Western Dental Services Inc

The place is filthy and that matters in this day and age where simply going to a dentist could result in a disease. Work is sub-par. AVOID THIS DENTAL COMPANY AT ALL COSTS!

Review: On Oct. 28, 2013 I signed a contract with Western Dental location on Elkhorn Blvd. Sacramento, CA. I began treatment on Oct 29 and have continued through September 2014. My insurance coverage is through California Dental Network. From the very start Western Dental was unsure of my copays for procedures and kept changes all the numbers. I finally compared what they were charging me with what my insurance said I should be paying, and it was all off so I filed a formal grievance with my insurance company. In July of 2014 They found I was being over charged $592. Western Dental has yet to make the proper corrections and still send me collection notices and try to charge me late fees. After MANY phone calls with their customer service (I have all the dates and names of those I spoke with) they were able to correct the fees they were charging me but still said the total balance was $294. They went through all my charges one by one and the total came out to $1121 yet they said my services total was $1721. They could not explain why there was a difference when we went through the numbers one by one. I have requested a formal itemized statement numerous times and have yet to receive it. They also did not note one of my payments and were incorrect on the total of two other payments, but after providing my bank verification they "found" the problem and made those corrections. Their billing is totally off and their customer services are extremely lacking. I can provide documentation from my insurance company stating what I should be charged as well as documents from Western Dental showing all the wrong numbers.Desired Settlement: I have paid a total of $1478 as of today. The total on all my services is $1121. I am requesting they correct this error ASAP and refund me the overpaid amount of $357. All late fees and interest charges need to be corrected and I should no longer receive collection notices or be told I have a balance due.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.

After further review of account it has been determined that patient is not due a refund from Western Dental. Please see attached letter from patient's insurance dated July 29, 2014. Patient's plan informed patient that it did not find Western Dental at fault in determining her coverage and acted in good faith. The unusual condition of missing 2 teeth but only requiring a replacement for one of those teeth led to the miscommunication between the Plan and Western Dental. The plan found no evidence that Western Dental ever intended to charge patient incorrectly. The Cosmetic Benefit Rider bridge fees would apply.

Patient was refunded $ 592.00 by her plan for money that patient had not paid Western Dental. It was confirmed with patient's plan that patient will still responsible in paying Western Dental for services rendered, refund was confirmed by the insurance company.

Attached is a revised itemized statement reflecting the treatment completed, payments, and any adjustments. Patient has a remaining balance of $240.00. If patient disagrees she would need to contact her insurance company for clarification. Western Dental sincerely apologizes for any inconvenience that this matter may have cause patient.

Review: I called Western Dental on Beverly and Normandie... they said they take Medi-CAL. That is why I went there. I wanted cleaning. The Dentist said I needed to have my cavity remove. And then the staff said Medi-CAL doesn't approve. So I had to write check to pay part of the bill and pay the rest later.

I tried to call Western Dental, but they kept hanging up on me. I told them that I shouldn't pay for this bill $846. Because their dentist put filling on my nerve, causing infection for months. I had to go to other dentists to get root canal and crown. I paid $1,295 to Dr. [redacted], an Endodontic Specialist on January 2014 and had to pay $550 for the crown at [redacted] Dent. Corp on 8516 Katella Ave. on February of this year.Desired Settlement: I want refund. Because it isn't fair to have to pay for crown and root canal because of the Dentist at Western Dental put filling on my nerve. I suffered months.

Please take this debt off of my credit report (Transunion). I don't owe Western Dental anything.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

Called patient on 8/28/14 and left message for patient to provide supporting documents from Endodontist Specialists to determine if he is due a reimbursement of $550. Upon receipt of supporting documents and if it is determined that patient is due a refund patient will be reimbursed accordingly and negative credit reporting will also be deleted. Left another message to patient today for requested documents from specialists.

Consumer

Response:

Their rejected letter stated that it is required for me to have crown and root canal anyway.

It is like saying I suppose to pay for to have my cataract remove from my eye, and it is okay for doctor to damage my eye and I have to pay specialist to remove that infected eye and pay another specialist to give me fake/glass eye.

So I have to pay Western Dental to have my cavity removed, then my tooth got infected... and I have to go to specialist to get root canal and pay him and pay another specialist to get crown (fake tooth).

It doesn't make sense. That I have to pay Western Dental for cavity remove... they suppose to save my tooth.

The documentation is attached.

Thank you.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.

Please note that patient's concerns have been forwarded to the Patient Relation Department for further review. A written response will be mailed to patient in 30 days from today's date.

Review: I have received very poor care and customer service from Western Dental Madera, CA and Livermore, CA over the past three years.I have gotten strep throat multiple times from being seen at Western Dental but they did provide me with antibiotics. I have two bills started for each location giving me two monthly payments for the same company and making my payments harder to track and manage. I was told this was the only way they could do it. Apparently their customers should never move. Multiple attempts to update my address and telephone number along with additional contact information failed both in person and over the phone multiple times after I moved. They would not provide me with the account number for one of the two bills making it impossible to pay the bill online. This was also the same bill we would not receive in the mail which we asked repeatedly for them to send us monthly but we never received one. I have no record of what I have paid to them since they only have ever sent me receipts for my payments and not any detailed information about our account balance. Even when I was making my monthly payments on time, they refused to do needed work on multiple occasions without additional down payments on top of my monthly payments which I could not afford. Instead they only offered pain killers and antibiotics to improve my condition but not remedy the problem. This would usually end up with me needing even more expensive procedures several months later because my condition had worsened. On multiple occasions I had taken time off of work to be available for an appointment only to arrive and be told the doctors I needed to see were not there and I was never properly notified or I would spend over an hour in the waiting room and half the day for a visit even though I had an appointment weeks in advance. I sent an email to Western Dental corporate voicing our complaints and asking for help but never heard back. I have not heard from Western Dental in over a year. Collections just called me.Desired Settlement: I would like to be provided with proper billing information detailing exactly what I am being charged for and paying for on any bills they may have for me. I would like a single bill for Western Dental for any care I may receive instead of a different bill for each location. I would like to receive the medical care I need when I am in extreme pain instead of being turned away with pain killers just because I cannot afford an additional down payment at the time.

