Complaints

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This all started about a year or two ago, I started the journey to fix my teeth and get my braces, I went through all the right steps , getting my fillings, my wisdom teeth extractions, my cleanings , keeping up with everything. It was my intention to get braces and I had let the office know this. When they set me up with my braces exam they assured my that my insurance was putting in $1,500 and I had put down **** and that my monthly payments would be a certain amount that I signed up for. I signed an agreement! A month after getting my braces on they inform me that my insurance is not valid they are about a month short and that my payments would double! I told them I could not afford that. I was told I could take off my braces get refunded everything except a$250 credit which I could use when I went back to get my braces. Which I was fine with because they had said my insurance was only about a month away from kicking in for the braces. Unfortunately due to unforeseen medical conditions I had to put my braces off and I had left my job. I am now over my medical issues and working again with new insurance. As I went back they are now telling me this amount was NON REFUNDABLE. Which is not what they had said before. They are trying to scam me out of $250 dollars for their mistake because the agreement I signed, that they gave me , which every thing the insurance was paying for. All I am asking for is the $250 credit to go towards my braces. Which they are refusing to me.

  Business response

  02/17/2023

  ******************* wanted to start her orthodontic journey here at our Seguin - Toothtime Family Dentistry location.  She initially put down a down-payment of $1000.00 on May 18th, 2021 that we have on record. She was also told that $250. of the $1000.00 would be no-refundable.She agreed to start the braces on this same day.
  According to insurance at first, the fax back we received showed that orthodontia was a covered benefit. After about a month in with her braces, we received an Explanation of Benefits from her insurance stating that there was a 12 month waiting period, so nothing would be covered.
  She was informed at her next visit about the waiting period with her insurance. She elected to remove the braces and a refund was issued for only $750.00 only on June 29, 2021, also on record.
  Initially we were under the impression that she would come back to get her braces at our office when she was ready since we had her ortho records here in our Seguin location.
  When ****************** was ready to come back for her braces, she went to our ************* location to restart her orthodontic journey. She mentioned to them that she had a credit of $300.00, when in fact it was a non-refundable $250.00 for ortho records at the start of this process, not a credit. 

  I've attached the credit card transaction, the refund transaction, and the *** for the patient. 

  
  

  Customer response

  02/17/2023

  Complaint: 19380845
  
  I am rejecting this response because:I was not initially told that $250 non refundable, in fact I was never told that $250 was non refundable, I went back to the ************* office because of how horribly I was treated at the ****** office, how was I supposed to know that they did not share accounts, something they didnt tell me till after I tried to get this resolved as well. I felt like this was mismanagement at the ****** office so yes I did go to the ************* office where I thought I would get better more professional service. There was never a time when I was told that the $250 was non refundable I was told it would be a credit and I could come back and use it. 
  
  Regards,
  
  *******************************

  Business response

  02/21/2023

  I have reached out to the patient this morning (2/21/2023) and offered her a refund in the amount of $250. Patient agreed to the refund and a referral list. I followed up the phone call with an email reiterating our conversation. My email has been provided in case the patient has any future questions or concerns.

   

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

  Office Manager

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

  Customer response

  02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Check received and cleared thank you. 
  
  Regards,
  
  *******************************

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