Complaints

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• Initial Complaint

  Date:05/12/2025

  Type:Product 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 02/01/2025 I had an existing crown replaced on tooth #**, and 2 fillings done on teeth #** and #** by Dr ******** ***** at 1st Family Dental in Arlington Heights. I had a temporary crown on till the permanent one was placed on 02/15/25. I paid $597.30. The business said the crown was good and that the fillings are good. Ever since I got the work done I have had nothing but pain and had a root canal done on #** and the crown now has that hole. I have contacted the business repeatedly trying to get a refund because I have spent almost double the amount I paid them to pay for the root canal and then the fillings had to be replaced as well. I was told by ********* from 1st Family Dental on 04/07/25 that I would be refunded by the manager ***** $597.30 as soon as they got a letter from UHC because the dental plan paid for a part of the work. But now is May and they won't refund me because UHC won't send them a letter because the letter they are asking for is only sent when services are paid for but never performed and the services were done for me just incorrectly. The business has not tried to resolve my issue at all anytime I call to speak with the manager ***** she is never available she is always out of town returning back in weeks and no one else can handle the matter according to their receptionists.

  Business Response

  Date: 05/13/2025

                 DATE: 05/13/2025
                 PROVIDER:******** *****
                 CASE NUMBER: 23317900
  
  
  
  To whom it may concern:
  
  We are writing in response to your inquiry regarding the care provided to the patient. We take concerns like these very seriously and appreciate the opportunity to address the issue.
  Dr. ***** made sure to inform patient prior to her procedure that she might experience some discomfort/pain after the removal of the defective crown and replacement with the permanent one. This was explained thoroughly to her, and it is standard practice to prepare patients for possible post-procedure discomfort, especially when a procedure involves a crown replacement.

  
  Patient was in a slight discomfort after the initial crown appointment while having a temporary crown. She emailed the office late Saturday night over the weekend. Our office is regularly closed Sundays. Upon our staff return following Monday morning patient was contacted via phone and email too. Patient was offered to be seen very same day at the closest clinic to ours within the same company less than 2 miles away from our clinic, 1ST Family dental of **************, since Dr. ***** regular day off is Monday and he was not present at the location at that time.According to the records of ************** location patient denied openings available within their regular working hours, requesting openings after the closing time. Patient returned back at the time of her pre-booked regular crown delivery appointment scheduled at the time of the initial crown preparation appointment.  

  Regarding the concerns raised, we want to clarify that Dr. ***** and the staff made every effort to listen to the patient during her visit. At no point did she express significant discomfort or dissatisfaction during the procedure (patients treatment consent enclosed). Additionally,we would like to note that patient did not show or communicate any signs of discomfort or pain to our staff while in the office at the time of her last visit, which would have allowed us to provide additional care or assistance if necessary.

  Regarding the treatment performed, Dr. ***** completed a filling on tooth #**, addressing the occlusal and buccal surfaces.
  After the complaint being filed to the insurance patient never called the office to request the refund, it was a three-way phone call between the office and insurance, and the patient was advised that any decision refund related will be made after the complained filed with the insurance has been completed. As of today, the office has never received any official response from the insurance carrier related to the complaint. In addition to this, patient has never informed the office that she has been experiencing any discomfort/pain after the permanent crown delivery appointment.

  
  To further resolve this matter and ensure patient is satisfied with the care provided, we are offering her any further dental work she may need. We are committed to delivering the highest standard of care,and we will do everything in our power to address her concerns and ensure her comfort.
  Please let us know if there is any additional information or action needed. We value the health and well-being of our patients and are dedicated to maintaining the trust and satisfaction of those we serve.
  
  Sincerely,
  ******** ***** DDS
  ?

