Familia Dental

I was very pleased with my dentist and his staff at the Pettit aveplace in fort Wayne, IndianaI am not impressed with the fact that when you want to set up apptsand get information you are talking to someone in the main headquartersAnd unfortunately they are giving me the wrong information, date, location etcwould be much nicer to talk directly to the officeAnd everytime the main headquarters call, they always ask, is there anyone else that needs dental work, or is there anyone in the family that needs bracesWell if that was the case I would of called and let you know that in the first placeI get very annoyed with them asking me that everytime I callsounds like they are so desperate for patients! I think I'll just have to go in person to the dentist I go to and talk to them directly, as I think they are all very knowledgeable in there workThank you, Connie

My unit sent me to get a cavity fixed (not my choice to go here)The dentist stated that he "thinks he got it all out" and to let him know if it bothered memonths later I have to get a root canal done because he didn't get it all out and the root is now infected Thanks a lot This place is only good if you can't speak English, but if you can speak English turn your car and head the opposite way

don't go to Familia dental in Ft.wayne Inthey lie to you to get you in there officethey tell you they take your insand once you come in and start work on you they tell you that you only have accidental insso they can charge you more money than what your inscompany is going to payMy inscompany even called and faxed all proof of my dental coverageYet they had me come back for a second visit and lie to me again?

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ WE APOLOGIZE FOR THIS AND ANY INCONVENIENCE THIS MAY HAVE CAUSEDOUR BILLING DEPARTMENT SPOKE WITH GUARDIAN REGARDING DOS 11/25/WE INFORMED THE INSURANCE THAT FOR THIS DOS, THE PT DID NOT HAVE THE FLUORIDE DONEWE WILL NEED TO HAVE THE INS SUBMIT TO US A REFUND REQUEST FOR THE FLUORIDE AND WE WILL MAKE SURE TO MAKE CORRECTIONS TO THE PATIENT'S ACCOUNT ON OUR END AS WELLTHE INSURANCE AGENT, INFORMED US THAT WE WILL NEED TO SUBMIT A CORRECTED CLAIM WITH A LETTER EXPLAINING THE SITUATION AND THE EOB THAT THEY SENT TO USWE WILL FAX OVER THIS INFORMATION TO [redacted] (ATTN: DENTAL CLAIMS)ONCE RECEIVED, IT WILL TAKE 5-DAYS FOR THIS TO BE PROCESSEDONCE THEY RECEIVE THIS, THEN THEY WILL ISSUE THE REFUND REQUESTON OUR END, WE WILL KEEP THE COMPLAINT OPENED UNTIL THE REFUND IS COMPLETEDIF THE PATIENT HAS ANY QUESTIONS, SHE CAN CONTACT US

I am responding to the complaint that was submitted by the patientThe dentures were delivered on 12/6/I apologize for the time it has taken to deliver the final product, but there are multiple steps needed to complete the denture treatmentWe do not have a in house lab, so any time a patient comes in for impressions or a wax try in, Familia Dental has to ship out materials to our Lab Company in Florida This adds more time to the denture process, which could result in a 2-week turnaroundThe patient was informed about thisWe understand the patient is very anxious to complete the treatment in a timely manner, but we want to ensure the patient is satisfied in the end and is happy with the dentures, which she was by signing the lab delivery consent form on 12/6/

Thank you for taking the time to communicate to us why our services did not meet your expectationsWe at Familia Dental have every desire to address your needs and provide the patient with the best solution available to resolve your issues as soon as possibleAs Mrs [redacted] communicated, the patient had an appt with us on 4/17/to remove the bracesHowever, when we checked eligibility, as we do with every patient to ensure they are still active, we were made aware that the patient's insurance had changed This is the responsibility of Mrs [redacted] to inform us of any changesFamilia dental was never made aware that the patients insurance had changed and have no way of knowing unless the patient informs us of thisDue to the patients State insurance, a active pre auth is required in order to proceed with the treatmentBecause of the insurance change we now had to re submit for a new pre authThe office explained this to the patients mom and she was understandably upsetWe explained that this is something that was out of our control, but she continued to be very disrespectful towards the office and made racial comments towards the DrWe informed mom that we would submit this right away and should only take a couple of business days to hear back from the insuranceThe patient came in on 4/17/and we got the pre auth approval back on 4/19/The patient was notified and the appointment has been scheduledAs mentioned above, we truly apologize for the inconvenience this caused and we did act promptly to ensure this was resolved as quickly as possible Nonetheless, we appreciate the feedback and as it will assist us in becoming better at what we do and ensuring our patients are satisfiedThank you

