Complaints

This profile includes complaints for Riversbend Dental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Riversbend Dental

  6270 Rivers Bend Dr Maineville, OH 45039-7718

  
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  Riversbend Dental

  6028 S State Route 48 Maineville, OH 45039-8280

  
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  Riversbend Dental

  333 West Kemper Rd Cincinnati, OH 45246

  

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:01/20/2025

  Type:Service or Repair 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.

  A few years ago, they told me I needed a bite guard to help with the fact that I grind my teeth at night.
  
  When I got the bite guard, my primary dentist (Dr. M****) and hygienist told me that it would take some getting used to. Every time I tried to use it, I would wake up within an hour with a very sore jaw. When I would got to the dentist, they would ask how it was going, and I would generally answer that I was having trouble getting used to it. Once I answered that due to some sleep issues with my kids, I could not afford the hit to my sleep that it caused. They never indicated that this was abnormal.
  
  Recently, I saw a different dentist - Dr. R*****. He asked about it, and I told him about my issues. He immediately said that my experience was not normal. He told me to bring it back in and that they could fix it.
  
  I brought it back in on my next appointment. This appointment was to get fillings replaced - they reiterated that wearing the bit guard could have prevented this. At the appointment, I saw Dr. M****. She said to the hygienist that this was one of the old style bite guards that she had never liked. I would have liked to have known she didn't like that style BEFORE I got that one.
  
  She said they could make me a new one. Apparently my insurance will only cover one of these ever - since it's supposed to work/last. They tried to charge me $600 for a new one. Dr. M**** said that my notes didn't mention me ever complaining about the old one. I never had the chance to review any of those notes, so I don't think they should be binding. When I said the $600 wasn't good enough, they said they'd do it for $400. That isn't good enough from my perspective either.
  
  This has cost me years of bad sleep and further dental problems, and I'm not sure how I was supposed to know that what I was experiencing wasn't normal. It's also clear that Dr. M**** gave me something she never thought was very good.
  
  I believe a free replacement is a fair expectation.

  Business Response

  Date: 01/27/2025

  The patient came in for an exam with Dr. M**** regarding his guard not fitting. He originally was scanned for his guard in 2021 and has had treatment and cleanings done since then. Throughout all of his hygiene visit notes, they all state that he has a guard and is wearing it. He had a cleaning in April 2023 and the note states that he cannot wear his guard due to "sleep training his child". There was no follow up visit made by the patient to get the guard adjusted. After that visit, he did not return to our office until May 2024, where that hygiene note states that he has a guard but is not wearing it consistently. Again, the patient did not make a visit to talk to Dr. M**** about his guard. He then came in for treatment with Dr. M**** in November 2024 and did not mention anything about his guard at that appointment either. Finally, at his hygiene visit in January 2025, patient stated that his guard was not fitting and wanted it looked at. We scheduled an adjustment appointment, along with treatment, with Dr. M****. At that appointment, Dr. M**** stated that we could make him a new guard and try to get a better fit and would work with him on price. He stated that he wanted a new guard for free because it never fit and wouldn't accept anything less than free. Dr. M**** stated that he never told us that it didn't fit nor did he come in for an adjustment, but we would still work with him on price. One of our treatment coordinators went back to the treatment room to present a guard for half off, due to insurance not covering it and he started to yell and became very hostile towards the treatment coordinator. He flung his coat to leave and hit her in the face with it. He then went out to the waiting room and yelled at another one of our front office staff members, to which she stated she was afraid he may harm her. He stormed out and Dr. M**** made the decision to dismiss the patient due to hostile and reckless behavior. Due to all of these circumstances, we will not be giving this patient a new guard for free, nor is he welcome back as a patient of ours. 

  Customer Answer

  Date: 02/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I don't find this resolution satisfactory, I don't think continuing to argue about it with them is a good use of time, so I will ask you to close the claim. That said, I would like the following reflected about their response:

   

  1. The comments about my behavior at the end of the last appointment are misleading at best but likely are closer to dishonest. Either way, they are defamatory.

  - I was, admittedly, angry about the situation (hence this claim), and I'm confident my tone reflected that. That said, I absolutely did NOT yell.

  - I did walk briskly past one of the employees, and while it was not my intent, it is possible my (very light) coat touched her. Describing it as hitting her is not true.

  - The comment about the other employee feeling threatened is ridiculous. I was angry - but not yelling - and told her I planned to file a Better Business Bureau complaint. That doesn't seem like the sort of thing someone making a personal threat would do.

   

  2. Every appointment I've had since getting the guard has included discussion about how every time I tried to wear the bite guard, it was impacting my sleep. I did not have a chance to review the notes they took about those appointments to check that they were adequately capturing my challenges. The first time I talked to a dentist in their practice other than Dr. M****, he immediately told me what I was experiencing wasn't right. She failed in her responsibility to her patient (me).

   

  3. The response to the complaint does NOT address the fact that Dr. M**** said to the hygienist while I was sitting there that she had never liked the type of guard she had given me. I would have obviously preferred one she thought was good when she gave it to me.

   

  All that said, the one and only thing I agree with their response about is that I do NOT plan to continue my relationship with them. I would like to move on with my life, so I will close this complaint and let them move on to treating other patients badly.

   

  Regards, 

  
  
  
  *** ***********