ComplaintsforSmile Krafters

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On November 29, my son had the first step of a mold being taken for a pallet expander to be made. The orthodontist, Dr. **** *******, stressed that we must return within two weeks or risk the mold not properly fitting and the need for us to pay for new mold. At this appointment we paid 500 and had a contract to pay a total of 2,000. Scheduling insisted the next appointment would be in 4 weeks, December 29, due to holiday and manufacturing issues. We questioned Dr. ******* stressing two weeks and were told it would be okay. December 29 (paid 187 per payment plan agreement), the device was bonded to his upper teeth by two female staff members, no orthodontist was present during bonding procedure. One staff was questioning that the bond looked bad and other said it is new design. Staff had to leave to consult Dr. ******* several occasions while leaving my son with a device holding his extremely small mouth (why he was having procedure done) wide open. Staff were unable to demonstrate how to adjust the expander, as we would need to do nightly, so Dr. ******* came in. We were given tool not in sanitary wrapping. Never given paperwork on care. Told he could have gummy candy. No warning of eating soft foods to avoid choking like he has on website. I even questioned caring for it. We had issues adjusting and watched ******* videos. Everything was backwards for us. Next visit was January 12. Questioned it being backwards. Said he already complained to manufacturer. We had another provider remove it since then. We asked Dr. Dyllons office for refund and filed complaint with PA professional compliance office. Investigation is open. Dr. ******* also has been federally indicted along with 11 other associates and we have concern about where device was manufactured. Office refuses to disclose information. Says it's not part of chart. Was told via phone I could come in person only and they could not email, mail or over phone. Now they refuse to schedule or respond to my emails

  Business response

  06/05/2023

  Hello,
  Kindly be informed: 
  Dr.********* ******* is an individual contractor. Therefore, please send the mails directed to Dr.**************** to : ****************** (Dr.********** *******).
  Thank You

• Initial Complaint

  04/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have ********* insurance is the closest place that that I can go to for my teeth to get extraction from I been made a appointment I been waiting for months and then I get to my appointment on time no call from them telling me.my appointment was cancelled then said the dentist had a emergency they dint have time to notify me that they cancelled my appointment because the dentist had a emergency pop up last minute when I'm already on my way they then I was forced to reschedule and wait even longer it's April I have to wait now till July I have 3 broken teeth that I been waiting and in pain to be helped

• Initial Complaint

  04/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  In November, my son had braces put on his teeth at an office run by the company who owns Smile Krafters that was located in Quakertown. He saw the doctor one time in December and then Dr. ****** went on medical leave until March. At that time, I was called by an office employee and told Dr. ****** would be resuming his role as orthodontist, but could only see his existing patients at his office in Allentown. I communicated to the receptionist that I wasn’t sure if it were feasible for me to drive up to Allentown once a month for his adjustments. I live an hour away from Allentown. I asked her if someone could call me back to talk about what reimbursement options were open to me, as I had already paid my full portion of the bill which was about $2,500.00. In the meantime, I scheduled an appt. to see the orthodontist in March. Today, my son had an orthodontist appt., which I had to cancel because he was ho e with a fever. When I tried to reschedule the appt. I was told that they couldn’t see him until June 22, 2023. This is an unacceptable delay in his care. I left 2 messages today alone to talk to an office employee about scheduling something sooner and no one answers and the call is forwarded to a scheduling service they have who insist they cannot fit us in before the end of June. That is almost 3 months! I have yet to hear from anyone at the office in regards to getting a reimbursement so I can find a new orthodontist who is closer and able to reschedule appts in a timely manner. I want someone who works at Smile Krafters to call me back with an acceptable appt. and discuss discontinuing service.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My daughter was supposed to have an expander done with orthopedics in January. We had the consult and mold made paid the deposit of 500$ (the appt was 1/16 it was posted to my husband's account on 1/17) and were waiting for it to come in. Her first appt was canceled due to something with the dentist being out for almost 6 weeks. The next one was canceled by them. Then the pediatrics cancel saying the company no longer takes her chip insurance. No where in office or on their website do they say they no longer accept it. The insurance company also never received anything about them canceling them. So not only is it now almost April with nothing done but every time I call, and I've called multiple times over the last 2 weeks, nobody can get me to a manager or someone in billing. They are only open on Thursday they say. So I go in on Thursday, today, to speak to someone. They tell me the manager is in a meeting and will call me. I won't leave so the receptionist finally tells me she can start to process a refund but it's by a check. And the manager will call me today. I finally leave and hear nothing. So now I have to go back down next week. On top of this they will not schedule my niece in pediatrics for her 6month since they do not know if they will be open since their dentists are leaving. I'm tired of the run around and not getting to anyone who can do anything. They all just say someone will call. Well when? I want my money back for the work that wasn't done and can't be completed due to their end.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had oral surgery in December. Paid over $100 out of pocket for anesthesia and then wasnt put under nor was refunded the money and Ive been trying for MONTHS to contact someone or get a call back or get my refund! This is ridiculous.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Put deposit on services for my daughter. Work was never done. Was told I would get refunded. They admit it is owed me but give me a runaround. Promise calls, never happens.