Initial Business Response / [redacted] (1000, 5, 2017/05/11) */ I would like to begin by apologizing to the patient for the experience at our Fort Wayne location and the inconvenienced this has caused the patientI am responding to the complaint you received from the patientOn 4/20/2017, we spoke to the patients mom and informed her that we had plenty of Nitrous gas available as we had just received a shipment of itAfter assuring the patients mom that there would be no issues with the gas inventory, we offered her son an appointment, which at that point she declined and said she was going to find dental services elsewhereSince they decided not to return, the manager, started the refund process immediately for services that were paid and not renderedPlease keep in mind the office has to follow the proper refund guidelines in order to complete the refund processOnce our Accounting Dept approves the refund, which was approved the following day on 4/21/2017, we just needed to verify the mailing address since the refund would be in the form of a corporate checkWe cannot issue a check until the mailing address is verified, which it was on 4/24/Four days after patient informed us they would no longer be returningPlease also keep in mind that Familia Dental does not issue the refund checkWe process the refund, but our bank is the one that distributes the check once they receive our confirmation that the refund check is ready to be issued and mailed outThis is why we inform our patients that it could take up to 7-business days since the check is mailed out by the bank, not Familia DentalSo the refund process was completed in a timely mannerTo address her daughters partial, I looked at the account and the partial was delivered on 11/30/The patient never called to inform us that she was having any issues with her partial until 4/1/2017, which is when she came in for an appointment for her month check upDuring that appointment the Dr did an adjustment on the partial and patient was satisfiedThe patient needs to keep in mind that an occasional adjustment might be needed/necessary in order to achieve a satisfactory fitShe also signed a Denture Delivery Consent form in which it states that she was satisfied with the partialIf the patient is still feeling discomfort with the partial, we will be more than happy to provide another adjustment until the fit is corrected and the patient is satisfied

Initial Business Response /* (1000, 5, 2015/08/11) */
PT CALLED US AND *** (PATIENT CARE) WAS ABLE TO ADDRESS THE COMPLAINT BASED ON THE CLINICAL NOTESPT HAS AGREED TO COME BACK TO TAKE THE XRAYS THAT ** *** WAS REQUESTING*** LET THE PT KNOW THAT WITHOUT THE XRAYS WE CANNOT PROCEED WITH
THE RCTTHE EYE CAN ONLY SEE SO MUCH SO THAT IS WHY THOSE XRAYS ARE IMPORTANTBASED ON THE XRAYS THE DR CAN DETERMINE IF THEY CAN DO THE RCT OR WILL NEED TO REFER THE PT OUTPT UNDERSTOOD AND AGREED TO COME IN*** ADVISED TO ASK THE DR ANY QUESTIONS OR CONCERNS AS FAR AS WHAT THE NEXT STEP WILL BE AND/OR IF A PRE AUTH WILL HAVE TO BE SUBMITTED ETCWE WANT HER LEAVING THE APPOINTMENT SATISFIED AND UNDERSTANDING THE CLINICAL SIDE OF THE APPTPT WAS VERY HAPPY WITH THE FOLLOW UP AND THANKED ME FOR HELPING HER WITH THE COMPLAINTI LET PT KNOW IF SHE HAS ANY OTHER QUESTIONS OR CONCERNS SHE HAS MY CONTACT INFO

