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:03/10/2025

  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.

  2/4/25 in our initial consultation the doctor looked in my mouth and felt my jaw muscle and joint asking me to move it to feel popping and knots, no images of jaw issue or teeth were taken. He talked in length on the mechanical workings of the joint, that the hyperextended disc would regenerate itself in its new position and there was not a procedure to retract it to its proper position that would be beneficial in today’s practice. He suggested using a night guard and had images taken for proper fit. I was given three pages of directions on how to modify my behavior, ice and cold pack and relax. I signed an ESTIMATE for continuing treatment plan. Paid my consultation fee. Then was told to go home discuss it with my “hubby” and let them know if I wished to proceed. I called 2/27/25 to cancel my appliance/appointment. After I had gone to another dentist who informed me my insurance covers in full the appliance recommended. I stated I would submit to my insurance the consultation fee of $385.00. I was then told I was going to owe them lab fees totaling $250.00 and that they would submit claims to the insurance. I reminded them they were only giving me an estimate. I had not given them any call to proceed and that I am calling now to cancel any further appointments. At that time the receptionist replied I had waited 3 weeks to call back. After a long pause she suggested she could talk to the Dr. about waiving the lab fee. I replied thank you that would be nice and hung up. Later that evening I noticed a voicemail from the office stating we must have been disconnected. I then receive a bill in the mail for lab fee dated the day I called to cancel, along with a future dated cancellation on the day of said appointment in all capital letters for the appliance. My next appointment was for 3/17/25. My new dentist, who took me in on an emergency appointment 2/27/25, also questioned why the other Dr. didn’t notice the obvious large hole in my tooth that had to be removed 3/4/25

  Business Response

  Date: 03/17/2025

  Hi Stephanie,I  received the notification from BBB regarding your complaint.  I am very sorry for any miscommunication that may have happened.  I read and agree with your description of the visit. On 2/4/2024 you presented with a chief complaint of right sided jaw pain, jaw clicking, pain and pressure behinds your eyes. and cervical pain. After a full examination you were diagnosed with myofascial pain of the muscles of mastication, right temporomandibular joint arthralgia, right temporomandibular joint disc displacement with reduction, cervicalgia, and sleep related bruxism.  Initial treatment was self help as you indicated and a digital impression for a mandibular stabilization appliance designed to decrease the harmful effects of your bruxism.  You next visit was to consist of fitting the appliance properly and a panoramic x-ray to review the status of you joints and rule out any other pathology that may be present. You were presented with a treatment plan with the estimated cost of services of the next two appointments.  It does say "estimate" at the top of the page as you indicate, but that is because treatment may change with additional therapies needed or some take away if no longer needed.  As you can see at the bottom of the treatment plan it says patient is responsible for the FULL amount at the time of service.   It is not uncommon for someone the schedule a deliver appliance appointment and need to still discuss it with someone when they get home.  This is where I feel communication may have broken down.  Typically patients call back within a day or 2 to advise us to proceed or not.  This gives us time to communicate with lab not to fabricate the appliance.  You did call on 03/01/2024 to cancel your next appointment which was almost a month later.  After reviewing all of this, I do feel it needs to be more clear when presented to the patient that they need to respond within 48 hours if they want to cancel.  This will give us enough time to stop production of the appliance.  These corrections have already been made.  Because of this please disregard the bill for the $250 for the associated lab costs.   The previous charge and full payment of $385 still stands as that was for services. completed.  I totally understanding choosing treatment that is covered by insurance even if it is not in this office.  The appliance will be different than what we treatment planned but I hope it is part of what gives you relief.  The most important thing to me is the well being of my patients and helping them to manage their pain conditions.  If you continue to have pain with the new appliance or any other treatments, please feel free to reach out to me and we will be happy to see you and help in anyway we can.   You are always welcome here!  Please call me if you have any questions.  Regards,W. Dan Billington