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Business Profile

Dentist

Durham Dental Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/23/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Tried to walk out when getting fitted for dentures was called by the dentist to come back the next day and have them fitted because they would be " cheaper " and pretty much paid for the whole service up front and was fitted went through maybe the first step or the second step and then they keep charging me even though I haven't received product I've told them I want to refund they don't feel right after the first step first appointment of getting them fitted they did two appointments in one so I'm kind of thinking that they somehow were being strange about that about deciding the shade of the denture and having them fitted at the same time I've been waiting for 2 months I've haven't heard from anybody in 2 months about a refund they talk to me briefly and just started getting it started and I haven't heard of things since I think they're waiting for me to pay it all off and then to try to scam me out of it because I pay through Care credit and I think they're holding out until CareCredit pays them the full amount

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

    Business Response

    Date: 04/29/2024

    Patient came in on 8/5/2023 for impressions for fabrication of a maxillary denture. He returned on 9/6/2023 for a wax try-in, which was the second step out of the four steps to fabricate his denture. Patient was not satisfied with the fit, the Dental Assistant explained that this was a wax try-in, and there were a few more steps to take to ensure this would be a great fit. Patient contacted us late September of 2023, and requested to stop the fabrication of the denture. Patient called us on 2/1/2024, and spoke with me (*****************, ************ Lead) and wanted to retract his previous request, and push through the lab case for fabrication of his maxillary denture. Patient came in on 2/10/2024 to continue with his maxillary denture, and came in for the 3rd step. He did not have anything completed this day, and left. ***** from our office spoke with him on 2/13/2024 via phone, and she informed him that we are working on getting him a refund. That was our last correspondence with him until we received the BBB complaint. 

    I called the patient on Tuesday, 4/23/2024 and we had a great conversation. It was a different conversation from what I anticipated due to the complaint he filed. He expressed his gratitude, the wonderful experience he had, and that he would like to continue treatment with us. I even made a comment that we do not want him to feel scammed, and he confirmed he did not feel that way. I have an audio file of this conversation. However, I'm unable to attach to this particular complaint due to the type of file it is. Perhaps we can find a different way to provide this information if needed. 

    I spoke with patient again today, and made him aware that we will provide an $806.00 refund check. He was very happy, he even expressed that his Aunt filed the complaint on his behalf. She then contacted BBB to mark this as resolved once I reached out on Tuesday, 4/23/2024. He said and offered that he was going to try to also contact you all today to retract this complaint. Please contact our office at **************, or email the office at ******************************* Thank you!

     

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