ComplaintsforWillamette Dental Group

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay a monthly premium of almost $100 for myself and my husband to be seen for dental services by Willamette Dental Group. This is one of the options for dental health care offered through my employer. The plan we pay for allows us to get 1 annual cleaning and exam. We have to call to schedule the exam in order to receive the service. If I call months in advance, they say it's too far out, and they recommend I call around four to six weeks out. When I call in the suggested time frame, they say they can't schedule me because they are booked and have to add me to the wait list. This is the third year in a row that I have not been able to receive the annual dental cleaning services that I pay for through my monthly premium. My yearly cleaning and exam has been pushed out months past when it was due for three years now, and this year they say they can't schedule me at all. They need to either use a better scheduling system, or they need to refund premiums if they cant provide the services their clients are paying for.

  Business response

  06/20/2024

  Good morning,

  Please see the attached response letter. 
  

  Sincerely,

  Member Services
  

   Administrative Headquarters

  Willamette Dental Group P.C.
  
  Direct: ************, option 2
  Fax: ************
  ***************************************************************
  www.willamettedental.com
  ***************************************
  CONFIDENTIALITY NOTICE: This e-mail may contain information that is privileged, confidential, or otherwise exempt from disclosure under applicable law. If you are not the addressee or it appears from the context or otherwise that you have received this e-mail in error, please advise me immediately by reply e-mail, keep the contents confidential, and immediately delete the message and any attachments from your system.
  
  

   

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 10, 2024. I called Willamette Dental Group in ****** to make an appointment. This was the second call in a week or so. There are 2 local dental offices. Willamette Dental in ****** and Willamette Dental in ***********. I chose the ****** location. I was unable to make an appointment at either location on both my first attempt and my second attempt. There are no appointments available. Period. I was placed on a waiting list. The operator told me that it will be a long time, as the list is very long. When i called today, the gentleman on the phone told me it may be a couple of months or more before they even call me to schedule an appointment. I am paying each month for dental insurance and not being able to use it. Why pay for a service that isn't even offered? That is not right at all.

  Business response

  06/21/2024

  See attached. 

  Customer response

  06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Willamette Dental in ******, ** on January 11, 2024, with a crown that had broken off. X-rays were taken of the tooth. The dentist told me that he was referring me to the periodontist. He did not elaborate as to why. He told me I had an infection that had may have entered the bone and gave me antibiotics. He declined to give me a temporary crown. When I was leaving, the receptionist said it could take three weeks to get a return call from the Perio specialist. I had heard nothing after 3 1/2 weeks, so I called the office. The receptionist said I was denied for an implant. I had no idea that was what the consult was for. I told her that I had no temporary on my tooth. She said she would check with the dentist, and I never heard back. After that, I called every few weeks asking for assistance, or an appointment. I finally got a sympathetic receptionist and made an appointment for the earliest available, which was June 19th. I knew I had an infection and was very upset that I had been ignored and my treatment mishandled. In desperation, I wrote a letter of complaint to the company, and surprise, they called me the next day and made me an appointment for the following day, Tuesday May 7. I came in on May 7, and the tooth had to be extracted. It took one solid hour to extract the tooth. The dentist told me it was in many small pieces. I told him the tooth would have had a much different outcome if he had followed up with me four- and one-half months ago, when I first had the problem. He did not deny this was true. I had another infection, which Willamette was willing to let me have until June 19th, had I not written the letter of complaint.I have been mistreated by Willamette Dental and would like to know whether or not this qualifies as malpractice.

  Business response

  05/15/2024

  I have attached the BBB Response Letter for the above patient. 

