Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ We appreciate the opportunity to respond to the complainant's remarks Our records reflect that the complainant's spouse cancelled appointments for herselfHowever, she did not cancel a June 27, appointment scheduled by her spouse As is our policy, we texted a courtesy reminder of the upcoming appointment days prior to the scheduled dateAt that point, patients have the option to notify us by text, phone or email that they prefer to cancel or reschedule When the complainant failed to appear at his scheduled appointment, we billed him a $cancellation fee - our longstanding and written policy in cases where we do not receive 24-hour notice of a cancellationWe then received written notice from the complainant that he was not returning to the practice We apologize for any misunderstanding or miscommunication on our partAs a courtesy to the complainant, we have closed his account
Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Phone: XXX-XXX-XXXX
We appreciate the opportunity to respond to the Claimant's complaintOur records include an important detail that went unmentioned - this was actually the second time in the calendar year that the Claimant was or
more minutes late for her scheduled appointmentShe also failed to appear on time on Because it was a first occurrence, we waived the cancellation fee at that time
On 6.25.15, our records show that the Claimant was 20+ minutes late for a hygiene appointmentHer lateness left us with two choices: provide rushed or inadequate treatment; or, cause another patient to waitFor us, neither option was acceptable
Therefore, we informed the Claimant that we could not see her that day and, because it was the second occurrence, we charged our standard $cancellation feeIn both instances, had we received prior notice, the Claimant's scheduled time could have been filled by other patients on our waiting list
Respecting each patient's time and staying on schedule throughout the day is our absolute priorityThat is why we require at least 24-hour notice when a scheduled appointment must be cancelledAt the same time, we understand that traffic, weather and personal issues can cause unexpected delays and last-minute cancellationsIn such cases, we typically waive or reverse a feeHowever, when a patient fails an appointment more than once in a calendar year, and unless extraordinary circumstances apply, we assess a cancellation fee
In the interest of resolving this issue and because we support the Claimant's decision to seek treatment elsewhere, we will not continue to pursue payment
Initial Consumer Rebuttal /* (2000, 7, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because they are not going to pursue payment, however just for the record THEY cancelled the prior appointment, as wellI was not minutes late, I was minutes late, I called and they told me that the dentist would rather I make another appointmentStill VERY disappointed in how they treat their loyal customers
Initial Business Response /* (1000, 5, 2015/08/10) */
We appreciate the opportunity to respond to the complainant's remarks.
Our records reflect that the complainant's spouse cancelled appointments for herself. However, she did not cancel a June 27, 2015 appointment scheduled by her spouse....
As is our policy, we texted a courtesy reminder of the upcoming appointment 2 days prior to the scheduled date. At that point, patients have the option to notify us by text, phone or email that they prefer to cancel or reschedule.
When the complainant failed to appear at his scheduled appointment, we billed him a $25.00 cancellation fee - our longstanding and written policy in cases where we do not receive 24-hour notice of a cancellation. We then received written notice from the complainant that he was not returning to the practice.
We apologize for any misunderstanding or miscommunication on our part. As a courtesy to the complainant, we have closed his account.
Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ We appreciate the opportunity to respond to the complainant's remarks Our records reflect that the complainant's spouse cancelled appointments for herselfHowever, she did not cancel a June 27, appointment scheduled by her spouse As is our policy, we texted a courtesy reminder of the upcoming appointment days prior to the scheduled dateAt that point, patients have the option to notify us by text, phone or email that they prefer to cancel or reschedule When the complainant failed to appear at his scheduled appointment, we billed him a $cancellation fee - our longstanding and written policy in cases where we do not receive 24-hour notice of a cancellationWe then received written notice from the complainant that he was not returning to the practice We apologize for any misunderstanding or miscommunication on our partAs a courtesy to the complainant, we have closed his account
Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Phone: XXX-XXX-XXXX
We appreciate the opportunity to respond to the Claimant's complaintOur records include an important detail that went unmentioned - this was actually the second time in the calendar year that the Claimant was or
more minutes late for her scheduled appointmentShe also failed to appear on time on Because it was a first occurrence, we waived the cancellation fee at that time
On 6.25.15, our records show that the Claimant was 20+ minutes late for a hygiene appointmentHer lateness left us with two choices: provide rushed or inadequate treatment; or, cause another patient to waitFor us, neither option was acceptable
Therefore, we informed the Claimant that we could not see her that day and, because it was the second occurrence, we charged our standard $cancellation feeIn both instances, had we received prior notice, the Claimant's scheduled time could have been filled by other patients on our waiting list
Respecting each patient's time and staying on schedule throughout the day is our absolute priorityThat is why we require at least 24-hour notice when a scheduled appointment must be cancelledAt the same time, we understand that traffic, weather and personal issues can cause unexpected delays and last-minute cancellationsIn such cases, we typically waive or reverse a feeHowever, when a patient fails an appointment more than once in a calendar year, and unless extraordinary circumstances apply, we assess a cancellation fee
In the interest of resolving this issue and because we support the Claimant's decision to seek treatment elsewhere, we will not continue to pursue payment
Initial Consumer Rebuttal /* (2000, 7, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because they are not going to pursue payment, however just for the record THEY cancelled the prior appointment, as wellI was not minutes late, I was minutes late, I called and they told me that the dentist would rather I make another appointmentStill VERY disappointed in how they treat their loyal customers
Initial Business Response /* (1000, 5, 2015/08/10) */
We appreciate the opportunity to respond to the complainant's remarks.
Our records reflect that the complainant's spouse cancelled appointments for herself. However, she did not cancel a June 27, 2015 appointment scheduled by her spouse....
As is our policy, we texted a courtesy reminder of the upcoming appointment 2 days prior to the scheduled date. At that point, patients have the option to notify us by text, phone or email that they prefer to cancel or reschedule.
When the complainant failed to appear at his scheduled appointment, we billed him a $25.00 cancellation fee - our longstanding and written policy in cases where we do not receive 24-hour notice of a cancellation. We then received written notice from the complainant that he was not returning to the practice.
We apologize for any misunderstanding or miscommunication on our part. As a courtesy to the complainant, we have closed his account.