Complaints

• Initial Complaint

  08/29/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  My Denture Clinic quoted me a total price and when the job was completed, they asked for a lot more money. I was never given any contract to sign agreeing to this upcharge and refused to pay the extra charges. Since my last visit, approximately 8 months has gone by and my denture cracked. I've had to have it repaired 3 times. The dentist that repaired it said he'd never seen such a thin denture and it's no wonder it cracked. I've noticed in their reviews that I'm not the only one who's experienced a problem with them requesting more money than was originally discussed. As a result, I will have to have this denture replaced. They are not cheap. The cost is about $1500.00. I would like a refund as I do not trust them to replace it properly. I expressed certain concerns with this denture during the process and was completely ignored. ***** ************* is arrogant to say the least. I would also like the BBB to publish a warning on their site so people are aware of his bad business practices and can make an informed decision.

  Business response

  09/07/2022

  Dear Resolutions Specialist,
  We are sorry to hear that ****** was unhappy with our service. We try to do our best for all our patients but unfortunately after helping thousands of patients I know that it is unfortunate that we cannot satisfy everyone. We are doing everything possible to make sure that all our patients are fully informed during the consultation and yes even after my one-hour consultation going over everything, some patients after six months may not be able to recall all the prior information given to them. We do provide all our patients with all the information at the beginning of their treatment in paper form. ****** signed a treatment plan for $3000 ($1400 for Full Upper Denture and $1600 Immediate Full Lower Denture). As stated on every treatment plan, There may be a need to modify treatment. In such a case, I will be informed of the need for additional treatment, and its fee. We always let our patients know about any additional fees before charging them. ****** was presented a treatment plan without the lab reline fee and was informed during the consultation about immediate denture and all possible fees. Our immediate dentures are made thinner than our complete dentures to compensate for the bone loss after the teeth have been extracted. Immediate dentures require several appointments after the teeth have been extracted and the denture is placed. If a patient does not follow the treatment plan given, it will compromise the denture and that can result in possible broken dentures. (Please see below our patient care after surgery timeline). After the delivery of this patients reline, we did not receive any phone calls from this patient saying she needed a repair or any opportunity to fix her denture. We can make our dentures less thick because we use the best materials on the market. If ****** had given us the opportunity to evaluate the denture when the product broke, we could have helped her fix the dilemma. Now that someone else tried to repair the denture, it will be difficult to fix the denture, short of starting over. Had we been aware of the situation from the start, our policy is to replace or repair any denture/partial.****** did not give us any insight of her denture needing a repair or replacement.  We stand by our products and care about our patients wellbeing and under normal circumstances this never would have happened.
  Our financial policy states, We require 50% of the total amount when beginning any new treatment. (Day of the first preliminary impressions taken.) Remaining balance must be paid in full at the beginning of the delivery appointment., that is a direct quote from the policy this patient had signed the day of her consultation. ****** paid the 50% on the day of the consultation (6/21/2021). Upon the delivery date (8/9/2021) patient only paid half of the remaining balance ($750 instead of $1500), voicing concerns of financial issues. During the 6 months of her immediate treatment on Aug 10th, 19th, 31st; Oct 6th and Dec 6th, 2021, she was reminded that the remaining balance was still not paid. On Dec 6, 2021, we informed the patient that if the balance is not paid, we will not continue treating her.Patient was very upset after this visit, slamming our door, and upsetting the front office with harsh language on the way out. ****** was again informed that in order to do the reline there will be a reline charge on which she was presented with a reline treatment plan. On December 6th, 2021, the patient came back with the remaining balance of $750 and scheduled her reline for *** 5,2022. She did sign the treatment plan for the reline and was again informed of the cost for doing the reline. She rescheduled her appointment due to back pain from ***uary 5th, 2022, to ***uary 13th, 2022. ****** came in on ***uary 13th, 2022, at 8:30AM to start the reline process and again was reminded that the $380.00 fee would be due upon delivery of her reline. After the reline was delivered, the patient refused to pay and walk out slamming the door.
  We see several patients each month and make certain of going over every treatment plan with each patient or appropriate proxy during the consultation appointment to ensure the accuracy of patient care. At My Denture Clinic, we pride ourselves on offering the most affordable options for patients while maintaining high quality work and patient care.
  
