ComplaintsforSunrise Dental Of Issaquah

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On christmas eve I had tooth pain in one of my teeth. This place was the only office open that took my insurance. They took xrays and the dentist said "I can't really see anything for sure but I know for sure decay but I need a better image but thats going to cast you $300 something dollars for the **** I say sure go ahead. I tell them not to do any more work than necassary because I am switching insurances on the 1st of January that I just want that tooth addressed. They do the scan and he comes back and tells me yup yup for sure tons of decay (which another dentist at another location who had to fix my temp crown from this office said she saw NOTHING on the scan) so he does the root canal I "needed" on that tooth and all the sudden he starts drilling a second tooth! He says meh we will also just do a crown on that tooth it had a cavity filling but crown will be better all while I am drugged up and under the knife and cant really say stop. Three days go by and the pain is intensified and I had to go to another sunrise dental closer to my house for them to see if its okay and they said I never needed any work done and the temp crown was cracked and I needed it to be redone. To this day in March I am still working with my new endodontist to correct this half assed not needed dental work all because I was taken advantage of and charged $3,000 for work that never was needed and now their office keeps calling me saying I NEED a root canal on the tooth they drilled that had a cavity filling that he decided to replace with a crown all because it looks better

  Business response

  04/04/2024

  Have attempted to contact BBB multiple times requesting an extension on the deadline of the complaint. Business owner and Doctor are out of country and will be back soon. Today your office has paid training and is closed, will contact again tomorrow requesting additional time. Thank you for your understanding, we will get this complaint resolved

  Customer response

  04/04/2024

  I have the company begging me to take down the complaint before its resolved saying its a time constraint from the BBB that they can't come to a resolution right now but my review could "frankly tank a business" is how ****** put it and has contacted me everyday without resolution after providing them with everything they requested. They said they are sorry I was unsatisfied with my care and they will have trainings to make sure this doesn't happen again and that they would really appreciate if I could please take the review down. I don't think I want to do that since we have no resolution, I am still over charged, but they said the reason I need to take it down before they did anything was because the review would post because they have a deadline from you guys so I feel like they are trying to gaslight me into taking my review back 

  Business response

  05/09/2024

  Please see attached document for business response.

  Customer response

  05/14/2024

   
  Complaint: 21506736
  
  I am rejecting this response because: From the get go online and through text messaging I had let them know I did not want anymore work than needed because my insurance was changing on January 1st and they were not an accepted provider and to just please work on the tooth I originally came in for it hurting. When I said I didn't want any work besides that tooth the assistant said in order to run the Chery financing you just had to do the full treatment suggestion that its just what it shows.  After I was numb you took it upon yourself to then just grind out a filling and put a crown on a tooth and say it needed it because the filling is close to the nerve. It has taken this long to get another 3D cone scan of my mouth and read by the endodontist and I had that done last week. They just called me today to say I need the root canal redone that the business originally did that it was not done correctly and still has infect pulp in there so I am scheduled for that on Thursday and then was told that tooth you decided to just do while I was numb also needs a root canal because its been compromised and they still are confused why that tooth was even originally touched because with the xrays send over from your office it was fine. I will be uploading everything with notes after the redone root canal on Thursday. I also have notes being send to me from my appointment with the ********** Sunrise Dental that I had to go into a couple days after your team and you did the root canal and crown because my temp crown was not seated correctly and was causing gingivitis from it rubbing and cutting my gums. The dentist had to remake my temp crown and redo all of it. She also prescribed me an oral antibiotic mouth rinse, a numbing mouth rise because she said she is certain there was some nerve damage from where you did the numbing injections and you should of been more mindful since I told you I had ****** danlos. If you watch back on your security tapes you can see while you were working on my mouth you started grinding away that cavity tooth and I raised my hand and said hey what are you doing I can feel that it hurts and you said I am making the call to put a crown on this one and I said well I can feel it and you said just hang on a little bit and I will be done and didn't even numb that area you were working on. Also I am uploading the texts I have with your office of me needing to switch off the antibiotic you put me on but I needed to switch due to it triggering my tachycardia from my POTS and you would not and told me to go into my doctors office to be seen for it which a family physician cannot treat dental related infections. I have all my medical releases signed as well and Willamette Dental knows the whole situation and is willing to share my newest scan and my notes and records from later in the week
  
  Sincerely,
  
  *******************************

  Customer response

  05/14/2024

  here is the rest of the text thread of them denying to help any further when I had issues with the root canal since the day it was done. Their office should have all the text message threads with me speaking to them about all the issues after and trying to get back in and they were unwilling to help

  Customer response

  05/14/2024

  Here is the receipt of the new 3D scan that I had to schedule and wait my turn to have a scan done to address this since my current dentist office does not have this piece of equipment to image it. It will show the date I had this done which was on May 8th 2024 so I have been still working on getting my mouth fixed but moving at snail pace because its really hard to get appointments with specialist to fix this. 