Business

Response:

WDS sincerely apologizes for any customer service which you may have received that failed to

meet your expectations. We also regret that the dentist was not available to see you for your

scheduled appointments and for any wait time which you encountered as a result which was

longer than you expected.

Please note that payments for treatment must be paid to the office where services were

performed. Unfortunately, we are unable to provide a combined billing statement reflecting

charges for more than one practice. As per your request, we have enclosed itemized statement(s)

for your review.

Upon review of your treatment notes, it was determined that during your last visit to the office on

December 21, 2012 you were seen for an evaluation and presented with a recommended

treatment plan. The dentist noted that you wished to wait until January to have treatment

performed as you would be obtaining insurance benefits at that time. It was noted that you were

provided with antibiotics and pain medication in an effort to relieve your discomfort and pain.

Not being present, we are unable to confirm your assertion that you were unable to add treatment

to your contract. Please note that in the event that changes to an open contract are required, it

may be necessary to collect an additional payment. We regret any misunderstanding or

miscommunication that you may have experienced during your office visit, as it relates to the

addition of any treatment to your contract.

In response to your concern that you contracted strep throat as a result of treatment rendered by

WDS, we recommend that you visit your primary medical care provider for an evaluation and

any necessary treatment.

Review: I have attempted to contact the local office in Merced Ca for Western Dental regarding the acct I had with my son for the Ortho (braces) however because his braces were on for only 13 months meaning the original contract would have to be adjusted since it was written for 24 months. I was advised that it was going to be audited and adjustments made. This request was done a year ago. I continued to make payments on the acct however no phone calls back and no one would answer my request or calls. Yesterday 10/29/14 I received a letter in the mail regarding stating I was sent to Collections. I have tried calling and discussing this acct over the past several months and nothing like I said but they have the nerve to send me to Collections and not assist me. When I did speak to the customer service for Western Dental they stated that changes had been made to my original contract however I was NEVER notified of this and they cant help me. I contacted the numbers of the representatives to help me try and figure out what is going on and of course one gentleman voicemail box was not accepting any messages and the other hasn't contacted me back.Desired Settlement: I would like my account to be adjusted accordingly and the late fees ALL removed and provide me with the correct balance owed which at this point should be almost nothing. But most of all someone to call me back and go over all of these changes that were made. Customer service is important these days and I will say this is the worst I have experienced in a very long time. Not only that that but I have been in customer service for over 25 yrs and will never use Western Dental again.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter: Responsible party was personally contacted to address her complaint. Responsible party was informed that her account was audited for services rendered only. Responsible party was mailed an itemized statement reflecting all treatment completed, payments applied to account and any adjustment. Responsible party was provided with remaining account balance and the fees per her insurance company were also reviewed. Responsible party was informed that her account will be pulled from collections and will be scheduled for a payment plan starting 1/15/15. Responsible party was satisfied with the resolution and agreed to make monthly installment. Western Dental sincerely apologizes for any customer service that failed to meet her expectation. and for any dissatisfaction and any inconvenience that this matter has caused her.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: August 2013 I took my daughter [redacted] to Western Dental Care in Compton Ca. Her first visit they did x-rays they told me she needed a baby tooth remove and say she need a root canal they remove the baby tooth that day and give us a appointment to come back on September 2013, we came back on that day she was call back, in about 3 to 4 hrs she came out with the dental assistant she give me medication for pain and infection and said that her root canal was done! NO Appointment to came back no nothing and no I did not question what she said because I had no reason she said she was done with no appointment to come back we left.17 Months later in February 2013. [redacted] tooth started to hurt and her breath started to stinking so we made a appointment to go back to Western Dental in Compton Ca, they took her back did a x-ray and came out and told me she needs her tooth remove I though that she had a wisdom tooth coming in but no come to find out they did not tell me they told her that she did not get her root canal so when she told me I ask question about what was going on they said that she never had a root canal and this is when I found out that they never finish the root canal that they started it was never completed and this is why her tooth is decayed and has to be remove. She is 13 and her teeth is still shifting once this tooth come out she needs more work done on her tooth her bone was infected and has to be fix she needs braces to keep her teeth from shifting this has cause my child to suffer and the need to pay for what they did and that day we was there her teeth was infected they did not give us nothing for that because I had to get her to another dentist and that was two days later [redacted] in BellflowerDesired Settlement: DesiredSettlementID: Refund

They need to paid for her treatment for her bore placement and her braces, suffering and are time because they said that it was my fault and if I would had brought her back in 6 months for her check up I would had now that her treatment was not done.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Western Dental sincerely apologizes for any inconvenience that this matter may have caused responsible party. Please note that this case is currently being reviewed by patient's insurance company due to a grievance that responsible party has filed. All pertinent information has been forwarded to the insurance company for review as they will determine the outcome of the complaint. Responsible party is encouraged to contact her insurance company for a resolution to her complaint.

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.