  Our patient care after surgery:
  1st Visit: 24 hours after extractions post-op visit to make sure patients is doing well and do adjustments, if necessary.
  2nd Visit: one week after surgery to evaluate the patient, do any necessary adjustments.
  3rd Visit: two weeks after surgery evaluate patient, do any necessary adjustments.
  4th Visit: three weeks after surgery evaluate patient, do any necessary adjustments, start with first tissue treatment (***-Comfort liner)
  5th Visit: five weeks after surgery second tissue treatment (***-Comfort liner)
  6th Visit: seven weeks after surgery third tissue treatment (***-Comfort liner)
  7th Visit:  15 weeks after surgery fourth tissue treatment (***-Comfort liner)
  8th Visit: 23 weeks off the surgery. Evaluate the patient and the dentures, schedule for possible reline or start a new denture only if the patient requires major changes to the dentures. 
  During the six months of treatment if the patient has any concerns or need additional adjustments, we try our best to get them on the schedule within 24 hours of them calling...

  Customer response

  09/26/2022

   
  Complaint: 17791308
  
  I am rejecting this response because: 

  1) There was never a one-hour consultation with ****** the denturist. Within five minutes of being in a room with ******, he was putting goop in my mouth to make a mold of my teeth. As I have no expertise in this or any other area of dentistry, it never occured to me he had started treatment as opposed to this being a consultation.
   
  2) I did not receive any contract to review, nor did I sign one. Later in my treatment when there was a dispute about the amount owed, I was told I signed a contract. I asked to see that as I didn't remember signing anything. This new person at the desk looked in their computer for this document and couldn't find it. I suggested they look in a regular paper file. She responded they don't keep file folders anymore. Everything is scanned into the computer. I would like to point out that in the entire time I was being treated by Jacksonville Denture Clinic, **** aka My Denture Clinic, the employee turnover was astonishing. Almost every time I had an appointment, there was someone new at the front desk. I am not surprised by the inefficiency and inability of this office to maintain and locate files. That said, I asked to see a blank contract. I reviewed their contract and had this been presented to me, I would have signed it and we would not be having this discussion.
   
  3)  At my first appointment, I specifically asked what the total cost, in full would be at the end of my treatment. I was quoted $3000.00. $1400.00 for the upper denture $1600.00 for lower denture. Incidentally, this "treatment plan" that ****** speaks of must be the contract I never saw and did not sign prior to any work being done.
   
  4) As to the thinness of the upper denture, I already had an upper denture for fifteen years so the statement about bone loss due to teeth extraction is nonsense. In fact, I have had to see another denturist to have them repair this upper denture provided by ****** because it has cracked three times in less than a year from being made. The current denturist commented on how thin it is and that they're not surprised that it has cracked multiple times. In order to repair the crack, they needed to put metal strips in it along with extra material to build it up and hold it together in the hope that it won't crack again. This upper is NOT an IMMEDIATE denture as he claims. I got a new one to match the lower denture in tooth color. I wanted them whiter and to match. The lower denture is an IMMEDIATE denture as I had to have teeth pulled. And interestingly enough, the lower denture is much thicker than the upper. Furthermore, I followed every instruction given verbally by ******. To say that my upper denture cracked because it was a thinner IMMEDIATE denture and I didn't follow their protocol, is an outright lie.
   
  5) I opted not to return to ******'s company for a repair of my upper denture because they tried to extort more money from me after I paid my $3000.00 in full. I was told that if I needed anything done in the future, I would have to pay the extra money they had tried to charge me ($380.00) first. I told his staff I wouldn't pay any extra as that was not our agreement and I would not be back.
   
