I am sharing my experience anonymously as I prefer not to be identified. I've noticed numerous negative reviews regarding payment practices, and I feel compelled to clarify some points based on my time as a former employee of the company. Payments made before seeing a dentist are non-refundable, even if you are promised a refund. I strongly recommend that anyone asked to pay during the initial consultation refrain from doing so. This consultation is not performed by a dentist or a qualified clinical professional; it is conducted by a Treatment Coordinator (TCO), whose focus is on sales. TCOs lack the clinical authority to assess your suitability for treatment, yet they may suggest that you can proceed and request a "deposit." Following this consultation, you will meet with a dentist for an evaluation, and you may find that you are not suitable for treatment, such as in cases of gum disease. This possibility is not always made clear during the consultation, nor is it emphasized that treatment depends on a dentist’s clinical evaluation, as TCOs have been instructed not to disclose this (I have evidence of this communication if needed). TCOs earn commissions, which can lead to pressure to recommend more expensive treatment options and to encourage larger upfront payments. Once a payment is made, recovering it can be extremely challenging—if not impossible. Although refunds may be mentioned, in reality, the company retains the funds and invests them back into the business, so even if a refund is promised, it could take many months or longer. It's important to understand that practice-level staff, including TCOs and dentists, do not set these policies. Such decisions are made at the corporate level, and concerns should be directed to senior management or even the CEO, as they are responsible for these practices.
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