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Business Profile

Dentist

Thomaston Dental Associates

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:01/02/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    My purpose in writing is to formally submit a complaint regarding a billing discrepancy with Thomaston Dental Associates.

    My family and I have been longstanding clients of the dental practice in question for approximately five years. Over the course of our relationship, we have consistently appreciated the high level of customer service provided by this establishment.

    The issue at hand pertains to an appointment scheduled for Monday, August 28, 2023, at 9:00 AM, for a crown filling. Regrettably, due to unforeseen medical expenses in July, I found myself unable to proceed with the appointment. In compliance with the service provider's policy, I promptly contacted the office and spoke to a woman on the morning of Friday, August 25, 2023, to communicate the cancellation; successfully.

    Subsequent to the cancellation, my father and I received a bill for a missed appointment fee in the amount of $100. Seeking clarification, I contacted the dental practice on Wednesday, September 13th. During this conversation, it was conveyed that there was no record of my cancellation call, and various explanations were provided, including a miscommunication with a third-party answering service. Additionally, Thomaston Dental cited past missed appointments in 2019 as a basis for upholding the fee, despite the cancellation occurring well in advance.

    I find it disconcerting to be charged a fee for an appointment that was diligently canceled and where the miscommunication is attributed to an error between the dental practice and its third-party service provider. In light of these circumstances, I kindly request your intervention to facilitate the voidance of the bill in question.

    I believe the involvement of the Better Business Bureau is crucial to ensure a fair and impartial resolution to this matter. I appreciate your prompt attention to this complaint and trust that, with your assistance, a satisfactory resolution can be reached.

    Business Response

    Date: 01/17/2024

    Please contact Thomaston Dental Associates at ************ to schedule a 10-minute phone call with Dr. L******* to discuss this matter.

    Business Response

    Date: 01/18/2024

    To Whom It May Concern:

    ****** received a 30-day text reminder (July 29th), a 3-business day text confirmation reminder (August 23rd) and because she did not respond to the August 23rd text my front desk called ****** and spoke with her to confirm the appointment on Thursday, August 24th. She responded in the affirmative. ****** is well aware of Thomaston Dental Associates' policy due to the fact that she has paid late cancellation fees in the past. 

    Please find attached a copy of the log of the aforementioned third-party answering service of ******** phone call on SATURDAY August 26th. If ****** successfully cancelled her appointment the day before (Friday August 25th) with a member of my staff, why would she need to call the answering service the next day to cancel a second time? We are closed on Saturdays in the Summer. It was not possible for her to have spoken to my staff on Saturday August 26th and we would not have received the message until business hours on Monday.

    I feel ****** had plenty of opportunity to legitimately cancel her 2-hour build up/crown appointment. I will not waive the fees.

     

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