Gateway Dental Group

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Customer service is important to Gateway Dental Group and we strive to ensure our patients are happy with all aspects of treatmentIt is unfortunate that Mr [redacted] is dissatisfied with his experience at our office Please be assured, Gateway Dental Group strictly adheres to all *** guidelines regarding the cleanliness of our officeWe respectfully disagree with Mr [redacted] s’ assertion that our office was not up to these standards We understand that Mr [redacted] felt he was left with unanswered questions regarding his proposed treatment Plan We would be happy to set an appointment for Mr [redacted] to return to discuss his concerns Regarding Mr [redacted] ’s concern that his cleaning was not performed at his first visit, it is standard practice for the initial visit to be set for an examination without additional treatment so that we can determine the appropriate type of cleaning and/or other treatment the patient will requireIn this way we can schedule the appropriate amount of time for the treatment needed In closing, Gateway Dental Group strictly follows all [redacted] guidelines regarding cleanlinessIf Mr [redacted] has any questions regarding the treatment that has been recommended we would be happy to assist him

On 2/25/*** [redacted] came in for her check up and cleaning The notes state she had a full cleaning with the exception of tooth numbers 14, 15, and due to sensitivity in that areaOur hygienist informed [redacted] she could have anesthetic placed in that area to finish the cleaning and the patient declinedOn 3/25/ [redacted] came in for the final crown seat on tooth number [redacted] did not return to our office after the seat until she came in for the consult on 5/27/for an extraction consult with Dr [redacted] , recommended by the Endodontist [redacted] called our office the second week of May requesting to see Dr [redacted] who was her Doctor of record She was informed that Dr [redacted] was no longer with our practiceShe stated that she is having a problem with a tooth that was recently treated with an endodonic procedureShe was asked if she would like to see Dr [redacted] She declinedShe was then informed that, if Dr [redacted] wasn't an option then she could return back to the Endodontist to see if there was a problem with the tooth they had treated, which would be tooth number On May 20th 2016, [redacted] called our office requesting an appointment for an extraction of tooth #16, which is located distal to tooth number [redacted] stated that accor [redacted] to the Endodontist this tooth number could possibly be the tooth that is causing her pain, due to the location and possibility of decay [redacted] wanted to schedule the extraction same day and discussed with front desk about the procedure and what to expectShe was informed about a sedation option in the office and was appointed for a consult [redacted] stated she was tired of the pain and just wanted the procedure to be doneShe then realized her insurance was not going to kick in until June 1stShe was informed that she would be responsible for all fees without insuranceShe opted for the consult and decided to wait on treatment until June 1st, so that her insurance would pay for part of the procedureWe contacted [redacted] prior to her appointment on May 27th and at that time [redacted] asked how much the procedure for the extraction would be without insuranceWe agreed to honor the fee for her insurance, a discounted rate, since she was an existing patient and was in pain, she decided to accept treatment extracting tooth number She was asked if she would like our sedation option for the procedure and declined [redacted] arrived on time for her appointment on May 27th We informed her about the procedure and Dr [redacted] will have a discussion with her as wellThe findings were that she could have a filling placed on tooth #or extract tooth #There was an assessment of crown number as requested by the EndodontistThere were no physical abnormalities found, it was seated well, pleasing esthetically and in correct occlusionA periodontal infection was found in the area and antibiotics were prescribed since the patient indicated she was leaving town for the weekend and we didn't want an infection flare up in her wisdom tooth [redacted] was reluctant to extract any teeth the day of the appointmentAfter much discussion [redacted] opted to reappoint when all four wisdom teeth could be removed at the same timeOn June 1st we received a call from Floss dental office requesting dates on xrays taken for ***At 4:45pm we received a phone call from [redacted] saying what poor care she has received in our office and with Dr [redacted] because there was cement left in her tooth found by another dental office and she was unhappyShe demanded a refund of the amount she paid for the crown the payment for her antibiotic, and the fees she paid to Floss dental office, and she wanted payment by 5pm the next dayShe stated she was at the point of getting a lawyer because of the horrible care she has received in our office