Initial Business Response /* (1000, 5, 2016/04/19) */
Good Afternoon, I am very sorry to hear about Ms ***'s experience at our Peoria OfficeWe apologize for any inconvenience this has caused, but we thank you for the feedback since this will help us make improvements at our officeWith that
being said, we do have a Insurance Dept that verifies all patient benefitsSince Ms *** came in on a Saturday, our Insurance dept is not available on the weekendsWe had to wait until Monday to verify patient benefitsOnce we have the benefits we submit the claim to the insurance and wait for the claim to be processed and paidOnce this occurs then we can refund the patientThis is a process and once we submit the claim it is out of our hands as we have to wait for payment from the insuranceMs *** was contacted yesterday, 4/18/2016, but was unavailableWe were able to get a hold of her today, 4/19/to inform her the refund was processed today and ready to be credited to her accountI did get confirmation that Ms *** did come in to the office today and the refund amount was credited to her credit cardOnce again, we apologized for the time it took to resolve this and appreciate Ms ***'s feedback

Initial Business Response /* (1000, 11, 2015/08/27) */
Contact Name and Title: erin ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@familiadental.com
This patient was seen originally for orthodontic services in August of In May the patient was fitted with bracesWhen the
patient's mother contacted the office five days later, the orthodontist was not in the office for a consultation and repairThe repair was done in the office the day of the callThe patient was due to be seen in the following month for the first adjustmentOn the day of the appointment, the patient came to the appointment with another family member who was not approved due to HPPAA laws to be a conusulting guardian and thus Familia Dental was not able to work on the patientUnfortunately, these are federal regulations, not Familia regulationsAt that point she was already interested in taking the braces off, but without an approved guardian present, Familia was unable to perform the required servicesThe patient's mother has requested a full refund of $1202.00, $of which was for another child on whom services were not performedThis $has already been refunded to the parent prior to this complaintAt issue is the additional $as well as the amount of $paid by the insurance companyThis amount must be discussed with the insurance company and would not at any time be refunded directly to the patient as it was paid by the insurance companyThis leaves the remaining $which was paid for the work performedAs an accommodation to the patient, we will refunded based on the form of payment receivedieif care credit was administered for payment, the refund would be made to care credit
Unfortunately, when braces are applied, the adjustments must be done in a timely manner in order for progress to be seenFamilia Dental has advised the patient's mother on numerous occasions that we can clip wires should the patient experiencing painThe patient's mother has thus far refused this offerMother has stated she will not bring back the child for further services including the de-bonding that was requested initially after less than one month with bracesThere, however, is a fee for this service and based on the complaint we are reading and several conversations with the parent, she will be pursuing business with another doctorWe are hopeful she can have a satisfactory experience with another orthodontist
OFFER:
$will be refunded to form of payment used when originally charged
$will pursued with the insurance company for a resolution
Initial Consumer Rebuttal /* (3000, 13, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not in complete agreement with these statements or this offerMany of the statements are incorrectFirst & foremost, I requested $1,which is the total of the $that was paid via MY Care Credit credit card AND the $that was paid by my insurance company, Delta DentalThis DOES NOT INCLUDE the already refunded $That amount was requested back, as no work had been done on my youngest childHad it been a part of the initial request, the total would have been: $1,502! READ MY PREVIOUS REQUEST, it states clearly: "I am seeking the complete & full refund of $1,202, which includes my $out-of-pocket deposit payment and $that my insurance company (Delta Dental) paid out, including any other payments that my insurance company made,..." Furthermore, many details are left out, which again make the situation seem less of an issue than it really has becomeThe statement about the agency offering to clip any loose wires is also not accurate...this was also one of the reasons for me no longer wanting to utilize Familia Dental's services! Besides, what is clipping loose wires suppose to cure now? SHE STILL HAS THE BRACES ON & I'M BEING TOLD THAT LEGALLY, NO OTHER DENTIST IS SUPPOSED TO REMOVE THEM! Which now leads me to this point, when I asked for them to be de-bonded at what should have been her first adjustment appointment, the services was refused, siting HPPA; however, I had informed the staff prior to that appointment that my sister would bring in my child for this appointment and they said this would not be a problem and NO PAPERWORK WAS PROVIDED for me to sign to say that she shold be allowed to bring her...THEY SAID THAT WOULD NOT BE AN ISSUE!!! I explained that I would be out of the country and unable to attend & THEY SAID THAT WOULD NOT BE AN ISSUE! I feel this could also have been a situation that could have been avoided, should they have checked my daughter's file to be certain all pertinent documents were there to allow my