  Business response

  01/27/2023

  Our patient charts are kept under the individual's name.  Since the parent is requesting the refund we will need to have the child's name in order to look up the appropriate file/chart.  Please provide us with the name of the patient so we may respond accordingly.

  Thank you

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This morning at my appointment I paid $200.00 cash for anesthesia ,they took me to the room and came back about 10 minutes later and said my mother has a cane to walk with so they denied me service they also said I was vaping outside the building in parking lot. Your suppose to have a ride,someone to drive you home after anesthesia they said my mother was to old and she uses a cane so smile crafters didn't select her so I was turned down for surgery I was suppose to have 1 tooth pulled. All this after I paid $200.00 cash ,now they tell me I have to wait for my refund it has to go to billings dept.when I call the billing department no one answers the phone so I don't know when or if they will process my refund of 200.00.

  Business response

  02/10/2022

  February 7, 2022 
  Dear *** *****, 
  Please be advised that I am in-house legal counsel for Smile Krafters. We have received notice of the above-referenced complaint against our managed office, SmileKrafters located in Allentown, PA. The patient's complaint was investigated and was fully addressed. 
  On November 8 2021, *** ******** was seen for an oral surgery consult at which time the office reviewed with him and had the patient sign the pre & post-operative oral surgery consent forms. The patient was provided with a set of take-home instructions (enclosed), additionally *** ******** also signed an informed consent for patient scheduling IV sedation. The document stated, "if the instructions were not followed the appointment would be cancelled/rescheduled.” These instructions explicitly state, "no vaping after midnight or on the day of the surgery". Additionally, when our office confirms any oral surgery appointment these instructions are once again reviewed. 
  On November 22, 2021, the date of his surgery, the patient paid $200.00 cash upon checking in. A member of the clinical staff recollected that the patient was seen in the parking lot vaping and also further confirmed to be ** ********. The instructions are provided to all patients receiving IV sedation to keep the patient safe and prevent unwanted surprises during surgery. 
  The surgeon made the final decision to cancel the surgery, the refund was processed the following day, November 23, 2021 by our corporate office and mailed to the patient. It has also been confirmed that the check cleared on December 10, 2021. 
  

  If you should need further information, please contact either our office or confirm with the patient. 
  

  Sincerely, 
  

  Elliott ** P*****, Esq

• Initial Complaint

  10/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a long story. I had a bad tooth that had to be extracted by an oral surgeon. The dentist gave me three referrals. The first referral did not accept my dental insurance, so I called my dental insurance company to get a listing of oral surgeons they had for providers. There were three oral surgeons in my area (***) I called the oral surgeon closest to my home. The earliest appointment I could get for I was told a consultation was Oct. 4th, which was weeks away from the date I called. So, I called the next dentist office, to see if I could get a better consultation date. The same girl answered the phone and told me I already had an appointment. I explained I needed an earlier date. I had a bad tooth that had an absess. She said at the ***** ***** ****. I could be seen on September 20th, which I took. I had the consultation and I gave them my insurance card at that time. When I spoke to the girl that answered the phone, she explained that it isn't until after the consultation that they put the claim into the insurance company. Once it's approved they set up the appointment for the surgery. I said okay, but, couldn't understand why they didn't check out the insurance carrier right away. I go to the consultation and they set up my oral surgery for Oct. 26th, which is 6 weeks later! Okay, it is what it is. I figured they had already checked my dental insurance. I don't hear anything from them until I get a reminder call of my appointment and I had to call and confirm the appointment, which I did. I was on my 3rd prescription of amoxicillan for my tooth. I couldn't wait to get this over with. I went for my appointment and they had all my paperwork. I had to sign some more forms and I took them to the girl and she asked for my insurance card and than she told me they do not accept that insurance anymore! I was furious. I did not receive anything in the mail informing me about this nor did they say anything about this when i called to confirm my appointment. $240 I p

  Business response

  11/18/2021

  November 16, 2021 

  Dear *** *****, 
  

  Please be advised that I am in-house legal counsel for American Dental Management Group, LLC. We have received notice of the above-referenced complaint against our managed office, SmileKrafters located in Allentown, PA. In reading the complaint, it appears to be incomplete as the ending of the last sentence is cut off. However, the patient's chart was fully investigated and staff was interviewed based on what we believe is being questioned. 
  

