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:01/30/2025

  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.

  I visited this ortho on Jan 7 2:30 p.m. for a schedule appointment. I arrived to my appointment and was only asked to provide my I.D. since I did the paperwork online. (I DID NOT COMPLETE ANY paperwork online) Shortly after that I was called to the back and SPOKE to two of the doctors there about my options and what they suggest to move forward. My appointment was completed at 2:51 p.m. 21 minute appointment, I was charged $135 co pay, no itemized bill received, nothing. Just told it is a requirement for everybody. FOR 21 minutes? I called BEFOREHAND and asked did they have Free Consultations and was told yes just to get there and be charged, for literally just talking to two people. I did not consent to any charges as I don't recall filling out any paperwork and if I did I would like a copy of that documentation.

  Business Response

  Date: 02/17/2025

  We believe this consumer may be confusing us with one of the other offices she visited or confusing what happened. Certain things stated are true and certain things aren't and that is why we believe there is some confusion. Here are the facts:
  
  1) The consumer did fill out our patient registration paperwork! They were filled out and signed by the consumer online prior to her appointment. She filled them out on her appt date at 8:25am (her appt was later that afternoon. Our system tracks these things. So, she filled out the registration forms and signed them hours before coming in). We are a medical facility and would never see anyone without them filling out registration paperwork because we need to know medical history). We would be happy to provide the consumer with a copy of her paperwork. We cannot provide it to BBB because it is HIPPA protected, and the consumer needs to sign a release. The consumer probably forgot she filled out the forms!  
  
  2) Yes, of course we asked the consumer for her ID to make sure she is the same person. That is standard protocol at all medical facilities.
  
  3) The consumer did not make an appointment to see an orthodontist in our facility! The consumer has an orthodontist she sees, and they told her to see a general dentist for some dental work they recommended prior to completing her work with them. So, the consumer made an appointment with a dentist  in our facility (not an orthodontist- an orthodontist cant do the work she wanted or advise on it otherwise her orthodontist would have done it and would not have told her to go elsewhere to find a dentist to examine her and do it). When she called to make the appointment and on her patient registration paperwork, she clearly and specifically stated why she was coming in and it was not for an orthodontic consultation!!
  
  4) ********** does give complimentary orthodontic consultations (as do most orthodontic offices). ********** does not give complimentary examinations by our general dentists. The consumer came in to see a general dentist not an orthodontist. So, if she asked if we give complimentary orthodontic consultation during one of her calls the answer would have been yes because we do.
  
  5) The dentist spent time examining her and evaluating her case and explaining the best treatment path. Our dentist even ****** in our in-house orthodontist to explain to her things form an orthodontic perspective and advise her on how to communicate with her current orthodontist (this consultation by the orthodontist was complimentary!). So yes, the consumer did see two doctors (she was in the office for 33 minutes not 21 minutes) and she did get a complimentary consultation with our orthodontist and only got charged for the exam with the dentist (which is why she made the appointment). She was never told that there would be complimentary exam by the dentist and she even admits that in her complaint stating she was told the orthodontic consultation was complimentary.
  
  6) The consumer was told the consultation with the orthodontist was complimentary and it was!
  
  7) The consumer paid her balance online and did not communicate with us regarding wanting an itemized receipt or wanting her registration paperwork or that she was unhappy with the bill. If she had, we would gladly have given her the itemized receipt and paperwork and discussed the matter with her. Due to ***** se needs to communicate with us directly and fill out a release to send her the paperwork.
  
  8) Do consumers expect to see Drs for no charge? Is that fair? Doctors go to school for years to be able to do their work and they invest heavily in their education and the offices invest heavily in the infrastructure for them to work in.
  
  9) We tried to contact the consumer to give her a records release,but she is not responding.
  

  10) We would like to resolve this matter fairly.