Getting a refund from a corporate dental practice due to poor work?

I went for my annual exam and cleaning at the same dental company I usually get treated at. This chain has offices all over Mesa. I usually go to the one near my daughter’s school, but this time I went to one near my job.

The doctor who saw me this time took new x-rays and examined me and then asked me who did my dental work because some of it needs redoing. For example, she said I needed a crown on a tooth that was only filled two months ago. At this point, I was pretty upset. I didn’t want to get any more work done with this company after that.

I found a new dentist with just one office, and they examined me too. I had several root canals with crowns done at the chain dentist. The new dentist said three of the crowns don’t fit well and ought to be redone.

The work I’ve had done was expensive. If it wasn’t done right, shouldn’t they give me a refund? I’d like to get more information before I start making a fuss with the corporation.

-Donna from Mesa

Hi Donna,

I’d like to help you get a refund from the corporate dental chain, but I’ll tell you it may be difficult. There are a few strategies you can try, now that you have one dentist saying the work needs to be redone. That’s important, but you’ll need a bit more.

Your best bet is to get one more second opinion from a third dentist. And you should tell your new dentist you want to do that, and that you’d like his help getting a refund from the chain practice so he can complete the work correctly.

I’d advise you to pick another solo dental practice that’s not too close to the other two practices. Look at online reviews first and choose a Mesa dentist with good reviews. Don’t tell this third dentist about the corporate dental chain or the new dentist. Just let them examine you and your x-rays and see what they say about the crowns and the fillings and any other work that was done. If this third dentist also thinks the work needs to be redone, that’s good evidence the original work is faulty. Since this third dentist won’t know about the other dentists, it will be a “blind” second opinion. That will give credibility to your claim.

If both dentists agree that the work needs to be redone, ask your new dentist to call the corporate dentistry chain on your behalf. It will be more persuasive than calling yourself. Your new dentist will say that you have two independent opinions that the work needs to be redone, and that you’d like a refund. This may not work, but it’s a good first step.

The corporate dental chain may be sensitive to negative reviews. Warning them that you will post a factual account of your treatment to online platforms such as Facebook, Yelp, and Google could help you get a refund.

The next step would be filing a complaint with the Arizona State Board of Dental Examiners, which licenses all dentists in the state. Be aware, there is a four-year statute of limitations on complaints.

A malpractice suit could be effective, but it would take time. Also, lawyers who handle these cases are interested in the potentially large settlements associated with patients who have been put through a lot of suffering. For a smaller case like yours, it will be hard to find an attorney. If your work was covered by dental insurance, it’s possible your insurer may help persuade the corporate office to do right by you.

It is still worth pursuing a refund, but the dental chain won’t do it just to make you happy. They are profit-focused, and you’ll have to be persistent. A complaint with the dental board combined with a public review detailing the cost and aggravation they have caused could be enough.

Corporate versus Private Dentistry

I’m not in favor of corporate dentistry chains, and I will tell you why. Corporate dentistry chains exist to make money, while individual dentists are usually focused on quality of care and patient experience.

Overall, dentistry is an ethical profession. Generally, people become dentists because they enjoy interacting with and caring for others. They like doing detail-oriented, impactful work.  Dentists who open solo practices or join a small group practice tend to care deeply about their patients and do their best to keep them happy. That includes being sensitive to their financial needs. A solo provider is also more likely to be a dentist who is good with anxious patients.

Corporate dentistry offices are structured differently. Now, there are certainly excellent, ethical dentists working in corporate dental chains. However, they are working in an environment that doesn’t support the kind of individualized attention most dentists like to give their patients. At a large chain, you might not see the same dentist each time, as you experienced. Management may pressure dentists to cut costs or hurry their work. A private practice dentist in Mesa will get to know you, your health, and your priorities.

Donna, I hope you’re able to get your refund, and I hope your relationship with this new solo-practice dentist is a long and good one.

This blog brought to you by Mountain View Family Dental, a top-rated family dentist in Mesa.