ComplaintsforWhitten Dentistry, P.C.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved to Omaha back in January and couldn’t get in for a cleaning at any dentists for months I found Whitten dentistry and was able to get an appointment I paid for the visit cash because my insurance didn’t cover too much. I also have braces so they work together with the orthodontist that they suggested I go to I got a Cleaning with whiten dental And also a crown Procedure done which was $1600 they said my insurance only covered 50% of that so I had no choice but to pay the $800 THAT DAY and It just so happened to be that I was getting paid the day I got Laid off of work and actually went broke paying for a tooth that I could have just gotten pulled ! But was being persuaded to just get a crown on a real bad cavity that really stood no chance .So I have still today the plastic on my tooth and not the real crown ! Because I come in Tuesday July 9th under the understanding that I waited over my 2 weeks for them to get the crown mailed to them and be getting it put on my tooth but when I come in now I’m being told I need to pay another $800 for a crown lengthening because my tooth doesn’t have enough support for the crown! I told them I dont have 800 to give and i still don’t work as of now ! That they should have just pulled my tooth I would have gotten it pulled ! They continue to tell me I don’t need it pulled and I don’t want to lose any teeth if I don’t have to I should have went with my first mind but I would love to just trust the dentist on top of that I had to keep going back and forth to the ortho pay to get my wire off my braces so I could get a cleaning from the dentist because my gums were too swollen from Gingivitis all in the same sentence I still have to pay to get brackets off my teeth and get retainers so my teeth won’t space out more And still get 2 more cavities filled I would love some further type of Guidance or instructions on where to go from here with my teeth and also a refund for wasting my time and playing with my mouth

  Business response

  07/24/2024

  This report addresses Ms. ****** concerns about her recent dental treatments at Whitten Dentistry & Spa. Each statement is reviewed and clarified with precise dispute points.
  
  Customer’s Statement of the Problem and Corresponding Dispute Points:
  Statement: "I moved to Omaha back in January and couldn’t get in for a cleaning at any dentists for months. I found Whitten Dentistry and was able to get an appointment. I paid for the visit in cash because my insurance didn’t cover too, I think."
  Dispute Point: Ms. **** was informed at her initial visit that at minimum half of the payment portion is due in order to schedule the next appointment. This policy was communicated clearly at the time of the initial appointment. During her initial consultation, the estimate of her insurance coverage and out-of-pocket costs were discussed and presented to the patient, ensuring transparency and understanding of the financial aspects involved in her care. Additionally, the importance of maintaining regular dental visits and the potential long-term benefits of the treatments provided were explained to her. Ms. **** chose to proceed with the appointment understanding these terms. 
  We will attach the signed and dated treatment plan presented at the initial visit. 
  

  Statement: "I had no choice but to pay the $800 that day, and I just so happened to get laid off of work and actually went broke paying for a tooth that I could have just gotten pulled!"
  Dispute Point: The financial arrangement, based on office policy, with $409 to secure the appointment, and $409 to be paid the day of the appointment, was agreed upon by Ms. **** and communicated clearly as documented in the signed treatment plan. Financial considerations are not known to Dr. Whitten, and her treatment planning is based solely on the health of her patient.  Extracting the tooth would be unethical and extreme as it could lead to further dental issues such as shifting teeth, bone loss, and the need for more extensive restorative procedures in the future. Dr. Whitten's decision to preserve the tooth with the fabrication of a crown would be considered the standard of care.
  We will attach the complete treatment plan that was performed at Ms. ***** Comprehensive Exam appointment.
  

  Statement: "I came in Tuesday, July 9th, expecting the crown to be placed but was told I need to pay another $800 for a crown lengthening because my tooth doesn’t have enough support for the crown!"
  Dispute Point: On May 21st, Ms. **** was informed that the need for crown lengthening was necessary due to decay below the bone level, which was discovered only after starting the procedure and was not visible on initial X-rays. Dr. Whitten explained that the crown lengthening was necessary due to the 2mm space between the crown and the bone. This prevents infection and protects the tooth and surrounding structures. Crown lengthening was a crucial step to create a healthy environment for the crown and prevent future complications.
  Procedure can be found on the attached Comprehensive Exam.
  

  Statement: "I told them I don’t have $800 to give and I still don’t work as of now! They should have just pulled my tooth; I would have gotten it pulled!"
  Dispute Point: Dr. Whitten prioritizes the patient's overall oral health and treatment plans solely off of that fact. Extracting the tooth would be unethical and it goes against findings of Dr. Whitten. The patient did not once communicate that she was having financial difficulties and that she did not want to proceed with the treatments at our office. She voluntarily signed the treatment plans and continued treatment under Dr. Whitten.
  Refer to previously mentioned treatment plans. 
  

  Statement: "I had to keep going back and forth in order to pay to get my wire off my braces so I could get a cleaning from the dentist because my gums were too swollen from Gingivitis. I still have to pay to get brackets off and get retainers so my teeth won’t space out more and get 2 more cavities filled."
  Dispute Point: Ms. **** was referred to us by an orthodontic office that could not continue their treatments with her until her cavity and tooth decay was taken care of. The procedures related to a cleaning, a crown, and cavity fillings were necessary due to gingivitis and overall dental health. On June 4th, she was scheduled for a free, one-hour consultation where we thoroughly went through all treatments that had been diagnosed by Dr. Whitten, as well as the financial costs, including the estimated insurance payments. These presented treatments were part of a comprehensive care plan, with each step explained as crucial for improving her dental condition. The swelling from gingivitis required immediate attention to prevent further complications and the cavity fillings were critical to prevent decay from progressing. All these steps were essential for ensuring the long-term health and stability of her teeth and gums.
  Refer to previously mentioned treatment plans.
  

  Statement: "I would love some further guidance or instructions on where to go from here with my teeth and also a refund for wasting my time and playing with my mouth."
  Dispute Point: We provided detailed explanations and guidance throughout Ms. ****’s treatment. Each step in her treatment plan was carefully explained to ensure she understood the necessity and benefits of the procedures. The treatments and associated costs were essential for her dental health, addressing both immediate issues and preventing future complications. Our focus has always been on providing the best possible care for her overall oral health. Dr. Whitten ensures that all treatment decisions are made based on clinical necessity, rather than financial considerations. We are open to further discussions to address her concerns, provide additional support, and ensure she feels fully informed about her ongoing dental care. 
  Refer to previously mentioned treatment plans.
  
  
  This report clarifies Ms. ****’s concerns and details the necessity of treatments based on her long-term oral health. Relevant documentation will be provided to support our responses. We recommend a follow-up meeting to address any remaining concerns and ensure satisfaction with our services

  Customer response

  07/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I can no longer continue treatment with Whitten but still have too much work to be finished & also started the communication from them was too poor my last two visits nobody made sure I knew what was going on or had an understanding on me having to have another treatment done before the one I paid for was finished no one ! And it was apologized for when I came in to get my crown but still expected for me to just have that to pay . I don’t appreciate that I have to go back and forth about it because they are saying they did inform me which is not true at all they also said I could do a partial payment for the payment of the crown and it needed to be done asap scheduling me for the next day so yes I paid $800 in 24/ hours not a problem . The problem is them not informing me on another 800 procedure the day of me coming in to get my crown on that’s not fair me and my mouth still need immediate care as we speak I have to go to another dentist and still do this I want to go about getting a refund  please 
  
  Sincerely,
  
  ********** ****

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