ComplaintsforCleveland Dental Institute LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  May 7th, 2024 I had a root canal done at this establishment. I was referred to this facility for a local office. This facility is over an hour away from me. he work was partially done and was told that I needed to get pre-auth for the crowns and they would schedule me for finishing the root canal and crown when the preauth came in. The pre-auth was approved on May 9th by Delta Dental. . I been scheduled for May 23rd, June 3rd, June 14th, and June 25th to finish the root canal which have all been canceled by the institute. Each time I was told about the cancellation until the day prior when I called to confirm the appointment. The last time I was spoke with someone at the main office and not the call center and was told that the call center doesn't have the Specialist schedule and that why it been rescheduled several times. I called today 6/24/2024 to confirm my appointment that I made with the main office that has the specialty schedule and I am not on the schedule. I asked to speak with the main office and she said she could not. I asked for a supervisor and she said she could not get me to a supervisor. She placed me on hold and came back and told me the reason I had been rescheduled so many times is that my pre-auth wasn't finalized. I told her it had and she told me she would have someone else call me back. I have been on the phone with this company for almost 2 months. I can't get my root canal finished somewhere else because it is a liability(I called several other dentists who told me I had to finish with the original company). I have had a hole in my tooth since May 7th, I can't eat on that side of my mouth, I can't chew gum or anything stick. This has been a nightmare. I paid for this service that isn't finished. I have been pushed around and I feel helpless because I can't go anywhere else. I want to get the service that I paid for done.

  Business response

  06/25/2024

  Hi Melissa,

  We are sorry for any inconvenience. We contacted the patient and reschedule her with the endodontist in our other location.

  Thanks

  Sam

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ****** *****
  
  Hello, 

              I filed a complaint on 6/24/2024. I thought the company was resolving the issue by scheduling me for 7/5/24. I called today around 12:35 pm to confirm the appointment with tomorrow being the Holiday. She confirmed it and even texted me the address to ensure I had it right. I got a call at 5:28 pm, That I couldn't answer right away advising me that I needed to reschedule because it was at the Lee rd location and not Shaker. I called immediately because they closed at 5:30 pm The representative Miriam wasn't able to keep my appoint because it was blocked. When asked about the supervisor she told me she isn't authorized to get me one. I have the voicemail. I have filed a complaint with the Attorney's General Office (Compliant number is *******). I have sent a letter to Delta Dental for a Quality of Care complaint. On Friday, when the Ohio Dental Board is open, I will be filing a complaint.  I have taken time off and I can't get this back. This is affecting my work and school schedule. I am demanding to get this resolved and potentially refunded something back. I can't go anywhere else as this is considered a liability and I been refused by other dental offices

  Please reopen my case, for further assistance. 

  
  
  
   

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was first told I could be a walk-in to get my teeth looked at which was a lie when I went in after calling off work to do so I was told it’s for emergency dental only so then I was scheduled for a dentist appointment at Cleveland Dental located in Miami Valley Hospital for May 29 at 11am which got cancelled today due to them saying the dentist won’t be in office. So now once I call to get rescheduled they are telling me I have to be pushed back all the way to August for my appointment due to their availability which is such an inconvenience to me and not fair to me due to their dentist not being in office. I have a job I can’t just keep calling off and when asked to speak to a supervisor was told they will call in 3 days which I’m sure won’t happen. They are VERY unprofessional and I feel patients shouldn’t have to suffer due to an inconvenience based off the dentist it’s not like I canceled on them they canceled on me and now I’m being faulted for it. I am very very upset and angry and I don’t have anywhere I can go because nowhere else accepts my insurance so now I’m being punished for it and I can’t wait 3 months to be seen. This is so disheartening and they don’t care for their patients in the way they should.

  Business response

  05/15/2024

  Hi Melissa,

  The office manage to contact the patient and bring her back to her original appointment 5/29 with a different dentist.

