Complaints

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• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair 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.

  On May 4th 2020 I had a permanent replacement bridge on my right hand side. The cost was $2517. Then on December 15, 2021, I had to have a permanent bridge put on my left hand side. That cost was $2877. When the left-hand side bridge was being installed it took a long time as Dr ******************** was having a hard time getting the permanent bridge to fit and seat correctly. He said it usually doesnt take that long, which I was aware of because it was not my first permanent bridge. At one point he mentioned when the bridge was made the lab might not have been sure of the correct positioning. If it went forward or back because my left back molar is not there. Almost a year later I called the dentist office and let them know that I was having problems. The grooves in my teeth no longer fit together correctly making it painful and hard to chew. I went back into the office and he shaved my teeth down more trying to fix it. However, that did not work. Now the bridge that I had completed in ************************************************************************************************************************************************* 2020, slowly pushing on it and making it loose. Regardless, a permanent bridge should last longer than four years and I had no problems prior to the 2021 bridge being installed. The dentist had to know it was not right when he was putting it in and he should have sent the bridge back to get it corrected instead of installing it.

  Business Response

  Date: 08/27/2024

  On May 4, 2020 Dr. H383**63**239363337H removed and replaced ************************ existing upper right bridge (teeth #2-#4) due to recurrent decay on the distal of tooth #4. When ******************** returned to the office on May 20, 2020 to the upper right bridge cemented she stated "the upper right area was tender to biting for 1 week after the bridge was prepped, but it had since calmed down." Ten months later ****************** called our office and scheduled an appointment with Dr. H383**63**239363337H stating "she is packing food around the bridge that we did in May 2020." Dr. H383**63**239363337H was happy to see ****************** and discussed her complaint, charging only $16.00 for the diagnostic x-ray. Dr. H383**63**239363337H let ****************** know the bridge was fully seated and nothing appeared to be out of place. At this time it was also recommended to ****************** that she schedule for her bi-annual, preventative hygiene appointment; however, cancelled it shortly thereafter. 

  There was no communication with ****************** again until December 6, 2021 at which time she called because she was having pressure pain on the upper left. It was determined that tooth #** (on the upper left) was infected. Dr. H383**63**239363337H extracted tooth #** and prepped teeth #**-#** (on the upper left) for a bridge. Due to the extraction of #** there would then be a waiting period for healing before the permanent bridge would be cemented. On 03/28/2022 ****************** returned to our office and bridge teeth #**-#** was cemented. The bridge was noted to have been high and required some occlusal adjustments. ****************** approved of the shape and shade of the bridge. Again, it was discussed with ****************** the importance for her to come in for a regular, preventative hygiene exam and cleaning. ****************** opted not to schedule for this type of appointment.

  On 09/28/2022 & again on 03/27/2023 ****************** returned to our office stating her bit felt off and that she was hitting on the right side of her mouth before the left side. Small, minor occlusal adjustments were made and ****************** left satisfied.

  It is common to make several adjustments to occlusion after a fixed bridge delivery involving posterior teeth (such as the bridge ******************** received for teeth #2-#4). A number of factors influence the bite of an individual that cannot always be replicated in the office. This includes clenching and grinding habits during the day and at night, types of foods being eaten, tension in muscles of mastication, parafunctional habits, etc. Frequent and open communication from patients is relied on in order to identify, diagnose, and properly treat symptoms that arise from these outside factors.

  We feel that had ****************** reached out more frequently or made an effort to attend the recommended preventative care and maintenance appointments that the underlying cause of her discomfort could have been properly diagnosed and treated. There has been no effort since 03/27/2023 on ************************ part to communicate her needs to our office. 

  Customer Answer

  Date: 08/29/2024

   Complaint: 22009188
  I am rejecting this response because:

  On May 5, 2020 the bridge that was replaced was about 15 years old and needed to be replaced because it was pulling away from my gums in one section. During a previous appointment I asked if that was an issue and was told it was not. I told Dr. ******************** that I was afraid food would get in there and it would cause problems. Later I decided to get it replaced because I did not like the way it looked. I was not experiencing any pain at all. After the old partial was removed there was a tiny bit of decay which was easily removed before replacing the partial. If there would have been extensive decay the new bridge could not have been completed because it could not have been put over a decayed tooth.  My teeth are in pretty good shape for my age and I do not appreciate Dr ******************** saying that I have decay and poor hygiene. Thats simply not true. During these procedures I jokingly said that maybe I should just pull all my teeth out and get false teeth and the dental assistant said, no, you dont need to do that your teeth are nice. 
  During the second permanent partial procedure on my left side he mentioned that its possible the partial was made incorrectly, and could be why he was having trouble seating it and why it was taking so long. When I mentioned this to him again during one of the appointments for an occlusal adjustment he acted like he didnt know what I was talking about. I did not pull his comment out of thin air and it certainly explains the problems Im having now and are only getting worse. During another appointment for an occlusal adjustment I brought in my teeth ******* molds, that were made to make my whitening trays, to try and show him what I was talking about. Anyway, when he realized the partial may not have been made correctly and with all the problems he had seating it, he should have put the temporary partial back on and had the permanent one redone.  Now Im paying for his mistake! 
  While wearing the temporary partial for several months, I did not have any of the problems that Im currently having. Yes there was quite a bit of time between reaching out to their office. My father passed away unexpectedly and I found him when I went to check on him. Life happens and at that point going back to Dr ******************** was not my top priority. Besides Im sure he would have just tried making more adjustments and not fixing the actual problem. With both partials not being very old they should have lasted much longer than they did and Im definitely not hard on my teeth. As I mentioned earlier the first partial lasted 15 years and I thought after all the money, time and pain  I should have been good for another 15 years. I feel Dr ******************** did not take responsibility then and hes not about to admit to his wrong doing now. I feel like he simply does not care about his patients. Ive been a patient there for several years, even before the practice changed their name from Basic Dental to NewLeaf Dental. Now I will not be going back again.
  I did not leave satisfied on  9/28/22 or 3/27/2023. I left frustrated, knowing that my teeth were never going to fit together the way they should no matter how many times he made adjustments. I tried to communicate my needs several times but my needs went unheard. 
  
  Sincerely,
  
  ***************************