ComplaintsforCelebrate Dental and Braces

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business is verrry rude and I wouldn't recommend them to anyone. I personally think their mission is to drain low income and vulnerable communities. I rendered services for braces and dental. I have been having issues with them since I started treatment. The only reason I haven't left is because they are the only ones that can treat my braces and they have expressed that in a intimidating way. THEY WON'T RELEASE MY RECORDS UNLESSI HAVE $50 They charge for EVERYTHING. I was charged for mY records after paying over $2000 FOR SERVICES FROM DENTAL AND ORTHO. The charged $25 late fee for 2 min late or an appt I knew that was changed on their behalf. When trying to talk to t hem they talk in spanish and talK NEGATIVE bout YOU IN YOUR FACE. One day I had a translator app and found out they were calling me "niggers" and assumed I was poor and a thug. They never knew I was translating. My last experience is when they closed my Ortho account because I was in the hospital for cancer, but they booked my appt for dental and took my money. They didn't care to hear I was in the hospital all they wanted was money. I THINK THEY SHOULD BE AUDITED AND CLOSED .

  Business response

  01/15/2024

  To whom it may concern, 
  In response to the Better Business Bureau letter we received on behalf of a patient we wanted to clarify a couple of things. A common goal all of our offices share is to provide excellent dental care at the most affordable price and this case was no different. This being said, we do have office policies that are set in place for all of our patients, missed appointments, dismissed accounts after 120 days of inactivity, and late fees that follow a 15 day grace period in our Orthodontic department. All of our patients are properly informed of our office policies prior to starting treatment, and they are provided with the original signed agreement. 
  In regards to this patient, we made every effort to accommodate and work with them. We were lenient on multiple occasions by waiving late fees and continuing to provide services to the patient regardless of the financial status of the account. We reached out numerous times through text messages, phone calls, and letters were mailed out to the address the patient provided us with. Due to failure of communication on the patient's behalf, the account was closed after an additional 60 days were given in hopes the patient would reach out. 
  Regardless of the experience the patient described in both departments there was never once any form of discrimination, disrespect and the patient was never denied services. We received this letter on 01/04/2024 and the patient had an appointment for the following day 01/05/2024. During the scheduled appointment time the patient was treated with respect like any other visit. When explaining the process of the appointment the patient requested to be transferred elsewhere and Dental records were provided. No future appointments or treatment were arranged after and the patient left satisfied. 
  The Dental account was left with no outstanding balance, but the Orthodontic account was forced to write off the balance of $1,450 due to inactivity. If the patient was to return and request his Orthodontic records, they will be provided at no cost. 
  
  

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