sister to bring her to the appointmentNow, we are here, still discussing a problem that could have been resolved back in May or even June and now it is days before SeptemberThis is very dishearteningI feel I am now stuck and so is my daughterAnother bracket came off days ago at school and her tooth continues to cause her painI am being offered the $deposit, but still not resolution for the $that was paid by insuranceThis still means that her insurance coverage for any future orthodontists is much less, $less coverage nowThis makes it difficult for me to secure another orthodontist b/c that is more money that I will have to pay out-of-pocket until this is resolvedNow, not only that, I am left with the dilemma of finding a orthodontist willing to remove her braces b/c as I stated previously, I have been told numerous times that they LEGALLY CANNOT REOMOVE or bother another orthodontists work?! Now this is confusing for me b/c one moment I am told there will be a debonding fee, but then told not just any orthodontist can debond? I don't understand this, as this to me is like saying if I had trouble w/ any other type of doctor, be it medical, dental or whomever, I MUST RETURN TO THEM for services, despite any problems I may have had? I am feeling that I may be out of the aprox $fee for debonding also, should I find someone else willing to remove the bracesTherefore, no, this is not an acceptable resolutionNow, I will gladly close my claim with a return of the $1,That includes the $paid from my Care Credit credit card, the $paid by Delta Dental & the same deal I had been offered $for debonding
It should also be noted that I received a missed phone call & email from Erika Diaz on 8/27/I did not realize that I was not to respond to her, only to this formal complaintHowever, it should be noted that I still did not accept her offerHere is the email communication from her: Good afternoon,
I tried contacting you via telephone, but did not get an answerAs a result, I am following up my phone call with this emailAfter the complaint/ account was reviewed by higher management once again, a refund of $was approved back to youIn order to process the refund we do need you to stop by the office to sign a mutual release formAs far as the amount received from the insurance, I am still waiting on feedback from my billing department to determine what actions need to be takenI will follow up with you once I receive feedback but please feel free to contact me if you have any questions
I would like to apologize for any inconvenience and thank you for your feedback since this does help us improve our services and provide high quality care
Sincerely,
Érika ***
Team Leader
Patient Care Department
Familia Dental LLC
XXX-XXX-XXXX
Ext:
Here is my email response: I was in a meeting at work & noticed a missed call, but no voicemail was leftI then attempted to reach you by phone alsoI have left you a voicemailThank you
Sent from my iPhone
I am unaware of any further attempts to reach me by phone or email since thenSo,maybe she also should not have been trying to reach me outside of this complaint?
Ms*** asked me in her email to sign a mutual release formHowever, I am not comfortable with that unless I know for certain the $will be refunded to my insurance claim/account and that I am able to find a source to remove/debond my daughter's bracesI was not given any other option, but to return to the same orthodontist from which the issue(s) beganThis to me, is unfairI was never offered another dentist to go to for the debonding, even within Familia DentalI was informed by a Delta Dental representative that should this not be resolved on my own, they will gladly assist as wellSo, again, I would like it very much to be able to go on with the peace of mind that Familia Dental did the right thingNow, lets please resolve this
Final Business Response /* (4000, 15, 2015/09/04) */
Contact Name and Title: Erin *** Dtr
Please refer to our previous response of 8/wherein we replied that we would refund the $and additionally refund the $to the insurance company of recordIn your response on the 28th of August, you reject this office and request exactly what we have offeredAdditionally, upon follow-up, Erika Diaz on 8/emailed that your requests were being approved in an effort to facilitate your transfer to the orthodontist you chose for further careIt is entirely legal for another orthodontist to de-bond your child and begin againWe wish to reiterate per our previous response that your insurance portion is indeed being refunded to your insurance company so that your benefits are not effectedOn numerous occasions in your previous responses you have advised us you would not return to have our orthodontist do further work and thus we did not offer any further treatment beyond the requested de-bond treatment for which there is a feeShould you choose to utilize familia dental for this service, as previously stated, there will be a feeOur goal is come to a resolution and every effort has been made via both the Revdex.com and Familia Dental customer care advocate to address your situationThis situation can be addressed to either the Revdex.com or our customer care advocate and not necessarily only to the Revdex.comYou are welcome to reach out again to Erika *** and she has made every attempt to reach out to you for a resolutionLastly, in order to process the refund you must sign the mutual release form that Erika has mentioned previouslyThis will allow us to refund all your monies and mutually agree that we have resolved the situation with regard to refund requestedYou may contact the office manager at the FtWayne office to sign the form, you needn't have an appointment in order to do this
OFFER:

