ComplaintsforFamily Smiles of Boerne

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have a severely mentally disabled son who has neglected his dental hygiene for several years. ****************** has seen **** multiple times and recommended that he have required deep scale periodontal cleaning on Sept. 11th, 2023 at 9am. His appointment took less than 25 minutes. He received no follow up care. Gum disease runs in our family, several of us have had this cleaning. My first deep scale cleaning took 1.5 hours. This was ****'s first dental deep scale cleaning in 4 years. He was not sent home with care instrucktions, periodontal rinse or perio paste. This is the standard of care that I and my family are always provided post cleaning. 7 day follow up with these products is standard to aid in the healing of the gum tissue post cleaning.I called the practice, spoke to ****** and was informed they do not provide maintenance products until a patient completes all four quads. Her explanation was "Standard Practice". She informed me his dental record stated he had a 40 minute cleaning, not true. She was unable to offer a resolution or explain the incorrect medical record. She stated they go by the hygeniest entry. I paid $455 for this visit and he received substandard care that has been rescheduled with another provider.This is unacceptable . My son is disabled and unable to address these concerns himself. It a difficult process for hime and he has extreme anxiety about confrontation. He was very discouraged by this visit. He is still experiencing bleeding swollen gums that result from a lack of deep scale cleaning.I would like ****************** and his staff to seek training regarding Medical Record HIPPA compliance and have filed a compaint with the *********** of ****** Examiners. I do not expect free care but I certainly expect the service I have paid for and my son has mentally prepared to receive. This substandard cleaning leaves him at risk for further decay and deterioration of his teeth while I secure another cleaning and the money to pay for it.

  Customer response

  01/17/2024

  Complaint: ********
  
  I am rejecting this response because:This is a follow up and addition to my original complaint number ********, supporting documentation is attached for that claim and new documentation supporting the complaint is attached also. I have now paid additional dental expenses, missed several days work and spent additional money driving and paying parking fees to have my son seen in ***********. **** now has to have multiple fillings for deep cavities that developed and/or worsened because his teeth were not cleaned properly, after care was not provided and the delay in getting him seen by another dentist. I have confirmed this with 3 dentists I have paid to examine my son. This should have been addressed by ****************** and his staff had cleaned and examined my son's teeth as they charged me to do. I have attached the Care Credit Statements to show the expenses I have incurred thus far for his cleaning/fillings. He returns again January 26th for 4 more fillings.
  
  Regards,
  
  ***************************

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