Complaints

This profile includes complaints for Newby Orthodontics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Newby Orthodontics has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Newby Orthodontics

  5050 Oaklawn Drive Cincinnati, OH 45227-1434

  
• 

  Newby Orthodontics

  1780 S Alex Rd West Carrollton, OH 45449

  

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:01/19/2023

  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.

  We have had a very rough experience since the beginning with my son. The office staff is rude and doesn’t care. The orthodontist herself seems to constantly have to apologize for her staff. We have not gotten far in treatment and are not always given clear instructions.
  We are made to feel that we are nothing but a problem since I refuse to just drop my son off and let them do whatever to him without me being there or involved. This kind of practice is exactly what worries me. I feel no one should leave their young or teen child to navigate this on their own.
  Because I insist on being there, nothing can be done without clearing everyone else out supposedly and we wait a ridiculous amount of time every time because of it.
  I called and made an appointment and then was told it was for a different time than I put down. The office staff were rude and did not care to run it by the staff to see if they could fit him in. They relented and walked away. I get the feeling no one was asked. I asked to talk to Dr Newby or get an email and that did not happen. I got a different staff member to come and essentially do nothing for us. I feel completely uncomfortable with the care my son is receiving there and really would about prefer to find a mew Dr and have his appliance removed. Everything and every experience outside of the ones directly with the Dr., leave me feeling like we are not important and we are just a problem. I’m seriously starting to think that there is no way we can possibly continue his treatment with this office.

  Business Response

  Date: 01/26/2023

  January 23, 2023
  

  *** ***** ********
  Marketplace Resource Consultant
  Better Business Bureau
  1 E. 4th Street
  Suite 600
  Cincinnati, OH 45202
  

  Dear *** ********,
  

  This letter is in response to the message to your organization, the BBB from the
  concerned consumer parent of one of our patients, *** ****** ******
  ID# **********, which was received by my office on January 19, 2023.
  

  I am in much appreciation of your sharing this experience with me. I was truly dismayed
  by the miscommunication and subsequent negative experience of *** ******.
  

  After thorough review with all involved personnel, I immediately addressed this atypical
  experience with *** ****** personally. While *** ****** had no problems with the
  quality of care which we have always provided her Son, I have expressed to **.
  ****** my sincerest apologies for her experience on January 19, 2023 with my Front
  office team.
  

  I was a bit surprised that *** ****** and her Son missed his appointment earlier in the
  day. It was at this scheduled appointment that all Orthodontic records were to be
  updated and an updated Treatment Plan was to be reviewed and presented due to her
  Son progressing out of the First Phase of Orthodontic treatment. *** ****** is
  correct. In error, *** ***** missed her Son’s appointment which was originally
  scheduled for January 19, 2023 at 12:50pm. Within our normal protocol and as a
  courtesy to all families, the Front office team did check with a Lead Clinical Assistant to
  see if her Son could be “worked” in at the time which *** ****** thought that her
  appointment was confirmed at 4:50pm.
  

  While busily treating patients, I was not made aware of *** ******** desire to speak
  with me nor of her presence in the office until after her departure. I was informed that
  one of my Lead Clinical Assistants readily met with *** ****** and her Son, reviewed
  the appliances and answered any questions within scope so that they would not have
  to wait long until I finished treating the many patients. I was informed of these events
  later in the evening after treating all patients. I assumed that all was well at that time
  and that all questions were answered. I was informed that *** ****** rescheduled her
  Son’s appointment, was given my e-mail address and would contact me via email with
  any outstanding concerns prior to her Son’s next appointment.
  

  Our office undoubtedly values and respects every patient and every parent. Anything
  less, is absolutely not tolerated. While our office attempts to maintain and respect the
  privacy of our patients in our open treatment areas, we often accommodate several
  parents who request to accompany their child patient. We make sure the request is
  accommodated by seating the patient and parent in “specially located chairs” while
  respecting the privacy of all. *** ****** is aware of this policy. We have never had an
  issue with *** ****** requesting to accompany her child. In the past we have
  suggested several appointment times from which she may select in order to minimize
  her wait time for the “specialized” seating and overall time within our office.
  
  During my entire twenty-six (26) years of practice, it has always been my requirement
  that Parents are informed of the treatment procedures and status at appointments.
  With *** ***** seated at each appointment with her son, it is my error in believing that
  the explanations of treatment were always completed. All patients and parents know
  that I am personally available for any questions, concerns or explanations at any time. I
  am only a phone call, an e-mail or a visit away.
  

  As *** ****** is aware, I have greatly valued the relationship we have shared with
  *** ****** and her Son. Even when her Son was super nervous and apprehensive
  about any treatment, we often progressed slowly until he was comfortable. This
  interaction has never been a bother to me nor my team. *** ******** son, presented
  to our office with an Orthodontic need involving the lack of space for the eruption of
  permanent teeth and overall lack of ideal developing occlusion. *** ******** son
  entered the First Phase of Orthodontic treatment which involved the use of specific
  Orthodontic appliances addressing the need of care. A Second Phase of Orthodontic
  treatment which would also be necessary once the teeth were further erupted and
  developed is to follow and was to be determined by the review of the scheduled
  updated records. The timing of eruption and development of teeth is not under the
  control of the Dentist nor the Orthodontist. If the timing of eruption and development is
  longer than anticipated, sometimes Orthodontic treatment may be prolonged however
  timely monitored.
  

  It has been truly a joy to work with *** ****** and her Son. With all areas of concern
  addressed and changes already in place, I am confident that a mutually satisfactory
  resolution will be achieved. However, if *** ****** desires to discontinue treatment of
  her Son with my office, it would be with much disappointment, that I will remove any
  appliances and prepare transfer records at the next scheduled appointment on
  January 31, 2023 which is within two weeks from the original appointment date of
  January 19, 2023. If *** ****** desires to stay with our office, a detailed Treatment
  Consultation will be completed with updated records on this date.
  

  Once again, thank you for sharing these concerns with me. It is through organizations
  such as yours that help to ensure that businesses such as Newby Orthodontics will
  always provide quality compassionate care in our communities.
  

  If you are in need of any additional information, please feel free to contact me directly.
  

  Sincerely,
  

   

  Monica L. Newby, D.D.S.