Ponsonby dentist continues to see patients, despite being suspended

An Auckland dentist suspended for more than a year continues to operate out of a street-front Ponsonby office.

Dr Jacob Goldenberg has been suspended by the Dental Council since 21 March 2023, over concerns his "alleged conduct poses a risk of serious harm to the public".

Yet a Consumer NZ investigation has found Goldenberg continues to take appointments and see patients.

At least one of his recent patients claims Goldenberg has taken their money without completing promised treatment.

One who asked for a refund for treatment that never went ahead says Goldenberg claimed he’d called the police and taken out a restraining order out against her.

She calls his service a "scam".

'He never answers our calls'

On 13 February 2024, Iris took her husband to Total Health Dentistry, a Ponsonby clinic on the corner of Ponsonby Road and Jervois Road with a sign in the window that says, "No walk-ins".

Iris, who made her appointment via texts, says her husband was suffering what he believed to be a bad tooth ache. "[He] had quite a severe pain of one side of his tongue," she says.

Her husband was assessed by Dr Jake Goldenberg, or “Dr Jake,” who told him the pain was caused by a tooth infection and he needed two teeth extracted and replaced by implants.

She claims he said, "If you want to get a discounted price ... you have to pay upfront."

Iris paid $7,798, the cost for two extractions and implants, and an appointment was made with a different dentist to carry out the treatment in a week's time. (That dentist, Dr Nick Williams, told Consumer he was doing work for Goldenberg, but has since ceased because of the number of complaints surfacing.)

As they waited for their appointment, Iris's husband's tongue ache got worse. "He couldn't eat and even drink," she says.

She tried to contact Goldenberg to move the appointment closer. "He never answers our calls," she says. "I sent him texts, emails, left voice messages."

Desperate, her husband went to the clinic in person, but found the clinic was closed. Outside, other patients had gathered who were chasing Goldberg for refunds or treatment.

‘It doesn’t make any sense’

Her suspicions rising, Iris typed “Total Health Dentistry” and “Dr Jacob Goldenberg” into Google.

She found a news story from July stating Goldenberg’s licence had been suspended by the Dental Council, pending an investigation.

That story details other patients with complaints about the dentist’s behaviour, including taking money for implants then failing to carry out the work. Goldenberg used a litany of excuses including health issues, software and hardware updates, and lack of staff.

Via text, Iris asked Goldenberg to refund her money for the treatment he’d suggested that they no longer required.

He responded, "That can't happen very sorry ... good luck."

She told him she'd read the news story about him and asked for a refund again, this time threatening to take her concerns public.

Goldenberg told her he'd called the police and taken out a restraining order against her, and that he was reviewing his security camera footage.

His text said: "You can't do this it's harassment Very sorry too bad we did great for your husband so sad anyway good luck and you're going to see what things really cost now take care bye." [sic]

"It doesn't make any sense," Iris says.

Instead, she contacted her bank and discovered that, because she'd paid via credit card and hadn't received the promised treatment, her money could be refunded via a chargeback.

"The bank is happy to refund our money."

Later, she took her husband to another oral surgeon at Ascot Hospital.

There, he was told he didn't need any teeth extracted at all.

Instead, he was suffering neuralgia, a nerve condition that can cause intense facial pain.

'A risk of serious harm to the public'

Dr Jacob Goldenberg has been suspended since 21 March 2023, the Dental Council confirms.

"Dr Goldenberg is suspended from practising as an oral health practitioner while allegations about his conduct are investigated by a Professional Conduct Committee," chief executive Marie MacKay says.

"The Dental Council made the suspension order because, in its opinion, the alleged conduct poses a risk of serious harm to the public."

That order means Goldenberg "must not practise as an oral health practitioner during the period of his suspension".

The council’s investigation is still underway. A spokesperson says it was sparked by several complaints and is nearing its conclusion.

But a Consumer investigation has found Goldenberg continues to talk to patients, book appointments and offer treatment.

Consumer talks to Jacob Goldenberg

To find out if Goldenberg is still meeting patients, we visited his office, Total Health Dentistry, on the corner of Ponsonby Road and Jervois Road, on 21 March 2024.

We knocked on the door, but no one answered. A computer could be seen through the window with an open internet browser.

A sign taped to the door instructed customers to “Text Jake” – so that’s what we did.

At 9.56am on Friday, 22 March, we sent a text to his number asking to make an appointment for an assessment for two implants.

Goldenberg called us back 9 minutes later. “We have to make an appointment through the phone,” he said. “When would you like to come in?”

Goldenberg initially offered an appointment in a week’s time, which we said we couldn’t make. He offered us an appointment for the following day, a Saturday. When we turned that appointment down too, he said, “Can you come in today?”

When Consumer requested information about his services, Goldenberg said, “We use a lifetime guaranteed implant, best in the world … we have the best 3D scanner you can get. That’s all free. Scanning’s free, all the work is free. The main thing is we want to ensure the work lasts you a lifetime.”

He quoted Consumer $4,200 per tooth, or $8,400 for two, including crowns.

A recent New Zealand Dental Association survey shows that work should cost, on average, $3,091 per surgical implant, plus $3,001 for an implant, single tooth-superstructure crown.

For two teeth, that would be $12,184.

We put our concerns in writing in an email, telling Goldenberg we’d spoken to people who called his practice a “scam,” and asked him to explain why he was continuing to operate when his licence was suspended.

He responded, “Its [sic] not accurate.”

When asked which of our concerns wasn’t accurate, Goldenberg stopped replying to Consumer’s messages.

What to do if you're worried about your treatment

Iris says she’s chosen to speak out because she wants to warn others intending to seek the services of Goldenberg and Total Health Dentistry that they may not get the treatment they’ve been promised – or see their money again.

She’s concerned he’s targeting Chinese-speaking Auckland residents, or recent immigrants who struggle with English.

She says she joined a group WeChat with dozens of alleged victims, some who say they’ve lost more than $30,000.

Anyone wanting to know the registration status of their dentist can check the Dental Council’s official register.

Marie Mackay says the Dental Council doesn’t intervene in financial disputes between customers and patients.

But she advised that if a refund has been refused for dental treatment that hasn’t been carried out, a complaint can be laid with the Disputes Tribunal, the Consumer Protection Division of MBIE, or the Commerce Commission.

Anyone who believes they’ve received treatment from Goldenberg during his suspension can file a formal complaint with the Dental Council.