Dentistry, The

Review: I ordered a mouth guard used for sleeping at night in result of me grinding my teeth. I told the representative that was asking me questions about the night guard that I wanted the same night guard I had previously, which had soft material considering I bit through it. This new mouth guard was originally ordered in August of 2014 in which I do not remember the exact date. During this time I do no remember being shown any example of the type of material the mouth guard would be, but when I told the representative I wanted the mouth guard I previously ordered from them and they agreed to make it I trusted it would come back similar to what I was acquainted to.

Shortly after I ordered the night guard I lost my job which resulted in me making a payment arrangement with The Dentistry.

I no longer have the receipt but the agreement was $50 per month payment deducted out of one of my credit cards from October 30 to Jan 30. During this time frame when they were not able to receive funds on the 30 of the consecutive days a representative would call me and I gave them another credit card to use for the month of November. The last week of January I reached out to the dentistry to schedule my appointment to pick up my mouth guard which I believe I came in on February 5. I was handed a mouth guard that seemed to be of all hard material and when I tried it out I was immediately uncomfortable, reminded them I wanted a mouth guard similar to the what I had before which had some sort of soft material. The dentist and hygienist told me the benefits of having a hard guard but I told them I would rather have the soft one. they obliged took another molding of my top and bottom teeth and said I can come back the following week to pick up my new night guard. The following week the day before the next appointment I received what I felt was an odd call from the dental hygienist that did the molding/impression procedures. She called to inform me that I would have to have the molding redone in result of some sort of error. She also informed that she believed another hard night guard was ordered from the lab, but since that was another error they would be able to make my soft night guard at the faculty and it would take an hour to complete. Concerned about the mix up I called and spoke to the assistant director (I believe her name was [redacted]). This interaction was what I felt was the first sign of what I interrupted to be attempted intimidation. When I tried to tell her about what happened her response was it seems like I do not want the night guard, I asked to speak to who ever is above her and she told me no one. I asked her the same question of who is her boss several times then finally she gave me the name of [redacted]. When I arrived for my appointment [redacted] calmly and patiently listened to my dissatisfaction of how I was spoke to by her assistant.

During the visit I was not taken to have another impression completed as how the hygienist said, but I had a soft night guard waiting for me. I liked the fit and the feel so I took it home. During this visit I had to ask [redacted] if there was a difference of the cost of the night guard I was taking home and the night guard that they ordered for me. She told me she would research and contact me back but she knew there was a difference but wasn't sure of the amount. [redacted]During this time I was not aware that the last payment for Jan 30 was not taken from my card, I thought they made the transaction to charge the account which I believe is an indicator that they knew by January that I should be reimbursed a certain amount of funds, I was also told by [redacted] that she didn't take the last payment for January because she knew there would be a difference in the cost. Reminder this payment was not taken due to the difference in cost prior to my initial visit on February 5 which was the first time I seen the hard night guard and gave them the reminder that I did not want that material.[redacted] I was not aware that during the last payment in January that I should have been charged a lower amount. With the payments they took I was verbally told I would be approx. $100 back with in 2-3 weeks by check. I was not satisfied with this time frame of refund and was not told any clear reason as to why the refund would take weeks to get back to me, when I paid via credit card which took seconds for the establishment to take my money. [redacted] said she would talk to her boss and see if she can expedite the refund. Me not being satisfied with the time frame especially in result of not being told from what date the 2 -3 week period started, I called another office of The dentistry told them my story and they said they would send my complaint over to the CEO or the Assistant CEO the name of **. ** called 2/23/2015 which I missed the called and she left a voicemail saying she would hopefully call me back the next day. I have no record of any other voicemail from **. 3 days later 2/26/2015 I speak to **. During this conversation she asked me if I told the person that I signed the treatment plan that I wanted a soft night guard. I'm assuming she is speaking in regards to something I signed in August and I had no clue as to what she was speaking about. The only document I can remember for this night guard is the receipt that says they was suppose to take out $50 from Oct to Jan, in which they failed to take the payment or inform me prior to Jan 30 that they would not take the payment. I told ** that I informed a the representative that was asking me questions about my comfort in a night guard that I wanted the same kind I had before. She went on to say that it wasn't the dentist fault that it came out different because the labs change materials. Then she came out and said to me that I made a comment about going to the Revdex.com in which I did say that to I believe [redacted] from being frustrated with not having any detailed information as to why my refund would take 2-3 weeks, and I told ** that I did say that. ** went on to say that I better be careful about what I say and do because from a comment of going to the Revdex.com the CEO could go to their attorney and sue me for Slander. This was the most confrontational remark I have ever had said to me from a business. Instead of informing me that I can receive my refund from 2-3 business days from the date of XX-XX-2015 I felt like I was having another attempt of intimidation put on me from this business. I told her that I was still going to go to the Revdex.com to make a complaint. She ended her end of the conversation stating something of the sort that she was going to tell the owner about what I said about going to the Revdex.com( Which I interpreted this as a threat to have a attorney against me to have a result to intimidate me to not make a complaint. I am unsure as to why she said this for business purposes in regards to the only situation that was at hand was when I should expect to receive my money). I ended my end of the conversation informing her that she was of no help and that I do not need her or any one else to speak in the behalf of me.Desired Settlement: In summary this complaint is because I was not offered any information via mail or directed to any link on their website as far as information on their refund policy. I would like to know as to why I cannot be refunded to my credit card which is the way I made the payments. I also was not told as to what date the 2-3 week waiting time started from( it seems like it should have started at least by February 5, which is now going on 3 weeks). I have been a patient with The Dentistry for years and was a happy patient up until this incident which was a situation of me purchasing an item for oral health, this was not a medical necessity, to my knowledge I have no diagnosis that would require me to have made this purchase. I would like to have information on this establishments refund policy in writing in which if there is documentation that I signed for their refund policy of 2-3 weeks or which ever time frame if I can have a copy of this(which I was never offered). I would also be satisfied if I can be directed to their refund policy information on their website for the general public to view.