[redacted] / [redacted] [redacted] presented to our office Saturday, April 2, 2016, complaining of pain in no 6, upper right canineAn exam and x-ray was completed, with diagnose of abscess, nee [redacted] Endodontic treatment(root canal)Diagnosis and treatment was explained and consent in writing obtainedA pulpectomy was performed to remove the pulp and infection from the toothThe procedure was completed uneventfully and Amoxicillin (antibiotics) prescribedThe patient was reappointed for April 13, as this was the first available day at the patient's requestWe did not receive further communication from the patient until April 13, the day of her appointment On April 12, we called the patient to remind her of her appointmentWe left a message remin [redacted] her of the 10:am scheduleThe next day, April 13, we again called the patient, and sent a text, to check the status of her appointmentShe returned a text asking us to cancel her appointmentShe was informed of the $appointment feeHer husband, [redacted] , then called saying he made multiple attempts to call our office to cancel the appointment and was not successful Mr [redacted] called our office the day of the initial visit inquiring about pain medicineHe called fifteen minutes prior to closingSince he was unable to come in before closing it was recommended the patient take Ibuprofen and or Tylenol Mr [redacted] says the patient had to go to an emergency room for treatment; that the patient's face swelled to twice her sizeThe patient, or Mr [redacted] , did not inform us of any complications and did not keep the appointment for which she was scheduledAs for getting a stronger antibiotic I must point out that antibiotics do not operate as Mr [redacted] describesAmoxicillin is the medication of choice for dental abscess unless allergicIf a patient entered an emergency room with symptoms described by Mr [redacted] they would have admitted her to a hospital Our office has three land line telephone numbers, fax, voice mail, text service, and emailIncoming calls to our office have telephone numbers recorded in our phone logNone of the telephone numbers used by the [redacted] appears on our log and no voice messages were left To investigate this case properly we need to know the name of the pharmacy the [redacted] used to fill the Amoxicillin prescription, the date and emergency facility used to treat Ms [redacted] The dates and numbers used to call our office The [redacted] 's made an appointment for dental services in our office and failed to keep that appointment without notifying us that they were unable to do soOur Policy is a service charge to off set the cost of lost time that another patient could use for an appointment, and setup and sterilization costs associated with the failed appointmentThis policy is posted in a conspicuous place in our office and was told to the patient when she returned our callWe can find no reason to credit this $chargeMr [redacted] made it clear that he would use a threat to file a complaint unless we complied with his demand Note: Before this reply to Revdex.com could be completed the patient paid for the late cancellation fee which we received by mail 4/22/However, we felt it necessary to respond to the allegations filed

Our records reflect a release has not been executed authorizing anyone to speak to you regarding *** ***Pursuant to the Health Insurance Portability and Accountability Act of 1996, no specifics regarding Mr*** may be provided to youIf Mr*** would forward an appropriately executed
HIPAA release, Folsom Dentistry and Orthodontics and its affiliated practitioners would be happy to respond to the complaint Mr*** filed with the Revdex.com. Folsom Dentistry and Orthodontics is committed to providing quality service and achieving the highest service standardsOne of the ways in which we continue to improve our service is by listening and responding to the views of our patientsAs such, upon receipt of an appropriately executed HIPAA release, we look forward to the opportunity to provide substantive response in this matter

This dentist office staff primary concern is booking appointments not pleasing the patientThey do not keep true to their agreements, the office itself is a hole in the wall in a, strip mall DrPotter is a mediocre dentist at best He was very uncomfortable while working on my teeth with no regard to my discomfort My final visit I waited an hour and a half (no problem I get it they were busy) however when u finally saw Potter he said "this will take an hr, can u come back another day we have a waiting room full" he needed to shave a bone spur for a tooth he previously extracted for me and saw he would make more money tending to the waiting room then me a follow up procedure which was already paid I was in pain and he sent me away with no pain meds either, this has to be considered Mal practice

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted]   [redacted] presented to our office Saturday, April 2, 2016, complaining of pain in no 6, upper right canine. An exam and x-ray was completed, with diagnose of abscess, nee[redacted] Endodontic treatment(root...

canal). Diagnosis and treatment was explained and consent in writing obtained. A pulpectomy was performed to remove the pulp and infection from the tooth. The procedure was completed uneventfully and Amoxicillin (antibiotics) prescribed. The patient was reappointed for April 13, as this was the first available day at the patient's request. We did not receive further communication from the patient until April 13, the day of her appointment.   On April 12, we called the patient to remind her of her appointment. We left a message remin[redacted] her of the 10:00 am schedule. The next day, April 13, we again called the patient, and sent a text, to check the status of her appointment. She returned a text asking us to cancel her appointment. She was informed of the $35 appointment fee. Her husband, [redacted], then called saying he made multiple attempts to call our office to cancel the appointment and was not successful.   Mr. [redacted] called our office the day of the initial visit inquiring about pain medicine. He called fifteen minutes prior to closing. Since he was unable to come in before closing it was recommended the patient take Ibuprofen and or Tylenol.   Mr [redacted] says the patient had to go to an emergency room for treatment; that the patient's face  swelled to twice her normal size. The patient, or Mr. [redacted], did not inform us of any complications and did not keep the appointment for which she was scheduled. As for getting a stronger antibiotic I must point out that antibiotics do not operate as Mr. [redacted] describes. Amoxicillin is the medication of choice for  dental abscess unless allergic. If a patient entered an emergency room with symptoms described by Mr [redacted] they would have admitted her to a hospital.   Our office has three land line telephone numbers, fax, voice mail, text service, and email. Incoming calls to our office have telephone numbers recorded in our phone log. None of the telephone numbers used by the [redacted] appears on our log and no voice messages were left.   To investigate this case properly we need to know the name of the pharmacy the [redacted] used to fill the Amoxicillin prescription, the date and emergency facility used to treat Ms [redacted]. The dates and numbers used to call our office.   The [redacted]'s made an appointment for dental services in our office and failed to keep that appointment without notifying us that they were unable to do so. Our Policy is a service charge to off set the cost of lost time that another patient could use for an appointment, and setup and sterilization costs associated with the failed appointment. This policy is posted in a conspicuous place in our office and was told to the patient when she returned our call. We can find no reason to credit this $35 charge. Mr [redacted] made it clear that he would use a threat to file a complaint unless we complied with his demand.     Note: Before this reply to Revdex.com could be completed the patient paid for the late cancellation fee which we received by mail 4/22/2016. However, we felt it necessary to respond to the allegations filed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not accept the business response, everything they mention was in accurate, it was a very unprofessional office and would not be returning. I would appreciate to be re imbursed to my insurance so that way once I go to another dentist it will cover my complete exam.
Regards,
[redacted]

