ComplaintsforFamilia Dental LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They make appointments too far out and this is the only dentist that I can afford at this time and my teeth are getting worse by the day because they aren't doing anything to help.

  Business response

  07/15/2024

  Good Afternoon Bianca,

   

  I do apologize for the inconvenience. At the moment of our office is booked out. We do have a cancellation list where you can be added and if we do get cancellations we will be more than happy to schedule you sooner. Also, we accept walk ins you will just need to call our scheduling **** to give you more details on that. The wait times or if you will be seen asap is not guaranteed. 

   

  Thanks for your understanding. 

   

  PC Dept. 

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2023 the dentist pulled teeth,remaining teeth pulled January 2024 was seen again in March 2024 to have impressions made for a full set of dentures. I was given appointment for April 7th to have a final fit done, the office called on the 6th of April and canceled my appointment l called to reschedule . The lady said it's just dentures and gave me appointment for June 7th. I go to the appointment the dentist told me he didn't have time for me and proceeded to dump my impressions out on the tray, and breaks them. Then he calls office manger back to room,tells her to call lab,then tells her to put me on the priority list. She gives me appointment for June 28 2024. The dentist calls me on June 27th and tells me someone put me on the wrong column and again says that he doesn't have time for me. They reschedule appointment for July 2 at 11am, I have already told them that my appointments have to be in mornings. They call July 2 at 9:37 to tell me they don't have my impressions in the office. I have not been able eat solid foods since December, I am a diabetic, and elderly. I have lost weight and I can not speak correctly, not to mention my self esteem. It should of only taken 4 months for dentures . My health is suffering

  Business response

  07/08/2024

  Good Morning,

   

  I do want to start off by apologizing in regards to the inconvenience this has caused you.  We tried to get a hold of you last week Friday to bring you in as soon as possible but we had no luck. We want to make it right and make sure you get your dental tx delivered in a timely manner. Can you please call us back and ask for the office manager so you can be put on the schedule. 

   

  Thank you,

   

  PC Dept. 

  Customer response

  07/08/2024

   
  Complaint: 21943556
  
  I am rejecting this response because:
  They continue to cancel appointments and they do not have my impressions. It's not very professional to be told that they don't have time for you.
  Sincerely,
  
  *******************************

  Business response

  07/10/2024

  Good Morning,

   

  It was confirmed to me that lab case broke while in transit to the office they were not lost. Unfortunately it was not something Familia Dental did but it happened while **** was sending them back to the dental office.   I apologize for being told incorrect information. ************** is trying to bring you in asap to resolve this matter for you. If you would like to schedule an appt with our provider please call us at ************. 

  Customer response

  07/10/2024

   
  Complaint: 21943556
  
  I am rejecting this response because:
  I saw with my very own eyes, the dentist dump the top tray out of the bubble bag that it was in, and breaks as it landed on the tray where the bottom tray was already out, then promised me that he would put me on a priority list,then calling and telling me he doesn't have time for me,I was put on wrong list . I have never heard him tell anyone else that he doesn't have time for them. I was treated very inhumane. 
  Sincerely,
  
  *******************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had 3 fillings done on May 29, 2024, after having had what they call a check up on April 18, 2024. They did x-rays like normal. Determined I had 3 cavities and quite a bit of plaque/tartar build up on some of my teeth. They did not note any bone loss, which would most likely be required by insurance to get the deep cleaning paid for. They didn't even attempt to do any sort of cleaning on my teeth. They scheduled me for my fillings. That was fine. Over a month later but ok. I had the fillings done. One is perfectly fine. The other two were on my 2 front teeth at my gum line. My two front teeth are now touching in the middle because of the filling material. I also either have my left top front tooth that is chipped or has excess filling material on it at the bottom. The dentist never told me his name. This was after switching rooms because the first one had no working water. I have tried getting ahold of them since my fillings were done and I never got a call back. You have to talk to the corporate office and they have to leave a message for a call back. I called again today. They can't get me in to fix their mistake. I have to come in for another check up and then be scheduled to get the fillings re-done, on my dime. Also the next availability for a check up is OCTOBER. They already billed my insurance which they hadn't as of Tuesday but they did when I called my insurance today. I have filed a grievance with my insurance. I want them to refund my insurance and pay for me to go to a better dentist to fix their mess up and a deep cleaning. I refuse to return to them. They will say I didn't contact them with issues within so much time. I TRIED.

  Business response

  06/17/2024

  Good Morning ****,

   

  I want to start off by apologizing for the experience you've had at our Familia Dental office. After reviewing your account I do see that after you visit from 5/29/24 you have attempted to reach out to the office twice. Per our records office did reach out to you twice on 6/14 and 6/15. Both times voicemails were left. I also do see that you have an appointment scheduled for today as an emergency with notations about having issues with your fillings.  You don't have to wait until October you are on the schedule for today so Dr is able to fix the problem for you. Also, deep cleaning was never done nor did your insurance pay for it. 

