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:06/05/2024

  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.

  Needed dental care. Need a partial. I went to find out about appt. Paid $50 to make appt. I have the receipt, girl gave me receipt, plus a brochure stating the prices. Went for my appt. a week later. Showed the girl which option I wanted. She come back tells me my option is unacceptable that it was a brochure from 2 years ago. Then I talk to manger, manager tells me that was a mistake on the brochure. But yet this handed to me on May 23,2024. Then they show me another brochure, which price is $150. more than I can afford. So I could not get what I needed. Because I had to pay for it the day of service. I have of receipt, plus the brochure. After showing proof of everything, they said well we can’t change the price. That I would have to pay the $730. Which my brochure said $620, which is what I went there with. So I was $110 short. I have proof of everything.

  Business Response

  Date: 06/07/2024

  Patient has been a long time patient since 2005. The brochure she provided was not given in 2024. We have not used that flyer or fees for several years. We are sorry that she feels she received the flyer at the time of her appt deposit however we have no flyers to provide as they were destroyed years ago. We have rebranded and attached you will see our new logo. We are empathetic to her financial situation however we did not provide any inaccurate fees and have refunded her for her deposit of $50.

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ********
  

  Customer Answer

  Date: 06/10/2024

  I am not a patient of DCOF. I went to them back in 2005 for dentures. I had a lot of problems 
  with them. I have not been back to them since 2005. I showed you proof of the brochure they
  gav e me May 23. Plus my receipt for making an appt. They cannot say that was from years ago.
  How would I end up with a brochure that was at least 20 years old. They are scammers, I have talked 
  to other people that I know. They have told me about their bad experiences with DCOF. I still have
  my same top denture from DCOF. It's hideous was not happy with them, told DCOF that from the 
  get-go all they said was, Well I dont know what to tell you, and I paid them off. Their service is 
  hideous. I look like I have buck teeth. Only went back to them May 23,2024, was because I was 
  desperate. I need teeth for a wedding. FALSE BROCHURES. they dont stand behind their 
  brochures, or patients, or work. 
  

  
  

  Business Response

  Date: 06/12/2024

  We have already provided a response. We did not provide patient with that flyer. She states in her complaint additional information she is not a customer. We have nothing further to discuss. Please let us know if you need anything from us.

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:04/29/2024

  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.

  During COVID, my daughter, ******* *****, began using **********. In April 2023, the dentist said we needed to start completely over so we did. When she reached tray 6 which i believe was september 2023, it was lost at school so I called the dentist office to let them know because she was picking up 3 new trays the following week but they still wanted us to come in for the appointment. We did and they said they would make a replacement tray. We never heard from them about picking up the replacement or new trays. A Few months later, called to ask what was going on and they said they had the tray and wanted to schedule another appointment. We came in and they only gave her the replacement tray and said they would call when the others are ready. The following week, I received a call stating that they wouldn't see her anymore and wanted me to take her somewhere else and start completely over with braces which conflicted with what they told me the previous week. The person that said this continuously talked over me and wasn't interested in anything i tried to ask or explain at all. March 2024 I contacted them asking about a refund and was told the person that gives refunds was out for the week and would contact me. This never happened. I paid around $5000 and service wasn't completed. The entire process was dragged out for almost 3 years because of confusion caused by them, waiting months at a time for trays, only giving 1 tray at a time, etc.

  Business Response

  Date: 05/23/2024

  There are missing facts in the patients review of what happened. Please let the records attached serve as proof that DCOF has done everything to attempt to rectify the situation.

  The card holder and the dispute in question is the father (****** *****} of the patient, *******  ***** who is currently in ********** treatment. ********* ********** treatment was started 10/28/2020 and 36 months later she is still in ********** treatment. On several dates of service discussed wtth the patient and both parents were these concerns: She was wearing mis-matched tray numbers, she would state that she was wearing trays but there was zero sign of wear, she lost her trays at least 6 times, 
  buttons were replaced at a minimum of 10 times, her lack of oral hygiene was also a concern and that she would be referred out to an orthodontist if compliance had not improved. (Office visit notes  included in this case submission.) On dates of service noncompliance was discussed with and  documented in chart notes mom and patient: 12/15/2021, 1/26/2022, 03/14/2022. Discussion with dad and patient specifically stating noncompliance and documented in chart notes on: 03/29/2023 and  01/10/2024. There were also 2 phone calls regarding noncompliance made to dad regarding referring ******* out for non-compliance to an orthodontist on: 03/08/2023 and 01/16/2024. 
  Dr. L*** (Treating dentist) in an effort to help the patient not lose her trays and return to the office for regular visits, she was given 2 trays at a time and scheduled back every 2 weeks. Another issue that giving ******* limited trays at a time Dr. L*** was because; historically ******* would miss appointments and often there would be weeks or months between visits, most recently she was seen on 09/19/2023 and did not return until 01/10/2024. 

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** *****