I disagree, [redacted] stated that it was a( he say she say) but if it was a he say she say ( why did the Receptionist look in the log to check and see if they did make my [redacted] a appointment and she said we never give here a appointment to come back and everyone in that office that day heard her so how is that a he say she say it was on they record that they made that error. [redacted] was the manage that day and the receptionist told him what happen [redacted] and [redacted] was there and another receptionist was there I don't have her name so how is this my fault and I have to paid all this money to fix there mistake.

Regards,

Review: I had a 5:00 p.m. appointment for cleaning & x-rays on 01-16-15. I sat in the lobby for an hour before I was seen. I took off work early with no pay, to make sure I was on time, I had to ask when was they going to call me back to start my x-ray / cleaning. After Dr. [redacted] did the x-ray, he ask if I could come back for the cleaning, because they were closing, I stated that my appointment was for cleaning & x-rays, and shall not have to come twice for what should be done now, I decided to cleaning my, but stated that he was ready to go home "look at the time", this was the worse cleaning I have ever had, it was a rush job and my teeth do not feel clean. I had another 5:00 p.m. appointment on 01-23-15 for fillings, I sat in the lobby again for a long period of time, again taking off work, with no pay to make sure I was on time. When I was finally called to the back Dr. [redacted] ask if I could come back, because it was late and he would not be able to fill all my teeth. I said that it is not fault that it is late, I was on time for my appointment. Dr. [redacted] stated that Western Dental does not operate like other Dental office, just because you have a set appointment, does not mean you will be seen at that time. I stated that if I took time to be there, I should not have to come back again, he stated that it was time for he to go home, he only had to fill a couple of me teeth and I would have to just come back. I decided all of nothing, I can't keep taking time off work, and not get what was promise to me.I asked for a copy of my x-rays via email, and a refund for my deposit for the filling that I did not receive. I am not received it yet, I spoke to Noemi Quintero(Patient Care Coordinator). I WILL NEVER GO TO WESTERN DENTAL EVER AGAIN :-(Desired Settlement: I am asking for a full refund along with the my filling deposit, I never received any fillings

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Please note that as indicated in our previous response to the Revdex.com, protecting member information is not only our company policy - federal law now requires it. That is why we must first get a release of health information from our patient authorizing us to disclose any information regarding this case. WDS requires that patient complete and sign the "Western Dental Services Authorization Form" As a result, WDS responded directly to the patient regarding this matter on 1/19/15. However, as soon as the signed release is received by WDS, we will forward any pertinent information to the Revdex.com.The release form provided is blank and has not been completed by patient.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Patient was contacted on 2/20/15 to address her concerns. Western Dental apologized to patient for the wait time that she experienced that was longer than what she anticipated, also for any miscommunication or misunderstanding that may have occurred. Patient's concerns were addressed with the appropriate management. Patient was also informed that a refund request was submitted for a refund of $24.00, please allow 15-20 business days for refund to be processed. Patient was also informed that she can return to the office for a general cleaning since she felt that cleaning was not done properly, patient refused to return to the office. Western Dental sincerely apologizes for any customer service that patient received that failed to meet her expectations.

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.

Regards,

I have reached out to Western Dental ([redacted]), with no return calls. I would like a DEEP cleaning and not to be seen by the same doctor, along with my refund of $24.00, my insurance has paid in full.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Patient was contacted on 2/20/15 to address her concerns. Patient was informed that she can return to the office for a general cleaning at no charge since she feels it was not done properly. Patient was provided with [redacted]'s direct number, patient's first contact directly to WD was on 3/4/15, Patient will be contacted again to address her concerns. Please note that a refund check of $24.00 was mailed to the patient on 3/3/15. Attached is a copy of the diagnosis that patient was treatment planned. Also, is a copy of patient's contract for the treatment that patient accepted and a modified contract after patient decided to cancel the treatment. Patient was not diagnosed with Deep Cleaning, therefore a Deep Cleaning is not warranted. Please see attached itemized statement reflecting the treatment completed, insurance payments, and patient payments. Insurance was billed only for services that were rendered to the patient, the refund of $24.00 is for the overpayment from the patient. If patient returns to the office to continue with the treatment, patient will be financially responsible for her patient share based on her insurance benefits. The general cleaning (Prophy) has already been billed and paid by the insurance company, therefore patient can return to the office and have it redone free of charge.

Review: Western Dental made a clerical error when billing my insurance company in August of 2011 and the claim was denied. Western Dental did not resubmit the claim as was requested by my insurance company. Western Dental never notified me of the denied claim. I only found out in October of 2013 when I asked for an accounting and review of my bill. At this point it was too late to submit the claim myself. My insurance company says they would have issued payment to Western Dental if they had corrected the error and resubmitted the claim. I had the required coverage. Western Dental has not responded to complaints I have made directly to them via telephone, email, and their company's online complaint form. They are holding me responsible for a bill of $1,507.49 which includes late fees. They have now sent the bill to a collection agency.Desired Settlement: I want this entire debt removed.

Business

Response:

Western Dental Services, Inc. ("WDS") received your inquiry dated February 6, 2014, 2014 regarding the above-referenced complaint. WDS will contact the Responsible Party regarding this matter. WDS has mailed the Responsible Party a release form on February 6, 2014. Protecting member information is not only our company policy - federal law now requires it. That is why we must first get a release of health information from the Responsible Party to be able to disclose any information to you regarding this case. As soon as the signed release is received by WDS, we will forward any pertinent information to your office. Should you have any further questions, please feel free to contact the Patient Relations Department at (800) 992-3366, extension [redacted].

