Avenue Dental Care

Complaint: ***I am rejecting this response because:
When I went to the business for dentures, I had done my research and was fully aware of what I would be experiencing as far as the discomfort and my gums shrinking after the extractions, This is why I went with getting two sets of denturesMy complaint is the set of dentures that I received which was not acceptableThe first set was not made correctly the upper had to be build up on the right side front as I could not hold the upper dentures in my mouth after the extractions, there was no suction, half of the front gum area had to be added which made my upper lip on the right side bulk outThe look was like someone had hit me in my mouth and lip had swollen outThis look was permanent due to the material added to the dentureI also complain that the teeth were not the right color, but reassured by the staff that was the color I chooseApproxthree weeks later, I went into the office to have the lower teeth extracted and lower dentures place in my mouthWhen I received the lowers there was no flanged this is needed as flange sits on the bottom of your mouth under your tongue, which helps to keep the lower denture in your mouth so you can talk, laugh and more importantly EAT I will agree that I did complain about the lowers hurting me with the wax try in, but did not tell the staff to cut away the flange on the lower dentureThat decision was made entirely by the staff as they did not know how to correct the problemThe second dentist noticed that I have an under cut in the lower back on both sides, which is why DrS*** could not give me proper fit on the lower dentureThe second complaint was with the color, the color I choose was correct for the lower denture, however was not a match for the upper dentureWhich I knew the color was off on the upper denture from previous complaint when I first got the upper denture When I went in for a followup a month later, Dr S*** finally agree to give me another upper denture since I was so upset with the way I look, although this was proper thing to do, again the new upper denture was not a very good fit and was told that my gums must have changed so much , but I question Dr S*** why am I not getting a better fit, since I don't have any teeth in my mouth, I just don't understandSo I walk out of there having to use so much adhesive to hold up the upper denture and lower denture so I can eat and talk without gagging from the upper denture falling down and lower falling outThe only solution that was given to me was implants as an option, while they were giving me a soft reline on the lowers so I could tolerate the fit better, however did nothing to relive the amount of adhesive just to be able to function with my denturesEvery visit I was told to get implants, or wait until I get my final dentures and the fit and look would be more becoming
months later when I finally got my second dentures the uppers I agree the uppers were beautiful the color was correct however the size of the teeth were not appealing as they appear to be too wide and long I could not get the upper denture in my mouth without so much pain, therefore many adjustments had to be made and error was made by over jealous of adjustments by the staff now they were already looseThe lowers I never received as they were sent back to the lab several times as the staff including Dr S*** not able to figure out what the problem was to why they were not fittingAs far as Avenue Dental stated in their response that I came in times within months time, shows there were issues and clearly communication on how to resolve the issues were not properly addressI do not know what was written in my dental file but will stand firm that I was not happy when leaving my visits and I know that I clearly stated that, as I was very open with the staffYes Avenue Dental was willing to keep working on trying to resolve issues, but I could see this going on for two years, which is not acceptable as this was impacting my life
I felt abandon from Avenue Dental as there was no communication for well over a month as to how we were going to resolved the lower denture issue and refit the uppers denture for a better fit from the over adjustment from their staff and the fact of never getting anything resolve after my appointments drove me to why I finally decided to seek another dentist
Through two phone conversations with the business office, I was told that DrS*** would be willing to give me the refund of $4,only if he could have a consult with the dentist that I went withI explain to her that I did have a conversation with my new dentist and he refused to get involved with DrS***I did say I would be more than willing to come in and discuss with DrS*** and show him my new dentures and explain to him what was done to get lower denture made that fit my mouthI also stated that I would give him back the two upper dentures and the one lower that I received from him as I'm not able to use them for the reason stated above, upon receiving my refundI was told that she would forward that to him and get back with meI never received a call backTherefore I'm still requesting the refundAvenue Dental please reconsider and let's both move on from this
Sincerely,*** ***

At Avenue Dental Care we do not schedule any appointments unless the patients agrees to itIf we scheduled the patients w/out their consent that would result in a lot of patients not showing to their appointments and our office having a high turnover rate of patients.Our database shows when the
appointment is schedule which this appointment was scheduled 1/6/at your last cleaning appointment.A courtesy REMINDER postcard is sent month prior to the scheduled appointment, week text/email and days prior via text/emailAt that point we ask for you to call the office and cancel the appointment if necessary. IWe have a no show/cancellation policy which states all the above information on it which was signed by you on 12/12/See attachedWe apologize for any confusion that might have caused There remains an $balance on the account as that appointment was scheduled and in our system