On 2/25/2016 [redacted] came in for her check up and cleaning . The notes state she had a full cleaning  with the exception of tooth numbers 14, 15, and 16 due to sensitivity in that area. Our hygienist informed [redacted] she could have anesthetic placed in that area to finish the...

cleaning and the patient declined. On 3/25/2016 [redacted] came in for the final crown seat on tooth number 15. [redacted] did not return to our office after the seat until she came in for the consult on 5/27/2016 for an extraction consult with Dr. [redacted], recommended by the Endodontist. [redacted] called our office the second week of May requesting to see Dr. [redacted] who was  her Doctor of record.  She was informed that Dr. [redacted] was no longer with our practice. She stated that she is having a problem with a tooth that was recently treated with an endodonic procedure. She was asked if she would like to see Dr. [redacted]. She declined. She was then informed that, if Dr. [redacted] wasn't an option then she could return back to the Endodontist to see if there was a problem with the tooth they had treated, which would be tooth number 15. On May 20th  2016, [redacted] called our office requesting an appointment for an extraction of tooth #16, which is located distal to tooth number 15. [redacted] stated that accor[redacted] to the Endodontist this tooth number 16 could possibly be the tooth that is causing her pain, due to the location and possibility of decay. [redacted] wanted to schedule the extraction same day and discussed with front desk about the procedure and what to expect. She was informed about a sedation option in the office and was appointed for a consult. [redacted] stated she was tired of the pain and just wanted the procedure to be done. She then realized  her insurance was not going to kick in until June 1st. She was informed that she would be responsible for all fees without insurance. She opted for the consult and decided to wait on treatment until June 1st, so that her insurance would pay for part of the procedure. We contacted [redacted] prior to her appointment  on May 27th and at that time [redacted] asked how much the procedure for the extraction would be without insurance. We agreed to honor the fee for her insurance, a discounted rate, since she was an existing patient and was in pain, she decided to accept  treatment  extracting tooth number 16.  She was asked if she would like our sedation option for the procedure and declined. [redacted] arrived on time for her appointment on May 27th . We informed her about the procedure and Dr. [redacted] will have a discussion with her as well. The findings were that she could have a filling placed on tooth #16 or extract tooth #16. There was an assessment of crown number 15 as requested by the Endodontist. There were no physical abnormalities found,  it was seated well, pleasing esthetically and in correct occlusion. A periodontal infection was found in the area and antibiotics were prescribed since the patient indicated she was leaving town for the weekend and we didn't want an infection flare up in her wisdom  tooth. [redacted] was reluctant to extract  any teeth the day of the appointment. After much discussion [redacted] opted to reappoint when all four wisdom teeth could be removed at the same time. On June 1st we received a call from Floss dental office requesting dates on xrays taken for [redacted]. At 4:45pm we received a phone call from [redacted] saying what poor care she has received in our office and with Dr. [redacted] because there was cement left in her tooth found by another dental office and she was unhappy. She demanded a refund of the amount she paid for the crown  the payment for her antibiotic, and the fees  she paid to Floss dental office, and she wanted payment by 5pm the next day. She stated she was at the point of getting a lawyer because of the horrible care she has received in our office.