  Customer response

  05/23/2024

  I would like to find out my options for replacement of my tooth and costs. I don't feel I should be responsible for them.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Willamette Dental Group in ********* off of ******* road for a crown that broke. During this interaction they put a temporary crown in my tooth. I made an appointment to come back and have it completed in 2 weeks. Unknowing to me they wanted to do a cavity at that next visit and not the crown I argued with the dental assistant saying that the crown needed to be completed then the dentist came over and told me I didn't know what I was talking about. So they did the cavity and not the crown and then they made me do a cleaning prior to the crown being completed. The temp was put on wrong and the tooth was filed down too much and because of the time between the temp and the permeant crown I developed an infections that ultimately meant I lost the tooth. They refused to give my money back. Fast forward to March 2024 the tooth broke that they did the cavity filling in and I had to go in and have the tooth fixed. I used a completely different dentist who let me know the filling fell completely out and wasn't bonded to the tooth and that they drilled too close to the nerve and the gums were completely overgrown and sore. I will need a crown on this tooth now and it may take a year for it to heal from the damage that was done. This Willamette Dental Group should come with a warning as no one should have had to go through what I went through and pay for that torture.

  Business response

  04/08/2024

  Please see attached. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Willamette Dental Group insurance through my work. I have gotten in ONCE since getting insurance in February of 2023. My last appointment was in July of 2023 and I was told I need multiple fillings and they were unable to do them that day. They also were unable to do anything for my TMJ. I have not been able to get in since for the fillings, despite pain in my teeth. I have also not been able to get in despite extreme jaw pain that has left me unable to eat. Despite multiple times calling over the year, they have told me that they are not scheduling appointments and I can be put on a waitlist. They tell me theyll put me on the waitlist each time. The next time I call, Im apparently not on the waitlist anymore, but theyll put me back on it.I pay monthly for this insurance and Im unable to use it! I have to now shell out money for private dental insurance and go somewhere else (where they got me in right away and helped my TMJ!). This place is a scam. And to make it worse, I still have to pay their premium monthly, which is disgusting.

  Business response

  02/20/2024

  Good afternoon,

  Please see the attached letter.

  Sincerely,

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

  Grievance & Correspondence Coordinator 

   

   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had three lower teeth pulled, the doctor left so much tooth under the skin/possible, dirty instruments, I was in the *** four days later. My face was blown up, I had pus pockets inside my lower lip. They made no resolution, and I had to wait to get into see a follow up doctor.Now, I pay $500 for dentures, after putting it off for four months, because they lost their denturist. I have painful teeth that need to come out, had to wait three months for that appointment. They took impressions for the denture, then told me it would be six months. I told them I cannot go without bottom teeth, for six months! I work, I have a life, thats ridiculous. I was quoted, on paper, six weeks for the denture to come back. Now they say six months? They suggested going to an outside dentist, spending more money, using the dentures through them, as a back up, when it finally arrives in six months! What kind of business suggests this? What kind of patient care is this? I pay for insurance, for a reason! *** left 5 messages for the patient care manager at the ****** office, and sent through 3 emails. No response. Meanwhile, I am sick from my teeth, I am out the money, and they delayed my appointment during open enrollment, to change dental plans. They are treating me like I am on state assistance. I cannot get any resolution from the ****** Willamette dental office!

  Business response

  01/05/2024

  Good morning, Please see the attached Acknowledgment Letter.  

  Best,

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

  Member Services

   

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dentist to have my cleaning for a couple days after my gums were sore I assumed it was from them poking at them getting gum measurements. My mouth continued to get worse and I woke up and my whole mouth was infected. I reached out to the dentist crying my mouth hurt really bad asking for some antibiotics and ************** refused to give me anything. I begged them telling them I am Diabetic and I really need them because the infection was going up into my face and causing my heart to race. he still refused saying there is nothing antibiotics can do over night. I don't know if it was from tools not being cleaned right or what was happening. I ended up having to pay to go to an emergency dentist which put me on antibiotics and the next morning my face was feeling a lot better. I talked to my dentist the next day and she said that with me being diabetic he should have given me some. when I went back to the dentist on October 4, ************* was at the clinic and began to interrupt my conversation with the receptionists and then started yelling at me said he stands by not giving me anything. He continued to badger me in the lobby of the dental office. Super unprofessional. for him to stand in the public lobby yelling at a costumer.

  Business response

  10/16/2023

  October 16,2023
  
  
  Better Business Bureau
  ************************************* 200
  *****,**  *****
  
  RE: Case #: ********: *********************
  
  To Whom it May ******************** letter is in response to your inquiry dated October 5, 2023, regarding the above referenced complainant and concerns regarding services received at our group.  In accordance with the ***** (Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorization to disclose personal health information to a third party or personal representative. As a result, correspondence is being sent directly to the patient along with an authorization form.  If the completed authorization form is received, we will forward a copy of our response to the Bureau.  
  
