Pure Orthodontics West

Eight years ago I took my younger (7-year old) son to Pure Orthodontics. My son was started with Phase 1 there to treat his under-bite. Then, he got braces before he was 8, and wore them for a few years. When they got removed I noticed he did not have room for a canine, so I asked Pure Orthodontics about this, since no one there had ever discussed this issue. I was told "we have to move to phase 2". After paying another few thousands, for my son's treatment, he got back to wearing braces. He is now turning 15 and is still wearing them. Pure Orthodontics wanted to remove them last spring. I refused since his teeth were still misaligned after Pure Orthodontics created "room for the missing canine".
Meanwhile, my husband got invisaligns with Pure Orthodontics. Once they finished his treatment, his teeth started slowly moving back, although he has been wearing the retainers at night as instructed.
On July 20th, 2023 I took my younger son (12-year old) to Pure Orthodontics (West). I was informed that he needed braces "AS SOON AS POSSIBLE" and if we don't start "IMMEDIATELY" he would need surgery to open his gum and get some adult teeth pulled out. The financial advisor (Pure Orthodontics West) created a sense of urgency, almost made me panic. While I was working with her on signing the contract and required papers for his treatment, she kept mixing up my husband's name (Marian) with my older son's name (Andrei) on my younger son's contract (Alexandru). I had to correct her a few times and ask her why my older son's name (Andrei) would appear on my younger son's (Alexandru) contract. I was afraid that she would attempt to access Andrei's benefit again since he was still their client, too. Then, I requested a discount for family member since Alexandru would be the 3rd family member coming there. This financial advisor said that she would give me $100 and asked me: "why do you care, you have enough money in your account and if I give you $100, it will go to the insurance." I left her office thinking that bringing my kid there for orthodontics would be a huge mistake since I felt like this financial advisor tried to scam me by creating a sense of urgency, denying to offer the family discount and than trying to get everything I had in my account. I must say that Pure Orthodontics LOST MY TRUST that day. So I decided to see another orthodontist and this is what I did.
The new orthodontist my son saw asked me to take him to our dentist first, and have 3 baby teeth pulled out, work on his oral hygiene and return to his practice in about 5 weeks. They did not rush into asking me to sign papers, or creating a sense of urgency as the financial advisor I saw at Pure Orthodontics.
When I booked the appointment with this orthodontist, I called Pure Orthodontics in August, informed that my son Andrei would never return there, cancel everything including the next appointment (in October) and close his file. We went to see the other orthodontist and I thought he would start my son's treatment with braces. Instead, he checked my son's oral hygiene and discussed again the available options (clear braces, metal braces and invisaligns). Next, he asked us to book another appointment in December and after all of these we started working on the contract for the treatment which, by the way, was only $7900 instead of $8999 at Pure Orthodontics. That same day I found out that Pure Orthodontics already charged my insurance $600. Later, I received an email from their financial manager asking about my son's cancelled appointment. I informed her that Pure Orthodontics was notified that Alexandru won't be returning there and he started been seen by another clinic. I was informed that I own Pure Orthodontics $2000 because I missed cancelling the contract with them within 10 days after signing it on July 20. They pretended that they scanned my child's teeth and ordered orthodontic appliances for him at that time.
After having Alexandru consulted by another clinic, I wonder how the staff at Pure Orthodontics scanned my child's teeth and ordered braces before sending him first to our dentist to get his 3 baby teeth pulled out as the orthodontist at the second clinic did? Also, my next appointment with Pure Orthodontics was booked for Oct and they were notified in August that my son would not return there, so he did not start the treatment with Pure Orthodontics at that time. Since I missed cancelling my son's contract with Pure Orthodontics within their first 10 days, I have to pay $2000 now for the lab fee associated with the orthodontic appliances made for my son. So, I have just requested Pure Orthodontics to give me these appliances and have them checked at the clinic we are working with and use them accordingly or discard them. We'll see what they say!
The lack of professionalism displayed by the staff of Pure Orthodontics made me walk away and loose $2000 now after bringing a 3rd family there for orthodontic treatment.