Customer service is important to Gateway Dental Group and we strive to ensure our patients are happy with all aspects of treatment. It is unfortunate that Mr. [redacted] is dissatisfied with his experience at our office.
Please be assured, Gateway Dental Group strictly adheres to all [redacted]...

guidelines regarding the cleanliness of our office. We respectfully disagree with Mr. [redacted]s’ assertion that our office was not up to these standards.
We understand that Mr. [redacted] felt he was left with unanswered questions regarding his proposed treatment Plan.  We would be happy to set an appointment for Mr. [redacted] to return to discuss his concerns.
Regarding Mr. [redacted]’s concern that his cleaning was not performed at his first visit, it is standard practice for the initial visit to be set for an examination without additional treatment so that we can determine the appropriate type of cleaning and/or other treatment the patient will require. In this way we can schedule the appropriate amount of time for the treatment needed.
In closing, Gateway Dental Group strictly follows all [redacted] guidelines regarding cleanliness. If Mr. [redacted] has any questions regarding the treatment that has been recommended we would be happy to assist him.

Gateway Dental Group truly regrets that Mr. [redacted] remains dissatisfied with
his experiance at our office and has refused to return to discuss any concerns he may have.
Uon a revuew of Mr. [redacted]'s account it appears we have received a payment from his
insurance company for the full mouth x-ray taken during his visit.  As this service was
rendered we are unable to comply with his request for a refund.  However, we are happy
to forward a copy of Mr. [redacted]'s x-rays to the dental office of his choice at no additional
cost upon receipt of a written request for records.
In closing, customer service is important to Gatewat Dental Group and we strive to
ensure our patients are happy with all aspects of treatment.  We remain willing to discuss
Mr. [redacted]'s concerns regarding his treatment recomendations should he wish to return.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not accept the business response, everything they mention was in accurate, it was a very unprofessional office and would not be returning. I would appreciate to be re imbursed to my insurance so that way once I go to another dentist it will cover my complete exam.

Regards,

Gateway Dental Group truly regrets that Mr. [redacted] remains dissatisfied with

his experiance at our office and has refused to return to discuss any concerns he may have.

Uon a revuew of Mr. [redacted]'s account it appears we have received a payment from his

insurance company for the full mouth x-ray taken during his visit.  As this service was

rendered we are unable to comply with his request for a refund.  However, we are happy

to forward a copy of Mr. [redacted]'s x-rays to the dental office of his choice at no additional

cost upon receipt of a written request for records.

In closing, customer service is important to Gatewat Dental Group and we strive to

ensure our patients are happy with all aspects of treatment.  We remain willing to discuss

Mr. [redacted]'s concerns regarding his treatment recomendations should he wish to return.

Customer service is important to Gateway Dental Group and we strive to ensure our patients are happy with all aspects of treatment. It is unfortunate that Mr. [redacted] is dissatisfied with his experience at our office.

Please be assured, Gateway Dental Group strictly adheres to all [redacted]...

guidelines regarding the cleanliness of our office. We respectfully disagree with Mr. [redacted]s’ assertion that our office was not up to these standards.

We understand that Mr. [redacted] felt he was left with unanswered questions regarding his proposed treatment Plan.  We would be happy to set an appointment for Mr. [redacted] to return to discuss his concerns.

Regarding Mr. [redacted]’s concern that his cleaning was not performed at his first visit, it is standard practice for the initial visit to be set for an examination without additional treatment so that we can determine the appropriate type of cleaning and/or other treatment the patient will require. In this way we can schedule the appropriate amount of time for the treatment needed.

In closing, Gateway Dental Group strictly follows all [redacted] guidelines regarding cleanliness. If Mr. [redacted] has any questions regarding the treatment that has been recommended we would be happy to assist him.

Review: Refund requests going un answered.

I went to Gateway Dental and needed tons of work... The told me I needed a bridge. So they removed a tooth, rounded off the tooth on each side, and installed a temporary. I during the visit had an dental assistant ask if I had a crack addiction..... She continued to say that was the only way I could have this problem. After this visit I complained and never returned. But had already paid for my final crown that I never went back for.

I paid someone else to do it. I have been asking for a refund for nearly two years and all requests are ignored or we will get back to you. I just want what Im owed as I will never step foot in their office again. Desired Settlement: I originally paid $2500.00 dollars. I realize that some work had already been started so I am requesting $2000.00

Business

Response:

Business' Initial Response

Customer service is important to Folsom Hills Dentistry and we strive to ensure our patients are

happy with all aspects of treatment. As a principal part of our commitment to customer service

we make every effort to accurately estimate each patient's financial responsibility at the time

treatment begins.

We have been in contact with Mr. [redacted] regarding his concerns and have offered a refund of

$2,000.00 as requested. This offer is contingent on his signature on a release document which

will be provided to him.

In closing, as a gesture of customer service we have reached out to Mr. [redacted] with our offer of a

refund. As such, we consider the matter closed.

Consumer's Final Response

Payment Received on 9/6/2013. Need to close case

Business' Final Response

This letter is regarding the rebuttal filed by Mr. [redacted] regarding the concerns he initially raised on July 23, 2013.

We have been in direct contact with Mr. [redacted] and his concerns have been addressed to his satisfaction by the office. As such, we consider the matter closed.