ComplaintsforHannapel Pellillo Orthodontics

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased braces to be installed and the company didn't give me what I paid for. I requested some of the money back from the company but I haven't heard anything back from them.

  Business response

  11/28/2022

  The patient initially sought orthodontic treatment to reduce spacing on his upper teeth so his dentist could make his teeth "wider". He explicitly expressed he did not want bottom braces. He came in for 2 separate examinations, the first in the Fall of 2018, then again approximately 2.5 years later. He canceled and did not show for a couple of visits in between and needed to be re-examined. At both examinations, the doctors discussed that given his bite relationship, reluctance for treatment on the lower arch, and small size of the upper teeth; he would ultimately need restorative work by the dentist at a separate fee to make his teeth the appropriate size and complete space closure. This was discussed and documented at those 2 separate exams, and confirmed collaboratively with the dentist at that time. We asked him to also wear elastics during the course of treatment to help further reduce the space remaining on the upper arch and got inconsistent compliance. We began treatment in February of 2021 and completed treatment June of 2022, totaling 16 months. During these 16 months, we consolidated space in the anterior and communicated several times about the follow up care that would need to be completed with the dentist to resolve residual space for all the reasons stated above. Furthermore, the patient broke numerous appointments, brackets, wires, retainers, and did not wear elastics as instructed with no additional expense fees. At the completion of his orthodontic treatment, the patient expressed concerns over the next steps. We reached out and spoke with his new dental provider (as he switched dentists) to facilitate the restorative care needed. We also offered to his dentist to offset his out-of-pocket cost for said restorations, since the patient expressed he did not fully understand this despite our numerous conversations. Following his restorative care, the dental providers team reached out to inform us that his out-of-pocket expense for the restorations after insurance was minimal: $50. The patient was supposed to come in for a visit for us to make new retainers following his dental procedure and did not show for both scheduled visits. Instead, he sent an email one week ago that he intended to have his dentist make his new retainers and requested a refund as braces were not unnecessary. We worked exhaustively, providing orthodontic treatment above and beyond the "standard of care" within the limitations, to prepare the patient for and facilitate the dental care needed to give him the best possible result. And the treating dentist reports he was thrilled with the final result. We have asked the patient to reach out to discuss this matter further as he has not given us the opportunity to explain that we are willing to provide a partial refund to offset his financial investment. Given the complexity of the entirety of his treatment and exhaustive efforts to communicate all aspects of care, we feel this is a very generous gesture from Hannapel Pellillo Orthodontics. 

  Customer response

  12/05/2022

   
  Complaint: 18463775
  
  I am rejecting this response because:
  After reading the response I don't appreciate the dishonesty and blatant disrespect towards my character. The archwire constantly broke because some of your staff doesn't seem to know how to properly install them. 
  
  
  I was in constant pain whenever I left your office because there always seemed to be archwire poking the back of my maxillary jaw. Not only did I suffer through pain and anguish between visits. 
  
  
  While in your treatment I feel as though I didn't receive the results I had hoped for and rarely did I receive detailed updates of the maxillary movement throughout the 16 months I was under your care. 
  
  
  Although I had to spend another $2,500 for a seperate treatment **************** has done a fabulous job. He has also supplied me with the retainers at no extra charge because I feared returning to your office due to the fact that your staff was very rude to me every time I showed up for an appointment.
  
  
  Sincerely,
  
  ***************************

  Business response

  01/05/2023

  We believe the receipt of this correspondence is somewhat delayed. We have been in contact with **************** since he expressed his disappointment to us via email. And he stopped by our office to retrieve the letter and refund we had attempted to send via certified mail. We believe the issue has been resolved. Thank you.

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