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:01/02/2025

  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.

  I visited Fountains Family Dentistry on Oct 14, 2024, to have a cleaning and a conversation with ** A ******, DMD on replacing my 2 front teeth with crowns. On this same day, I was instructed to speak with the "******", ***** on whether this could be done per insurance. ***** stated that this procedure may not be approved. An appt was given to me for Nov 7, 2024.On November 7th, my front 2 teeth were removed, I was given temporary crowns, with temporary cement because they claimed they didn't have the same color shade of crowns as my teeth and was instructed to visit, Donnell ****** lab for a color analysis, which was NOT a conversation that was had before removing my teeth. I visited Donnell ****** lab on Nov 20, 2024.What was odd about all this, I was told that insurance had not been contacted as of yet, after the removal of my teeth. So, my teeth are removed, I have temporary crowns and temporary cement and have done a color analysis before they knew whether insurance would pay. Even though I was told previously that it may not be covered. Of course, I assumed all work was covered since they proceeded without another insurance conversation. I was scheduled an appt for Dec 12, to have my temporary crowns removed and permanents inserted. But, on Dec 11, I was called and told my insurance would not cover and I would have to come out of pocket of $1900.90 in order to now get my permanents. Now I'm stuck with temporary crowns and cement that is not the same shade of my regular permanent teeth and may I add, crooked/uneven. All because of the lack of communication, responsibility, accountability and basic care and/or consideration from the team there at Fountains Family Dentistry

  Business Response

  Date: 01/15/2025

  This service has been completed. Ms ******* permanent crowns (final restorations) have been placed, and she has approved the completed work. She stated "It's good. I like it."

  As always, I inform each patient that there is a possibility that an insurance company may not pay for provided services. In this case, her insurance company (initially) denied the claim leaving an outstanding balance of $1,900.90. She was contacted and given this detail. I personally did not have that conversation with her.

  At that same time, I was in communication with her insurnance company attempting to rectify the problem. After providing the required details to her insurance company, her clam was paid in full (as was initially believed considering the condition of those teeth). 

  Unfortunately, the communication between our office and Ms ***** was not as thorough as it could have been and Ms ***** believed that we had failed her.