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Business Profile

Dentist

Annandale Smiles
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/14/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    The February 2022 Annandale Smiles mailer contained an ad that stated, “$1,099 Implant Weekend February 25 and 26” “Save $1,100” No terms or conditions listed. In a 2/6 email to [email protected], (A.S.) I expressed interest in the ad and asked if my appointment scheduled for an implant consult on 2/10 could be honored for the special price, or would I need to change the date to 2/25 or 2/26. A.S. responded on 2/7: “Thank you for reaching out regarding our upcoming implant weekend. We are happy to honor this special pricing for you with your current February 10th appointment.” There were no terms or conditions included. I attended appointments on 2/10 and 2/17. The doctor delayed the 2/10 treatment until 2/17 for medical reasons. I have no control over when treatment will occur. There was no discussion about the special pricing at either appointment. At the 3/3 appointment, I asked about how the implant special pricing would be applied to my account and was told that I was not authorized for that promotion. I explained the A.S. email of 2/7 authorizing the special pricing. The woman was unaware of the email and asked me to send her a copy Attn: *****, which I did as soon as I got home. There was no immediate reply as you would expect. The next response was not until June. At the 6/20 appointment, I again asked about the special pricing. I received conflicting information and the next day I sent an email requesting clarification. The A.S. responded on 6/23 stating: “The implant special was in February. We were happy to honor the special pricing for you on that February 10th appointment but it seems you did not start treatment nor made (sic) the payment on that day.” I replied the next day to explain my understanding of the situation and that I was prepared to pay the full amount but was never asked. On 6/27 an email signed by Lucy stated: “Sorry we are not able to honor the implant special if it was not paid upfront at the time of the promotion."

    Business Response

    Date: 08/05/2022

    ********************,

    I apologize for the back and forth miscommunication. I will be in touch with you to clarify the situation.

    ******

     

    Customer Answer

    Date: 08/08/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:

    As the matter at hand is financial, I think our communications should be in writing through the BBB. This will comport with previous communications and help avoid any misunderstanding.

    Regards,

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

    Customer Answer

    Date: 04/05/2023

    Annandale Smiles gave me a credit in the amount of $796.70, which I accept as a fair resolution of my complaint.

Annandale Smiles is BBB Accredited.

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