Elkhorn Family Dental

In response to letter dated Wednesday, January 21, 2015, Ms [redacted] presented to our office on December 2, for a complimentary Implant ConsultationMs***’s chief complaint is a loose bridge on her upper right side which is causing discomfortExam reveals tooth #missingHas a bridge from tooth #to Tooth #has an existing root canal therapy with recurrent decay causing fracture of the toothAlso, tooth #has open marginsTreatment recommendation is extraction of tooth #Explained to patient since tooth #has open margins we will not know the prognosis of that tooth until we remove the bridgeI further explained to patient that it is possible after removing bridge tooth #could have huge decay underneath the crown, which is not visibleThere is a possibility #may need Root Canal Therapy or may end up losing the tooth if there is too much destruction Explained to patient teeth #and need implantsTooth #is questionable and will be determined when bridge is removedAlso, patient was given option of having implants on teeth #and with a bridge replacing tooth Also another option would be bridge from tooth to or depending on prognosis of tooth An option for upper partial denture was givenPatient wanted time to decide which treatment plan she would choose and said will call back when she is readyPatient called the next day to schedule appointment and we scheduled her for the 4Ih of December Patient carne in on the 4°’ of December for treatment and had several questionsWe went into consultation and explained everything to her once againShe was informed I could guarantee the prognosis of tooth #until the bridge is removedPatient said, “I don’t want issues with tooth like I had with tooth 4, the root canal therapy treated toothHence, I would go with the implants option and and a bridge from to 6.” At that point, we proceeded with treatment; impressions were taken for an upper stay plateImpression was sent to the lab to fabricate upper stay platePatient called after a few days with more questionsAn appointment was made on the 18th of December, for a third complimentary consultationI explained to patient again that I cannot determine the prognosis until the bridge is removedPatient said she will go for a second opinion and will call usOn December 29, patient called demanding a full refund in the amount of $350.00, which she had paid for the upper stay plateI told patient that we unfortunately could not refund her the full amount since we have paid the lab and our material for the impressionsWe would gladly refund her $and only deduct the lab and material cost(I have attached a copy of the lab invoice.) Patient became upset and threatened usIf you don’t refund me the full amount I will go to the Revdex.comWe would like to resolve this case by informing you that the upper stay plate made for Ms [redacted] was custom made and will not fit any other person and is no use for usOn January 2015, we received from [redacted] Paymentech, a Chargeback Document, indicating that our account has been debited in the amount of SA copy is attached for your review

I am rejecting this response because: Although I consider the matter closed since my bank has reversed the charges, I still do not agree with Elk Grove Landing's response I, too, cannot use the stay plate that was ordered, and I was not informed of other solutions to my problem BEFORE the stay plate was ordered I also did not sign a contract with the laboratory, I only signed a contract for work to be completed by the dentist I believe there is a lack of transparency as the office staff would not give me the name or contact information of their "corporate office." I don't believe they have a corporate office and feel I was misled I believe this office is not forthcoming and does not inform their patients of other options They also do not inform patients as to which companies are included in the "contracts" they are asked to sign before procedures are complete, or in my case, even started.The dentist made a diagnosis with very little information as the x-rays that were taken were extremely minimal There was NO discussion before he presented my ONLY option available This is why I sought out other opinions Even if the other dentists would have thought that Dr***'s diagnosis was correct, they gave me alternatives and included me in the decision as to the best and most cost-effective options

In response to letter dated Wednesday, January 21, 2015, Ms. [redacted] presented to our office on December 2, 2015 for a complimentary Implant Consultation. Ms. [redacted]’s chief complaint is a loose bridge on her upper right side which is causing discomfort. Exam reveals tooth #5 missing. Has a bridge from tooth #4 to 6. Tooth #4 has an existing root canal therapy with recurrent decay causing fracture of the tooth. Also, tooth #6 has open margins. Treatment recommendation is extraction of tooth #4. Explained to patient since tooth #6 has open margins we will not know the prognosis of that tooth until we remove the bridge. I further explained to patient that it is possible after removing bridge tooth #6 could have huge decay underneath the crown, which is not visible. There is a possibility #6 may need Root Canal Therapy or may end up losing the tooth if there is too much destruction.  Explained to patient teeth #4 and 5 need implants. Tooth #6 is questionable and will be determined when bridge is removed. Also, patient was given option of having implants on teeth #4 and 6 with a bridge replacing tooth 5. Also another option would be bridge from tooth 3 to 6 or 7 depending on prognosis of tooth 6. An option for upper partial denture was given. Patient wanted time to decide which treatment plan she would choose and said will call back when she is ready. Patient called the next day to schedule appointment and we scheduled her for the 4Ih of December 2014. Patient carne in on the 4°’ of December for treatment and had several questions. We went into consultation and explained everything to her once again. She was informed I could guarantee the prognosis of tooth #6 until the bridge is removed. Patient said, “I don’t want issues with tooth 6 like I had with tooth 4, the root canal therapy treated tooth. Hence, I would go with the implants option 4 and 6 and a bridge from 4 to 6.” At that point, we proceeded with treatment; impressions were taken for an upper stay plate. Impression was sent to the lab to fabricate upper stay plate. Patient called after a few days with more questions. An appointment was made on the 18th of December, for a third complimentary consultation. I explained to patient again that I cannot determine the prognosis until the bridge is removed. Patient said she will go for a second opinion and will call us. On December 29, patient called demanding a full refund in the amount of $350.00, which she had paid for the upper stay plate. I told patient that we unfortunately could not refund her the full amount since we have paid the lab and our material for the impressions. We would gladly refund her $150.00 and only deduct the lab and material cost. (I have attached a copy of the lab invoice.) Patient became upset and threatened us. If you don’t refund me the full amount I will go to the Revdex.com. We would like to resolve this case by informing you that the upper stay plate made for Ms. [redacted] was custom made and will not fit any other person and is no use for us. On January 29 2015, we received from [redacted] Paymentech, a Chargeback Document, indicating that our account has been debited in the amount of S350. A copy is attached for your review.