Review: I am continuing to receive harassing calls from the Western Dental Call Center, the Santa Ana office. I had my initial ortho appointment last month as a new patient and was advised to get braces. I sat with the representative to go over the cost, insurance coverage and my patient responsibility. I advised the rep that at the time that I was not ready to get the braces or start a payment plan just yet and that I would contact the dental office after the new year to schedule an appointment. I inquired on receiving sales/ harassing calls since I seen the previous history of complaints against the business. I was assured that I would not be contacted. 3 days later, the harassing calls began and they have not stopped. The call center leaves voice messages stating "this is an urgent matter regarding your account" but when I call to inquire, I get a sales rep trying to get me to start a payment plan for the braces.

As of today, I received another call and voice mail, this occurs once or twice per week since my initial appt one month ago. I called the call center back and requested a manager. Instead, I was transferred to 4 other employees and was never given the chance to speak with a manager. I spent 32 minuets on the phone just to get the run around and this has happened on 3 separate occasions. I have the phone records of the incoming calls and voice messages along with my personal notes on the dates I called the call center and who I spoke with. It has been roughly 1 month and I have had to waste time calling to request no contact on 3 occasions and it still continues. I will not be bullied into purchasing a service I am not ready for.Desired Settlement: Please just stop contacting me and notate my account that I do not want any calls period. I will notify the dental office in San Diego when I am ready to get braces. I have no balance due so the harassing calls are driving me to take my business and insurance elsewhere. This is unacceptable.

Business

Response:

Western Dental Service, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.Western Dental sincerely apologizes for any dissatisfaction and any inconvenience this may have caused patient. Please note that patient's phone number was deleted from our company database on 11/19/14 as patient requested. Patient will not be receiving any more calls from WDS.

Consumer

Response:

I appreciate the Revdex.com's assistance and accept the company response. I will say, it is a shame that I had to make so many calls to the company to get the same harassing calls in return and now that I have filed the complaint with the Revdex.com, they claim they will stop contact. I hope so. Thank you again Revdex.com.

Regards,

Review: Thank you for helping me in this matter, in May this year I went in for my follow up, sat down & was presented with a "bridge" that was not only almost corn yellow but was chipped. It was also straight ( my mouth has a significant arch) I stated that I hadn't decided on a bridge or dentures as yet as I need both & was upset. I made the suggestion that we work to lighten it or make it right ; however Dr. K stated that I " should find some one to make my own teeth for me , some one that would make me happy. That even if I didn't take the 3,000,00 bridge I would HAVE to pay them 1,500.00 anyway". At which point I was in tears & they would put me on hold & not return my calls so I have not been able to resolve the matter.

Product_Or_Service: bridgeDesired Settlement: DesiredSettlementID: Refund

I should not be billed for a product that is not in my mouth. I was humiliated & left with trying to find a way to put teeth in by myself alone. I need your help. Please

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Upon review of account it has been confirmed that patient was diagnosed and presented both with both a partial and a 3 unit bridge to address her dental condition. Please see attached diagnosis form signed by patient understanding that she was presented with the diagnosis and was given the opportunity to ask the doctor any questions that she may have regarding her treatment plan and her oral health. Also, please see attached contract signed and agreed by patient. Patient opted for a 3 unit bridge after she was presented with her diagnosis. In the signed estimator it also states * You are responsible for up to 100% of the cost of fixed or removal prosthodontics even if you do not return to take delivery* Patient did present to the office on 5/4/15 for the delivery of her bridge. Patient presented with a temporary bridge that she had fabricated at home. Patient would not allow the dentist to remove her temporary bridge and asked to see the bridge that was delivered by the dental lab. Patient was not happy with the bridge and stated she wanted the bridge to reflect her teeth from 20 years ago and provided the doctor with a picture from 20 years ago. The doctor explained to patient the expectations so she can have a realistic understanding, however patient disagreed with the doctor. Doctor did inform patient that bridge can be sent back to the lab for any modifications needed. All WDS staff present during the attempted delivery of the bridge confirmed that bridge was not chipped, also patient was left alone with the bridge for a few minutes to further consider her treatment in progress. After patient was dismissed the office staff noticed a piece of the porcelain was chipped off, at this point the bridge was sent back to the lab. Nonetheless, WDS encourages patient to return to the office to continue with her the delivery of the bridge that was fabricated for the patient per agreed contract. Patient will continue to remain financially responsible for the cost of the services already performed, therefore a refund is not warranted.

Consumer

Response:

As previously stated I requested ee work to make brige fit Dt. said " you need to go find someone you will be happy with" I am not paying full price for services not rendered. The office immefiatly gave me a refferal slip & did not receive or return my calls. they did however take defuctions monthly from my account. this item. as stated on initial complaint wouldnt have been the correct fit. however; Dr.never gave me a chance to make it fit now did he? then states even if I dont use it I will pay 1500.00.I am on a fixed income also dyslexic forms vbeing thown at me while in pain with teeth about to be extracted.....sighning here there ....im old I wanted dentures.now I csn not afford them. thsnks to all of this. I would like to amicably solve this. However please I Should Not have to pay for teeth not ever received into my mouth...P.s.I was not welcomed back to the office for any adjustments.therefore I coulf not receive sny adjustments now could I? They told me to seek out other treatment gave me a refferal slip & woulnt take orreturn cslls.Technically when id call If id get through...id get put on hold @ 5- 10 min. I tried many times to communicate only got thu a hsndful of times ...same senario each time...

