ComplaintsforNorth American Dental Group

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB Staff - lj Consumer went to the office at 7043 Pearl Rd. Cleveland OH 44130. It turned into an emergency that evening. She called their dental emergency hotline three times on September 18, 2023. The first call was at 9:21 P.M. 10:25 and 11:25 P.M. Consumer left three messages with their call center. She was to receive a call back from a doctor within an hour. Consumer never received a call back. Consumer called the next morning. She never received a call back from any office. Consumer went to another dentist for a emergency root canal on September 19th. She never received a call back from the corporate office.. She called ************. She filed a complaint with corporate office on October 3rd. and a follow up call on October 10th.

  Business response

  12/22/2023

  Good afternoon.

  Our team reviews all complaints that are received. For the case being referenced by Ms. *******, our team reviewed with our third party who oversees our emergency lines where the calls were sent. We have updated contact information on file to ensure that after hours calls are now being routed to the correct provider. 

  For this instance, there was also a mistake made by the rep with the third party. That was being reviewed and that employee was being coached on the mistake. 

  Please let me know if I can be of further assistance.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/21/23 10am I had an appointment at Grant Park Dental in Atlanta, GA. I was treated poorly by the office manager. She lied to me and tried to scam me. Additionally she refused to give me the corporate office information as requested. If this matter is not resolved immediately I will escalate this matter legally.

  Business response

  10/03/2023

  Good afternoon.

  Thank you for the opportunity to respond to Mr. ******s complaint. As you will see as documented in the attached, our team did what they could to assist Mr. ***** with his request. However, when our team attempted to collect his portion of the balance, Mr. ***** became upset and ultimately, took off his bib and left the office. We are happy to continue the treatment discussued if Mr. ***** would still like to do so, he can reach directly to the office and they will be able to schedule. 

  Thank you kindly,

  Jamie

  Customer response

  10/04/2023

  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.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ****** *****

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today I emailed the CEO Jonathan W****** Chief Financial Officer of North American Dental Group (NADG), Annette D*** - Regional Director Of Operations - North American Dental Group regarding dishonesty from staff and they Retaliated against me by no longer providing me services. Subject: Being deliberately misled by front desk medical receptionist Chloe at the Center Line Michigan location about promising to email me a letter regarding what the Dentist indicated about the progression of my teeth was due to stress. NADG headquarters being dishonest about promising to contact that office to address my concerns Denied speaking with the dentist by Chloe regarding my concerns NADG Pam G***** falsely telling me that they would have the Regional Manager contact me Chloe Misleading me about whether my insurance would cover the full coverage On September 5, 2023, I emailed Pamela G*****, Senior Paralegal of North American Dental Group regarding how Chloe was supposed to follow up with me like she promised last Friday regarding emailing me that letter. On September 5, 2023, Pam responded back by promising to have Chloe reach out to me. She didn't. Today, September 6, I called Chloe at Refresh dental. She said she wasn't aware that she was supposed to call me. But Pam said she emailed her yesterday. Chloe said that she was waiting for the Dentist so she could email me the letter. But that's not what she promised me last Friday on September 1, when we were talking. Chloe promised me she would compose the letter indicating that the Dentist said my teeth were grinding and the recession was due to the stress I was under. I informed the Dentist that. The office is aware I suffer from schizophrenia and generalized anxiety disorder for years. Chole denied that she even promised me that and said she doesn't know anything about how she was supposed to call me. So I emailed Pam again on September 6, about how Chole was dishonest about that day. No response from Pam.

  Business response

  09/08/2023

  Good afternoon.

  Our team has been working in an attempt to resolve Ms. ****'s various claims since August 2022. To date, all of her claims have been investigated and determined to be unfounded. As for the complaint today, Ms. **** reached out to our office manager on Friday asking for a letter to be written indicating that she has TMJ. Because there is no mention of TMJ in her chart, Chloe wanted to speak with the provider before such a letter was written. The office was closed for Labor Day weekend and that provider is not in on Tuesdays. Ms. **** began attempting to reach out to various offices and executives making demands of each person she spoke with. One of the individuals she reached out to was Pam G***** (whom she had previously communicated with and complained against). She emailed Ms. G***** on September 5. Ms. G***** shared Ms. ****'s request with the appropriate team on Sept 6. Before which, Ms. **** was still emailing both past and present team members making demands.

