Saw Dr. Yao Xu in January 2020 for a first time visit, 1 hour check up and clean. It turned into a near 3 hour session with 8 teeth/10 fillings and $1690.60 bill.
I then spent another $7780 to resolve dental issues elsewhere. I complained to the Dental Council and took Pure NZ Dental to the Small Claims Tribunal and was awarded $2680 compensation.
During the session at Pure NZ Dental, Yao took countless photos of my teeth to show me all the “damages”, and a long consult. I experienced poor communication throughout the treatment. The work done wasn’t explained to me clearly and neither was the pricing.
One of my teeth had 3 surfaces filled. I found out later that Yao should have warned me of the risks of touching this tooth. Had she warned me, I would have declined all treatments. I was a mother to a new tiny baby and wouldn’t have agreed to any additional pain, after recent birthing pains.
I experienced bill shock at the end ($1690.60). I was left with a sore mouth and jaw, and experiencing discomfort and pain in one of the tooth areas that was worked in. After 2 weeks the pain got worse and worse. I couldn’t think, couldn’t concentrate, couldn’t eat or drink. I sought opinions from other Dentists who confirmed that I had suffered a root canal infection likely triggered by the treatment of Yao.
I found the Owner/Director Dr. Justine Stewart Saga to be unhelpful in his approach to resolving the issue. I was in a lot of pain and discomfort after visiting his clinic. He saw me once for an hour consultation days after the treatment, where he thoroughly checked and scanned my teeth, examined the dental X-ray; but then after this, he ignored my calls in desperation for help, and didn’t personally respond to any of my emails. His responses to my husband were slow and each response felt like he was just hoping we would go away.
Eventually, Dr. Justin offered a $500 refund but I had to sign a legal document to waiver my rights – which I declined. I sought justice for myself through the Singapore Dental Council who found that while there was no misconduct, Dr. Yao’s treatment was “less than ideal”, she “improve on her communication with patients”, “is advised to warn her patients of the potential complications of procedures prior to commencement of treatment” and was ordered by the SDC to do a communication course. To recover some of the cost of the root canal treatment and crown, I took Pure NZ Dental to the Small Claims Tribunal where they were ordered to pay me $2680.00 in June 2021.
This whole situation has caused me much anxiety and stress. I suffered for 1 month with an infected tooth before it was treated. I lost time in my baby’s first year of life while dealing with dental issues that were done to me. After Dr. Yao, I have spent a further $7780 on teeth issues. From the stress, pain and financial burden, I started to notice I unconsciously grind my teeth.
The situation over 18 months could have been avoided had I been treated with more care and my concerns taken seriously in January and February 2020. It is fine for when things are going well, but really was Pure NZ Dental’s response adequate for a situation where things didn’t go well? I learnt the hard way and I should not have suffered painfully and needlessly throughout this ordeal.