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:09/29/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though the dentist continues to make completely false claims, and unethically slander his former patients, we find that it will be easier to move forward with no further contact from the business since we have paid the final fee agreed upon by both parties. Though we have held up our portion of the agreement, Robison Orthodontics has yet to provide us with a final statement of payment, termination of any and all contracts, and a written guarantee that their office will no longer harass our family again. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  this with you multiple times, listened to your office manager rudely berate us, and even delivered to you multiple copies of the final statements from your own office, you continue to harass our family with threats of collections and ****** fraudulent late charges for a bill that is not owed to you. I have once again graciously attached copies of the settlement letter and proof of complete payment provided to us directly from your office. You again have proof that this debt was paid in full and is no longer collectable, therefore I am demanding that you immediately correct your records to a zero balance, remove this account, and all references to our personal information, from your records, and stop trying to intimidate our family. Robison Orthodontics should be ashamed of this disgusting back billing scheme, and the completely unethical practice of trying to bully customers into paying more money for accounts that have been financially satisfied and closed. It is fraud!

  Business Response

  Date: 10/16/2022

  To Whom it may concern,
  
   
  
  We reached out to the patient and in question and came to an agreement. What they did not say in there complaint was that there insurance termed due to the husband quitting his job, (on more than one occasion) during the course of treatment. Insurance had not finished paying there final payment so it then became the patients responsibility. The hand written note was sent out before we knew it had termed. We reached out to the patient and had multiple conversations regarding this. We came to an agreement and now consider this matter closed.
  
   
  
  Please let me know what else is needed from me.
  
   

• Initial Complaint

  Date:08/04/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  *************************
  
  
   
  

  Business Response

  Date: 08/11/2022

  To whom it may concern,
  
  We saw the patient in our office on 06/20/2022. She was just in need of a new retainer. We took an
  impression and had the lab make them for her. We charged our normal amount of $480. Upon
  delivering them she stated that she did not like them and that they were uncomfortable. She wanted
  Vivera retainers like she had from when she was in treatment years and years ago. Vivera retainers are
  much more expensive because of the material and that fact that you get 4 sets. We let her know that we
  could do that thinking it would not be an issue. Upon calling Invisalign they let us know that it was there
  policy that it had to be a patient of record with Invisalign in order to make the vivera retainers. We then
  called the patient back to inform her of this. She was not happy. I then let her know that we could take
  another impression free of charge and get a new one made for her. She expressed lack of confidence in
  the office and that she didnt want come back in for another impression. To which I let her know in that
  case I would only be able to issue a refund of $240 since that is half of what it cost the office in lab fees
  to make the retainers. She then said she would be going through the Better Business Bureau to get it
  resolved. I let her know I was sorry it had come to that but if she did not want to come in and give us a
  chance to make things right then she had to do whatever she felt she needed to.
  Upon talking with my Doctors about the matter they then decided to issue a full refund to avoid
  anything like that from happening. We feel we were trying to be more than accommodating to the
  patient and it was unfortunate that it had come to this. The refund was in the amount of $480 in the
  form of a check. We feel this issue has been resolved and wish to close the matter.
  
  Thank you please let me know if any additional information is needed.
  
  ***********************
  Office Manager- Robison Orthodontics