  Her contact with our various team members was excessive and unnecessary. Our team dismissed s. **** from our organization because she had lost trust in us and our providers and we were clearly unable to provide the services that she wanted. We felt it best for her to seek care with a provider that she can trust.

  Thank you kindly.

  Customer response

  09/15/2023

  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.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

  I reject the Respondent Rebuttal because I can prove Dr Rouzana * H**** stated to me on September 1 2023 that my declining oral health was caused by stress and anxiety, in (of which I have a history) was causing issues with my oral health. She promised to put that in writing. I can prove that.
  Dr. H**** was deliberately dishonest and had her staff lie about what she stated to me as a patient on September 1, 2023 around 9:10 am regarding how my depression and anxiety and from being so stressed was the reason for my declining oral health. 
  Dr. H**** also lied about promising to write me a letter indicating all of that. The male tech, Ali said she would dictate that as well. Dr. H**** also falsified my records to show that she never discussed how my mental illness involving stress was the cause for the decline in oral health. So on September 5 and 6, I lodged a complaint against Dr. H***’s office with their headquarters North American Dental involving:
  Being deliberately misled by front desk medical receptionist Chloe S**** at the Center Line, Michigan location about promising to email me a letter regarding what the Dentist indicated about the progression of my teeth was due to stress. 
  NADG headquarters being dishonest about promising to contact that office to address my concerns 
  Denied speaking with the dentist by Chloe regarding my concerns
  The Dentist Dr H**** refused to follow up with me regarding my concerns and ongoing pain 
  NADG Pam G***** falsely told me that they would have the Regional Manager contact me. I never received any calls from her 
  
  I found out on September 6, Dr Rouzana H****, deliberately lied to staff at Refresh and North America Dental Group and indicated she never told me that my recession and other dental medical issues regarding my grinding was not because of stress and depression that I was under. 
  But I have proof on Friday September 1, 2023, where she informed me that my condition was caused by stress and anxiety. They know I have a history of anxiety and stress and schizophrenia. The male Hygienist said it was all in my chart.
  The office is aware I suffer from schizophrenia and generalized anxiety disorder for years.
  Here's the dictation with Dr Rouzana H**** at Refresh Dental around 9 am where she indicated all of the stress I've been under is causing medical conditions with my shift on biting where she states I need a bite guard. She also promised she would write all of that down for me. But according to North America Dental Group, she never said that. 
  On September 1, 2023, starting at 8:58 am, 
  
  Dr Rouzana *. H**** around 9:08 am said,
  Today, we are going to check your teeth. Any pain. Any problems
  I said: I was having some sensitivity in the lower part of my teeth. 
  Dr H**** said, when was the last time you had your teeth clean.
  As she was examining my mouth, Dr Rouzana *. H**** said, we have some recession going on. 
  
  Then Dr Rouzana *. H**** said, “Have you been under a lot of stress lately?
  I said, yeah, I have depression and anxiety. I've been stressed out.
  Dr Rouzana *. H**** stated: Have there been a change in your medications lately”
  I said, yes.
  Dr Rouzana H**** tells me to bite down close down for me. On the back teeth please
  Dr Rouzana * H**** stated: you are biting with your front teeth. Open wide, bite down, open up please
  She said, you have a couple of cavities as well on your back teeth/ Bite down, open bite down again open
  She asked, “Have you been in a car accident”
  I said no.
  She said, have you fell down on your face and I said no.
  She said, #3 needs crown and #4
  She said I am just measuring your pockets around this one
  31 crown and 32 fill
  
  Dr Rouzana H**** stated regarding my stress is causing the grinding of my teeth:
  §  So it seems like your bite is shifting a little bit Ok and that is sometimes when we see in patients that grinds their teeth especially if they under stress, then they start grinding their teeth and the teeth will shift a little bit,
  I said that I have been under a lot of stress. 
  She said: These front teeth are not designed to hold that much weight so we need to get you a night guard. The options would be to start with braces to put the teeth into their proper bite.
  I said, I guess I start with the guard
  She said, we can do that after we take care of the 3 teeth that have cavities. 
  I ask do I need a filling. She said 2 of them need a crown and 1 needs a filling. 
  I asked the doctor if she was going to write all this down for me regarding everything she said to me. Dr Rouzana *. H****, Yes, yes
  
