Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The worst experience Ive had at a dentist office. I had the **rays done then went to the front to pay. I paid 200$ cash rest on my card well my blood pressure was to high so they had to refund me so the refunded 29$ on my card but since I paid in cash they said they had to write a check and they said it would be mailed to me I called a week after the visit because Im still waiting on my 200$!!! They said its been mailed I called again a month later because still nothing they said it was just requested what was to give me the money thats mine!!??! Still havent seen my 200$ Im currently waiting to resolve my issue and Im still owed my money!! Oh dont forget still in pain in my mouth remind you I paid out of pocket!!!!

  Business Response

  Date: 06/04/2024

  Patient came into office on 5/14/2024. She paid $200 cash and $29 on card. Her ** was elevated and we were unable to render services. I refunded the card $29.00 and requested refund for the cash payment be mailed to the patient by check. This payment was issued to the patient on 5/24/2024 in our weekly check run. The checks are printed in ************** so it will take a few days for her to receive payment, I did explain this to the patient. 

  Customer Answer

  Date: 06/04/2024

  Complaint: 21786713
  
  I am rejecting this response because the business has decided to purger themselves by lying & stating they told me the checks are printed out of state as well as when it was sent. I called multiple times & was told the exact same thing on a sooner date and thats why I called back the second time after 10 business days. On which I was told Id get the check. This is ridiculous Im still in pain & want my money I will be taking legal action its currently been 22 days since the encounter & still no check! I payed cash I should have got cash bag this business should do better! They completely disregard patients that pay out of pocket.
  
  ***********************************

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The process started in June 2022. After pulling my teeth had problems with bone spurs. They then scraped my gums sutured me up and inserted my false teeth. After waiting 3 hours was told to remove teeth and rinse mouth, except my denture would not come out. When I was able to remove I discovered adhesive was applied and also took out stitches. Then I was told I had a cavity to be fixed, only to find they were cutting grooves so my partial would fit. But why say different ? Next was told needed deep cleaning but could not do there, was sent to ******. I also had to pay ******, but did receive a refund. I had several fittings but they could not get it right. It was causing so much pain. So after a year I requested a refund and returned my dentures in June 2023. My husband and I have made so many requests and only received excuses like wrong address, wrong zip code, lost request, holidays and so on. The "Office Manager" will not return calls, and disappears when we go in. There is also the problem that they want to deduct ****** from the refund for advertising.

  Business Response

  Date: 01/03/2024

  Patient returned denture and partial due to being unhappy with them on 6.1.2023. When patient purchased the denture and partial we applied a 20% off coupon to the account making the credit larger than what the patient paid. Upon return we removed the credit we gave and have agreed to pay patient 100% of what they paid back. I requested this refund and it was issued but did go to the wrong address. I have since requested this payment be reissued on 11/9/2023. I have requested a follow up from our corporate office where the checks are issued and will let the patient know once I have received a response. 

  I would be happy to meet with the patient if she would like to schedule a time. However I am with patients throughout the day and can not always meet with out an appointment.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had 2 teeth pulled in November 2022, Had implants doe over next months. Was called for a denture fitting twice. neither denture fit correctly. They insisted I pay balance between 1st and second fitting, which both would not fit. After failed second fitting they have been refusing to let me make an appointment for another. They say Maybe in November but wont set a date. Office Manager ********************* talk with me.

  Business Response

  Date: 09/29/2023

  I have spoke with this patient several times regarding this issue, my last conversation with him was 9/28/2023. The doctor that was treating him is no longer working full time in this office. 
  I am coordinating with her and our corporate team to get her in to complete this treatment. The earliest date she has given is 11/7/2023. I have requested a sooner date and did let ************* know this yesterday. If I can get her in sooner we will let him know but at this time 11/7/2023 is the date he will need to be scheduled.

• Initial Complaint

  Date:05/25/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came here 3/1/23 and paid **** for new a new top denture. They promised to make me a denture. The manager offered to upgrade me free of charge to 3D printed ones for a "better fit". It is may 24th and i still don't have teeth. In fact their try-ins have been so horrible they won't let me keep them. I have had about 7 appts and it has caused tons of stress, time off work, gas etc. and the second to last try in cut a very important muscle in my mouth which attaches the lip to the gum. I even received a busted lip in the beginning of the process. I have asked to speak with the manager several times, including today which consisted of 2 appts that completely wasted my time and I watched the manager ******** ask the front desk if I was still there and then she told them she will talk to me tomorrow as she's sitting at her desk playing with her hair. So customers aren't worth 5 minutes of her time. They are no longer doing the printing ones they are doing the lab created denture. I also witness a guy fall out of his chair they get the paramedics back there and still bring patients back and make them squeeze by the paramedics because they can't wait for them to help that guy all they care about is money. Patients are of no importance. I want a refund and the teeth. Simple as that.

  Business Response

  Date: 05/25/2023

  I just spoke with the patient and she stated she was very happy with the look and feel of her teeth. She stated she was upset that I did not come out and talk with her at her appointment. I explained that I was on a conference call at the time she was here. She was offered a full refund and she declined it.

