Rancho Cordova Dental Group & Orthodontics

Dear Ms. [redacted],This letter is in response to your correspondence dated January 20, 2015 regarding Mr. [redacted]. As we stated in our first response, it is truly unfortunate Mr. [redacted] is not satisfied with the treatment and services he received at Rancho Cordova Dental Group and Orthodontics; however, we believe that all treatment was rendered within the clinical standard of care. Contrary to many of Mr. [redacted]’s statements, we feel we made every effort to achieve Mr. [redacted]’s satisfaction from both a clinical and customer service perspective. Unfortunately, it is clear we were not able to achieve either for Mr. [redacted]. Additionally, as he has declined to complete treatment at our office, we elected to refund him and his insurance for his upper denture. Lastly, as we feel we have addressed the many points Mr. [redacted] has outlined in his response in our most recent correspondence, we feel this matter has been addressed to the best of our ability. In summary, while it is unfortunate Mr. [redacted]’s treatment did not yield the result we had hoped, Rancho Cordova Dental Group and Orthodontics provided all treatment and recommendations within the clinical standard of care. Despite this fact, we still refunded both Mr. [redacted] and his insurance as a matter of customer service, for his upper denture as he remained dissatisfied. We hope this information is helpful. Please let us know if you have any additional questions. Respectfully, Rancho Cordova Dental Group and Orthodontics

Dear Ms. [redacted],This letter is in response to your correspondence dated January 15, 2015 regarding Mr. [redacted]. It is truly unfortunate Mr. [redacted] is not satisfied with the treatment and services he received at Rancho Cordova Dental Group and Orthodontics; however, we believe that all treatment was rendered within the clinical standard of care. As was made very clear by Mr. [redacted]’s complaint, his dissatisfaction with the reline of his upper denture was our primary concern at the time. Our office worked with the lab where Mr. [redacted]’s denture was sent to, to attempt in every way possible to achieve both functional and esthetic appeal to Mr. [redacted]’s liking. Additionally, we began treatment for a new upper denture while Mr. [redacted]’s original denture was receiving the reline. This was to ensure Mr. [redacted] would have minimal lapses in time without an upper denture to wear. Unfortunately, Mr. [redacted] was displeased with how things were transpiring with his treatment in our office, and elected to halt completion of his treatment with the new upper denture. Due to Mr. [redacted]’s unwillingness to complete treatment, our office refunded him and his insurance for the treatment that had not yet been completed. Mr. [redacted] has also pointed out that he had an infection that he believes to be a result of improper cleansed cleaning materials/tools and hygienist work when a scaling and root planing procedure took place. However, contrary to his beliefs, we had found periapical lesions on tooth numbers 20, 21, 22 and 28 before the cleaning. Tooth number 20 had a lesion under the distal margin and tooth number 29 was horizontally fractured. Periapical x-rays had been taken on November 10, 2015, that showed lesions on tooth numbers 20, 21, 22 and 28 have progressed and gotten larger. Carious lesion on tooth number 20 seemed to have progressed as well. Antibiotics were prescribed which treated the abscesses in the lower right but none of the above could be caused simply be the cleaning or the tools used as the lesions existed prior. To address the cause of these lesions, we discussed two options which included, placing a lower bridge to extend from tooth numbers 21 to 28 while extracting tooth numbers 20 and 29 and completing Root Canal Therapy on tooth numbers 21, 22, and 28. Additionally, a lower partial denture would be fabricated to fill in the missing spaces. Also, a second option consisting of the extraction of the remaining lower teeth and fabricate an implant supported lower full denture. Contrary to Mr. [redacted]’s complaint, these were not Band-Aid fixes, as he claims. Again, it is unfortunate this infection occurred; however, our office is confident we acted appropriately to address the issue as quickly as possible. It is important to note, we attempted to call Mr. [redacted] on several phone numbers he provided, as well as the phone number originally provided to our office. Voicemail messages were left in addition to multiple attempts to reach him; however, we did not receive a returned phone call. Mr. [redacted] finally returned to our office upset, stating that we did not call him. We informed him that we called every phone number he had provided us and also left messages. In summary, while it is unfortunate Mr. [redacted]’s treatment did not yield the result we had hoped, Rancho Cordova Dental Group and Orthodontics provided all treatment and recommendations within the clinical standard of care. Despite this fact, we still refunded both Mr. [redacted] and his insurance as a matter of customer service, for his upper denture as he remained dissatisfied. We hope this information is helpful. Please let us know if you have any additional questions. Respectfully, Rancho Cordova Dental Group and Orthodontics

