Complete Denture and Dental Care Robert R. Powers, DDS

Initial Business Response /* *** *** *** */
To whom it may concern,
*** *** first came into our office June 3rd of 1999, since then we have performed many high quality procedures for *** which includes four complete sets of dentures
On December 22, *** came
into our office with damage to her dentureAfter careful review of her dentures we noticed they were in pretty rough shape with extensive wear and tearWe offered to repair her current denture at no charge since she agreed to purchase a new set of denturesShe elected to have premium dentures fabricated with porcelain teeth for $We made impressions that dayShe returned two times for wax tryins to confirm that we were both satisfied with the teeth set up prior to processing
On January 14, our office completed *** set of dentures to her satisfactionShe left our office happy and content with her new smileFor recognition of her devoted service to us we bought her two tickets to the museum of natural history
On February 1, our office received an email from *** stating that she was not happy and that she was having problems with her new dentureWe immediately phoned *** to see if we could assist her with her frustrations
On February 10, 2015, *** returned to the office unhappy with the teethSome of the dissatisfaction was because the porcelain posterior teeth were short and she displayed too much gumShe also wanted to change the shade of the teeth from B-to A-We agreed to remake the teeth with Mondial acrylic posteriors with longer necks and a different shade, with the understanding that she would assume part of the responsibilityWe charge $for the Mondial set, *** had paid $Since we were now making her a second set, at no additional cost, after she had approved the first porcelain set, I felt that splitting the difference and refunding her $was fairOn February 16, we tried in the second Mondial set, with few changesThe patient and the doctor were happy
On February 23, we delivered the second set with few adjustments and with what we believed to be satisfaction from the patient and office
After one adjustment and *** appearing to be doing well with the Mondial set, we received a call that she was unhappy with the teethShe was going to another dentist and wanted a $refundWe left a message on her voicemail; have a check printed for $We also offered to give her $credit toward two lower implants
We did not hear back from *** until we received this formal complaintOur office believes that we were fair and reasonable with her, and are sad that it has come to this pointPlease help us to rectify this situation as we value all of our patients that enter our office and treat them with the utmost care and respect
Sincerely,
Initial Consumer Rebuttal /* *** *** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe I that for the price I paid, I am entitled to expect functional, painless denturesFor $Dr*** office has processed two sets that are neither
I waited in his office many times to be squeezed in between patients for staff to make adjustments to the first setOne visit *** told me to use fix-o-dent and pull my lower jaw further back into my throatThat did not solve anythingI believe it was for the third adjustment when I brought in a flour tortilla and a leaf of lettuce to demonstrate that, no matter how hard I tried or how far back I held my jaw, I could neither bruise the lettuce nor pierce the tortilla with the dentureWhen I experiended problems reaching the office, I sent e-mails describing the problemsI still have copies of the two e-mails sent to the office describing problems with fit and functionDr*** was only present for the last two visits which, I believe, occurred as a result of these e-mails (neither of which had to do with tooth color or gums)
I had high hopes for the second set*** put them in, ground off an especially painful spot, and I left anticipating the dentures would probably need adjustment, but would be goodDr*** waved at me as I left, I smiled and waved backHe was not part of examining the final product while it was in my mouthAfter wearing these dentures for a few hours, they hurtI took them out to give my mouth a restWhen I tried them the next day they clicked, clacked, wiggled around, whistled on every word with an S and were unbearably painful
I tried to contact the office several times over the next few days as my schedule permitted, but when I got through I was greeted by a crisp electronic voice that disconnected after declaring: "This mailbox is not in serviceGoodbye." I suspect this is a method of screening callsIt was at this point that I resigned myself to the idea I would not be getting functional set of dentures from Dr*** and his staff
Because I was in pain and my old denture had become too loose to wear, I decided to consult a different dentist to find out if what I had was the best I could expectHe said I could expect betterI felt spending a month or more repeating my experience with Dr*** would be an exercise in futility, so I engaged the new dentist to make yet another dentureIn five visits he produced and adjusted a set that both fits and is functional
When I initially contacted Dr*** it was not for a repair, it was for a reline or replacementHe did not offer to repair anythingThere was nothing to repair
A wax tis not a test of how a denture will perform when wearing, speaking, or eatingWhen I did the wax tI was admonished to be cautious about biting down because the teeth were "just in wax," so obviously a wax tdid not offer me an opportunity to evaluate how the teeth would perform when in actual useIn addition, I sincerely believe functional evaluation is the job of the dentist
I regret Dr*** and staff were not able to successfully produce the denture for which he originally contracted, but that is not my faultI do not see why I should be held financially responsible for their failureI do concede I should have tried harder to offer him an opportunity to rectify problems with the second denture, but unrelenting pain clouded my judgement, and my confidence in Dr*** had been deeply erodedFor that reason I have not sought compensation for the second set
I did not request any refund until after I realized the second set of dentures were problematic and I was unable to reach the officeI suspected he and his staff were avoiding meI felt I should try to cut my losses, and eventually did reach ***, the Office ManagerI asked her to inquire about the refundIt was Dr***' Marketing Manager, ***, who presented me with the options Dr*** was willing to offerThey were: (1) I could have the porcelain set (2) I could have a $credit toward future dental work or (3) they would refund $I asked for time to think about itWhile I believe I am entitled to a $refund, in order to avoid confrontation, I opted to accept the $I called *** and asked her to relay the message and mail me a check
Thursday, March 26, Dr*** called and left a voice mail in which he stated he would instruct his office to drop the check in the mail that afternoonI still have the voicemail on my machineI waited over a week for that checkIt did not materializeI am very disappointed that Dr*** reneged on his offer to refund $without any explanationAs a result of his lack of follow through, I no longer felt obligated to accept the $It was at this point I decided to contact you
In reading Dr***' response, I am not sure if he is looking for a mediator or a judgeIf he is looking for a mediator, he needs to propose a solution; if he is looking for a judge, we need to be in *** *** *** So , here is my proposal to rectify the problemSince he took his original offer off the table, I think we should split the difference and Dr*** should mail me a check for $That way we can both put this unfortunate experience behind usIf Dr*** feels we need a judge, I have assembled everything necessary and am willing to file for a *** *** *** hearing
Thank you for your efforts to mediate this problem
Final Business Response /* *** *** *** */
***, I apologize for the inconvenience this process has caused youWe did not communicate well about me evaluating the second set and the $I have just signed a check for $750, which will go into the mail todayI am agreeable to this to resolve this disputeI am still agreeable to adjust the teeth you have, should you desireI wish you well with your future treatment
Sincerely,
*** R *** DDS
Final Consumer Response /* *** *** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/23) */
Dear [redacted],
We do strive to leave every patient with a positive experience. I am sorry you feel we missed the mark. The service and products that we used were chosen by you and the fees are consistent with what was discussed prior to moving...