Review: I went to Elk Grove Family Dental because I found a [redacted] for dental implants. I had been told by a previous dentist that a bridge would need to be replaced. I was hoping for a more permanent solution for my many dental issues so this is why I was looking to possibly get implants for other missing teeth.In December of 2014, I met Dr. [redacted] and his staff for the first time. His dental assistant took a very minimal amount of X-Rays. I also had my old dentist email my dental Xrays from earlier that year. When I finally met Dr. [redacted], he was gruff and right away told me that there was no way to fix the bridge and that three of my teeth in that area would have to be pulled, including the canine that had not caused any issues. He also could not read the emailed X-Rays due to a difference in technology. I was pretty upset as I had hoped that I could get the bridge repaired and purchase the [redacted] to have two other missing teeth replaced. Everything happened very quickly. Dr. [redacted] did not take any furthur X-Rays when I questioned him and gave me no other options on what could be done. I agreed to buy the [redacted] and made an appt to have them make a stay plate (partial) to be used as temporary teeth until the implants and new bridge were completed. After I got the impression made for the partial, with the attitude and lack of information, I decided to get second opinions. I ended up getting two more opinions from dentists who said they thought pulling the canine was not a good idea nor necessary. I went back to Dr. [redacted] and asked if there were other options and more information. He was impatient and seemed offended that I got second opinions. I was able to get a refund for my [redacted] but, after numerous calls to them, Dr. [redacted] will only refund $150. I was told that it was up to their corporate office yet they won't give me the name nor number of this "corporate office." I never signed a contract with this "corporate office" did not know they had one. I would NOT recommend Dr. [redacted].Desired Settlement: I would like a full refund of $350 for this stay plate (partial) that I feel I paid for under duress, a lack of information / options from the dentist and a proper dental examination. I would also like to know who this corporate office is. I feel like their customers should have full disclosure of who they're dealing with. There are certain dental chains that I would NOT go to but how would I know if they're part of these chains if they won't fully disclose their information?Thank you

Business

Response:

In response to letter dated Wednesday, January 21, 2015, Ms. [redacted] presented to our office on December 2, 2015 for a complimentary Implant Consultation. Ms. [redacted]’s chief complaint is a loose bridge on her upper right side which is causing discomfort. Exam reveals tooth #5 missing. Has a bridge from tooth #4 to 6. Tooth #4 has an existing root canal therapy with recurrent decay causing fracture of the tooth. Also, tooth #6 has open margins. Treatment recommendation is extraction of tooth #4. Explained to patient since tooth #6 has open margins we will not know the prognosis of that tooth until we remove the bridge. I further explained to patient that it is possible after removing bridge tooth #6 could have huge decay underneath the crown, which is not visible. There is a possibility #6 may need Root Canal Therapy or may end up losing the tooth if there is too much destruction. Explained to patient teeth #4 and 5 need implants. Tooth #6 is questionable and will be determined when bridge is removed. Also, patient was given option of having implants on teeth #4 and 6 with a bridge replacing tooth 5. Also another option would be bridge from tooth 3 to 6 or 7 depending on prognosis of tooth 6. An option for upper partial denture was given. Patient wanted time to decide which treatment plan she would choose and said will call back when she is ready. Patient called the next day to schedule appointment and we scheduled her for the 4Ih of December 2014. Patient carne in on the 4°’ of December for treatment and had several questions. We went into consultation and explained everything to her once again. She was informed I could guarantee the prognosis of tooth #6 until the bridge is removed. Patient said, “I don’t want issues with tooth 6 like I had with tooth 4, the root canal therapy treated tooth. Hence, I would go with the implants option 4 and 6 and a bridge from 4 to 6.” At that point, we proceeded with treatment; impressions were taken for an upper stay plate. Impression was sent to the lab to fabricate upper stay plate. Patient called after a few days with more questions. An appointment was made on the 18th of December, for a third complimentary consultation. I explained to patient again that I cannot determine the prognosis until the bridge is removed. Patient said she will go for a second opinion and will call us. On December 29, patient called demanding a full refund in the amount of $350.00, which she had paid for the upper stay plate. I told patient that we unfortunately could not refund her the full amount since we have paid the lab and our material for the impressions. We would gladly refund her $150.00 and only deduct the lab and material cost. (I have attached a copy of the lab invoice.) Patient became upset and threatened us. If you don’t refund me the full amount I will go to the Revdex.com. We would like to resolve this case by informing you that the upper stay plate made for Ms. [redacted] was custom made and will not fit any other person and is no use for us. On January 29 2015, we received from [redacted] Paymentech, a Chargeback Document, indicating that our account has been debited in the amount of S350. A copy is attached for your review.

