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:03/27/2024

  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 went to Franklin Dental a year ago, (I'm trying to request my records but haven't had luck in getting them) initially for 2 partials, needing one for top side, one for bottom opposite side. I paid over $1250 for both ($650 ea). One was fine, the other, after several times coming in to re-adjust, it just didn't fit well with continued pain, cutting into my gums and causing bleeding, therefor I was unable at any time to wear. The one partial just couldn't get adjusted properly therefor I requested a refund. In doing so, after 3-4 repeated visits and repeated adjustments, not to mention missing work, the dentist just couldn't get it right. It is because I've never worn them, was not happy with the service and repeated additional appointments, that I requested a refund, at which time I was told it would only be 1/2 of the refund back. This is what I do not agree with. They've NEVER been worn nor did they at any time fit properly. I am requesting a full refund of what I paid, not half. Added note, I contacted them with a formal letter requesting refund, giving them 10 days to respond. On the 11th day, dentist calls and told me I would get the full refund. Now she's denying she said that.

  Business Response

  Date: 04/08/2024

   

  In response to this complaint, patient only requested records on March 26,2024 by law the office has 30 days to give the records to her. We take pride in the quality of work we do. We have tried on several occasions to work with patient. Patient complained about being unhappy with this service but came back for subsequent services. As far as her missing work, our office is open Monday to Friday from 8-5. She would request to come in after 5 (because she says she doesn't want to miss work), which is out of our normal business operating hours and staff members have to go home to their families (Does she request the same thing of Chic fil A or Wal Mart? Requesting them to stay after hour? I surely doubt that). As for her stating she never wore the product this is flat out false. I have evidence that they have been worn several times. We have not seen her since November after the last adjustment. Why now in February is she complaining? She only came back in February due to a bill received on another treatment. She brought back the appliance in a dirty case with a demanding letter threatening us that she would file a complaint with the BBB if we did not give her a refund. All the while the appliance was brought back broken. Once again why is she coming back 3 months later with a complaint? This doesn't sound right. She has harassed and verbally abused our office since February after bringing in her demand letter. When we tried to explain the situation over the phone to her, she just kept over talking us. There will be no refund on this damaged product.

  Thank you,

  Franklin Dental Center

  Customer Answer

  Date: 04/09/2024

  I am rejecting this response because:   1) It was NEVER worn because it was never fitted properly. 2) It remained in the same container I was given, again never worn. 3) As the ONLY responsible party for an entire apartment, I don't have the luxury to leave, yet again, 3rd, 4th time only to have it be another wasted visit, resulting in identical issue, not fitting properly and slicing into my gums...again. This has been the result each time so I put it in case and dealt with it when I had the extended time. As for the time it took to get back with them? A number of calls were made to a recording with no one calling back. Reading her reviews shows I wasn't alone. She also said in our conversation shed give the full refund, now denies. Can't be trusted and wish I would have read reviews prior. And as for returning for something else?  I sure did. Broke my front tooth, I needed a dentist immediately and she was all I had. One thing she neglected to tell you was I had to return within 24 hours because IT BROKE! I feel like she's stolen my money and won't give it back. And...she has. She lied about the refund just like she lied about me having worn these. I would have loved to, that's what I paid for, problem is she couldn't get it right after multiple attempts and because of that I'm just "giving" her compensation she doesn't deserve? How is this right? I'm livid with her accusation, calling me a liar and accusing me of wearing them. Guess that's a good enough reason "for her" to keep my $650. SHAME ON YOU LADY, SHAME ON YOU! 
  

  Business Response

  Date: 04/14/2024

  Once again, we stand by our first statement in this matter, and we will not be bullied or extorted by this former customer. We do and did excellent work for this person and they waited three months to come back and complain about something.  She said she didn't wear the product and we can prove it was worn and returned damaged.

   

  Customer Answer

  Date: 04/15/2024

  I'm truly taken aback at her business ethics for I too had a business, for a long time, before COVID and would NEVER let any customer get this upset, nor would I ever call them a liar. If she's able to prove they've been worn, based on her reviews and my personal experience, they've probably been tampered with. She's already proven she can't be trusted, and again, I'm not alone. He said, she said is a waste of time for all involved and in truth, she's not worth any more of my time. I know, me, *****, I know they've never been

  worn, I know each time I returned, it was for same reason, I know the container wasn't soiled. I'm not running away, I'm running from. Reviews say it all. My fear of dentists just escalated to nightmare. Wow.