Azouz, Darral DDS

On 8/31/she came to our office to redeem a voucher she purchased from New Line Smile, a professional marketing company The voucher entitled her to an exam, basic x rays and professional whitening at a participating office The voucher states, that patientsteeth must be free of decay, gum disease and be healthy for professional dental whitening Upon examination of her mouth by the dentist it was diagnosed thatshe needed to have her teeth cleaned prior to whitening due to moderate plaque, moderate inflammation and heavy calculus It was also noted she had not beento a dentist in years per patient When she was brought to the front desk to schedule her cleaning appointment I was the person to assist her The dental assistantrelayed the information to me of the doctors findings and I gave her the quote for the cleaning of $ She said I cant afford that and can she just get the whitening she paid foron her voucher I excused myself and went to ask the dentist He said no, since she had moderate condition The patient explained she couldn't afford it that she was on Medi-Cal.I let her know that Western Dental was a Medi-Cal provider and she could probably get her teeth cleaned there and have them send over the clinical report showing it had been done andwe could then whiten her teeth here She said the dentist just wants to sell me a cleaning I advised her that we cant provide professional whitening to someone with these conditions since it can be harmful to her She then proceeded to lift up her lip and ask me if I thought she had inflamed gums or excessive buildup I let her know that I was not a dentist and wasn't able to give her my diagnosis That her voucher she purchased was valid for months and once she had the required treatment needed to ensure her mouth was healthy enough for whitening we would gladly take the impressions for the whitening trays That the required treatment did not need to be completed by our officeShe left the office and I noted her chart of our discussion She returned to the office a few minutes later and requested to have the voucher back and I let her know I could make a copy of it for her, since she used a portion of it for the exam and x rays She left a few minutes later Her boyfriend called our office shortly after that and spoke to [redacted] , the other front desk personnel He stated my girlfriend was just at your office and the dentist assaulted her and we want the original voucher back She got his information and placed him on hold since she knew I had just spoken to her at office I spoke to him and was surprised that he was saying this, since no mention of this was made by the patient I informed him, I would check with New Line Smile if I could give them back the original voucher they purchased from them and only keep a copy for our records They informed me, since we had activated the voucher online, I could provide them with the original vs a copy.I gave that information to them and they came by the office to pick it up about minutes later We were notified by YELP and Facebook of a negative response posted to ouraccount [redacted] had posted pictures of her upper gums with a red scratch mark and statements of being assaulted at our office We sent a request to both YELP and Facebook to removethis based on it not being factual information we could substantiate with clinical records and their guidelines of allowable feedback It was removed on both social media sites, based on the material provided [redacted] contacted the patient out of concern of her experience and her posts made on social media about what she stated had happened to her It is our goal to provide a positive experience for all of our patients and if we did not meet their expectations find out how we can improve After his discussion with ***, he agreed he would personally provide the professional whitening trays to her upon signing a waiver of her condition.Please let me know if you require any other details to close this matterI have attached a copy of her voucher and the clinical notes from her dental visit.Sincerely, [redacted]

Patient was provided consents and cost of treatment prior to seeing hygienistHis insurance covered the scaling and root planning at 100% The hygienist *** recommended patient have laser therapy that day upon cleaning his teeth and finding lots of bleeding and inflammation and told him it would be an additional cost and he agreed Upon completing procedure and walking patient to exit patient signed the statement giving us permission to bill his insurance and acknowledge his patient copay of $ Patient then left office without paying The assistant manager followed up with him the next day and he refused to pay

Per our conversation this morning, we have decided to waive the cost of lasertreatment for Mr *** as a professional courtesy. We have protocols in place tohave our patients sign and acknowledge consent for treatment as well as the cost prior to seeing the clinical team. We pride ourselves on providing a quality experience to all of our patients and feel that making Mr *** happy is a bigger priority than disputing his co pay for this specific visitI have notified Mr *** of our decision.Sincerely*** ***regional managerSerenity Dental

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I would like to receive a final statement/invoice showing a zero balance for my records.Thank you,*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
The only addition to add was I did mention the assault to the receptionist, upon showing her my gums I complained that the dentist DID hurt me and I even told her I believed he did it on purpose to sell the teeth whitening. That is the only missed detail.

Patient was provided consents and cost of treatment prior to seeing hygienist. His insurance covered the scaling and root planning at 100%.  The hygienist [redacted] recommended patient have laser therapy that day upon cleaning his teeth and finding lots of bleeding and...

inflammation and told him it would be an additional cost and he agreed.  Upon completing procedure and walking patient to exit patient signed the statement giving us permission to bill his insurance and acknowledge his patient copay of $160.   Patient then left office without paying.  The assistant manager followed up with him the next day and he refused to pay.