  The male hygienist (I think his name was Ali) said, she’s right about the stress.
  I told him to look at my chart regarding my depression and anxiety. He said yes it sin there.
  I asked the male Hygienist if she would write this down for me. 
  He said, She will, yes she will go over everything
  So much for that because Dr Rouzana *. H**** deliberately left out how all the stress from my anxiety and depression was causing me to grind my teeth. I can prove she said all of this.
  
  After the exam and cleaning, I spoke with Chloe at the front desk about what Dr Rouzana *. H**** indicated it was causing my poor oral health. She said would write a letter indicating that is what she stated to me regarding the stress in my life has caused my oral health to decline particularly with the grinding of my teeth.
  She asked for my email. I gave her a copy of the email I received to remind me of my appointment for that day which also had my email on it.
  But she didn’t email me. So I called Chloe at
  
  September 1, again but via phone when I called Chloe at ************* at 2:18 pm. I was informed that the calls are always recorded for quality insurance.
  
  She said that she had the letter right by her and would email it to me. But that NEVER OCCURRED. I also had some questions regarding when I should use the bite guard. Chloe never returned my voicemails or Pam never had her follow up with me.
  There are cameras in the dental office and the calls are recorded as well for quality insurance. That conversation I had in person with Chloe on Friday September 1 and also over the phone will prove that she did promise to type that letter to me.
  
  On September 5, 2023, I emailed Pamela G*****, Senior Paralegal of North American Dental Group regarding how Chloe was supposed to follow up with me like she promised last Friday regarding emailing me that letter.
  
  On September 5, 2023, Pam responded back by promising to have Chloe reach out to me. She LIED because no one reached out to me.
  
  September 6, I called Chloe at Refresh dental at 9:12 am.
  Chloe denied that she even promised me that and said she doesn't know anything about how she was supposed to call me.
  So I emailed Pam again on September 6, about how Chloe was dishonest about that day. No response from Pam.
  Pam promised me on 9/6/23 that she would have the Regional Manager call me. It never occurred.
  I emailed Pam again on 9/6 at 11:40 am to indicate that the regional manager hasn't called me yet.  NO RESPONSE FROM HER.
  On September 6, 2023, Refresh Dental Assistant Manager Chloe S****, informed me and it's in writing via email from North America Dental Group that the Dentist Dr. Rouzana H**** never said stress and anxiety was causing the issues with my mouth. That letter from NADG HEADQUARTERS said that Chloe never typed that letter indicating what the dentist said because she claimed she wanted clarification from the Dentist. See attached letter as well. 
  But Dr. H**** did speak to me on September 1, 2023 when she was examining my mouth and teeth.
  
  "Her contact with our various team members was excessive and unnecessary. Our team dismissed s. Cope from our organization because she had lost trust in us and our providers and we were clearly unable to provide the services that she wanted. We felt it best for her to seek care with a provider that she can trust" 
  
  She emailed that dismissal letter at 3:59 pm, after I filed a complaint against Pam G***** at 2:59 pm via phone and emailed the Executive leadership at 3:16 pm.
  
  On 9/6/23, I called NADG headquarters at (724) 698-2500 at 2:59 pm and filed a complaint against Pamela G***** and Chloe S**** as well. I spoke to an Essence.  I mentioned that the treatment I received from Refresh Dental staff was discriminatory treatment based on my race and mental illness. 
  
  Here's that conversation with essence at 2:59 pm. Also the calls on their end are recorded too.
  Voice 348
  ***********************************************************************************
  
  
  Voice 349
  ***********************************************************************************
  September 6, 2023 at 3:16 pm, I emailed the CEO Jonathan W*****, Chief Financial Officer of North American Dental Group (NADG), Annette D*** - Regional Director Of Operations - North American Dental Group regarding dishonesty from staff and they Retaliated against me by terminating my services there.
  