Business

Response:

In response to letter dated Wednesday, January 21, 2015, Ms. [redacted] presented to our office on December 2, 2015 for a complimentary Implant Consultation. Ms. [redacted]’s chief complaint is a loose bridge on her upper right side which is causing discomfort. Exam reveals tooth #5 missing. Has a bridge from tooth #4 to 6. Tooth #4 has an existing root canal therapy with recurrent decay causing fracture of the tooth. Also, tooth #6 has open margins. Treatment recommendation is extraction of tooth #4. Explained to patient since tooth #6 has open margins we will not know the prognosis of that tooth until we remove the bridge. I further explained to patient that it is possible after removing bridge tooth #6 could have huge decay underneath the crown, which is not visible. There is a possibility #6 may need Root Canal Therapy or may end up losing the tooth if there is too much destruction. Explained to patient teeth #4 and 5 need implants. Tooth #6 is questionable and will be determined when bridge is removed. Also, patient was given option of having implants on teeth #4 and 6 with a bridge replacing tooth 5. Also another option would be bridge from tooth 3 to 6 or 7 depending on prognosis of tooth 6. An option for upper partial denture was given. Patient wanted time to decide which treatment plan she would choose and said will call back when she is ready. Patient called the next day to schedule appointment and we scheduled her for the 4Ih of December 2014. Patient carne in on the 4°’ of December for treatment and had several questions. We went into consultation and explained everything to her once again. She was informed I could guarantee the prognosis of tooth #6 until the bridge is removed. Patient said, “I don’t want issues with tooth 6 like I had with tooth 4, the root canal therapy treated tooth. Hence, I would go with the implants option 4 and 6 and a bridge from 4 to 6.” At that point, we proceeded with treatment; impressions were taken for an upper stay plate. Impression was sent to the lab to fabricate upper stay plate. Patient called after a few days with more questions. An appointment was made on the 18th of December, for a third complimentary consultation. I explained to patient again that I cannot determine the prognosis until the bridge is removed. Patient said she will go for a second opinion and will call us. On December 29, patient called demanding a full refund in the amount of $350.00, which she had paid for the upper stay plate. I told patient that we unfortunately could not refund her the full amount since we have paid the lab and our material for the impressions. We would gladly refund her $150.00 and only deduct the lab and material cost. (I have attached a copy of the lab invoice.) Patient became upset and threatened us. If you don’t refund me the full amount I will go to the Revdex.com. We would like to resolve this case by informing you that the upper stay plate made for Ms. [redacted] was custom made and will not fit any other person and is no use for us. On January 29 2015, we received from [redacted] Paymentech, a Chargeback Document, indicating that our account has been debited in the amount of S350. A copy is attached for your review.

Consumer

Response:

I am rejecting this response because: Although I consider the matter closed since my bank has reversed the charges, I still do not agree with Elk Grove Landing's response. I, too, cannot use the stay plate that was ordered, and I was not informed of other solutions to my problem BEFORE the stay plate was ordered. I also did not sign a contract with the laboratory, I only signed a contract for work to be completed by the dentist. I believe there is a lack of transparency as the office staff would not give me the name or contact information of their "corporate office." I don't believe they have a corporate office and feel I was misled. I believe this office is not forthcoming and does not inform their patients of other options. They also do not inform patients as to which companies are included in the "contracts" they are asked to sign before procedures are complete, or in my case, even started.The dentist made a diagnosis with very little information as the x-rays that were taken were extremely minimal. There was NO discussion before he presented my ONLY option available. This is why I sought out other opinions. Even if the other dentists would have thought that Dr. [redacted]'s diagnosis was correct, they gave me alternatives and included me in the decision as to the best and most cost-effective options.

Consumer

Response:

I am rejecting this response because: Although I consider the matter closed since my bank has reversed the charges, I still do not agree with Elk Grove Landing's response. I, too, cannot use the stay plate that was ordered, and I was not informed of other solutions to my problem BEFORE the stay plate was ordered. I also did not sign a contract with the laboratory, I only signed a contract for work to be completed by the dentist. I believe there is a lack of transparency as the office staff would not give me the name or contact information of their "corporate office." I don't believe they have a corporate office and feel I was misled. I believe this office is not forthcoming and does not inform their patients of other options. They also do not inform patients as to which companies are included in the "contracts" they are asked to sign before procedures are complete, or in my case, even started.The dentist made a diagnosis with very little information as the x-rays that were taken were extremely minimal. There was NO discussion before he presented my ONLY option available. This is why I sought out other opinions. Even if the other dentists would have thought that Dr. [redacted]'s diagnosis was correct, they gave me alternatives and included me in the decision as to the best and most cost-effective options.