Complaints

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in for my 3 year old to be seen for sedation and treatment 01/2024. A few days later I go to floss him for the first time (was told to wait a few days) his filling that they did came out. I called right away and scheduled a post op, I went in and was looked at by another dentist and he told me lets just keep an eye on it we shouldnt worry. A few days go by after that and another big piece of his filling came out mind you this is happening on his front teeth so my child is walking around with a hole on his teeth. I called the night it happened left a voicemail and no one calls me back so I spent all day calling and no one was answering. Had a friend call from he phone they answer her right away so I spoke to the manager about what happened and she scheduled an appt with *******. I go to that appt with ******* and when I tell you I have NEVER been so disrespected by anyone specially a business I mean it. He tells me that its my fault it fell out and he doesnt want to do anything about it. I tell him no we need to fix it and he keeps saying nothing he can do. He told me if I didnt like the way he does things I can go somewhere else. Mind you I already payed over $2,500 for this procedure with sedation. I dont live close Im an hour away from this office so thats gas Im spending and taking time off of work and as a single mother its definitely a hardship to be put through this. He was so unprofessional I left this facility crying even the assistant apologized when he left the room. Two weeks ago another filing came out. I took him to another dentist and he was shocked at the way ******* treated the situation and said no way we need to take care of this asap he cant have exposed nerves/tooth like that. And this dentist did a work up and she said that the cavity he treated he didnt do correct because she see on the **rays something brewing underneath like he didnt get the whole thing. So now I have to pay another $2,000 to get this fixed by someone else.

  Business response

  05/21/2024

  ************** didnt agree with Dr. ******* professional opinion on 02/19/24 of observing the small fracture of a white filling on her son ***** front tooth that was placed 01/24/24, and set up an appointment for me to evaluate the same filling. On 03/06/24, ************** started the appointment in the dental room, being accusatory of our dental office screening phone calls, implying that we were avoiding her calls. I assured mother that our office doesnt screen any calls, we answer all phone call for all departments as they come in, and asked her how we could help. I evaluated the filling on front tooth and agreed with ****************, that we should monitor this tooth, as the filling was still present, with a small fracture, and that would avoid having to put **** to sleep again under general anesthesia. I wouldnt recommend taking on the treatment risks of putting any child to sleep with general anesthesia to fix a small fractured filling. Mother did not like that option, and was insistent on me trying to fix the tooth. Due to **************** volatile and accusatory demeanor in the dental room, I didnt talk about the possible cause of the fracture being from one of ***** toys or a foreign object like a pencil or a pen being put in his mouth.  Children under 3 are very oral, and put many different things in their mouths. Toy cars and Legos are just a few of that tings that my own children have put in their mouths and chewed on. Mothers persistence and aggressive behavior caused me to practice out of my comfort zone and attempt at two separate times during this appointment to fill the tooth, with the help of Mother holding **** and two dental assistants. Both attempts failed due to **** having a difficult time and moving in the dental chair while trying to add to the filling, which was anticipated by me and my dental team. Unfortunately, ************** has unrealistic dental expectations, and does not want to understand a perspective other than her own. I reiterated to mother that I would monitor ***** tooth at this time. **** had a very difficult time for both attempted procedures, which made mother even more emotional. My staff and I did the best we could to be empathetic and comfort both mother and **** through this process, which is why my assistant apologized to mother. I explained to mother that if she had any further questions or concerns to please give me a call, we are always here for her.
  I have been a dentist for 24 years and I am a dual trained Pediatric Dentist and Dental Anesthesiologist. I never had a complaint from the BBB. I have owned my Private Pediatric Dental practice for over 18 years, I am a father of 5, and I would never tell a parent that it was their fault, nor would I ever say there is nothing we can do to fix a dental concern. My practice philosophy has always been a team approach. Me and my dental team all trying our best to fix the patients dental concerns with the help of Mother and Father. Never have I expressed to any parent at any time, that if they dont like the way I am doing something, that they can go somewhere else. That would not allow my practice to flourish.  Furthermore, if I treated any of my patients this way I would not be able to retain and grow to 32 employees in our ***** square foot, 19 chair dental office. It is my job as a Dental Professional to educate and explain to the best of my ability the reason for doing anything dentally to a patient. It is very unfortunate for ************** to take what I said chairside and present her own disrespectful, mean-spirited interpretation of what was said.  I dont know whats going on in **************** life, as to why she fells it was better to slander and tell a false incomplete story on social media, attacking my professional character. I told her, as I tell ALL my families, if you have any questions or concerns please give me a call. 
  
  

  Customer response

  05/24/2024

   I am rejecting this response because:

  Its pretty unfortunate that he wants to lie. That is definitely not how our interactions have went. After receiving this bbb complaint ************************* called me to tell me off and tell me he would have preferred me coming to him instead of writing reviews. He was very upset but it is my right to share my experience.
  First of all I have reached out to them twice to get this fixed and both times they didnt. On the last time we met he told me to go somewhere else as he didnt think we saw eye to eye. Like I said he called me after receiving this complaint and right away he was being aggressive towards me I couldnt even get a word out without being interrupted. Very unprofessional, why would I ever want him to be around my child when he acts and treat me this way. He didnt try to resolve any issues he just called to get his few last words in. Pretty surprising its his first complaint (so he says) when he has dozens of bad reviews. I had to get my sons teeth fixed elsewhere (per his suggestion to go somewhere else) and have paid out of pocket. I would like to be reimbursed by this office. 

  
  

  Business response

  06/05/2024

  **************, once again has her own version of what happened. I told ************** that I saw her in March and didn't know she felt this way until I read her review and received a BBB letter, months later in May. I tried explaining, that a phone call would have been a better approach to fix the concern at hand, as that I am aware of her concern directly. It is very unfortunate that ************** interpreted that as "telling her off".

   She told me she went to another office. I asked if she needed help with anything. She replied, No and I wished her and her son the best. 

   I explained to ************** at the appointment where we attempted to place a filling twice while she held her son chair side, that we would make this right and I would cover putting her son to sleep under GA once again, but at this time due to it being a small fracture I would watch this tooth. ************* obviously did not like that that option and decided other wise.

   

  This compliant is unfortunate. I am not trying to upset **************, we are simply trying to do our best. I have nothing further to comment on this situation. 

   

  ~******************

*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. ↩