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:01/03/2023

  Type:Customer Service 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.

  Good morning,On Christmas Day I called HiTech Dental to come in for an emergency root canal. I stated that I had been up all night and the percribed pain pills weren't helping. I told the representative that I had a referral but my root canal appointment was on January 4th and I couldnt wait that long. i asked if there was a dentist available who could do the procedure. The rep said there was a dentist available who did root canals and the mandatory exam is $75. So I came in under the impression that the root canal can be done. Only to find out from the actual dentist that she is not a specialist and does.not do root canals. she could only give me more pills an antibiotic and a referral. I ALREADY HAD THAT! I proceeded to the **** upset and in pain. My time and money was wasted! Within the patient questionnaire I was asked if I was on pain medication and antibiotics and I answered YES I should not have been put through the rigger as I sat there devouring ice chips for the ***** This facility provided absolutely nothing for.me and I would like my money back. I was ripped off and taken advantage of on CHRISTMAS DAY! Please advise all dentist to READ the patient questionnaire before approaching the patient. WE take a good 10 minutes they should take 5 minutes to READ them. Bait and switch.

  Business Response

  Date: 01/06/2023

  To Whom It May *************** patient called our office at 9:12 AM PST 12/25/2022 to schedule an appointment with us. She asked the office representative scheduling her if we do root canals in the office. The office representative let her know that we do. The patient then asked how much a root canal would cost. The office representative let her know that she does not have that information especially because she is a new patient to our office, and we do not know what is going on in her mouth. The office representative did let her know that the exam and x-rays would be $75 as well as our office not working with ******** or ********* The patient understood and scheduled an appointment for 9:40 AM PST that same day. The patient did annotate on her Dental History form that she went to see her Dentist four months earlier August of 2022 where they referred her to an Endodontist (specialty doctor). ******* doctors are General Dentist, but still render all dental treatment depending on the severity of the tooth. Any Doctor including ours would not be able to blindly guess the condition of a tooth until the exam and x-rays are rendered, especially if they are new patients in which case that is what ******* was. No Doctor would be able to diagnose a patient over the phone.If our doctors are unable to work on a tooth because of the severity of it,then they would need to refer out to a specialist. That was the case with *******. ************** looked over her x-rays and determined during her exam that she would need to see an Endodontist due to the severity of the tooth. ************* offered to write her another referral to a specialist since the patient told her that she lost her referral from the previous dentist she saw back in August of 2022. At no point in time did she make the office aware she had an appointment to the Endodontist scheduled for 1/4/2023 since she told us that she lost her referral or did not receive the email from that August 2022 dentist with the referral. This is why ************** was going to make sure that she did leave with a physical copy of the referral from our office.  The patient was mad and walked out on *************. ************** annotated their conversation in her clinical note.
  After her visit, ******* requested for a refund for her $75 that she paid for her exam and x-rays. We replied to her email that is the same as her dispute and we stated: Good Morning *******, we are sorry about the misunderstanding. As you mentioned, you were told that the new patient exam was $75. Our Dentist do perform root canal treatment in our office, however there is always a chance of referring out to a specialist depending on the tooth and severity. Our call center and receptionist are not able to guarantee any treatment, that is something only the Dentist will be able to determine after they look over your x-rays and do an examination. No one can diagnosis without x-rays and an examination. The Doctor did determine after examining you that she would prefer you see a specialist due to the severity of the tooth. You did pay the $75 for the examination and x-rays which were rendered to you. What we can do is send you a referral to a specialist and all your records and x-rays via your email after you are done signing the Records Release form. We did send her all her x-rays and records, but she was not happy with that. The x-rays we sent to her are x-rays she can always send to another dentist she is going to see in order for them to use and reference since they are the most current.