ComplaintsforBrite Dental, P.C.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've got rescheduled 2 times and missed work time. They keep telling me to reschedule without offering a different provider, or location. I can't keep missing work since I am on a 90 day probation period. The only additional day I got off was Friday April 12, 2024 (which I was originally rescheduled to). The business is only willing to finish up the cleaning this Friday that the Dr started on Tuesday April 9, 2024. They are not willing to finish my 3 fill-in's until the other Dr. is available. Unfortunately I am no longer authorized more days off. I need my treatment finished without further work time interruption.

  Business response

  05/14/2024

  Good evening,
  Patient *********************** was a *** patient seeing ************** on Tuesday 4/9/24, ************** proposed SRP and 5 fillings. LL/UL SRP and fil #** & #** was completed and patient scheduled the next day to finish the rest of her proposed treatment but ************** called off the next 3 following days and the patient was upset. We have **************** here on Fridays so front desk offered seeing a different provider and she said that was fine as long as the treatment was done. **************** agreed to finish the patients treatment because it is not her fault. Therefore all treatment was completed and all the patient had to return for is her 6 month recall. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told my tooth should be extracted and they said they could do it . Made an apt and went back following week. Asked how long it would take, they said *** .5 hr. First it wa s dirty there as always. Instrument table, machines, chair arms, patient protective glasses. I have been going there for years and its always been very dirty. I always tell them but cant find different dentist to take my insurance. Dentist yanked, drilled, cut, twisted, for 1.5 hours. He was getting angrier and angrier: RELAX! OPENNWIDER! TURN YOUR FACE! CHIN DOWN! HOLD STILL! LOOK UP! RELAX YOUR LIPS! I was first under-numbed and it hurt so badly I was shaking and feeling faint. After at least a dozen shots in roof, cheeks, gums, etc. I was finally numb and the cracking, twisting and yelling began. Finally, the dentist threw his tool down on the tray, yelled something about sutures and the assistant ran to get new instruments. He sewed me up with part of the tooth still in my mouth & marched out of the room, no explanation, goodbye, nothing. The assistant then said I would get a referral for an oral surgeon, they could not complete the job. At the front desk, secretary refused to assist me in finding a specialist, she gave me what they called a general referral. A piece of paper saying find a surgeon. Now I have a ****** hole, bruised face, fat lips, cut roof of my mouth, scraped All over my mouth and even back of throat! It hasnt stopped bleeding and I still cannot find an oral surgeon. I felt as if I was beaten up when I woke up this a M They gave me no pain meds, rinse, gauze, NOTHING for follow-up. This was at the ****** office in Berwyn, same doctor and general manager. I will NEVER STEP FOOT IN THIS OFFICE AGAIN.

  Business response

  02/29/2024

  Good morning.

  I am genuinely sorry to hear about the challenges you encountered during your recent experience with our Brite Dental location. Please accept my sincere apologies for any inconvenience or distress this may have caused. Your feedback is invaluable to us, and I want to assure you that we take your concerns seriously. I have initiated an investigation into the matter to thoroughly understand the circumstances surrounding your experience. Our primary goal is to address any issues promptly and implement necessary improvements to prevent similar situations in the future. In the meantime, if you have any additional details or would like to share more about your experience, please feel free to contact me directly at **************. Your insights are invaluable in helping us identify areas for improvement.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am **************************************, responsible for overseeing both the healthcare and financial matters of *********************************, a 93-year-old patient. On October 16th, 2023, at 11am, I accompanied ******** to Brite Dental for a routine cleaning appointment. As part of the check-in process, I provided the necessary patient information, including details about ****************** heart condition and medication. Prior to the treatment, I specifically asked the front desk staff to consult with the doctor regarding ****************** suitability for teeth cleaning, given her current medical condition. The front desk ************* me that the doctor was aware and that this would not pose a problem.Shortly afterward, I was called into the treatment room, where the doctor informed me that she would be unable to proceed with the cleaning and recommended that ******** seek treatment in a hospital setting for a deep cleaning. The doctor also mentioned that she would provide a referral. When checking out, *******, the office manager, informed me that the charge for the cleaning and X-rays amounted to $124. However, I explained that ******** did not receive a cleaning and should not be billed for it. I was not asking for a full refund as I would pay for the -X-Rays, but do not believe this elderly patient who is on a strict budget should pay for a cleaning she did not receive. I am requesting a 50% refund for services not rendered.

