Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I had upper dentures made by Dr. ****, which were returned and I want my money back. I seen Dr. **** on 10/9/23, 10/16/23, 10/23/23, 10/31/23, 11/07/23, 11/14/23, 11/28/23 and 11/30/23. I received the dentures on 11/28/23 and returned them on 11/30/23 because I could not wear them and they were a complete disaster! The bite was completely off with my back teeth barely catching the denture on the inside as it came down. The teeth was much smaller than my previous denture teeth. My appearance was drastically changed as if i was wearing no teeth! I requested that Dr. **** remake the dentures and he refused. I paid $667 to **** *. ********, DDS, & ***** *. ******, DDS. I received a check from them in the amount of $167 which I have not cashed. I am requesting an addition $500 refund, which is the amount I am owed. They also received an insurance payment of $783 from United Health Care. I don't know whether United Health Care has received a refund back from **** *. ********, DDS and ***** *. ******, DDS. In an attempt to resolve this issue I mailed them a certified letter on 12/17/2023 and had no response from them. I am asking for your help in recovering my money so I can go elsewhere as I do need new upper dentures. Thank you
Business response
01/26/2024
***** ****** was first seen by Dr. **** on Ocotober 9, 2023 further referred to as "patient". Patient was previously seen by another dentist and seeking a second opinion. Patient signed off on a treatment plan to continue to fabricate a Characterized Maximum Ultra Denture, full upper. Insurance was applied to treatment plan and a deposit/co pay of $300.00 was made by patient and insurance was processed to cover $783.00 and adjustments were made accordingly to patient account for insurance adjustments. Patient was digitally scanned for new upper denture, 3 D Panorex (x-ray) was taken to complete this stage of treatment for certainty of maxillary and mandibular condition.
The scan began the Wax A, first stage on October 16, 2023 and patient approved to proceed with the second stage, Wax B. Patient was presented and inserted the Wax B which is approved by the patient for both fit of the new denture and full esthetics. Any changes to the Wax B are made at his time per the patient's directive at the Wax B stage before the final stage of the denture is fabricated. Patient was seen for the Wax B stage on October 23 and 31, 2023. Patient was seen again for the Wax B stage on November 7 and 14, 2023. Patient approved and therefore pleased and denture was approved fabricate the permanent Characterized Maximum Ultra Denture, full upper.
The completed denture was inserted on November 28, 2023 and patient and paid remaining co pay per insurance in the amount of $367.00. Total amount of co paid is $667.00. Patient stating denture was not fitting correctly on November 30, 2023. Due to patient being not being pleased with the denture even though this is a custom made prosthetic involving Doctor time along with EFDA, Assitants, Lab Techs. utlilization of 3D Imaging equipment, there is a lab fee of $500.00. Insurance was refunded on January 12, 2024 and patient was refunded $167.00 for remaining balance and for 3 D Panorex (x-ray).
Business response
01/26/2024
Attached is the Treatment Case Estimate for ***** ******,Customer response
01/27/2024
I am rejecting this response because: They have my $500 and I have no teeth!
I have read the response from **** ******** DDS and ***** *. ****** DDS and do not agree with it at all. First, I didn't go to their office seeking a second opinion. I do have a dentist that I see regularly, but she is not in my insurance plan. These dentists were in my insurance plan and I had $1500 benefit that could be used to cover dentures. I had a denture made by "Doctor ******" 17 years ago and was very pleased with it. I was hoping to have the same experience with a replacement denture. Second, I did not agree nor disagree when Dr. **** was having the lab to make changes that he made. I could not see in my own mouth to see if they were correct. I was relying on Dr. **** as a professional to make that determination. Third, After the denture did not fit and Dr. **** refused to remake it, he said he would give my money back. Dr **** kept the denture so I am unable provide pictures or get a second opinion of how bad they fit and/or that they would never fit my mouth. When I left the office of Dr ****, I thought they were refunding my money. How is it that they were able to refund the insurance payment, but refused to refund my money? Refunding $167 to me of the $667 that I paid, leaves $500 that I am due. Again I am requesting consideration for a terrible job on making dentures and a full refund of additional $500.
Business response
02/02/2024
Issue has been resolved to satisfaction.
Thank you
Customer response
02/12/2024
I did receive a phone call on 2/1/24 from office of **** ******** DDS and ***** *. ****** DDS stating they were going to mail me a check for $500 as requested. I have not received that check. I am asking that the case remain open until I notify you that I have received the check. Thank you.Business response
02/13/2024
This matter has been resolved. ***** ******'s insurance has been refunded in full and patient is receiving a refund for out of pocket in the amount of $600.00.
Thank you.
Customer response
02/13/2024
I am still waiting to receive the check from **** *. ********, DDS & ***** *. ******, DDS. As soon as the check arrives, I will notify BBB. Until payment is received, I am requesting that Complaint ******** remain open. Thank you.Customer response
02/26/2024
I have received payment. Please close this case. Thank you for your assistance. It was very much appreciated.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.