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:10/10/2024

  Type:Order 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 hired Lucky Penny May 28, 2024 to handle a list of tasks for my office. ***** made promises to have my office ready for patient care. Though my office was closed, allowing her time to catch up, her team continued to not do the tasks they were hired to do. I will attach examples of some of the issues I encountered, which include and are not limited to (please let me know if I need to provide any additional information):1.***** is very pushy with payments she requests. On June 10, 2024 at 8:39PM she requested payment the same day, and when it was not paid by 1:04AM, she sent me an email stating I had a late fee. As a business owner, I do business 8A-4P EST, and did not even see the email until the following day. To expect payment immediately, after regular business hours, then to assess a late fee, is not feasible. 2.June 25, 2024 I texted ***** with my frustrations, as work from her team had not been done in quite some time. Our scheduled patients were not ready for the day (her team was to provide estimates of copays to be collected for the day).3.July 3, 2024 ***** was again pushy with invoices, and offered a $50/month discount if I would put a card on file with her company that day, so I did it. I just wanted her team to perform and hoped giving this her financial security would help. 4.July 11 I emailed ***** stating I was cancelling effective June 27, 2024 as her team did not produce any work for our office after. Our office was closed the week of July 4 and the goal was for ***** and her team to get caught up, and that never happened.Due to the nature of my business, it is difficult for me to give exact examples of the errors in the work and show what was not done, as that would include protected patient data.I will attach these notes, as I have run out of room. THANK YOU!

  Business Response

  Date: 11/26/2024

   

  ******* ***** DMD / ******* ******* DMD / Commonwealth Smiles in *********, **

  I should have taken the multiple red flags that you showed me more seriously. I would have never moved forward doing business with you. The first red flag being you informing me that you are being unfaithful to your husband who was currently serving overseas fighting for our country. Who says something like that in a business call? At that point, I clearly knew how incredibly un-loyal and dishonest of a person you are, which directly shows what type of business you run. Your fraudulent chargebacks you filed with your bank did not provide you the refund you were attempting to get as they sided with the merchant - which more than 90% of the time banks choose the customers side in chargeback disputes. I apologize that your lies and dishonesty did not get you the free services you were trying to get from Lucky Penny, LLC. You signed a contract that listed the services you were paying for, in which you did receive. We only charge for work that has been completed. You were requesting additional services that we do not provide. We don't do your treatment planning nor was it my responsibility to inform you what to collect for every patient. You hire student helpers instead of having staff so you don't have to pay them as employees and so you were literally attempting to have me hand feed you everything, because your intern students didn't have the knowledge to help with any insurance tasks. I am not sure what you're trying to achieve by lying and making false statements about my company, but I have the correspondence and documentation that proves every claim your stating is dishonest. I will be passing this to my attorney and you might want to reconsider the things you say about someone when you have no receipts to show for it. You are not due any refund and your bank agreed. I wish you the best. 

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  I am not sure what to do at this point. This merchant is high pressure, and it's scary. Her mentioning my personal life which is not true is simply unprofessional and untrue. I have never been talked to this way by a business, and the reason I filed a complaint with the BBB was to warn other small business owners of this lady, who has no ****** account so I cannot warn people that way. *********** never refunds cardholders, and I have kept that in mind for future encounters with businesses who may end up being like Lucky Penny. Is there any way else I can warn people about this lady? She would email me after hours demanding prepayment and telling me I was late at midnight. While I feel sorry for the position she must be in to do this, this is not my fault. 
  
  Thanks so much!
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *******