ComplaintsforDillon Family Dental

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I went into the office to see Dr P****** for a filling. When finished I asked about getting new bleaching trays. I have been going to this office a long time and originally saw Dr. Y******* until he retired. Dr Y******* did not charge my husband for his trays, & I remember not paying for mine. I had no idea they were going to be around $300.00. The assistant never told me, nor did I receive an itemized receipt when I paid up front - I paid 380.40 at check out and thought the filling was overpriced but I have overpaid before and received a credit. I received my delta dental Insurance statement, was surprised to find out that my filling was only $35.60, I called the office in December and spoke to Karen. We discussed & she understood & negotiated the cost towards my paying the fees of $50.00 for the trays, & I would pick up the trays later. I never received refund. I called back on February 7th to talk to Karen again, but instead the front desk girls were quite rude to me, would not listen to me, kept interrupting & hung up on me. I called back to speak to a manager. Alexis said that Karen no longer worked there but she would call her & call me back on Monday, February 14th. I had to call again on the 16th, made to have a 3-way conversation with Karen. She remembered me and made excuses. I have been trying to be cordial about the lack of customer service & cover the fees - I would never have bought the trays at all for the price of 280. They said would mail a refund check to me or the difference on the trays. I called back again on the 16th to have Alexis mail me the trays along with the check. She said that I can’t have the trays unless I pay them the 280.00. So now they want me to pay $100 for trays that they will throw away. I cannot legally be charged for something I do not have in hand. 380.40 – 35.60 filling – 54.80 undercharge due = $290 REFUND DUE.

  Business response

  02/28/2022

  In regard to ***** ********'s complaint:

  Yes, my associate David P****** did a resin filling for ***** as well as bleaching trays.  Both he and his assistant said they did go over the cost and charged and collected for it on that day.  She was told her insurance would not cover bleaching and that is why her bill was $380.  We participate with Delta so there is a big write off on the filling and we only collect the patient's expected portion, waiting for the insurance payment for the balance.  They sent the scanned impressions to the lab and had the trays made.  ***** said she was out of town for some time and did not pick up her trays. 

  When ***** talked to one of our Hygienists, Karen about her case, they decided she would pay the lab bill only and we would refund the balance.  I cannot prove she knew the charges and only have my staff's memory and she was charged at the time, so this seemed reasonable and fair. She did not do that nor pick up the trays. Karen does still work with us and has for a number of years, but she is not here every day as we are open 6 days a week.  Yes, one of my staff did hang up after being called multiple names and heavily abused on the phone.  

  Last week we have sent her the trays as well as a full refund.  I have two associates who will not see her from this behavior and previous issues, I only work a day a week (73 and Covid) and will be the one who needs to see her in the future if she so desires, other than for any emergencies.  She lives over an hour away and the entire Vail Valley is full of dentists, but I have not charged some things in the past to reward her for driving this far, but the charges were appropriate, discussed, and now refunded, along with bleach and trays.  

  Dr. Gregory M. J******

  Dillon Family Dental, here since 1976

  Customer response

  03/03/2022

  Complaint: ********
  
  I am rejecting this response because:  I don't know who wrote this response - But  calling me a lier is uncalled for and very disappointing especially given the fact that I love the dentists and have loved going there for so many years.  It's also disheartening that they will happily lose a patient.  I do not want to come in anymore - its not comfortable.  No one went over the price with me beforehand - Dr. P***** had left the room. if they had I would not have ordered them. I did get a credit card receipt but without the itemization - I thought that charge was for the filling. I was never out of town - I live 2 hours away which they are aware of.  I was told by their staff that Karen no longer worked there. When I first spoke with Karen about this in November and she offeed the refund, it should have been followed through at that time - I should not have had to speak to so many different people 2 months later. Once it was handled, none of these problems and animosity would have happened. I will be checking the mail to see if its actually been mailed and receive. I don't believe that Dr. Y******* actually wrote this as he is wonderful man and I would think that he would have wanted this handled differently.  Karen should not have made a promise she couldn't keep in November .

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

  Customer response

  03/11/2022

  In response to Dillon Family Dental:  
  I am requesting to re-open this case as I have not received any refund or trays by mail or *** from Dillon Family Dental.. 
  ***** ********
  

  Customer response

  03/17/2022

  Hello Clay ********,
     I am letting you know that the business did send them to my husbands PO BOX which I did not have access to since I have two of my own.
  But I also need the business to send my records and x-rays from at least the last three years to my email.  
  ***********************
  Thank you,
  ***** ********
  

  Business response

  03/23/2022

   We tried repeatedly to ask her for an address to send her trays with never a response from her, so we used the only one we had on file for her.  I am sorry she considers it her husbands and not one of hers.  We will send her records and will consider this a written request to send them by email.  With a written request, we can send them to her next doctor of choice as well. We have written off all charges, returned money paid for any of these services, delivered them anyway at your request, and she has a zero balance and can start a new relationship with a new practice as she wishes. 

  Customer response

  03/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and they can send X-rays notes to my email: ***********************.  I gave my address to Karen back in December. ** *** **** ****** ** *****, where the can  send a disc of all the records - that would be preferred because it will most likely spam out of my email.
  
  Regards,
  
  ***** ********

  Customer response

  08/03/2022

  Hello,
  I wanted to let you know that Dillon Family Dental never sent my records per the complaint. You requested that I wait until August.
  Thank you,
  ***** ********

*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. ↩