Kentlands Dental Care Inc

Review: Dental claim

I had a Dental check done on 3/8/2013 at Kentlands Dental Care Inc. Deep cleaning and gum treatment was given. Dentist recommended to put crown on two tooth. Temporary crowns were put on teeth # 30 and 31.I paid $1608 for all these services. I have been asked to return to their office on Friday 3/22/2013 to get permanent crowns. On 3/9/2013, both temporary crowns broke when was eating my lunch( rice soup). I called dental office to report. They said that it's normal that it break. They will contact to schedule an appointment to put temporary crowns again. I told that It's dangerous to have the temporary crowns break and what if I could swallow it.

I didn't get any call from dental office further. I called them back as my teeth's were very sensitive and couldn't bite on my right side mouth. They said I could get on 3/22 to get permanent one. I went to dental office on 3/22 hoping that I get new crowns. Dentist worked on it for few hours and broke off one of the crown as the dentist kept grinding my teeth's and crown to fit. They gave me temporary crown again and told me that they will call when the lab deliver new crown. On 3/27 one of the temporary crown came loose and I took it out before I could swallow it.

I contacted dental office on 4/1, 4/2, 4/3 to find out the status of my appointment. They kept saying that the crowns are not ready yet. I called them back on 4/8 and 4/9 and expressed my concern and the issue that I couldn't eat properly for a month and my jaw is hurting. They ([redacted]) asked me to come on 4/11 at 6 pm to get permanent crown. I got a voice mail on 4/11 around noon that dentist is not available and they needed me to reschedule for 4/12. I got the message later the day and I contacted them and left message that I will be there on 4/12 at 6 pm. I went to their office on Friday 4/12 at 5.40 pm and the office manger asked me to be seated after I sign up. Around 6.10 pm, I asked them to check what time I will be called in as no one followed up with me for the past 30 minutes. One of the Office assistant said that I didn't have an appointment and I cannot be treated. Despite my humble request and excessive pain on my teeth, they asked me to contact on Monday 4/15 to setup an appointment on Tuesday 4/16 at 6 pm. I contacted office manager on Monday 4/15 around noon to confirm my appointment. Thier reply was that they will get back to me by 3 pm. There was no feedback from the office manager at all. I contacted today 4/16 around noon and the office manager was not available. I spoke to their office assistant ([redacted]) about it and her reply was that she will check with the doctor and call me around 3 pm. I never got any feedback for all my calls. I had to call and follow up every-time. It's more than a month now and I haven't got my permanent crown yet. I have been going thru pain and sensitive teeth and couldn't eat food normally and using one side of the mouth for last 38 days.

Kentland dental care doesn't seem consider my situation and provide service. They got my money on the very first day of my visit 3/8 and claimed insurance ([redacted]) money as well without completing the treatment. They are very unprofessional and the dentists not fully trained. It's very disappointing.

Business

Response:

[redacted] <[redacted]>12:44 PM (2 minutes ago)to me---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, May 2, 2013 at 8:45 PM

Subject: Complaint ID# [redacted]

To: [redacted]

Cc: [redacted] <[redacted]>

Dear **. [redacted],

I am writing to you today in response to complaint #[redacted] for **. [redacted].

