Gentle Dental Deer Valley

I manage Deer Valley Smiles not Smiles on BroadwayI do not handle their complaintsYou will need to submit this to their office managerHer name is ***Email is [redacted] By the way my last name is [redacted] not [redacted] Thanks have a great day

It is customary when seeing a new patient that a full exam and radiographs are doneThis is used to determine the state of health the mouth is in At this exam an evaluation of oral health and periodontal health is determined by visual examination and x-rays Periodontal disease is categorized in several stagesFrom gingivitis which is inflammation of the gums with no bone loss, to periodontitis which is categorized by mild, moderate and severe Periodontitis includes bone loss which can be localized or generalizedTreatment for this disease is scaling and root planningThis procedure rids the area of disease causing bacteriaThis procedure most of the time requires anesthetic to make the patient comfortable and a longer appointment timeThis cleaning is more involved to remove the endo toxins which are subginigival, (under the gums)and beyond cleaning rangeBy doing a "Basic Cleaning" which is what a prophylaxis is, it is just cleaning and polishing above the gums and does not address the endo toxins which are associated with periodontal diseaseThis in turn could potentially lead to an infection causing greater harm and further destruction of the supporting bone Our standard of care and code of ethics requires us to treat each patient based upon the individuals oral health needsIf we were to give the patient the cleaning they ask for, it could cause more harm than good "Deep cleanings" are standard of care for periodontal diseaseThis is evidence based research through peer reviewed dental journals There is no "cure" for periodontal disease, only to arrest the progression of further destruction by having the initial deep cleaning and having routine perio maintenance thereafterIf this disease if left untreated it could lead to further damage

We were unable to finish all of the fillings that day that he was scheduled for and needed to reschedule him to finish the rest of the treatmentWe were told by him to just leave the credit on the accountIf you don't wish to do so we can process a refund which take 5-business to process on your
bank account and his appointment is within that time frameWe were attempting to make things easier by leaving it as a credit on the account and not have to receive payment again that dayPlease call the office and put in a refund requestThank you for your time

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.My daughter and I had separate accounts there which we had been going to get treatment around the same timeIrs Interesting that I was told after the fact that I had a credit on my accountSomehow they used my credit toward my daughter's treatment with there being a left over charge of $At the time, I did not recall that this was the caseI really think that the way they handled this was inappropriate and unprofessionalIrs totally not fair that we get a bill a year and a % later which there had not been any written, verbal, and/or phone contact during the yearI requested that they are just going to have to "ear' the bill due to the time it took to bill us, and it's not our fault that the catastrophes occurredThey threatened to turn my daughter's account into collections after my daughter wrote them a letter stating that she is not going to pay the bill and plans on taking Deer Valley Smiles to small claims court.Regards,*** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The business said to contact *** at the Tempe office (she's copied here) Instead of addressing my complaint, they created another layer to make it more difficult to actually resolve the issue I simply would like a regular dental cleaning, just like any other dental office would offer, instead of being forced to take the overpriced "deep" cleaning
Regards,*** ***

There are many times when patients say they are going to have someone call in with the care credit information since they couldn't be reached at the time of service and we in good faith hope that we actually get that phone call. I would say this was a classic case of that happening. You singed a...

treatment plan knowing what was due and we would not have collected in full unless there was circumstances like that. I am sorry for the frustration and glad you were able to make that payment. Please know we try to do what we can to work with patients who need to make payments. However, for treatment that is completed all in the same day we are unable to do so since statistics show offices won't ever receive that payment after the patients leave the office for treatment that is completed. I am sure this isn't the answers you were looking for, but this is what I am able to give you at this time.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I manage Deer Valley Smiles not Smiles on Broadway. I do not handle their complaints. You will need to submit this to their office manager. Her name is [redacted]. Email is [redacted]. By the way my last name is [redacted] not [redacted]. Thanks have a great day.

I have spoken to this patient multiple times, and explained that we still have one outstanding insurance claim on the account, and we have been diligently working to get the claim paid.  As soon as we receive payment on the last open claim, I will submit the refund to our accounting...

department. The patient indicated that he understood and would wait for a call as soon as we received the ins payment.

I manage Deer Valley Smiles not Smiles on Broadway. I do not handle their complaints. You will need to submit this to their office manager. Her name is [redacted]. Email is [redacted]. By the way my last name is [redacted] not [redacted]. Thanks have a great day.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business...

Bureau:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I am no longer with this company, please contact them directly to update the email address on file.

We were unable to finish all of the fillings that day that he was scheduled for and needed to reschedule him to finish the rest of the treatment. We were told by him to just leave the credit on the account. If you don't wish to do so we can process a refund which take 5-7 business to process on your...

bank account and his appointment is within that time frame. We were attempting to make things easier by leaving it as a credit on the account and not have to receive payment again that day. Please call the office and put in a refund request. Thank you for your time