Initial Business Response /* (1000, 5, 2015/10/14) */
I am so very sorry to here about Ms ***'s experience in regards to her denturesI just spoke with her yesterday (10/13/2015) in regards to her denturesI informed Ms ***'s that I spoke with our Lab and they confirmed that her
dentures were sent out and should be arriving any day nowI also asked Ms *** if she was informed about the process of dentures and the wait time when she first came to FamiliaShe stated that all the steps were properly explained to her on her visit on 6/29/for the denturesThis process could take up to visits to make sure that the patient is happy with the resultsOnce the office receives her labs they will contact her immediately so she can come to the office for the delivery of her labs
Initial Consumer Rebuttal /* (3000, 12, 2015/11/02) */
I could not access my email in Boston, but this was not satisfiedFour months to get a pair of dentures just doesn't happenI've spoke to several people who have went there to get theirs and got them within 1/to monthsSo I finally got them yesterday, Oct 30th, and had to take them back to office because front tooth was looseI didn't even get to wear them hours!! I am very dissatisfied with their service and labAnd I asked the doctor today if she would put a rush on them and she said no, that they will be here in two weeks! Wow! After waiting four months and can't put a rush on them?
Final Business Response /* (4000, 14, 2015/11/05) */
Once again, I would like to apologize for the inconvenience the denture procedure has caused Ms ***As previously stated, there are numerous steps involved when it comes to fabricating the denturesThis also includes addtional time we had to wait for Ms ***'s insurance to approve the denture treatment in order to move forwardThe dentures were delivered on 10/30/and Ms *** was satisfiedShe did have to return next day due to a tooth becoming loose on the dentureThe denture was sent back out immediately for repairMs *** is aware of the turn around it takes to get the dentures backOnce the office receives her labs they will contact Ms *** immediately for the delivery of her labs
Final Consumer Response /* (3000, 21, 2015/12/09) */
This still is not overIt took over three weeks to get my top denture back after a tooth become looseI have had them not quite two weeks and the same tooth has become loose againI called and filed a complaint and the lady said they would get back to me within 24-hoursIts now been four days and I still haven't heard from themThey don't care about their customers!

Initial Business Response /* (1000, 8, 2017/04/14) */
I would like to begin by apologizing to the patient for the excessive calls from our Corporate office and the inconvenience this has caused herI did investigate and saw calls were placed in March One on 3/8/and the last one on
3/29/The patient was still coming up active on our call list and that is why she was still receiving calls from Familia DentalI have removed the patient from our call list and deactivated the account as well so she will no longer be receiving calls from Familia DentalI apologize again that her request to be removed from our call list was not submitted correctly, but I assure you it has been resolvedThank you for bringing this to our attention
Initial Consumer Rebuttal /* (2000, 10, 2017/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long As the calls stop I will be satisfied, that is all I wanted to begin with

Initial Business Response /* (1000, 5, 2015/09/08) */
WE APOLOGIZE FOR THIS AND ANY INCONVENIENCE THIS MAY HAVE CAUSED. OUR BILLING DEPARTMENT SPOKE WITH GUARDIAN REGARDING DOS 11/25/2015. WE INFORMED THE INSURANCE THAT FOR THIS DOS, THE PT DID NOT HAVE THE FLUORIDE DONE. WE WILL NEED TO HAVE THE...

