Complaints

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went to this dentist on 8/09/22 to have some dental work done. The very first day they submitted a bill to my insurance company for $5000 which they paid. I was also charged $10,000 on the very first visit. I had my front top teeth removed" my back teeth were already gone, and they removed one of my bottom teeth. The back were already gone and I had a partial for over 25 years both top and bottom. I had a denture specialist working with me and she was fired halfway through my dental procedure. She fit me with a temporary top denture. It aligned perfectly with my old partial. I was told that I would get a temporary lower partial, which I never received. The new denture specialist realigned me for my upper denture, and it had to be sent back because the teeth were bucked and crooked. When I finally received them and the new bottom partial at the end of August 2023 they didn't align up and they had to keep filing the bottom partial. The bottom partial was held together with a metal bar that promptly slid apart in late December. I tried to glue it to no avail so that I could eat until they could get me in, I was then told that I had money "left" in my account to redo the impression, However, about three week later they said that their lab wanted to charge me another $800!!! i only had them for 6 months. They said that a dog could have chewed them or they could have been run over by a car for all they knew! They were NOT mangled. I told them I had been eating a half of a bagel. They said that lots of people lie, which I interpreted that I was being called a liar. I told them since they would not fix the problem that I would have to go else ware. They said OK, goodbye. They also informed me that they did't take my new insurance. They shouldn't have to charge any insurance company for what they already got paid for.

  Business response

  04/10/2024

  ****** came to Maple Glen Family Dentistry on 8/9/2022 and needed extensive dental care. She was presented with treatment, financials and was giving the opportunity to ask questions concerning her treatment. ****** agreed to the presented treatment plan and signed off on the office’s financial policy. Over ******’s 10 months of treatment, she paid her $10,000 co-pay and her insurance paid the remaining $2,385.70.
  After 16 appointments with us including several try-ins to make sure she was happy with the outcome of her denture and partial was delivered on 6/19/2023. ****** left the office happy with the outcome and we did not hear from ****** for 7 months. We were not aware of any misalignment with her prosthetics nor was the office aware that the prosthetic broke and ****** felt the need to glue it together without consulting the Doctor first. Please note that the office has a 24-hour emergency line for emergency situations, including discomfort or how to treat a broken denture/partial/appliance. 
  Our office works very closely with respected labs that standby their work. When we sent them ******’s partial to see if it could be repaired, they said it could not as it had a substantial amount of metal missing. They also said that that it looked like it was possibly run over by a car or chewed on by an animal, it was not the traditional wear that one would have if the denture/partial was being cared for properly.
  We offered to remake ******’s partial for the cost of the lab fee, $800, however she declined.

  Business response

  04/23/2024

  The broken lower partial was sent to the lab that created them to see if they could be repaired. When the lab examined the partial, they said it looked like a dog chewed the partial or it was possibly run over by a car (both are very common ways a partial can get damaged.) We never implied that ****** lied about what happened as we were trying to see if we could fix them for her; we were telling her what the lab said about the condition they were in. Since they could not be repaired the lab was storing the partial incase ****** wanted to move forward with remaking it. I have contacted the lab and they will be delivering the broken partial to the office and it will be promptly returned to ******, via USPS. 
  All work that was done to the partial was usual and customary as taking away a small portion of the metal is how it gets adjusted to fit properly and it would not have changed the structural integrity of the partial. Had the office know that it was not fitting well in June we could have corrected the fit. However, we were not aware of alignment issues until ****** brought in the partial in January.  We offered to remake the partial at the lab fee of $800. When ****** said that she would not move forward we suggested that she sees someone who is in network with her new insurance as if she utilized her new insurance, it would be lower in cost for her.

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