ComplaintsforTherese M Bogs, D.D.S., LTD

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After Dr. ********************** **** dental service was recommended to me by a co-worker to have alignment work done on my teeth, I obtained the services completed the program and attempted to order free retainers on 11/1/21. I was told my payment made via credit card when I began the services covered all dental visits, the alignment process, and free retainers for 5 years. On 11/1/21, ******* informed me I wasnt entitled to free aligners due to a reduced service amount she claimed Id received and would instead have to pay $80 per retainers. She added Clear Connect no longer had my impressions, nor Dr. **** dental ******, and that Id need to come to the ****** to have new impressions made before retainers were provided. I was led to believe every 6-8 months I would simply call their ******, order FREE retainers and pick them up for 5 years. (My preference was going to be to have them mailed to my house like the first set of retainers was, however, but I cant even get to that stage.)On 11/2/21, ****** informed me my alignment program was expected to take longer and cost more. Since my alignment process was shorter, she said Id been given a reduced price (which I didn't know at the time) and would now have to pay $85 per retainer set. (Im not sure why she informed me of a price $5 higher than *******, and I pointed that out to her.) I informed ****** of 2 remediation efforts I wanted taken, and that I desired a call back by 11/5/21. No one called me.As of today, 11/9/21, no one has still called me back. Id like Dr. **** ****** to perform one of the following actions: (1)Contact Clear Connect, have them locate my impressions (retainer order # ******) and provide me with all 10 sets (5 years worth) of retainers by mail to my home -OR-(2)Refund $1,000 to my credit card for the cost I'd now have to pay for 5 years of retainers acquired at another dentist's ******.

  

  Business response

  11/22/2021

   

   

  I am surprised and saddened to hear of this complaint, as the patient was absolutely thrilled with her results.

  As with any medical/dental procedure, each person is individual and different from the next. For this patient to tell staff that she expected her treatment to be exactly what her co-worker received, who referred her, without knowing the details, is misguided.

  Clear Correct does not keep records once treatment is completed.

  The patient did receive return calls, which she chose to not answer or return.

  I cannot speak for ******* and to whether she misspoke about the retainers.

  I have already sent the patient a check in the amount of $800.00, which is equivalent to two sets of retainers a year for 5 years at $80.00 a set (what the patient demanded). She has already received a set at no cost.

  My office prides itself on our work, we want our patients to be pleased with our service, and I'm not going to bother with a tedious case of "he said/she said", which is why I have sent a check for the retainers.

  
  

  Dr. Therese Bogs (correct spelling of my name)

  Customer response

  11/22/2021

   
  Complaint: 16117006
  
  I am rejecting this response because:

  I'm surprised ************** would assume that I believed my treatment would cost... or be near... what my co-worker's costs were.  OF COURSE I would not expect that.  ************** has missed the point, which is her team NEVER told me I'd been allegedly given a discounted price for services and would not therefore be eligible to receive 5 years worth of free retainers. I was satisfied with the end results of the alignment treatment and am anxious to keep the results achieved.  I can only keep the results with retainers!  I will sign off on this response from the doctor's ****** after I've received the $800 check she said is in route.  I have no reason to lie on her staff and am offended she's hinting I did.  I didn't miss one appointment during the process.  I kept in touch with her ****** along the way.  When it was time to obtain the 5 years of aligners promised, her ****** dropped the ball.  Procedures need to be improved there so patients are clear on the services they'll receive based on what they paid for, and the staff understands what they're doing and are telling patients.  I hope ******* and ****** receive the training needed so this doesn't happen again.

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

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