Affordable Dentures Northglenn

Final Consumer Response / [redacted] (2000, 6, 2015/07/23) */

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

We have previously responded to this complaintThere was never a problem, only a misunderstandingWe contacted the person who made the complaint, and this was settled over a month agoWe cannot provide details due to federal privacy laws, unless we receive a HIPAA release from the person who made the complaintWe have called the Revdex.com several times at the number we were given ( [redacted] ) and left a message, but our calls have never been returnedThank you.Tell us why here

We are in receipt of the complaint. Please be advised that due to Federal Privacy laws, I cannot respond without an executed HIPAA release signed by the Complainant allowing us to provide protected health information to the Revdex.com. I have attached a copy of a
Release. Please sign and forward to my office and I will be happy to respond to the complaint

Initial Business Response /* (1000, 6, 2015/12/20) */
On July 13th, this patient came to our office and received a new set of denturesShe chose the denture with the highest quality teeth we offer, and also chose the whitest shade available
In her complaint, she states that she received
"lower quality dentures." According to our clinical records and the Laboratory Prescription (a legal document), she received the denture with the highest quality teethIn addition, a comment in her clinical record states that when she received her dentures, she was "very pleased."
On July 14, she returned to our officeAccording to her complaint, she returned because she was not happy with the dentures due to the color of the teethShe states she had asked for the "whitest possible," and apparently believes she received less than the whitest teethAccording to our clinical records and Laboratory Prescription, she did receive the whitest shade of teeth possibleHowever, on this day (July 14), she never mentioned the color of the teeth at allInstead, according to our clinical record, she was requesting that we remake her dentures because she now wants larger teeth, not because she was unhappy with the color
Whenever a denture is made, we recommend an extra step called a wax try-inThis allows a patient to preview the denture in their mouth, with the actual teeth set in wax, before it is processedA patient can take as long as they want to evaluate the appearance of their denture, including the size, shape, color, and the way the teeth are arranged, and how it feels when they biteThey are also allowed to bring a friend or family member with them to give their opinionWe do this because appearance is largely subjective, and we want a patient to have the appearance they personally desireIf the patient requests any changes at this stage, they are done at no additional cost until the patient is satisfied with the way the denture looks and feelsWhen the patient is happy with the denture, they sign a consent, and the denture is processedOnce the denture is processed, any changes they may want usually requires the denture to be remade from scratch, which is costlyAs do most dental offices, we have the patient sign a form stating they approve of the wax try-inOur consent form states the following: "The twhich is set in wax has just been completedI have had adequate time to evaluate the denture(s) set in wax for my viewing, and I approve of the size, color, arrangement and amount of lip support givenI consent for the denture(s) to be completedShould I desire for the appearance of the denture(s) to be altered in any way after completion, I understand that additional charges will apply."
When this patient returned to our office on July 14, she requested that the dentures be remade at no cost because she wanted larger teeth, not whiter teeth as stated in the complaintOn July 13, when she received the dentures, she had had adequate time to evaluate the wax try-in, she signed the consent, and left happyEven though the size of the teeth is clearly covered in the consent as a reason to charge her for remaking her dentures, we decided to remake them at no cost
As she stated in her complaint, we asked her to be very picky at the wax tfor the dentures we were remaking for herWe ended up having four wax try-ins, including completely resetting the denture because at the very end she decided she wanted teeth with a different shape than what she had originally approvedShe was not charged anything at all for the changes, and we absorbed all costsShe was given the exact same color of teeth as she had in the first denture, which is the whitest availableShe signed the wax tconsent and the dentures were processed and delivered to her on July 22,
In her complaint, this patient states that when she received her second set of dentures the "quality was very poorThe teeth are set with sharp plastic cutting my mouth constantly." She has never said a word about this to us and, according to the clinical record, she was pleased when she received the denturesShe received the dentures on July 22, 2015, and that was the last we heard from herShe never contacted us in any way about this problemWaiting months before notifying us of a problem that has been constant is puzzlingFrom the symptoms she describes, she probably needs a denture adjustment, which is commonAs she was told, we provide denture adjustments freeShe needs to come to the office for a free evaluationIf a denture adjustment is needed, it will be provided at no cost
All the teeth used in our dentures are of high quality and are manufactured by extremely reputable companiesWe offer four different styles of dentures, primarily based on the characteristics of the teethThe Ultra denture, which this patient received, has the highest quality teeth
She next states in her complaint, "I found out just recently that if the lab dont have the teeth that is needed, they use what ever they want." This is an extremely serious accusation, and implies that if we don't have a particular set of teeth in stock, we would downgrade the quality of teeth we use without telling the patientThis patient needs to present evidence to back up her accusationIf any laboratory technician is ever found to have done what she is claiming, it would be grounds for immediate dismissalIf we are out of a certain set of teeth, we order themWe NEVER downgradePlease have her provide evidence that this is occurring
In the last part of her complaint, she states that "I paid for the ultra package and got the economy." Since she is stating this as fact, I assume she has solid proof
The desired resolution she is asking for is "The quality dentures that I paid for." All of our records show that she received the Ultra denture, which is what she paid forIn addition, the color of the teeth she received, which she twice approved, is only available in the Ultra denture
If she will bring us the proof she has that she received Economy denture teeth instead of Ultra teeth, along with the dentures, we will not only refund 100% of the money she paid, but we will also make her an Ultra set of dentures at no cost

Complaint: ***
I am rejecting this response because:The file won't openIt say's it can't be decoded.*** ***
Sincerely,
*** ***

We would like to respond to the complaint, however due to federal privacy laws we cannot without an executed HIPAA Release I have attached a Release that may be signed and returned to our office I will be happy to respond after the receipt of the signed Release

We have previously responded to this complaint. There was never a problem, only a misunderstanding. We contacted the person who made the complaint, and this was settled over a month ago. We cannot provide details due to federal privacy laws, unless we receive a HIPAA release from the person who made...

the complaint. We have called the Revdex.com several times at the number we were given ([redacted]) and left a message, but our calls have never been returned. Thank you.Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We will mail her a copy of the release and she can either mail it back or bring it to the office.

Final Consumer Response /* (2000, 6, 2015/07/23) */