ComplaintsforNew Age Dental Care

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 7th of 2021, I paid New Age Dental Care $5,241.60 in cash for my Invisalign Program. I was told that this program would include all of my trays, the work done throughout the program, and the retainer that would come following the program. I started the program on July 23rd and had 5 check-ups between then and November 5th. One of these visits included work on a couple of brackets that had come off. During this time, my husband and I found out that we were being relocated due to his work. I realized that I was going to have to transfer my program to a new location near our new home in Buffalo, Minnesota. New Age Dental offered a virtual program which would require me to do video calls, and send pictures of my teeth throughout the remainder of the program. It would require that I travel the 9 hours back to Saint Louis at the end of the program to have the brackets removed, and be fitted for the retainer. This would require additional fees for travel including gas and/or airline tickets, and taken up PTO time. My orthodontist in Minnesota suggested that I request that the program be transferred. The estimate they gave me was around 6k for all the work they would do for me throughout the remainder of my program. When I told them I had already financially invested in the program, they said I should get a refund from New Age Dental Care, since they would not be seeing me through to the end of the program, as promised. When New Age Dental Care was asked for a refund, they said that they would not refund a single dollar because I had been given the option to do virtual care. I never signed a contract saying that the amount was non-refundable. I've asked them to send me my records and have received nothing. Now I have no money to continue with a local provider. New Age Dental Care has put me in a position where my options are either to go without care or to spend more money than what I paid for the program that was promised to me. I desire a refund of at least $2,500

  Business response

  12/27/2021

  Dear *******, 
  
  The cost of the Invisalign consists of: design of smile, treatment plan, and fabrication of the aligners. Most of the work is completed in that phase prior to delivering to the patient. We don’t charge each patient depending on the number of aligners. For instance, if someone just had 25 aligners and another person 50 aligners the cost would be the same for both. There is a flat rate for the full case. 
  
  
  Also, when you decided to move, we met at our last visit and discussed the virtual option that we offer to oversee your progress with Invisalign. I know you were hesitant about this option at the time and then I gave you all of your aligners. 
  
  
  The only part of the treatment that I cannot do is the retainer phase (after you finish the aligners). Therefore, I am happy to refund you $500 for that. I will also ship the retainers at no additional cost to you. Any dentist should be able to remove the buttons and polish the teeth so you can wear your retainers.
  
  
  Please download the Invisalign app so we can continue your treatment and you get the best results. Invisalign, the company will provide any additional aligners at no cost to me since I already paid them in full. Hope all is well and happy holidays!
  
  
  Best,
  Dr. ********
  
  Tell us why here...

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