Consumer

Response:

Dear WD & Dr.R. At this point I am on the east coast & not returning to Socal my family comes first. I must rebuild my life from scratch this might I add with no front teeth which explains my animosity(my appologies). Should you be unwilling to forgive this billing then conscider perhaps( btw ive researched what Your cost actually Is to make the bridges...), either...$cost. would be fair &/ Or sending the unit to me so I may choose my own Dentist When I finally settle in a place.That is If you are planning to charge me I certainly should have the unit sent directly to me as a stipulation. However I should hope that you wouldve had some mercy a few times once a year as I had called several times to appologize.Check your staff...Please& thank~you,[redacted]

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Please note that patient's concerns have been forwarded as a formal complaint and a written response will be mailed to the patient within 30 days from today's date. Patient was contacted to address her concerns and was informed that a formal grievance was opened on her behalf, patient understood the grievance process and agreed to wait 30 days for a resolution to her complaint.

Review: yes I asked for a refund of unused dental services that I paid in advance for and western dental is refusing to give me a refund of unused dental work that was never complted they said becuse I filled a grivence they will not give me my money back

Product_Or_Service: dental serviceDesired Settlement: DesiredSettlementID: Refund

I want a check sent to me for unfinshed treament

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. Western Dental sincerely apologizes for any inconvenience that this matter may caused patient. Please note that refund was not denied to patient because of her grievance. The refund was going to be processed once a resolution was made to determine the refund amount that patient is entitled. A refund check was mailed to the patient on 5/26/15 for $830.50.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

this is my rebutal they said check was mailed out on the 26th of may it has been over a week and a half I personally think they are lieing about this

Review: I purchased braces at a cost of $3400.00 (paid cash) 7 months ago and haven't received the level of services described to me at the time of purchase. Each visit I wait 2-3 hours to get in for my appointment, which causes me to take extended unforeseen vacation. In the short time I've been going there they have changed orthodontist "three times. I just recently broke off a main bracket and when I called first thing in the morning (9am) the employee told me that now they only have orthodontist in the office Friday and Saturday and that I would have to wait until Friday. She said show up at 9am and they'll try and fit me in if someone cancels. She was trying to schedule me on Sat June 14th (3weeks out) to have this fixed. I told her this time wasnt acceptable and reminded her that I was told at the time I bought these braces, if any brackets break off to contact them immediately and they would get me in right away to take care of the problem. My wife's an RDA and explained to me this isn't acceptable given the teeth move so quickly and everything they've already done will get jacked up. I've paid for an expensive product and service for which I'm not getting acceptable service as agreed upon.

Product_Or_Service: Braces

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a refund of 50% (Im requesting less than 1/2 the service time which was 18months to be able to go to another Orthodontist to have the work completed, correctly and timely. The fact that they have changed Orthodontist three times, they are always overbooking appointments which create unacceptable service times. Making me wait 3 weeks to fix a broken bracket is completely unacceptable service.

Business

Response:

Regarding Case #[redacted]

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

Thank you for taking the time to provide us your feedback and concerns. Please note that I have attempted to reach the patient and have left a message with my direct number. Western Dental sincerely apologizes for any customer service that the patient received that failed to meet his expectations and for any inconvenience that this matter may have caused him. Upon review of the account, records show that the patient recently visited the office and did not express any concerns to the Office Manager. In order to better assist the patient, I would need confirmation of his request so that I can start a refund process. Again, we apologize for any inconvenience that this matter may have caused the patient and would like to request a follow-up with me directly at [redacted].

Thank You,

Customer Service Supervisor

Consumer

Response:

I would like to have this complaint re-opened please. I hadn’t heard anything from the Revdex.com or the business, until two weeks ago when a representative from Western Dental contacted me, asking how I would like to proceed. I explained to her that I had an appt. today with another Ortho Dr. to get a consult. I called Elizabeth Aceves at Western Dental ([redacted]) and she says that they will have a response by September 27th I wasn’t aware I needed to respond because I hadn’t heard from either party. The other Dr. said I will need braces on for another 18mo.

Thank you for providing assistance to me during this.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

The Grievance Committee reviewed patient's inquiry and a resolution letter was mailed to patient on September 26, 2014. In the resolution letter patient was advised if he disagrees with the Grievance determination and has new or additional information, which was not previously provided to the Grievance Committee, he may appeal the decision by submitting the information with a written letter of appeal to the WDS Patient Relations Department.

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.

I haven't received the response from Western Dental in the mail, however I called them and they read their proposal to me. They would like me to come in and be re-evaluated completely at their expense and develope a new treatment plan for me. I've already spoke to [redacted]

Customer Service Supervisor for Western Dental at [redacted] and explained to her at this point I'd rather just take my losses and finish my treatment elsewhere. My confidence in this company and the horrible services I've received is my reason for wanting to go elsewhere, where mind you I'll have to pay $2380 to finish my treatment over another 18months. She explained that I still have a credit balance of $1180.00 remaining out of the $3400 I paid up front. I also called the local office manager [redacted] and she said that she would work on the internal audit and get that info to coorporate for their review. I would like a refund of my remaining balance of $1180.00 and copies of my records. [redacted] already explained that she had made copies of my records for me to pickup whenever I'm ready. I explained to her that until I'm told how much of a refund I will get and when I should get it, I'm not agreeing to anything.