INS SUBMIT TO US A REFUND REQUEST FOR THE FLUORIDE AND WE WILL MAKE SURE TO MAKE CORRECTIONS TO THE PATIENT'S ACCOUNT ON OUR END AS WELL. THE INSURANCE AGENT, INFORMED US THAT WE WILL NEED TO SUBMIT A CORRECTED CLAIM WITH A LETTER EXPLAINING THE SITUATION AND THE EOB THAT THEY SENT TO US. WE WILL FAX OVER THIS INFORMATION TO [redacted] (ATTN: DENTAL CLAIMS). ONCE RECEIVED, IT WILL TAKE 5-7 DAYS FOR THIS TO BE PROCESSED. ONCE THEY RECEIVE THIS, THEN THEY WILL ISSUE THE REFUND REQUEST. ON OUR END, WE WILL KEEP THE COMPLAINT OPENED UNTIL THE REFUND IS COMPLETED. IF THE PATIENT HAS ANY QUESTIONS, SHE CAN CONTACT US.

Thank you for taking the time to communicate to us why our services did not meet your expectations. We at Familia Dental have every desire to address your needs and provide the patient with the best solution available to resolve your issues as soon as possible. As Mrs [redacted] communicated, the...

patient had an appt with us on 4/17/18 to remove the braces. However, when we checked eligibility, as we do with every patient to ensure they are still active, we were made aware that the patient's insurance had changed.  This is the responsibility of Mrs [redacted] to inform us of any changes. Familia dental was never made aware that the patients insurance had changed and have no way of knowing unless the patient informs us of this. Due to the patients State insurance, a active pre auth is required  in order to proceed with the treatment. Because of the insurance change we now had to re submit for a new pre auth. The office explained this to the patients mom and she was understandably upset. We explained that this is something that was out of our control, but she continued to be very disrespectful towards the office and made racial comments towards the Dr. We informed mom that we would submit this right away and should only take a couple of business days to hear back from the insurance. The patient came in on 4/17/18 and we got the pre auth approval back on 4/19/2018. The patient was notified and the appointment has been scheduled. As mentioned above, we truly apologize for the inconvenience this caused and  we did act promptly to ensure this was resolved as quickly as possible.  Nonetheless, we appreciate the feedback and as it will assist us in becoming better at what we do and ensuring our patients are satisfied. Thank you

Initial Business Response /* (1000, 7, 2016/04/20) */
I am very sorry to hear about Mrs. [redacted]'s experience at our Fort Wayne office in regards to her daughter's Orthodontic treatment. Mrs. [redacted] stated she signed the Ortho contract not realizing what her monthly payments were going to be....

It is the responsibility of the parent to read what they're signing. By signing the contract, she agreed to the monthly payments. If Mrs. [redacted] had any questions or concerns regarding her monthly payments she should have addressed them before signing the contract. We do advertise low monthly payments, but it does not state on our flyer that the monthly payments are [redacted] Our flyer states "As low as". The monthly payments are determined based on the total cost of the Orthodontic service. Since we understand the total cost is not a small amount, we offer our patients the option to defer the amount in monthly payments, which are interest free. The number of months is determined by the estimated amount of time the treatment will take to complete. This is an estimate, and is subject to change as issues may arise during the treatment. The patient was bonded on Jan 21, 2016 and Mrs [redacted] did pay the down payment. However, no other payments have been made and she is 3 months behind. Contrary to what Mrs. [redacted] stated, that we refuse to work with her, we do work with our patients to bring their account balance up to date, which would require the patient to pay at least half of their past balance due. As this is not an acceptable option, Mrs. [redacted]'s has chosen to remove the braces. Since this is a service that will be rendered there is a fee involved. We apologize again for any inconvenience this has caused.
Initial Consumer Rebuttal /* (3000, 9, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry but when I tried to call they told me I had to pay the entire payment before harley could be seen and I do have witnesses to this conversation. She absolutely refused to work with us. They never once offered to do the half payment we had the money for the half payment at that time. The only reason we are now 3 months behind is because we have reached the third month. When I originally called it was that month but the manager was out of town for her mother's death. It took a week and half for her to get back with me and when she did I was refused paying half at that time and then paying the other half 2 weeks later.I am upset that they would lie. I was blatantly told no that we don't work with patients.