  Please let me know if you have any questions. 

   

  Sincerely,

  PC Dept.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been going to La Familia Dental in ********** ********* for 15 months. They refused to do seven extractions at once so tooth by tooth I've been going to these horrific appointments, waiting to heal in between. I require sedation for these procedures due to Dentist-phobia. So, I'm at the finish line, I've been waiting for my appointment today to finally take impressions for my partials. Well, once again, a scheduling nightmare; this VERY important, long-awaited appointment for partials was scheduled in a totally different office and city to which I have zero connection. When I called the main number (call center) I was asked to hold while they contacted ********** office. I was passed off to the Janesville desk people (the call center rep disconnected) and I explained that I needed to come in for my impressions ASAP. I was told I have to now wait seven weeks! I said, this isn't acceptable. I'm missing nine teeth, it's affecting my life in many areas; including my not engaging in social activities and wanting to return to work but can't, since I deal with the public. Any self-confidence I had is completely gone. I don't want to smile or even talk. I was trying to express this to the female I was talking to, who said I must have done something to cause the appointment to be set at the wrong location (150 miles round-trip). Again, I've never had any connection to the city of ******. Anyway, the girl tells me she's not going to schedule me because I was "argumentative"! I did not raise my voice nor use foul language, I was simply stating FACTS she didn't want to hear. She followed up with saying her manager would contact me. I said, ****, what is the managers name? She LAUGHED AND SLAMMED THE ***** DOWN IN MY EAR! I have zero confidence this rude, uncaring person said anything to a manager and highly doubt a manager will be calling me. These events leave me toothless for the entire summer when TODAY was supposed to the day my impressions made! Just finish the job!!!

  Business response

  05/29/2024

  Good Morning *******,

   

  I do want to start off by apologizing for the experience you had at our ***************** yesterday. I have spoke with the office manager who investigated and confirmed there was a scheduling error done by a different clinic, as I believe you are on the schedule in ******. She said she will be in touch with you shortly to try to bring in you asap to ensure you start your impressions. Keep in mind the denture process does take about 3-4 months. It is a 5 step process with visits every 2-3 weeks. Please be by your phone so you are able to answer the office manager phone call. 

   

  Please let me know if you have any questions. 

   

  Sincerely,

  *** (PC Dept) 

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Familia dental is the ONLY dentist in the area that accepts ******** so they have a monopoly in this area. I had an extremely painful tooth and i had to get seen first to evaluate then they scheduled an extraction A MONTH later. I was in pain the whole time but they FORGOT to send my antibiotic to the pharmacy. Then I tried contacting them multiple different times and ways but with no resolution. I had to go to prompt care for antibiotics. Now a different tooth broke off and I got an appointment quickly but the dentist said she couldnt do anything and set me a filling appointment for 4 weeks later. Once again Im in pain and I did manage to get antibiotics this time but they didnt help the pain. My nerve is exposed and I have to wait a month for the dentist to fix it. I have no way of contacting them to explain my urgency or concern. I am beyond exhausted and irritated from being in pain for over a month. Id like ********************** to update their website, telephone systems, and staff to be reachable. The office is clearly run down and dirty which is a whole other concern. I just want to be able to contact them and get help I need.

  Business response

  04/08/2024

  Hello,

   

  I do apologize for the experience you've had at our dental office. It is a very busy office and our staff does try to their best to bring patient when doctors schedule has availability. You can always be addred to our cancellation list or try walk in but with a walk in patient there is no guarantee on wait time or if the treatment can be done same day. It all depends if there is no shows or last minute cancellations. I do apologize that the doctors schedule is booked out and they dont have any sooner openings for you. As mentioned you can always be added to cancelation list incase something sooner opens up.  Also, if the office is not available to take the call they will get routed to our scheduleing **** for further assistance. We want to ensure instead sending you to a voicemail you speak with a live rep. 

   

  Thank you,

   