  6) On 6-21-21 I paid $1500.00. On 8-10-21 I paid $750.00. On 12-6-21 I paid $750.00. I have receipts for each payment made. Based on the quoted amount of $3000.00, I have paid in full. Never once did I express that I was having financial issues because I wasn't then and am not now. Every payment was paid in cash as he did not accept my insurance. The only concern I had is that they wanted me to pay in full, in advance of the work being done. I explained that I was not prepared to pay for a $3000.00 product in full that I had not received. That would have left me little recourse had said product been defective upon delivery. I explained to the staff that it's like having work done on your house and being asked by the contractor to pay in full in advance before the work is completed and in a satisfactory manner. At the point ****** threatened to not complete the work unless I paid the balance ($750.00), I paid the balance that day, in cash. At no time did I use any harsh words or slam his glass door. I am an adult and I handle things through the proper channels in an appropriate way. I have worked in customer service my entire life and would not have taken my grievance out on his staff as it isn't their fault.  
   
  In my 64 years, I have never filed a complaint with the BBB. I did so this time because apparently, I'm not the only client of ******'s that is on the receiving end of poor business practices. I should have read the reviews of his business prior to using his services. Had I done that, I would never have used his services. That was my mistake. I hope no one else has to go through this, and I hope filing a complaint with the BBB can help.
   
  Finally, I would like ****** to provide a copy of the contract he says has my signature on it. In the interest of fairness, perhaps I've forgotten one was given to me, but I highly doubt that. As I stated before, when I asked for a copy of my contract, the staff could not find it.
   
  Respectfully,
   
  *************************
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I do not currently have all the records of my payments and I was not given receipts from his office. I can look up the records of my transactions on my **** card and get them to you later, I promise.

  Business response

  04/13/2022

  To whom it may concern
  
  I do appreciate the opportunity to respond to ******* ******* problem/complaint. *************************** is a patient at my denture clinic sense January 13, 2021.  *************************** was referred to us by the laminate dental office for treatment. ***************** agreed to a treatment plan for full upper immediate dentures and full  lower immediate dentures.
  She was informed of our financial policy which require half payment at start and  balance due the day of delivery off her immediate dentures. She was informed of the procedures expectations and limitations off this procedure.The Immediate  denture process was completed on August 8 2021 six months after delivery date. ***************** was given all invoices and statements every time she paid for this procedure.
  
  Second treatment started on - patient opted for a new set of dentures (cost of new dentures is $1600.00 per arch totals $3200.00 ) instead of doing a reline (cost of reline is $480 per arch totals $960.00) on immediate dentures. 99% of our patients  chose to do a reline after the six months treatment on immediate dentures. The cost of a new set of dentures is $1600 per arch. Due to miss ******* financial situation we agreed to make her a new set of dentures for $700 an arch. This was discussed and agreed on before we start of the second treatment. Upon delivery the patient was informed that she owed My Denture Clinic $1400.
  Upon that visit the patients told me that she thought that It would be $700 total. I did explain to her that that is per arch and not for a set of dentures. Why will I agree to do a new set of dentures for $350.00 per arch cheaper than the cost of a reline $480.00 per arch and a new denture is $1600.00.
  The patient told me that she doesnt have the finances to pay that much but would like to keep the new dentures and pay the $1400 total for the Dentures.
  Every time the patient paid she was given a full statement and invoice for every transaction.
  On request by the patient on we send out a copy of the statement and all payments made.
  We were told that she did not receive it on and we send out a second statement and paperwork.
  Approximately four  months after we did the delivery of dentures we received a letter from the credit card company that the patient has requested a full refund for the payment of  $1400. Claiming  defaulted merchandise and failure to refund and that She tried to reach out to us and was unwilling to cooperate with her.The patient made a false claim weve never received any request and the materials and products we use is only the best. The patient has made it abundantly clear that she will go out of her way to destroy our company. All of this after weve tried everything we can to satisfy this patient by multiple people. A regular immediate patient will have approximately five visits after delivery in six months period, ****************************** hat more than triple the amount of visits at no charge than any other patient. The product we made as a custom product Im rated one of the best in the country and we put a lot of effort into what we do but unfortunately some people are just impossible to satisfied.
  
  The day that the credit company rejected her refund she immediately contact the Better Business Bureau with more false accusations.
  
  
  
  https://www.healthline.com/health/immediate-dentureWhat are immediate (also called temporary) dentures?
  The primary difference between an immediate denture and a conventional, or permanent, denture is that the former is temporary. Immediate dentures arent custom-fitted to the mouth like permanent dentures, so they dont always fit properly.
  
