ComplaintsforSwish Dental Downtown

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On January 11th, 2024, I went to Swish Dental downtown as a previous client to get a retainer impression to order a retainer. I got a retainer through them a few years ago, and the price was $300 for a top and bottom retainer. On this day, when I came in, however, I was met by an office manager in the waiting room, in front of other clients, with an iPad, saying she would discuss payment options and plans with me. *Note that this is in front of other clients and another office manager, which violated my HIPPA rights. Almost immediately, she told me that the basic retainer would be $600. I asked her why it was almost double the price of the last time, and she stated that it was because the lab just started charging a "fee" to make the retainer. I felt pressured to sign an agreement, again, in front of other customers, that I understood what the charges were for. After I left my appointment, I contacted a relative who used to work in the dental field, and showed her my itemized receipt. I was told that they had charged me twice under the guise of a "lab fee". I immediately called Swish back and explained the situation, to which they told me they were at fault and would issue a refund of $300 since they did charge me twice. However, they never did, and I had to pick up my retainer on the 19th. When I went to pick them up, I went through the whole process again with ******************************* and she apologized and put in a formal refund request with their regional manager. She wrote me an email on the 19th stating, quote, "I have submitted your refund request of $300.00 on 1/19/2024. Once our regional manager approves it, it will take up to 10 business days to make it to your account." Upon submitting this complaint with the BBB today, February 1st, I received a phone call from another person at Swish telling me that they were not issuing the refund request and that they never had any request on file to begin with and that their retainers are in fact $600.

*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. ↩