Complaints

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• Initial Complaint

  Date:09/22/2023

  Type:Sales and Advertising 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.

  MedicalMex (*******************************) provided the total cost/package of my complete dental treatment including final crowns of $24,995. When I completed the first phase I was later told my final crowns would be another phase and would cost an additional $10K, for a total cost/package of $35K. If I knew MedicalMex would do a bait and switch, telling me one price to get me there and then changing the price to complete my treatment, I would have went somewhere else. Because the total package/price including final crowns provided was $24,995 I chose the location ************************ I have contacted them them on numerous occasions of this issue, no one has followed up regarding this. Since I did not receive a response to adjust the cost, I completed the treatment elsewhere which was $10K less than with MedicalMex/Supreme Dental.

  

  Business Response

  Date: 08/06/2024

  Dear *****,
  
  We take all complaints seriously and strive to improve with each experience and feedback. Thank you for your comments.
  
  We are sorry to hear about this issue. After investigating with ********************** the third-party dental provider at the time of your visit, we learned that the original estimate shared by ********* had to be amended based on the new and more precise information you provided during the doctor's live evaluation, as well as additional services that were added for future visits.
  
  During the in-person evaluation, the treatment plan, originally intended to be completed in one phase based on the virtual assessment, had to be broken into two phases. This change was due to new information provided during the in-person evaluation, necessitating additional surgical extractions and temporary dentures to prepare you before moving to the quoted treatment. This is common in dental procedures, as all details cannot be known until the live evaluation. ********************** explained all of this to you during your appointment. These changes differed from the original email and SMS chat communication with *********.
  
  As outlined in MedicalMex's terms and conditions in the booking payment section at the bottom of the payment link and in the quotations you received, the initial quote is an estimate for planning purposes but is subject to changes. It is based on averages from similar cases and typically holds true unless previous medical conditions or important information are changed by the doctor or the patient, or additional services are added, as in this case. However, the in-person evaluation will always supersede any virtual evaluation. This is because all medical treatments must be signed, consented to, tracked, and medically justified in person for the treatment to be planned and approved.
  
  In the case of medical travel, we are always adjusting and trying to perfect our process to simplify decision-making from a virtual assessment to the in-person medical evaluation. We understand that this modality poses some challenges, which we are continually striving to improve. We welcome all constructive feedback to help us enhance and improve the experience.
  
  Finally, ********************** from ********************* is available for a call or an in-person appointment to address any questions and discuss the medical details that led to the changes. Please let us know by email so we can coordinate.
  
  Best regards,
  *************** | Director at MedicalMex