Arrowhead Foothills Dentistry

I am writing in response to a complaint made by our patient " [redacted] "On June 23rd patient called office stating she wanted to make apptfor her treatment (anterior bridge,crowns, and veneers)Patient stated her insurance was terminating by the 4th and had to have it done before that dateShe inquired about same-day preparation and delivery, I explained to her on big cases we usually don't, but if that is what she wanted we have the ability to do thatI explained to her, as far as insurance goes, she is allowed to have the restorations permanently seated after the termdate, but all services provided must be billed before term dateI explained to her over the phone Dr [redacted] would discuss the process and any questions she had before they started on day of apptShe agreedI gave patient rough estimate over phone, and told her I would go over updated when she came in (her 1st treatment plan was given over a year ago, & treatment plans expire after days), I told her we will bill insurance for her, but at least half of patient portion was due at apptand the rest at the seat date in weeks followingWe called to confirm patients appt the day before, unfortunately we did not have a correct phone number on file, and also her mailing address & email address on file was not correct eitherPatient called hour prior to her apptto ask how long her appt would be, and confirmed she would be in at the 9:am appttimeWhen patient arrived I asked to see patient before going back to start treatmentI discussed updated treatment plan & had patient sign itI explained again half was due today, and the other half at seat date Patient had no questions or stated any concerns about what she would oweShe did ask again about if we were doing same day or visits, and I told her Dr [redacted] thinks it would be best to do visits, but he would talk with her in more detail about what would be done todayAfter her appt was done, treatment done was as planned, nothing changed [redacted] checked her out and asked her to pay half of visit today, patient said she couldn't did not have the funds, [redacted] said she would come talk with me ( [redacted] ) I stated with [redacted] (reception checkout) exactly what [redacted] & I discussed "half was due today" [redacted] relayed the message, and [redacted] again stated that she couldn't pay anything [redacted] took patients credit card number and put in patients filePatient stated she would pay in full on date of seatThis was explained thoroughly to patient before, this is our policy for ALL patientsPatient has expressed none of these concerns with our office, it came to a surprise to receive this complaint, with never hearing from the patient firstA follcall was done by me ( [redacted] ) the day after on ThursJuly 3rd at approx11:00-11:am, and whomever answered the phone stated I had called the wrong numberI am the office manger and handle all patient relations, for any concerns with billing, and complaintsI am happy discuss any and all concerns the patient has

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response to my complaint is full of liesWhen I called, I did not make a request for the procedure to be done in one day, I asked about the process and mentioned that I KNEW that it would be done in two daysThe receptionist (***) stated to me that they had all of the equipment in house and that it could be done in one day(How else would I know this?) I said that was fine with meI did NOT at any time make a request for this as it did not matter much to me If the hospital had my incorrect information on file, it is good customer service to have verified that information when I called in to make the appointmentIt was discussed BOTH on the phone AND in the office that my credit card would be put on file and it would be billed two weeks from the dateI specifically remember this because I was calling in regards to my insurance terminating on July 4th and not having the balance until approximately two weeks afterAt no point was I told this was outside of protocol I was not presented with paying half until I arrived in the office and I mentioned the phone call, and I was again told that my credit card would be put on file to be billedI do not accept this responseHad I been told these things on the phone, I would have explored other options as I had plenty of time prior to my insurance endingWHY WOULD I PUT MYSELF IN THIS POSITION? This is very personal and I would not voluntarily get my teeth drilled to bits only to feel the humiliation with this billing issueThere are OTHER OPTIONS out thereI was under the impression directly from what was presented to me of the sequence of events that would occur on the day of the visitI called to ask questions because of thisI did not call prior to my appointment to ask how long the appointment would take, I called and asked if my insurance information was on fileThat is the only question I askedMy friend was present during the call and could testify to this factI have absolutely no reason to lie about this and this is horrendous customer serviceUnfortunately, I am too far along in the process where I could back out of visiting this hospital for the final procedureAgain, my request in this complaint was to speak to someone with superiority over ***This is the second request I have made of thisThis request was not honored when I was in the office and it was not honored when I made a formal complaintI will not get any resolution because it will only be a matter of what I am saying versus what she is saying by being in communication with herIt is unfortunate that this practice does not value it's clients and would fabricate an occurrence of events and would not allow a client to resolve an issue through a chain of commandThe bait and switch tactic worked as revenue for this practiceI have no other choice to believe that this practice has no regard for the delicate nature of their profession but only for the monetary gainI will be attending my final appointment and I do not wish to speak with ***, since she will fabricate a story about this event and will not admit her wrongdoing and apologize for the bad customer service I would like someone else to finish my case to completion.
Regards,
*** ***

