Complaints

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• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On about May 2023 I agreed to have dental work done to give me a better smile. This entailed a full restore on top and a lower bridge across 7 of my teeth. I had zero issues eating and my jaw was fully lined up when I spoke. I met with Kimber and she looked at my failed teeth and said she was going to give me a long-term solution for my issues that allowed me to smile and feel good about how I looked. She was so good at her pitch I assumed that she had done this before and that I was in good hands. I had to get a loan out for $10,000 and pay more money totaling about $15,000. Right from the beginning there were issues. I had NO CLUE they would be pulling all my bottom teeth. There was ZERO communication by the dentist they just started working. No one walked me through how the process went. After getting my "permanent" bridge I knew IMMEDIATELY it was not correct. I could drive a truck through the bottom and it didn't come close to meeting my gums. I told Kimber IMMEDIATELY I was not happy. She had me smile and said you couldn't see it. And said "give it time" Saldina a tech had also told me if I had any issues even if it was a year down the road they would make it right. I have now had 4 different improper bridges they STILL don't have my bite correct. I have overcompensated and am now talking out of the side of my mouth and they cannot fix the issues they themselves created. I haven't eaten properly in over a year. They state I signed something saying I was happy and that was NOT the case. At one point Kimber flashed a paper in front of my face and said it was agreeing to the treatment plan and she had forgotten to get it to me. These people are deceitful. They have unqualified people like Kimber making assessments on complicated cases like me and they have NO BUSINESS asking for money when they didn't complete the job correctly. I want my money back plus interest. These people should NOT be asking the office manager to assess their patients. It's deplorable.

  Business Response

  Date: 09/09/2024

  Patient ***** **** became a established patient with our practice on  3/22/2023. On this visit she had a full mouth of x-rays as well as a panoramic x-ray, these x-rays aided our Doctor to propose a treatment plan to *****. The treatment plan was discussed with ***** at length, the treatment included taking out the remainder of her top teeth  (7,8,9,10,11), doing an immediate full upper denture, taking out four bottom teeth (23,24,25,26) and doing a dental bridge (22-27-28). The need for this treatment was medically necessary and ***** was willing and excited to get new teeth. All treatment was signed for and explained to ***** at length by Dr. R******, the Dental Assistant and staff. The treatment went as planned on 4/13/2023. On 5/4/2023 ***** had the work on her top arch completed and was very happy with the outcome of her top full denture. ***** came back to office on 6/14/2023 to finish and insert her final bottom bridge. She did not like the size of the teeth so we returned the bridge to the lab and had it re made at no extra cost to *****. On 6/29/2023 ***** came back into office for the second attempt on inserting the bottom bridge and she was very happy with this bridge. She signed consent for the bridge to be inserted permanently, which is standard policy at our office. ***** was once again very happy with the bottom bridge and even told the assistant how she has had so much more confidence and has been **** to get a new job because of her new teeth. ***** was advised that if her denture broke, she can get it fixed within a year and it would be at no cost. The next step in her treatment was to make her a bottom partial denture to replace her bottom back missing teeth. Impressions were taken on 7/6/2023. The office made multiple attempts to get ***** in to deliver her lower partial denture. We called on 7/20/2023, 7/27/2023, sent email on 8/21/2023, called on 9/12/2023, and called on 7/25/2023. ***** came back in to the office on 4/18/2024 to pick up her lower partial denture and stated that "she was very happy with them and that they looked so much better then having gaps". The same day on 4/18/2024 ***** came back into office and asked to speak with the Manager. She was told the manager would be with her as soon as possible but it could be up to 30 minutes because she was with a patient. ***** then approached the front desk took her partial lower denture out of her mouth and said she was not taking this with her she said she is not happy with the way it was made and that it was shoddy work. Our front desk associate asked her to stay so we can address her concerns and make any adjustments needed but she refused. She then went to the restroom where she retrieved a paper towel and she said I'm going to leave this on the managers desk and she left the office. Our Office Manager called her to see what the office could do and she returned to the office on 4/22/2024. The office had called their technicians from the lab that fabricated the partials to come in and address her concerns. At this appointment ***** brought up concerns about not just the partial, but her full upper denture and her permanent bridge on the bottom. The Dentist agreed to remake the full upper denture, the lower bridge and the lower partial all at no additional cost to ***** even though it did not meet the guidelines of replacement. On 5/29/2024 we started the prosses of remaking the lower bridge. This had to be the first step, as the fixed restorative work had to be done before any remov**** work could be redone. The next four appointments in the dental office went well and the laboratory did everything in their power to make ***** happy with her bottom bridge. She refused every bridge that came back but we wanted to remake it until she was happy. On 8/16/24 an assistant received a text message from **** at ****** **** that stated (I know you are off today but I wanted to give you a heads up, we got a call from ***** ****, bottom line is she doesn't want us to finish the case now. She wants a full refund and she is seeking legal action. The assistant spoke to our office manager on Monday 8/19/24 about ***** and she stated that ***** left a message on the office phone requested a call back. The assistant called her to inquire about her concerns. ***** immediately started screaming and using vulgar language on the phone. She stated that she was never been happy with the work that we provided from day one. The assistant informed her that she got her original bridge inserted on 6/29/23 and never came back to the office or had concerns with the bridge until almost a year later. On 5/29/24, when she came in and demanded that we remake the bridge at no cost because she did not like it. The office manager and Doctor agreed to remake the bridge for her at no cost because she was unhappy. After that we have made multiple attempts to insert the bridge which ***** never liked. This has all been at no added cost to her and hours of free chair time as well as free remake material costs from Access Labs.On the phone ***** stated that the only thing that will make her happy and make all this right is for us to refund her all the money she paid as well as pay her for her pain and suffering. She continued to say that if we don't do that she will sue us and take it to the Supreme court if she has to, ***** also said that under no circumstances do we (the office) or that (****) Office Manager try to contact her again or she will file suit for harassment.