ComplaintsforThree Rivers Dental Group LLC

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 19, 2021 I received an apicoectomy treatment from Dr. F at the Jennerstown, PA office. I immediately had problems and had to seek additional medical treatment elsewhere on Aug 22. A follow up appointment was scheduled at your office on Sept 3rd, but was cancelled 15 minutes before I arrived. I advised the procedure had not worked, that I was still in significant pain due to ongoing infection. I also indicated that I had spent thousands of dollars on this issue and as my treatment did not work, I requested a refund of my last out of pocket costs of $1,000.00 and requested my medical records at that same time. I followed up with W***** on Sept 28th and he returned my telephone call on Sept 29th indicating he would put in a request for a $1,000.00 refund due to failure of the procedure. I spent the next several weeks trying to reach W***** for resolution of this matter. In early Nov I called another TRDG office. Ex administrator Lori M responded to my inquiry by email on Nov 8, 2021, and through a series of ongoing emails from her I was finally notified that TDG position is that “Dr. F was an independent franchisee”; that “you do not assume any of the franchisee’s liability or debt”, and that “this is clearly stated in your franchise agreement with him”. She further stated, after repeated requests for copies of my complete treatment records, that “we are only sending x-rays that we can email”. Perhaps Dr. F did have an “independent franchisee” relationship with TRDG, but in no way was that relationship ever indicated to me. Based on your local media advertising I sought dental services from TRDG. I walked into your office in Jennerstown, PA beneath a sign that read TRDG. I signed a Consent for Treatment contract with TRDG that was executed by a representative of TRDG, and my check was made out to and cashed by TRDG. Every indication to me was that Dr. F had apparent agency with TRDG. Research into W***** further shows a warranted refund by TRDG.

  Business response

  12/07/2021

  Subject: Fwd: BBB Complaint # ********
  ***** *******
  
  Dear Stephanie, in response to this complaint # ********* 
  At the time of the services and payment to Dr. F*********, Jennerstown was his buisness, soley operated, owned and controlled by him. Levi W***** was his employee, under his direction and payroll. The funds he received went into his business account of which he is the sole signatore. This office had its own EIN, filed its own taxes and was fully responsible for providing services. Upon his death on 9/19/2021 the office was closed.  None of these receipts were provided in full or part to any other office or dentist.  No one from another office promised Tammy any refunds. Other than pursuing the estate, we have no further solutions.
       Dr. F*********’s office in Jennerstown was his sole entity 100% controlled by him with all finances , bank accounts and records.  You signed a consent with Dr. F*********, the treating dentist and business owner. His death is regrettable but not the responsibility of any other entity, your check was cashed and deposited into his First Commonwealth account. An email was sent to all of his patients in treatment.  If  wish to contact the estate of ***** ********** , *** ***** ***** *** ********* * *** ***** the estate is responsible for any financial issues .
  
  Patients have been referred to another dentist, xray records will be fowarded at request and signed HIPPA Release.
  
  
  MM
  

  
  

  Customer response

  12/07/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  ***** *******

   

  I am attaching documents and the certified letter sent that clearly show I did sign papers for services.  Every piece of information indicates I am signing for services performed by TRDG.  I am demanding restitution for my last services or I will be filing with the courts.  I certainly do not want to incur more unnecessary expenses for myself or the organization.  However, I am an average wage earner who was obviously taken advantage of by TRDG.  

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb 2029, paid $30k for four dental implants. From the beginning, I told the dentist the top left teeth were loose. From the beginning, he simply told me no, they are not. The dr has since passed away and I have been examined by their covering implant dentist who told me the implant was done incorrectly and this is the reason the teeth are loose. At that time, the office manager said she would submit to corporate to cover the work that needs to be done to correct my teeth. A week later, I receive an email saying it would cost me appx $7k to fix my teeth and there was no warranty b/c I was months overdue for a cleaning. I emailed back a detailed timeline of what happened when and that despite the dr passing away, it was the practice's responsibility to fix the work that had been done wrong from the beginning. No amount of cleaning would have any bearing on this fact. I received no reply to my email. A week later I sent another email which also did not receive a response. So here we are. I just want them to fix the work that was done and give me the permanent teeth I paid for. I have attached the email chain for all the details.

  Business response

  12/08/2021

  In response to *** ********* complaint:
  
  1. There has been ongoing dialogue and responses to her requests by phone with the TRDG Dental Director of Operations , Ms. B******.
  The accusation of not responding is false.
  
  2. Please see the attached portion of the actual signed consent form , confirming the professional relationship between the treating independent contractor dentist and the patient.
  
  Please note the treating dentist , F********* , passed away on 9/21/2021.
  Therefore , following  his death, TRDG/Greentree LLC has no obligation to provide any additional services without a fee.
  
