To Whom It May Concern,…read more
I am submitting this complaint as an urgent escalation regarding my experience at the Jefferson Dental & Orthodontics Abrams location and am requesting an immediate investigation by upper management, corporate leadership, compliance personnel, and any appropriate patient advocacy team.
One of my most serious concerns is that Maria, the manager at the Abrams location, attempted to collect approximately $2,500 from me and instructed me to send the payment directly through Zelle. This request raised significant concerns for me regarding whether proper payment procedures were being followed. I am requesting an immediate investigation into this matter, including a review of any payment instructions provided to patients and whether company policies were followed.
I am also requesting that Maria's conduct be reviewed. During our interaction, I explained that I had been unable to attend appointments because I underwent a major spinal reconstruction surgery and spent over a year recovering. I further explained that I have mental health challenges that were being negatively affected by this situation. Rather than receiving understanding, accommodation, or assistance, I felt dismissed and treated unfairly because of my medical circumstances. I believe my medical condition and recovery were not adequately considered when decisions were made regarding my care.
I have been an orthodontic patient since 2021 and have paid more than $5,500 out of pocket for my braces treatment, which was paid in full.
Unfortunately, I underwent a major spinal reconstruction surgery and experienced a lengthy recovery period of over one year. Before my absence, I contacted Jefferson Dental's call center and informed them that I would be undergoing this surgery and would be unable to attend appointments during my recovery. I was under the impression that this medical situation would be documented and considered an acceptable reason for my temporary interruption in treatment.
Recently, I scheduled an emergency orthodontic appointment because I currently have three broken brackets that are causing discomfort and pain. When I arrived for my appointment, I waited for more than an hour, underwent multiple X-rays, and then waited approximately another hour before being taken to an office by Maria.
At that time, I was informed that my brackets would not be repaired because I was allegedly "non-compliant" with my treatment plan. I explained that my absence was due to a major spinal reconstruction surgery and that I had previously notified Jefferson Dental of this medical circumstance. Despite providing this explanation, I was told I would need to pay approximately $2,500 more to continue treatment, despite already paying my orthodontic balance in full.
I asked whether, at a minimum, my three broken brackets could be repaired during the emergency appointment while any treatment-plan issues were reviewed. This request was denied.
I am extremely concerned and frustrated by the way this situation was handled for several reasons:
* I was scheduled for the appointment and confirmed by the office.
* I completed X-rays and other appointment procedures before being told treatment would not be provided.
* I spent several hours at the office without receiving the emergency care I was seeking.
* My broken brackets continue to cause discomfort and pain.
* I have an impacted wisdom tooth and ongoing orthodontic concerns that remain unresolved.
* I was accompanied by my five-year-old child, making the extended wait and lack of treatment especially difficult.
* I felt that my medical circumstances and recovery from a major surgery were not adequately considered or acknowledged.
* I disclosed both physical and mental health concerns and felt those concerns were disregarded rather than accommodated.
Additionally, I requested that my concerns be escalated to a supervisor. I left the appointment uncertain whether my concerns were actually being communicated to management, and I am requesting a formal review of everything that occurred during my visit.
Because this matter involves a medical interruption to treatment, a fully paid orthodontic account, emergency orthodontic concerns, ongoing pain, and concerns regarding payment practices, I respectfully request:
* An immediate investigation into Maria's conduct and handling of my case.
* An investigation into the request that payment be sent directly through Zelle.
* Immediate review by regional management, compliance personnel, or corporate leadership.
* Contact information for the appropriate supervisor, regional manager, patient advocate, or corporate representative.