  Customer response

  05/15/2024

  I will be sending the notes from my treatment tomorrow but I just got off the phone with my endodontist and we are doing a retreatment on tooth 3 which was the original tooth I went into for pain. After reviewing the 3d scan a root was missed which is what she suspected from what I was feeling but didn't want to drill into a new crown without confirming it on the 3d scan which we now have. So it was not done properly originally 

  Customer response

  05/20/2024

  Here are the records from the ********** location that redid my temp crown just 4 days after the original work was done. As you can see I stated with them the problems I had and the refusal to switch my antibiotics which I provided in the previous messages. It shows I had a fever feeling to hot to the touch as well. I am still waiting on the notes from my root canal I had redone on Thursday last week but it was so infected and unfinished that I now have to have a second appt to finish it after an hour of work clearing infection.  

  Customer response

  05/20/2024

  And here are the notes from my dentist visits to my new dentist how it was still a constant problem and that we were doing the proper steps to try and save my tooth. You can see the difference on the two x-rays from this one and the previous message files. I will be having to have another endo procedure on that tooth again in July. The work was not done correctly or carefully and I will now be in debt not only $3,000 for the originally root canal that was not done correctly but now all these appts and follow *** to make sure the infection is clear and this heals correctly and that it doesn't turn into my tooth needing to be pulled

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday July 2nd, 2023 we called random dental offices looking for someone to fix my significant's front tooth partial. The lady on the phone at Sunrise Dental told us that they could help us if we came in at 4pm that day. After his exam, they decided to start doing x-rays that were never needed. Even though we needed help immediately, they convinced ****** that they could make a new partial for him in 3 weeks. After that, they did a ** scan for making an implant. The Hygienist told him the implant would only cost $2,000 for everything INCLUDING the crown...which ended up being a total lie. English being ******'s second language, he was totally mis-led and coerced into having things done that he never needed or wanted. We only wanted his flipper fixed!!! They said they could create a temporary front tooth that day. When he tried on the temporary, it was awful; a fake rubber-like temporary front tooth that was even ripped and and looked worse than a cheap Halloween prop. Somewhere during all of this, they made him sign some sort of agreement to their treatment plan that included an implant, and we reluctantly paid the balance of $1,221. We still weren't getting his flipper fixed! Three weeks later, we picked up the new flipper. It was horrible! It didn't fit and he couldn't talk with it in. It was more like a night guard than a partial denture! This was not acceptable.We met with a different dentist that day, telling him how upset we were. We refused the work they had done due to incredibly poor quality. We told him our story, and we all agreed that we would only pay for the exam and x-rays which was $140. We shook hands on this agreement.Today we got a call from *****(?). He told me that the dentist in charge (**************) would only agree to refund the appliances and not for the ** scan that was $360. This is outrageous! Again...all we needed was for them to fix his flipper! Our bill should have been $0 because they didn't give us anything we asked for.

  Business response

  07/31/2023

  As you know, X-rays are in fact needed when seeing a new patient, despite what this complaint says. For liability reasons, we need to have record of what the patients teeth looked like before we do any work so there can not be a claim later. 
  
  A temporary tooth is temporary. A permanent solution is a dental implant and the patient wanted to know what the full cost would be. There are many factors that go into if a person is a candidate for an implant such as bone density. The ** scan was put on the treatment plan that the patient signed. 
  
  Regardless, the patient was unsatisfied for the quality of the product, we offered to refund everything but the xrays and ** scan which were used effectively to diagnose and provide a treatment plan. We did not force the patient to undergo anything including the ** scan.
  
  The complainant insisted to our ************ Director that if we did not refund in full, she would leave bad reviews and pursue this further. 
  
  If the patient would have come back to the office to allow us to fix this, we would have done so at no charge. It is not our fault they chose to pay another provider.
  
  We consider this matter closed.
  
  

  Customer response

  08/04/2023

   
  Complaint: 20392530
  
  I am rejecting this response because:

  1. We were not new patients. We only came in because the front office told us they could fix ******'s flipper that same day. That is all. No exam or x-rays or implants were wanted or asked for.