  3. The American Dental Association and the universal standard of care for all dental patients is to have a six month exam and cleaning to maintain proper dental health and support existing treatment.  Those patients that choose to ignore this standard recommendation risk issues with their dental health . To suggest maintenance has no role is flawed.
  
  There is no written guarantee or warranty on professional health care services. The patient consent form outlines treatment and possible outcomes.
  
  As outlined and signed within the patient consent,  the use of tobacco, tobacco products or smoking may be deleterious to the outcome of surgically placed implants.
  
  4. The TRDG Corporate board would have considered up to a 20% discount for the current issue but will not have another dentist within or outside TRDG/ Greentree perform these services with no fee.
  
  5. The TRDG corporate board now considers this matter closed and will not respond to any additional complaints through BBB for complaint  # *********
  
  Sincerely
  MM

• Initial Complaint

  11/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ****- On 2/4/21 paid $6,000 up front as required by Levi, Director of Three Rivers Dental Group, Jennerstown, PA for extraction all teeth, upper and lower temporary, then permanent dentures. As of 9/23/21, I had the temps and was scheduled to be fitted for the permanent set the following day, when I got a call from the dental office stating that Dr F********* fell ill with difficulty with his legs and had to go to the hospital. They will reschedule with me when they know more about his condition. In the meantime my wife, ********, had an appt sched for 10/1/21 for an implant and crown splint, which she had paid the required upfront fee of $2500, per Levi, again. No one was available at the office or by phone that day and no one had called to cancel the appt. We had both tried getting in touch with the office for several days to no avail. On Monday 10/4/21, while searching for other phone #s to try to get some answers, I came across an online obituary for Dr F, who had expired 9/19/21, 4 days before they lied to us about ****'s cancellation. Reached office manager, Yvonne, at Greentree office on 10/4, who said, she will take care of refunding the $2500 for ********'s services not rendered, and also look into finding ****'s permanent denture status. Never heard anything more until letter dated 10/13, stating, any paid fees went to Dr's business acct and are not available for refund, credit, or substitute treatment. We feel we were greatly wronged, and swindled of a total of $8,500 for services not completed and services not rendered at all, respectively. According to many other sources, this is not an isolated situation involving Three Rivers Dental Group. Thank you for your attention to this matter.

  Business response

  11/22/2021

  At the time of the services and payment to Dr. F*********, Jennerstown was his buisness, soley operated, owned and controlled by him. Levi W***** was his employee, under his direction and payroll. The funds he received went into his business account of which he is the sole signatore. This office had its own EIN, filed its own taxes and was fully responsible for providing services. Upon his death on 9/19/2021 the office was closed.  None of these receipts were provided in full or part to any other office or dentist.  No one from another office promised Patrica any refunds. Other than pursuing the estate, we have no further solutions.
  
  Patients have been referred to another dentist, xray records will be fowarded at request and signed HIPPA Release.
  
  
  **

  Customer response

  11/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ******** was never treated for the scheduled issue . However , payments made to Three Rivers Dental Group ( see attachments sent with original complaint) were cashed by the establishment. As I see it, this is outright theft.  Also, for the $6,000 **** paid for full denture treatment, he is left with no teeth. We will pursue this further.
  
  **** *** ******** ***** **

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought dentures from Three Rivers dental in Jennerstown. The first time he pulled my teeth I told him there was something on my top gum. I was told no there wasn’t. I went back later to find another dentist who x rayed it and found he left a root of a tooth. Was told that dentist was no longer with them. Dentures never really fit right and although I paid way too much I just accepted it. Well couple years later I was eating something and front tooth broke off. I went out to office and girl was very good at taking care of my problem. Well now it’s a year later and same tooth broke off. I called and phone just rang and rang. I called Greensburg office and was told that Jennerstown was a private practice and dentist passed away. If I wanted teeth fixed to go after his estate in court. I said no where on adds does it say private. I asked for email of Dr R****** she said no and was very rude! She said they would fix them but I’d have to compensate them. They are just the middle man and send to a lab to fix so don’t know why I’d have to pay. I sent another email with a copy of my warranty which clearly states the dentures would be fixed by ANY Three Rivers Dental but I got no reply after that. I don’t want much I just want to be able to smile without looking like Beverly hillbillies!!

  Business response

  11/02/2021

  ** ********* * **** ** *** ******** ** ********* * ******** It is self explanatory. I consider this complaint and matter closed.

  
  

  TRDG Franchising 

   

  We apologize if Mr. ******** did not receive the detailed correspondence attached and either emailed or mailed through USPS. 

  
  

  
  

  Three Rivers Jennerstown was a soley owned private practice. There is no warranty appliec to the other TRDG locations. They are separate buisnesses as listed with the State of PA. 

