ComplaintsforGrace Dental Smiles

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *************************** *************************************************WHILE SUFFERING FROM A TOOTHACHE I WAS LOOKING FOR AN OPTION FOR RELIEF AND REPAIR. I FOUND GRACE DENTAL THAT ADVERTISED A PAYMENT PLAN OF 98 $ MONTHLY. I AM RETIRED AND 71 YO. I AM ON A FIXED MONTHLY INCOME . I MADE AN APPOINTMENT AND WAS SEEN. THE DR RECOMMENDED FULL DENTURES AND THAT I COULD BE PUT ON A PAYMENT PLAN. THERE WERE 5 EXTRACTIONS NEEDED AND THE *** I WENT FOR THEM THE DR EXTRACTED ALL THE TEETH IN MY MOUTH . WHEN QUESTIONED ABOUT WHY HE TOLD ME THAT IT WAS NECESSARY FOR THE DENTURES. I WAS NEVER OFFERED AN ALTERNATIVE TO THESE AND THE SECRETARY TOLD MR SHE HAD PASSED THE CREDIT PLAN AT NO INTEREST FOR 24 MONTHS. I FEEL THIS IS AN UNFAIR PRACTICE AND THAT THE PROFESSION OF DENTIST SHOULD OFFER COMFORTABLE OPTIONS TO ITS PATIENTS. THIS PRACTICE IS GEARED TOWARDS MAKING MONEY FOR THE BUSINESS NOT THE PATIENTS. THE EXTRACTION WAS DONE 11/22/2023 AND HAS NOT BEEN COMPLETED AS OF 4/17/2024

  Business response

  05/02/2024

  We have received this complaint regarding patient *****************************. Patient's initial visit with us was on 11/13/2023 for a palliative exam. Patient's chief complaint for that visit is as follows "I need Dentures" Patient had a full exam and given a full treatment plan. Patient was made aware that in order for us to fabricate Dentures we would need to extract un-restorable teeth. Due to the severity of the decay and broken down teeth Patient understood and was made aware he would need to do extraction of all remaining teeth in order for us to make dentures. Patient agreed to treatment of fabricating immediate dentures first, extractions second and the final dentures after healing. Patient signed a treatment plan in the order the treatment would be rendered. We offered a payment plan option through Carecredit, patient agreed to doing the application to see if he would get approved. Patient applied for carecredit and was approved for $10,000. Patient was given receipts of those transactions through care credit and he was made aware that the payments would be made directly to carecredit on a monthly basis at 0% interest free. Patient came back to the office on 11/17/2023 to extract all remaining teeth, place bone graft and membrane. Patient was also given his immediate dentures to wear while he is healing since most surgical procedures require 6-8 weeks. After extractions patient was seen on 11/22 and 11/28/2023 for no charge post op evaluations. Dentures adjustments were made on his immediate dentures which he would wear until his healing is complete due to the inflammation of his gums after the extractions. During this time patient reported no pain or complaints. His final dentures were started on 3/12/2024. Patient had visits two week apart for the fabrication of his final dentures. On April 19 we received a dispute from Carecredit stating patient is disputing his charges. We called ******************** and he stated he told carecredit that due to a recent change in financing he is unable to make payments and was told to dispute the charge and send a complaint to Better Business Bureau. Since day one patient knew his entire treatment and how long the treatment will take to finish. We always give our patients options for their dental treatments and would never force anyone to do something they don't want or understand. We are in complete shock with this complaint due to the fact we were transparent with ******************** since day one. Attached are all treatment plan consents, Care credit application and the signed payment receipts. Please let us know if there is anything else we can do. Thank you in advance and we hope we can resolve this matter as soon as possible. 

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved                                                                                                                                                                                                                                         THE FACTS STATED IN THE RESPONSE DO NOT LINE UP WITH THE ACTUAL CONVERSATION.after the consult at which time i told the dentist my status which is retired and on a fixed income i could not afford the dentures. i was told he would see what he could do. The secretary came to me and stated she had ran and got credit for me to cover any work done. The rate was set at no interest for 24 months. i was not aware that the total ********* was charged at that time.with my finances i cannot pay that and i was handed a page o was told was the treatment plan but didn't have anyone explain it to me.When i spoke to the Dr he said he would compensate me by doing implants . then ii was contacted by the credit company and informed them the length of term was unacceptable and i needed it to be adjusted to pay. i recently received a call from grace dental telling me my service is now on hold until all of this is resolved. If need be Ill seek counseling to resolve this. 
  

   

   

   

   

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  Sincerely,
  
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