Complaints

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• Initial Complaint

  Date:06/19/2025

  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.

  Last summer I called this business and asked if I owed them more money at all. They said I was completely paid up and didnt owe a dime. It wasnt that I didnt owe for that month it was said that I was completely paid up and thats why I wasnt receiving any bills. Then 10 months later they say I owe 300 dollars then a month later they say I owe a 1000 dollars. All while my daughter had her braces removed 3 years early than they said. Originally they said my daughter would have to wear braces until senior year in high school. They removed her braces freshman year in high school 3 years or more early. I just received a bill from their office saying I only owe 300 last week. This is after their billing ***** said I still owe a 1000. They have so much confusion in their office that they over charge people and mistakenly give out false information. I feel like I shouldnt pay them anything. 1) Because they told almost a year ago that I didnt owe anything and now all the sudden I owe a 1000 but I got a bill last week say I only owe 300. They cannot get anything correct between the office and the billing ***** People in the billing and office both they changed billing depts because they were making so many mistakes. Also, if my daughter got her braces off 3 and a half years early. Wouldnt that lessen the price? This place has been nothing but rude and incompetent since day one. One of the women that works has a daughter that goes to my daughters dance school and shes completely rude and acts entitled at the dance events.

  

  Business Response

  Date: 06/30/2025

  I am writing in response to the complaint filed by Mr. ******************** I am restricted from sharing HIPPA-protected information, I can respond to the specifics outlined by Mr. ************** The contract signed by Mr. **** was for a total treatment length that is less than one-half of the treatment length indicated in his complaint.  The treatment length he cites in his complaint is in error and the correct amount is clearly outlined in his contract.  I would invite him to re-read his contract for clarity.

  2. Mr. **** signed a contract that split the total fee for treatment into two equal portions, with a different party being responsible for paying the other one-half of the total contract fee.

  3. During the course of treatment, our office outsourced all our accounts payables to a third-party company.  This new company inadvertently applied the outstanding contract portion that Mr. **** was responsible for to the second party.  This person ended up paying not only their portion, but that of Mr. **** too.

  4. Once the discrepancy was identified, despite having previously assured Mr. **** that he had no outstanding payment due, we informed both parties of the error and credited back the amount that was overpaid by the second party and informed Mr. **** he still had an outstanding amount, as per our contract.

  5. As a gesture of goodwill for the error committed by our billing service, I am prepared to forgive the remaining balance owed to our office by Mr. ************** noted above, the contract signed by Mr. **** and the other party clearly spells out the terms of our contract regarding orthodontic treatment.  I admit our billing company made a mistake and apologize for any inconvenience caused to either party.  For this reason, I am willing to make this adjustment to the contract.

  Sincerely,

  Blair A. Kirk DDS, MS