Sun Smile Dental Group

Review: I came into sun smile dental as on februray 8th at 11a.m because I had swollen gums and tooth pain. There was a Indian/Iranian sort of women there with the title of receptionist/finance operator or office manager . I told her about my dental emergency and she asked me for permission to run my credit to see if I could get approved for dental credit plans . I gave here permission to run my credit to see if I would be approved.On Monday I spoke with this same women over the phone. She informed me that I was NOT approved for any of the credit plans;( Icare, spring stone and Care credit)dental plans. IN FACT, she said that the only way she could get me approved is if the dental office co-signed for me. she said, ' We do not want to co-sign for you to get credit." I told this omen that I had never heard of such a thing and I asked her for a copy of the decision and the company name but she refused to give it to me. Next, She started yelling in the phone and accused me of looking to get my tooth extracted services FREE,then she told me to go somewhere else. I found the whole conversation to be was very disturbing. On Thursday Feb 13th,2014 @ 11"30 a.m. one of the creditors contacted me and informed me that I had been approved for the dental insurance since Monday feb.10th. 2014. I don't know why this employee lied to me and harassed me the way she did but I am reporting the inappropriate behavior. I have fond a number of complaints about this dental office on google as well.Desired Settlement: I would accept and an apology from this dental office before I would be willing to withdrawl this complaint.

If there is no apology then I want the complaint to remain on record so that others are not blind sided when

they come for services at this office.

Business

Response:

Respected Madam/Sir

Thank you for giving us the opportunity to respond. The Patient had walked into our Office on a Saturday and we had accommodated her to be seen by the dentist. The patient expected to be seen as soon as possible and we had to ask her to wait as the doctor was treating other previously scheduled patients.She then told us at the front that she has already been to two other clinics before she visited out office and they will not give her the treatment, and we wondered why as that seems very odd. She was later examined by the doctor and was advised that she needs medication and then extraction. At this point she said she had already received prescriptions from the other dentist she had previously visited. We then offered her to come back for the treatment and gave her the cost. She stated that she was not able to pay till the 27th of the month and that too she wanted to have a payment plan extending out to six months or more with $30-$40 dollar payment per month. We then offered to apply for credit and she said she had already been denied for care credit when she went to the other dentist office earlier. We then offered to check with another finance company and she said yes, at which point we did. The finance company put a hold on the application and being Saturday, they were not open for us to be able to call and follow up. We informed her that we will contact her on Monday after we have spoken to the finance company. She had already called the doctor and the emergency line on Saturday and Sunday and left long messages that she should be given the treatment ASAP and that we are not following the instructions she is giving us. When we came in on Monday, she had already called and left several messages on our office machine too. We understood her anxiousness and called the finance company and asked them to help the patient, and they said they need to talk to her. We left her a couple of messages with the callback number. This is the best we can do, short of treating her for free, which we were willing to do and also had advised her of this option.

We had asked her if she has anyone to co-sign her and she said no. She is just confused with this and feels that we said we will co-sign, which we cannot do and we know this as we are in business helping patients with such applications for the past 10 years.

We apologize that she feels we did not want to help her, but then she is not willing to understand that we went out of our way to help her, by getting her to see the dentist immediately and with the financing options. We offered her three options and she was not willing to work with any and so the only other option left for us was to treat her for free. But she insisted that she should get the treatment done at her time and that too immediately and she will not pay till the 27th for a partial payment and will pay the rest over a 6 month time. We feel sorry that we were not able to provide the treatment, but then she also has to come half way, quit using foul language and quit constantly calling our office to get the treatment on her terms. It almost seems that because we were the only office extending a helping hand, she started to push more and more. She does not realize that the other two dentist had also refused from treating her, and we were also willing to give her the treatment for free. We are a very caring office and we take pride in helping our patients, but we also cannot allow them to run over us.

We have proof that we can provide that she was not approved for any credit on Saturday and we can also provide information that the finance company was waiting for her to call before they approve after we called on Monday.

We extend our apology for not being able to accommodate her to her liking, and we wish her the best in finding a right dental office to get her treatment completed.

Sun Smile Dental

1582 W. San Marcos Blv, #201

San Marcos, CA 92078

ph: ###-###-####

fax: ###-###-####

Consumer

Response:

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 complaint stands as stated the first time. The women is just confused or lying. The women that I dealt with does not understand English. And she does not understand how we do thing in America. She clearly told me while screaming in the phone that she and the dentist(Dr.[redacted]) did not want to take me on as a patient because they would have to co-sign for me to get the credit. She told me that I did not get approved for any of their credit plans.I personally do not understand why this women is even talking to me about getting a co-signer because I was approved.I have been intouch with springstone and they have released the approval letter for me to go have services done.Never once did I offer to pay her anything 27th of Feburary. Never once did I say that I had been to several other dental clinics and no one would help me. Never once did I say that I got medicine from a dental office. What I told her is that my primary doctor gave me a temporary prescription for antibiotics until I could see a dentist and have the tooth extracted. So as you can clearly see there is a big breakdown with the communication. I told sunsmaile dental that I had been approved but the receptionist refused to make an appointment so that I could see the dentist. She kept yelling in the phone, " You want it free! You are trying to get services free! want a tit free! Go somewhere else! I do not think Dr. [redacted] wants to co-sign for you! I just feel sorry for the dentist [redacted] because she is loosing a lot of business. Once I told this receptionist that I had a email from springstone indicating that I had been approved on Feb 11th 2014 for 1,500. At that point they should have scheduled and appointment for me to be seen, instead she just kept telling me that the dentist does not want to co-sign for you. she does not want to see you. I do not intend to withdrawl this complaint. It had not been resolved because the women who represents SunSmile is still not being truthful.

Business

Response:

We appreciate the information provided by Ms [redacted] and apologize for the issue she faced. We have asked the employee to go get some english language lessons as per Ms. [redacted]'s obseervation that the office person is not competent in communications in english. Unfortunately we cannot fire someone on the basis of "not clear english". We will still keep this in mind and make sure that she does not face other patients till she is well conversant in english language.

Again, thank you very much and please accept our apology

DO NOT GO HERE!!! They will practically steal your money. I am pursuing a LAWSUIT! All the work they've done in my mouth was done incorrectly and poorly. Now I need a LOT of correction work done. They wait for cavities to turn into root canals to get more money out of you. They made me get cleanings and xrays every 3 and 6 months even though I did not have periodontal disease. They took thousands of dollars from me in work that was done WRONG! Go to any other dental office besides this one! Sunsmile dental group might as well be thieves! Please don't go here.