ComplaintsforChildren's Dental & Orthodontics at Preston Trail

• Initial Complaint

  11/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/17/23, my son received an orthodontic consult, in which we were told he needed a spacer and braces (phase 1 treatment). We paid $600 deposit and made an appointment to return to have his appliance affixed on 10/19. On 10/19, I called to confirm the appointment and ensure the appliance had arrived to the office. The manager checked and discovered it was not. She assured me she would call as soon as it arrived and schedule my son at the next available appointment, even if they were full, because it was imperative they install it as close to taking the molds as possible or it would not be usable (given how quickly kids' mouths change). The office charged me $60 on 10/19, despite not having the visit because they failed to obtain the device. On 11/15/23, I had not heard from the office, despite having called and left messages. I took my son in for a dental cleaning and discovered the orthodontist had left the practice and there would not be replaced until January. The dental manager checked and discovered the spacer appliance had arrived in the office and had been sitting in a box in the office. I can only assume I never received a call because the ortho side of the practice did not have an orthodontist on staff to perform the installation. I called again and requested a contract termination, given the practice could not fulfill its service. The manager apologized, said she understood my frustration for how poorly everything had been handled and said they would reimburse me the $60 visit charged on 10/19 but they could not reimburse the $600 downpayment. In this case, I believe the business needs to reimburse my deposit. They cannot fulfill the contract. I saw another orthodontist on 11/16/23 who said the appliance could not be used. She also informed me that Children's ****************************** had collected $1,500 of the $2K insurance allowance for *********. I have tried to resolve with CD&O office but they are unresponsive despite being unable to fulfill the contract.

  Business response

  12/05/2023

  Thank you very much for your patience in this matter. 

  We strive to provide the best in quality and compassionate complete oral care to our patients, and due to the staffing situation timing, we apologize that we did not deliver in a timely manner.  We will be refunding your complete down payment to you, as well as the insurance portion back to your insurer.  

  Customer response

  12/07/2023

  I have reviewed the business response and accept this resolution. How long will it take for them to provide the refund and in what manner will it be received?

  Customer response

  01/11/2024

  Hi - when can I anticipate the refund the business promised with regards to this complaint? They never responded to my message requesting such information and I have not yet seen any money returned.

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