Review: I needed work done on 3 teeth. This office was convenient, they have interest free financing and one of their other offices did good orthodontic work on my son so I decided to have work done there. I showed up 1:30 for a 2PM appointment to start the work, after waiting about 20 minutes I was informed that I couldn't be seen until 4:30 and the dentist was at lunch. I should have cancelled all work right then and there. I rescheduled and started with a root canal on tooth 3 ... I was in the chair with a block keeping my jaw open for hours, the dentist would get to me, do something then go to other patients - then they all seemed to take off for lunch .. about 2 weeks later I come in to get my permanent crown, after about a week, something wasn't right, there were big gaps between the teeth, food was lodging into my gums and I was still feeling temperature and sensation, I stopped it and they scheduled me to replace the crown without even looking at it, they knew it was bad. They take 2 new impressions and send them to 2 different labs for 2 crowns, I have never seen this before, they cemented it in - it was better but still jamming food, I cancelled the rest of the work, saw my last dentist for a cleaning and a second opinion, he says there appears to be a 4th root and the crown was poorly fit. I wrote to Western Dental corporate, enclosed the quote from my other dentist as well as an x ray, bottom line is that they refused a refund, they wanted me to drive 100's of miles to one of their northern offices to have it fixed and now they turned me in for collections. I have to have this work done all over again. I filed a complaint with the California Dental Board. The office seemed short staffed. I don't think it is possible for them to do quality dental work. I just want it fixed, NOT in one of their offices.Desired Settlement: I want a refund so I can have this work redone correctly, as it is tooth 3 and the surrounding area is always infected, bleeding and painful ... They can pay the new dentist directly, its not about the money, its about having the work done correctly. They have also reported me to the credit bureaus for the $380 balance that I refuse to pay, I want this reversed.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

Upon review of your account, it was noted that you

had previously filed a Grievance and a Resolution letter was sent out to you on

March 14, 2014. Accordingly, the

Committee respectfully denied your request for a refund or any adjustment to

your account balance. Nonetheless, as a gesture of goodwill, WDS would provide you with a no-cost

evaluation of your current dental condition by the managing dentist at the WDS

Hanford office, provided that you schedule and attend this evaluation within

thirty days from the date of the letter. Should the managing dentist recommend

that any of the treatment completed by WDS needs to be re-completed, this will

be performed at no cost to you, provided that you complete the recommended

treatment within ninety days from the date of the letter sent. Records

show that you did not return as indicated on the Resolution letter. Regardless,

we apologize for any inconvenience that this matter may have caused you.

Accordingly, it was determined that you remain financially responsible

for the remaining balance for services rendered. Please note the above

referenced account has been assigned to a third party collection agency, Arragon,

and can be reached at ([redacted] to discuss payment arrangements.

Should you have any questions regarding your concerns, please feel

free to contact the Inquiry Response Unit at [redacted]

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.

Their Hanford office is about 300 miles away, so this is no solution. The tooth they treated is constantly inflamed because of the poorly fitting crown, this has been confirmed by my dentist Dr, [redacted] on 2 occasions now as I get my teeth cleaned quarterly. The perio pockets around #3 are now at 6 ... All I want is this fixed correctly, NOT at a WDS office as I do not trust them whatsoever. I have an active complaint open with the state dental board, I supplied them the Xray and notes from my dentist that I have also supplied WDS. They can pay to have my dentist fix it or they can refund my money and I'll take care of it. I have had a lot of dental work throughout my life but none as bad as this ...

Regards,

Business

Response:

We regret to hear that you were dissatisfied with your resolution letter. Please be advised that the Committee reviewed your concerns and your treatment and at this time they have determined that you would remain financially responsible for the cost of your services and that no refund would be warrented at this time. We encourage you to present to the WDS Hanford office for a no cost evaluation. If you have any further questions or concerns, feel free to contact the Patient Relations Department at [redacted] for further assistance.

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.

Their "committee" is part of their company. They have not looked at the work they did, they have no idea how bad it is and getting worse. Perio pocket up to 6 .. bleeds and inflamed every day, painful every day, every night. All I want is this fixed, that's it. Maybe I should visit a lawyer at this point to sue them for malpractice .... because that is exactly what it is.

Regards,

Business

Response:

We regret to hear that you were dissatisfied with your resolution letter. Please be advised that the Committee reviewed your concerns and your treatment and at this time they have determined that you would remain financially responsible for the cost of your services. We encourage you to present to the WDS Hanford office for a no cost evaluation. If you have any further questions or concerns, feel free to contact the Patient Relations Department at [redacted] for further assistance.

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.

The "committee" is part of their organization. They have never actually looked at the work done. I can even see it with a hand mirror ... My dentist here in Encinitas has confirmed it was a poorly fit crown. My next step is to either look into malpractice or sue in small claims court. I am not letting this go as I'm in pain constantly, the crown needs to be replaced and I'm not driving 300 miles to Hanford ... There is still an active complaint with the California Dental Board.