Review: My purpose in engaging with this office was solely to replace a 11 year old upper denter only and was pushed into service I did not order not whoud the office take responsibility for the results of their actions and “beneath the standard of care” practices that I believe is standard practice in which they have full knowledge.I was given a full exrays and deep cleaning and was not told of any complications with the health of my teeth under the full bridge on my lower jaw. Impressions were taken and the office was given over a month to diliver. I was first given someone elses denture which was much larger than my mouth and staff tried to convince me it was mine.My new denture had to be retrieved from the lab taking a half an hour and upon delivery the result was a upper denture with front teeth so shart they could they could cut the flesh of my hand and in addition the back teeth were too long yet I was asked to wear them wile my old denture was to be relined. I was subjest to pain due to my back molars not being suported and within standard practice of bridge engineering. I returned the new only to recieve a damaged original denture that did not fit as though it whent though a reline yet had a thumbprint in the roof of the denture causing anything eaten to stick and cause bacteria between brushings as it was no pours in this spot just behind the front teeth. The dentist assured new denture back teeth would be fixed along with front teeth sharp edges softened.The pressure on my back molars from the new denture alleady caused it to loose it’s seal and imediatly after refiusing the new denture a seconde time was sceduled for anouther impression but recieved a cleaning that resulted in a bad infection. The Hiegienist stated the only reason this proceedure is being dose if the fact you insurance will pay and did not know what to do yet poked into my gums and measured gaps and again found nothing wroong and did not ern the copay or the insurance payment as no floride was done nor buffing etc.Desired Settlement: Bridge can not be fasened back down and infection loosened the full bridge I eat solid food it must be replaced with the lowest estimate being 20,000. dollars.This practice should pay anougher practive to replace the bridge in what ever form needed for compromal standards of existing bridge and after returning to me the denture I paid for they keep lying about the wearabouts that my insurance paid for after I paid for it up front and has been to the lab twice is my property and need to be returd

Consumer

Response:

I simply wanted to have my upper denture replaced and was presured into a deep cleaning before the impression that went well and I was given perscription mouth wash, I recieved someone elses denture instead of my new one that felt dirty and was one third larger as I have a very small jaw amd my upper denture is small, I could barley get it in my mouth as I was being presured to try it when I knew there was a mix up,after proving that the denture was not mine the lab was called and I waited 30 minutes for them to deliver my new upper denture. I told the dentist that the back teeth were too long and the front teeth were too sharp and could cut my young yet I was pressured to wear it for a week wile my old upper denture was to be relined.My jaw became sore and I did cut my toung a few times and on the next visit I sent it back to the lab and recieved my old one with no relineing done but damage to the surface that meets my young, there was a thumb print that felt like acid had spilled on it but the dentist did not take it seriously. I did not fit better and was now no longser slick against my toung creating a sm after eating anything. My new denture came back from the lab with the front teeth buffed so it was as sharp but still sharper than it should have been and the back teeth were never addressed or noted to the lab as far as I can see so I rejected it again after I laid my old one next to the new and the Dentist stated the back teeth were a little sidways and we would do a new impression. I have a lower full bridge that was ruined by this new denture and caught an infection during a cleaning appointment that was to be a impression appointment. The Hygenist was giddy and did not know what to do since I just had a full cleaning just 3 months prior so he took a tool and jabed my gums until the bled and left for 10 minutes looking for a measureing tool that was not wraped like the probing tool that was used to make my gums bleed which the pain told me he was jabbing me too hard but told me everything looked good and the only reason I was having the cleaning was that the insurance would pay for it and talked me out of the perscription mouth wash telling me it could turn my teeth green even though I had not had any for 3 months. Over the next few days I developed a boil on my right side and called and left voice mains every other day wile I was 200 miles away at my home in Fresno for a week. They could have told me to go to emergency to get antibiotics but I recieved not response. When I returned to Sacramento the office called my partner at work asking to finish the upper denture ignoring my voice mails so I went in and explained everything to the counter clerk and she ignored I had an infection and stated my partner would be taken off the call list after I told her I could not finish the upper denture until the infection was gone. She said the Dentist was busy and I called again and was told I would recieve a call back in 30 mins but they waited until just before they closed and this was about 3 weeks of a boil full of bloud and puss I suffered with and had to back into the office where the same clerk ignored me as I was the only one at the fron desk for 10 minutes showing me her palm eveytime I tried to talk so I being handicaped with neruopathy could not stand any longer wrote a note on a business card and slamed in on the counter to get her attention and demanded she give it to my dentist. There was nothing reported wrong with my dental health until after this long infection that along with the bad new denture broke the seal on my lower bridge and now I have to have all my remaining teeth pulled. They tried to sell me tempory expencive bandaids like root conals and crowns but the infection did too much damage. I demanded my records and was made to have formal visits where I was presured to have work done with two completly different opinions. My Attorney insturcted me on how to request my refund and recieved a release of liability along with all my records to recieve a refund so I gave anouther letter asking for the new denture so I could have it fixed and they lied about not knowing where it was and refunded only a small amount and are attempting to give the insurance company my benifits back for 2005 on December 31st so I could not use them. They blocked me from going to someone else and I am going to loose the bennifit of the denture replacement for 2015, what they are giving the insurance company is not comming back to me and they took so long to work through their mistakes and charged me to fix the damage on my old denture they caused in addition it could cose up to 30,000. to put my mouth back to the eating ability I had before we met.They did not take the infection seriously and the front dest tried to make me wait a week for an appointment for the seconde course of antibiotics and I demanded the Manager that was surley and cold but did get me in that day. I was as though as soon as something goes wrong their attidude changes like they have been sued a lot. They actuall have made me walk away not able to use 2015 benefits and it will cost me greatly to fix what they have cause for having a bad lab,dentist,hygienist and not using wraped sterilized tools as my infection started imediatly after the cleaning I did not need and was not done where my gums were poked and measured and was told everything was ok when the apointment was for an impression and now the Dentist is no longer at this location. Please read the attachment and you can see the before and after damage to my dental health immediately after the cleaning with a broken seal due to a bad new upper denture. They do not pay attention to the fact they are health providers and I never seen them unwrap tools and they abused my insurance so I could not go anywere else until 2016.I have had a professional witness declare this to be benieth the standard of care based on the documentation.Please feel free to contact me by email or by regular mail.Thank you [redacted]

