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Business Profile

Dentist

Wellington Dental Associates

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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 type

  • Initial Complaint

    Date:03/13/2023

    Type:Billing Issues
    Status:
    Answered
    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 had a dental appointment today, 3/12/2023 at 2pm at a dental practice I have been visiting for over 5 years. Suffice to say I missed the appointment by 10 minutes, and only realize when I got a call at 2:10pm asking me about my no show, I informed the office that I thought my appointment was for the 3/13/2023. I ask if I can still show up and I was informed that its been more than 10 minutes and will therefore be charged $45. My understanding was that since it is still Monday, and I live only 5 minutes It should be marked as a late show not as a missed appointment. I was informed that it was company's policy. Unheard of a fee been charged for late show which would have been the case if I could have been allowed to show up about 20 minutes late. Suffice to say, I have NEVER being seen on my appointment time. Is this practice legal? Please assist as I am currently unemployed.

    Business Response

    Date: 07/19/2023

    17 July, 2023 
    This letter is in response to a complaint from patient **** ******, *** ****** scheduled a dental hygiene appointment Monday 03/13/2023 at 2 p.m., he stated he had an appointment 3/12/2023 and unfortunately we do not conduct business on weekends. 
    *** ****** became a patient of record at this particular office 12/11/2019, he filled out his initial documentation he signed a portion of "Financial Agreement" on page 3 (provided copy of documentation). Patients are aware that any cancellations in less than a 24 hour notice a $45.00 fee will be charged. *** ****** has missed appointments in the past and we have have waived a $45.00 fee due to a death in the family as a courtesy. 
    Friday March 10, 2023 a front desk coordinator verbally confirmed a Monday March 13. 2023 appointment for 2 p.m. over the phone. We record all of our calls for quality assurance and have the audio recording upon request. Our dental software text messaged Ivar Harris to remind him of his upcoming dental visit. The patient had multiple reminders, confirmed he will making it to his appointment, and failed to show up Monday March 13, 2023. When a front desk coordinator spoke to *** ******, he was told that we would have to apply the broken appointment fee of $45.00. He got upset and told the staff member to do what he has to do and that he will be looking for a new dental office. In retaliation the patient decided to file a claim with the Better Business Bureau. 
    Our office is very clear with patients in understanding our policies. We allow patients to reschedule as long as it is with notice. Our dentist and dental hygienist have been contracted to treat patients at their scheduled appointment times. When patients fail to show we are still obligated to pay staff and overhead. Unfortunately, *** ****** feels that this policy is not for him and we wish him well. 
    We have provided a copy of (A) *** ******'s intake forms acknowledging our office policy. (B) Call record confirming appointment 10 March, 2033. (C) Automated text messages to *** ******, (D) Statemem copy of waived fee in October 26, 2020, (E) Statement copy of $45.00 missed appointment fee that the patient never paid 
    We are happy to answer any further questions and provide further documentation to end this matter 
    ******** **** D.D.S 

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