forward with your treatment plan. Our services include adjustments for six months after the delivery date at no additional fee. We do encourage all of our patients to return to the office as soon as possible to resolve any issues related to their dentures. We are dedicated to working with you to ensure you are happy with the end result.
[redacted] R. [redacted] D.D.S.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find this response disingenuous. The experience was deceptive from day one. The product is faulty. Hid attempt to duplicate the work of a prosthodontist intentionally altered my appearance. They are not functional. He intentionally put a "visibly" white tooth in the lower partial rendering it ruined. He put six teeth in a space where he extracted four teeth that could have stayed in place for at least another year, but he had not plan to treat me long term. He was driven by getting the most amount of MONEY for services he was ill equipped to provide. My refusal to pay an additional $1,000 prompted him to expedite a process without communicating with me as his anger got the best of him. The care was "POOR" and unprofessional. His treatment of me borders on abuse. Full disclosure was absent from the process. No explanation or follow up treatment was established. No warranty/guarantee of his product was ever explained. I spoke to his office manager on June 22, 2015 and voiced my dissatisfaction and demanded my money back. She was made aware on June 22, 2015 of everything that was wrong about this experience. She was the one that took the final payment and made no mention of follow-ups, but for a six month appointment she made for a cleaning on the questionable receipt she presented to me on June 18, 2015. There was no viable treatment plan in place. He went through the motions trying to keep himself "legal" in the deception he exercised on me. Money was mot an issue for me, I just wanted a quality product and the ability to smile again. I would not return to Complete Dental Care after being left in the bloody state he left me in on June 16, 2015 and then being manhandled by Dr. [redacted] on June 18, 2015. He was aware of my dissatisfaction on June 22, 2015 and made no effort until July 18, 2015 when a certified letter with the statement above was sent to me. A June 26, 2015 demand letter was a resolution he needed honor by giving me all my money back. I do not owe this company any money. They owe me for services in a claim to the insurance company which they did not provide and for a consultation fee which should never have been charged. An appliance replacement discount was never honored as part of the treatment estimate, that too is owed. Dr. [redacted] had one chance to get it right and he failed miserably. I would never have chosen Dr. [redacted] as my dentist. I trusted the judgment of the person that referred me and that was the biggest mistake that I am having a problem coming to terms with. I exercised poor judgment, paid the full price of the insurance company pre-treatment estimate and trusted that despite all the red flags, a good, usable product would be the end result. Complete Dental Care business practices are questionable. They targeted my insurance benefits and what should have been a $700.00 job producing an upper denture mushroomed into a $3,668 intentional altering of my appearance by Dr. [redacted] and his team of deceptive accomplices. The "CARE" Factor is absent from this most personal experience.
Final Business Response /* (4000, 10, 2015/08/19) */
I am Sorry you were not satisfied with the services provided. I take all concerns seriously and welcome a call to discuss a plan going forward.
Final Consumer Response /* (4200, 12, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would only consider a full refund of $2703 and $905 paid by [redacted]. My appearance is totally altered by what Complete Dental intentionally did. They take matters SERIOUS? They laughed at my appearance when he unnecessarily extracted my teeth.I have no confidence/trust in Dr. [redacted]' ability as a competent Dentist. His choice of a revolving door comes with no guarantee he will show up as told to his Office Manager on June 22, 2015. His unprofessional and deceptive practices need a check of his license to be a Dentist. He lacks compassion [redacted] takes for granted the welfare and well being of the people that keeps him in business. Lots of revelations came to light investigating why a visit for a consultation went so horribly wrong and returning to Complete Dental is not an option I would ever consider. Becoming whole and getting back to work is the PRIORITY and that can only be accomplished with a FULL REFUND immediately if Complete Dental takes this matter SERIOUSLY!