  Customer Answer

  Date: 05/25/2023

  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. The manager did call me and we got everything straightened out. Please retract the complaint from them
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3-17-2022 I picked up my dentures that I paid **** dollars for after about 8 months I noticed the back teeth on the top were completely flat and hard to eat I didnt go right away when I did go it was not quite at 11 months ! So they tried to blame it on me eating wrong or grinding my teeth I only sleep in the top denture no bottom denture so impossible to grind my teeth and I do not grind my teeth when Im awake either ! There is no warranty and I am back to wearing my 8 year old dentures so I can eat ! So 8 months **** that is ridiculous! I was going to purchase a new top denture which is why I went there but they said I would have to buy a whole new set although the bottom denture is fine ! They did X-********* did not ask for nor have I got the results and now they say I owe them ****** ! They have no sense of the fact that they ripped me off ! I did not get the cheapest dentures either I get the next one up so I think they should last more than 8 months !

  Business Response

  Date: 02/17/2023

  Patient purchased a denture that had a warranty to cover a tooth that broke out of denture for 1 year. Natural wear is not warrantied on a denture.

  Customer Answer

  Date: 02/17/2023

  Complaint: 19419392
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 02/17/2023

  Complaint: 19419392
  
  I am rejecting this response because for **** dollars the teeth should not have normal wear to the point of being useless in 8 months 
  Regards,
  
  ***************************

  Business Response

  Date: 02/17/2023

  Patient purchased 1 tear tooth warranty dentures on 10/1/2021, these dentures were delivered on 3/17/2022. We have not had any scheduled appointments or reports from the patient that she was unhappy with her dentures for 11 months. When she came into our office on 2/9/2023 patient reported that she sleeps in her dentures and only chews on her left side. This would create wear on the dentures and the warranty does not cover natural wear on the dentures.

  Customer Answer

  Date: 02/20/2023

  Complaint: 19419392
  
  I am rejecting this response because:
  
  Regards,
  
  ******************** only sleep in the top denture and I only chew on one side because the denture fit did not allow me to comfortably chew on the other side ! My old dentures are at least 8 years old and I am having to wear them again so I may has well threw **** out the window they are made of cheap material and I paid for the next higher up denture but Im sure I was given the cheapest denture or they are exactly the same ! 

• Initial Complaint

  Date:05/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had implants done at this office in late 2017. I paid for the "high" end implants that come with a 10 year warranty. Since that time I have had to go back into the office many times because of poor fit in the beginning and then the dentures will break as you snap them in or numerous times a tooth has broken out. They never have the same dentist and 5 years later still having issues even thought they have "repaired" the implants. Most recently, the bottom plate snapped into as I was snapping it in. I was just in the office a couple of months ago for the same issue. I called the office and explained that I had just had major spinal surgery with complications and asked that my wife bring the bottom portion in to repair until I can get in. They have done this in the past because of my medical condition. The girl on phone refused and said I must come in. I can't do that right now. She was going to put office manager on phone but the manager would not come to the phone. This is a repeated problem with WARRANTY teeth. I am disabled and this is extremely frustrating. They do not seem to be able to make a proper implant and I paid over $10,000 for this implant. I should not have to continue to return and then beg them to fix something. Also, as stated I am disabled and last time I went into office the refused to let my wife come back with me even though I am disabled and have mobility issues. Persons with disablilty have the right for an advocate to accompany them. I want the teeth fixed correctly or a full refund and I will go somewhere else that is more competent and professional.

  Business Response

  Date: 06/06/2022

  Patient purchased a Denture on 11/30/2017. This denture does come with a warranty that covers repairs on broken teeth or plate for 10 years.  Patient has presented for several repairs over the years. We have remade the dentures to resolve the issues. Unfortunately denture has broken again and doctor agreed if the patient would like to purchase a denture framework at just lab cost we will remake his denture for no charge or we can repair the broken denture. Patient stated he just had surgery and can not come in for an appointment at this time. We told patient when he is able to come in we would be happy to take care of repairing the denture for him

   

  Thank you,

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

  Customer Answer

  Date: 06/07/2022

  Complaint: 17252251
  
  I am rejecting this response because:  They acknowledge that the denture has had to be repaired numerous times.  This alone should tell them something is not right.  I have been in multiple times with broken teeth or actual breaking of the denture.  Why should I spend another $600 dollars for lab fees for a frame that *** or *** not help.  I was told on purchase this was their best high quality denture.  They should have done the frame to start with.  I have already paid over ****** dollars for this denture and spent countless hours going in over the years for repairs.  They NEVER offered a frame until this last time and originally quoted it at over $2,000.  Also, on the phone they said I had to get the frame and not repair the denture that is broken because it would just keep happening if I did not purchase the frame.  This is not right and not acceptable.  And yes, I did just have major spinal surgery and can't have my head in a dentist chair at this time and have them pulling on my neck and head to make impressions.  I should not have to pay them another dime to repair what they started and is under warranty.  
  
  Regards,
  
  *******************************