Complaints

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dentist gave me a bad warranty that I didnt even ask for at $200 per tooth. I have tried repairing his poor quality work under the warranty with two dentists and neither would fix the issue as they said it was not covered . *** tried asking for my money back but no luck. They treated my mouth improperly and left me with no top teeth and no plan on how to restore the top. I spent over $15000 there and have a mess. I want all the money from the worthless warranty refunded to me ASAP.

  Business response

  08/14/2024

  In regard to her not asking for a warranty, this is not something we automatically add.
  We pay the fee directly to a third party when a patient wishes to purchase it.  She agreed to purchase it at the time, and it is clearly itemized on her patient statement. 

  All work was done to patient satisfaction upon delivery. Several months after completion of work, the patient expressed dissatisfaction of work and we have already refunded her a substantial amount. 
  All dental warranties are thru a third-party company and require certain maintenance guidelines to keep them enforced, such as regular cleanings and routine home care.

  
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im being charged for work that I didnt receive I asked for a breakdown of charges and they kept sending a copy of original estimate at highest then sent me a thing saying owe 17k also took a payment that wasnt added. A lot of this work wasnt done I still am at a start one but with 1 tooth look horrible they also gave me horrid chemical ***** left me in chair crying with it in my mouth then came in to numb me up to work on next step then walked out said have a good day without working on them. I asked and argued trying to get a break down on whats been done and they refused all she kept saying was I signed original estimate which is true but they didnt do the work that was on there.

  Business response

  09/21/2023

  Dear ****************,
  
  I apologize for any confusion youve experienced while receiving care at our practice. In this reply, I hope to address your business-related concerns and maintain a level of respect and privacy for your other concerns.
  Let me first ask for more details around the payment you made that you say wasnt added to your account. This rarely happens as we reconcile daily. If you have an account statement or anything showing a payment that isnt on your ledger, please email a copy to me directly at ************************************************************ I have attached a copy of a redacted ledger so you can review the payments.
  It is our normal practice to collect half up front for all procedures, however our office manager allowed you to make monthly payments as a courtesy. Unfortunately, 9 of the 10 transactions were declined. (See attached report from our merchant provider for transaction details.)
  Regarding an itemized statement of completed treatment, it is our practice to supply patients with walk-out statements at every visit. When asked, we also provide more detailed ledgers at any time. To ensure youve received a complete patient ledger, I mailed one via confirmed signature to the address on file. **** Tracking #********************** shows it was delivered and left with an individual on 09-16-2023 at 13:12.
   Your last appointment was in January of 2023. At that time, you were instructed to return for any needed adjustments. We have not seen you since. We are limited by HIPAA what we can address here as far as your treatment concerns or any adverse reactions you experienced from the reline material. We encourage you to contact the location manager, *************************** at ********************************************* or by calling the office at ************ so that we can address these concerns. Please understand, **************** continues to care for your dental health and would like to help you be more comfortable.
  At this time, we see no reason to adjust your bill.
  Respectfully,
  ****** Ballard

  Customer response

  09/26/2023

  Complaint: 20208125
  
  I am rejecting this response because:
  
  

  Yes they took cash payments they left a tooth in that I have to have removed and they burnt my gums left me crying and came in numbed me and then left came back said have a good day they didnt advise anything also had dentures looked at and they did them completely wrong
  Im also being charged for stuff they didnt do to my mouth and they refuse to adjust there side on financial they sent me a letter stating same thing never adjusted it. Also many of my appointments was canceled due to them without notice I had to take days off and was charged for them as well. The cash payment was **** someone at front desk took it and never added to my account I want this adjusted to what was received not to the plan they set up. I also want a discount on dentures due to having to had 5k worth of new ones made because these are wrong and they also put metal in my mouth have seen 2 other dentists that has confirmed this. 
  

  
  

  Business response

  09/27/2023

  ****************, 

  We would very much like to help you with any discomfort you *** are feeling. As you have not returned for any follow-up visits, we have been unable to address those issues and cannot adjust your bill for treatment you believe is incomplete or missing. I emphatically plead that you schedule a time with *************************** for a follow-up visit. 
  
  The BBB can only mediate billing issues.
  
  If there is a payment unapplied to your account which you have a receipt for, we will happily adjust your account. The cash receipts attached here are from payments made on June 16th. These are reflected on the redacted ledger previously sent as one payment of $600 on June 16th. The patient is given the white page of this form. Please share a photo of the receipt you have for the $3,500 you paid that is not reflected in the ledger and is not in our receipt books. 

  We will obviously adjust your bill once evidence of payment is forthcoming or a follow-up visit warrants any further adjustments. 

  We sincerely care for your health and would like the opportunity to resolve this. 

  Respectfully, 

  ****** Ballard
  

  Customer response

  09/28/2023

  Complaint: 20208125
  
  I am rejecting this response because:
  

  I refuse to come back I had to see a different dentist because of the dentures not made rite and yall really hurt me the last time I was unable to eat for over a week because of the ***** and the not caring when I said was burning and crying still made me do it. You can adjust my bill to what was done Im done with your office yall have messed up my hole life so just adjust my bill and look at when he removed my teeth and take off 3 of the implants that failed one was never even put in. Remove one of the teeth not removed and remove the appointments that was canceled by **** and remove any cuter appointments I do believe I deserve a discount on my dentures since they are made completely wrong which was backed by 2 other dentists and I did give a **** payment cash that was not put on my account. Olease go back look at your cameras to see where it went. 

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