  PC Dept

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My problems is that Familia Dental keeps trying to bill me for something I do not owe. I have paid the bill from a statement mailed to me 02/28/23 for ******. I called and they made a mistake on the bill and said it was ***** I paid that on 05/03/23. They continue to bill me when I have not been seen by this dentist since 07/07/22. Every year that my insurance benefits renew in the begin of the year in Feb they continue to bill me. I have received a statement dated 01/31/2024 for ***** of which I do not owe any money to them. I want the incorrectly billing to stop. I do not want my husband credit being ruined due to their error on incorrectly billing us. I need this to stop. I feel like they are trying to get away with charge me something I do not owe.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on the waiting list for about 6 months before I could get into see the dentist. I went to my PCP twice during the waiting period. Once I get to see the dentist I'm told a need a root canal, my insurance doesn't cover it, they tell me I can get an extraction but this tooth is essential (well my insurance doesn't think ***** they don't cover the tooth) i agree to extraction, I'm told they'll call me when they have a dentist available as they are getting a new dentist hired. Several months go by no word from them. I find two other dentists that will do this procedure for me but I need a copy of my X-rays. I request my X-rays several times no results. I call the office no call back no answers to my concerns. Here we are a year later I still have a nerve exposed I'm sure my jaw is infected and needs further surgery, I finally get in touch with someone and not only does she tell me she can't find me in y he e system after she does she tells me I'll need to have a new appointment bc the dentist I seen is no longer with the company. (My X-rays didn't change bc the dentist did). Then I find out tonight she scheduled me at a dentist office 2 hours away from the office I need to be seen at. I've never had such unprofessional, unpleasant experiences with any health care provider in my life. Just give me my dang xrays so I can go to a business that wants me business. I'm seriously so frustrated I'm about to pull my tooth out myself.

  Business response

  03/29/2024

  Hello *****, I apologize for the inconvenience. I was able to look further into your account and it looks like the office manager did try to help by accommodating for sooner appointment than the one you had scheduled. You ddi have two additional appointments scheduled for 12/1/2023 and 1/26/2024 both were missed. I believe you did not show up. Records **** did send your records on 10/23/2023 by mail as you requested. I will have the office resend them to your mailing address.

  Customer response

  04/29/2024

   
  Complaint: 21161703
  
  I am rejecting this response because: You sent me a message in regards to my complaint, it was dated April 5, 2024. It says I have 30 days to respond and it hasn't been 30 days and it hasn't been resolved either. 
  
  This response is in regards to complaint number 21161703. 
  
  The business responded with I had two scheduled appointments which both of them I missed. Which is untrue due to the fact I didn't see them until August and the appointments that were made were made in a completely different city that is hours away. She needs to be more specific with what location my appointment was at. But to further update my situation, I finally got an appointment at the right location, just to be told I need to start from the beginning with getting new x-rays, seeing a new dentist due to mine not working there no more. My issue is still unresolved, I've needed a root canal for a year now and after all this time going back and forth with this company they tell me they don't do root canals even if I had the money for it. THEY COULD'VE TOLD ME THAT A YEAR AGO. WHERE'S THE COMMUNICATION AT SERIOUSLY?? WHY AM I GOING TO A DENTIST OFFICE THAT DOESN'T TREAT WHAT I NEED DONE?? 
  
  and just an FYI while I was there for my appointment they told 3 people they needed to cancel their appointment and reschedule and one lady said this is the third time they've done this to her. This place is a train wreck, and unprofessional to say the least. 
  
  Sincerely,
  
  ***********************

  Business response

  05/02/2024

  Hello *****,

  Patient are required to be seen every 6 months. Due to time frame of your last visit you had to be seen for the recall appointment to get up to date treatment plan. That is the policies office has in place. Alos, the provider is the only person to confirm if root canal can be completed in office. Depending on the complexity, if needed you will get referred to endodontist. If the doctor feels he can provide with the standard of care they have all rights to refer a patient out. 

   

  Thank you,

   

  PC Dep 

  Customer response

  05/04/2024

   
  Complaint: 21161703
  
  I am rejecting this response because: 

  That doesn't explain why I had to wait so long to get an appointment, why I got two appointments scheduled on two separate occasions and both times were at an office hours away from where I requested to go. It doesn't explain why the first dentist I saw could offer me a root canal at your office as long as I paid out of pocket, or I could get an extraction but then the second dentist can't offer a root canal not bc of my dental problems or the inability to do it at the location, but bc he thinks I can find some place cheaper, and this dentist wont allow the with to get extracted why IDK. Then I get told completely different stuff now claiming you guys do not do root canals period.. So why constantly get the run around about the situation? Bc now here we are a year later with time wasted for me to get told what I already knew from the beginning, just to get my time wasted, and scheduling appointments I don't even need if you guys change ur mind per every dentist that comes along . It's sad that as a company this is how you treat your patients.  My entire right side of my mouth is swollen, and my gum around that specific area is black and rotting and somehow it's my fault bc it took 6 months to get seen, then another 5 to get scheduled incorrectly, then another few months to get told something that contradicts the last dentists recommendations. I could've went somewhere else from the beginning and be done with the entire problem but bc of all this waiting, wrong scheduling, more waiting, more xrays , change of dentists, I'm probably going to the up hospitalized.
  Everywhere in ********* there's a long wait list to see a dentist, and the possible outcome of leaving a root canal untreated is not pretty. The suggest you get the Root canal down within two weeks of being told you need one, and here we are a year later bc I couldn't get in within two weeks bc you guys are so backed up, unprofessional and unorganized. 
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Familia dental for ortho for my daughter. It's already paid on full. on 5/13/22 The treatment supposed to done in 24 months or less it's been already almost 4 years and they never have ortho. I tried to reach the office to get a refund and take my daughter to another ortho but they refuse to do any refund. They only say they schedule and other appointments but when they make the appointment they say they didn't have any, or at the moment.

