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:03/26/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

    
   I wanted to address some discrepancies related to the comments made by the orthodontist's office regarding our interactions. 
  
  Firstly, I must clarify that we were not confrontational during our discussions. Instead, we found ourselves in a position where we could not express our concerns adequately. The owners approach was aggressive, and they ended the call while I was explaining my son's ongoing open bite issue and the urgency for continued treatment.
  
  My son only had four months of treatment in **********, the complications we are facing stem from the service provided by the North Shore office. Currently, my son's open bite remains unresolved, and I am incurring another $5,000 to restart treatment. It is disheartening to receive four years of treatment without resolving his dental problems.
  
  I would appreciate a thorough review of our situation. I believe we are entitled to some reimbursement of the inadequate treatment, since it did not resolve the dental issues. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  d continued care. To my dismay, my calls were not answered, and when the owner finally spoke with me, he was quite rude and conveyed that he no longer had any responsibility regarding my sons treatment, asserting that my payment was forfeited once I sought treatment elsewhere.This information was never communicated to me at the start of treatment, and as such, I feel I have not been treated fairly. I am seeking clarification on this matter and would appreciate any assistance in resolving this issue, including a potential reimbursement for the unfulfilled services.

  Business Response

  Date: 04/08/2025

  Reference compliant ******* *******
  Patient: ******* ******
  Claim ID#********

  To Whom It May Concern,

  
  Thank you for the opportunity to respond to the recent complaint submitted to the Better Business Bureau regarding the orthodontic treatment of [patients name].
  We would like to clarify several points in order to provide a complete and accurate account of the treatment history and our practices involvement:
  Start of Treatment: The patients treatment began in 2017, not in 2019 as indicated in the complaint. Any reference to a 2019 start date in a parent letter was an administrative oversight and not a reflection of the actual start of care. We regret any confusion this may have caused.
  Length and Quality of Care: The patient received over four years of comprehensive orthodontic treatment in our office, which exceeds the standard two-year treatment timeframe. This was a complex case, carefully managed with appropriate diagnostics, including identification and planned correction of an open bite, which was addressed as part of the original treatment plan. The use of elastics was incorporated to manage bite closure, and the case was stable and progressing well when the family relocated to ********** and chose to continue care with another provider.
  Financial Concerns: The family paid approximately $3612 insurance paid 1500 for the patients care, which covered the full scope of treatment received over four years. Given the extensive time, effort, and resources providedwell beyond the typical duration and scopethere is no basis for a refund. The care provided was both comprehensive and appropriate, and the patients outcome was clinically satisfactory at the time of departure.
  Retainers and Post-Treatment Requests: Despite the familys decision to continue care elsewhere, we remained supportive and provided a set of retainers at no cost when they returned years later. At that time, we explained that we were no longer managing the case but extended the courtesy as a gesture of goodwill.
  Office Interaction: We take pride in treating all patients and families with respect and professionalism. Unfortunately, during recent interactions, the parent became extremely confrontational, using aggressive language and disruptive behavior toward our staff. While we strive to maintain a welcoming environment for all, we also have an obligation to protect the safety and well-being of our team and patients. As such, we made the decision to limit further in-person interaction, though we continued to offer assistance in a respectful and appropriate manner.
  In summary, we are confident that we provided high-quality care to this patient throughout the entire course of treatment. We acted in good faith at every stagefrom diagnosis through post-treatment supportand do not believe any refund is warranted. We remain committed to ethical and compassionate care for all our patients.
  Please do not hesitate to contact us should you require any additional documentation or clarification.
  Sincerely,

  
  ****** *** ***
  Northshore Orthodontics 

  
  If you have any questions or concerns, feel free to call our office we have photos, documented charts, and everything else that is needed to show the results of the treatment and the amount of time we treated this patient and yes, the patient did come in through the pandemic so they did not lose any time.