Gentle Dental Care

Complaint: ***
I am rejecting this response because: I the first set of dentures, didn't fit, and the pallet area in the upper denture was twisted to the left, no adjustments could make them fit Wrightthe second set didn't fit either, and I told Dr fery that the minute, he put them in my mouth, and he said I would get used to them, knowing I had to leave the next dayand the teeth are crooked on the lower dentures, and again don't fit wright, and are hard to chew withi am so discussed with gental dentalI went to new smiles, as soon as I could afford it, and hade new dentures make!!!!! I have no problems I can eat, they don't come out of my mouth when talking or sleeping, and they don't hurtthat should say something about genital dentals dentures, I am not the only one having this problem, just the one that complainedwhat do you think is far? Sincerely,
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[redacted] was seen at Gentle Dental Care April 10, 2017. His chief concerns were loose teeth and ill-fitting partial/denture. [redacted] explained to us he is a truck driver and does not have time for multiple appointments. Dr Fry explained to patient the importance of multiple steps to ensure the best...

possible results. [redacted] declined the proper steps and requested we extract his remaining teeth and deliver his denture the same day as his extractions due to his busy schedule being a truck driver. [redacted] returned two more times for adjustments on April 25, 2017 and May 1, 2017. July 10, 2017 [redacted] came back to the office unhappy with the fit of the denture. His concerns were with the lab we used and not the work done by Dr. Fry. We agreed to remake the denture at no additional cost if he was willing to follow all the necessary steps. Impressions were made and sent to Glidewell Laboratories on that day. July 24, 2017 [redacted] returned for wax rim try-in for full upper and lower dentures. Bite registration taken. Sent to Glidewell Lab for processing. August 8, 2017 [redacted] present for upper denture delivery and lower denture wax try-in. Upper denture was loose and we did an impression for a hard reline. Lower denture fit great with upper teeth. Sent back to Glidewell Lab for processing of lower denture and hard reline of upper denture. August 16, 2017 Patient present for dentures delivery. Minor adjustments to fit them in. Lower denture tight to go on, but when they are on the patient states there is a gap on the lingual side. Explained to [redacted] it is the lingual fossa that creates that gap and there is nothing that can be done to reduce that gap. Upper denture fits snug. Minor adjustments to alleviate pressure spots. Pt will return for adjustments next time he is in town. August 16, 2017 was the last time we saw or heard from [redacted]. We assumed everything was fine. Five months passed until we were notified [redacted] he was unhappy and had purchased a new set of dentures. If [redacted] had called us or came in with his concerns we would have been able to work with him. Unfortunately, [redacted] did not give us an opportunity to work with him so we feel too much time has passed to offer a refund.   Chart Notes: 01/02/2018 Pt wife came into office and stated that [redacted] Dentures did not fit well and that he had a new set done at another Denture place last week and that he wanted a refund for his dentures that were remade here in our office on August 16th.  I informed her that at his delivery date on Aug 16th that pt was happy with outcome of new set the upper denture fit nice and the bite was good the lower denture had to be adjusted a little to go over lower ridge to get in snug . Informed her that we would have been more than happy to adjust things until we worked out all the sore areas with the new denture and that it sometimes takes up to 6 to 8 times to get things to fit perfectly and that we try to do light adjustments to prevent taking too much away that would cause denture not to fit appropriately. She stated that he had new denture made last week and that they adjusted 2 times already but that they do it right in the denturist office I told her that we also do our adjustments here in the office and that we have not seen him since we delivered to know that there was any problems with the new set we had made.  She said she understood about the adjustment part because she also wears a denture.  She said they wanted to compensate themselves for the expense at the other office for the new set of dentures by getting a refund here.  I told her this was the first we had heard that he was not happy with the outcome and that we would have liked to have adjusted the dentures to make sure they were total comfortable for him she said he had been on the road truck driving and had not been in the area at all. I informed her that we had taken several steps in the process of making the dentures and that her husband was able to voice any concerns along the way with fit, color shape etc before we went ahead and processed the dentures and that's why we had seen him so many times in office to get it right.  The end of the conversation with myself and his wife is that I told her Dr. Fry was out of office this week and That I would talk to him when he returned next week and also talk to Dr. Medaris to see how they wanted to handle this but that I thought due to the circumstances there was not a whole lot we could do here to compensate for any adjustments to his bill. The wife stated she would like me to call and talk to her husband that she understood the circumstances that we went over today I asked her if she had any further questions and she stated she was good.     [redacted] came 1/23/2018 in wanting a full refund on both upper and lower dentures. He went to a denturist on Caldwell Blvd a couple weeks ago and had a new denture made. [redacted] has not been back to the office since we delivered the 2nd denture on August 16. He never called to say he wasn't happy with the denture until today. (His wife did come in on 1/2/2018 asking for a refund for [redacted]- see previous note). [redacted] was aware he needed to come back for adjustments but said he is a truck driver and lives on the road.  I explained to [redacted] since he never came back for adjustments or gave us the opportunity to make things right, we are unable to give him a refund. [redacted] was able to make time to have another denture made at another office in Caldwell, he could have at least called us if not came in for us to evaluate his concerns. We never knew there was an issue until 2 weeks ago from his wife and today from him, 5 months later. If he would have contacted us before he got a new denture and gave us an opportunity to work with him, things may have been different. He became very angry and threatened us that we are "messing with the wrong person" and he will see us in court. As he walked out he yelled to the patients in the waiting area that he will never be back.