Affordable Dentures & Implants

The customer came to our service center complaining about a noise coming from underneath the vehicle as well as to have an oil change performed.  When the vehicle was inspected, it had a number of mechanical problems that needed to be corrected.  Each of these was detailed to the...

customer, authorized and performed.  As the customer states, the vehicle was not making the original noise complained of when she picked it up, but some time later, she started hearing what she believed to be the "same noise". She was told to bring the vehicle back so that it could be inspected which she did.  However, she came back a couple of hours after dropping off the vehicle and stated that she had to be somewhere and wanted the vehicle back.  Our service department did not have the opportunity to inspect the vehicle and determine the cause of the issue.  If there was a problem with one of the repairs the work performed is guaranteed as to both parts and labor but an opportunity to correct the problem must be given. The statement that the customer took the vehicle to another shop and that there was now a problem with the vehicle's "drive train" which should have been discovered is not any kind of mechanical diagnosis.  "Drive train" refers to a wide array of mechanical systems, some of which were actually repaired during the original service.  Any number of things could be causing the issue but it needs to be diagnosed specifically.  If there is any problem with any of the repairs performed by the Company, they would be corrected free of charge but we can't know if there is a problem with a previous repair or some other mechanical issue until it is inspected.  It should be noted that this 2002 vehicle has over 200,000 miles on it. The Service Manager is attempting to contact the customer today to once again bring the vehicle in for inspection so that the problem can be diagnosed.  If there is a problem with a previous repair or if a part has failed, the vehicle will be repaired under our service guarantee free of charge.

The vehicle is a 10 year old car with high mileage.  The manufacturer's warranty has expired and the vehicle was sold "as-is" with no warranty although an extended service repair plan was offered to the customer at the time of purchase.  To the dealership's knowledge the vehicle was...

inspected by the purchaser who was satisfied with the vehicle.  The vehicle passed safety inspection and was in fine working order at the time of purchase.  The dealership has no information regarding what has occurred with the vehicle from the time of purchase until the present.  The customer has detailed maintenance and repair items that can occur with any vehicle which is why the dealership always offers extended maintenance plans with older, high-mileage vehicles.  The manager to whom the customer attributes several remarks takes exception to the way in which the customer has misrepresented any statements made.  As the customer purchased an older vehicle without a warranty and voluntarily chose not to purchase an extended service contract, the company has no responsibility for road hazard incidents or other mechanical or maintenance failures which occur after warranties have expired.  The contractual documents are clear that "as-is" sales of older, non-warranty vehicles come with no guarantees and unless the customer purchases an extended service or mechanical breakdown policy, they are responsible for all future repair costs.

Complaint: 12004789
I am rejecting this response because:The main reason I took my vehicle in for repairs was not fixed. And I have had myvehicle repaired since then. It was the the drive shafts support bearings. Andmy mechanic says that Valley Isle Forddid unnecessary repairs on my vehicle.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Roy A[redacted]
RESPONSE:
I have read the response from the dealership and as it actually includes several separate issues, I will try to address each one as best as possible.
First, I did contact the service manager on 3/22 and ended the conversation on a pleasant note. I saw no reason to be rude or confrontational, and I felt that I needed a few moments to assimilate all that I had been told. My opening complaint was that the charges incurred on 3/20 were approximately 100% higher than my last service visit in June of 2016. The person I spoke to introduced himself as the “interim service manager” for the time being. When I questioned the change in service department personnel he stated that the previous service employees/service department had lost thousands of dollars by giving away unauthorized rental cars to customers and underpricing service performed in the shop, therefore they had to raise their pricing to compensate.
First, internal employee problems would not be my concern, and I question the wisdom in even telling me about that. If service pricing is dated, 10, 20, even 30% would not be terrible, 100% is outrageous.
Now, the message from the business mentions several rates for service bundles, coupons etc. I would like to address those one at a time.
First, let me tell you a bit about myself and my relationship with this dealer. I have had all of my work done at this dealership for approximately 9 ½ years. As my vehicle is a 2004 it is safe to say that the majority of worked performed was done on a cash ticket as there was no original factory bumper to bumper warranty in effect. For 9 and ½ years I have enjoyed exemplary customer service with the same service advisor (copy of his business card attached) with absolutely no pricing conflict.
The business message mentions that the LOF & Tire Rotation was a coupon, normally referred to as “The Works.”. There was a “The Works” coupon in effect from Ford Motor Company on 3/20 (see coupon attached) for $39.95 for which I was charged $83.92 (see attached invoice). For the last 9 & ½ years my previous service advisor applied any existing coupon towards my service whether or not I remembered to bring it. That is good customer service.
The dealership response regarding a battery service is similarly incorrect. On 3/20 there was a free battery test coupon in effect (see attached coupon), and as all I asked for was to have my battery terminals cleaned and new felt protective pads installed under the clamps. Yet, I was charged $71.97 (see attached invoice) for terminal cleaning and the testing which should have been free.
Now, as to tire balance; my previous tire balance, done on 6/15/16 (see attached invoice copy) cost $70.80. On 3/20/17, a few months later, I was charged $168.00. That would be more than a 100% increase in cost, an outrageous increase in less than one year.
I am retired. I have owned Ford vehicle for the last 50 years, until now. I have had what I consider exemplary customer service, for years with this dealership until now. It seems as if catching up on lost profits is being placed upon the shoulders on what were long time loyal customers. The amount of $68.67, the alleged savings offered is insulting and rejected under the circumstances as described. My wife and I were ready to trade our 2004 for new, but will now not, having lost faith in this business. I am extremely disappointed by all of this. This is a small island, what ever happened to taking care of one another?

