Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ** The attachment has both problems information***

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been a patient of **************** ****** since 2018. I was told that my Invisalign treatment would only take 18 months to complete. 6 YEARS LATER, my treatment is still not complete. I expressed my extreme dissatisfaction and utter frustration with my care and treatment duration to both ************ and the office manager in 2021. I also informed both parties that I would be moving out of state and asked to have my treatment transferred to a different orthodontist at no additional cost. They refused and stated that I needed to remain their patient in order to complete my treatment and that, as compensation for my extreme dissatisfaction, they would offer a free, lifetime supply of retainers. After moving out of state, I received my next set of aligners. Once I completed that set of aligners, I contacted **************** office 6 times (via phone and email), between June 2022 and May 2023 asking to speak with ************ about my treatment. To this day, I have received no calls or emails from ************. I no longer have my aligners and my teeth are already shifting every single day. My treatment is now starting to regress due to **************** neglect in continuing my treatment. **************** refusal to return my calls and emails also is delaying other dental treatments that I need completed. However, I cannot proceed with these other necessary dental procedures until my Invisalign treatment is complete. I paid ************ for his services in full, years ago. I expect him to act with integrity and complete the services for which I have paid. DESIRED RESOLUTION:1) Mail me the last set of Invisalign aligners so I can get my teeth realigned, without additional charge.2) Mail me a retainer based on the last Invisalign aligner in the last set, without additional charge. 3) Mail me future retainers, free of charge, without undue delay. 4) All future correspondence will be via email only so there are no disputes as to what was promised.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We were on a payment plan at **************** in ********* for my daughters braces and are no longer receiving treatment there. We started our contact before covid. My daughters treatment was pushed way back but the payments still came out of my account while the office was closed. I understand that the office had to close and that was out of their control but the time that was missed greatly affected my daughters quality of treatment and length of treatment in a negative way. I was still getting charged even though we werent receiving treatment. RS then constantly continued to push back appointments and we did not get the treatment we were promised and paid for. It was not a good experience at all!!! It left my daughter traumatized! I invested ****s for work that was never done and now has to be corrected elsewhere. Ive had multiple consultations with other orthodontist offices and am learning how much was not taken care of professionally, properly, or timely. We also had a horrible experience after my son developed a serious infection after being seen there and no one was able to see him to look at it after. The office did not communicate what was wrong. He was very sick after!! We had to go to ****** Hospital to have his gum infection treated. An infection that started after his cleaning at ****************. His doctor made a point of recommending we find a new dentist. Before having to see his pediatrician I tried calling RS for over a week to try to get him in ASAP for his gums but they couldnt get him due to the lack of communication in the office. He missed a lot of school that could have been easily avoided had he just been seen promptly. The manager ******* was EXTREMELY rude and pushy and made my son and I very uncomfortable!! She made him cry and was mad that I cancelled starting braces for him there after the infection and the horrible office communication. I have reached out to Image Orthodontics multiple times and heard nothing back.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to Image Orthodontics at **** ******* ****** (*** ****** *** ********* ** *****) on Monday, April 18, 2022 for a new patient consultation to determine if I needed braces to correct gaps in my teeth. I met with *** ******************** and he determined that Invisalign was the course of action to correct the gaps in teeth. The office staff proceeded to present me with a treatment plan for "Invisalign Assist". After factoring in all treatment fees and my estimated insurance fees and discounts, the estimated patient portion that I would have to pay would be $3552.00. They offered me the option of a down payment of $99 which I applied to my Wageworks credit card. The staff stated that following my initial treatment, I would be paying a monthly payment of $99. The first appt for treatment was scheduled for Saturday, 6/11/22 at 9:10am. Due to unforeseeable circumstances, I called Muir Station on 6/6/22 and cancelled the upcoming appointment and the receptionist scheduled a new appointment for Saturday 7/9/22 at 1010am. Shortly thereafter, I received other treatment options from my primary dentist and made the determination that I did not want to proceed with using Invisalign to correct my teeth gaps. On 6/29/22 I received a voicemail (from ************) from "********" at M. Station stating that I needed to call about "a declined payment" despite the fact I have not received any treatment to date. I called M. Station on Saturday 7/2/22 and requested that my appointment be cancelled and that I would not be seeking treatment elsewhere. I also requested that the $99 down payment be refunded due to the fact that I have not received any treatment. I was told by ******** that someone from billing would contact me to discuss. After receiving no phone call, on 7/7/22 I called ************ to speak with **** ********** (the Practice Manager) to discuss being refunded. I was told she wasn't available and that she would call me back. No one has contacted me yet.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The provider refused to reschedule my follow up appointment for my Invisalign treatment due to insurance loss stating that I was not entitled because the insurance didnt pay their portion of the claim. Also I was threatened by ********************* that my **** would go to collections though I have made my monthly payments.I was told that Invisalign isnt a medical issue rather a cosmetic, although I have paints and explained that this could further deteriorate my overbite and jaw pain/migraines.When I reached out to sort my insurance issue ********************* reaffirmed her position and refused to transfer me to an office manager. After asking many times, she would transfer me to a line that no one would answer. I emailed her as well asking to speak with an office manager - I have still to hear back. I seek intervention. This is supposed to be a medical provider that provided orthodontist services. I have Invisaligns and dont know whether theyre helping or damaging my jawline. I got this service because I had severe migraines due to grinding my teeth which caused the overbite.

*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. ↩