  Look at the time and date of the email Renee sent me at 3:54 pm. This proves she did this out of retaliation.
  
  She dismissed me because I reached out to the CEO and filed a complaint against Pam G***** because no one followed up with me like she promised me.
  
  Dr Rouzana H**** violated my rights and dignity as a patient. She displayed unethical treatment by treating me differently and providing me poor care. 

  See attached document title: Rebuttal against NADG and the email correspondence from Pam promising to have someone reach out to me which never occurred and the email I sent to the CEO regarding the misconduct. After that they retaliating my dismissing me as a patient. 
  Regards,
  
  ****** ****

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  No one at North American Dental Group is addressing my concerns regarding the incident that occurred on February 3, 2023. I called today and spoke with a Melissa and Yvette. Yvette deliberately Hung up on me around 9:50am. I contacted your headquarters last Friday 2/3/23 and spoke with Pamela G*****, Compliance Director for North American Dental Group NADG around 3:40 pm. I called ************. She refused to address the unprofessional conduct from Regional Manager Renee and Refresh Dental Office Manager Jennifer regarding me wanting to reschedule my appointment for to COVID. Both were downright unprofessional and was dishonest about rescheduling my appointment to March 20th. Pam also promised to have Jamie Newton in the Compliance Department investigate this. But that never occurred. I also emailed the Compliance line at but no response or follow up. Today, 2/6/23, I called the headquarters again at 724-698-2500 and spoke with Melissa and Yvette. Neither one of them were aware of my Yvette deliberately Hung up on me. I was promised by they would investigate why Jennifer didn't schedule me for March 20, at 10 am. Jennifer didn't do that.

  Business response

  02/07/2023

  Good morning.

  Thank you for the opportunity to respond to this concern. In order to share specifics, would you please have Ms. Cope sign a HIPAA release to allow me to provide a full response.

  Thank you kindly,

  Jamie

  Customer response

  02/09/2023

  ******** ****** ***** **** ********* ********* ******** ***** ******** ****** ***** 
  Attached is the Signed HIPPA form regarding complaint ******** North American Dental.
  
  Any questions or concerns, please let me know.
  
  Sincerely
  ****** ****
  ***** ********

  Business response

  02/10/2023

  Good afternoon.

  I appreciate these documents and the opportunity to respond to Ms. Cope's complaint.\

  I have reviewed past complaints filed by Ms. Cope as well as her chart. As you will see by the notes attached, our team has made reasonable efforts to address Ms. Cope's concerns as they are brought to our attention. You will also see that despite our efforts, Ms. Cope remains to be unhappy and hanging up on team members making demands that cannot be met (talking to a specific person when they are not in the office) and then making accusations when the demands are not met (Pam works out of an office in PA). Ms. Cope is a patient in a MI office. Pam was not the correct person to assist and due to the time of the call was unable to connect Ms. Cope with them. But Ms. Cope then alleged that Pam was lying. 

  As for the appointment that Ms. Cope alleged was never scheduled, you will also see in the notes that she was scheduled for February 20 at 10am - not March 20th. 

  If there is anything else that I can due to resolve this concern, please let me know.

   

  Thank you!

   

  Jamie

  Business response

  02/14/2023

  Good afternoon. I have responded to the complaint in red on the attached. I did not respond to every section as there seemed to be redundancies. I will say that, I have requested that all calls into the office and voicemails be pulled. I will be reviewing to determine what coaching will be provided to that team. The reps in the call center would not have a log of the history of complaints. They are there to file complaints and schedule appointments. Complaints are forwarded to me to be reviewed and resolved. 

  I personally did call you back at ************ on February 6 at 3:01 P.M. Because I dial out from my personal cell, this call would have shown as private, blocked or restricted. A female answered and when I asked to speak with Angela, no one spoke. The call disconnected after about 30 seconds. 

  I am sorry for the troubles that you are experiencing. I can assure you that we are looking into the behavioral concerns you mentioned.  Were there any other concerns that I missed?

  Customer response

  02/16/2023

  
  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. 