  Thank you for bringing this patients experience to our attention and allowing us the opportunity to respond.  We regret that **************** has not viewed their experience with our group as a positive one.
  
  Sincerely,
  
  
  *******************
  Member Services
  Willamette Dental Group, P.C.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a Small Claims Complaint for an old visit which was paid in full at the time of service, as per the policy at Willamette Dental Group. I paid $600 and a few months later a ***************** said I still owed it. When I called the Dental office they said they could not answer any questions about it because my records had already been sent to collections. It is on my Credit Report. I am fighting it currently. BEWARE.

  Business response

  05/12/2023

  Please see attached. 

  Sincerely, 

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

  Member Services 

  Willamette Dental Group, P.C. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the office to do my yearly cleaning while I was unsure if I may be pregnant. I waited months to get in for this cleaning. My dental office only allows one cleaning per year even though my policy states Im allowed two. When I arrived to have the cleaning completed they refused to complete the cleaning unless I did an **ray. I didnt want the **ray until I confirmed that I wasnt pregnant. Ive never had a cavity in my life and they have my dental records for the last 15 years. They refused me service and made me switch clinics. I did not raise my voice or act in any other in appropriate manner except declining the **ray while I may be pregnant. The dental care here is not following best practices and the staff do not care about the patients health, or safety at all. The claims made by the insurance policy carrier are not consistent with customer experience. The office manager at the clinic makes the decisions for all the dentist and I was told that not even 1 of 100 clients get cleaning 2x a year as offered in policy. With restricted cleaning these types of issues will arise where patients never can get the services they insure for.

  Business response

  03/30/2023

  March 30, 2023
  
  
  Better Business Bureau
  ************************************** 200
  *****, ** *****
  
  RE: Case #: ********: ***********************
  
  To Whom it May ******************** letter is in response to your inquiry dated March 28,2023, regarding the above referenced complainant and concerns regarding services received at our group.  In accordance with the ***** (Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorization to disclose personal health information to a third party or personal representative.  As a result,correspondence is being sent directly to the patient along with an authorization form.  If the completed authorization form is received, we will forward a copy of our response to the Bureau.  
  
  Thank you for bringing this patients experience to our attention and allowing us the opportunity to respond.  We regret that Mrs. *********************** has not viewed their experience with our group as a positive one.
  
  Sincerely,
  
  ***************************
  Member Services
  Willamette Dental Group, P.C.
  
  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********* have been in extreme pain due to my wisdom teeth and have been complaining/ documenting this pain for three years. It is negatively affecting my quality of life and ability to do simple tasks like eat or sleep, and yet Willamette Dental (********* Office) has refused to put in referrals for all fourth tooth removals informally because of costs to the office.Recently I had a visit with a surgeon and specialist at Head and Neck Surgery and ******************** and the ******* office to remove one of the four teeth. He claimed that my teeth were in poor condition and showing clear signs of needing removal. I need an advocate or resources to contest ****************** refusal to refer me for all four teeth. They are giving me contradicting reasoning for medical removal that goes completely against the American Dental Associations recommendation, Dr. ********** and the normal standards/ recommendations for other practices across the nation for removal. Please help me get these teeth out. I need to be able to comfortably eat and sleep again. I have no other option. Best,***********************************

  Business response

  04/07/2023

  To whom it may concern:

   

  Willamette Dental is requesting an extension to 04/27/2023. With this patient's insurance, contractually, we have 30 days to respond to a grievance.  

   

  Respectfully,

   

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

  Member Services 

  Customer response

  04/07/2023

   
  Complaint: 19860116
  
  I am rejecting this response because:

  The delay in response does not resolve my complaint. I will not feel resolve until I am able to attain a referral for all my wisdom teeth causing me immense pain. 

  
  Sincerely,
  
  ***********************************

  Business response

  04/24/2023

  Please see attached. 

   

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

  Member Services 

  Willamette Dental Group, P.C. 

*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. ↩