Complaints

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• Initial Complaint

  Date:08/10/2024

  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 found Northstar Dental online stating they make Hybrid Fixed Dentures. I called and confirmed, scheduled for 2-14-2020 billed that day for a consultation. That day the dentist stated it would take about 3 visits. Great! Their website would agree with this fast process. 2-27-2020, The process of making the bottom denture began. The "final" denture was put in 2 years later. Many drives and impression after impression, the denture never did fit right, one side too low and rubbing sores, the other so high I could stick my tounge under it. It pulled and hurt terrible. I made them well aware and they kept trying more impressions and many broke due to the ill fitting dentures. Satisfaction was not made. 7-14-2022 I got a discharge letter, not signed, not sent certified, not marked personal/confidential - not HIPPA compliant. I called several times only to be told they would only take me for the next 30 days for emergency situations. It takes 1 1/2 hours to drive one way to the dentist. I went through a lot driving there, bad weather like heavy rain, bad snow, ice, car accidents that would make my trip longer. When calling to keep in communication of the unforseen situations, they would tell me they had to cancel They had no grace. They would cancel on me after I was halfway there to let me know they overbooked and had to cancel. I saw my oral surgeon again 8-5-24, they stated this broken denture was ill made, not fixable, and should call the office who made them. I did. I was made aware that day I called Northstar, my dentures were under warranty until 3-19-2024. I had no idea! They refused me service and discharged me even though I had a warranty. (Warranty should have been 4 years from the "final denture" placement I think.) Was told I should have went to the other dentist's they are in business with. I again, was not made aware that I could have until 8-5-24. Was told I would get a call back from the financial department, told I'd get another call, still waiting.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  Better Business Bureau
  *** * ****** **** ***** ****
  Lincoln, NE 68505
  
  RE:  ****** ******* **
  To Whom It May Concern:
  *** ****** was evaluated and cared for according to appropriate and reasonable professional standards at NorthStar Dental. *** ****** was informed at his initial visit in our office on 2/14/2020 what his treatment options were along with our payment policy. In line with our policies, *** ****** provided both informed and written consent for all procedures when his treatment was started on 03/03/2020. 
  
  
  *** ****** was seen several times in our office as the treatment he selected was done in stages that also coordinated with an oral surgeon’s office as well (Nebraska Oral and Facial Surgery).  Throughout the duration of his treatment, *** ****** presented with a broken lower prosthesis and broken upper denture.  The lower prosthesis is implant retained and screwed into the jaw bone, but he proceeded to remove it himself resulting in it breaking.  *** ****** also admitted to making adjustments himself on both the upper and lower prosthesis, one time even using a Dremel tool.  He also disclosed he used Gorilla Glue multiple times in the past.  
  While *** ****** was a patient at our office, he failed (never showed up) for many appointments (5+) that were reserved just for him as we do not double book our providers.  We do inform all patients of this policy at their first appointment.  *** ****** signed the form acknowledging this and that there is a $75 fee for failing an appointment but we never charged  *** ******.  We always wrote off the fee as a Professional Courtesy.  
  Due to being non-compliant, *** ****** was dismissed from our practice on 7/14/22 and he was informed we could see him for any emergency appointments for the next 30 days.  We encouraged him to seek treatment from another Dentist soon before any dental problems presented themselves.  
  Last week, his wife contacted our office saying *** ****** saw *** ***** ******, DDS, MD in Columbus.  He is one of the oral surgeons at Nebraska Oral and Facial Surgery.  According to **** ******, *** ****** said the lower prosthesis was made wrong and to go back to our office to request it be remade.  We contacted *** ******** office to get additional information about what was going on because this has never happened before.  We spoke with ****, *** ******** assistant, and she said Thomas never saw a doctor that day because he refused to have an exam. When **** went into the room he pulled the prosthesis from his pocket and told her that he had again made adjustments himself to it as well as used epoxy to fix a break/crack.   *** ****** was encouraged to seek out a General Dentist next due to declining an exam with the Oral Surgeon he was scheduled to see.  
  *** ****** was given treatment options, including the option of non-treatment. I discussed the benefits and risks of the identified dental problems, possible procedures and alternate treatments. Finally, I made an effort to answer all the questions *** ****** posed to me. The consent form he signed on 03/03/2020 discusses the consequences of not being compliant and it clearly states there is a 2 year warranty.
  Again, we are very sorry to hear that a former patient is not satisfied with our services.  Prior to being dismissed from our office, *** ****** had both upper and lower prostheses that functioned and fit well.  Please let us know if we can provide any additional information.
  
  Sincerely,
  
  ******* *******, DDS
  NorthStar Dental
  **** * **** ******
  Lincoln, NE  68504
  
  

  Customer Answer

  Date: 08/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not call for an emergency visit after the dismissal
  letter (not sent certified-HIPPA violation) due to my mouth still hurt with the
  ill-fitting denture and you never treated my care as emergent ever, so why would
  I think this was an emergency… you never did. There were calls made after due
  to the surprise of the dismissal letter, I think it’s because you couldn’t get
  my denture right after 2 lengthy years.
  I would like documentation of my consent form with the date
  created stamp. The warranty should have started when my ‘final’ denture was
  placed.
  There were no adjustments made to the “final” prosthesis my
  myself-none. I am unsure of why you called the Oral Surgeon’s office, your only
  allowed to share patient information with other doctors when I permit it. I was
  not under your care when you made that call to them. You have no right to ask
  questions about my care when I’m not under yours. That is a HIPPA violation.  You are aware that my denture kept breaking, appointments
  were not made when I needed to get in, having to wait a while to get in, only
  to just take another impression of my mouth. If any new denture was put in, it
  was a temporary denture until your office got it ‘right’, you gave me the “final
  denture” because that was your plan, put the final in and get rid of me. Unprofessional,
  you could have admitted you couldn’t get it right after 2 years and I would
  have respected that more. Now we are stuck in this boat. You realize this
  denture should be permanent, and not break in my mouth. I have nothing to show
  for all the time spent driving to your office, time out of my schedule also,
  patience and trusting your process, and lots of money to you to make the
  denture and there is none. Please understand and with all due respect, lets
  resolve this.   
  
  
  
  Sincerely,
  
  
  
  ****** ****** ***

  Business Response

  Date: 08/26/2024

  Can someone please either give me a call or respond to my previous email sent last week?  The consent form he's asking about was signed 3/3/2020 when treatment started.  His final prosthesis was delivered on 1/20/2022.  There was a 2 year warranty so regardless of the date we go off of, it's void.  Please advise so we can close this case.  You can reach me directly at ************.  Thank you!