ComplaintsforProGrin Dental of Boiling Springs

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4.27.23 I received and accepted a quote from Progrin Dental of Boiling Springs in the amount of $8,162 adjusted to $6,745 by the doctor. Payments of $2,583, $3,646 and $1,137 for a total of $7,366 were made prior to the end of 2023. Please note that I had previously received 2 proposals from other providers as part of my due diligence prior to accepting treatment. I chose Progrin because I was familiar with their facility and trusted the dentist (Dr. T******) who had previously provided excellent care and advise. While the price was not the least expensive nor would the procedure take the least amount of time, I was confident I would continue to receive the same level of excellent care from Dr. T******. 13 months into the procedure and a few days before the next to last appointment, I received a call from the business office at Progrin stating I owed an additional $7,261.00. I asked for an accounting and explanation of the additional charges. A front office employee provided an incomplete accounting stating that the accounting software package had been replace midway thru the treatments. Upon request she emailed to me a more complete accounting and copies of the documents that I had signed at Progrin from the begining. I reviewed the documents provided and had a scheduled appointment for May 30th for the final scans that the lab would use for the dental device and to review all the accounting documents. The business office called me several times and I did not return those calls because I wanted to review the accounting records in person and not on the telephone. Without my knowledge or consent the May 30th appointment for installation was canceled, the scans were never sent to the lab, and no notification was given to me prior to the scheduled appointment. Also please note that during this past month I also received a statement of account for $44.00. Cleartly the numbers don't add up and Progrin is unwilling to explain or complete treatment.

  

  Business response

  06/19/2024

  Dear *****,
  
  Thank you for reaching out to us with your concerns. We deeply value your trust at ProGrin Dental of Boiling Springs and regret to hear about your recent experience.
  
  Firstly, we sincerely apologize for any inconvenience caused by the unexpected charges. We understand that the transition to a new software has caused confusion, and we are committed to resolving this matter promptly and transparently.
  
  Regarding the additional charges, we understand how surprising and frustrating this must be. We are currently conducting a thorough review of your account and treatment plan to identify any discrepancies. Our goal is to provide you with a detailed and accurate accounting.
  
  Additionally, we have made several attempts to contact you regarding your appointments and to set up a time to review your account together. Our notes indicate the following information:
  
  On 05/08, you understood that you changed insurance providers in the middle of treatment and did not inform ProGrin staff. You were still under the impression that we would honor the price of the previous treatment plans with in-network insurance fees/treatment coverage although we are not in network with your current insurance provider. You stated that you would like to review the financials on your own time and requested all documentation from 2021 to the present. You requested to still receive your scheduled treatment that day without payment until you could review the claim.
  
  On 05/09 at 3:48 PM, we left a message to follow up with you.
  
  On 05/13 at 10:17 AM, we left a second voicemail for you to call regarding your account
  
  On 05/14 at 10:55 AM, we left a third voicemail.
  
  On 05/16 at 11:32 AM, we left a voicemail for you.
  
  On 05/16 at 11:40 AM, our office manager, Katrina left a voicemail about your future appointment and account balance.
  
  On 05/21, we sent a statement to you.
  
  On 06/04 at 1:58 PM, our regional director, Bim called you and spoke to you about scheduling a time to go over your account balance, and you expressed a desire to complete your treatment on the same day to minimize days taken off from work.
  
  On 06/10 at 11:16 AM, Bim left a voicemail asking you to return to the office to clear up the balance and move forward with your treatment.
  
  To address the situation effectively, we would like to invite you to a meeting at our office at your earliest convenience. This will allow us to review all documents together, discuss any additional charges in detail, and outline the next steps to complete your treatment. We are dedicated to ensuring you receive the level of care and transparency you trusted us to provide.
  
  Please contact our office at your earliest convenience to schedule this meeting. We are eager to resolve this issue and restore your confidence in our practice.
  
  Thank you for your patience and understanding.

