ComplaintsforWhole Health Dentistry

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 28, 2022 I went to Whole Health Dentistry to have my upper partial plate tightened. Yes, it was loose, it would randomly come out at times. It was embarrassing and I told them, and my previous Doctor, *** ***** that I would like to have it tightened if possible. I had talked to *** ***** about this at his old office, I was in NO hurry to have it done, it just needed to be tightened because as I stated it would drop down at times. I go in to have it done, by who I THOUGHT was a professional, and after almost an hour of her messing around with my partial plate, it was damaged so badly I made her stop, she said it was back to where she started, it was NOT, by a LONG shot. I could not wear my partial out of the office and in fact was crying as I left the office. I called my husband in tears, hysterical over what had just happened. I called Whole Health once I calmed down and asked to talk with Dentist and owner ****. I explained what just happened, and she didn't seem too concerned. She ended up making me an appointment for the next day, very stubbornly, acting like I could just live with the partial like that. Mind you, I need to get a root canal done, which I MUST have because my partial wraps around that particular tooth. Also, I suffer from MASSIVE migraines, which ****** ******* FINALLY managed to get under control, so I now can manage to live without these horrible, debilitating migraines. So, I go Friday to see ****, she messes with my partial some, makes it better than it was from the day before. However, it STILL is completely messed up. I cannot wear it. It gives me the WORST migraines. All I got from **** was an offer to have a flapper made. Well, if I do that, I can't replace my partial for 4 years. What if I don't like the flapper? I've never had one. They all act like it's no big deal because I needed a partial anyway. I did, but NOT NOW. Now I NEED one. Now WE have to pay for one out of pocket, due to needing the root canal AND the partial.

  Business response

  08/22/2022

  [[BBB TRANSCRIPTION VIA FWD EMAIL FROM THE BUSINESSS ON 8/22/2022]]

   

  August 12, 2022

  To whom it may concern:

  We have received a complaint via the BBB from ***** ****** in which she states she wants our office to replace her existing partial, which she claims was "destroyed" but which she was able to wear out of our office after her appointment.

  ***** ****** was seen for the first time in our office on July 28, 2022 as an emergency appointment because she was unhappy with her existing partial. She explained that her partial was loose and would fall down when she opened her mouth or when talking. *** ****** stated that the upper partial was 7­-10 years old, but dental insurance records from her previous office show it could possibly be 23+ years old.

  *** **** recommended that the partial should be replaced due to its age and condition. *** ****** didn't want to replace it at this time and only wanted it "tightened". Before we attempted to adjust the partial *** ****** was informed that it would not fit the way it used to, and *** ****** stated "I understand. Anything is better than how it is now."After paying and leaving the office, *** ****** called back cussing and angry with the way the partial fit, demanding to be reseen. She was rescheduled for the following day.

  Again, *** **** recommended that *** ****** replace the partial, but the patient said no. *** **** readjusted the partial until *** ****** said it was better. *** ****** complained about the cost of a new partial because she stated she knows she also needs a root canal. *** **** explained to her that she could get a flipper instead of a partial at a much lower cost until she could move forward with a replacement partial. *** ****** seemed very interested with the flipper option when she left that day.

  We have not heard back from her until we received the complaint from the BBB, complaint ID ******** wherein she is demanding we pay for a new partial to be made for her which is unreasonable and ridiculous considering the partial was at its replacement age and she came to us, unhappy with it in the first place. She sought our help, not the other way around, for a reason and is now demanding free services and goods.

  To summarize: *** ****** came into our office unhappy with her existing upper partial, it was recommended she replace it, she chose not to. She insisted she wanted it adjusted. She understood that it would not be like new. She is unhappy with the adjustments and now wants our office to pay for a new one. With respect to *** ******'* financial circumstances, we have offered different options, but we are not responsible for her preexisting issue with her partial, or her existing need for a root canal.

  ***** ******

  Office Manager

  Whole Health Dentistry

  *** * ******* **

  ***** ** *****

   

  *Please see attached

  Customer response

  08/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  My partial is NOT 23+ years old for one, it is approximately 7-8 years old. *** ******* from *** *** ********* had those made for me. Then, after *** ******* retired we started seeing *** *****, for about 2 years, maybe 3 years. Then, he merged with whole health. I had SPOKEN to *** ***** about adjusting my partial, there was no plan in place to do so.

  The day I did go to Whole Health to have my partial adjusted it was NOT an emergency, it was a regular appointment. I had the appointment scheduled for weeks in advance, no emergency involved. Also, I DID NOT PAY ONE RED CENT upon leaving. I did not pay at all. I NEVER said the partial would fall out all the time, I said it would OCCASIONALLY fall down when I would talk, NOT ALL THE TIME. This was NOT by an means of the word an emergency for me. They are bringing my finances into this and my finances are great, I just didn't see the need to have to pay out of packet for something that cold wait for another year. Yes, I did have a root canal, I knew I had to have one to save the tooth that the partial attaches to, what I did NOT need was a new partial IMMEDIATELY. It was back burned for 2023. There was nothing WRONG with my partial, nothing that waiting six months wouldn't cure. They, however fast tracked that with their  negligence due to not knowing what they were doing upon adjustment of the partial. 

  When I left Whole Health, I left, again. not paying ANYTHING in tears, distraught that the partial was destroyed. It was in my purse, not my mouth when I left. I called my husband when I got to my car, telling him what was going on, again hysterical that this happened, these are my TWO FRONT teeth. I have lived almost my entire life (since I've been 8 years to 10 years old) and I have NEVER, EVER had to go without my front teeth. I've always had something there, silver teeth, caps, partials. Never have I ever had such worthless, degrading, humiliating experience ever. I then call Whole Health while I am driving down the road and asked to speak with one of the owners. I was told **** was in surgery and would be all afternoon. All I did was leave my phone number and ask for her to call me, I knew they would KNOW what was going on. I was still crying when I called, I NEVER cussed at anyone. During this and so much after,  the humiliation they keep seeping onto me is so degrading!!! To hear the lies they are telling in response to this compliant just makes everything a million times worse! When I went in a second time with ****, she worked on the partial, but she knew it didn't sit correctly. She knew I couldn't eat with it in. So, what good was it? I couldn't keep it in, I couldn't eat with it. I was so discombobulated that there was nothing to be done but throw it on the bathroom sink and go without. I still have it and still can't wear it! IT DOESN'T FIT! I start back to work at a school system on August 24, in 2 days, and the humiliation, degradation, and total embarrassment is going to notch up three fold. And to add to it all, they sent me at BILL. A bill, so how could I have paid? The bill was for 20.34, I never paid the for either day. I don't feel like I owe them anything. They damaged my 7-8 year old partial, then lied about everything surrounding the situation. 

   

  Sincerely,

  
  ********** *************

*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. ↩