Initial Business Response /* (1000, 5, 2017/05/11) */
I would like to begin by apologizing to the patient for the experience at our Fort Wayne location and the inconvenienced this has caused the patient. I am responding to the complaint you received from the patient. On 4/20/2017, we spoke to the...

patients mom and informed her that we had plenty of Nitrous gas available as we had just received a shipment of it. After assuring the patients mom that there would be no issues with the gas inventory, we offered her son an appointment, which at that point she declined and said she was going to find dental services elsewhere. Since they decided not to return, the manager, started the refund process immediately for services that were paid and not rendered. Please keep in mind the office has to follow the proper refund guidelines in order to complete the refund process. Once our Accounting Dept approves the refund, which was approved the following day on 4/21/2017, we just needed to verify the mailing address since the refund would be in the form of a corporate check. We cannot issue a check until the mailing address is verified, which it was on 4/24/2017. Four days after patient informed us they would no longer be returning. Please also keep in mind that Familia Dental does not issue the refund check. We process the refund, but our bank is the one that distributes the check once they receive our confirmation that the refund check is ready to be issued and mailed out. This is why we inform our patients that it could take up to 7-10 business days since the check is mailed out by the bank, not Familia Dental. So the refund process was completed in a timely manner. To address her daughters partial, I looked at the account and the partial was delivered on 11/30/2016. The patient never called to inform us that she was having any issues with her partial until 4/1/2017, which is when she came in for an appointment for her 6 month check up. During that appointment the Dr did an adjustment on the partial and patient was satisfied. The patient needs to keep in mind that an occasional adjustment might be needed/necessary in order to achieve a satisfactory fit. She also signed a Denture Delivery Consent form in which it states that she was satisfied with the partial. If the patient is still feeling discomfort with the partial, we will be more than happy to provide another adjustment until the fit is corrected and the patient is satisfied.

don't go to Familia dental in Ft.wayne In. they lie to you to get you in there office. they tell you they take your ins. and once you come in and start work on you they tell you that you only have accidental ins. so they can charge you more money than what your ins. company is going to pay. My ins. company even called and faxed all proof of my dental coverage. Yet they had me come back for a second visit and lie to me again?

My unit sent me to get a cavity fixed (not my choice to go here). The dentist stated that he "thinks he got it all out" and to let him know if it bothered me. 6 months later I have to get a root canal done because he didn't get it all out and the root is now infected. Thanks a lot. This place is only good if you can't speak English, but if you can speak English turn your car and head the opposite way.

I am responding to the complaint that was submitted by the patient. The dentures were delivered on 12/6/2017. I apologize for the time it has taken to deliver the final product, but there are multiple steps needed to complete the denture treatment. We do not have a in house lab, so any time a...

patient comes in for impressions or a wax try in, Familia Dental has to ship out materials to our Lab Company in Florida   This adds more time to the denture process, which could result in a 2-3 week turnaround. The patient was informed about this. We understand the patient is very anxious to complete the treatment in a timely manner, but we want to ensure the patient is satisfied in the end and is happy with the dentures, which she was by signing the lab delivery consent form on 12/6/2017.

I was very pleased with my dentist and his staff at the Pettit ave. place in fort Wayne, Indiana. I am not impressed with the fact that when you want to set up appts. and get information you are talking to someone in the main headquarters. And unfortunately they are giving me the wrong information, date, location etc. would be much nicer to talk directly to the office. And everytime the main headquarters call, they always ask, is there anyone else that needs dental work, or is there anyone in the family that needs braces. Well if that was the case I would of called and let you know that in the first place. I get very annoyed with them asking me that everytime I call. sounds like they are so desperate for patients! I think I'll just have to go in person to the dentist I go to and talk to them directly, as I think they are all very knowledgeable in there work. Thank you, Connie