**. [redacted] was originally seen at our practice on 3/8/2013 for the prep of two crowns with **. [redacted], on this day he was advised that he would have to take extra care of that particular work site since he was in temporary crowns. He was also advised by me that his permanent crowns should be back within 10 business days but that we would not schedule a delivery appointment for him until crowns were physically in the practice due to the fact that some cases do take longer to complete by the lab. He stated to understand, no further conversations took place after that, until next appointment which was scheduled later on for Friday 3/22/2013. On 3/22/2013 **. [redacted] came in for his delivery appointment but **.[redacted] found that permanent crowns that were issued by lab were not up to quality standards so she returned case to labs for corrections to be made. We did advise patient that due to the fact that dentistry was no exact science some cases may take more time than usual, but we needed to assure that the final product was up to proper standards. Patient stated he understood. On April 11th it was brought to my attention by another associate dentist that **. [redacted] was placed on his schedule for delivery but due to dental practice ethics he was not able to deliver crowns that were not initiated by him. He asked me to call patient, I then delegated to [redacted] a receptionist of our practice, to call patient. She was right next to me when she called and I heard the message left clearly stating that patient was unable to be seen on 4/11/2013 but if he could return the call we would be happy to schedule for 4/12/2013 with his treating doctor. Patient states in complaint to Revdex.com that he had left messages, but messages are checked five times a day and at no time was a message received by patient. On 4/12/2013 Patient arrived at 6:00 pmI asked patient to sign in under the impression that he had an appointment, it was then brought to my attention by [redacted] that patient never returned call to reschedule the appointment. I advised patient that due to the fact that he did not have an appointment there would be a possibility that he may not be seen. I did make the attempt and ask doctor if possible to see patient, but due to the fact that **. [redacted] was in the middle of a major procedure she informed me that the patient should schedule an appointment with appropriate time designated for his procedure to be completed properly. I explained this to the patient but he was not satisfied, he wanted delivery to get done at that time. I again spoke to the doctor but there was no way she can deliver without compromising the quality of the work for both patients. I then followed to explain to the patient both the reason for why the other provider could not deliver the previous day and why **. [redacted] was unable to complete delivery that day. Patient was upset but I did advise him that **. [redacted] is available every Friday from 9:00 am to 7:00 pm and that all he had to do was either set up an appointment in that moment or call when he had his availability. Patient was angry but I expressed my apologies as well as the doctors concern to not want to rush work, he stated that he would think about it. There after we have made several attempts by myself as well as other employees to contact **. [redacted], including email that I have also forwarded to you; to finalize his work. They have all been unsuccessful.

If you have any further questions or concerns please contact me at [redacted].

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

On March 22nd, **. [redacted] was about to install damaged crown. I told her that I paid to receive quality product and I refused to get the inferior/damaged crown. [redacted] replied in this email that it was **. [redacted] recommendation to wait until new crown to arrive. Its not the correct statemet. On April 11th, I had a confirmed appointment with the facility to receive my crowns after making exaustive efforts with thier facility. I received a voice message in the middle of the day on April 11th that my appoinment was moved to April 12th. I made all arrangements at the work to leave early from work on April 11th and I had to request my manager to excuse me from work on April 12th as the schedule had been changed at the last minute. I called the facility on April 11th and left message to confirm my next day appoinment as soon as I got permision from work to leave early on Friday. I arrived thier facility around 5.45 pm on April 12th and I had to wait for 45 minutes to get to know that **. [redacted] was busy and I don't have nay appointment. I was upset and [redacted] told me that she will contact e on Monday April 15th to schedule my appointment again. I waited until noon on Monday and didn't receive any call from Iris. I contacted her around 1 pm and asked her my appointment status. She replied me back that she will chekc with the doctor and get back to me by 3 pm on Monday. I didn't recive any call from her again. I called the facility on Tuesday around noon and spoke with [redacted] about my appointment status. She told me that she will check with ** and get back to me. At this point, I was totally disappointed with the entire experience with Kentlands Dental Care and told [redacted] that if I don't recive any clal back from their office by 3 pm on Tuesday April 16th, I will not contact the facility anymore. Since I didn't get any reply from the facility, I contacted [redacted] to report the situation and contacted Revdex.com. I had been thier loyal customer since 2006 and I don't deserve to get this worst experience from them. I had to take time off/spend my personal time to manage this entire situation and they don't seems understanding my situation and the tooth pain due such delay.

At this time, I don't feel confident with **. [redacted]'s competency and the facility's customer service. I am surprised to know that they claimed money from [redacted] without completing the treatment. Now [redacted] is investigating this matter. I visited another dentist few weeks ago who told me that my nerve lost the sensitivity on both my teeths and I need to go thru root-canel treatment. I hold Kentlands Dental Care for causing such serious damage to me. I requested to transfer my records and xrays to new facility for further evaluation about a month ago and Kentlands Dental Care refused to transfer even after filling thier Record Transfer request form with my Credit Crad info to pay for record transfer. At this time, I have to pay out of pocket to get any furthe treatment done until [redacted] investigate this case.

I can appear in person to Revdex.com enquiry committee if needed to show/witness my condition.

Regards,