Dental Treatment Experience and Ongoing Resolution Request…read moreDental Treatment Timeline and Issues
In 2023, I started my journey to receive dentures. After having my teeth extracted at the Owings Mills office, I immediately began the prescribed dental treatment. In the initial phase, the office fulfilled its commitments. I attended several appointments for necessary adjustments and was diligently making payments through a loan option. However, after approximately three or four months, I encountered difficulties with the loan system, which would no longer allow me to make payments. Subsequently, I received a refund of all the payments I had made. At the time, I assumed that my insurance had covered the costs, as it was now 2024.
Despite my attempts to clarify the situation, I was unable to reach anyone at the office over the phone. On the rare occasions when I did get through, staff tried to connect me to the Office Manager, but I was never able to speak with them directly. This lack of communication persisted for four to six months, during which I sought answers regarding the loan, my dentures, and the next steps for my bottom teeth.
Communication and Office Changes
Eventually, after repeated efforts, I managed to speak with someone at the office who suggested I come in person due to how busy they were. Upon visiting, I learned the office had been experiencing significant personnel changes and that a new Office Manager, Kyle, had joined. Kyle apologized for the previous issues, and together we proceeded to plan for my bottom dentures. When I inquired about payments, I was consistently told, "Don't worry, just come and get everything completed, we will take care of it." Trusting their assurances, I continued with treatment for my bottom dentures.
Continued Treatment and Further Complications
After several months, I underwent extractions and received new dentures. During this period, I wore temporary dentures and faced ongoing challenges in reaching the office to finalize the process for my permanent bottom dentures. Eventually, in early February 2025, I secured an appointment to complete this stage of treatment.
During the visit, I met with Kyle once more and was again told not to worry, that everything would be resolved. Later, when I scheduled another appointment for an adjustment, I mentioned my upcoming move due to a job transfer. I spoke with both Dr. Nelson and Kyle, who held a meeting to discuss my account. Upon asking about any remaining payments or requirements, Kyle assured me, "Do not worry about it. It has taken care of. I have some things to do on the back end, but it is all done." I expressed my appreciation and left the office.
Post-Move Challenges and Financial Concerns
After relocating to Florida, I sought an adjustment for my dentures at a new office. I was informed that I still had an outstanding balance of approximately $6,000 and that further assistance was contingent on settling this amount. I reached out to the Owings Mills office, but again received no response from staff or Kyle, even after sending an email. Following my email, I received a bill from my insurance company showing some payment had been made toward the balance, yet there was still no direct response from the office.
I then contacted the Crestview office in Florida for assistance. The staff there were helpful and facilitated communication with the Owings Mills office. The new manager at Owings Mills informed me that she was investigating the situation with her supervisor. Later, I was told I would need to reinstate the loan for $2,500 to resolve the issue, which was unexpected. The Crestview office advised me to contact the loan office, but I was told loans could not be processed without an invoice for treatment.
Request for Resolution
At this stage, I am extremely frustrated. I have consistently attempted to pay for my treatment and have only followed the guidance provided by the Owings Mills Office Manager, Kyle, who assured me that all financial matters would be taken care of due to the lack of professionalism and service I experienced. My request is not for free treatment; I simply want the situation resolved as promised so I can move forward.
I ask that the office honor the commitment made by their Office Manager and provide a resolution, allowing me to continue my dental care without further complications.
I am asking that you follow through and remove this balance from my account as I was told by your manager at the location.
I look forward to your response.
