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:07/31/2023

  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.

  My wife Megda ****** ********* was treated by White Sands ******* ***** who ruined her lower teeth with disproportionately big crowns. They contact the upper denture, give the patient an excruciating pain when trying to eat. While denture is in her mouth, it hurts her gums, it cuts her tongue, and it makes her bleed. Dental work changed the patient’s aspect to a monster. Before/after pictures available. The dental work is not aesthetically acceptable.
  We previously informed Dentist, timeframe was essential to cancer patient on prescription medicine to increase appetite preventing cancer recurrence. Dentist assured us the patient would remain only two weeks without denture. When the patient complained in tears for the messy dental work, we were rudely ordered to leave. Cancer patient cannot eat now to prevent a cancer recurrence.
  This company is so dishonest that they control their Google reviews webpage . When I wanted to change mine, which was originally positive, because of kindness and apparent care at the beginning of treatment, they had tricked their web page in such a way it made it impossible to change the number of stars. I had to leave the stars and was only able to erase the good review.
  
  
  ON white sand Central Payments Dates of transaction are marked with two red v
  The amount of money paid
  Dentist committed to provide two crowns in the dental work that would fit in with the metal denture the patient already had. Dentist took impressions to send to the lab so that crowns would fit in in metal patient’s denture.
  Total payment payments for two useless crowns were $ 2800.00 and expect of $ 2800.00 to have the crowns done by professional a dentist.
  I complained to the Administrator who said, the dentist would be asked to call me to find a solution; that was as false as all they promised in that place.

  Business Response

  Date: 08/16/2023

  Mr. Ernest ********* brought a letter to our office requesting treatment for specific teeth/condition of his wife who had some medical concerns including radiation therapy. He informed our office that another dentist refused to treat his wife because of her health issues. Considering his wife's medical condition, our office gave her a priority appointment. Dr. Shabana **** at White Sand Dental Studio gave full attention to Ms. Megda while Mr. ********* was interpreting for her. Mr. ********* completed medical forms on his wife's behalf and requested to get her poorly decayed teeth treated by root canal and crowns and to make her a new lower partial. Mr. ********* mentioned several times and over long phone calls that his insurance is very limited, so our office worked with him and gave all treatment at a discounted fee considering Ms. Megda's medical condition. Mr. ********* even gave a check that bounced and we still continued to provide top priority treatment to his wife. Mr. ********* called and came to the office without appointments and showed disrespect to the office employees several times but our office maintained a professional demeanor and provided the best dental care to his wife. Mr. ********* and his wife Ms. Megda were provided with a treatment plan that they consented to that clearly informed that a root canal will be performed on one tooth and decay will be removed off the second tooth before crowns for her two affected teeth will be fabricated. A new lower partial will be needed for proper support and fit as crowns on the teeth will change the fit of existing lower partial. To avoid complications due to her radiation therapy, extractions were avoided. Ms. Megda and Mr. ********* indicted their plans for a new lower partial. However, when new crowns were made and cemented per their desire and consent, Mr. ********* backed off and asked if the compromised partial could be made to work. Our office tried its best to make it comfortable for the patient by adjusting the compromised lower partial but advised the patient that for proper fit and her comfort a new lower partial is required as per the treatment plan that patient agreed to at the start of treatment. Mr. ********* called a couple days later and mentioned the patient had discomfort. Our office encouraged him to bring the patient back to the office to make further adjustments in order to make it as comfortable as possible but Mr. ********* informed the office that they are going back to Miami and will have it taken care of there. Mr. ********* and Ms. Megda have all the copies of their paperwork and consent forms where they wrote they wanted a new lower partial, new crowns, and root canal. We can provide a copy after their consent is given to us for records release. We have provided all the treatment per their strong desire and consent ONLY. Mr. ********* and his wife Ms. Megda is encouraged and advised to come to our office so we can try to make the already poor partial fit more comfortable for the patient. Patient and her husband Mr. ********* is advised again to consider making a new lower partial like they wanted, indicating desire for it and clearly understood its need and agreed. We encourage and appreciate better communication with our patients. We are always here to help our patients. 

  Customer Answer

  Date: 08/16/2023

  
  
  Complaint: 20392017

  1.-He informed our office that another dentist refused to treat his wife because of her health issues. 
  This is a lie. What I informed was that ONE DENTIST mentioned it was unadvisable that the patient had extractions, and in an extreme case it was needed, he could refer us to a surgeon that would perform so. No Dentist ever refused to treat my wife, One careful dentist just mentioned that. I informed  White Sand to tell us beforehand if they considered any extractions. The reason I continued with White Sands was that they were local and we were guided by their fake good reviews. They are so dishonest, I could not change mine. (Webpage does not allow it)
  2.-our office gave her a priority appointment.
  Priority? Once they collected for the full dental work, they tried to postpone the appointment for half a month when the secretary told us that the crowns were already there.. I had to explain to them my wife was on medicine to increase her appetite to avoid cancer recurrence. I had to tell them I would go to the police that day if they did not see her because the patient needed to eat.
  2.-Mr. ********* was interpreting for her. A lie.They did not allow me all the time. I was only called when things got difficult and my wife was crying for not being understood. We went there thinking the dentist spoke arabic because of her name. Her receptionist told us she did which was another lie. She was Pakistani and did not speak arabic.  Once we got there the dentist told me I could stay during the whole procedure to serve as an interpreter. After paying, first, she made me sit 15 feet away and later she asked me to wait at the reception and I was only called in in extreme cases my wife was complaining.