  Immediate dentures are dentures placed in your mouth on the same day that your dentist extracts your teeth. Youll wear these for the first several months after extraction. This way, youll have teeth while awaiting the arrival of your permanent dentures.
  
  Immediate dentures also protect your gum tissue as your mouth heals from the extraction.
  
  What are the pros and cons of immediate dentures?
  If your dentist suggests immediate dentures, its important to understand the pros and cons so that you know what to expect.
  
  Pros of immediate dentures
  They immediately fill gaps in your mouth after a tooth extraction, or after a full-mouth extraction.
  They protect your gums during the healing process, and help to minimize gum bleeding.
  You receive immediate dentures on the same day as your extraction.
  Cons of immediate dentures
  They arent custom-made to your mouth, so the fit isnt as ideal as permanent dentures, and they may slip or move a bit.
  You may need to have your immediate dentures periodically adjusted or relined for comfort. Relined means adding extra material to the denture to account for changes in your mouth due to healing.
  You might experience soreness or irritation as your mouth adjusts to the dentures.
  Youll need to wear them for about 4 to 6 months, until your permanent dentures arrive.
  They dont always feel like natural teeth. Also, theyre not as sharp as permanent dentures. This makes chewing a little harder for some people.
  You may experience jaw bone shrinkage after an extraction, so your dentist will have to periodically adjust or realign your immediate dentures for comfort.
  You cant try them on before a tooth extraction.
  
  
  
  
  

  Customer response

  04/13/2022

   
  Complaint: 16989734
  
  I am rejecting this response! Please see my response in the attachment called Pieter.
  
  Sincerely,
  
  ***************************

  Customer response

  04/19/2022

  Pieter will not give me the correct records of my payments to him! He only gave me records of other people's payments and a partial payment I made to him. I really don't want to have to subpoena them. I can't afford an attorney  at this time! If you did need copies of my **** payments to Pieter I can make copies, but I am only able to mail them. I also did not receive the original agreement and what I said I had or didn't have, either. Unless Pieter gives those to me, I can't get them! I seen my new denturist this coming Thursday and I can ask him to write up the difference in mm that is needed. I don't know how long that will take him as he is scheduled each day with patients. He works one day a week in *******, ** and the rest of the week in ***********, ****** where he lives. His name is *******. Pieter has sent me totally incomplete records. I believe he doesn't want you to know what we paid him. We paid him a total of over $5,000. He did not listen to me about losing weight! Like I said before, "Even I know if a person loses 20 lbs my mouth has shrunk and so has my *****. I am a realist, I know Dentures will never take the place of real teeth! But my mouth and gums shrunk. I am sitting here writing this message to you and I don't have a dry mouth. My husband actually went to the Dentist Pieter referred us to. The receptionist told him there was nothing they could do about a person having a dry mouth. My husband Cal asked her if she could just make sure with the Dentist, which she did. They must not remember this. I don't have any other explanation...unless Pieter hasn't even talked to the Dentist he referred me to and is lying again. I need to know what you need to clarify my complaint. Either write me back or you cal call our home number which is: ************ .

  Sincerely, 

  *****************************

   

  
  

  Business response

  07/20/2022

  Dear resolution specialist,
  
  In response to ***************************
  ***************** has repeatedly contradict her own arguments from one letter to another. In my 32 years in the dental industry, working with thousands of patients Ive never in my life came across anybody that responded and reacted this way. She constantly threatened us that if we dont return her money shes going to *** us, write bad reviews, destroy our good name and constantly remind us that her husband is an attorney. 
   
  When it comes to immediate dentures the prognosis is impossible to determine. 
  This is not a traditional denture that you can try-in and know how the patients response is going to be. Immediate dentures are normally a result off a combination of factors that cause the patient to loose all their remaining teeth due to medical illnesses, medication or poor dental hygiene. As a denturist we are presented with a very challenging task. The dentures are made before extractions and is therefore impossible for us or the patient to know how the patient is going to react, the amount of bone loss during healing time, how the tissue/patients is going to respond to the denture. Unfortunately theres just no alternative ones the patients is loosing all their existing teeth we can only do our best under the circumstances that was presented to us by treating the patient, help to heal as fast as possible, restore functionality and make them as comfortable possible during the six months of healing and adjustment process.
   
