Appleway Dental Clinics

[redacted] With regards to the amounts charged, were reasonable and customaryPatient was charged the lesser of the two xraysWe will be able to courtesy the amount owing currently on the account, however, no refund will be given to the insurance for the amounts charged [redacted]

Appleway Dental — Village #14-6320 Gaetz Avenue Red Deer, AB T4N 4C6 Tel: 403-347-6309Fax: 403-347-630RevDex.com 16102-100 AvenueEdmonton, AB TSP 0L3 March 29, 2017Patients Name: [redacted] Complainant: [redacted] To whom it may concern;In response to your letter dated March 20,... 2017 Appleway dental did bill the credit card on file for the dental servicesprovided to her dad on Jan 12, 2017. When the dad returned to our office to have treatment done Feb 23rd he was unable to pay and the daughter with him stated to bill the credit card on file. The business assistant billed the card on file for the patient's portion of the treatment as the previous visit because they didn't want the dad to know they were paying any cost for him. It was unclear that the complainant only wanted the very first visit billed to her card.On March 16, 2017 the Complainant called to see why her credit card was billed and the business assistant she spoke with told her because the dad was unable to pay his portion and the daughter with him said to bill the credit card on file. In this case the daughter provided her card for the dad. The business assistant was apologetic and said we cannot do a refund on the machine but can get a refund cheque for you in a few days since it is the weekend. The complaint was not accepting this and the business assistant said I will let you speak with the office manager.I spoke with the complainant and Informed her we apologize and we can correct this. She was informed we cannot do acredit card refund because our debit machine does not allow us to do this type of transaction, however we can do a refund cheque for you and send it right to you since our head office Is in Calgary and you live in Calgary, if you provide me your address.Head office prepared a cheque and mailed to the address the complainant provided on March 154, 2017, she claims she didn't receive it. She asked for head office information I said you can direct inquiries to me via email and I will forward to head office because they do not work on Fridays and we do not have any complaint line. I Informed her I will also contact Head office and inquire about this first thing Monday Morning and get back to you. I confirmed her mailing address at this time as well and it was correct to the address we mailed the cheque.I emailed head office right away that day and forwarded the complainants email to them. On Monday Morning I called head office and they confirmed the cheque was not cashed yet and we could re-issue a new cheque to her and she could pick it up. I called the complainant twice and left a message on the phone number she provided but no response. I emailed a message regarding a reissue cheque and no response. If she has not received the Initial cheque yet she can still haveanother cheque reissued she didn't return my calls or email so I could not arrange this with her. A call back or email when was looking into the issue to resolve it would have been a nice courtesy of her to do. We are still waiting for her to respond with how she would like to proceed with the next step.

Complaint: [redacted]
I am rejecting this response because:  The business response incorrectly states that a card was provided at the appointment by the daughter.   I was never at the appointment with my father.  I do not live in Red Deer,  The business had my credit card number on the account from a previous bill I had paid for him.     Appleway Dental applied my credit card number to the bill without my consent.   When I called to request a refund they would not do so until my father went in to pay the bill in cash.  They told me that they would not refund my credit card until the bill was paid and that their credit card machine does not have the capability to refund.  This company was not concerned that they had used the credit card without my consent, but were more concerned that the bill was paid.  When I called the second time to let them know that I did not receive a cheque of amount they owe to me, I was told by the business manager that there is no means to complain and she would not give me the head office's number.  The only recourse is to speak with her and that shows a lack of business accountability as she told me the cheque was mailed to me.  I have not received a cheque from this company and have now put in a complaint with my bank to get the money back onto my credit card that this company has taken without my consent.     I have had my bank change my credit card number so that this business cannot do this to me again as I had only approved one time payment on this account. 
Sincerely,
[redacted]

Appleway Dental — Village #14-6320 Gaetz Avenue Red Deer, AB T4N 4C6 Tel: 403-347-6309Fax: 403-347-630Revdex.com 16102-100 AvenueEdmonton, AB TSP 0L3 March 29, 2017Patients Name: [redacted]Complainant: [redacted]To whom it may concern;In response to your letter dated March 20,...

2017 Appleway dental did bill the credit card on file for the dental servicesprovided to her dad on Jan 12, 2017. When the dad returned to our office to have treatment done Feb 23rd he was unable to pay and the daughter with him stated to bill the credit card on file. The business assistant billed the card on file for the patient's portion of the treatment as the previous visit because they didn't want the dad to know they were paying any cost for him. It was unclear that the complainant only wanted the very first visit billed to her card.On March 16, 2017 the Complainant called to see why her credit card was billed and the business assistant she spoke with told her because the dad was unable to pay his portion and the daughter with him said to bill the credit card on file. In this case the daughter provided her card for the dad. The business assistant was apologetic and said we cannot do a refund on the machine but can get a refund cheque for you in a few days since it is the weekend. The complaint was not accepting this and the business assistant said I will let you speak with the office manager.I spoke with the complainant and Informed her we apologize and we can correct this. She was informed we cannot do acredit card refund because our debit machine does not allow us to do this type of transaction, however we can do a refund cheque for you and send it right to you since our head office Is in Calgary and you live in Calgary, if you provide me your address.Head office prepared a cheque and mailed to the address the complainant provided on March 154, 2017, she claims she didn't receive it. She asked for head office information I said you can direct inquiries to me via email and I will forward to head office because they do not work on Fridays and we do not have any complaint line. I Informed her I will also contact Head office and inquire about this first thing Monday Morning and get back to you. I confirmed her mailing address at this time as well and it was correct to the address we mailed the cheque.I emailed head office right away that day and forwarded the complainants email to them. On Monday Morning I called head office and they confirmed the cheque was not cashed yet and we could re-issue a new cheque to her and she could pick it up. I called the complainant twice and left a message on the phone number she provided but no response. I emailed a message regarding a reissue cheque and no response. If she has not received the Initial cheque yet she can still haveanother cheque reissued she didn't return my calls or email so I could not arrange this with her. A call back or email when was looking into the issue to resolve it would have been a nice courtesy of her to do. We are still waiting for her to respond with how she would like to proceed with the next step.

[redacted] With regards to the amounts charged, were reasonable and customary. Patient was charged the lesser of the two xrays. We will be able to courtesy the amount owing currently on the account, however, no refund will be given to the insurance...

for the amounts charged. [redacted]