I went to Pure Dental Spa because I had significant and progressively worsening pain when biting and chewing. I received a full dental evaluation and X-rays but was told they could not find anything wrong that would explain the pain. I was advised to purchase a mouth guard and continue taking ibuprofen.
My pain continued to worsen, so the following day I sought emergency dental care elsewhere. That clinic performed additional diagnostic testing and advanced imaging, identified significant bone loss in the symptomatic area, and referred me to both a periodontist and an endodontist for further evaluation.
I understand that the advanced imaging used by the emergency clinic is not necessarily indicated during every initial dental examination. My concern is not simply that Pure Dental Spa did not perform that scan. My concern is that I presented specifically because I was in significant pain, the source of that pain could not be identified, and I was sent home with a recommendation for a mouth guard and ibuprofen rather than being referred for further diagnostic evaluation when the cause remained unexplained.
What has made this experience even more frustrating is how my concerns have been handled afterward.
I contacted management in writing to dispute the charges for the visit and explained what had happened. A Practice Performance Manager initially responded and specifically asked me to clarify what payment I was requesting to have refunded because their records did not show that I had paid anything out of pocket.
I responded and clarified my concerns as requested. I then followed up again. My emails have gone unanswered.
Meanwhile, Pure Dental Spa's billing system has now sent me a notice stating that I owe a $97 patient balance for the very visit I am actively disputing.
It is incredibly frustrating to receive continued requests for payment while receiving no response to the correspondence disputing those charges--particularly after management specifically asked me for clarification and I provided it.
The most upsetting part of the original experience is thinking about what could have happened had I simply trusted the initial assessment, purchased the mouth guard, continued taking ibuprofen, and not sought another opinion as my pain became progressively worse.
I am very grateful that I listened to my body and sought additional care. Between the initial experience and the lack of communication while continuing to bill me, this has seriously damaged my trust in this practice. read more