Review: Your Sacramento office located along Northgate Blvd. continues to call ([redacted] regarding [redacted]. It’s now averaging one to two times a week. I have contacted the office countless times letting them know that they have the wrong phone number and still get phone calls regarding payments and appointments. In September I spoke with the new office manager and she informed me that the family had two phone numbers in their computer system. She assured me that the phone number would be removed from your database. It’s now starting to get to be harassment because I have had this phone number since March of 2014.Desired Settlement: I demand that you remove ([redacted] completely from your date base since I have no relation to [redacted]. I would also like to receive an email confirming that the number has been removed from your data base and your organization will no longer contact me.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Western Dental sincerely apologizes for any inconvenience that this has caused. The phone number that was provided was deleted from our database. No more phone calls will be made to the phone number mentioned.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My visit to Western Dental began with a three-hour wait, and was capped off by several doctors crowding a room so they could try to strongarm me into buying more than $10,000 of dental surgery. They wanted to remove five healthy teeth.My previous dentist and my new dentist have both confirmed that I do not need anything approaching $10,000 in surgery, and that if I did, a much greater portion of it would have been covered by my insurance than I was told at Western Dental. Fortunately, I had enough spine to decline these unnecessary procedures so I could get a second opinion. I paid for a cleaning and a fitting of a nightguard. Through Western Dental, a nightguard costs more than $230.The process of fitting this nightguard was painful, as they gave me a mold that was too large for my mouth, and I was left alone in the room for far longer than the two to five minutes it takes for the mold to set.I had already switched dentists by the time Western Dental called me to tell me the mold they'd taken was bad, and they couldn't make a nightguard for me. I asked for my money back. They said it would take 2-4 weeks.That was April 21. I have since called their office or their billing department every three days. I have been placed on hold for a half hour, hung up on, and promised calls back which never happened. I have left messages with people and machines in various departments and have yet to receive a single call back.A month ago, I finally reached someone in Billing, who informed me that the branch manager, Alex, had not even filed the paperwork to begin the refund process. They would need another 2-4 weeks! After finally reaching Alex, he agreed to submit the paperwork.I learned today from Billing that Alex still has not submitted the paperwork, more than three months later. I called repeatedly for Alex, who avoided my calls. A receptionist promised me that Alex would call me back today about this. I received no call.I paid for a product, and did not receive it. I want my money back.

Product_Or_Service: NightguardDesired Settlement: DesiredSettlementID: Refund

I want the cost of the nightguard I paid for refunded, and my insurer reimbursed as well.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

A refund check was mailed to patient on 8/15/14. Also, an itemized statement has been mailed to patient reflecting services rendered and payments applied to the account. The itemized statement reflects the overpayment amount patient is entitled to be reimbursed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I have received a refund check for $48. WD ended up charging me more than they quoted me for other services they provided, so I got back about 1/4 of the money I paid them. But after how difficult it was to get just that out of them, I'm going to quit while I'm ahead and call this disappointing result good enough. Thank you for your diligence.

Regards,

I waited about 56 minutes and got to the appointment on time and my son was not seen because they did not have enuff dentist but yet we were the only one cancelled. The dental equipment is dirty its a disgusting place.

Review: I had a consultation for braces back in mid 2012 with Dr. [redacted], we discussed what my goal was and mapped out a plan in order to accomplish those goals with a time frame of 18-24 months. I began care and within six months of treatment Dr. [redacted] said I would need to have my left upper and two lower premolar teeth to make space for the crowded lower teeth and to also pull in both the top and bottom rows that were extended and protruding outward. This deviated from the original plan and never did she discuss that this change in action would extend the contract therefore costing me more money due to it requiring additional time. At the end of my

24 months I was scheduled by the office staff for a follow up visit where I was left in the waiting room for an hour and once I questioned staff I was told that I needed to extend my contract which would cost an additional $1900 and I absolutely felt ambushed. I asked what would be the motivation to aggressively work to complete anyones care if they could charge patients by the amount of time especially if you could extend that contract I was told I don't understand the physiology of teeth. They finally relented and agreed to treat me but again set another follow up where this same scenario occurred but this time I was refused treatment. I filed a grievance with [redacted] Dental and they were asked to return a portion of my money of which I have not received nor have they given any correspondence. I believe they prey on low income families who don't have a knowledge of dental practices and extend contracts unnecessarily. My three teeth were removed in there dental office as wellDesired Settlement: To recuperate the majority of my finances paid to them so I can start treatment with another orthodontist to finish the process

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Western Dental sincerely apologizes for any inconvenience that this matter may have caused patient. WDS has contacted insurance company to obtain correspondence requesting a refund. WDS is not in receipt of request for a refund from the insurance company. Upon receipt of documents from insurance company WDS will process refund to patient. Western Dental sincerely apologizes for any inconvenience that this matter may have caused patient.

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. [redacted] Dental has sent multiple request for payment but only in the amount of $1544. I am requesting more than that because I now have to start over with another orthodontist and have gotten estimates from $5000 to upwards of $6000 to finish the process. I have those available for review if necessary

Regards,

Review: I gave the office [redacted]s insurance information to bill. They didn't bill the insurance and billed me personally and I had no cooperation with their corporate office. Their local office explained that they couldn't get corporate to work with them either. Corporate took 10 months to fix the problem and kept contacting me for payment the entire time.

My other daughter [redacted] received a new insurance back in February of 2015.. I gave the office a copy of all the insurance information necessary to bill the remaining balance of her braces. We are in July and they still have not billed the insurance to pick up the remaining balance and they keep calling me for payment. I have called numerous times to try and get some cooperation but their corporate office is no help and the local offices hands are tied. I have been paying on her braces since February when the insurance would have paid it off.Desired Settlement: The company needs to either go out of business or get their office in order. I want them to bill the insurance so this can be resolved.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Upon review of account it has been confirmed that responsible party did provide new insurance information to the office. Please note that office did bill insurance company, however due to patient being in active treatment when insurance became effective the insurance company stated they would not pay for any treatment. On 6/8/15 claim was resubmitted again for reconsideration of payment. Again, on 7/16/15 a follow up call was made to the insurance company and WDS was informed that claim is currently pending to be reviewed. WDS will contact insurance company again to trace status of claim.WDS will continue to request payment from the insurance company until all efforts have been exhausted. If insurance company pays for existing treatment and account results in an overpayment, WDS will reimburse responsible party accordingly. WDS sincerely apologizes for any inconvenience that this matter may have caused.