We were sorry to hear that the customer was not completely satisfied with his service.  Our Service Manager did speak with him on 3-22-17 and explained all charges and had thought that the customer was satisfied following the discussion.  The last battery service that the customer had was...

back in July of 2014 and the price has gone up in the approximately 3 years since.  Additionally, the price for the oil change and tire rotation that the customer previously experienced was under a coupon or advertised special which was not available at the time of this service.  Tire balancing was charged at the correct time of 1.2 hours labor at the shop rate of $140/hr.Notwithstanding the above, attached find the preliminary estimate given to the customer.  The agreed to estimate was $282.95 and therefore, as a customer accommodation we would be willing to eliminate the other shop charges and slight variance and simply reduce the charge to that estimate for a total of $282.95 plus GET of $11.79.  That would be a reduction to $294.74 and a savings to the customer of $68.67.  This would represent exactly what the customer first agreed to as shown by the attached preliminary estimate and we sincerely hope that this will give the customer satisfaction.  If it is agreeable then we will credit that savings back to the customer.

January 5, 2017Ms. [redacted]Revdex.com Resolutions ConsultantRevdex.com[redacted]
RE: Complaint [redacted]
Dear Ms. [redacted]:This is in response to your letter dated December 19, 2016. We would be happy to respond toyour request, unfortunately do to federal privacy...

laws, we may not share any information withoutan executed HIPAA Release. Please have the complainant forward the executed Release to ouroffice.Sincerely,Michael ** H[redacted],DMD

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Bridget & Nash were awesome! I had another company come out to clean and she did horrible! I got scammed out of my money. She did nothing in 5 hours. In 1 hour A Notch Above did so much. They are still working! I told her what happened with the other cleaning lady and she fit me in for a deep cleaning when she had a cancellation! I definitely want to get on the waiting list for monthly cleaning. I can't express how thankful I am for them coming out so late and working so hard to get my house back to clean and smelling awesome! Bridget really is ALL about her business! I should've waited until she could fit me in instead of wasting so much money for such a horrible job! Lesson learned! Look no further, they are THE BEST!

No stars for this company, if you are looking for affordable dentures do not come to this place I repeat DO NOT come here. I paid them $1000.00 for a set of dentures and they didn't fit me so I took them back so they could adjust and fit them right and they did nothing to fix them so not only am I out of $1000.00 dollars I have a set of dentures that do not fit. The two trips I made was a waste of more money. My daughter has a lot of friends on facebook and she is sharing my experience with this company with her friends.

