ComplaintsforCrystal River Dental

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would just like to explain my absolutely awful experience today. After my appointment had been changed 3 times by Crystal River Dental in *******, **, I finally got my "teeth cleaned" after attempting to be seen since July. This was my first cleaning at this office, too. I went today, unaware that it was just the receptionist and a hygienist. While getting my teeth cleaned, which only took ********************************************************** which I have a permanent retainer. She threaded the floss through and yanked it up and ripped half of my PERMANENT retainer off of my teeth. I instantly felt my teeth shift. I told her something was wrong. She continued. She ripped even more of my retainer off while continuing to floss. I told her to stop because she messed up my retainer. She looked and was like oh I do see a little spot and asked if I had to go back to work. Yes I do. I asked for the dentist to come look at it so we could get it taken care of- she said oh hes not here. WHAT?! I was paying for a cleaning and wasnt even being evaluated by the dentist?! She then, without much apathy, said can you come in next week to get it fixed? I was like I need this fixed now. My bite has changed and my mouth hurts. Nothing was done. The dentist wasnt in and wasnt coming in. No one would see me in a 1.5 hour radius after the sweet receptionist called around to see if any other dentists could help. So now I have to go the entire weekend with half of my permanent retainer ripped out and sore teeth. The wire is shifted completely and is pushing on the top of my teeth. This was absolutely unacceptable. While I am being seen on Monday, me, nor my family, will be returning to this office.

  Business response

  05/13/2024

  Patient had an exam and x-rays completed by the doctor in October of 2023. Patients are routinely scheduled for once a year evaluations if they are in good oral hygiene standings, which this patient was. Those patients are schedule with only the hygienist for a cleaning every 6 months as per standard dental office guidelines. ******** was booked on a Friday which is a normal day the office is closed but we just started opening two Fridays a month to accommodate our patients needs. We are the only dental office in town who participates in nearly all PPO dental insurance plans to help keep our patients cost down and to provide a dental home for patients who want to go to an in network provider. This unfortunately creates a situation where we do get booked out sometimes a month or two. ******** did have a portion of her permanent retainer come detached which is not entirely uncommon in the dental field. She became very upset and we attempted to send her to another office to have it reattached or stated we could get her in first thing that following Monday. ******** came in the following Monday and the doctor reattached the retainer and documented the procedure. ******** was not charged for the visit and we apologized for the inconvenience. Teeth do not shift instantly since they are in bone so we knew that would not be an issue waiting till Monday. Please do not hesitate to reach out for any further explanation. 

  Thank you,

  *****************

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