  3.- Mr. ********* completed medical forms on his wife's behalf and requested to get her poorly decayed teeth treated by root canal and crowns and to make her a new lower partial .Another lie. I did not complete nor signed a medical form requesting what she says. When I searched the internet and noticed how much they wanted to charge, I asked them if they could just make two crowns that would fit the lower partial and Shabana said she would take and send the impressions to the lab that would make the crowns perfectly fit-in which was her commitment. The final dental work hurt the patient’s gum and cur her tongue.

  4.-Mr. ********* mentioned several times and over long phone calls that his insurance is very limited,
  Another lie. Long phone calls? They hardly replied to my calls. Shabana initially told us she did not take insurance. However, she asked me for the insurance cards just in case. In the end, she charged $ 149 for a procedure she collected from our insurance, I will ask another dentist if she did it. I later found out the patient had an $ 837 credit on her insurance that could have been used toward her procedure. But Shabana did not take it because it was easier to collect from us. 
  5.-Mr. ********* even gave a check that bounced and we still continued to provide top-priority treatment to his wife.  The unintended bounced check was for advanced undone treatment. As soon as informed I printed the checking account balance which was accepted and I was charged for an additional $30.  They immediately collected long before any treatment was done. There was no top treatment but a very unprofessional useless one.
  6.-Mr. ********* called and came to the office without appointments and showed disrespect. 
  Shabana showed disrespect to my wife who was crying in tears about the mess Shabana had done to her. Shabana showed us the door and asked us to leave. Never asked us for a follow-up appointment to fix anything. Showed disrespect? On the last visit day,  I had to insist that my wife be treated when I became aware the crowns were there and Shabana wanted to postpone the appointment for two weeks. Asking a distressed crying patient complaining about a hurting dental work to leave shows no professional demeanor after providing the worst dental mess to my wife. 
  7.- Were informed a new lower partial would be needed for proper support and fit as crowns on the teeth will change the fit of the existing lower partial. A lie. They quoted a flexible lower partial which I found expensive. We were also given the alternative that impressions could be taken from the two crowns and sent to the lab which would make the two crowns fit in perfectly with the existing lower partial. That is exactly what a dentist in Miami did; new crowns will fit the existing lower partial. Had we been told a lower partial was definitely needed, we would not have done it with her since I did not consider her a professional dentist. I already did not trust a doctor who would call me asking me. How much do you want to pay for the whole dental work? 
  8.-When new crowns were made and cemented per their desire and consent, Mr. ********* backed off and asked if the compromised partial could be made worse. None of that happened or was said.
  9.-Our office tried its best to make it comfortable for the patient by adjusting the compromised lower partial but advised the patient that for proper fit and her comfort a new lower partial is required as per the treatment plan that the patient agreed to at the start of treatment. A lie again, you did not even try for five minutes.  A lie. I did not agree to that and nothing was signed.  
  10.- Mr. ********* called a couple of days later and mentioned the patient had discomfort. ONLY TRUE!
  11.- Our office encouraged him to bring the patient back to the office to make further adjustments.  NOT TRUE. I called and the secretary just said she would tell Shabana of our dissatisfaction with the dental work. They never called. Who, in his right state of mind, would take his wife to Miami when a dentist here is willing to fix the mess she did? They found that out from the BBB report that states I had to have it all redone again in Miami.
  12.-Mr. ********* and Ms. Megda have all the copies of their paperwork and consent forms where they wrote they wanted a new lower partial, new crowns, and a root canal. A lie, we never signed approving anything like that. We just approved two crowns and a root canal. We did not write or signed anything like that.  They should show it in our handwriting.
  13.- Mr. ********* and his wife Ms. Megda are encouraged and advised to come to our office so we can try to make the already poor partial fit more comfortable for the patient. FALSE!.  Since July 18, 2023, I complained by calling the dentist and asking her to fix what she did. We never had a return call from them. I called them twice to no avail. I suspected that would never happen after complaining about a final messy dental work and being ordered to leave. That is why I decided to go to Miami.
  14.- Mr. ********* informed the office that they are going back to Miami. False, they read it on the BBB report. I did not call to inform such thing what's the use of that?  Only a mentally retarded would do such a thing.
  15.- We encourage and appreciate better communication with our patients. By asking them to leave when complaining about terrible dental work?
  16- We are always here to help our patients. Really? Since July 18, 2023,  we never received a single return call from them asking us to go to fix the dental work they did.
  WE SHOULD HAVE A REIMBURSEMENT OF $ 2,800 FOR THE TWO USELESS CROWNS WE PAID FOR.

  
  Sincerely,
  
  
  
  Ernesto Luis ********* Mayor

  Business Response

  Date: 08/20/2023

  Patient was given treatment per her consent and desire. If any concerns, can contact the office to resolve. Thank you

  Business Response

  Date: 09/25/2023

  We responded to your complaint on 08/16/2022 and provided service based on your wife and yours's consent and exactly how you requested to give the services. To receive a refund, all services rendered, and products provided after your wife's consent must be returned in its original form and everything must be how it was before treatment given at our office and will determine the refund afterwards. Thak you for your understanding.