  2.  The hygienist started taking x-rays without explaining why. Then she took the ** x-ray without explaining anything, including mentioning the additional cost. *** continiually told them that he didn't need x-rays because all he needed was to get his flipper fixed. It was as if they weren't paying any attention to him.

  3.  The dentist pushed repeatedly to find out where *** was born because he has an accent. Reluctantly, *** told him, and almost immediately, the dentist got a scowl on his face and turned around and left the exam room. After that, the assistant came in the room with a clipboard with paper on it. This is when she made comments like "you are too good for this..." and "I'm so sorry but...." and after that told *** that an implant would only cost $2,000 totally with the post and the crown - "with everything included". This was less than half the price we had been quoted at a different dental office. Then she had him sign the paper she had without explaining anything.

  4.  Being a musician, *** needed to be able to perform without missing a front tooth. The agreed to make him a temporary device that he could wear during his performance. It didn't stay on his teeth and the fake tooth was only painted on to this jellyish mouth guard. It was also ripped and very ugly. A total waste.

  5.  They promised a brand new flipper in 3 weeks time, so we made an appointment to return in 3 weeks and left the office. 

  6.  We returned 3 weeks later (still without his flipper all of those weeks) to pick up the new flipper. They put it in his mouth and it was a disaster. It was more like a night guard than a one tooth partial and not only didn't fit, but he couldn't even talk with it in his mouth. This was rediculous.

  7.  The dentist that originally worked on *** was not there at the time, so a different dentist pulled *** and myselt into a small office by the front desk and lobby. After we told him our story, he showed us the statement and we all agreed that we would only pay for the exam and the x-rays ($140) - nothing more. We were to be refunded the remaining charges which were for the ** scan, the temporary and the final flipper. We shook hands on it. He was also sure to take back the temporary that *** had. Afterthougt was that he wanted it back so we could not hold it against them. He told us that someone would be calling us on Monday regarding the refund.

  8. ***** called us on Tuesday. He also listened to and understood our story. He said he would talk to the dentist that took care of *** originally and would get back to us. When he called back, he said they would only refund us for the temporary and the flipper since we didn't approve of the quality. I NEVER threatened to post bad reviews about them if we weren't satisfied with this decision. I did say that they would be hearing from us because we were going to be taking legal action in order to get our money back.

  There is so much more that we could tell you. I see in Yelp and in your BBB website that this particular dental office has had several complaints similar to ours over the past 2 years. I am going to be talking to our State ************************* about researching all of the complaints. There are several complaints on record, and I wonder how many more happened to people that just didn't say anything. It is obvious this practice has no ethics or compassion for the people they "try" to service. They have stolen our hard-earned money and gave us nothing in return except frustration.
  
  Sincerely,
  
  Debye *******

  Business response

  08/23/2023

  We have agreed to refund the patient. We are currently working with them on orchestrating the refund. This matter is considered resolved on our end and she will say the same.

   

  Thank you,

  Customer response

  08/24/2023

   
  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 when the name spelling has been corrected and it has been approved by BBB. I will sign after both of those requests happen.
  
  Sincerely,
  
  Debye *******

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This place is highway robbery. If you go ttere for an emergency, they will have you sign away most of your bank account BEFORE even contacting your insurance. Run away! We were just drained of our entire checking account. These people ONLY care about money. My hubby was in unbelievable pain, they knew that and asked for ***** bucks upfront!! Who does this? Shame on you Sunrise. Shame on you!!!

  Business response

  04/27/2023

  We spoke with ***** this afternoon and have addressed her concerns and come to a mutually agreeable solution. Please feel free to contact her, she will tell you the same. We are all on the same page now. 

