I initially had a great experience with Bend Dental Wellness. I needed a crown and felt very…read morecomfortable with the doctor--he did a great job, and I was happy with the outcome.
Unfortunately, things became confusing after that. During my consultation, I was told I could bring in my retainers to have them adjusted to fit my new crown. However, on the day of my procedure, my bill included a new set of retainers that had never been discussed with me. During the procedure, scans were taken, but I was not informed that these scans were for new retainers--I assumed they were part of the normal process.
At my follow-up appointment to place the final crown, I was given the retainers. The bottom one did not fit properly, and I was told it would be remade. I explained that I had not been wearing my retainers consistently for a couple of weeks and that my teeth had shifted, so I was not comfortable using scans taken at that time. I also shared that I was unaware retainers were being made in the first place and specifically asked to have both my upper and lower teeth rescanned once my teeth were back in proper alignment.
After reaching out to the office manager, I was initially told I would need to pay half to have them remade. After some back and forth, they agreed to remake both the upper and lower retainers.
I then wore my retainers consistently for about three weeks before returning for new scans. However, at that appointment, only my upper teeth were scanned, and I was told the lower retainer was already made. I explained that I had confirmed with the manager that both upper and lower retainers would be remade, and even offered to show the email. The technician declined to review it, did not contact the manager or doctor, and instead asked me to try on an older lower retainer.
That retainer was molded to my previously shifted teeth and was actively moving my teeth back out of alignment. When I raised this concern, I was told the discomfort was "normal" and that the retainer was fine. I had to repeatedly explain that wearing a retainer based on a misaligned impression could undo the results of my previous orthodontic treatment.
This interaction was one of the most frustrating healthcare experiences I've had. I felt unheard, dismissed, and unsupported. The technician would not escalate my concerns, review documentation, or involve anyone else in the office.
I contacted the manager again to request a refund. After a long delay in communication, I was informed that I was being dismissed as a patient. I was eventually provided my scans, but it took over a month to receive my full chart records. I was ultimately refunded for the retainers.
I work in healthcare and understand that mistakes can happen, but this situation reflected a lack of communication, professionalism, and accountability. There was no follow-up from the doctor, no apology, and no attempt to resolve the issue--only a dismissal as a patient.
Overall, I am very disappointed in how this was handled.