It is customary when seeing a new patient that a full exam and radiographs are done. This is used to determine the state of health the mouth is in.  At this exam an evaluation of oral health and periodontal health is determined by visual examination and x-rays.     Periodontal disease is categorized in several stages. From gingivitis which is inflammation of the gums with no bone loss, to periodontitis which is categorized by mild, moderate and severe.  Periodontitis includes bone loss which can be localized or generalized. Treatment for this disease is scaling and root planning. This procedure rids the area of disease causing bacteria. This procedure most of the time requires anesthetic to make the patient comfortable and a longer appointment time. This cleaning is more involved to remove the endo toxins which are subginigival, (under the gums)and beyond normal cleaning range. By doing a "Basic Cleaning" which is what a prophylaxis is, it is just cleaning and polishing above the gums and does not address the endo toxins which are associated with periodontal disease. This in turn could potentially lead to an infection causing greater harm and further destruction of the supporting bone.     Our standard of care and code of ethics requires us to treat each patient based upon the individuals oral health needs. If we were to give the patient the cleaning they ask for, it could cause more harm than good.  "Deep cleanings" are standard of care for periodontal disease. This is evidence based research through peer reviewed dental journals.  There is no "cure" for periodontal disease, only to  arrest the progression of further destruction by having the initial deep cleaning and having routine perio maintenance  thereafter. If this disease if left untreated it could lead to further damage.

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.My daughter and I had separate accounts there which we had been going to get treatment around the same time. Irs Interesting that I was told after the fact that I had a credit on my account. Somehow they used my credit toward my daughter's treatment with there being a left over charge of $100.00. At the time, I did not recall that this was the case. I really think that the way they handled this was inappropriate and unprofessional. Irs totally not fair that we get a bill a year and a % later which there had not been any written, verbal, and/or phone contact during the year. I requested that they are just going to have to "ear' the bill due to the time it took to bill us, and it's not our fault that the catastrophes occurred. They threatened to turn my daughter's account into collections after my daughter wrote them a letter stating that she is not going to pay the bill and plans on taking Deer Valley Smiles to small claims court.Regards,[redacted]

We will not be removing the balance from the account. The services were rendered and completed. Sometimes we don't receive payment in a timely manner from insurance. We do not have a time limit to bill patients for it to be valid. It would be different had services not been done, but in this case they were done. We did our best as a practice to keep up with all that was going on with the Flood and the moving of suites and we are sorry for the delay in the bill, but it does not negate the fact that you received services.

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 think 6 months is a ridiculous amount of time to wait for an overpayment refund, especially when you are lying.  [redacted] HAS PAID YOU, almost 2 months ago.  Now you need to pay me. 

Regards,

Better Business...

Bureau:

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.

The business said to contact [redacted] at the Tempe office (she's copied here).  Instead of addressing my complaint, they created another layer to make it more difficult to actually resolve the issue.  I simply would like a regular dental cleaning, just like any other dental office would offer, instead of being forced to take the overpriced "deep" cleaning.

Regards,[redacted]

There are many times when patients say they are going to have someone call in with the care credit information since they couldn't be reached at the time of service and we in good faith hope that we actually get that phone call. I would say this was a classic case of that happening. You singed a...

treatment plan knowing what was due and we would not have collected in full unless there was circumstances like that. I am sorry for the frustration and glad you were able to make that payment. Please know we try to do what we can to work with patients who need to make payments. However, for treatment that is completed all in the same day we are unable to do so since statistics show offices won't ever receive that payment after the patients leave the office for treatment that is completed. I am sure this isn't the answers you were looking for, but this is what I am able to give you at this time.

In the spring of 2013, I had had a terrible time finding a cost effective remedy to a broken tooth. I had tried one of the dental colleges in Maricopa Co. I had gone down to Rocky Point, Mexico to a "Smiles" clinic there. Each place had introduced me to the advantage that people are willing to take when they know you DO NOT have money, but NEED help. I then tried to use a "coupon" from Deer Valley Smiles for an exam. I had forgotten that I had been there one single time about 4 years prior. The young woman at the desk required that I sign a paper saying that I would promise to pay the clinic. I signed. Who doesn't? The dentist looked in my mouth, touched the (by now) painful tooth. Told me what I would need. I remembered why I had not returned before. No close attention paid. Not very 'friendly' atmosphere. Doctor not willing to talk to me as the adult that I am (60yrs). Desk staff not listening. I used my coupon and paid the $35 by Visa Debit Card. After returning home, I got online and made a concerted effort to find a REAL Discount Dentist facility. I did. I went to the other place. I called Deer Valley Smiles and told them that I would NOT be coming back, and not to count me as a patient. IMAGINE my shock, when 6 weeks later I received a bill from CareCredit (GE Money Retail Bank) wanting me to make a payment for services rendered to the tune of $765 (apprx). I called the clinic and talked to a woman who was already irritated as I explained my problem. She told me that I had signed a paper promising to pay, and there was nothing I could do about it. I reminded her that I had told them I would not be returning, that I never received services in that amount, that I never authorized them to use my "CareCreditCard" that they happened to have on file, AND that I HAD paid what I did owe with a different Visa card. She was rude but told me that she was submitting a claim to CareCredit for a refund. When nothing seemed to be resolved from the bankcard's bill to me the next month, I called them. This credit bank is not an easy place to get a live person to deal with you either, but I persisted. She promised to resolve the issue. It took about 4 months to do so (promised me 60 days). A Conflict Resolution rep from CareCredit got the bill taken off for me. DeerValleySmiles did NOTHING. I would NEVER, EVER, recommend this clinic as a place to get work done if you do not have insurance. I have no idea what the dentists are actually like. But the BUSINESS end of it, and the people that work there, had NO business behaving as they did to me, or in billing a credit card I NEVER authorized, and ESPECIALLY when there were NO SERVICES RENDERED!!!