Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Grandview Endodontics regarding the unsatisfactory root canal treatment I received in March 2023. Despite undergoing the procedure at their facility, I later discovered serious issues with the treatment, which has led to significant personal and financial consequences.Since the procedure, I have experienced persistent discomfort and issues with the treated tooth. In February 2024, I revisited Grandview Endodontics for a re-evaluation due to ongoing concerns, only to be informed that no problems were detected.Subsequently, seeking further clarification, I sought a second opinion from another endodontic office. To my dismay, this consultation revealed several critical issues with the initial root canal performed by Grandview Endodontics. It was determined that the root canal was contaminated, leading to an infection in the treated tooth. Moreover, the second opinion confirmed the presence of missed canals during the initial procedure, which significantly compromised the treatment's effectiveness and contributed to my continued dental discomfort.In light of these findings, I am requesting a refund of my co-payment for the original root canal treatment at Grandview Endodontics. Additionally, I seek reimbursement for the co-payment incurred for the necessary corrective treatment at the second endodontic office. Despite the denial of any issues during my re-evaluation in February 2024.Despite the denial of any issues during my re-evaluation in February 2024, the subsequent expert opinion clearly identifies serious shortcomings in the initial treatment provided by Grandview Endodontics.I trust that the Better Business Bureau will assist in mediating this dispute and ensuring a fair resolution. I am seeking financial restitution totaling ($1218.3) to compensate for the inadequate care and the expenses incurred due to the need for corrective treatment.

  Business Response

  Date: 07/22/2024

  HI,

  Root canal therapy was completed in March, 2023. A complementary 6 month recall appointment was made in September, 2023 that patient didn't show up.  ******************** came back to our office in February, 2024 with complaint of discomfort.  Upon examination, xrays revealed normal and clean in apical area of the toot, no lesions or suspicious area that *** caused patient's discomfort.   Pt was then recommended to go back to her original dentist for night guard because her pain ***be caused by her night grindings that resulted the root canal therapy the first place.  

  On July, *******, we received an email from ******************** demanding a refund with the amount of $1218.3 because she had another treatment done somewhere else that charged her $878.9 and she then gave us a one star review on Yelp. 

  An whole year after the completion of her root canal therapy, We've seen ******************* once and have not heard from her since. This lack of communication prevents us from fully understanding patient's full scope and prevent us providing any necessary support. Therefore, her request of refund was denied

  Customer Answer

  Date: 07/23/2024

   I am rejecting this response because:
  
  If the 6-month follow-up appointment was so necessary, why did your office never return my calls when I left voice messages asking to reschedule for a later time? You should have records. I believe your voicemail system is working, right? If so, does your clinic not listen to messages? Maybe you still can check the messages from last September when I requested to reschedule my appointment to October, because I was abroad on a business trip.

  Anyway when I returned to your office in February 2024, why were you unable to find the missed canal or other issues?
  Can you admit that my root canal procedure was a failure? You keep emphasizing that I did not come for the 6-month follow-up, but why was no problem detected during the re-evaluation at the 11-month ***** even after taking X-rays?
  
  Again, I would like to know if you are willing to acknowledge that the root canal treatment was unsuccessful.

  Furthermore, why are you more concerned about the one-star review I left on Yelp? Do you think I would give you five stars after experiencing so much pain and issues? I believe you should be more focused on doing your job well rather than worrying about online reviews.

   

  
  

  Business Response

  Date: 07/30/2024

  Firstly, I want to remind you that the appointment for your re-evaluation was scheduled in the same manner as your six-month recall appointment. If you were able to make the re-evaluation appointment, there should be no difference in the process for scheduling your six-month recall. We don't need to argue about whether we called you back or if you felt the urgency to reschedule the appointment.
  As I clearly indicated during your re-evaluation, your x-rays showed no signs of infection or contamination, as you mentioned. You have a copy of those x-rays, which you can share with any third party if you wish. We only saw you twice: once for your actual treatment and then again 11 months later, and then five months later you decided to have the procedure redone elsewhere. We have no information about what happened in between these visits.
  During the re-evaluation, I explained that there could be several reasons for intermittent post-operative pain. Since the x-rays are clear, it is possible that you are still grinding and putting pressure on the tooth. The initial cause of the root canal therapy was a tooth fracture due to grinding. You might consider trying a night guard to see if it alleviates the issue. Since we haven't seen or heard from you, we assumed that your condition had improved.