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:07/05/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  5/09/2022 at ****pm: Appointment for braces assessment. Saw MD, *************** taken, price of the braces explained. Was told insurance covers 50% of total ***** *** would pay the rest, which was $2496. $1500 to be paid upfront, then $83 x12 months. I told them I didn't have $1500 at that time. I spoke with ****************. She said the order could only be submitted after $1500 was paid. I told her I could pay $750. **************** explained she could go ahead & submit the ****** *** could pay the rest of $750.00 once the braces were ready, at the time of initial fitting. It would *********** wks to be ready. I agreed to this & paid $750. She was to call when order was ready.About 3 wks from 5/9/22, **************** called me asking for the balance of the $750, saying she CAN'T SUBMIT THE ***** UNTIL THE FULL $1500 WAS PAID. I told her that was not the agreement verbally made on 5/9/22. I reminded her of what she said as stated above, but she said I MISUNDERSTOD HER. I said, "I don't have the $750 right now, give me 6 weeks" She said "You know this will delay the order for another 6 weeks, right?" I told her I didn't have an option but to wait. She agreed to call me after 6 weeks for the payment. 6/06/2022 **************** called me again to get payment of the remaining $750.This was only 4 weeks from 05/09/2022. I told her "I feel harassed by all this, may I cancel this order and come back when I'm ready?" She said "NO, YOU CAN'T CANCEL BECAUSE THE ***** HAS BEEN SUBMITTED" I told her you said the order won't be submitted until I $1500 was fully paid. She said "No the order has been sent in. I said OK, I have no money right now, & since I keep misunderstanding you, I want to cancel the order. She said that was not possible. So, she was to call later & check on the payment. 6/14/22 I drove to the clinic & told her to cancel the order & issue a full refund of $750. She agreed but only refunded $550 stating $200 was doctor's **** I told her to file that with my insurance she refused.

  Business Response

  Date: 07/12/2022

  I have followed up with Ms. ******** via phone call as ****** is no longer at this practice. Based on everything I looked at in her chart and document centers vs. what was stated in this complaint that was made verbally I can see where there is some confusion. We are refunding the remaining portion of her downpayment to her and let her know if there is anything else we can do we would be happy too! 

  Customer Answer

  Date: 07/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************