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:06/05/2023

  Type:Billing 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.

  On 4/26/2023 at Westside Modern Dentistry I was led to believe that I was only being approved for a Smile Generation credit card. I specifically asked, and the rep told me that I would not be charged for a procedure in the amount of $1933 until I came back for my appointment the following week. I had gotten skeptical and canceled my appointment a couple days later because the rep was very aggressive as to convince me to hurry and get the procedure done that same day and also the dentist didn't even explain the procedure and had given me no other options such as just pulling my tooth, which is much less expensive. Over a month went by and upon me checking my credit score I discovered that I had a charge for $1933. I called on May 31 and just happened to speak to the office manager ******************* who was very dismissive after I told him I suspected fraudulent charges but he did say he'd give me a refund although after a couple days it hasn't been updated on my credit card account in which there is still a $1933 balance with a payment due this month of June. My credit has already been lowered a few points due to the charge giving me less available credit. I hope that the refund will soon post and it wont affect my score anymore than it has already. For some reason I believe that there may be others who have charges and they are not aware of it. I was just fortunate enough to catch it.

  Business Response

  Date: 06/06/2023

  Hello,

  When ******* was in for his appointment on 4/26/23 he received a full exam and the doctor went over his treatment plan and we then went over the financial responsibility for said treatment. We discussed financing options which he decided to move forward with. During this process a text was sent to ********* phone explaining the amount being charged to his new financing to which he replied with acknowledgement to the charges, without this text acknowledgement no charges could be charged to the patient. When ******* cancelled his treatment appointment online it created a credit on his account for when he rescheduled a new appointment to complete treatment. When ******* called about the credit he was immediately refunded the total amount back to the financed card. It was explained to ******* that it could take up to a full billing cycle to see the refund reflected on his financing as it is a third party bank handling the charge account. ******* was reassured of this and a receipt of the refund to his card was emailed to him. If ******* would like to reschedule his appointment and complete his needed treatment we would be happy to see him and reissue any financing he needs to complete his necessary treatment or go over any other options available to him.

  Thank you

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20133922
  
  I am rejecting this response because: The money was not immediately refunded and credited when I cancelled my appointment. It was not refunded until I called back over a month later after I had canceled my appointment. I never rescheduled or indicated that I would. Also I was deceived to believe that I would not be charged for the procedure until I showed up for the appointment the following week. The associate lead me to believe she was helping me with the process but in actuality she was deceiving to make a payment by having me select yes for a payment authorization when I thought it was just part of the credit card process. After immediately receiving a text message back after pressing yes. I specifically asked was I charged and the associate said no and that I would not be charged until I show up next week giving me time to think about it with the option to cancel. I canceled because the doctor did not explain the procedure or any other options also because the associate was using aggressive tactics to convince me to get the most expensive procedure of the two they offered. When I called backed over a month later after noticing I was getting billed for a procedure that I had canceled, the office manager said that I would get a refund but that I may need to make payment to prevent it from negatively impacting my credit just in case the refund did not credit in time before the payment was due. I dont think this is fair to me and making a payment could also make things even more complicated. Finally, upon me looking into reviews, I found that Westside Modern Dentistry has a pattern of complaints involving unscrupulous monetary practices with some complaints similar to mine. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/12/2023

  Hi *******,

  We apologize for any inconvenience this has caused. We have refunded your payment as requested.

  Thank you for your business and please let us know if you would like to be rescheduled in order to complete the treatment you need.

  Thank you

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20133922
  
  I am rejecting this response because: Although, I was said to have received a refund the issue of my credit being negatively impacted from me have less available credit and also the chance that it could be negatively impacted again due to the refund possibly taking weeks to be updated. It seems that you would have taken steps to prevent this especially considering the fact that your business is the one who suggested and assisted me in applying for the Smile Generation credit card in which you are affiliated instead of your office manager suggesting that I make a payment on a service that I canceled in April. After speaking with the the office manager, I suspect he is aware of the egregious tactics and I have came to the conclusion that he may be the main culprit in order to achieve high sales at the unfortunate expense of the patient. Also as stated, you have several negative consumer reviews corroborating my report of your unscrupulous financial practices. I hope the owner is aware of this and I dont plan on coming back especially if she isnt informed in which I was told that she is on maternity leave. 
  
  Sincerely,
  
  *****************************