According to our records, the Complainant’s Discover card was correctly processed for a non-refundable surgical guide. The Complainant disputed charges with her Discover Card in September 22, 2016.   Please note on attached paperwork that Complainant only disputed $300 of her charges.  Dr. [redacted] approved the chargeback and $300 was refunded back to the Complainant’s credit card. In order to amicably resolve this matter, Dr. [redacted] will refund the remaining $75.00 provided that Complainant signs necessary paperwork.  Should the Complainant agree, Dr. [redacted] will send the paperwork for the refund.Sincerely,Sonia S[redacted]

Patient was seen on 6/12/17 for a consult. Patient wanted to have her remaining lower teeth extracted and to replace her upper denture. Patient stated that her upper denture is 17+ years old. Oral exam showed that patient had epulis fissuratum and denture stomatitis on her maxillary gum tissue...

caused by ill fitting upper denture. Patient was not leaving dentures out for an extended period of time, recommended to patient that her gums are inflamed and need to heal. It is recommended to leave dentures out for a month. Patient stated that she always wears her upper dentures and refuses to go anywhere without them. Told patient that her upper gums will heal very slowly which might cause her dentures not to fit later. Patient stated that she doesn't care and just wants a new denture. On 6/19/17 patient had 11 teeth extracted on the lower jaw. Delivered upper denture and lower temporary denture, patient left happy. On 6/21/17 patient came in for a post-op. Patient was healing in within normal limits. Gave patient post-op instructions. Patient states her upper denture is perfect. On 6/22/17, patient states she rinsed with hydrogen peroxide and it "thinned" her dentures which caused her denture to be loose. Told patient that those areas were probably already thin to begin with because her gums are not even. Some areas of her mouth have more gum tissue. Patient disagreed and was adamant that the hydrogen peroxide thinned her dentures and made them loose. Tried to explain to patient that hydrogen peroxide does not dissolve dentures and even if it did, only the outside of the denture would be . affected, not the inside of the denture that touches the gum. Told patient that maybe some of the hydrogen peroxide may have touched her gums and healed her denture stomatitis and caused her dentures to fit differently, Patient states that none of the peroxide touched her upper gums. Told patient that if her dentures fit differently then she would need a reline which her insurance may not cover because her dentures are too new. Told patient that she receives 60 days of free adjustments which does not include a reline on the upper denture. Patient was not happy and called insurance provider, [redacted] told her that we did not do anything wrong and patient was at fault. Patient was upset and had front desk assistant call her insurance provider. [redacted]e responded with the same answer. Patient was extremely upset and left visibly angry. On 6/27/17 patient came in for an adjustment on her upper and lower denture. Patient had no adhesive on her upper denture and stated it fit fine. Patient states that she is going on vacation to [redacted] and wanted her denture troubles taken care of before then.'

Review: I purchased a full set of premium dentures from this location on 2/29/16. I paid $1,290 cash in order to have the dentures made. The receipt states that "If you are not satisfied wit the dentures you have purchased, you may return them within 30 days of delivery for a full refund." I was treated like trash by the dentist and staff at this location. The dentures made for me are absolutely useless. They cannot be fixed or adjusted to fit properly. In order to have a new set of dentures made elsewhere, I need my money back for the set I just received. When I called the office, I was informed that I will have to submit a claim for a refund and it will take a minimum of 2 weeks for a check to be issued for the refund. This is completely unacceptable! No where does anything say there will be a 2 week delay for a refund. I paid cash the day I picked up my dentures, and I expect to receive either cash or a check immediately when I return them. If I am forced to wait for two weeks to receive a refund, then I believe I should be paid interest on the $1,290 and an additional amount for the inconvenience and time I will be forced to spend WITHOUT functional dentures.Desired Settlement: I want my money back immediately. If the business refuses to do so, then I want the refund to include interest and an additional fee for the inconvenience and humiliation of having to spend two weeks WITHOUT teeth!

Business

Response:

Response:As it states in paper work, patients can return dentures within 30 days from receiving dentures if unhappy and can receive a refund once processed through our [redacted] assumed that she would receive her refund the day she returned dentures in the same form she had paid for dentures which was cash. She was informed over the phone we do not carry large amounts in the office to hand her the full refund unless it was same day dentures were paid for. It is office policy to return dentures and sign paper work for a refund to submit to corporate to receive in check and may take two weeks to receive. [redacted] was not happy with response and stated will contact our corporate office for a faster alternative. [redacted] our office and informed us that they had explained the same information we informed her. We had not heard from [redacted] for approx a week and a half from the time she had spoken with corporate until she walked in our office on 3/21/16 to sign paper work and have refund processed...

Sent on: 3/29/2016 12:27:35 PM