ComplaintsforJoplin Periodontics & Implant Dentistry

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a tooth implant done by this office. It was explained in great detail by ****** ***** the fees involved. She went through the fees for the x-rays, doctor fees and the dentist fee to do the fake tooth was all covered in one payment. I paid for the procedure. Today I found out ****** ***** had mislead and misinformed me. I spoke with the office secretary who was rude and horrible customer service. I asked to see an original copy of the agreement, which she could not produce but was able to produce an electronic copy, which I believe is copied and pasted signature. I seek this office to hold up their agreement to pay the dentist to install the fake tooth as explained by ****** Mouse.

  Business response

  11/13/2023

  We would need the consumer to complete a HIPPA form in order to share details about the complaint.

  Customer response

  11/16/2023

  I am including the agreed upon plan of treatment, along with the full price, which I paid in full.  The price I paid included: D9961, D6010, D7000, D7003, D0220 and D2803.  The treatment plan was paid in full on 5-16-2023.

  I am also including the HIPPA release form asked for by the BBB.

  Business response

  11/30/2023

  **** was referred to our specialty office of Periodontics on May 16th 2023. The referral form is attached that states- "wants implants". Joplin Periodontics and Implant Dentistry is a specialty office that only performs clinical work in the scope of periodontics which includes surgical treatment like implant placement.  We do not perform any restorative procedures like crowns and fillings; that is typically the responsibility of the patients General Dentist. 

  **** came in for a dental implant.  An implant is a titanium screw/fixture that works like an anchor when a tooth is lost.  Once the implant is placed in the bone, and is healed, the patient returns to their general dentist for the prosthetic component, which is the crown that goes on top.  ****s complaint from what I can understand is that "he was told that the fee he paid to our office was not only for the dental implant, but also included the fee for a crown".  The biggest mistake with this complaint is that I cannot legally place crowns on my patients as a specialist. and 2) we do not quote other offices fees or collect on their behalf.  I tried explained to **** that when your primary care physician sends you to the ER for something, the ER is not responsible for primary care fees at your physicians office when you return back. 

  I attached the treatment plan for your review.  The treatment plan that was presented to **** in May had all visits listed with respect to the surgical treatment at our office.  No where on that fee schedule is the ADA code for a dental crown written, which is (D6058 or something similar depending on the material the dentist decides to use). PHASE 5 on the treatment plan states GD RESTORE (hand written- Dr. *******)- this is the step where he goes back to his regular dentist (Dr. *******) that referred him for surgical treatment to finish the case with the prosthesis. The second page of the this treatment plan that **** conveniently left out was the Restorative disclaimer. This has a picture of the implant and the crown and lets him and all patients know that we place the implant and only the implant, NOT the crown.  The crown is the responsibility between him and his general dentist.  We DO NOT quote fees for general dentists nor do we place them.  There are 50 dentists we work with and this is not in the scope of our practice.  At the bottom of the restorative disclaimer sheet, it clearly states that "your general dentist will go over the fees associated with the prosthesis." With all these things explained to him before beginning treatment, I still do not understand how he would think "that the doctor fee and dentist fee to do the fake tooth was all covered in one payment."  ****** has been with us for over 2 years so its very unlikely that she would have someone sign one thing and say something completely opposite.  We also place 150+ implants every year and this is the first time someone has complained about the surgical and prosthetic processes.  If there was some clinical issue, I would take care of it in a heart beat, but this is clear cut "assumption" issue.  

  Thankfully I did not get to witness ****s actions personally.  I had some emails to look at, some information given to me by staff, but the best tool was the camera footage from our office of the day he came in and used foul language towards my staff and threatened to sue me.  In addition he threw his mouthpiece at another staff member.  After all this behavior, I should have placed a restraining order against him, but I still called him and wanted him to explain his side to me personally. I thought that maybe he forgot about the restorative disclaimer and how we do not do any crowns or any prosthetic work at this office.  We only know this from the various emails he sent and from the camera footage when he came into our office and was using curse words towards the staff.  none the less, I called him on tuesday 10.24.23. and offered him to come in so I can hear his side of the story and see where the misunderstanding occurred and reason with him.  After telling me that he is recording my entire phone conversation, he agreed to come in on thursday 10.26.23 at 7:30 am.  I came to the office early that day since we do not normally start until 8. He "NO SHOWED".  He sent an email saying he didnt come because I forged his signatures on all the forms that we presented him with.  I am reputable surgeon of Joplin.  I have lived here since 1996. I graduated from Joplin High School.  This town, its people, this office, and its staff are all my home.  He doesnt have the right to spit out appliances at our staff and use bad choice words.  I live by a code of ethics and when a patient starts accusing a reputable dental office of signature forging, that's insulting and harassment.    

  At this point, I am unable to rationalize ****'s thought process.  I will send you anything else that you may request. Appreciate your patience with this. 

  Customer response

  12/04/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have asked to have my full dental records sent to me. This office has not sent them. This office has also violated HIPPA rights by discussing my personal information with other dental offices. I have reported their actions to the Office of Civil Rights for investigation. I am glad the office states they have video of their office. It will make proving their violating my HIPPA rights very easy to hear and identify. I will let OCR know there is video to obtain.
  

  The response did not address the receipt I have and the procedures I paid for. I hope in her next response, she refrains from telling us all how great she is and actually addresses the issue of her breaking our signed contract of treatment.

  I look forward to receiving my full dental records as required by HIPPA laws.

  
  Sincerely,
  
  ******* *******

  Customer response

  12/04/2023

  If this business does not come back with a number they are willing to pay for the dentist to put in the tooth (as agreed upon in the treatment plan and receipt) we will be forced to visit with a lawyer and have ****** ***** on the stand. 
  

  I noticed the business did not deny what ****** ***** said, only “unlikely” she said that. On a court stand we will find out exactly what she said.

  This business exchanged health information about me with the dentist secretary next door. She is going to testify about receiving them. This office did not have written permission to do this. 
  

  Looking forward to receing my complete health record from this office and a number they are willing to pay for the dentist to do the next step, per our signed agreement.

  Customer response

  12/04/2023

  We will also subpeona the video and audio and listen in court to exactly what ****** said. I hope those records dont go “missing” or was “never recorded”. That would be very suspicious.

  Looking forward to my records being sent and a reasonable offer for dentist’s work, per our contract.

  Customer response

  12/04/2023

  “First time someone has complained”…

  how quickly and conveniently ***** has forgot previous patients who have voiced their concerns on healthgrades.

  “Didn’t listen or answer questions”

  ”Appointment was rushed”

  ”Painful”

  On birdeye review board states “horrible customer service “

  On google, **** ***** writes “Only go here is you absokutely have to. Dr ***** is like 70% saleswoman and 30% dentist. She’ll keep you coming back to give up your dollars for procedures that you probably won’t even need.”

*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. ↩