ComplaintsforAllen Institute of Dentistry

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in for a procedure, I continued to tell them that the crown was too tight and was in pain the entire procedure. They added a silver cap after I requested and paid for a porcelain one. After correcting them, I realized later, they added a small porcelain cap over the silver teeth. Since then, Ive let them know that my mouth is foul. My job is customer facing and Ive loss money and confidence because my mouth has the worse smell ever. They say they will not see me without a payment. Im in constant pain and my mouth constantly bleeds. My quality of life and mental is being damaged each day. Now I think its infected and will need to be pulled. I need them to correct what they did or pay for me to go to someone else to correct what theyre wrong.

  Business response

  11/06/2023

  As it regards to this patient, he received treatment for a tooth where he was to receive a prefabricated porcelain crown. The patient received a stainless-steel crown on 5/16/2023, while we waited for a custom fitted porcelain crown to me delivered to the office and the patient was made aware of this. On 5/22/2023 the patent returned to the office to have the porcelain crown delivered. The particular type of porcelain crown used is made having a silver base. The stainless-steel crown originally placed was completely removed prior to the porcelain being placed. At the patient's initial visit on 4/19/23 he was diagnosed as needing a gum treatment which is associated with periodontal disease. The patient is experiencing a foul smell and bleeding due to him not having the gum treatment completed. Per our office policy all treatment appointments require a 25% deposit for all patients, no exceptions. Prior to the patient having his fillings and crown appointments he made the deposit as required. The patient had scheduled for the gum treatment but did not make the required deposit, and he called to rescheduled stating he did not have the funds and was informed his appointment would not be rescheduled without the required deposit. I have attached documentation where the patient signed his treatment plan which also notates the required deposits as well as his account ledger which will show the missed and cancelled appointments by the patient. Our office reached out to the patient in September to encourage him to schedule the gum treatment to which there was no response from the patient. Please have your records show that the patient did not reach out to the BBB until he received a statement from our office that he actually owes a balance to us due to underpaying and the $50 fine he received for cancelling an appointment less than 48hrs prior.

  Business response

  11/07/2023

  We have attached additional documentation to support our office policies and the patient's knowledge of them. The patient signed a financial agreement that states in line H that " A 25% deposit is required to reserve an appointment for any non preventative treatment." It is listed in both the Appointment Policy and Financial Agreements that there is $50 incurred for broken, missed and cancelled appointments with less than 48 hours' notice. In the progress notes attached on date 5/3/2023 it is noted that the patient had at that point cancelled last minute for the second time to which he should have been charged another fine, but it was wave. We are asking that this additional documentation be taken inconsideration when determining the results of this case. 

  Customer response

  11/10/2023

  Hello,

  today I received my first invoice from Allen institute of dentistry. They NEVER have sent anything in the mail until the BBB was contacted. On the letter it says it was mailed November 4th, most likely when they were contacted. I did not know until I recently texted them and asked for either a refund of my money or to be pointed towards someone who can do their job correctly at free of charge since my tooth has been infected since they put a BABY porcelain crown on top of a silver crown they never fully took off like they explained to me before the procedure. 

  Customer response

  11/15/2023

  I am rejecting this response because:   

  Hello,

  today I received my first invoice from Allen institute of dentistry. They NEVER have sent anything in the mail until the BBB was contacted. On the letter it says it was mailed November 4th, most likely when they were contacted. I did not know until I recently texted them and asked for either a refund of my money or to be pointed towards someone who can do their job correctly at free of charge since my tooth has been infected since they put a BABY porcelain crown on top of a silver crown they never fully took off like they explained to me before the procedure.
  

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