‘Shocked’: Patients left in the lurch after dentist shutters office

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The abrupt closure of a Quispamsis orthodontist’s office has left patients bracing for potential financial fallout stemming from signed contracts and outstanding dental work.

On Tuesday, the office of Dr. John Sherrard announced on its website its plans to permanently shutter “after much heartfelt consideration” following what had been billed as a temporary closure “due to staffing shortages.”

Last week, the Millennium Drive dental office abruptly closed, but according to a notice still posted on its front door Wednesday, the office was scheduled to reopen Tuesday.

On that same day, 19-year-old daughter Tory Justason made the almost hour-long drive from Pennfield to Quispamsis to see Sherrard, her orthodontist for more than five years. Her mother, Tracy Justason, who signed more than a $6,000 contract for her daughter’s Invisalign dental care, had received a robocall on Monday night to confirm her daughter’s appointment.

On Tuesday morning, Justason received a call from her daughter who had arrived on time for her appointment.

“She called me and said, ‘Mom, there’s nobody here.’ I said, ‘What are you talking about? I had to confirm your appointment (Monday night),’” Justason recalled Wednesday.

“I got her to FaceTime to show me the door was really locked.”

Dozens of Sherrard’s patients are now scrambling to figure out the possible financial repercussions after being blindsided by the closure of his office. In the case of Justason, she said she still has at least another year left on her daughter’s contract.

“I’m not sure what to do,” said Justason, who herself previously received Invisalign treatment through the office.

Efforts to reach Sherrard for comment weren’t successful Wednesday. His office voicemail was full, and a message sent via Facebook wasn’t returned. A receptionist at a Moncton dental office confirmed Sherrard is working there, but he didn’t return a message from Brunswick News asking for comment.

A message on his practice’s website states that his office would be “reaching out to each of our patients to discuss transferring their patient records as soon as we are in a position to do so.”

“Once the decision was made that we would not be able to reopen the office, we reached out immediately to the NB Dental Society to work through the logistics of ensuring our patients are transitioned to an orthodontist of their choosing,” the message reads.

Dental society still hadn’t spoken with orthodontist

As of early Wednesday afternoon, the New Brunswick Dental Society hadn’t been in direct contact with Sherrard, but “we expect this to occur imminently,” according to its executive director Paul Blanchard, who noted the society’s office was “quite busy with patient calls regarding this file.”

“The dentist has a responsibility to ensure the timely transfer of patient records to another provider,” Blanchard wrote in an email. “We are operating on the assumption that these details are being worked out with one or two clinics in the area so that patients continue to have access to care.”

As for any outstanding financial arrangements, Blanchard said the dental society doesn’t have “any legal authority” on these matters.

“Any dispute regarding financial issues will have to be resolved in another forum,” he added.

Saint John resident Abbi McCormick had just inked a two-year contract for Invisalign treatment with Sherrard’s office before it abruptly closed. Her insurance had already paid out $860 toward her dental care.

“It’s a once-in-a-lifetime coverage for orthodontics per person, so that won’t be able to be transferred to another clinic,” said the 22-year-old stay-at-home mom, who added she has a balance of $2,800 on the contract.

She said she was “shocked” when she learned about the closure of Sherrard’s office.

According to the biography on his website, Sherrard, who is originally from Kennebecasis Valley and graduated from Dalhousie University, has more than 10 years of experience in orthodontics. A “VIP Diamond Plus Invisalign provider,” Sherrard is touted as “creating over 500 smiles annually” by providing this type of teeth-strengthening system to clients.

McCormick said she chose Sherrard based on her assessment that he had the “best” monthly financing arrangement.

“Now with going to someone else, I’m not sure how that’s going to play out with my financial situation.”