Complaints

This profile includes complaints for Burrow Welchel & Culp Orthodontics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Burrow Welchel & Culp Orthodontics has 11 locations, listed below.

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  Burrow Welchel & Culp Orthodontics

  2711 Randolph Rd Ste 600 Charlotte, NC 28207-2027

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  Burrow Welchel & Culp Orthodontics

  14746 Lancaster Hwy Pineville, NC 28134

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  Burrow Welchel & Culp Orthodontics

  1550 N.Dodys Rd Suite 102 Fort Mill, SC 29715

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  Burrow Welchel & Culp Orthodontics

  10818 Mallard Creek Rd Ste.101 Charlotte, NC 28262

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  Burrow Welchel & Culp Orthodontics

  7922 Rea Rd Ste A Charlotte, NC 28277-6577

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:04/12/2025

  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.

  Start of Braces approx. Dec. 2018. Braces removed spring 2022. 2 years out of braces and Im still upset about my experience.I went in for a consultation and was hard sold on a treatment/payment plan. They told me it would be another month before I could get them put on or they could do it right now! So, I left the office with new braces! The treatment/payment plan was for ***** months. My actual time in braces lasted 30 months and they werent getting paid anymore those last 6 months and thats where the bulk of the issues started.They told me my concerns were, in my head, would correct themselves or needed to be corrected by other people. I was not happy with how things were going and they kept saying to wait. When the braces came off, I was upset they didnt look like I wanted and I had now expectations. Again, they offered no assistance and said other doctors may be able to ******** starting in Fall 2024 one of the teeth they worked on has died and needs surgery to correct. I have a new dentist/Ortho team that had to come up with a plan to correct their mistakes. Mistakes I pointed out to them.I spent $6000 on braces with them and I now have to spend thousands more to correct my teeth, bite and smile because of their negligence.

  Business Response

  Date: 05/05/2025

  ****** presented to our office after having already seen an oral surgeon, who recommended exposure of his impacted #6 (canine). For perspective, these ************** are very difficult to retrieve even in teens. As a 40-year-old adult, they can often be impossible to retrieve. However, ****** was motivated to attempt its retrieval. Risks, benefits, limitations were reviewed in detail with a signed consent.

   

  We were successful in retrieving this tooth, a large endeavor as an adult, as well as providing substantial improvement to his bite.  In Orthodontics, we do not have the ability to change facial structures or jaw positions substantially without the help of surgery. This option was reviewed with ******, as he was concerned with final smile aesthetics. Specifically, he was concerned about the length of his teeth and how they appeared when he smiled. Ultimately, it was determined that his goals were unable to be accomplished with Orthodontics alone. While we offered a consultation with an oral surgeon and cosmetic dentist who could better meet his needs, he denied this option.

   

  In reference to the additional treatment needs:

  1. Retrieval of ************** in adults comes with potential risks. There is a risk that the surgeon could damage the tooth during its exposure, a risk that damage to adjacent teeth could occur, a risk that the tooth could be ankylosed and not retrievable, and a risk that the tooth could become non-vital. If this is the case, the tooth must be extracted and prosthetically replaced in the future. All of these risks were reviewed in detail at consult and throughout treatment.

  2. Orthodontic relapse will occur without retainer compliance.  

  Customer Answer

  Date: 05/05/2025

   
  I am rejecting this response because:
  
  I will make contact will the business, but I am not upset with the loss of the tooth to which they are referring. They are correct I was aware. I am upset that the orthodontic work was not done as I asked and my concerns were dismissed as not valid concerns. Upon consultation with a new dentist/orthodontist very clear mistakes were made and they were ones I addressed while in their care. I am having to have those corrected. 

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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 visited this business on January 18 2025 for an X-ray to get new retainers through the retainer club.I paid $199 out of pocket which would be reimbursed to me by my insurance.However to be my insurance needed a CPT code from them.I have called them numerous times and they have refused to give me this code so that I may be reimbursed.