Extremely Disappointing Experience -- Poor Customer Service, Questionable Billing Transparency, and…read moreUnanswered Treatment Concerns
I visited Townview Dental Care in Fullerton on October 23, 2026, because I was experiencing bleeding, tenderness, and what I was told was an infection with bone loss around an existing dental implant.
I left without receiving treatment, deeply disappointed by both the way I was treated and the lack of clarity in the proposed treatment plan.
1. The treatment plan did not clearly address my primary concern.
My biggest concern was the infected implant on the upper-right side of my mouth. However, after reviewing the seven-page treatment plan, I discovered that approximately $3,730 of the $4,461 in listed charges related to tooth #15, an upper-left molar requiring a crown.
That tooth is not currently causing me pain. I understand it may need treatment, and I am not disputing that. But I came in primarily concerned about an infected implant and bone loss.
The treatment plan included a $94 localized antimicrobial procedure for tooth #3, along with other antimicrobial charges, but it did not clearly explain how the implant infection or associated bone loss would be treated.
I expected a clear diagnosis, treatment options, and an explanation of how the infection would be managed. Instead, I left with more questions than answers.
2. The billing process made me uncomfortable.
The original estimated patient responsibility was $2,622.77. After discussing the price, the office agreed to accept $2,000.
However, when that price was accepted, I was told that four items totaling approximately $140 would be removed from the treatment plan.
I immediately questioned this because my $2,000 offer was for the complete recommended treatment, not a reduced package.
The explanation I received was that they assumed I didn't want those services.
Why would I negotiate the price of a recommended treatment plan only to have services quietly removed from it?
That experience seriously undermined my confidence in the billing process.
3. I was yelled at when I proposed a reasonable payment arrangement.
I offered to pay $1,000 upfront and the remaining $1,000 at my follow-up appointment.
Rather than discussing the request professionally, the woman handling the financial arrangements raised her voice and sharply said, "No!"
I wasn't refusing to pay. I wasn't asking for free treatment. I was simply proposing to pay half upfront and the balance upon completion.
A dental office has every right to establish its own payment policies. But patients also deserve to be spoken to respectfully, especially when discussing expensive medical procedures.
I found her response unnecessarily aggressive and unprofessional.
4. Several charges deserved clearer explanations.
The treatment plan included a $1,448 porcelain crown, a separate $500 Bruxer crown charge, a $500 crown laboratory fee, an $800 crown-lengthening procedure, and additional charges associated with the same tooth.
Some or all of these procedures may be clinically appropriate. However, I believe patients deserve to understand exactly what they are paying for and why each service is necessary.
That transparency was missing from my experience.
5. I walked out without signing or authorizing treatment.
I am not someone who objects to paying for quality dental care. If a procedure is necessary, I am willing to pay for it.
What I cannot accept is feeling pressured during a financial discussion, having recommended services removed during a price negotiation without clear agreement, and leaving without a satisfactory explanation of how my primary dental concern would be treated.
I am now seeking a second opinion from a periodontist.
My advice to other patients is simple: Request an itemized treatment plan, ask which procedures address your specific complaint, clarify every charge, and consider a second opinion before committing to expensive treatment.
Dental care requires trust. Unfortunately, my experience at Townview Dental Care left me with very little.
