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:10/12/2022

  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.

  I was referred to this practice from my previous orthodontist to transfer care following a move out of state. My previous orthodontist informed **************** that I needed a final refinement in order to finish my treatment, and **************** informed them that he would continue the treatment that was already in progress with Invisalign. On 9/28/22, I had my initial appointment with ****************. Prior to meeting with the doctor, I was told that I had to pay a transfer-of-care fee. When I met with the doctor, he informed me that he would not in fact be transferring care, but would instead be starting my treatment from the beginning, as if I had not had previous orthodontic treatment. He then quoted me the same price that I would have been quoted had I been a completely new patient. On 10/6/22, I requested a refund of the transfer of care fee, as what **************** offered was not in fact a transfer of care, but was instead new treatment. I made the request over the phone and via email, and was denied. I am requesting that the treatment fee be refunded, as **************** misrepresented to my transferring orthodontist and to me what services he would be providing.

  Business Response

  Date: 10/13/2022

  Dear Viewers:

  Our office manager had reviewed prior to her office visit exactly what would take place during her orthodontic office visit with *************** and the office consultation fee of $150. Clearly knowing this, ****** on her own accords came to her appointment. Any transfer patient is a "new patient" to our practice where *************** has to make new treatment plan to continue treatment regardless what the other provider may have told any patient. 

  During her appointment she revealed she had been self-treating herself with the clear aligners and last saw an orthodontist sometime in summer 2020. *************** did clinical exam and gave ****** treatment options to address her current smile needs. We spent close to 45 minutes going over the options, showing sample teeth movements with clear aligners and ****** left satisfied with her visit. Few days later, ****** called our office demanding her $150 consultation fee back.

  We have tried to reason with her to show her we have provided her a service of orthodontic consultation and things that needs to be done to achieve her goals. As such, we stand by our principals of our office. And, so ****** has chosen to leave her thoughts in this review not only at this BBB site but also on Yelp because she wanted a refund to the service we had already provided. At this point, we had reached out to our practice attorney to address ******. 

  We welcome all of you to call our office and see the service for yourself. Also, visit our social media pages on Instagram and ********* Orthodontics of Cambridge, which will reveal our practice's commitment to our patients and ******************* character as a Captain in the U.S. Air Force, as a father of twin boys, as a husband, and a committed Board Certified Orthodontist to all his patients and a community servant.

   

  Warmest Regards, **************** and Team.

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I believe that the charge of the transfer-of-care fee was unfair and/or deceptive because **************** was aware prior to my initial visit that he would not continue the care started by **************** but would instead begin a new treatment. This awareness is shown by the fact that ****************** cost proposal for the new treatment was created prior to my initial visit. I also believe that ****************** refusal to refund the transfer-of-care fee is unlawful because transfer of care was not provided. It is my belief that this constitutes failure to provide services for which payment has been made, in direct violation of the ************* Consumer Protection Act (************* General Laws,Chapter 93A).

  **************** insists that I agreed to what he calls the "consultation" fee. However, when I spoke with *************************** and agreed to the fee, it was explained to me as a "transfer-of-care" fee, not a "consultation" fee. Had I known it was only for a consultation, I would have sought care elsewhere, as I know there are other orthodontists who do not charge consultation fees (in fact, even ******************** own promotional materials state that he does not charge consultation fees for new patients). When it was labeled a "transfer-of-care" fee, I assumed that meant **************** was intending to continue the care started by my previous orthodontist. Labeling it as a "transfer-of-care" fee was at best misleading and at worst deceptive. I do not dispute that, had I agreed to a "consultation" fee, I would not be entitled to a refund, as "consultation" necessarily implies something uncertain. However, the fee was explicitly presented as being for "transfer of care" prior to my agreement. Charging a "transfer of care" fee implies that transfer of care will be provided, which it was not.

  I do not dispute ******************** professional judgment that he would be unable to continue my treatment as started by my previous orthodontist. What I dispute is the fairness of charging a "transfer-of-care" fee when **************** did not intend to transfer care.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 10/19/2022

  Dear ******,

   

  **************** spoke with ******************************* at ****** & Buren Orthodontics in Iowa about your history of treatment with her and their practice. 
  
  
  
  
  
  
  
  
  
  This would be our last communication with you. We wish you the best of luck in your orthodontic treatment. 
  
  
  Best Regards,
  
  
  ***************************
  Office Manager