  Thanks

  Sam

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was seen as a patient at Cleveland Dental Institute Office located at their Dayton office inside Miami Valley Hospital on 7/17/2023. I brought with me a letter from my insurance provider approving the treatment I needed done, and the X-ray with referral that I had been given to me by my dentist. The Dentist I was seen by told me of an option that would not be covered by my insurance but, that I could make a deposit and pay the rest at the end of my care which I was told would within 4 weeks of my appointment on 7/17. I made a $800.00 that day with the understanding that I would have my much needed and very important dental work done. I never received a call, and I called them numerous times. Once the fourth week passed without a answer or a return call, I continued calls asking what I should do to no avail. During one of the conversations, the person I spoke with I was advised me to "return too the Dayton Office for a refund." I went to their office and was told that "they would be mailing a check." When I asked why this happened because, I thought they were going to help me, I was told that "some of their dentists (while they are licensed) just don't do their jobs but, they're working on cleaning up the practice." It is as if I got a crappy but, they didn't care. I have been told that "the supervisor would return my call," "that it's call center, and they only take messages?" I've contacted Ohios Attorney Generals Office and opened a dispute with my Financial Institution. There was no service provided to or for me. Their actions are unethical and follow negligence as it relates to my dental care. I just want my money $800.00 that I gave believing that I was going to get the medical care I needed. Them holding my monies for almost 3 months now is preposterous, misuse of funds and should be against the law. I have all my documents for review if needed. I appreciate your time and assistance in this matter. Professional Competence and Due Care. Council on Ethics, Bylaws and Judicial Affairs of the American Dental Association, as provided in Chapter XII of the Bylaws of the American Dental Association

  Business response

  10/06/2023

  Dears,

  We are sorry for the unpleasant experience, We had some communication issue with the office. Once we informed, a check was mailed to the patient.

  We let her know that we don't do IV Sedation in Columbus area at this time and we offered her to come to our Lee location to do it.

  We are so sorry again for this experience.

  Regards 

  Customer response

  10/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their explanation is ludicrous, and honestly, a insult to me and my health. I was to be contacted by the Columbus Office to schedule for the procedure I needed done because, they do not do that type of care at their Dayton location. I reached out to them multiple times to check on the status of my appointment, when I would expect a return call and that was over the five weeks I patiently waited. They showed no standard of care, and went against a physician code of ethics. My two front lower teeth are broken. I've had to eat in pain, I have type 2 diabetes and a intracranial shunt, and l have worried about them becoming infected, abscess and it entering my blood stream. They were negligent in my care and it had nothing to do with the excuse that gave on this forum. 

  Since 7/17/2023 they did nothing for my care and wrongfully kept my money. Not one time did they try to reach me until I filed a complaint with BBC. I made countless calls, sent emails even reached out to them on Facebook and I get that reply? 

  All physician take a oath.

  Regards,
  
  ****** *******
  
  
  
  
   

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very unsatisfied with the my dentures I have complained and been seeking my refund for the past 2 months and for them to tell me the person in charge of the refund is not available the dentures have also chiped my teeth creating cracks in my actual teeth I already have I am very unsatisfied and want my money back also the card I paid most of my money is not valid anymore so I need my funds transferred to my new account.

  Business response

  03/23/2023

  Hi *******,

  Our records shows that we saw her last time on 3/5/2020 for a different treatment.

  We didn't do any dentures for her. Can she provide you with more information.

  Thanks

  Sam

   

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****** **
  
  
  
  
   

  Business response

  03/23/2023

  Dears,

  We delivered the denture on 1/20/2023. The patient signed a delivery form where he agreed that he is satisfied with his denture (attached the signed form).

  At this point if he would like to do any adjustment we are happy to do it with no charges.

  Thanks

• Initial Complaint

  02/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dentures list I’ve gotten 4 different stories it’s been 4 months since I started this process. The last time I was there 1/13/23 for final fitting the sat there in dentist chair for 1.5 hrs then was told dentures were lost. I’d like my money back that I have paid so far. I’ve gotten the run around ever since

  Business response

  02/23/2023

  Dears,

   

  I informed by our Ashtabula office that this matter was solved with the patient.

  They are trying to contact them so they can inform you about it.

   

  If you give me some time and I will keep you posted.

  Thanks

  Sam

  Business response

  02/28/2023

  Dears, 

   

  Please find below the reply I got from our Ashtabula office:

  The patient came back on 02/13/2023 and we did a try-in for her upper complete denture. The try-in was good and she will come back for denture delivery after we receive the denture back from the lab. When the patient was here she had no problem and she left happy with no  complaints.

  At the same time I can see that we sent her case to the lab.

  We are in the process to verify her insurance and refund her what ever amount that is covered by the insurance.

  Thanks

  Sam

   

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 21 2022, I went to this facility for a routine dental checks. Due to my crooked teeth and overbite, I requested to have an invisalign. My insurance covered most part of the cost so I was supposed to pay $400+ out of pocket and I made a deposit of $168 upfront. I waited for months to be called in to pick up my prescription but that never happened, so I reached out to the office for a refund and they've been tossing me here and there. I have been patient enough since it's been over 5 weeks now but I've still not received the "supposed check" the office manager claim has been sent to me. I need my refund ASAP. Thanks

  Business response

  12/22/2022

  Dear Ms. *******,

  I apologize for the delay in the process of your refund. We are working on streamlining our policies so as to eliminate issues such as this going forward.  Upon review of your account, we did determine that your refund was not granted and immediately processed it to the **** card you used on July 21, 2022 ending in ****.  I have attached a copy of the credit card return receipt that I received once the refund was completed.  Please accept our humblest apologies for delay.

   

  Sincerely,

  Natalie ** ******

  Chief Financial Officer

  Cleveland Dental Institute, LLC

   

   

• Initial Complaint

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started going to Cleveland dental institute a couple of years ago for upper and lower dentures. The process took awhile because my husband became ill with cancer. I therefore, had to cancel appointments due to his care. He passed away several months ago. Everytime when I did make my appointments they would tell me there was no charge for my dentures, that my insurance had covered the cost. I was delighted. Next to my last 3 appointments for fitting I gave them my new insurance company. I was told I was covered. On the appointment to finally get my dentures, I was told that I owed 890.00. I was told that the insurance company didn't cover all the cost, I was in shock. I told them that you have been telling me every since I started coming that I was covered, now that I come to get my dentures you spring a 900.00 bill that must be paid in full on me! I told her idon't have that type of money! I reminded them what I was told over and over, that I was covered. She acted as if she knew nothing about what I was told. I could have been cutting back, cutting corners to save up for my dentures. They waited until I was totally in awe of my new look, to disappoint me like this. I am devastated. How can a professional business do a customer like this!? Especially a medical facility. Now, I have to start from scratch, I lose, their lab lose, they lose. I truly don't understand how someone can do this. I was so happy, so please with their staff, a student and my new look.

  Business response

  12/02/2022

  I hope that this message finds you well. I am Cherie, Chief Administrative Officer with the Cleveland Dental Institute and at this time I would like to follow up on the recent complaint made by ***** **** *****, a patient at our Shaker Office location. After reviewing the patient's chart and ledger we found that the information provided in this complaint does not match the information that we have in their file.To get more clarity on this situation and possibly reach an agreeable solution with the patient as we greatly value their service we attempted multiple times to contact them. However, there was no response to our calls or voicemail messages. Based upon this information we would like to state that we took all the necessary actions to rectify the matter but due to failure to make contact unfortunately we could not. As this is entirely the decision of the BBB to publish this complaint we wanted to clarify our actions and efforts to provide good customer service. Thank you for communicating this to us and if anything further is needed please let us know.

