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:07/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I received braces under a contract with Smile Doctors in February 2020. When my braces were being removed in April 2022 (upper) and May 2022 (lower), Smile Doctors was going through a transition to Serenity Orthodontics. I had an impression for a Essix retainer for my upper teeth when the company was still Smile Doctors. Within one year April 2023, the upper retainer needed to be replaced. I contacted Serenity to make an appointment to receive a replacement retainer. During the transition my initial impression for my upper retainer was not maintained by the office. I had to have my upper teeth scanned for a new retainer. The new retainer I received did not fit properly. The retainer was dimpled for a better fit but the retainer did not allow for a secure fit so that my upper teeth would not shift after paying over $3000 for the braces. I sent the company an email stating my disappointment with the service because of being unable to maintain the work done after the braces were removed. It has been months and I have not received any response from Serenity Orthodontics. I want a retainer for my upper teeth to maintain the work that I spent over $3000 for.

  Business Response

  Date: 07/27/2023

  Previous doctor had documented in patient records that he had discussed spacing and difficulty with closure with patient.  Our records indicate the patient was recommended other treatment that was declined.  Due to the decline of this treatment, her essix retainer for her top teeth was made immediate and delivered two days later to prevent space opening.  This type of process uses an impression and stone model to make the essix.  Unfortunately during this process the stone model almost always breaks and can not be reused therefore it's not common practice among orthodontist to maintain a broken model that can not be reused in fact most orthodontist do not maintain any models any longer.  Digital scans are the most accurate type of file that can be saved for future, however had we used this process for the patient she would have had to wait 2-4 weeks to pick up the original retainer therefore allowing her teeth to shift.  The patient returned for a new retainer due to possible loss, breakage, or non fit a year later (reason was not disclosed to us) at no charge.  At this time the patient was scanned for future use.  New retainer was delivered and our licensed orthodontist documented that the retainer fit well.  Patient returned saying the retainer felt loose however it still was an ideal fit but the orthodontist made ****************** to it and the patient stated it felt better.  Our records indicate no shifting between braces removal and new retainer replacement a year later.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20324748
  
  I am rejecting this response because:

  I was given a choice to have a permanent retainer or Essix retainer after my top braces were removed. I did not decline anything. I chose to have the Essix retainer. My teeth did not shift after having the initial retainer for a year if I wear the retainer at all times. I did provide a reason for the replacement over the phone when I scheduled an appointment to receive a scan for a replacement. Within a year of having the retainer it cracked on the right side. I only wear the retainer at night as advised by the orthodontist in Sep 2022. When I came in for the scan my teeth had shifted throughout the day. The scan would not be accurate hence the lose fitting when I received the replacement. I explained this issue when I scheduled a second appointment due to the replacement being lose. I was told that a second scan would produce the same results and to use my initial retainer as a backup. Yes, the adjust made tightened the fit of the replacement retainer, however the adjustment does not allow for the spacing to close completely between my front two teeth as my initial retainer did. 

  Why did no one from Serenity respond to the email I sent on May 19, 2023, regarding the service I received with the replacement retainer if Serenity felt everything was done above board?
  
  Sincerely,
  
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