Business

Response:

Dear Ms. [redacted],This letter is in response to your correspondence dated January 15, 2015 regarding Mr. [redacted]. It is truly unfortunate Mr. [redacted] is not satisfied with the treatment and services he received at Rancho Cordova Dental Group and Orthodontics; however, we believe that all treatment was rendered within the clinical standard of care. As was made very clear by Mr. [redacted]’s complaint, his dissatisfaction with the reline of his upper denture was our primary concern at the time. Our office worked with the lab where Mr. [redacted]’s denture was sent to, to attempt in every way possible to achieve both functional and esthetic appeal to Mr. [redacted]’s liking. Additionally, we began treatment for a new upper denture while Mr. [redacted]’s original denture was receiving the reline. This was to ensure Mr. [redacted] would have minimal lapses in time without an upper denture to wear. Unfortunately, Mr. [redacted] was displeased with how things were transpiring with his treatment in our office, and elected to halt completion of his treatment with the new upper denture. Due to Mr. [redacted]’s unwillingness to complete treatment, our office refunded him and his insurance for the treatment that had not yet been completed. Mr. [redacted] has also pointed out that he had an infection that he believes to be a result of improper cleansed cleaning materials/tools and hygienist work when a scaling and root planing procedure took place. However, contrary to his beliefs, we had found periapical lesions on tooth numbers 20, 21, 22 and 28 before the cleaning. Tooth number 20 had a lesion under the distal margin and tooth number 29 was horizontally fractured. Periapical x-rays had been taken on November 10, 2015, that showed lesions on tooth numbers 20, 21, 22 and 28 have progressed and gotten larger. Carious lesion on tooth number 20 seemed to have progressed as well. Antibiotics were prescribed which treated the abscesses in the lower right but none of the above could be caused simply be the cleaning or the tools used as the lesions existed prior. To address the cause of these lesions, we discussed two options which included, placing a lower bridge to extend from tooth numbers 21 to 28 while extracting tooth numbers 20 and 29 and completing Root Canal Therapy on tooth numbers 21, 22, and 28. Additionally, a lower partial denture would be fabricated to fill in the missing spaces. Also, a second option consisting of the extraction of the remaining lower teeth and fabricate an implant supported lower full denture. Contrary to Mr. [redacted]’s complaint, these were not Band-Aid fixes, as he claims. Again, it is unfortunate this infection occurred; however, our office is confident we acted appropriately to address the issue as quickly as possible. It is important to note, we attempted to call Mr. [redacted] on several phone numbers he provided, as well as the phone number originally provided to our office. Voicemail messages were left in addition to multiple attempts to reach him; however, we did not receive a returned phone call. Mr. [redacted] finally returned to our office upset, stating that we did not call him. We informed him that we called every phone number he had provided us and also left messages. In summary, while it is unfortunate Mr. [redacted]’s treatment did not yield the result we had hoped, Rancho Cordova Dental Group and Orthodontics provided all treatment and recommendations within the clinical standard of care. Despite this fact, we still refunded both Mr. [redacted] and his insurance as a matter of customer service, for his upper denture as he remained dissatisfied. We hope this information is helpful. Please let us know if you have any additional questions. Respectfully, Rancho Cordova Dental Group and Orthodontics

