Wayzata Dental Ltd

Initial Business Response /* (1000, 8, 2016/01/25) */
"On January 4, 2016, we received a phone call from Ms*** *** requesting an appointment at our office for an initial consultationShe noted taht she "needed a filling replacement on the back molar and an additional new filling on the
other side molar." She requested an appointment for Monday, January 11th at 1:PMAn hour-long appointment was scheduled with Md*** for an initial examination, possible x-rays, and enough time to address her chief concernAn email confirmation was sent out the same day the appointment was made, January 4, from our Clinic Coordinator, Kristi BesteThe confirmation email included the appointment day and time, and a reminder about the Cancellation PolicyNew patient forms, including the Cancellation Policy, were attached to the email for her review
Ms*** left a voicemail for our office on Friday, January 8th after business hours noting that she would like to cancel her appointment for Monday, January 11thEven though the office was closed, her voice message was returned on Saturday, January 9th, indicating that there was a cancellation fee for the late noticeThe patient was informed of the cancellation fee and chose not to reschedule her appointment
On Monday, January 11th, Ms*** left a one star Facebook review on the Wayzata Dental Facebook page indicating that she had tried to cancel her appointment but had issues with our voicemail systemShe included a picture of the invoice, voiced her frustration about the fee and noted that she had filed a complaint with the Revdex.comDespite the fact that we had no other issues or complaints about our voicemail system, we decided to give her the benefit of the doubt and waive the feeWe responded to the post by indicating that we were sorry to hear that she had trouble cancelling her appointment and asked that she contact us so that we would promptly resolve this for her
On January 14th, we reached out to Ms*** via email apologizing for any miscommunication about the cancellation policyShe responded on January 15th, indicating that she would like a letter cancelling her bill and on January 15th an invoice reflecting a $balance was mailed to the patient
On January 20th, an additional letter was mailed out to Ms*** indicating that she had a $balance, per her request
The cancellation policy at our office is to discourage late cancellations and no-show appointment times that could have been used for someone else who may have needed the appointmentIn response to this incident, we had our voice message system tested by our phone service provider POPP Communications to ensure things were in working orderThe system was found to be working properly both during and after business hoursThe system was also double-checked by myself, as well as, other staff members and appears to be working properlyOther patients have been able to leave voice messages with no issues or concerns
As is our policy, we have gone above and beyond to resolve this incident for the customerPlease let me know if I can provide any further information to promptly resolve this manner
Sincerely,
Jason ***
Initial Consumer Rebuttal /* (2000, 10, 2016/02/04) */
The customer indicated that he/she ACCEPTED the business response