Unhappy with Invisalign Provider - Can I Switch Dentists?

Question

I have been waiting over 2 months for new trays because the others did not fit properly after tray 7 (due to plastic being to high not lack of wearing them). I have tried to get an answer and finally was told the new trays were in only to find out it was the second half that I wasn't at yet. When I went in after 2 months of waiting and non return of phonecalls, I was told they need to take a new mold, the new trays aren't actually even made yet! This is way too long and the service is awful. Are There Any Option Other Than Paying All Over?

R. William McNeill, DDS, MS · Answer

It is unfortunate that you have had this experience and understandable that you are considering transfering your treatment to another practice. There is a system for transferring all your Invisalign information to another office so continuity of treatment should be seamless. In general, whether with conventional braces or Invisalign, orthodontists pro-rate payments so that the amount paid is roughly equivalent to the amount of treatment that has been accomplished at any given time. Thus the remining fee balance can be used to pay the new orthodontist's fees. Be forewarned, however, that there is usually some additional cost to cover the time the new orthodontist will spend reviewing your treatment history and planning the next treatment steps. I suggest you call a couple of orthodontic practices to find out about their transfer policies, and in particular to be certain they do a significant amount of Invisalign treatment. Good luck!

Brian Povolny, DDS, PhD · Answer

Sorry to hear about your unhappy experience. Remember, any relationship between you and a doctor is voluntary, so don't worry, you may change Invisalign providers just as you can switch any other doctor. It is common for patients to switch orthodontists (often because the patient moves to a new city) and there is an established protocol for doing this. Just find a new provider who is experienced and with whom you feel comfortable, and ask for your records to be transfered. The old doctor does not have to "agree" to anything, although the fees owed will be matter between you and both doctors. Good luck, keep the faith ... you will be able to finish your case in an office where you feel comfortable.

Steve Alper, DMD · Answer

Hi Unhappy!

	Sorry to hear that you are not happy with your current provider. 

	It is indeed possible to change providers.  Both providers must agree to the case transfer.  You may or may not receive a partial refund from the provider you are leaving, and you definitely will have to negotiate a fee for the new provider that will take over the case, albeit it most likely will be a discounted one.

	Hope this helps.

	Best!

	Dr. Alper

Robert Waxler, DMD, MS · Answer

Align technology, the maker of Invisalign, allows patients to switch providers but has no control over any refund you might want to get.

	Yours is a case that shows that not all Invisalign providers are equal!   It is always a good idea to go to a well recommended doctor.

Peter Mann, DDS · Answer

I'm sorry to hear about your poor experience.  Everyone deserves to be treated in a comfortable, organized and inviting environment.  It is possible to switch Invisalign providers.  There's a little bit of paperwork to be filled out by you, your old dentist, and new dentist to switch the case over to the new office.  The fees are something that you'll have to work out with the office that you are planning to leave and the new office where you plan to continue your treatment.  It may cost you a little more, but I don't imagine that you'll have to pay all over again since you are transfering your Invisalign case to another office.  Good Luck! I hope your Invisalign works out really well.

	Dr. Peter Mann DDS, FICOI

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