  In reviewing the patient's file with staff members, it became clear that the patient provided incorrect insurance information. When the consultation was being billed to the insurance company it was discovered that they rejected the claim because we are a dental provider and the information submitted corresponded with medical insurance coverage. Insurance companies offer many plans and options and a subscriber can have both dental and medical coverage. However, it is the patient's responsibility to provide the most updated and correct billing/insurance information. Our office does pre-authorize the surgery once the doctor assesses the patient and develops a patient approved treatment plan. Our office did attempt to pre-authorize the procedure and as previously stated, received the rejection since the insurance information provided was not dental insurance. 
  

  Furthermore, it is customary for our office to call and confirm appointments. If we do not reach the patient but are able to leave a message, we request that the patient return our call to confirm their surgical time slot. On the day of the surgery, the patient was informed that we do not accept medial insurance and she did not provide us with proof of valid dental insurance. The patient was then offered to proceed with the surgery at a discounted cash fee. The regular cash fee for the extraction is $350.00. However, the office did not charge the patient for her first appointment which included a panoramic x-ray and consult. The cash price of $350.00 is for local anesthesia and extraction. The office further reduced the fees for *** **** to a total of $240.00. *** **** signed consents for the treatment and the reduced financial fees and paid for the treatment on the day of the services. All documents are signed off and on file in her chart. 

  Accordingly, we believe that a fair adjustment has been made by our office and accepted by the patient and that the service was fully performed. 
  

  If you should need further information, please contact our office. 
  

  Sincerely, 
  Elliott P. Esq. 

  Customer response

  11/20/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because It is not quite true. Yes, I did not finish my complaint because the website would not allow me to write more! I do not have a problem with the dentist, it was the office and the way the situation was handled. They say that they sent a claim to the insurance company and that it was denied. I called the insurance company after my procedure to see if a claim was sent to them after my consultation, which is what I was told they do. My insurance company told me they never received a claim from Smile Krafters. No one told me at the consultation my insurance was denied. I was told that they do not make a surgical appointment until the insurance is approved. I had an appointment made the same day I had my consultation, which to me meant that my insurance was approved. My surgical appointment was 6 weeks after my consultation. You mean in that time frame, they could notify me that my insurance was not accepted, or that the dentist no longer accepted my insurance, instead of waiting until the day of my surgery that my insurance was no longer accepted by this dentist? They also say in their response that I didn't call to confirm my appointment, which is definitely false. I DID call and confirm the appointment. I was on my 3rd prescription of antibiotic, so I needed this tooth pulled and they knew that. Yes, the fee was a fair price and I had no complaints about that. My only complaint was not being notified earlier than the surgical day that I had no insurance. Upon calling my insurance company to see if a complaint was received, I also found out that my insurance contract did not include oral surgery, which I was unaware of. I am cancelling that insurance the end of this year. I have had this insurance for years and never needed oral surgery before, so this was not the best way to get that information. Unfortunately, when I called them to get a list of oral surgeons in the area, they did what I asked for and not why I wanted them. Thank you for reacting to my complaint. 
  My complaint consists of the way the office handled my situation. No one should need to hear their insurance isn't accepted when their consultation is September 20th and the procedure is performed on Oct. 26th. Too long of a time period to get this information.

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

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son was seen in this office to have braces put on. Since then he has had nothing but complications with them. his gums bleed, they have fallen off, the school has sent him home because the wires are cutting the insides of his mouth. They have not seen my son in over a year AND THEY DO NOT ANSWER OR CALL BACK. Other denstists will not see my son because of these braces and the damages that have been done. I have called emailed and also went into the office and I can not seem to get an appointment for my son.

  Business response

  10/01/2021

  September 24, 2021 
  To whom it may concern; 
  ****** ************, made a complaint against Smilekrafters Formerly Allied orthodontics about her son, ************ ************. Braces do not cause bleeding gums, poor oral hygeine causes complications with caries and gum disease (bleeding gums). Our staff educate all patients on how to brush with braces and encourage all patients to maintain a good relationship with their general dentist and to keep up with their cleanings. Braces can dislodge from the teeth for numerous reasons, typical due to food that they should not be eating. We speak to parents and patients about the "forbidden food" with braces. It is up to the parent and the child to adhere to the guidelines. At this time we have not seen ** ************ since June 2020, patient has had multiple apt scheduled since June 2020 however, all apt have been canceled or rescheduled by the parents, as there is a balance that is owed on the account that the parents are refusing to pay. Our office has attempted multiple times to make a payment plan but still no compliance from the parents. 
  Thank you, 
  Smilekrafters Orthodontic department 

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