   

  You, Ms. N***** indicated, “I personally reached out to you. Because I also dial out from my personal cell, this call would have come through as private, restricted, or blocked. A woman answered the line and when I asked to speak with Ms. ****, the call was disconnected”.

  So that was you. I do recall a female calling me that day, it was a Private call. I said hello and this is she after that the call dropped. I wished you would had tried calling me back or emailing me as well.

  But I do appreciate that you did attempt to reach out. I didn’t know it was you. If the call disconnected, I wished you could had called back.

  I appreciate your response and it shows that now NADG is being sensitive and taking the matter seriously.

  But I just don’t understand if I have a grievance as indicated on that letter regarding grievances that maybe in the future it will be addressed in a more thoughtful serious matter.

  Look forward to my CONFIRMED appointment next ******* ******** ****  at Refresh at ***** **. See attached email of that. 

  Thank you,

  ****** 

  
  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had dental procedure 12/28/20. I am now being billed for service that was paid by my dental insurance. I contacted Delta Dental insurance since All Smiles refused to call them. My EOB shows paid. Delta insurance paid for the service on 12/2021, this was an electronic bulk payment of $466.50, $178.40 was for my service. All Smiles is stating they did not receive this payment. I have called the dentists billing to call Delta and they are refusing. I am being put in the middle and being billed for service that have already been paid. I have called the dentist billing rep numerous time and she is refusing to assist. Dental insurance has provided all the information they can, the next step is for the dentist billing to contact Delta dental at ************* *** * *** ***** **** ***** ****** ********************  Delta Dental # 800-932-0783 All Smiles PGA 561-623-9935

  Business response

  03/22/2022

  Good morning.

  I had my billing team review this chart. It appears that the insurance payments had not posted as they should have. This error resulted in an inaccurate balance. The billing team corrected this error leaving *** ***** with a credit balance of $71.40. This balance can be used towards future treatment or sent as a check. I* *** ***** would prefer that a check be sent, she can email me at ************************* and I will make sure that the team starts that process. Refunds can take up to 30 days to be processed.

  Please let me know if I can be of further assistance.

  Thank you kindly,

  Jamie N*****

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Their glowing self description in the ad you wait on hold hearing over and over, and the website https://nadentalgroup.com/about/ would never make you suspect that they dont stand behind their word. Long wait times for scheduling service, long wait times while doctor is elsewhere, and while a pandemic is going on, They make themselves seem so caring and compassionate and wholistic in their approach, empathy, your choice of caregivers at convenient locations, etc. I was diagnosed with now disputed conditions at a complete dental care facility. I was told the expert provider i needed wouldn't be made available there. I was told to go somewhere where, not in so many words, they would drug me because i'm anxious and need sedation. Actually, I'm hearing impaired and needed to to clarify procedures and options. Contrary to advertised billing arrangements they promised to make, they seemed more concerned with making sure they get their money for procedures another dentist said were unnecessary. Although i invoked their stated grievance process when, after a 2 hour wait they kicked me out for interrupting my procedure with a question, refusing to finish because they claimed my interrupting to clarify what was going on was an anxiety attack requiring another company's sedation, i followed their stated grievance procedure. The only response was 6 months later in the mail saying they are terminating. They continued text messaging reminders to sign up for an appointment. I got a response from someone who told me the appointment would be cancelled and she hung up on me when i complained. They kept texting and i signed up for another appointment and they called to cancel it, same woman as first time and I returned the favor. What valid medical outlet advertises compassion and wholistic treatment but misdiagnoses, is only concerned with money. and cancels customers who dont understand the procedures because of hearing loss, without even a polite response to their grievance??

  Business response

  11/16/2021

  Good afternoon. Thank you for the opportunity to respond to this complaint. 

  Our records do indicate that we have many providers - general dentists and specialists - within our network. This is true. When a specialist is necessary, we do what we can to schedule this within our network when possible.  There are still instances in which we must refer outside of our organization. In order to discuss specific interactions or patients, I will need a signed HIPAA release. If you are able to provide me with a signed release, I will be happy to see what additional details may be provided. 

   

  Thank you kindly,

*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. ↩