Lehigh Valley Orthodontics, P.C.

[redacted] was seen in our Hamburg office yesterday and was accompanied by his FatherDrB [redacted] spoke to ** [redacted] regarding their complaint** [redacted] is happy with the progression of [redacted] 's treatment and the fees we chargedThey are happy with our officeHe would like to keep everything as is, clear top and silver bottom bracesDrB [redacted] told ** [redacted] to have [redacted] call our office with any other concerns she may haveThank you, Darlene K [redacted] , Office ManagerLehigh Valley Orthodontics

[redacted] first came into the office on 7/14/with his parents for an initial complimentary consultationAt that time we discussed treatment plans and their costsFull top and bottom silver braces (focus brand) for $5,and [redacted] teen for $5,625.00.Patient came back on 8/18/for the bonding of the top bracesAt that time, [redacted] inquired about clear bracesShe was told they were $extra per archShe and [redacted] decided they would like to have clear braces on top and $was added to the accountWe offer a 5% courtesy discount if treatment is paid in full at the time of bonding and she opted for thatThe contracted amount with the added charge for the top braces being clear was $less $2000(orthodontic insurance)- patient total $less 5% ($178.75) = $She paid for that with her credit card and the truth in lending was signed along with the informed consentShe was right when she said she didn't receive a breakdown on the quote because we never discussed clear braces until bondingHer quote was originally for silver top and bottom.At the patients 12/3/visit, bottom braces were bonded with silver bracketsMom called the next day stating that she just noticed her son has silver bottom braces and she paid for clearI told her she paid for the top and not the bottom and explained it's $per archI also explained to her DrB [redacted] does not recommend clear brackets on the bottom unless insisted by the patient because they are ceramic and break easyThey are not as strong as the silver brackets and the length in treatment is increasedShe insisted she wanted a refund/credit for $because we did not make it clear to her the cost was only for top bracesI told her we couldn't do that because that is what she paid for I told her I would discuss this with DrB [redacted] and call her backDrB [redacted] said it would be fair to remove the bottom braces and place clear on the bottom for $but he did not recommend this due to an increase in treatment length due to breakageShe wanted clear braces on top and that's what she paid forI left a message as to this and asked her to return my call to discuss [redacted] returned my call and Lisa, our receptionist, answered the phoneShe explained I was on the other line and offered to take a message [redacted] said to just tell her I'm going to the Revdex.comWhen Lisa asked why, she said she was not happy with what we offered her and she was never told she paid $just for upper clear bracesLisa told her it was documented in [redacted] 's chart as top braces [redacted] said it was not on her paperLisa asked for her phone number for me to call her back and she said not to bother, she was going to the Revdex.com and hung upI finally connected with [redacted] on 12/15/after numerous callsI asked her if she would like DrB [redacted] to remove [redacted] 's bottom brackets and replace with clearShe said she did not want to pay for them and she does not want them anymore because he already has broken brackets even without them being clearShe mentioned nothing more about a refund and confirmed his next appointment in our officeI feel we were more than fair with trying to satisfy [redacted] and her request Our prices are very fair compaired to our competitors and our work is superiorThank you Heather for giving us the opportunity to explain our sideI attached a copy of [redacted] 's ledgerSincerely, Darlene K [redacted] Office ManagerLehigh Valley Orthodontics,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: 1) No resolution was offered from Lehigh Valley Orthodontics except to put the clear braces on the bottom arch for $If this procedure had been properly explained to us from the initial appointment when the first set of braces were bonded on the top teeth and "break down of charges" document was provided as attached to this complaint, I would not have requested clear braces for my son's *** ***'s teethThe dentist or dental assistant never mentioned about clear braces not being as sturdy as the metal braces, so I feel that I should be reimbursed the $for the miscommunicationI specifically asked at the initial bonding appointment if the "$charge was for clear braces on all teeth", and I received an affirmative reply of "yes" from the lady dental technician putting the brackets on my son's teeth because I was in the room when she was bonding the braces to the teethAs the Revdex.com can see from the PDF statement sent from the Office Manager, Darlene K*** from Lehigh Valley Orthodontics, she did indicate in her response "She
was right when she said she didn't receive a breakdown on the quote
because we never discussed clear braces until bondingHer quote was
originally for silver top and bottom"
Regards,
*** ***

[redacted] was seen in our Hamburg office yesterday and was accompanied by his Father. Dr. B[redacted] spoke to **. [redacted] regarding their complaint. **. [redacted] is happy with the progression of [redacted]'s treatment and the fees we charged. They are happy with our office. He would like to keep everything as is, clear top and silver bottom braces. Dr. B[redacted] told **. [redacted] to have [redacted] call our office with any other concerns she may have. Thank you, Darlene K[redacted], Office ManagerLehigh Valley Orthodontics

[redacted] first came into the office on 7/14/2014 with his parents for an initial complimentary consultation. At that time we discussed treatment plans and their costs. Full top and bottom silver braces (focus brand) for $5,325.00 and [redacted] teen for $5,625.00.Patient came...

back on 8/18/2014 for the bonding of the top braces. At that time, [redacted] inquired about clear braces. She was told they were $250.00 extra per arch. She and [redacted] decided they would like to have clear braces on top and $250 was added to the account. We offer a 5% courtesy discount if treatment is paid in full at the time of bonding and she opted for that. The contracted amount with the added charge for the top braces being clear was $5575.00 less $2000(orthodontic insurance)- patient total $3575 less 5% ($178.75) = $3396.25. She paid for that with her credit card and the truth in lending was signed along with the informed consent. She was right when she said she didn't receive a breakdown on the quote because we never discussed clear braces until bonding. Her quote was originally for silver top and bottom.At the patients 12/3/2014 visit, bottom braces were bonded with silver brackets. Mom called the next day stating that she just noticed her son has silver bottom braces and she paid for clear. I told her  she paid for the top and not the bottom and explained it's $250 per arch. I also explained to her Dr. B[redacted] does not recommend clear brackets on the bottom unless insisted by the patient because they are ceramic and break easy. They are not as strong as the silver brackets and the length in treatment is increased. She insisted she wanted a refund/credit for $250 because we did not make it clear to her the cost was only for top braces. I told her we couldn't do that because that is what she paid for.  I told her I would discuss this with Dr. B[redacted] and call her back. Dr. B[redacted] said it would be fair to remove the bottom braces and place clear on the bottom for $125 but he did not recommend this due to an increase in treatment length due to breakage. She wanted clear braces on top and that's what she paid for. I left a message as to this and asked her to return my call to discuss. [redacted] returned my call and Lisa, our receptionist, answered the phone. She explained I was on the other line and offered to take a message. [redacted] said to just tell her I'm going to the Revdex.com. When Lisa asked why, she said she was not happy with what we offered her and she was never told she paid $250 just for upper clear braces. Lisa told her it was documented in [redacted]'s chart as top braces. [redacted] said it was not on her paper. Lisa asked for her phone number for me to call her back and she said not to bother, she was going to the Revdex.com and hung up. I finally connected with [redacted] on 12/15/2014 after numerous calls. I asked her if she would like Dr. B[redacted] to remove [redacted]'s bottom brackets and replace with clear. She said she did not want to pay for them and she does not want them anymore because he already has 2 broken brackets even without them being clear. She mentioned nothing more about a refund and confirmed his next appointment in our office. I feel we were more than fair with trying to satisfy [redacted] and her request.  Our prices are very fair compaired to our competitors and our work is superior. Thank you Heather for giving us the opportunity to explain our side. I attached a copy of [redacted]'s ledger. Sincerely, Darlene K[redacted]Office ManagerLehigh Valley Orthodontics,