Complaints

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• Initial Complaint

  Date:08/21/2024

  Type:Product 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.

  In March 2020 my daughter (9 years old in 2020)first started going to Snow orthodontics in *********, ** for dental treatment. We Went to the office to go over her treatment plan. Explaining how X-rays showed Morgans upper k9s were growing inward and would need a procedure to need that corrected later down the road. But for phase one of service Snow would pull the front teeth together to make space. So we got started right away with phase one and getting braces out on. She wore braces for 2 years until about May 2022 when phase one of treatment concluded. During those 2 years We made payments totaling $3950 for this treatment. After the braces were removed **** provided retainers for my daughter to keep in so her teeth would stay In place until phase two could begin. Fast forward to April 2024 we went to ************ a handful of times to get my daughters retainers fix/replaced. My daughter goes to her dentist for a routine cleaning and the dentist mentions her upper k9s and how that should have been fixed by how because the roots are getting so long they could absorb into other roots of other teeth. I contact ***** office to request an appointment. On June 6th 2024 my husband and I meet with ******* in **************** I express my concern for the fact my daughter hasnt had treatment in2 years other then when I would call and get retainers fixed/ replaced. She claimed she just started working there so she was unaware of what was going on. *********** then joins our meeting and I then ask him why we havent had any treatment in 2 years and when were they planning to continue with my daughters treatment. He told me she feel through the cracks. No apology no solution given. My dispute is the severe neglect of treatments *************** gave. I entrusted and paid them for a service and treatment plan to fix my daughters teeth, they massively failed. Due to his neglect, my daughter has to repeat treatment. I am asking to be Reimbursed the money we paid.

  Business Response

  Date: 09/09/2024

  I spoke with **************. I agreed with her to refund what she had paid for treatment. She expressed satisfaction and gratitude that I responded. I told her I would be out of the country until next week.

  At that time I told her we would have the check ready in the office for her to pick up and sign the acknowledgement.

  We did succeed in reaching the goals for the first stage of treatment by correcting the posterior crossbite. Her concern was that the impacted 

  cuspids that would still probably need to be surgically exposed. That,  we had already anticipated.

  Nevertheless, we are willing to grant her the refund. I left my cell phone number for her to call if she needs to contact me in the future.

  Sincerely,

  *********************** DDS