I went to the salon with a friend for shelacWe were the only customers and they sat us tables away from each otherI asked for a french with a bow tie designInstead of telling me it was too complicated, they had their year old daughter tell me they couldn't do it because it would look really uglyI then chose a picture of navy blue with white dots on one nailMind you, I was not given color choicesThey said they didn't have blueThis whole time, of them are talking back and forth and laughing while the child is running around and playing on the rolling chairsI asked for my nails to be cut and they werentI had asked the technician twice to cut them but she did not speak any EnglishFinally I asked to just do black nails and on the ring finger, I wanted a nude color with a black tipI walked out with white and black with gold glitterAll of the nails are filed crookedI didnt say anything at that point because it was 7:55, they close at and they all had their jackets on ready to leaveI was charged $for just shelac and one finger designMy friend got a design on every finger and was charged $I went back the next day to speak to the manager and talk about a refund for the poor customer serviceHe said I couldn't have a refund because the nails look perfectI told him that it's not what I asked for and was wondering why I was charged so much more than my friend when mine is very basicHe said no refunds are allowedI will never go back to this place and will refer people to other salonsI don't recommend this place to anyone

I am writing in response to a complaint made by our patient "[redacted]". On June 23rd patient called office stating she wanted to make appt. for her treatment (anterior bridge,crowns, and 2 veneers). Patient stated her insurance was terminating by the 4th and had to have it done before that...

date. She inquired about same-day preparation and delivery, I explained to her on big cases we usually don't, but if that is what she wanted we have the ability to do that. I explained to her, as far as insurance goes, she is allowed to have the restorations permanently seated after the term. date, but all services provided must be billed before term date. I explained to her over the phone Dr. [redacted] would discuss the process and any questions she had before they started on day of appt. She agreed. I gave patient rough estimate over phone, and told her I would go over updated when she came in (her 1st treatment plan was given over a year ago, & treatment plans expire after 90 days), I told her we will bill insurance for her, but at least half of patient portion was due at appt. and the rest at the seat date in weeks following. We called to confirm patients appt the day before, unfortunately we did not have a correct phone number on file, and also her mailing address & email address on file was not correct either. Patient called 1 hour prior to her appt. to ask how long her appt would be, and confirmed she would be in at the 9:30 am appt. time. When patient arrived I asked to see patient before going back to start treatment. I discussed  updated treatment plan & had patient sign it. I explained again half was due today, and the other half at seat date . Patient had no questions or stated any concerns about what she would owe. She did ask again about if we were doing same day or 2 visits, and I told her Dr. [redacted] thinks it would be best to do 2 visits, but he would talk with her in more detail about what would be done today. After her appt was done, treatment done was as planned, nothing changed. [redacted] checked her out and asked her to pay half of visit today, patient said she couldn't did not have the funds, [redacted] said she would come talk with me ([redacted]) I stated with [redacted] (reception checkout) exactly what [redacted] & I discussed "half was due today". [redacted] relayed the message, and [redacted] again stated that she couldn't pay anything. [redacted] took patients credit card number and put in patients file. Patient stated she would pay in full on date of seat. This was explained thoroughly to patient before, this is our policy for ALL patients. Patient has expressed none of these concerns with our office, it came to a surprise to receive this complaint, with never hearing from the patient first. A follow-up call was done by me ([redacted]) the day after on Thurs. July 3rd at approx. 11:00-11:30 am, and whomever answered the phone stated I had called the wrong number. I am the office manger and handle all patient relations, for any concerns with billing, and complaints. I am happy discuss any and all concerns the patient has.