Complaint: [redacted]
I am rejecting this response because: I understand your policy.  The fact is I nor my wife scheduled the appointment.  You are currently doing the same thing to my wife and she did not schedule.  You should also change your wording on email and text and pistcard to say its a reminder and not to confirm.  There is a huge difference in your wording.  As mentioned to your email and phone call.   I will not pay this fee thay did not agree to the appointment.  After informing you my wife did not make an apointment. I hope you take note And cancel it instead of falsely billing is again. 
Im very sure there are plenty of other customers who complain to you about this rubbish billing practice. 
Sincerely,
[redacted]

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. Please send a check for the full amount to my home address.Sincerely, [redacted]

Dear [redacted],
Regarding the complaint filed with the Revdex.com against Avenue Dental Care.  We have five locations in Washington State and have been in business for over 15 years providing the highest quality patient care.  We have never had a complaint registered with the...

Revdex.com against our business or any of our associates.  We take this complaint very seriously and are anxious to resolve the issue in a positive and beneficial way for both parties.  We believe, however, that the patients issue is a clinical one and not a business concern.
She presented for her initial visit on 4/28/2014 stating that she wanted extractions of remaining upper and lower teeth and a full set of dentures made.  She was advised of her treatment options and agreed on a plan to extract teeth and place immediate dentures.  The patient was informed before beginning the treatment that clinically, when dentures placed on the same day as multiple extractions are done. there is always a healing and adjustment period.  It is common for the gums to be swollen initially and then shrink requiring relining during the first several months.  We worked with the patient continuously to make her comfortable.  The plan for replacing her teeth included two sets of dentures, one interim set during healing period and a new final set around the one year mark.
The patient experienced normal issues following extraction and placement of temporary dentures.  We saw the patient a total of twenty eight times in the year we worked with her.  The treatments and post-operative care and adjustments the patient experienced were within normal range of expectations and we are confident we were doing everything possible to care for the patient.  At each visit her concerns were documented and addressed and it was noted that at the conclusion several of the visits the patient stated that she was either 'happy, satisfied, or felt better".  As she healed and her bite adjusted she experienced issues with her jaw shifting when closing.  The last time the patient was seen in our office she stated she was happy with the upper denture but the bite was off on lower denture.  Dr. S suggested we make a new lower denture for the patient and we relined the lower to make it comfortable temporarily.  We believe if allowed to continue we would be able to get a good result for her and were beginning the process of remaking a final new lower denture.
Unfortunately the patient became frustrated with the length and complications of the process and we were contacted by mail by the patient on May 22, 2015.  She did not allow us to finish her treatment and is requesting a refund.  She has stated that she is seeing another dentist who is making her final set of dentures.  We have requested to be able to consult with the other dentist and would welcome a review by a dental professional who understands the typical considerations of treatments like hers.  Having multiple teeth extractions and immediate dentures placed is never an easy process and it is not uncommon for patients to report discomfort and dissatisfaction in the first year following treatment.  We regret that we were not allowed to finish her treatment or given the opportunity to make her final denture.  We have spend significant time and resources with this patient.  As a gesture of goodwill we have offered the patient partial refund and offered to continue to work with her to come to an acceptable resolution.
Sincerely,

Dear [redacted]:
In response to your letter dated August 24, 2015, I appreciate your notification of the response by the consumer.  The patient is requesting a refund and I am offering to return the portion of the payment for the treatment that is unfinished, the last lower denture.  I charge $1000 for each denture.  She received two temporary dentures and one permanent, and we are offering a refund because she chose not to follow through and receive the final denture.  I stand by my offer of a refund in the amount of $1000.
 
Sincerely,
Varun S, D.M.D

I just had a appointment for the third time to fill a cavity that was not done correctly the first two times. Originally, I went in due to minor pain in one of my molars. After the first appointment, my tooth hurt more than ever before. I contacted the dentist office and they ensured me a follow up appointment would be covered and they would correct the problem. Then, I had to come in ANOTHER time because they still had not fixed the intense pain THEY caused that I hadn't had before they worked on the tooth, and made it cystal clear on the phone I was only coming if the appointment was covered and I would not be charged since it was due to THEIR error. The assistant took xrays w/o having me sign any paper work, then the dentist looked at my tooth for about a minute, told me he "thinks" it must need a root canal; and as I am leaving I am told I have to pay for the visit when I was told ahead of time it was covered because it was a follow up appointment. I told then I made it clear on the phone I was only coming it if it was covered because I was tired of spending my time on visits that were not helping and it was pain that they caused, and their argument was that they only cover appointments two weeks after the appointment. When I pointed out no one informed me of that policy and that they scheduled me telling me I would not be charged, I was disregarded, ignorged, and pressured to pay for my visit. I would like an appolagy and to not be charged for a visit that was promised it would be covered. I have been a patient for over three years and have never been treated with such dishonesty and disrespect