  My ******** can be seen by Dr. V**** or any office he chooses. We apologize for any confusion following the death of Dr. F*********.

  
  

  If you wish to have your prosthetic remade , we would be happy to do so, but again as a separate company, there would be a fee. 

  
  

  I consider this matter closed and will not respond further.

  Sincerely

  TRDG MM 

  
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 8, 2021, I was examined by L. Keith F********* DMD he offered me a package deal for $20,337 which included 9 extractions, 4 dental implants, Follow up appointments and permanent dentures( that do not come out The accountant Levi stated if I paid upfront the money before surgery they gave me a discount of $2,837. I paid with credit cards $10,000 that day. I returned for surgery on June 17th, 2021 and paid another $3,500 with a credit card again. I had two follow up appointments which he said the implants looked good. On Sept. 17th they called to say my appointment was being canceled (Sept. 20th,2021) because F********* DMD, was going to the hospital with hip pain, he died Sept.20th, 2021, from leukemiaTried to call the office 2 weeks after canceled appointment, only got answering machine for returning patients. Found out he passed away on Facebook, tried to call again for returning patient, no answer. Received a text message from Samantha, receptionist on Oct.12th, 2021 asking for my email address to send paperwork, never received any emails from them. Then on Oct 18th, 2021 received letter in mail stating another dentist not with Three Rivers Dental, they have four other offices. They recommended Tom Vince, DMD with 20% off to finish my dental work. The reviews on this dentist is bad and why would I pay again? And said "Dr. F********* had all fees paid into his business account and are not available to provide you with a credit, refund or substitute treatment. I was floored by this letter! I contacted my two credit cards that paid the $13,500 to dispute charges for services not rendered, I still needed post opp on these implants, and then permanent dentures were to be installed,which I never received. I texted Samantha back I kept her text from the beginning to ask why wasn't I given to another one of their dental practices and my dental insurance claims wer never done, why? No answer. Please help me and any other patients ripped off by this dental pratice

  Business response

  10/27/2021

  ********* , attached is a letter providing the information to patients under treatment by Dr. F*********.. Self explanatory
  I consider this complaint closed.
  

  Customer response

  10/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  ***** *********

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $1900 up front for dental implants on July12,2021. I received only the posts and went to one post op treatment. I was scheduled for a second post op treatment on August 30 2021. Apt was cancelled and never rescheduled. After 2 weeks I made another call to another office to find out the dentist passed away. At that office they said they would put me on a list to be seen at another office 2 weeks later no call. I called then and was informed that no office would be seeing his patients. Letter was sent out stating that no refunds would be given. I have paid upfront for work that has not been done and don’t have the money to finish my treatment. I am seeking the return of my money.

  Business response

  10/27/2021

  ** ********* , here is the response to complaint # ********. It is self explanatory. I consider this complaint and matter closed.

  
  

  TRDG Franchising 
  
  

  Subject: Letter to JT patients

  
  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid over 6000.00 to the jennerstown three rivers dental office for dental work, since then the dentist passed away and my work is not complete but no one from three rivers dental will finish my work. They offered me 20 percent off using one of there other dentist but will not honor what I have already paid for. As it is I had to borrow the money from my retirement. I'm hoping you can help me as I dont have the money to start over again. Thank you

  Business response

  10/27/2021

  ********* , attached is a letter sent to all Jennerstown patients that were in treatment with Dr. F********* .  It is self explanatory. 

  
  

  I consider this matter closed and will not respond any further.

  
  

  TRDG Franchising 

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a tooth pulled at Three Rivers Dental on 9/13/2021. At the time of the service Three Rivers dental told me my dental insurance who is Delta Dental said I had to pay $161.00 to have the tooth pulled which I thought at the time was too much because I have insurance but I paid it anyway. A few weeks later I got the EOB from Delta dental saying I was only responsible to pay Three Rivers Dental $25 to have that tooth pulled. Then I called Three rivers Dental on 10/6 the office manager Yvonne told me they charged me for some special agent so I didn't get an infection and they are not giving me the money back for that. I told Yvonne I was going to file a dispute with the BBB and she said she didn't care and hung up on me. I want all my money back minus the $25 copay Delta Dental said I was responsible for. At the time of the service Yvonne didn't tell me about charging ne for a special infection agent to put on my tooth, I would think any dentist office should include that anyway.

  Business response

  10/13/2021

   attached is the federal truth in lending statement provided to *** ******* when his treatment options and fees were provided at his exam.

  
  

  The Truth in lending statement clearly indicates the PLAN A upgraded fees, and that his EOB will not represent these upgraded fees. All of options including the superior treatment updgrade, were fully explained to Mr. Bittner, note his signature confirming all of these details and three initials. All ws FULLY EXPLAINED he voluntarily chose the upgraded treatment, now wants to dispute it as is his history.  There was full disclosure.

