Complaints

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had an appointment in ********* 2023 for a root canal and paid $440.00 via ****** pay in the office before leaving. The payment posted 11/20/23 via my banking statement. I immediately started recieving calls from the office requesting a payment of $440. My bank provided the reference # of the transaction & advised I print the pg from my checking account showing the withdrawl. I emailed the info verified with the dental staff on the phone it was recieved. They stated they would handle the matter.The following wk I received another call, from a dif't person asking for payment. I informed them I had already sent proof of pyment the prior wk. They stated that person was helping from another office and they had no knowledge of an email. I attempted several times to resend, however, they stated there was a cliche in their system, requesting I deliver the info to their office, which I did. They told me they would handle it and would call me in a couple of days, but never did. Since Nov 2023, I have received a bill sometimes everyday via email & wkly via mail from Duncanville Dental. I've driven to their office 5-6 times taking proof. I was later told, their apple pay "has issues. It has taken money from accts, but doesn't clear the bill." I'm always told they're contacting corperate and will call me, but has NEVER followed up. I called again, asking specifically, for the office manager & spoke with ******. She apologized stating she was handling it right away and would call me back by the end of the day, again- no call. After a week, I drove back across town & asked for a ****** who gave the same story. I'll fax your ************* have an answer in 24 hours. It has now been 2 weeks, no return call & on yesterday I received a notice stating THIS IS YOUR FINAL NOTICE before sending to collections. At this time, I EXPECT A FULL REFUND. I have wasted my time and gas. I care for a sick loved one and work full time. This has been exhaulting. PLEASE HELP!

  Customer response

  04/09/2024

  BBB, 

  I was contacted on April 3, 2024 from a female who identified as the regional manager for the Duncanville Dental Office. The ** on the phone was from Western Dental ************ @ 6:17 pm. She stated that she had received the notice for the BBB and "couldn't believe that the matter from November had not been addressed" but she would immediately take care of the situation. That she had spoken with ****** the office manager and did not understand why ****** had not taken care of the matter of contacted her for assistance. " I was able to look at the paperwork and see where you paid." She continued to say, "I'm taking care of this on today. I mean, no one notified me of this situation and I am extremely sorry for your inconvenience. I will call you back on tomorrow, ************. Again, I'm so sorry for this. I mean, I'm only hearing of this because of the letter from BBB."

  I told her that I was extremely disappointed by my treatment, especially being a new patient and as stated in the BBB complaint I am requesting a refund.  I went back through the details of my visit and the office lack of response, and that I am still having problems with the same tooth that I paid $440 to have treated. I told her I will now have to seek a new dentist office and pay to have the same tooth taken of. She stated she wasn't aware that I was still having a problem, but responded "would you allow us to look at that tooth again? I'll be speaking with the medical director about this situation to see what can be done. Would you please allow us to check on that tooth? Are you having any pain? He is a very nice guy and we'd like to have the chance to check on your tooth. Would you allow us to try to fix this? I will call you back on tomorrow after speaking with him."

  I told her I did not trust the staff. The front desk and billing provided horrible service. Stating again, the fact no one had even attempted to try an resolve this situation and it took me contacting the BBB is crazy. I told her everyone has promised to respond by a certain time or date and have never followed through. I told her the tooth was having pain earlier, but that there is still a problem with the crown or something, but it was going to have to be treated again. So, I was needing a refund to go somewhere else. However, I would await her call on the following day. "You're going to call on tomorrow? Right?" She responded, "yes. I'm going to speak with the medical director and take care of this bill, so you shouldn't receive anything else in the mail. I'll call you on tomorrow."

  I HAVE NOT HEARD FROM THIS PERSON OR THE OFFICE SINCE 04/03/2024. 

   

*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. ↩