On 8/31/2015 she came to our office to redeem a voucher she purchased from New Line Smile, a professional marketing company.  The voucher entitled her to an exam, basic x rays and professional whitening at a participating office.  The voucher states, that patientsteeth must be...

free of decay, gum disease and be healthy for professional dental whitening.  Upon examination of her mouth by the dentist it was diagnosed thatshe needed to have her teeth cleaned prior to whitening due to moderate plaque, moderate inflammation and heavy calculus.   It was also noted she had not beento a dentist in 3 years per patient.  When she was brought to the front desk to schedule her cleaning appointment I was the person to assist her.  The dental assistantrelayed the information to me of the doctors findings and I gave her the quote for the cleaning of $60.  She said I cant afford that and can she just get the whitening she paid foron her voucher.  I excused myself and went to ask the dentist.  He said no, since she had moderate condition.  The patient explained she couldn't afford it that she was on Medi-Cal.I let her know that Western Dental was a Medi-Cal provider and she could probably get her teeth cleaned there and have them send over the clinical report showing it had been done andwe could then whiten her teeth here.  She said the dentist just wants to sell me a cleaning.  I advised her that we cant provide professional whitening to someone with these conditions since it can be harmful to her.  She then proceeded to lift up her lip and ask me if I thought she had inflamed gums or excessive buildup.  I let her know that I was not a dentist and wasn't able to give her my diagnosis.  That her voucher she purchased was valid for 6 months and once she had the required treatment needed to ensure her mouth was healthy enough for whitening we would gladly take the impressions for the whitening trays.  That the required treatment did not need to be completed by our office. She left the office and I noted her chart of our discussion.  She returned to the office a few minutes later and  requested to have the voucher back and I let her know I could make a copy of it for her, since she used a portion of it for the exam and x rays.  She left a few minutes later.   Her boyfriend called our office shortly after that and spoke to [redacted], the other front desk personnel.   He stated my girlfriend was just at your office and the dentist assaulted her and we want the original voucher back.  She got his information and placed him on hold since she knew I had just spoken to her at office.   I spoke to him and was surprised that he was saying this, since no mention of this was made by the patient.  I informed him, I would check with New Line Smile if I could give them back the original  voucher they purchased from them and only keep a copy for our records.  They informed me, since we had activated the voucher online, I could provide them with the original vs a copy.I gave that information to them and they came by the office to pick it up about 20 minutes later.  We were notified by YELP and Facebook of a negative response posted to ouraccount.  [redacted] had posted pictures of her upper gums with a red scratch mark and statements of being assaulted at our office.  We sent a request to both YELP and Facebook to removethis based on it not being factual information we could substantiate with clinical records and their guidelines of allowable feedback.  It was removed on both social media sites, based on the material provided.  [redacted] contacted the patient out of concern of her experience and her posts made on social media about what she stated had happened to her.  It is our goal to provide a positive experience for all of our patients and if we did not meet their expectations find out how we can improve.  After his discussion with [redacted], he agreed he would personally  provide the professional whitening trays to her upon signing a waiver of her condition.Please let me know if you require any other details to close this matter. I have attached a copy of her voucher and the clinical notes from her dental visit.Sincerely,[redacted]

Review: I had a paid for brocher for teeth whitening from new line smile. Upon entering they ask me to stay for a teeth cleaning. I told them no.The assistant sat me down and took x-Rays. The doctor whispered to her to get me in for a cleaning, he hasn't even seen my teeth yet.The doctor sat down, took the metal tool, shoved the tip under my gums, stabbed upwards, and dragged it, tearing the flesh apart. He told me this is why I need a cleaning.Bleeding and in pain I told him no. He shows me my bloody, NOW inflamed gums. They were not inflamed before. I told him I wanted to get what I paid for. He refused.Upon the theft, they told me to pay 70$ to clean my teeth. I am already out 60$, I refused to make an appointment to get them cleaned, and I left.No dentist has told me I had any disease, and the doctor purposefully stabbed me and lied to me to say that I did just so I'll pay him 70$Desired Settlement: Do what I paid 60$ for. Finish the mold and deliver the gel as promised in the new line smile network

Business

Response:

On 8/31/2015 she came to our office to redeem a voucher she purchased from New Line Smile, a professional