  Stephanie C**** | VP of Operations

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Progrin Dental started out as a great dental office. However, they had poor planning. They did work on the top right quadrant of teeth (crown, root canal) and were going to do the left quadrant but instead sold me on all on 4 dental implants. 11/16/22- surgery by Aaron H***** to remove top teeth and place implants (6 instead of 4?). I was told I’d be out of work for 7 days. Instead 5 months later, I still don’t have teeth and I’m not back at work. There is no consent form & they damaged nerves, according to neurologist. I’m in constant pain and having to pay another practice to remove the pterygoid implants (causing the pain) and the front implants because the placement of them would not allow for a hygienic implant denture (they’re too vertical- creating too much surface space on the plate-the implants screwed in the palette of my mouth rather than the teeth). It’s costing me way more to fix it than it did to have it installed. I’ve requested a refund but no action has been taken. I paid $13,000 to ProGrin and had a credit of over $4000 given because the work they already did. I should not have to pay them for a lifetime injury, a lifetime of medication, and pay someone else to remove the work they did. My chart is not accurate. I returned on 11/17/22 & Dr. H***** tried for 3 hours to numb me so he could place the interim denture. He could not numb me & my chart wasn’t updated with that info but he sent a text acknowledging it. When I complained to ProGrin about the treatment & pain, instead of contact from a manager, I got a nasty text from the doctor telling me off (cursing included). This is a self proclaimed “Christian” company that wants everyone to have a perfect patient experience & vow to make it right but I’m the one left not working, in pain, & paying for acupuncture and neurologist & an oral surgeon and prosthodontist. It’s not the way business is done. I hope I can help future customers make an informed decision before choosing to use them for implants.

  

  Business response

  04/25/2023

  Dear Ms. ********,
  

  We are writing in response to your recent Better Business Bureau complaint regarding your dental implants. We understand your dissatisfaction with the outcome of your procedure and apologize for any inconvenience or discomfort you may have experienced.
  

  We take all patient feedback seriously and are actively working with all specialists involved with your case to determine a positive resolution.  As you are aware, we have gone to great lengths to get you in with multiple specialists, even paying for some of the consultation visits with them.  It's important that we communicate with all of the doctors who treated you to understand their findings and recommendations.  We want to ensure that you receive the best possible care and outcome.
  

  Please know that we are committed to resolving this issue and will keep you informed throughout the process. We appreciate your patience and understanding as we work towards a satisfactory resolution.
  

  We look forward to resolving this issue with you.
  

  Sincerely,

  ProGrin Dental

  Customer response

  05/01/2023

  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. 
  
  Progrin has not communicated with me unless I reached out to them (see attached text chain). The neurologist states in his diagnosis that the trigeminal neuralgia is clearly related to the dental procedure and is a well described potential complication (see attached). The issue is there was no verbal information regarding possible negative outcomes provided by Dr. H*****. In addition, there was no consent form outlining possible complications. This does not meet the standard of care in SC. While Progrin did pay for a consultation with an oral facial pain specialist, I’ve paid for neurologist, prosthodontists (receipts attached) medication, psychiatrist, therapy, acupuncture, etc. I’ve been out of work since November because of the dental work by Dr. H*****. Per the prosthodontist, the two front implants will need to be removed because they’re installed too vertically to provide a hygienic prosthesis (see attached). In addition, the pterygoid implants were not necessary and will be removed. I want to make sure that future patients at least have an opportunity to make informed decision. I do not want this to happen to anyone else.

  Please see attached all consents, post xray, ledger, and patient notes that you requested. If you need anything else, please do not hesitate to reach out to me.

  Thank you,
  
  ***** ********

  

  Business response

  05/15/2023

  *****,

  I believe we already have everything and as we discussed on the phone, I will be emailing you the form letter for you to review as soon as I receive it, which I was told could take a few days.  

  Thanks,

  Brent

  Customer response

  05/15/2023

  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. 
  
  An offer of a letter via email does not resolve the matter.
  
  Sincerely,

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

  Customer response

  05/23/2023

  Unfortunately, Progrin’s offer of a refund stipulated that I would release Progrin of Boiling Springs, LLC, and it’s dentist, assistants, employees, officers, and agents from all future liability, damages, and expenses arising from the care and treatment prior to the date of the release. I will not be signing the release. If procedures were followed, there would have been informed consent and a signed consent form prior to my injuries. Progrin is not offering a refund in good faith. They’re offering it as a way to release themselves of the responsibility of their mistakes and they’re aware that I really need the money after paying for the surgery to remedy the mistakes they made. I’m in a really tough spot but I stand on the principle of justice and I won’t sign away my rights.
  
  Thank you for all your help! I appreciate your responsiveness and patience with my questions.
  
  Best regards,
  
  ***** ********
  864-********

*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. ↩