurance provider, as to what percentage of coverage they offer and what amount would be the patients responsibility. We have no way to get patient information from insurance providers due to privacy policy. ***** ****** has multiple plans, so again they would personally need to reach out to Delta to get plan information. We have a signed financial form that clearly states that the patient agrees to pay any balance due not covered by their insurance company.

  Customer response

  07/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I signed the financial form to agree to pay the balance after being told in writing (letter previously provided) as well as from Dr. ******* himself that the difference in coverage would be next to nothing. I was told in the letter as well as in person that the office would be taking care of all aspects of communicating with my insurance company on my behalf. For them to say that they have no way to get patient information due to privacy policy is a complete lie. At my last visit, I was told I needed a crown. The office contacted my insurance company and found out exactly what my insurance company would pay and what I would have to pay out of pocket. This service was never offered to me before my cleaning nor was I ever told that I needed to do so.
  
  Sincerely,
  
  **** *******

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