I am concerned about my experience with a dental implant chain and the financial issues I am now facing.

I paid $1,200 for a dental implant consultation. During my appointment, I learned that the recommended treatment would cost almost $30,000. When I explained that I could not afford the full amount, a representative told me I had been preapproved for $18,000 through CareCredit. She advised that if I paid an additional $1,000, bringing the total to $20,000, they could schedule my surgery.

Based on that information, I agreed and paid the additional amount. Shortly afterward, I began receiving bills from CareCredit. After reviewing my finances, I realized I could not afford the treatment and canceled my surgery date, well before any treatment was performed. I also promptly notified CareCredit of the cancellation.

Although I didn’t have any dental work completed, I have not received a refund of the additional $1,000 I paid toward the proposed treatment. CareCredit, through Synchrony Bank, holds me responsible for the charge, stating that the provider reported additional fees. However, I still don’t have an itemized statement explaining those fees, despite two requests for it.

The unresolved balance is also affecting my credit. I have contacted both the Attorney General’s office and consumer protection agencies, but the problem is ongoing. I believe consumers should have a clear understanding of what they are being charged for, especially when treatment is canceled before any work is completed. I am considering sharing my experience publicly in hopes of helping others avoid similar difficulties.

Is the experience I’ve had common with CareCredit and large practices? – Thanks. Erin from KY

Erin,

From what you’ve described, it sounds like the financing may already have been approved and sent to the dental provider. In many situations, once a financing company pays a provider, the financing agreement remains in place until the funds are returned or the account is otherwise adjusted.

However, if you didn’t receive treatment, we encourage you to continue working with the dental practice and request a detailed explanation of any charges that were retained. If a refund is appropriate, the provider needs to issue it.

If you are unable to resolve the matter, contact the KY dental board to determine whether they can provide guidance or assist with the complaint process. Dental boards generally cannot resolve financial disputes, but they may review concerns involving patient communications, treatment agreements, or professional conduct.

We can understand why this situation would be frustrating. When treatment is canceled before any work is completed, patients understandably want a clear accounting of any charges and a straightforward explanation of their financial obligations.

The Monroe, Louisiana, dentists at Bayou Dental Group sponsor this post. Please read why patients say Dr. Finley and his team strive to offer some of the best dental care in Monroe.