  Please call with any more questions,

  *****

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

• Initial Complaint

  03/10/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 10/28/2022, I went to the clinic for a regular teeth cleaning. During the process, they recommended a night guard to me and told my insurance would cover the cost. The nigh guard is expensive and I only agreed to buy it because they told me it was covered by my insurance. In March 2023 I received a bill from the clinic telling me that my insurance denied the cost and I have to pay the balance. I'm not happy with it as it is their mistake that misunderstood the insurance policy. I should not pay for their mistakes.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sought emergency treatment from this business on 11/26/2022 because I suffered a fractured tooth the day after Thanksgiving. The damage necessitated a root canal and a crown, so my husband and I expected the bill to be expensive. However, heres what we didnt expect. We contacted Delta Dental to report that upon further inspection Sunrises work was not done properly (there is a gap between the crown and my gum line, along with excessive cement in other places). Upon doing so, we learned that, although I was charged over $2900 for the emergency work, the patient responsibility was only $1200 on the Explanation of Benefits. Because of this discrepancy, I had my husband, *****, start asking specifics about what was included in the claim. We soon discovered that there was a $360 x-ray charge and additional examination fees that were NOT submitted as part of the 11/26 claim. On the date of service, Sunrise told me that certain x-ray charges would not be covered (even though they are in-network with Delta, our insurance company), then didnt submit them to Delta and essentially pocketed the $360. Sunrise is now submitting those services but only after Delta called them and started asking questions. Given the lack of transparency with the billing and the fact that the work wasnt done properly, ***** filed a Quality of Care complaint and advised me to ask Sunrise to be honest and report the claim as failed care so that I can seek a proper repair from my regular, trusted dentist. When these wishes were vocalized, Sunrise first gave us the run around, saying that there would need to be a conversation with management before doing so. Then they demanded that I come in for more x-rays. When I refused, indicating that I didnt want any more work done there, their representative hung up the phone on me. A thorough investigation into Sunrises billing practices would be appreciated. A survey of reviews on Yelp and ****** indicate that I am not their only victim.

  Business response

  01/31/2023

  Please see attached letter in response to this complaint. Don't hesitate to reach out with any other questions.

   

  Thank you,

  *****

  Customer response

  03/08/2023

  To Whom It May ****************** name is ********************************, and I am writing this to formally request the re-opening of Complaint No. ********, which I filed against Sunrise Dental of Issaquah, WA. 
  
  Before I go any further, a brief apology. Correspondence from the Better Business Bureau unexpectedly wound up in my e-mail's junk box, and I did not see the last three messages or realize that my complaint had been closed. I have since had time to review the businesss response and have a some of points of concern. 
  
  First, regarding the initial allegation that Sunrise Dental overbilled me. Yes, I am now aware that I had been given incomplete information regarding the EOBs. There were two of them, not just one, as I was first informed. However, I would like to comment on the  nature of these billing practices. For whatever reason, Sunrise chose to divide the services into two claims in different months -- even though it demanded the entire payment up front, on Nov. 26. In turn, this practice essentially made it so that other subsequent, non-emergency services on unrelated claims were then processed before the November emergency procedures. According to Delta Dental, claims are not supposed to be randomly split up, and by one representative's calculations the choice to do this to my EOB resulted in a bill that was potentially $800 more (than if the clinic had submitted it all in one fell swoop). I would hope that the BBB asks why half of my claim was submitted a month later. 
  
  Regarding the businesss response to the claim, I have some serious points of contention and believe that the business is, at best, misrepresenting the situation and, at worst, lying about it. 
  
  On Jan. 31st, Sunrises *********************** wrote the following: Our images from the date the crown was seated show nothing being wrong. If there is a problem with the crown, we have told the patient we will redo the work or discuss a refund. In order to do that, we have requested the patient send us an xray of the tooth so our doctor can determine if there was an issue with our work. The patient has not responded to that request.
  
  The last part is unequivocally false, and heres why: **************** reached out to my husband, *****, via text messaging that week to belatedly discuss the situation. Initially, when I requested that the 11/26 treatment be reported as failed for insurance purposes, the Sunrise representatives were not cooperative. One of them told me that management would need to discuss my request behind closed doors first. When I called to follow-up, a Sunrise representative hung the phone up on me. Because I couldnt get any direct resolution from the office, I then chose to file complaints with the BBB and Delta Dental. I also scheduled repairs to the crown from ****** & Brown, my regular dentist's office. 
  
  The BBB complaint is why **************** finally reached out to my husband, on Jan. 25th. He asked ***** to get me to withdraw the BBB complaint, so that it wouldnt go on their company record. But the claim that I hadnt responded to any communication from Sunrise is an absolute lie; **************** was in communication with my husband, who was authorized to speak on my behalf. 
  
  Regarding **************** request for additional x-rays of the tooth, I have concerns about ****************' representation of these events. When this complaint process began, ***** contacted Delta Dental to ask whether or not additional imaging specifically done by Sunrise was necessary for the work to be reported as failed. ***** said no" -- and that that the examination, imaging and professional testimonial from my regular dentist was more than sufficient. Delta did not request additional imaging. *****'s advice was to not submit to any additional testing by Sunrise, and to avoid going back to there on the grounds that I had filed a Quality of Care Complaint against them. ***** informed ***** that I was of no obligation to have Sunrise re-do the crown, and that that it was okay to stick with the regular dentist with whom I was most comfortable. My husband and **************** spoke about this, and **************** told ***** that it was okay for ****** & ***** send any new imaging to Sunrise. 
  
