Airport Way Dental Clinic

Our dental office offers a $gift ($Costco gift card, or $credit towards future treatment, or prefilled whitening trays ($value), or Sonicare toothbrush ($value) for new patients completing new patient examination, x-rays and recommended hygiene treatment DrDonald L** saw patient on 05/18/for new patient exam and full mouth x-rays Restorative treatment recommended and quadrants of periodontal therapy (hygiene) due to bone loss and buiof calculus and plaque Patient stated ½ years since last hygiene at previous dental office NOTE: DrJin C [redacted] (as individual noted on Revdex.com complaint) not a provider at our office nor has DrC [redacted] ever been a provider at our practice Patient scheduled upper right perio quad on 10/05/ Patient phoned day of appointment and rescheduled to 11/09/short notice due to being ill Broken appointment fee waived due to patient being ill plus 1st broken appointment waived at our practice Patient had upper right, lower right, and upper left perio quadrants completed on 11/09/and scheduled and completed lower left perio quadrant on 11/16/ Patient was then given a new patient gift of a Sonicare toothbrush Patient scheduled for #filling (due to large leaking existing amalgam with fractured leaking alloy) and week perio evaluation/ perio maintance for 12/21/ Patient phoned on 12/19/and reschedule treatment from 12/21/at 3:to 01/03/at 10:due to being ill Patient also stated will be getting new insurance and she will call back with information On 01/03/2017, patient no showed for hour hygiene (perio maintance) and hour #filling appointment Broken appointment fees applied, per DrL**, $for hygiene and $for restorative appointment NOTE: documentation noted on our confirmation system Demand Force, patient received on 12/28/and day of appointment, 01/03/2017, confirmation reminders Patient phoned on 01/24/regarding account/ broken appointment fees I explained fee due to no show on 01/03/for fill with DrL [redacted] and perio maintance with our hygienist Patient stated she did not schedule appointment I explained documentation I have is she phoned and rescheduled from Dec to 01/03/due to being ill Patient asked if we can "work around broken appointment fee" I explained I need to ask DrL*** Per DrL**, will waive broken appointment fee if patient makes #fill and perio maintance appointment and is here for her appointments I phoned pt with information; she will call back to schedule appointments due to her work schedulePatient phoned on 02/01/to schedule perio maintance and #filling Patient then questioned broken appointment fee from 01/03/on account I explained fee due to no show for both appointments on 01/03/I did inform her of her reschedule her Decappointments (for #fill and PM) to 01/03/due to her being ill Pt denied rescheduling appointment Patient question why perio maintance when she just had her teeth cleaned months ago I explained necessity of perio maintance due to gum disease Patient stated she went to different provider re: #filling which informed her she does not need treatment Patient stated we are forcing her to have treatment done in order for broken appointment fee to be removed Patient stated if broken appointment fee not waived then she will write a bad review on line I explained that was her choice Patient stated we "are greedy" and mentioned other times she would write a review I again explained it is her choice not to schedule treatment and to write a review Patient stated she will pay $broken appointment fee Mailed statements to patient on 1/5/2017, 02/08/2017, 03/23/2017, 04/12/ Mailed day collection statement notice on 05/11/to patient stating balance due by 05/24/ Sent account to collection agency on 05/25/due to no response by patient Summary of response to customer complaint: New patient gift offered and given to patient on 11/16/ See attached patient ledgerDrJin C [redacted] as mentioned by the customer is not a doctor at our practice DrDonald L [redacted] is the presiding dentist at Airport Way Dental Care Recommended filling/treatment of tooth #is documented and photographed (fractured existing filling See attached photo and clinical notesIncluded is a copy of office policy signed by customer and patient ledger It clearly states $no show fee without hr advance notice Two hours total were reserved for customer who no showed twice and prevented other patients from scheduling in that time frame As a courtesy to the customer, we will waive the $fee Patient was sent a dismissal letter on 02/13/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of waiving the $broken appointment fee is satisfactory to me
Sincerely,
*** ***

Our dental office offers a $50 gift ($50 Costco gift card, or $50 credit towards future treatment, or 10 prefilled whitening trays ($75 value), or Sonicare toothbrush ($80 value) for new patients completing new patient examination, x-rays and recommended hygiene treatment.  Dr. Donald L**...

