Tenbrook Orthodontics

Review: On May 14 2014, I signed a contract with Tenbrook Orthodontics for braces for myself. The contract states that the total cost of treatment is $4450. I put a down payment of $550. The amount to be financed is $3900 with 18% interest. I agreed to make payments of $162.40 for 30 months which come to $4872.00 the total amount to be financed with interest. Now the amount they want me to pay is $5422.00 which includes an additional charge of $550 WHICH IS NOT ON THE CONTRACT. They added my deposit of $550 as a charge on my account, leaving the total amount of treatment $5422.00. I have always made my payments on time and have not missed a single payment. On December 17, 2015 I spoke to someone at the corporate office after a failed attempt at the location of treatment. When I explained my situation she said she would have her supervisor contact me and I have NOT received a call regarding this issue. I called the supervisor and left a voicemail and still no response. I am disputing the $550 charge on my account. I should not have to pay something I have already paid and it's not on the contract. The contract and the balance they say is due does not match up.Desired Settlement: My desired outcome is to pay the amount that is on the contract. The amount of $4872.00.

Review: My minor daughter is a former patient of Dr. Tenbrook. She has not seen him in years. She has developed a new problem that I would like to discuss with a new doctor. I have called Tenbrook's office 6 times since 3/10/14 to request a copy of my daughter's medical records as I and her father are her legal guardians. The office will only release the records to another doctor. I have explained that I have not picked a new doctor. Ally, the office girl, says that I need to pick a new doctor first and then they can release the records. I do not want originals, I want copies. I understand that I am legally entitled to a set of copies for $1.00 per page not to exceed $100.00. First, [redacted] told me that I could have a copy for $200.00. I told her that it was an illegal price. Now both [redacted] and [redacted] tell me that I need to speak with the office manager. However, this person will not get on the phone with me or return my call. I've left voice messages for the office manager and the girls in the office say that they have left her messages to call me. [redacted] and [redacted] have said that the office manager's supervisor is the doctor and he won't talk to me either. I'm willing to pay a fair and reasonable fee as stated by law.Desired Settlement: I would like a copy of my minor daughter's medical records to be released to myself.

Business

Response:

I had one of my receptionists call the customer to verify the records had been sent to her/the issue was taken care of, and it was. The customer has received her copies of records and I believe at no cost to her.

Review: My daughter had full set of braces from Tenbrook . It started when went to the consult and was never told that generally those who have braces will ALWAYS need to wear a retainer. Fast forward 3 years...

My Daughter after having a beautiful smile, decreased wearing her retainer at age 18 and now needs braces again! When we asked for help at Tenbrook, they wanted to charge us for another set of braces? Besides the lack of empathy, the entire experience was that of a deli, where you take a number and then you are seen!

I feel ripped off and upset due to lack of empathy for the situation and mis informed and will take every opportunity to spread the word in Woodstown about the experience , .....What I believe to be total lack of customer satisfaction and care.

A simple olive branch extended would have done wonders --- but that did not happen. What a shame... be forewarned before going to this practice.

We then decided to get a second opinion with another practice ... and here's the kicker... they told us that even the teeth that are straight , are not aligned properly and that her bite is off....

Mind you that just last week... we were informed ( at Tenbrook) that her bite was fine.... really? And this new practice gave us pictures to show us the detail of what they were talking about.

PEOPLE BEWARE! The Tenbrook practices advertised on your local stations in South Jersey are not upfront, honest and have absolutely no care ...with the exception of MONEY! Shame on them!Desired Settlement: Fix the disaster

Business

Response:

The patient and her mother came into our office on June 4th and stated that the daughter "stopped wearing her retainers a couple years ago". Mom wanted recommendations on what could be done with treatment. Our doctor met with the patient and her mother and explained that her teeth had shifted, and he did not recommend only getting new retainers. We recommended a treatment plan of about three to six months of realignment along with retainers at the end, and offered a fee of one-third our normal rate, which simply would cover our material costs. It is common in orthodontics for patients to stop wearing their retainers despite thorough explanation at debanding and follow-up appointments. We provide two clinical checks after debanding to ensure that the teeth are stabilized prior to releasing them from treatment. Please let us know what additional information we may provide (we have signed forms that explain proper usage of retainers). Thank you.