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23317900
  
  I am rejecting this response because: ******** ***** and the dental staff office is outright lying. At no point was I ever told or explained about having pain when the crown was replaced. He said the crown was defective and that's why it needed to be replaced, during the procedure I told him and the woman helping him Rana I was in pain they both didn't care and kept going at one point he put his arm across my chest to continue working, and he kept talking to the guy that was watching him work on me without a care for me. On Saturday I called their office because the pain wouldn't stop and their voicemail said to call a separate phone number for dental emergencies and leave a voicemail I did and they never replied to them. They replied to my email on Monday and their ************** location couldn't fit me in to their schedule so I went to another dentist  where I was told the pain was because the nerve was inflamed and to take a steroid to try and control it. Then I went back to get the crown put in and he placed it on me using excessive force and he hadn't cemented it and he wanted me to walk out of there like that. And then he used force again to yank it out the whole time I am in pain and he wants to tell me I am just sore and it will go away.  The pain never went away till I got the root canal done, because my nerve was damaged. I told the insurance about the issue because I don't feel safe having ***** or anyone in his office staff working on my teeth, he gets mad he yells and continues to work without any changes or care for me. And the front staff at the location mostly Chacha is also unprofessional and rude I call and they will keep telling me is soreness not pain, when the xrays show the nerve is damaged. And their manager ***** is never available for me that's why *** said they would handle talking to her and they sent me the letter that they had removed ***** from their network after the investigation on his quality of work was completed. I thought they had to perform quality work and  that they had to make sure I wasn't in pain or I am owed a refund since I had to pay double that amount on work to repair the nerve he damaged. And since the dental office never admits to them having done anything wrong or acknowledges my pain I don't feel safe working any of their other locations since I saw their reviews online and apparently they all give the same low quality poor work. 
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/23/2025

  To whom it may concern, 

  Treatment Consent and Patient Communication Summary:
  At the time of the crown preparation, the patient signed a treatment consent form acknowledging all standard risks associated with the procedure, including the potential need for a root canal. The signed consent form is on file.

  Regarding the Patient's Weekend Assistance Concern our general dentists regular schedule is Tuesday through Saturday, with Mondays off. When the front office staff returned the following Monday, the patient was contacted via email and text (copies of the communication are on file). The patient was advised to contact our ************** location, which remains open on Mondays and has a general dentist available. According to notes from that location, the patient was offered multiple appointment options during normal business hours but declined and chose to seek care elsewhere.

  Concerning ************* network participation, our company made a strategic decision to enroll all providers under the Brother Dental Network rather than directly with UHC. This enrollment process has been underway independently for several months.

  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23317900
  
  I am rejecting this response because:
  
  1st Family Dental and ******** ***** are never going to admit any accountability for the dental damage he did to me. 
  I was never told a root canal would be needed ever. I want to see where in the consent form is that expressively stated, because they are just trying to use blank statements to get out of their responsibility, and verbally I was told absolutely nothing ***** was concerned with talking to the guy he was training during my procedure, not me. 
  
  
  And I had tried the whole weekend to see a dentist. I even went to *********** but they said since I had no fever I had to go to a dentist. 
  On Monday I had to call the Mount Prospect office over 5 times for them to answer because I left messages since early in the morning and no one ever called me back, I was in severe pain dental pain and they never made any effort at all to see me they said they had one appointment at 3pm and when I was talking to her it was around 11am. All of 1st Family Dental are unprofessional and rude and I will never trust them to do any dental work on me ever again. 
  
  
   I went to the dentist I usually go to because he made time to see me earlier than that the same day. I have now spent over $1,500 on dental work to fix the damage that ***** did and I am not done yet getting all the work done. And that doesn't count all the time I have missed from work, and using all my personal time on dental appointments and being in pain for almost 2 months because I had pain from 02/01/25 till 03/30/25 when I got the root canal done. I know it was all cause because ***** got angry while doing the work and used excessive force to take the crown I had on off and damaged the nerve, and he can deny it all he wants God knows the truth. He needs anger management classes, or a psych evaluation something and shouldn't be allowed to work on anyone the way he acts.   
  
  
  I wasn't provided basic standard of care at 1st Family Dental and it resulted on the damage to my nerve. I also received no aftercare from them at all, because I never got a text, call, email nothing from them at all when I told them repeatedly I was in extreme pain, they truly show how they don't care about me as a person and all they want is money. And I was told by a *** supervisor ***** got removed from the insurance for lack of quality work and I have the letter showing how he is out of their network starting 03/25/25 but again ***** and 1st Family Dental will keep lying. I will never be okay with them not refunding me the money when all ***** did  was hurt me and caused me problems.  
  
  Sincerely,
  
  ***** ********