ComplaintsforFamily Dentistry-Drs. Greg Dyer & Simon Kolath

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a patient of this dentist for a while under Dr. dyer. Roughy a year and a half ago I started the process of looking at braces or Invisalign and after Dr. Dyer's recommendation I started Invisalign. The whole process of the Invisalign with this dentist has been a horrible experience. Here we are over 18 months later and my teeth still are not done. Through the entire process appointment after appointment the Dr himself would never see me nor check my teeth it would only be a dental assistant. The office told me I was finished with the program and I wasn't happy with my teeth. I questioned it and it resulted in my being rescanned and a whole set of new trays. Then on appt number 2 they discovered the dental asst forgot to put a required bracket on my teeth which resulted in 3 trays doing absolutely nothing. I tried to complain to the dentist about the service and not being satisfied with the results only to get rude excuses why and unclear answers as to why he never examines my teeth on any appointment. The tone and approach this Dr took with me was highly unacceptable and says you haven't completed paying your balance. This is because I am on the payment plan they set me up on. So now I question are my teeth not being handled correctly because of a balance on my account from how they set up my payment plan. Very very frustrated patient. I am never going back and do not recommend this dentist office to anyone. You will never see the dentist just dental assistants that so above and beyond their scope of training and knowledge.

  Business response

  09/23/2022

  Business Response /* (1000, 7, 2022/08/12) */ This patient has been a patient of ours for several years. I did braces on her daughter, and she drove from Red Oak because she really liked our office and the treatment she received. Awhile after her daughter finished braces, and she felt like she could afford it, she decided she wanted to straighten her own teeth. On March 12, 2021, I sent a 4 min and 40 second video to this patient explaining in detail what needed to be done and the process we needed to go through to straighten her teeth. The video states that, with severe crowding cases such as hers, a revision or 2 may be needed in order to finish straightening her teeth. I also mentioned that she can refer back to the video to see how her teeth will look when we are finished. Her teeth ARE NOW STRAIGHT, just as we had promised. Her complaint is that there is a black triangle at the gumline of her lower front teeth. This means her teeth are touching and the space is closed but below the contact there is space that appears dark. I told her on our phone conversation this was due to her teeth shape, but we could fix that if she wanted by trimming her teeth and moving them closer together. I also told her I would be glad to do that for her if she wanted me to. She replied that she would rather see someone "down here" closer to where she lives. As per her saying she never saw me, I recall seeing her several times when discrepancies arose and provided my expertise as to how to proceed. My assistants are highly trained and report directly to me when there is a problem and ask me how to proceed. All the assistants are under direct supervision by me. As soon as we saw that the trays were no longer tracking or fitting, we rescanned and started a revision to get her back on track, just as I had explained in the video that I sent her at the very beginning of her treatment. She has also missed some appointments, which in turn throws off the schedule for the trays. As for the balance on this patient's account- The original charges were $4,950. So far, in 17 months, she has paid $2,400. Per our original payment agreement, the balance was to be paid in full by March 2022. We are a quality and ethically driven office. This is the first time I've had someone file with the BBB, in my over 25 years of practice. We have a 4.9 google rating and a 5.0 rating of Facebook. We obviously try to do our best to please our patients. I personally think this complaint is based on a series of misunderstandings and unrealistic expectations.

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