ComplaintsforAurora Orthodontics & TMJ
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Complaint Details
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Initial Complaint
04/17/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
paid for treatment. Because of extenuating circumstances - death in the family then COVID lockdown then we moved - we never received treatment. I did receive the device which I have now found online for $76. I paid thousands of dollars. I emailed asking for some sort of refund but I was ignored. I emailed and contacted them repeatedly and finally received a response from the office manager who said she would ask the head guy. She said it was out of her hands and no one ever responded. I would like a refund minus the $76 that the appliance cost. Times 2 for two children.. please help me resolve this. Thank you. New early ortho operates under Aurora.Business response
05/11/2023
Dear ****,
We have been a supporting member of the Better Business for decades. We were surprised that *********************, the mother of two former patients complained to the BBB. As far as we knew, this mother had been send the refund she had requested and everything was fine. This was done on March 9th, 2023 and was sent to the address she requested which is **************************************************************************. We notified her that day that the checks were in the mail. Evidently **** did not receive the checks.
She notified ** on 3/22/23 saying that she never heard from **. We responded the same day that the checks had been sent two weeks prior. Nothing more was heard from her. We made the incorrect assumption that she had received the checks since we did not hear back from her.
On on the afternoon of 4/17/23, by email she said she had filed a complaint with the BBB. The next morning, on 4/18/23, our manager responded "****, please help me understand. I thought we resolved this with our conversations and our reimbursement checks." We heard nothing more from her since.
On 5/9/23 I received your notice. I did not see previous ones as I get several hundred emails daily and some missed previous ones. I responded to this email that I will investigate this and act to resolve it.
I asked our receptionist to call **** to verify that she did not receive the checks. **** verified this. We looked at our account at ***** Fargo which showed that the checks did not clear. I have signed and reissued the checks for *************.
Could you at the BBB please verify the address listed so we can resend the checks?
Sincerely,
*********** Lauson
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Contact Information
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:30 AM - 4:30 PM |
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TTuesday | 9:00 AM - 6:00 PM |
WWednesday | 7:15 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
SaSaturday | 8:00 AM - 1:00 PM |
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.