Anca Nicola

My personal experience with this provider (Sugar Hill Corners Dentistry) for a crown procedure was negative and unsatisfactory. 

1.	Poor quality control – I ordered a porcelain fused on metal crown for durability but received a porcelain crown by mistake. This is a serious human error by the provider.
2.	The wrong and poor quality dental product caused damages - The porcelain crown broke after only 9 months normal use. The sharp porcelain edge was like a ceramic knife in mouth, cutting my tongue, causing a lot of pain and difficulties to eat or talk.
3.	Poor services and quality of care – Waited two days for an appointment for broken crown removal, which extended my pain, suffering and inconveniences. Based on my previous experience elsewhere, the course of a crown procedure took 2 visits/45 min each within 2 weeks timeframe; but with this provider, it took 3 visits/2 hours each within 7 weeks timeframe, as well as 95% tasks were performed by dental assistant and appointment duration was 2 times long. Over multitasking and delegation compromise quality of care. 
4.	Business misconduct
a.	The provider is liable for damage repair cost resulted from their own human error.  However, this provider billing me to pay their mistakes, even charged for service not performed, and refuses to refund.
b.	Non-complaint of no surprise bill act – I discovered these charges in surprise from my insurance payment report. It was not discussed up front and I am not agreeing with these charges. I have disputed upon my first discovery and made it clear that I need to know and agree with all charges before insurance submission. However, it happened again 5 months after my final visit, with check-out confirmation of no outstanding charges at that time. 
c.	Abusing consumer rights: healthcare customers have the right to know any charges and only willing to pay the charges as agreed.  
d.	Violating business ethics - Submit charges for insurance payment without patient acknowledgement and agreement is the same nature as using a stolen bank card. These deliberate repeated acts were dishonorable and unacceptable. 
Corrective actions required: 
1.	Refund as requested
2.	Correct business misconduct
3.	Quality improvement