  Business response

  03/29/2024

  Hello, Thank you so much for your feedback. I apologize that your experience has not been the best. All ortho patients were made aware about the ortho change with schedule. Patients were being offered the chance to continue or transfer to a diff ortho of their choice. Pt spoke with our complaints **** who escalated her complaint to management about refund. Unfortunately, it has been denied due to the patient being seen for more visits than what her contract was proposed for. The option to remove the braces and get retainers at no cost was given. The office called you on 2/9/24 to offer the next ortho date appt. You did return the call three days later and the ortho appt was scheduled for 3/15/2024. Pt failed her ortho appt on 3/15/2024. No refund warranted. We can have ortho remove the braces with retainers at no cost.

  Customer response

  03/29/2024

   
  Complaint: 21133265
  
  I am rejecting this response because:

  I had more time in sight because they canceled my appointments because they didn't have ortho,

  They wanted me to go to another office, which is 2 hours from my location.

  I decided to go to another ortho clinic because I didn't have a new appointment.

  I have the texts where the appointments were canceled because they never had ortho.

  Only a few retainers don't help at all since my teeth are in a bad position due to no treatment.

  Now I had to pay for a new service in different clinics something that is not fair since the Dental Family does not want to make a Refund for lack of compliance in a contract.

  Sincerely,
  
  *****************************

  Business response

  03/29/2024

  Hello,

   

  Once again I do apologize for the experience. Per our management **** they informed us a refund is not warranted. Pt was seen for full length of tx. As mentioned previously, only option is to remove braces and get retainers at no charge or if you would transfer elsewhere we are more than happy to send records. You will only have to fill out a release form in our website. 

   

  Sincerely,

   

  ***

  Customer response

  03/30/2024

   
  Complaint: 21133265
  
  I am rejecting this response because:

  Here I am attaching how much I am paying at the Rio ******************* clinic, the amount of $2280.00

  FAMILI DENTAL, must pay for this since they didn't do their job as the contract said.

  I'm just asking for the right thing is that they cover the expenses.

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

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance paid for braces. The braces were not properly applied. Wire started poking cheek causing check to bleed. The option for appointment was weeks away. The dentist was rude and aggressive, telling us it was my childs fault. I hadnt even spoke a word. Finally got let over brackets removed, dentist had me sign something and she didnt explain what it was, when I asked she sign this to remove last to brackets. Horrible customer service.

  Business response

  12/04/2023

  Hello,

  We do want to apologize for the experience you had at our dental office. Looking over pt account it looks like pt was not seen in a year for ortho care, records show multiple failed appts as well. Our orthodontist is almost everyday in clinic, appointments do not get scheduled months out. Also, reason for removable is for multiple conversations our doctor had with patient grandma and the patient regarding being complaint with ortho care and ensuring monthly visit are being made to have a satisfactory smile.  

  Unfortunately no refund is warranted. The patient early termination form was signed off. 

   

  Sincerely,

   

  ********;

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2023, I was fitted for a front single tooth partial by ************** of Familia Dental / ******, **.. ************** acknowledged that the partial did not seem to fit right and placed fixodent on the partial and told me I have a 6mo warranty to have it replaced. In October 2023 this partial broke. I scheduled an appointment to have it replaced and during my visit 2 different dentists examined my mouth and the partial and both agreed that it was not completed properly. Upon the dentists discussing the matter with the office manager, the manager came to talk to me and said due to the cost of replacing the partial she was electing to not replace it even tho it costed me $1,000 cash. Both dentists acknowledged that the partial needed to be completely redone but the manager wanted to send it off to have it repaired after knowing that it doesnt fit the roof of my mouth properly either, but she had no regard for that. I disputed this decision of hers in person while on site and she said she would send an email to her corporate office and let them handle it. 3+ weeks later I have not had any correspondence from Familia Dental. I called their hotline today November 9, 2023 and they told me they could see the email from the manager and that the manager had flagged it as urgent but corporate has neglected to take action. The lady I spoke with in the phone today also flagged it again as urgent. ************** is no longer employed by the practice as stated by personnel on site. This is a state run facility for people on ******** which makes this seem even more like discrimination given the level of customer service being given.

  Business response

  11/10/2023

  Hello *****,

  I apologize for the experience you had at our office. Management approved to remake your flipper. Please call us to schedule an appt at ************. 

  Office did attempt to contact you yesterday to schedule an appt  but there was no answer. 

   

  Sincerely,

  ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