Business

Response:

Dear Ms. [redacted],This letter is in response to your correspondence dated January 20, 2015 regarding Mr. [redacted]. As we stated in our first response, it is truly unfortunate Mr. [redacted] is not satisfied with the treatment and services he received at Rancho Cordova Dental Group and Orthodontics; however, we believe that all treatment was rendered within the clinical standard of care. Contrary to many of Mr. [redacted]’s statements, we feel we made every effort to achieve Mr. [redacted]’s satisfaction from both a clinical and customer service perspective. Unfortunately, it is clear we were not able to achieve either for Mr. [redacted]. Additionally, as he has declined to complete treatment at our office, we elected to refund him and his insurance for his upper denture. Lastly, as we feel we have addressed the many points Mr. [redacted] has outlined in his response in our most recent correspondence, we feel this matter has been addressed to the best of our ability. In summary, while it is unfortunate Mr. [redacted]’s treatment did not yield the result we had hoped, Rancho Cordova Dental Group and Orthodontics provided all treatment and recommendations within the clinical standard of care. Despite this fact, we still refunded both Mr. [redacted] and his insurance as a matter of customer service, for his upper denture as he remained dissatisfied. We hope this information is helpful. Please let us know if you have any additional questions. Respectfully, Rancho Cordova Dental Group and Orthodontics

Consumer

Response:

