Consumer complaint received 2023-04-21
Company: Bread Financial Holdings, Inc.
State: NJ
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
I visited XXXX XXXX XXXX located on XXXX XXXX XXXX XXXX in XXXX, New Jersey. I stumbled upon the business a week earlier while driving through XXXX after leaving a different XXXX  officeXXXX XXXX XXXX XXXX located a few blocks over. I initially visited them to get a consultation however they didn't have any immediate availability until XX/XX/XXXX. I wanted a consultation a bit sooner. So, as a mental note, I snapped a picture of the XXXX XXXX XXXX XXXX sign so that I could look them up later on. 

Fast Forward back to XX/XX/XXXX, I decided to look them up via XXXX and get their contact information while at work. I called them, and spoke with the receptionist, her name is XXXX, to inquire about scheduling a consultation, she stated that they had immediate availability and that I could come in the same day. I dropped everything and headed to their office. I met XXXX XXXX XXXX, we spoke briefly, formal greetings, before heading to get my XXXX taken by his XXXX assistant, very personable. After my XXXX were taken, I was escorted to his chair. I shared in detail what I was looking to get done, which was Porcelain Veneers for my top row of teeth.  I showed him a picture of what I was looking for which was a picture of XXXX, XXXX XXXX. Thats whose smile I admired and wanted to encapsulate. He agreed that he could make it happen, and then further suggested that We/ I get a complete smile makeover. Feeling encouraged by his response, I shared with him my ongoing insecurities about my smile, due to a freak accident that i had as a teenager, I tripped while running and hit a fence pole ( which resulted in me cracking my front tooth which was shoved up into my upper gums- Very TRAUMATIC experience for me ), I've had braces ( didn't help much ), but it wasn't what I wanted, I wanted a BETTER smile, I wanted XXXX XXXX and that it's something that I've been wanting to do for YEARS, I literally saved up cash money for this very procedure, I was turning XXXX XXXX XXXX in XXXX, and did not want to spend more years feeling insecure about my smile. It literally has affected my professional career, to an extent, and I wanted to address it with expediency. 

After reviewing my XXXX  and XXXX XXXX determining that he can make it possible for me to get XXXX XXXX, I began to ask him questions about the procedure in terms of pricing. He didn't share the amount immediately, but he did ask me about my credit. I shared that my score was XXXX ( XXXX ), and that I had {$14000.00} cash set aside to pay towards the procedure. So on this very day, he immediately contacted his finance department that assists with the clients financing their procedures. In less than 30 minutes, I was approved. 

PRICE BREAKDOWN : The full amount came up to {$40000.00} which he said he would discount to {$36000.00}, which in reality was {$38000.00} ( See Treatment plan & Statement of Account receipt attached ) {$14000.00} cashiers check that I furnished - made payable to XXXX XXXX XXXX XXXX XXXX. 

I had to finance through two different companies affiliated with the XXXX XXXX office ( see those documents & screenshots of approvals attached ) XXXX ). XXXX XXXX XXXX - XXXX was approved for {$12000.00} XXXX ). XXXX XXXXComenity BankXXXX I was approved for {$7500.00} 4. ) My XXXX Insurance, XXXX XXXX- they used my entire XXXX allotment- almost {$2000.00} XXXX. ) Patient Courtesy ( Discount ) {$4200.00} The specific veneers I agreed to pay for after being shown a chart with several types of veneers that would suit my needs, I chose a well known type also known as { LABIAL PORCELAIN VENEERS } which is a porcelain facial placed on the front of the teeth to structure for an even and perfect smile. Again I showed him a picture of XXXX XXXX teeth which is the look I desired, a natural looking smile. I made certain to emphasize the fact that I did NOT want my teeth to look like they were fake/big/bulky. He assured me that that would not be the case and that I was in good hands. I left the office that date encouraged and excited about the journey ahead to achieve my smile makeover. 

Dr.Trichas gave me a scheduled date of XX/XX/XXXX at XXXX am to begin imaging and impressions of my current teeth which included a crown bridge on my front tooth that needed to be removed and then to be prepped for the temporaries. All impressions were sent to a lab while I was provided temporaries in the meantime at the XX/XX/XXXX visit, while waiting on the permanent veneers to be installed on another scheduled date in XX/XX/XXXX. 

The first set of temporaries boasted a lot of discomfort for me. They were huge, it Hurt when I would try to chew anything, so I immediately shared my concern with XXXX XXXX, I then had a subsequent appointment scheduled for XX/XX/XXXX at XXXX ( see screenshot ) so he can help alleviate the discomfort. He ended up having to create another, smaller version of temporaries ( he contoured it a bit more this time ). It was a lot more bearable. Next appointment scheduled for Permanent Veneer installation was XX/XX/XXXX at XXXX. 

However, I MUST NOTE my Disdain because I was completely under the assumption that I was receiving the end-product I agreed to pay {$36000.00} for, which was well communicated to XXXX XXXX that he insisted I would be happy with the completion of the procedure. 
On XX/XX/XXXX, the day the permanent teeth were to be installed XXXX XXXX never explained the full procedure to me, nor explained if there was any need for modifications or issues with my teeth that would prevent me from obtaining the perfect smile I requested with the exact Labial Porcelain Veneers I paid for ( see treatment plan attached ). 
During the operation to my teeth as a patient I was totally unable to view what was taking place in my mouth by XXXX XXXX while conducting this transformation. 
Once he was done he stated I have the veneers and the look I anticipated for so long. Once the mirror was given to me I was told to smile and all I saw was white teeth which was a huge difference and a great tone to my face, however I explain to him that my lips and jaw was protruding which look very obvious looking at my face that the teeth was too big for my facial structure. 
He said that is the immediate appearance thats common for all his patients undergoing this type of procedure and that once the swelling goes down, I would be able to see the difference. 