saw patient on 05/18/2016 for new patient exam and full mouth x-rays.  Restorative treatment recommended and 4 quadrants of periodontal therapy (hygiene) due to bone loss and build-up of calculus and plaque.  Patient stated 1 ½ years since last hygiene at previous dental office.  NOTE: Dr. Jin C[redacted] (as individual noted on Revdex.com complaint) not a provider at our office nor has Dr. C[redacted] ever been a provider at our practice.  Patient scheduled upper right perio quad on 10/05/2016.  Patient phoned day of appointment and rescheduled to 11/09/2016 short notice due to being ill.  Broken appointment fee waived due to patient being ill plus 1st broken appointment waived at our practice.  Patient had upper right, lower right, and upper left perio quadrants completed on 11/09/2016 and scheduled and completed lower left perio quadrant on 11/16/2016.  Patient was then given a new patient gift of a Sonicare toothbrush.  Patient scheduled for #3 filling (due to large leaking existing amalgam with fractured leaking alloy) and 6 week perio evaluation/ perio maintance for 12/21/2016.  Patient phoned on 12/19/2016 and reschedule treatment from 12/21/2016 at 3:00 to 01/03/2016 at 10:00 due to being ill.  Patient also stated will be getting new insurance and she will call back with information.  On 01/03/2017, patient no showed for 1 hour hygiene (perio maintance) and 1 hour #3 filling appointment.  Broken appointment fees applied, per Dr. L**, $50 for hygiene and $50 for restorative appointment.  NOTE: documentation noted on our confirmation system Demand Force, patient received on 12/28/2016 and day of appointment, 01/03/2017, confirmation reminders.  Patient phoned on 01/24/2017 regarding account/ broken appointment fees.  I explained fee due to no show on 01/03/2017 for fill with Dr. L** and perio maintance with our hygienist.  Patient stated she did not schedule appointment.  I explained documentation I have is she phoned and rescheduled from Dec 21 2016 to 01/03/2017 due to being ill.  Patient asked if we can "work around broken appointment fee".  I explained I need to ask Dr. L[redacted]  Per Dr. L**, will waive broken appointment fee if patient makes #3 fill and perio maintance appointment and is here for her appointments.  I phoned pt with information; she will call back to schedule appointments due to her work schedule. Patient phoned on 02/01/2017 to schedule perio maintance and #3 filling.  Patient then questioned broken appointment fee from 01/03/2017 on account.  I explained fee due to no show for both appointments on 01/03/2017. I did inform her of her reschedule her Dec. 2016 appointments (for #3 fill and PM) to 01/03/17 due to her being ill.  Pt denied rescheduling appointment.    Patient question why perio maintance when she just had her teeth cleaned 2 months ago.  I explained necessity of perio maintance due to gum disease.  Patient stated she went to different provider re: #3 filling which informed her she does not need treatment.  Patient stated we are forcing her to have treatment done in order for broken appointment fee to be removed.  Patient stated if broken appointment fee not waived then she will write a bad review on line.  I explained that was her choice.  Patient stated we "are greedy" and mentioned 2 other times she would write a review.  I again explained it is her choice not to schedule treatment and to write a review.  Patient stated she will pay $100 broken appointment fee.  Mailed statements to patient on 1/5/2017, 02/08/2017, 03/23/2017, 04/12/2017.  Mailed 10 day collection statement notice on 05/11/2017 to patient stating balance due by 05/24/2017.  Sent account to collection agency on 05/25/2017 due to no response by patient.  Summary of response to customer complaint: New patient gift offered and given to patient on 11/16/2016.  See attached patient ledger. Dr. Jin C[redacted] as mentioned by the customer is not a doctor at our practice.  Dr. Donald L** is the presiding dentist at Airport Way Dental Care.  Recommended filling/treatment of tooth #3 is documented and photographed (fractured existing filling.  See attached photo and clinical notes. Included is a copy of office policy signed by customer and patient ledger.  It clearly states $50 no show fee without 48 hr advance notice.  Two hours total were reserved for customer who no showed twice and prevented other patients from scheduling in that time frame.  As a courtesy to the customer, we will waive the $100 fee.  Patient was sent a dismissal letter on 02/13/2017.