Review: I went to have a chipped front tooth repaired at this dental office, I was horrified when I looked in the mirror to find that the dentist had ground about an 1/8 of an inch off one of my front teeth, making it 1/8 shorter than the tooth next to it. I could not believe what he had done and I demanded that he fix it, the dentist then ground the tooth next to it an 1/8 of an inch making both teeth shorter. I let the dentist know this was unexceptable. the dentist then stated that I should get vaneer's like his if I wanted to correct the look. upon leaving the dental office I was told by the receptionist that I was being charged 621.00 for the dental work. I was told prior to the visit that the work that was being done was 190.00 I have been harmed and ripped off by this dentist.Desired Settlement: I am requesting a total refund and an appoligy from Avenue dental

Business

Response:

IN REGARDS TO [redacted]'S Revdex.com COMPLAINT. IVE ATTATCHED THE TREATMENT PLAN THAT WAS SIGNED AND GONE OVER STATING THAT PT HAS REVIEWED AND UNDERSTANDS THE RECOMMENDED TREATMENT AND PAYMENT IS DUE ATTHE TIME OF SERVICE. THE IDP COLUMN THAT IS CROSSED OUT IS AN INDEPENDENT DENTAL PLAN WE OFFER IN THE OFFICE THAT IS A DISCOUNT, IN WHICH THE PATIENT DIDN'T SIGN UP FOR BUT IT WAS GONE OVER. AS FAR AS THE DESIRED SETTLEMENT FOR A TOTAL REFUND AND AN APOLOGY, WE ARE VERY SORRY FOR ANY MISUNDERSTANDING BUT SERVICES WERE RENDERED AND THE TREATMENT PLAN WAS SIGNED ACKNOWLEDING HE AGREED TO THE FEES AND UNDERSTANDS. IF [redacted] HAS AN ISSUE WITH THE WORK THAT WAS DONE, WE WILL BE MORE THAN HAPPY TO ADDRESS HIS CONCERNS AND MAKE IT RIGHT. TOOTH #8 WAS FRACTURED; DR BUILT THE TOOTH BACK UP. THE HEIGHT OF THE TEETH WERE NOT INCREASED OR DECREASED. I'VE ATTATCHED INTRAORAL PICTURES (ACTUAL PICTURES) BEFORE ANY TREATMENT WAS PERFORMED, VERIFYING THE HEIGHT OF BOTH TEETH WERE NEVER IDENTICAL.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I made an appointment on 8-8-13 at which time I had a teeth cleaning and talked to a member of the accounting as to what I could afford. I told them that I could not afford more than 200.00 per visit. This was due to the fact that I have a limited income. The Member of accounted said they understood and would schedual the appointments so that I could fix one tooth at a time in order to stay within budget. This is the only way I could afford to have the dental work completed. they were made aware of my situation , one of the dental hygentists mentioned that I could go to the spokane dental collage to have some work done I schedualed an appointment for 8-16-13. at Avenue Dental, Apon arriving at the dental office, I was called up to the desk and told they would be fixing my front tooth, I stated at that time that there seemed to be a mistake I was under the impression that they were going to work on a lower left tooth, she stated no that the front tooth was scheduled for today. I was asked whitch tooth I wanted fixed first during my first appointment, and it was acknoledged that the lower left tooth was to be done first. at that time I stated that it did not matter as long as they did not charge me more than the 198.00. I sat in the chair and the dental assistant brought out a kit to match the color of my tooth. the dentist arrived and said the color was O.K. and he continued with what I believed was going to be a repair of my chipped front tooth. The dentist did not explain that he was not going to fill in or build up my tooth to match the tooth next to it, nor did he explain that he was just going to grind my tooth down approx: 1/8 of an inch shorter than the one next to it. The dentist desroyed the natural look of my teeth by grinding one shorter than the other. the dentist did not give me any options other than grinding down the tooth next to it, so that they would appear the same lenght. I am very angry that I was not made aware, that he would be grinding my teeth shorter and destroying my natural look. I have pictures and molds of my teeth from before. that will clearly show that both of my front teeth were the same lenghth before the tooth was chipped. I did not sign anything nor would I have signed anything stating that I could pay any more than 200.00 per visit. This is due to the fact that I am on disability with no dental insurance. The attendant at the counter attempted to get me to sign up for two different medical coverage plans that had 25% interest rates attached to them. She attempted to have me sign up on two or three different occations but I refused because I could not afford the interest . Upon leaving I stopped to pay the 198.00 for the days visit. The desk clerk fraudalently charged my card 621.00, without giving me a reciept. theamount charged was in violation of my agreement. I contacted my bank to stop the fraudalent charge to my account. I contacted the dental office to try and correct the overcharge. I have contacted The dental assoc. to make a formal complaint as to as to my treatment and the fraud. I will be contacting an attorney to sue for damages if this is not corrected.