  Customer response

  10/20/2023

  Hello, 

  
  

  Can you please upload the signed PDF HIPPA agreement to the complaint, I was unable to upload it before submitting the complaint. 

  
  

  ************************************** on behalf of ********************************* Patient Brite Dental. 

  
  

  Thank you

  Business response

  02/14/2024

  Good afternoon,
  

  Please see a formal respond to the complaint, case# ********.
  
  ******************;
  Chief Operation Officer 
  Brite Dental PLLC        

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A little over a year ago I went to brite dental to have my braces removed and to purchase retainers. I was quoted $700 for the removal of the braces and retainers. I was also quoted **** if I wanted to start treatment over and get the prefect look I was wanting. I stated I did not want to start treatment over and later came back for the removal. The lady who removed my braces must have cut me because my gums bleed a little and I was were in pain for weeks. I went to their general dentist and was told nothing was wrong with my teeth or gums and that the pain and bleeding could have came from injury to my mouth from having my braces taken out and would go away. After I paid $700 I was offered another option and quoted **** to have braces put on my upper teeth and retainers for the upper teeth. It didnt make sense for me to pay **** when I could just pay **** and start treatment over. I was kinda disappointed because why offer me that option after I had already spent money. When I spoke to the dentist I explained that to her and she stated they could work something out as far as price and call me back. Never got a callback. Now fast forward to June 2023 I come in for replacement retainers. Im told they I could get replacement retainers but should get braces as my teeth had moved. We spoke in detail about my concerns for my top and bottom teeth. I told her I did have issues with the bottom teeth but was more focused on the top. She agreed the top needed work and the bottom wasnt as bad. I was given the same options and price as last time. **** for upper and **** to start treatment over. I reminded her of the $700 I spent last year and how I basically could have just started treatment over. She told me she would speak with ****** as far as price. After that she told me for an extra $500 I could get Invisalign for the bottom teeth. She stated it would give me the prefect look I was looking for without so much more money since I had concerns about the how much I had spent previously. I thought that maybe this was a deal and that I would get the results I was looking for. I get my braces and do the steps to order the retainers. After I went to pick up my retainers and I put them in the dentist tells me that the retainers wont make my teeth prefect. I say what do you mean because thats what we discussed at the previous appt. She says not to worry about it as everything should be find and more retainers could be ordered to fix anything else. I was given 3 sets of retainers and told to wear each one for two weeks and that I can always go back and start over if I dont like something. A few weeks later when I come in for my tightening on my braces I bring up the situation again. I explain to her my expectations and how Im not seeing a difference. She tells me she wants me to be happy with my results and offers me a refund. She tells me how ****** the manager is gone but will be back next week and I could talk to her about getting a refund. They take pictures of my teeth and I leave. I come back next week only to be told since I have the retainers I cant get a refund. I stated I didnt ask for one and was more concerned about my results. I explained how Im not seeing any results. I was told to just make sure I wear the retainers I state I have but I took them out because I thought I would be getting a refund. I was told to start my 3rd and last retainers and that after awhile of fixing my teeth it would be the retainers I keep and that I could use the 3 retainers I have to do do treatment over and fix anything. I wear the 3rd retainer for the two weeks and start the treatment over. I dont see any improvement in my teeth.I go to get my braces my tightened and tell the dentist I am not happy with my bottom teeth. I state nothing has changed and with even looking at my teeth she tells me it has just not the changes I expected since I didnt get braces. After this I speak with ****** and she offers me $150 refund or I could get a discount on my braces. I state I want to speak with the dentist because I need clarification. After waiting a long time I have to leave. I set up an appointment to speak with ****** and the dentist. The dentist looks at my teeth and I tell her my teeth are not aligned like they should be. She tells me I should get braces and that she only offered me Invisalign because it was cheaper and not to fix my the issues. She states how Invisalign cant fix the issues with my teeth. My thing is why offer me something that isnt going to work? And how come Invisalign cant fix certain issues when I know people who have prefect teeth from using them. ***** comes in to get me the price and we go over everything. She quotes me **** for the bottom. I say you told me it would be **** to start treatment over why would I pay another **** that would make it 3k. She said the price changed from last year and that another option I was given last year was $****. I state you never told me a quote of ******************************************* that price of **** and **** so it changed from a few months ago? She says that now I need major work and that is why it cost more. How does that make sense? The dentist said the retainers/ Invisalign did their so are my teeth now in a worst state then before? I ask for my pictures from August 2023 but there are no pictures from august. I stated the dentist definitely ordered pictures and everything. She says the dentist can do that just to look them over later. What sense does that make? How does it help me to not look at my teeth but say I need x,y,z done then take pictures to look over my mouth and not upload them? I tell them the trust I had in them are gone. She tells me she will still give me $150 off what I owe for my braces. That doesnt answer any of my concerns or solve anything.

