Cantwell Dental Group

December 1, 2014The customer was seen for a consultation and treatment plan at which time he requested a very specific custom medical device be fabricatedWe were asked to move forward in an expedited fashion as the next phase of this individual’s care could not be started without this device being fabricatedThe records were initiated, the process started and models were sent that same morning to a third party dental laboratory to fabricate an appliance specific for the customer at 11:00am the same dayThe bill for that third party laboratory was paid by our office and we will not be able to request a refund.At the time of service, the customer signed a form stating that he understood that there would not be a refund once the device was fabricated as this is custom made medical device and cannot be used for any other individualThe customer emailed Thursday at 3:pm to change his treatment planThe email was received on our text business day which was the following Monday morningThe laboratory was called and we were informed that his case was already completedPlease be aware that this individual has previously filed the same complaint through his credit card companyThey audited our account, completed a full investigation, and concluded that no refund was due as the custom-made, medical device was ordered and fabricated according to this individual's exact specificationsPlease do not hesitate to contact our office with any further questionsDue to HIPPA privacy regulations we cannot be more specific without a signed record release from the patient.Sincerely,Michelle C DMD

December 1, 2014The customer was seen for a consultation and treatment plan at which time he requested a very specific custom medical device be fabricated. We were asked to move forward in an expedited fashion as the next phase of this individual’s care could not be started without this...

device being fabricated. The records were initiated, the process started and models were sent that same morning to a third party dental laboratory to fabricate an appliance specific for the customer at 11:00am the same day. The bill for that third party laboratory was paid by our office and we will not be able to request a refund.At the time of service, the customer signed a form stating that he understood that there would not be a refund once the device was fabricated as this is custom made medical device and cannot be used for any other individual.
The customer emailed Thursday at 3:30 pm to change his treatment plan. The email was received on our text business day which was the following Monday morning. The laboratory was called and we were informed that his case was already completed.
Please be aware that this individual has previously filed the same complaint through his credit card company. They audited our account, completed a full investigation, and concluded that no refund was due as the custom-made, medical device was ordered and fabricated according to this individual's exact specifications.
Please do not hesitate to contact our office with any further questions. Due to HIPPA privacy regulations we cannot be more specific without a signed record release from the patient.Sincerely,Michelle C DMD

Review: I went to my primary Dentist, Dr [redacted], PA [redacted], for an infected front tooth. He looked at it and suggested I go to a specialist who could fit me with a device to wear at night so that I don’t grind my teeth anymore. He waited to pull the tooth until the specialist could make a mold out of my teeth to make the device. He suggested Dr. Michelle C[redacted] PA [redacted].

Dr C[redacted] examined my teeth stating, yes I could make you a device to wear at night so that I do not grind your teeth down anymore. She also stated, after taking xrays that the four front bottom teeth are that worn down that she would recommend me getting them pulled and she could make me a permanent set to replace the four front teeth. She stated that I would also need numerous root canals and numerous crowns to hold on the new plate. She told me that this process could take 6-8 months. She did take a mold of all my teeth, which I thought was for the device to stop grinding my teeth at night.

She suggested that I go to an oral surgeon to get my four bottom teeth extracted and return to her when that is completed to fit me for a partial plate until I get the rest of the root canals and crowns finished.

She stated if I had any questions, email her office manager Megan.

I went to pay the bill for her services on June 6, 2014 which was $1104.00 for that day and a total bill for $20454.00 for all the other work.

After getting home and looking over the total bill, I got sticker shock, $20454.00 !!!!!

I emailed Megan (email faxed to you on July 31, 2014 at 3:55 pm) that same day at 3:31 pm to state that the only work I wanted done was to get the one infected tooth pulled and to have Dr C[redacted] make me the device to stop me from grinding my teeth.

I told Megan by email on June 6, 2014 and email on June 24, 2014 not to continue with any work by Dr. C[redacted].

The end of July, I received a phone call from Dr. C[redacted]’s secretary stating that she received the partial plate and I was to come in to get fitted. I told her that I emailed Megan on two different dates, not to proceed with any more work. She said she will have to talk to Megan.

I never heard anything else from Dr. C[redacted] and I certainly did not give her permission to continue with any other work except for the device to wear at night to prevent further grinding, which she did not make.Desired Settlement: Would like to be refunded the $769.00 for the device I cancelled the same day.

Business

Response:

December 1, 2014The customer was seen for a consultation and treatment plan at which time he requested a very specific custom medical device be fabricated. We were asked to move forward in an expedited fashion as the next phase of this individual’s care could not be started without this device being fabricated. The records were initiated, the process started and models were sent that same morning to a third party dental laboratory to fabricate an appliance specific for the customer at 11:00am the same day. The bill for that third party laboratory was paid by our office and we will not be able to request a refund.At the time of service, the customer signed a form stating that he understood that there would not be a refund once the device was fabricated as this is custom made medical device and cannot be used for any other individual.The customer emailed Thursday at 3:30 pm to change his treatment plan. The email was received on our text business day which was the following Monday morning. The laboratory was called and we were informed that his case was already completed.Please be aware that this individual has previously filed the same complaint through his credit card company. They audited our account, completed a full investigation, and concluded that no refund was due as the custom-made, medical device was ordered and fabricated according to this individual's exact specifications.Please do not hesitate to contact our office with any further questions. Due to HIPPA privacy regulations we cannot be more specific without a signed record release from the patient.Sincerely,Michelle C DMD