Business

Response:

[redacted] STATES THAT HE TALKED TO A MEMBER OF THE ACCOUNTING, IN WHICH THE ONLY PERSON THAT DEALS WITH THE OFFICES FINANCES IS I, LAURA, I DON'T RECALL HAVING ANY CONVERSATION ABOUT HIM ONLY BEING ABLE TO AFFORD $200 PER VISIT...* WE DO HOWEVER OFFER A FEW DIFFERENT OPTIONS FOR NON INSURED PATIENTS TO LOWER THEIR FEES REGARDLESS OF THEIR SITUATION TO HELP THEM OUT. (I.E DENTAL COLLEGES WHICH CHARGE LOWER FEES HOWEVER, THE TIME FRAME OF THE APPOINTMENT IS A LITTLE LONGER), CARE CREDIT WHICH IS 6 OR 12MONTHS FREE OF INTEREST FINANCING, OR IDP WHICH IS AN INDEPENDENT DENTAL PLAN AVENUE DENTAL CARE OFFERS FOR CASH PATIENTS THAT IS $19 A MONTH WHICH INCLUDES EXAMS, XRAYS, AND CLEANINGS AT NO ADDITIONAL CHARGE W/AN AUTOMATIC DISCOUNT ON TREATMENT. WE DON'T HAVE ANY "MEDICAL COVERGAE PLANS THAT HAVE 25% INTEREST RATES ATTATCHED TO THEM" AS HE STATED.

PREVIOUSLY ATTATCHED FROM THE 15T REPSONSE IS THE TREATMENT PLAN THAT WAS SIGNED AND GONE OVER STATING THAT PT HAS REVIEWED AND UNDERSTANDS THE RECOMMENDED TREATMENT AND PAYMENT IS DUE AT THE TIME OF SERVICE. ON THE TREATMENT PLAN IT BREAKDOWNS EACH VISIT PER PROCEDURE WITH THE PATIENTS COST.

THERE WAS NO OVERCHARGE AND/OR FRAUDULENT CHARGE, THE SERVICES THAT WERE RENDERED, WERE COLLECTED. AT CHECKOUT WE ALWAYS STATE THE COST IT IS FOR TODAYS PROCUEDRE AND THEN SWIPE THE CARD GIVEN THE PATIENT ACKNOWLEDGED THE CHARGE. IN WHICH [redacted] DID AND WE WERE UNAWARE OF ANY PROBLEMS UNTIL HE LEFT THE OFFICE AND CALLED,

AGAIN: IF [redacted] HAS AN ISSUE WITH THE WORK THAT WAS DONE, WE WILL BE MORE THAN HAPPY TO ADDRESS HIS CONCERNS AND MAKE IT RIGHT. TOOTH #8 WAS FRACTURED; DR BUILT THETOOTH BACK UP. THE HEIGHT OF THE TEETH WERE NOT INCREASED OR DECREASED, I'VE ATTATCHED INTRAORALPICTURES (ACTUAL PICTURES) BEFORE ANY TREATMENT WAS PERFORMED, VERIFYING THE HEIGHT OF BOTH TEETH WERE NEVER IDENTICAL IF HE'D LIKE US TO ADD LENGTH WE COULD RE-EVALUATE AND HOPEFULLY TAKE CARE OF HIS CONCERNS,

AVENUE DENTAL CARE 1$ HERE TO HELP PATIENTS WITH THEIR DENTAL CARE WE ARE VERY SORRY FOR ANY MISUNDERSTANDING.