  Business response

  10/20/2023

  Good morning.

  This is ***************************, I just received this complaint today, I will go over it and speak to Dr. and ******. As soon as I get an answer I will get back to you. 

  Customer response

  10/27/2023

   
  Complaint: 20648399
  
  I am rejecting this response because: it offers half truths, doesnt address the right matter,  doesnt offer any explanation as to why the Invisalign didnt work, reason for me being overcharged for more treatment or even a refund

  
  Sincerely,
  
  ***********************

  Business response

  11/02/2023

  The treatment that was selected for the lower arch was "active retainers". This is completely different from invisalign.

   

  Invisalign is a more comprehensive treatment option that involves more significant number of trays, and precise movements on the teeth. Attachments are bonded to the tooth surfaces to aid with retention and movements. This option comes at a more significant cost than active retainers, and can range from $4500 - $6500 depending on the case. 

   

  As the patient was not highly concerned about the lower teeth, and we understood she just want to try to improve the alignment of her lower teeth, the option for active retainers was offered. 

   

  We would like to work with the patient to settle this matter. We would like to know what we can do to satisfy her. 

   

  ---
  

  ***************************
  Brite Dental PC
  Orthodontic Dept.
  *******************************************************************************
  Phone:**************
  Fax: **************

  
  

  Customer response

  11/02/2023

   
  Complaint: 20648399
  
  I am rejecting this response because:That is correct I wasnt highly concerned about my lower teeth however the dentist and I did speak in detail about what my issues with my teeth. We actually spoke about the issues with my teeth at my appointments in 2022 and 2023.
  The dentist herself said my lower teeth didnt need much work and that it was another effective and inexpensive situation.
  Never was the difference between active retainers and Invisalign discussed.
  However the dentist stated it would address my concerns with my lower teeth and at a cheaper cost. She stated how the active retainers could easily and effective fix my lower teeth. 
  
  
  I came in for replacement retainers so it didnt cross my mind that I would be starting treatment again especially on that day. I dont just make on the spot decisions so in that moment I wasnt prepared mentally or expecting to spend a large sum of money. However the dentist stated the replacement retainers wouldnt do a lot for my upper teeth and they would remain crooked but it would be ok for my lower teeth.
  At that point it seemed like a waste of money to get replacement retainers. I didnt want my teeth to remain crooked so I agreed with the braces. I was then offered a solution for the lower teeth and I agreed because I was told it would do more than the replacement retainers and fix my concern for my teeth. 
  It was told to me as a way to get everything I wanted without spending a ton of money. It was made to seem like a good solution and deal. What would make you guys think I wanted to spend almost 4 times more money on something that wasnt going to fix my teeth if I didnt want to waste money? Why even offer me the option?
  Why not just let me get the braces for the upper teeth and regular retainers for the lower teeth? Why waste my time and money? 
  At this point if you guys actually want to satisfy me then provide me with a refund of what I have paid so far so I can move over with my life. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started going to Brite Dental last year November 2021. I wanted Dentures after two extractions were done . I waited all Winter having Impressions done and finally this year in the Spring they were finally done, I had problems with fittings and had to return several times for adjustments. The last time I went I saw a new dentist *********************** who said I would be referred to a Specialist and I would get my money refunded. This was told to me on June 27, 2022. I have yet to receive my money for ******** . Each time I call they won't answer the phone and when they do the manager isn't there or out sick. I called the Regional Manager named ******** and spoke to ****** who said she would call me back and never did. I did receive a call from ****** on 8.1.22 saying I would get my refund. Where is it as I'm still waiting. I'm a Senior living on a Fixed Income as I need to see a Specialist and the lack of funds needed their holding I need. Why won't these people refund my money?? What's the hold up?? This is a Blatant disrespect for Seniors and no concern about their situations. Really ******************** and they need to stop playing games and lying to people that work hard all their lives only to have Theft by Deception done to them. It's not right and I want my money!!!!

