Complaints

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am cancer patient since 2021 My life been in a downfall since i got sick lost my ********************** All ive been through i still didnt give up, thankfully i got money and finally after a long time i can get my teeth fixed and give myself appreciation after battling cancer. i set up an appointment this company i found online. Went there and they had me sign for the procedure, xray and pay for it. after ************ fitting done they told me to come back to pick it up. When i was coming to pick up my teeth i heard the nurses in the background while i was talking to the nurse that signed me up, saying under their breathes got another one. at first it didnt registered to me,but when i told the nurse not only it didnt fit right & looks right it wasnt the right size the nurse said they wouldnt fix them or do anything about it so by then i asked why they can just change the size because thats not my size and the way my tooth looks like, but the nurse just continued arguing and made me feel its my fault and why im complaining then they called the doctor in. the doctor came in a **** and berated me, yelled at me (asking me why im complaining, asking did you sign the paper? knowing they didnt have the right size and wouldnt fix the teeth) and basically told me i could do anything i wanted with the teeth. Keep them, throw them away, it doesnt matter to us). I paid a large amount of money to get my smile back, they deny me a replacement or refund. now i know there tactic make u signed first then get your money now your stuck with a random teeth not only did NOT get what i paid for, but was RUTHLESSLY verbally abused and taken advantage of. i cant barely afford it and they just took my money. this is a gross and neglectful way of dealing with customers and as a cancer patient, it is shameful and inappropriate.

  Business response

  10/22/2024

  Patient presented for a free new patient consultation on May 23, 2024, which included a panoramic film and full mouth consultation. Patient was given options for single tooth replacement and chose an interim partial denture (flipper). Patient was given clear expectations as to what may be achieved with a flipper. A flipper is only made to temporarily fill the space of a missing tooth. However, it is not equivalent to the appearance and function of a true tooth replacement option such as a single tooth implant and therefore it is the patient's responsibility to return for any more definitive treatment moving forward.
  
  It was explained to the patient the limitations regarding the fabrication of the flipper and that it is solely based on the available space of the tooth she has missing. Therefore, the measurements in her mouth have set length and width limits which may not be modified. However, the patient was allowed to select the tooth shade, of which shade A2 was chosen.
  
  Patient was made aware, based on the limits,that no refund can be given for aesthetics. Prior to fabricating the prosthesis, the patient agreed to terms by accepting and signing the flipper consent that reiterated the conditions as well as a treatment plan that outlined the cost of the flipper. Which we have attached.
  
  Upon accepting treatment, services began, so impressions were taken for a single tooth interim partial denture (flipper).
  
  Patient returned to the office on May 28, 2024,to which the flipper was fitted and delivered. Despite our due diligence in setting realistic expectations ahead of time, at time of delivery patient's primary concern was the aesthetics of the tooth.Patient was unhappy with the length of the tooth stating it was too short. It was explained in detail that the available space in her mouth did not allow for a longer tooth because the way she bites dictates the maximum length the tooth can be.
  
  If a longer tooth was made it would be a high point where the patient would not be able to fully close her mouth,which would cause discomfort and be prone to fracturing.
  
  Beyond the aesthetics, it was explained to the patient that she had 100 days of free adjustments from her delivery date to have the fit of the flipper adjusted as needed for her comfort.
  
  Additionally, we consider an interim partial as an economy level partial with a 6-month warranty for basic repairs.
  
  An information sheet with all these details was offered to her at time of delivery, however, the patient refused to sign or take the paper.
  
  An example of this paper is attached.
  
  Following that delivery date, we are now nearly 5 months later which is far past the ************************************************************************************************ appointments.  
  
  

  Customer response

  10/25/2024

   
  Complaint: 22408151
  
  I am rejecting this response because:
  This are all lies. They told me to sign the papers abruptly knowing the purpose was agreeing for the treatment, They told me they cant modify or change it. Verbally told me I can throw it in the trash if I dont want it I begged them to change it or modify it at least that day,. But the verbal harassment they did to me. The doctor and the nurses gang up on me and laughed at me. So I left the office so upset when I cant even afford to pay $450 dollars. I never wanted to get a refund I just want them to fixed it for me but were passed that. I want them to give my money back for all they put me through. 
  
  
  All this statement from them is not what they told me. They want people to sign up and pay $450 dollars and intentionally they will give u random tooth and will made u feel like youre the problem. Horrible doctor and nurses. If they have recoding or camera in the office how they talked to me as proof how they made me feel that day when I paid $450 dollars.
  Sincerely,
  
  Precious ***** ***********

  Business response

  10/30/2024

  We treat all our patients in a professional manner, and we take pride in our relationship with our patients. Our office typically has a jovial attitude, and we celebrate everyone. We regret that you felt differently. However, there is not a single employee here who would purposely hurt a patient's feelings.
  
  Our staff is dedicated to the patient's understanding of all our services. Consents are given to the patient to lay out clear expectations of treatment procedures. Patients are to take time to read them and ask questions before signing. It is not possible to force any patient to sign or purchase anything.
  
  As stated previously, the patient purchased a one tooth temporary flipper and we had to work with her existing dentition. This means we cannot alter the way she naturally bites or the position of her existing teeth when fabricating a one tooth temporary denture. This temporary must fit into her existing bite. This is why, at times, the tooth size and shape may not be altered without additional services that require additional costs.
  
  Additionally, the patient was even given 100 days for free adjustments and chose not to utilize that service nor even call for reasons unknown. Generally, the patients that do not require adjustments are those that are the most satisfied, because they are able to comfortably wear their prosthetic daily without issues. So it is peculiar, that now nearly six (6) months have gone by since services were rendered, and we receive this lettered complaint and that the patient is even asking for a refund on a prosthetic that has since been in per possession and presumably has been used during that near 6 month period.
  
  We would never tell a patient to throw anything away and if they choose to throw out a prosthesis they purchase, it is their prerogative.
  
  Did patient lose or accidently throw away her prosthetic? As this is a common mishap many patients can make.

  Customer response

  10/30/2024

   
  Complaint: 22408151
  
  I am rejecting this response because the treatment I received during my visit was unacceptable, as I was met with hostility when I requested a refitting and received no assistance regarding the issues they caused. Reviews from other patients, dated between two weeks and six months ago, reveal similar negative experiences, highlighting the need for this establishment to be held accountable to its paying customers. We are the ones enduring pain from poorly fitted dental work, and yet I was met with aggression as if I had not paid for the services rendered. Their responses consistently deflect blame onto customers, demonstrating a lack of accountability. I do not deserve such treatment, and I am requesting a refund for a tooth that is unusable, as it does not fit properly and remains in the packaging they provided.

  
  Sincerely,
  
  Precious ***** ***********

*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. ↩