  Our patient care after surgery:
  1st Visit- 24 hours after extractions post-op visit to make sure patients is doing well and do adjustments    if necessary 
  2nd Visit: one week after surgery to evaluate the patient and do any necessary adjustments.
  3rd Visit: two weeks after surgery evaluate patient, do necessary adjustments.
  4th Visit: three weeks after surgery evaluate patient, do necessary adjustments, start with with 1st tissue treatment (***-Comfort liner)
  5th Visit: five weeks after surgery 2nd tissue treatment (***-Comfort liner)
  6th Visit: seven weeks after surgery 3rd tissue treatment (***- Comfort liner)
  7th Visit:  15 weeks after surgery 4th tissue treatment (***- Comfort liner)
  8th Visit: 23 weeks off the surgery.  Evaluate the patient and the dentures, schedule for possible re-line or start a new denture only If the patient requires major changes to the dentures. 
  During the six months of treatment if the patient has any concerns or need additional  adjustments we try to get them on the schedule with in 24 hours.
  
  In *****% of the time our patients select to do a re-line/rebase after the treatment. The major majority of dental practices consider the immediate dentures as a temporary dentures and charge the patient for a new permanent denture after the six months. Because of the quality of our material, the amount of time, effort and skillset our patients dont need to pay for a whole new denture and all that is required is a re-base. *************************** requested new dentures instead of a re-base. We made her a new set of dentures at half our asking price after her six months treatment.
  
  Re-base: Taking a high quality polyvinyl impression, using their existing immediate denture. Duplicate, cut away all the pink acrylic using the original teeth and repress a whole new denture for the price of a reline. The reasons we do this is to give our patience an amazing fit and high-quality denture. A typical re-base cost is between $750-$1000 due to the amount of work that goes into it. We use the Ivo base injection system from Ivoclar which is considered the best processing system that produce an extremely high-quality denture. 
   
  In order for good results it requires teamwork, patience and healing time. Not willing to follow the treatment plan, listen to advise or blaming the denture team for all their circumstances makes it very difficult.
  We did not diagnose or make the decision that she must get all her teeth extracted. She was referred to us by another dental clinic after she wasnt satisfied with their treatment or treatment plan. In Cynthias case weve treated and seen her three times more than any other patients without any additional charges. 
  -Weve done numerous tissue treatments, soft liners, adjustments and in most cases within 24 hours after the new liners or adjustments we will receive a phone call stating that its not working for her.
  -She will send us a card thanking as for all we done and how much she appreciate us only until her next visit blaming us for all her problems and circumstances.
  -We have referred her to a specialists and then telling us the next day that the specialist told her theres nothing they can do. Only after we call the specialist we find out that they never saw her. 
  -She will be extremely disrespectful and mean towards us the moment she doesnt get her way. 
  -She called the credit card company disputing the charges telling them she never received the product. After disputing the false claim the credit card company refused to refund her money back.
  - She slandered our name on ********* social media, numerous review boards and colleagues in her vindictive assault and attempts to destroy our good name and company.
  
  Theres only so much that we can do to help a patient, we are not the reason she has lost all her teeth, her financial or her medical circumstances. We have done everything possible to help and support her through this process, cooperate with all her demands and requests, send out all information by mail and registered mail. Offer her money back on her last procedure if she returns the dentures that is not working or good enough and she still wasnt willing to return the dentures. She will write in one letter telling us that she found a new Denturist and is in the process of making her new wonderful dentures only to find out months later that she still wearing our dentures. What happened to the new dentures that she made somewhere else? She has been caught in numerous lies. We spent hours trying to accommodate her needs, used the best possible materials, treatment plans, brought in second opinions.
  
  I am truly sorry for what is going on in her life, but after all the abuse slander and her attempt to damage our company and good name we are in the process retaining an attorney and consider a civil suit against her for slander and damage done.
  
  Thanks 
  
  Jacksonville Denture Clinic.
  

  
  

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