  Business response

  09/01/2022

  Dear ******************************

  Thank you for sharing your feedback. We're sorry your experience didn't match your expectations. It was an uncommon instance and we'll do better in the future.

  Please feel free to reach out to ******** if you have any further comments, concerns or suggestions you wish to share. We would love to make things right if you give us another chance. My phone number is  ***************. Thank you!

   

  
  

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

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dentist messed up my mouth they pulled a tooth and stitched up tissue in my mouth almost which left a Oder and also causing me to have serval surgeries which also causes me a lot or Pain

  Business response

  08/15/2022

  Dear: ************************* , thanks for sharing your feedback. Were sorry your experience didnt match your expectations. It was an uncommon instance and well do better in the future.
  Please feel free reach out to ******** to ******************* that's our General manager with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance.
  
  
  

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter went in on January 5th, got her molds done and made a down payment of ***** dollars. Got told to wait 4-6 weeks and would get a call as soon as they arrived. We waited up to 7 weeks when we called to get an update. Then they told us that they would call us as soon as they arrived. Waited then again 2 weeks. We then called and got told they had them. We then called to make an appointment and got told they had the wrong ones and needed to rescan them. Got them rescanned on April 6. Then they said they sent it and should get it in 2 weeks. After 2 weeks we called and they still didnt have them, until recently I had an appointment on May 4 after waiting almost another month but could not go due to my daughter having a big ap quiz. We called to reschedule and got told they would not have an appointment up until June 8. This is a total waiting time of 5 months when it should have only taken 4-6 weeks. Never did we get a call from them and we were the ones who had to keep calling to get updates and information.

  Business response

  06/14/2022

  Good afternoon. I spoke to the patient's mom *********************** regarding this matter and we addressed  the problem. She was satisfied after the conversation. We will accommodate her as he requested.
  

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

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment for teeth cleaning at 11am and walked in at 10am and waited for 11am and was told they are running behind schedule, after waiting until 12:30pm, they tell me unable to take me today. They wasted my time and showed no remorse. I am reporting to make sure this does not happen to anyone.

  Business response

  05/05/2022

  Hello, ***********************

  I'm sorry for the bad experience. I understand your frustration, I'm the general manager for the company at Brite Dental and  I'm sending you my information so you can contact me and we have a better clarification of the situation.

  My phone number is ************** Thank you and again I apologize on behalf of the company. 

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Brite Dental on July 6, 2021 at 9:15 a.m. to schedule a dental appointment. I spoke to a receptionist by the name of ******** I asked her for the earliest availability, During our conversation, I told her that I wanted to get a teeth cleaning, she asked me if I had insurance, what type of insurance did I have, and she asked for my member I.D. after she received my personal information, I was put on brief hold, when she returned back to the call, she continued with the scheduling of my appointment. Moving forward, I arrive to my appointment as scheduled, I received an exam, & an excessive amount of x-rays, that I thought were more than customary for a general cleaning, that I never received. There was only one dentist on site, there was a skeleton crew of staff members, it appeared that the receptionist quadruple booked patients like we were cattle, The quality of service was below standards, unprofessional staff & the office is ran more like a manufacturing plant operation.

*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. ↩