Days after final installation I reached out, I made complaints to XXXX XXXX that I was not satisfied with the outcome due to the bulkiness of the teeth that didnt fit my face, and that I was experiencing discomfort while chewing ( again ), Extreme sensitivity, and my bite was NOT aligned. On XX/XX/XXXX at XXXX I had an appointment, He asked me to come in so he could see what he could do. He continued insisting that he can make bite adjustments and contour my teeth as small fixes assuming that would do the trick, but I wasn't happy at all! I constantly shared that this is NOT the end result I hoped for. 

I had another appointment on XX/XX/XXXX at XXXX, to AGAIN, try to arrive at a place of satisfactory, because I continue to have unsightly bulkiness and extreme sensitivity while chewing/biting. XXXX XXXX again, tried to contour some more, and attempted to further adjust my bite. 

On XX/XX/XXXX I traveled to XXXX, XXXX for vacation. While in XXXX, my fianc chose to start his process to get his teeth done with a well known dentist to many in the states. XXXX XXXX XXXX of XXXX XXXX XXXX in XXXX. So I made a mental note to question her once she completed the evaluation with my fianc for the purpose of identifying the work done on myself, so as a curiosity she allowed me to be seen for a consultation and informed me that I have all crowns in my mouth which explained the bulkiness of the teeth that didnt resemble the flat appearance of ACTUAL veneers. In complete befuddlement, I asked her what can I do to get the Labial Porcelain Veneers I requested and she disappointingly informed me that I was not able to receive that look anymore. 
After being fully educated at that moment with XXXX XXXX of XXXX XXXX XXXX, I learned that for veneers your teeth would have to be filed down no less than [ XXXX ] so that it can be placed on the exterior of each tooth. As for crowns, your teeth have to be shaved down even more at a [ XXXX ] to fit over the existing teeth. 
This means my teeth is shaved down too low to ever receive the look and product I paid so much money for because XXXX XXXX took the liberty to do a procedure I did not ask for without confirming with me what I thought about it or what I feel about it before he did a irreversible operation without my authorization, which was not in our Treatment plan agreement, nor does the paperwork I signed indicate a mouth full of crowns to the financial department that helped me fund with these installment loans that I am obligated to pay for ( with interest ). 
The paperwork submitted to each of the above financial companies also received the exact document I received that clearly stated. { LABIAL VENEERS } NOT { CROWNS }. 
I insisted after I returned from my vacation to XXXX with my fianc that I was going to address this issue with XXXX XXXX one last time with hopes he can explain what he did and what type of material he used to place in my mouth. 

Once I arrived back home to XXXX XXXX  I made it my business to reach out to XXXX XXXX for an appointment to simply record the meeting with him after now understanding from another doctor what happened. I brought a recorder since it is perfectly legal in my state of residence, New Jersey, which is a one consent state that allows you to take video or voice recording of any conversation to protect yourself as a consumer. 
On XX/XX/XXXX I walked in the office waiting to see XXXX XXXX. As I sat in the waiting room I mentioned the receptionist whom I ask purposely of her opinion for the record to identify why my teeth are so huge and bulky and her response was said on the recording that she didn't think they were bulky -looking but she sees what I mean. I made sure my Audio recorder ( see audio attached ) was on to get a full statement from the XXXX XXXX that seemed very upset and aggravated with a hint of frustration to my direct questions about crowns and veneers. What he stated made no sense to me, and very much not what I was told in the beginning or I would have never allowed myself to sit in his chair to do what he did to me without giving me the privilege as a client or consumer the option to decline or accept his method used. 
Now I have an irreversible situation that will not allow me to reach the perfect smile I worked so hard to achieve by saving all my funds accordingly to anticipate this process with great results for the money I was spending. 
I felt very much violated and discriminated against because of the XXXXXXXX XXXX XXXX XXXX  knowing that if I was of another XXXX I would not have been treated in such a manner with no regard to what I requested, nor any type of real explanation for so long. 
So I decided to contact the CFPB within the statute of limitations to report this dental office and specific dentist as well as the financial companies that were either lied to by XXXX XXXX of the type of procedure he was doing or participated in the type of procedure received. 
Either way, the paperwork never changed to identify the incorrect work done. ( CROWNS vs VENEERS ). 
In Conclusion, I would like to see the paperwork from each financial company : XXXX XXXX XXXX and XXXX XXXX XXXX in full detail that reveals the breakdown of the requested work that was to be performed by XXXX XXXX describing these services that I agreed to pay for. 
If this paperwork has not been corrected with either one of these companies I need an explanation why? And if the documents were changed, why did I not get the change order of the treatment plan paperwork as well clearly stating I received crowns and not Veneers and the reason why? I received NO FURTHER CONSULTATION from XXXX XXXX describing the need to install ALL Crowns vs LABIAL PORCELAIN VENEERS which is what I asked and agreed to pay for, per my attached treatment plan. Furthermore, im also pointing out that I was charged for an Extraction that I DID NOT receive. This in and of itself warrants an investigation because the paperwork does not match the procedure.

Company response to consumer: Closed with explanation