Complaints

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This is the dentist I did clear correct with. Invisible aligners to straighten my teeth. My retainer broke 3 months ago and I had called to order a replacement. I was told one would be ordered then mailed to me. After 3 weeks of not receiving anything, I called and Dana had told me it was there and they needed a credit card for payment. I told her I was told when I completed treatment the retainer replacement was free now I was being told it would cost me $200. Well, I paid the $200, plus $10 so it could be sent priority mail. This was on January 3, 2024 when I paid $210. A week went by, no retainer still. I called, Dana said oh sorry thought they mailed it out, will have it sent. Another week went by and I called again, Dana was out and no one else but her could help me, this is what the receptionist told me. I checked my mail the next day the retainer was there. I tried to put it in my mouth, did not fit my teeth. I went to *** the next day and paid $12 to overnight it back to them. I called and said I returned it and confirmed they received it but Dana was not in that day. Called again the next day, Dana was not in. Called again the next day, told Dana it does not fit and also explained I would be going to see a new dentist and to refund my money for the retainer that did not fit. She gave me an attitude and said I don't think you can get a refund. I said, I ordered a product, the product did not work and I sent it back. How am I not able to get my money refunded? She said she would have to check and would get back to me. It has been a week, I have heard nothing. I called her today, left a message with the receptionist for Dana to call me back, she has not. They are not open on Fridays. They have been unprofessional and irresponsible. I just want my $200 refunded for the retainer that didn't fit that they received back from me. I would really appreciate someone helping me with this matter.

  Business response

  03/26/2024

  The business has responded however they have asked that their response not be published due to privacy concerns. 
  

  Customer response

  04/03/2024

  In response to the company saying I was non compliant, that's a lie. Just another case of not wanting to take responsibility, classic. I wore my trays as directed for 23 hours a day. It is not my fault that my teeth did not come out the way they should have. Additionally, customers cannot have any contact with clear correct apparently. They will only deal with the dentists. I have no documentation as the dentist was in full control of all that documentation. I received one retainer at the end of my treatment. That one did not fit because my teeth did not come out the way they should have. So, they took impressions of my teeth at that point and ordered a new retainer. That retainer I had and still have up until this point. I told them back in January I needed a new one as this one broke on me. They ordered a new one and I paid for that new one and for shipping. Took 2 months to finally receive it and to my surprise it did not fit my teeth. They sent me a retainer of how my teeth should have looked and did not. The dentist had impressions of what my teeth looked like at the end of treatment so there was no reason for messing up the retainer as the dentist had the impressions and pictures. The next day after receiving the retainer that did not fit, I sent right back to the dentist and they received it 2 days later. I told them I wanted a refund. At that point I was beyond frustrated with the dentist and their unprofessionalism as anyone would be so I just want a refund and I will find a new dentist who can assist me better. Simple. I paid for a product that did not fit, I returned that product and want my money back. I do not wish to do business with unprofessional and dishonest people which is my right. I appreciate your help with this matter. Thank you.

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