  
  

  No refund.

  
  

  I consider this matter closed with the BBB and will not respond to any further communciations. I as Managing Member am fully responsible for all financial arrangments and fees. 

  
  

  L.P. R******

  MM TRDG/Greentree LLC 

  
  

  Customer response

  10/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  These people at Three Rivers dental are liars. They never fully explained anything to me and only told me to sign a piece of paper saying that I allow Three Rivers dental to  bill my insurance company. They never told me I was being charged for something that my insurance company wouldn't cover. In fact I told the financial lady that I did not want to be charged for anything that was not covered under my insurance and she said OK. I think that lady who lied to me in the office was possible Yvonne, the same lady who hung up on me when called her to explain they charged me too much money at the time of the visit. I will not accept this answer and will go as far as I have to with this. Even though I want my overpayment back it's not about the money. It's the fact Three Rivers dental does this to other people as well. I work in the area Three Rivers dental is and at least 5 people I work with stopped going there  because the same thing happened to them as well. Three Rivers dental is now trying to tell me they charged me extra  for some special agent so I didn't get an infection after they pulled my tooth. I would think any dentist would give you something so you don't get infected after they pull a tooth. Three rivers dental made me sign a paper stating if I upgrade by dental service that my ins company won't pay the upgrade. I never told Three Rivers dental I wanted to upgrade any services and they sure didn't tell me they were forcing me to upgrade anything. She told me just to sign this paper.
  
  Regards,
  
  ***** *******

• Initial Complaint

  08/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was a new patient at Three Rivers Dental Group. I had my first exam on 6/8/21. I was advised I needed a few root canals and an extraction. I attempted to call the dentist office to reschedule my appointment due to a family emergency, but there was no answer and no answering machine to leave a message. I had no work done, and now the dentist office is trying to charge me $1572. This is obviously a blatant attempt to extort money from me because of the pandemic and their lack of work. I refuse to pay and will be securing legal representation if needed.

  Business response

  08/17/2021

  Patient scheduled and signed the attached Financial agreement that shows a reservation deposit that is forfeit if a four business day notice is not given. The above Guest scheduled twice and fail to give proper cancelation notice as agreed.

  Customer response

  08/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   
  No where on the form I signed does it say they would charge $782 per missed appointment. This is highly misleading and a blatant attempt to take advantage of patients just to make more money. They were not required to give me four business days notice to reschedule an appointment, they rescheduled the day before my scheduled appointment. I had a death in the family and due to personal issues was not able to complete the procedures with this office. I will be seeking legal counsel. Thank you. 

  
  Regards,
  
  ***** *****

• Initial Complaint

  06/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an appointment to have dental work done with an in network dentist and they immediately asked for a credit card and charged my card for the services. Once I received my explanation of benefits from my insurance provider I saw I was charged me $90 for each extraction instead of $6.20. I called to try to get a refund but no luck. My insurance company called them as well and explained " due to Dr. being in network they are not able to balance bill. Also they requested the office to provide a claim for Hemostatic C Agent, advising them that all procedures codes performed must be submitted on a claim even if it is a non-covered service." The insurance company was told a request for refund would be submitted but it would take a couple of days. I have called and left a message and they won't return my call. They over charged in Sept, 2020 as well but I was not aware until now when reviewing the EOB from Sept.

  Business response

  07/07/2021

  
  I would like to respond to a complaint from **** ****. He had several extractions done at our Greentree
  office and received a hemostatic clotting agent to aid in healing and prevents dry sockets for the patients
  comfort. This is an upgraded service and is not covered service by insurance companies and therefore is
  out of pocket to the patient. There was some confusion by the patient because his insurance was quoting him
  his copay for the extractions only so we therefore refunded the money
  he paid for that service. That was completed several days ago. We want to give our patients
  the best possible service.
  
  Sincerely,
  
  Lori M*******
  Executive Administrator

  Customer response

  07/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  What the Dentist replied is not true.  I completely understood that the hemostatic C agent was not covered, there was no confusion.  As you can clearly tell from the attached EOB from insurance and the attached blll from the Dentist on the original complaint is that this dentist was balance billing the patient for the difference which they are not permitted to do. I reached out several times and they would not return my calls.  Delta Insurance also spoke with the the dentist office and then followed up several times and they would not return the insurance company calls as well after the initial conversation.  It was not until I filed this complaint that the refund was then processed.  So while the refund was processed, the Dentist is being dishonest about what the issue actually was.  Also, they are committing insurance fraud by billing the patients for more than the contract allows.  They have a contract with Delta Dental. 
  
  Regards,
  
  **** ****

*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. ↩