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.

Regards,

I have contacted the business over a six month period numerous times and spoke to at least 10 different people giving them my daughters new insurance information but the company keeps billing my daughters old insurance.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.Insurance has been contacted and confirmed that patient has benefits, a claim is currently pending to be processed by the insurance company. WDS is currently waiting to receive payment. WDS is unable to determine if responsible party will have a remaining balance until claim is processed due to insurance becoming effective when treatment was already in processes. Due to the pre-existing treatment the claim will be paid by the insurance company at a pro-rate amount. Account was place on hold and no payment is expected from the responsible party until further notice. Once claim is processed and paid WDS will determine if a refund is warranted and will be processed accordingly. Western Dental sincerely apologizes for any dissatisfaction and inconvenience that this matter may have caused.

Review: I went to Western Dental with my daughter in March to see about getting treatment. My daughter changed mind her about getting services. I could not get services because my blood pressure was too high and I never committed to a treatment plan. On April 14, I got a past due notice for $4,654. I called and told them I don't owe them anything. After about 15 minutes on the phone. The agent then said she took off the $4,654 and that I now owe $79 for a special x-ray. Western Dental are crooks and from reading other online reviews this a standard practice for this company.Desired Settlement: I want this off my credit report and I do not owe them anything.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. When patient presented to the office for a consultation on 3/13/15 exam and a panographic film (x-rays) we completed. Upon completion of exam it was determined that patients' blood pressure was high, the dentist then determined that treatment cannot be started until a medical release form was completed by patients' primary physician, please see attached medical clearance form provided to the patient. The office inadvertently opened a contract based on the diagnosis that was provided by the dentist. When the patient contacted WDS to address her concerns the contract was immediately closed. At that time patient was informed that she was responsible for the WDS plan sale of $79.00 that covers exam and x-rays. Please see attached Patient Information Sheet signed by patient. Patient consented and agreed to treatment and acknowledged consent to the examination and/or treatment by doctors, doctors' assistance and other medical personnel and is financially responsible for all charges for services performed by provider. Also, see attached Health History form completed and signed by patient. Patient consented to the performance of x-rays and exam, therefore patient will remaining financially responsible for the WDS plan sale of $79.00 to cover services performed. If a plan sale is not purchased UCR (Unusual Customary Rates) can apply. Without the WDS plan sale the fee for the exam is $154.00 and $188.00 for panographic film (x-ray). Patient is encouraged to contact our payment department at 866-620-8390 Ext. 75212 for a payment arrangement. Also, the credit bureaus has been notified that a contract was opened by mistake and credit reporting will be updated to only reflect a balance of $79.00. Once the $79.00 is paid, the credit bureaus will be then notified again that patient has a zero balance. Western Dental sincerely apologizes for any dissatisfaction and inconvenience that this matter may have caused patient.

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.

May 6,2015 I called WD and kept being placed on and when I finally did reach someone they said my birthday did not match my name. Now back to my complaint and why I feel WD is completely incompetent. My daughter paid for both of x-rays and she is still waiting for a refund from WD btw. I did not get any special x-rays, I could not get any dental service because of my blood pressure, and WD refuses to send me am itemized account balance.

Regards,

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.Western Dental sincerely apologizes if there has been any confusion in regards to patient making a payment, in the initial complaint patient did not mentioned that a payment was made towards the account or that she was expecting a refund. In the initial complaint patient disputed balance and account balance was addressed in the response. In reference to the special x-rays, these special x-rays (Panographic Film) were necessary in order to address patients current dental condition. Patient was given a diagnosis in requiring Upper and Lower Dentures, and in order to determine if there was any bone loss or other dental factors that could jeopardize the placement of new partials. therefore special x-rays (Panographic film) was required. As noted on the previous response, $79.00 is for treatment that was rendered and patient accepted and agreed to treatment per signed consent from patient. In the initial complaint there was also no mention that patient requested an itemized statement, there is also no record that patient requested an itemized statement. An itemized statement has attached for patient. Patient was contacted directly on 5/7/15 to address the payment that she states was made. Unfortunately, there was no answer and voicemail was full. Patient may contact our Customer Service Department at 866-319-9409 to provide proof of payment.

Review: I received a statement from Western Dental this year. The problem with that statement is that I have not received any services from Western Dental this year. I called them but they asked me to come into their office, I went and they said they resolved the issue and not to worry about paying. After that visit they asked me to come into the office again to resolve the issue and once again I was assured that it was all taken care of. I continued to receive statements and phone calls from Western Dental even after they assured me the issue was resolved. I have now received a letter from collections and have gotten phone calls due to this issue. My only defense from collections is an email I asked from one the many representatives who called me. I am worried that my information was mixed up with someone else's and that due to their mistake my credit is being ruined.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to compensate me for the time they made me waste and the stress they have caused me.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. Patient has been receiving billing statements for the incorrect patient. The system shows that patient's address and phone number were listed in another chart that has the same name as the patient. The only similarity is the name, the account patient is receiving billing statements for has a different date of birth and different social security number. The mistake has been corrected and the collection agency has been notified to correct mailing address and phone number. Patient will no longer be receiving billings statements and phone calls for a different patient. Patient credit not been affected since account is not being reported under her date of birth or social security number, therefore no compensation is warranted. Nonetheless, Western Dental sincerely apologizes for any inconvenience that this matter may have cause patient. Patient was also personally contacted today for an apology and to reassure her that her credit has not been affected and that correction to the address and phone number have been made.