  
  

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been selected by Cleveland Dental Institute CDI to a 2-year residency in general dentistry starting July 2022. The acceptance letter and the resident agreement were sent by email in January 3rd, 2022, stating that the tuition deposit should be submitted before January 28th, 2022 in order to secure my position. The amount of the residency program tuition per year was exorbitant, making the deposit fee $32.000.00 (which is 41.5% of the total amount). The contract that I have to sign as a resident mentioned that in case of a voluntarily withdrawal from the program prior April 15th, 2022, the resident will be entitled to a refund of $10.000.00 from the initial deposit (which is 31.25% of the deposit). After signing the contract and sending the deposit January 24th, I had to withdraw from the program by February 17th, not being able to secure a loan for the rest of the tuition fee. Even with a valid reason, an early withdrawal and with filling the position with another resident the same day, CDI sent me a check with $10.000.00 on April 4th with no explanation nor a negotiation. I found all this procedure unethical and unprofessional. The thought that CDI team taking advantage of a desperate doctor like me to get into a residency program is just inadmissible. First, by the tremendous amount of money they are taking: $22.000.00 of deposit for just 2 weeks. Second, by the lack of communication with me during all this time concerning the amount of the refund, how and when will it be. CDI has been ignoring my voice messages and emails. Again, we are talking about dentists and professionals, including myself and this should not happen to me or anyone else. Lastly, I believe that taking advantage of people in need and their finance is never and will never be ethical. I would like a reconsideration for full relief based of the aforementioned reasons.

  Business response

  05/24/2022

  To: BBB Serving Greater Cleveland
  ATTN: Kristie Angel
  Re: BBB Complaint ID ********
  On behalf of the Cleveland Dental Institute I would first like to apologize for the dissatisfactory
  experience **** ******* has had with us. As we aim to provide the highest level of customer service and
  satisfaction, educational advancement and career opportunity for our residents it greatly saddens us to have
  matters such as these arise.
  After further and review and investigation into this matter we regret to inform the residency candidate
  **** ******* that we are not able to issue any tuition refund at this time for the following reasons:
  **** ******* was made fully aware that the down payment for the tuition was due on a specific date. They
  were then instructed that there was a two week deadline for their decision to be made in regards to
  accepting the offered position and joining our residency program.
  Their acceptance letter was sent on Monday, January 3rd, 2022. Within this letter the full amount of tuition
  was provided as well as the deadlines for their tuition payments. We greatly emphasized to review Article I
  in the contract carefully as it provided very detailed information regarding tuition payment and expenses. A
  copy of this letter has been enclosed as well for your reference.
  The finalized contract was sent to **** on Friday, January 7th, 2022. On this date **** signed the
  acceptance letter and accepted their position in our residency program. The contract was officially returned
  to us on Monday, January 10th, 2022.
  Now if only **** had withdrawn from our program prior to completing their down payment then there
  would not be any responsibility or payment obligation towards our residency program. However, ****
  signed the contract and shortly after that on January 24, 2022 we received their tuition payment.
  
  Therefore, the candidate was allotted enough time to determine whether they would be participating in our
  program or declining the presented offer following the letter of acceptance. Please note that their confirmed
  acceptance of the position and decision to commit to our program prevented other candidates from having
  the opportunity to join our program as this spot was now reserved for ****.
  Lastly, **** requested their withdrawal on February 17th, 2022 and unfortunately at that time it had
  exceeded our 6-8 week deadline for withdrawal and it is very difficult to find another candidate to replace
  them within such a short time frame for the admission and onboarding process.
  While we understand that this is an inconvenience for them, our organization does allow this candidate to
  reapply for the next semester of our residency program however we cannot guarantee their reselection for the
  program as it would not be fair to other qualified candidates.
  Again, customer satisfaction is very important to us, but we have a strict policy for our residency candidates
  and their tuition cost and expenses. Our policies are in place to ensure the highest quality, standards, and
  values that our company believes in.
  We hope they will consider Cleveland Dental Institute in the future for their dentistry education and career
  needs.
  Sincerely,
  Cherie G*****
  Human Resource Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