Dr. Steven T. Tottori, DDS, Orthodontist in Kapolei, Hawaii

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• Colleen Conley

  Posted Jan, 14 2020

  NOT MILITARY FRIENDLY. When I came for my initial consultation and asked about potentially having to move in the middle of the treatment, I was informed that my case file could easily be transferred and it would not be a problem. Little did I know that nearly none of the 6k that I dropped at the door would transfer with me.
  
  When I checked into my new duty station, I went right to the orthodontist to see about getting my next refinement done. They gave me a quote and told me that I needed to request that Dr. Tottori's office transfer me the stated sum. Keep in mind, my teeth are still not perfectly straight and I have not received a final set of hard retainers, so of course this should be no big deal.
  
  I waited for Dr. Tottori's office to open in Hawaii and called right away to get the ball rolling so that I could order my next set of trays. The receptionist informed me right away that *if* I was to be refunded anything, it would be a "very small" amount. Imagine my surprise, having spent almost 6K in Dr. Tottori's office, thinking that I was paying for perfect teeth, retainers to keep my teeth that way and a teeth whitening to boot and leaving the office with NONE of the above.
  
  After several more phone calls, Pam, the receptionist, informed me via voicemail that I would be transferred $973.83, which was almost enough to cover the cost of finishing up treatment at the new facility. I was satisfied and sat back to wait for the money to arrive. Exactly 8 weeks later, a check arrived in the mail that was 20% less than the stated amount. Imagine my surprise. I had waited all of this time, had my new facility order me the trays, fully expecting to be *almost* reimbursed and then this check arrives. I called Dr. Tottori's office right away and Pam informed me that Dr. Tottori hadn't approved the initial amount and there would be no additional money sent.
  
  Dr. Tottori's office is unpracticed in transfer cases and unwilling to support military service members. The cost of invisalign is exorbitant to begin with, made worse for those of us who have NO CHOICE but to transfer for our jobs. I am extremely disappointed in Dr. Tottori and his staff. I also would also not recommend this office because it is very difficult to get appointments. They are booked a good month out with very little wiggle room. They have taken on a large number of patients. Shame on this facility!

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