I am writing in response to a complaint made by our patient "[redacted]". On June 23rd patient called office stating she wanted to make appt. for her treatment (anterior bridge,crowns, and 2 veneers). Patient stated her insurance was terminating by the 4th and had to have it done before that...

date. She inquired about same-day preparation and delivery, I explained to her on big cases we usually don't, but if that is what she wanted we have the ability to do that. I explained to her, as far as insurance goes, she is allowed to have the restorations permanently seated after the term. date, but all services provided must be billed before term date. I explained to her over the phone Dr. [redacted] would discuss the process and any questions she had before they started on day of appt. She agreed. I gave patient rough estimate over phone, and told her I would go over updated when she came in (her 1st treatment plan was given over a year ago, & treatment plans expire after 90 days), I told her we will bill insurance for her, but at least half of patient portion was due at appt. and the rest at the seat date in weeks following. We called to confirm patients appt the day before, unfortunately we did not have a correct phone number on file, and also her mailing address & email address on file was not correct either. Patient called 1 hour prior to her appt. to ask how long her appt would be, and confirmed she would be in at the 9:30 am appt. time. When patient arrived I asked to see patient before going back to start treatment. I discussed  updated treatment plan & had patient sign it. I explained again half was due today, and the other half at seat date . Patient had no questions or stated any concerns about what she would owe. She did ask again about if we were doing same day or 2 visits, and I told her Dr. [redacted] thinks it would be best to do 2 visits, but he would talk with her in more detail about what would be done today. After her appt was done, treatment done was as planned, nothing changed. [redacted] checked her out and asked her to pay half of visit today, patient said she couldn't did not have the funds, [redacted] said she would come talk with me ([redacted]) I stated with [redacted] (reception checkout) exactly what [redacted] & I discussed "half was due today". [redacted] relayed the message, and [redacted] again stated that she couldn't pay anything. [redacted] took patients credit card number and put in patients file. Patient stated she would pay in full on date of seat. This was explained thoroughly to patient before, this is our policy for ALL patients. Patient has expressed none of these concerns with our office, it came to a surprise to receive this complaint, with never hearing from the patient first. A follow-up call was done by me ([redacted]) the day after on Thurs. July 3rd at approx. 11:00-11:30 am, and whomever answered the phone stated I had called the wrong number. I am the office manger and handle all patient relations, for any concerns with billing, and complaints. I am happy discuss any and all concerns the patient has.

This complaint has already been responded to by the business. Please contact office to resolve this issue. Non constructive comments will not responded to.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response to my complaint is full of lies. When I called, I did not make a request for the procedure to be done in one day, I asked about the process and mentioned that I KNEW that it would be done in two days. The receptionist ([redacted]) stated to me that they had all of the equipment in house and that it could be done in one day. (How else would I know this?) I said that was fine with me. I did NOT at any time make a request for this as it did not matter much to me.  If the hospital had my incorrect information on file, it is good customer service to have verified that information when I called in to make the appointment. It was discussed BOTH on the phone AND in the office that my credit card would be put on file and it would be billed two weeks from the date. I specifically remember this because I was calling in regards to my insurance terminating on July 4th and not having the balance until approximately two weeks after. At no point was I told this was outside of normal protocol.  I was not presented with paying half until I arrived in the office and I mentioned the phone call, and I was again told that my credit card would be put on file to be billed. I do not accept this response. Had I been told these things on the phone, I would have explored other options as I had plenty of time prior to my insurance ending. WHY WOULD I PUT MYSELF IN THIS POSITION? This is very personal and I would not voluntarily get my teeth drilled to bits only to feel the humiliation with this billing issue. There are OTHER OPTIONS out there. I was under the impression directly from what was presented to me of the sequence of events that would occur on the day of the visit. I called to ask questions because of this. I did not call prior to my appointment to ask how long the appointment would take, I called and asked if my insurance information was on file. That is the only question I asked. My friend was present during the call and could testify to this fact. I have absolutely no reason to lie about this and this is horrendous customer service. Unfortunately, I am too far along in the process where I could back out of visiting this hospital for the final procedure. Again, my request in this complaint was to speak to someone with superiority over [redacted]. This is the second request I have made of this. This request was not honored when I was in the office and it was not honored when I made a formal complaint. I will not get any resolution because it will only be a matter of what I am saying versus what she is saying by being in communication with her. It is unfortunate that this practice does not value it's clients and would fabricate an occurrence of events and would not allow a client to resolve an issue through a chain of command. The bait and switch tactic worked as revenue for this practice. I have no other choice to believe that this practice has no regard for the delicate nature of their profession but only for the monetary gain. I will be attending my final appointment and I do not wish to speak with [redacted], since she will fabricate a story about this event and will not admit her wrongdoing and apologize for the bad customer service.  I would like someone else to finish my case to completion. 

Regards,