I am rejecting this response because: Rancho Cordova Dental was neglent in the fact that they knew before I even started the process that they were having problems with their laboratory which makes the dentures. I was paitent and compasionate until my old denture was damaged then was suprised with a cleaning what was not needed,not ordered,not scheduled, not done to any medical standards and was done with unwraped probing and measureing tools jabing my gums until they blead as written in the notes. My jaw was allready ajetated by being presured into inserting someone elses denture when I clearly stated that it was absolutely not mine and was put in a position to prove that it was mine as it was 1/3 larger than my impression and even after asking them to observe my old denture not yet damaged next to this forien upper prostetic that was gritty and barley was able to pass my through my lips. After proving they had given me someones elses their attitude changed and they were apoligeticly defensive calling the lab and made me wait for a half an hour for a Denture that clearly did not fit either. I was presured into trying to wear the new denture with front teeth so sharp that they cut my toung, making it tender and with the back teeth too long or somewhat sideways as the dentist admited after I sent it back for the seconde time after the edge was buffed off the front teeth. At this point I was sceduled for a complete redo of the impression that suprisingly turned into a cleaning done by a suposed substitute who told me the only reason it was being done was my insurance would pay for it. Instead of just getting up and leaving as I was in the middle of the process when this was said to me my doubts started at this point. The hygenist stated there was nothing to do and was trying to justify his fee by jabing my gums then disapearing for 10 munites to find a measureing tool that was also unwrapped and stated my gums and 6 teeth that supported my full lower bridge were fine and therr was no shrinkage or swelling as reported in the first notes I waited for at the office after finally being seen for the infection that I suffered with for three weeks before they would address the situation. They did not inform me that the dentist that had done the impressions and was incharge of the process was leaving the practice and did not follow up on the infection yet presured my spouse to have me finish the upper denture when I was fully infected with something from the cleaning and together with the back teeth of the new denture putting presure on unsuported cantaleavier mollers broke the seal on my lower bridge which is only ankored by one tooth currantly. I had no desire to move forward with the practice until the infection was gone in which I still am suffering from boils with puss and blood and am currantly on my 4th course of antibiotics to hopfully rid my gums of what ever the hygenist transfered to me with unsteralized tools. Every other dentist I have been to in the past and since my experience with Rancho Cordova Dental always makes a presentation of unwraping steralized tools but not Rancho Cordova Dental. Jabing my gums to a point is normal but the cleaning was not done properly with no buffing,floride,scraping, only probing and measuring finishing with a rince then when I asked for the perscription mouth wash I was told it would be unhealthy and would damage the color of my teeth when it was provided to me by the first hygenist just three months prior. The Manager accknolaged that they needed a new labratory and was vaige in regaurds to the wearabouts of my new denture that helped to break the seal on my bridge for over a month along with the other dentist I was tricked into being treated by. When I demanded that they fix the damage that their lab had done I was told I would meet someone from the laboratory but was sat in an examination chair instead with a nervous new dentist that did not note properly and though I presented it sterile and arrived without my damaged denture in my mouth but in two sealed plastic bags after sterlizing it my self. I could not get the dentist to feel the texture of sandpaper in the shape of a thumbprint that my toung had to rub against that traped food and bactaria for over a month before they did anythng about the damage. They allow phone calls to rollover and are extreamly short staffed and hid my new denture and held my refund hostage to my sighning a release of liability. When I would not sighn it and served them with a formal letter stating so they waited weeks to respond with my bennifits tied up and I was forced to pay out of pocket with bills yet to be addressed due to their using up my 2015 bennifits and realeasing them on December 31st so I could not use them anywere else as I interviewed several other dentist and surgeons. There timeing made my 2015 bennifits initialized with as they are fully aware at the end of the year they do not roll over even though I reported them to the insurance company my case fell through the cracks and is now in a formal investigation for many reasons regaurding abusing my insurance just because they could. I have sent the documents and I can send them again showing timing of the infection tied to the rejection of the seconde try of their labratory to fix the denture without proper notes in regards to the complications with the denture and the hygenist not taking his job seriously as he tried to look busy and virtuly did nothing but see how hard he had to jab my gums to make them bleed unknown to me at the time yet left absolutly discusted that the impression did not take place as booked and just a few days later my gums start to swell with no return of countless phone calls causing me to make a scene at the front desk to get the attention of the clerk I have allready named that repediatly shuned me and ignored the word “infection” with Theresa using the exuse that the front desk was paid hourly. I had to drag the manager into the situation just to keep the infection at bay with the seconde course of antbiotics where she demanded I be sat with anouther dentist and was informed that mine was no longer at that office with no details yet it explained why there was no follow up as the notes were not done properly and my infection was not taken seriously. I have not had an infection in 13 years. They hid my new denture stutering as both Theresa and the new dentist tried to answer where it was as I wanted it so I could have anouther lab fix it as I had paid for it up front and the owner had cashed the check that should have never been issued as I explained to Cigna the situation and all billing was to be frozen but failed. Theresa only tried to do risk managment with the tricking me into exams taking no responceability for what they had done showing clearly how much damage the unaddressed infection had done over the month I was virtually ignored. The exams that came later were done quickly and with only the intent of risk managment. Instead of probing to see how my bridge is only holding on by one tooth the later exam moved my bridge side to side wich showed nothing but they were trying to taint the notes with expencive bandaid offers again taking no responsibility I was given two examples of how they could chop up my bridge and do multiple root canals with none of this being presented in the begining of my allowing myself to be under their care. They simply do not care and take no responceability for ruining the seal and causing the infection as once the seal is broken it can not be unbroken without the removal of the bridge that was doing just fine until a new denture that clearly did not fit was given to me and when I refiused it for the seconde time I was infected by a substitute that tried to look busy but did not earn the clain of cleaning my teeth and used unwraped tools resulting in the loss of a 10,000 bridge and the six teeth I have remaining that Rancho Cordova Dental that the gaul to try to convince me to keep using them with the “ benieth the standard of care” they knew in advance at every step that led to this mess that has been documented by a Professional Witness in wich should have been in what I sent allready but if not will be save for court.This office is predatory and must have been sued many times as their attitude completly changed once they knew there was neglance and refiused to produce the denture that Theresa discribed unfinished yet I was sent home to wear it with the bite so off the mark and below standards that it is amazing they do this kind of work at all. The level of interest in the medical oath is so low and the front staff do not operate as though they are a medical office at all. Knowing I am handicaped to begin with as I discussed it many times when they constantly mentioned my Segway and I always replied that I was electric walker and I was just reciently in a wheel chair yet made me stand with they did data dentry knowing I needed help and felt I was being discrininated against as they never treated any other paitent commong through the door as they treated me once they knew there was a problem.