  ****** & ***** sent the examination report and all imaging to Sunrise in the interests of being cooperative and to expedite the refund process. I had my husband correspond with ****************, to let him know what was being sent. 
  
  After Sunrise received the photograph of the improperly seated crown, **************** reached out to my husband and said that the photo wasnt enough, that they needed an X-Ray. Prior to having the improperly seated crown removed on Feb. 6th, ****** & ***** took an X-Ray of the tooth. It was forwarded it to Sunrise. On Feb. 21st, **************** reached out to ***** again to retroactively specify that they now needed a bitewing X-Ray of the whole tooth, so that the doctor can see its failed and why.
  
  This request was made even though Delta Dental said that no additional imaging was needed, and in disregard of the second professional opinion from my regular dentist.
  
  If feels like Sunrise has played games when it comes to processing a refund for the failed work.
  
  If Delta Dental says that all this imaging wasnt needed why is Sunrise insisting that it was?
  
  What is the point of a second medical opinion, if the provider who did the work improperly gets to dictate the process of the complaint?
  
  If Sunrise wanted to have the opportunity to fix the work themselves, then why did they treat me so unprofessionally? They said they'd have to "discuss" my intial failed request with management. They were not cooperative. They hung up on me. So, yes -- I decided that I would rather deal with my regular dentist.
  
  Whatever happened to giving the patient the benefit of the doubt and offering to check it out, versus giving them the run around?
  
  Why did **************** allege that I hadnt responded to the aforementioned imaging requests when he was texting my husband behind the scenes and saying that acquiring imaging from ****** & ***** was acceptable? Why did **************** not preemptively specify that that this X-ray needed to be a bitewing one?
  
  At this time, I respectfully request a further investigation and intervention. It has been over three months since the treatment, and there still is no satisfactory resolution. I spent roughly $3,000 out-of-pocket to have my tooth fixed, then spent another $1,400 to have Sunrises faulty work redone. 
  
  Sunrise needs to stop playing games and do the right thing by offering a partial refund instead of continuing to engage in this misdirection and misrepresentation. 
  
  Thank you for your time and attention. Please feel free to contact me at ********************* for a continued dialogue about this complaint. 
  

  
  

  Business response

  03/21/2023

  We are refunding the patient for her crown and are working with the insurance company to reverse charges on their end as well. 

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband came to this clinic due to acute dental pain on 6/5/2022. During the course of treatment, he was BURNED badly to the point the pain of the burn superseded the tooth pain, causing additional discomfort with talking, eating, and sleeping. He missed Monday, 6/6/22 of work due to the pain and suffering caused by this burn. It was that morning, less than 24 hours after service that I called the clinic to notify that my husband refused to return, instructed them to cancel any lab procedures in the process (creating crowns that they took impressions for) and I wanted a call back to discuss reimbursement. After 5 pm that day I received one missed call from a number, no voicemail, no text. No further contact from this clinic. On 6/22, I reached out and requested a call back - the "director of patient care" hung up on me. He spent the entire day going back and forth between myself and saying "let me see what I can do" while offering increases of $200 in reimbursement every time, up to the final call of that day where he was offering $1800 but continued to reference that it would be "reimbursed to the insurance" related to the claim... despite having previously informed me the clinic had NOT billed my insurance yet, hence why I was entirely out of pocket for these expenses thus far. I confirmed with my insurance company that no claims have been submitted. I asked to speak to the owner of this franchise and was instructed to send an email to the general clinic email, the response which again claims that my insurance was billed and they would discuss a refund with them. This is a lie. Not only are they lying, billing my insurance for service they haven't completed as my husband refuses to ever come back to this clinic, they still haven't addressed that their malpractice created this situation in the first place! It is customary and industry standard that if a patient is INJURED during a service that the patient NOR INSURANCE are billed for the procedure, stop lying!

  Business response

  07/13/2022

  Regarding Complaint ID: ********
  
  There are many inaccuracies with this complaint. The author of the complaint began making demands while escalating her threats. If we did not refund, she would continue to elevate her public comments and bring forth a lawsuit. We tried to work with the patient from the beginning including offering to partly refund the account.
  
  The insurance was absolutely billed as stated. Our office never told the complainant that we had no billed insurance. She is the one who told us her insurance has not received the claim yet. Our office has no indication of any request the day after the appointment to suspend any lab work. The notes of the call indicated the complainant wanted an explanation for a charge and was satisfied with the response. We offered to have the completed crowns transferred to the patients existing dentist. This was not an acceptable offer, neither was the refund. The complainant has a refund offer, it is up to her and her husband if they wish to accept it. 

*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. ↩