Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I I am a patient of New Image dentistry for the past couple of years. I had a cleaning two weeks ago and felt very sore and uncomfortable for the last couple of weeks. I tried to give it a few days, considering it was a deep clean, but it my teeth kept getting more and more sensitive. I was told I had a cavity on one of my upper molars the last time I went in, but they said to just leave it, I went in for an emergency visit today after being in quite a bit of pain and having constant sensitivity. they told me I had decay and cavity that needed to have a root canal but my tooth was way too infected to do anything today as a day appointment. They also said they just noticed the cavity/decay yet I knew better because I was told the last time being there was a discrepancy I felt there was something wrong. I left the office and went to a dentist a couple of blocks away who performed a root canal on the spot and said he didnt understand why they would tell me that my insurance was completely absorbed with a couple of visits that I made to New Image, which I think is really grossly unfair . I had to pay for the root canal out of pocket with the new dentist, but I will never return to New Image nor do I think this is professional.

  Business response

  11/20/2024

  The patient was seen on 1/04/24, for an initial visit and began *** treatment on the right side. She returned on 2/06/24, to complete the *** on the left side and also had a filling placed on tooth #**. She was seen for a periodic maintenance appointment on 5/08/24 and again on 10/21/24. No chart notes from these visits indicated any post-operative sensitivity.

  Regarding tooth #3, the patient had a large existing restoration, but no overt recurrent decay was seen on the original bitewing X-rays taken 1/2024. On 11/**/24 the patient was seen for a limited exam. Dr. **** stated to the patient that the *** on #3 was out of her scope of dentistry due to the complexity and her comfortability to perform the root canal treatment due to calcification on all the canals. Providers have the autonomy to select the cases they treat. The patient was given antibiotics, and the office called Brevard Endo and coordinated with them so that they were able to see the patient that afternoon at 3:45pm to start the treatment with the Endodontist. The patient was informed after the root canal was finished, she would return to the office, and they would do the build-up/crown to finalize the tooth.

  Customer response

  11/20/2024

   
  Complaint: 22556862
  
  I am rejecting this response because: there are discrepancies in the description from New Image dentistry, office of what I was informed. The dentist told me my tooth was too inflamed and infected to perform anything further. That was not the case as when I went across the street they had no problem there was no information, hence the discrepancy in what Dentist told me from New Image. I was also told at my previous consult with New Image that I had a cavity on the left upper side and not to touch it if it didnt bother me. I do not feel they are being forthcoming in explaining the situation at all. My insurance billed and the new dentist I went to had to be paid out of pocket. New image after I made the complaint then decided to bill me an outstanding balance from my ex husband. I am not responsible for bills incurred by my ex husband. Once I filed a complaint they changed his bill and placed it under my account. I can upload those bills as well showing they changed the names on the account.
  
  Sincerely,
  
  ****** *******

  Business response

  12/05/2024

  The dentist advised the patient that her tooth was too inflamed and infected for any further treatment. Based on the provider's review of the patient's case and the conditions noted at the time, this was the conclusion the provider reached.  We are happy that the patient was able to be treated by a general dentist elsewhere. It is always possible that there will be a difference in assessment with any new provider that you visit, but that does not mean that the information given by New Image Dentistry was incorrect. Each dental practice may have different protocols or interpretations of a case.
  Attached are the chart notes, which were signed by the provider on the same day. The patient was referred to an Endo specialist due to the complexity of the case, which Dr. **** did not feel comfortable handling. Included in the image is the timestamp to show that the notes were locked and digitally signed on 11/14/24, the date of her appointment. There is no discrepancy in what the patient was informed of.
  The issue isnt one of negligence. The patient presented in January with an old, existing restoration, and no caries were detected by a licensed dentist or by AI technology. When she returned in November with pain,new X-rays revealed a large cavity that required a root canal, which our dentist could not perform in-office. As for any lifestyle changes or choices that might have led to this new cavity, we cannot speculate, but it's clear that there was no indication of a problem back in January.
  The patient has an outstanding balance due to issues with her children's dental insurance. Her cancellation of the insurance caused the hygiene bill to be redirected to her. Now she is attempting to have her bill from another clinic covered,while also trying to avoid paying her balance with us.
  As the guarantor of the account, she is financially responsible. The balance from her childrens dental services is separate, and we do not divide the responsibility for the balance between different parties.We do not get involved in custody agreementsif she paid her $500 and her husband has not paid his share, thats a matter for her to resolve with him.However, the balance is still due to us in a timely manner.

  Customer response

  12/10/2024

   
  Complaint: 22556862
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 12/9/2024 5:54:43 PM
  I do not accept the bill statement. The dental office was billing ****** **** for my childrens bill as that is his responsibility. As soon as I mentioned this claim and reported them to the BBB the next day they sent a bill in my name changing the account it was originally filed. This has nothing to do with me settling a bill with my ex husband . This has to do with the unlawful changing of the account policy name and the account it was under. No doctors office may legally change the account name a childs bill is under regardless of I am the ex wife

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went in for a simple exam and cleaning/exam and it turned into a nightmare. ********* and her staff exhibited the worst customer care I have ever been subjected to.I was kept waiting for 45 min. then ****** (office manager) was yelling at me about not taking antibiotics. My doctor said no, she said they must be taken so against my better judgement I took them out of her hand. The hygienist was too large to be in the small area and was sweating and struggling to move around. She put them in correctly, o er and over again. I wanted to leave, but I had already taken the meds. The only time ********** came into see me was when she heard I may be interested in caps. Never went over my film with me (but, wait, it gets better!)When I checked out, the high school receptionist told me I needed to schedule dates to have my teeth filled! My new dentist, Dr. ******************************* told me after reviewing notes film revealed NO WORK WAS NECESSARY! THAT IS CALLED FRAUD! I filed a complaint with both Liberty Dental and Health First. New Image WAS PAID $173 (the contracted amount) CHECK # ****. New Image Dental sent me the attached bill from a COLLECTION AGENCY FOR $388 LAST WEEK. I FRIKIN YEAR LATER! LOOK AT THE DATES! I AM LIVID. After days on the phone w/my insurance, they verified it was NEVER CASHED! ******, SHAME ON YOU! THIS IS A SPECIAL KIND OF INCOMPETENCY! I DEMAND THIS FALSE BILL FR. COLLECTIONS BE CORRECTED IMMEDIATELY!!!!!THE INSURANCE IS GOING TO DO A TRACE ON THE CHECK AND WILL RE-ISSUE TO YOU. HANDLE IT! YOU LOST IT.*********, SHAME ON YOU TO FOR TRYING TO SCAM ON UNNECESSARY WORK.

*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. ↩