CBS123 Construction, LLC

Greetings! Thank you for bringing this complaint (ID ***) to our attentionWe didn’t receive any email from Ms*** *** regarding her last visit in our office, otherwise we would gladly answer her concerns about usI went over with her letter, the allegations of being not happy with our
services really confused and surprised usThe Dental Assistance Savings Program bought by Mrs*** last Sept8, costs $was for her and her husbandThis program is good for one (1) year and renewable every year with 5% discountThe former was created by Dr*** itself to help those people who doesn’t have insuranceIt is also being offered in the office together with other financing options like *** ***, *** and *** *** Health Improvement LoanIt was Aug.5, when Mr***, her husband first came in the officeHe was scheduled to come back on August 12, but Mrs*** called last August 11, and canceled his dental appointment due to financial reasons (based on patient’s record)Mrs*** called back Sept8, and make an appointment for her husband’s tooth extractionBased on the former’s recorded conversations with us, she also said that she is interested for implants for him (Mr***) since that tooth can no longer be savedBoth came in the office that same day of September 8, 2015, bought the plan and make an appointment for him and herself for September 11, I don’t know if she paid attention to their receipt but that visit of her husband alone saved them $ alreadyOnce again, Mrand Mrs*** came back in the office for prophy last September 11,Both saved $for all the dental services done that day for being under the programA week after their visit, Mr***’s came back September 16, for tooth extractionHe paid $on that particular visit, and again, saved $because of the programMr***’s last visit in the office was September 23, for his extraction check up while Mrs***’s was September 11, Like most of our patients, Mrs***’s account was set up to receive text messages for feedback, reviews, comments, complaints, etcabout their visitsExcept for this complaint, we didn’t receive anyIt was December 15, when our treatment coordinator called Mrs***’s husband to follow up his remaining treatment with usBased on Mr***’s recorded conversations with her, he declined the proposed treatment because they will go back to Russia to have the work done thereWe never heard from them sinceIt was Thursday afternoon at 5:29pm of September 15, when Ms*** *** called the office to make an appointment for herself. As far as I remembered, I didn’t give her a hard time with the scheduling because I was the one in-charge of the phone after office hourI happened to asked what is the best time for her to come in so we can accommodate her the soonest, and make sure that Dr*** will be able to see her as wellI may have accent like her when I talk but I can talk and understand English as much as she doesSo it is not true that I gave her a hard timeShe called after office hour and I was happy to accommodate her despite of that.It was September 20, when I scheduled her to come in for her prophy visitOur front desk staff explained her the program but she got upset when she found out that her DASP expired weeks agoThus, in a very loud voice, she stormed the staff about her bills from last year’s dental treatment with us just got paidShe also lambasted her (our staff) about her husband not being happy with our service since the first time he came in the the officeAccording to her recorded conversations with us, that was the main reason why he doesn’t want to come backOur staff tried to calmed her down but she left the office without her (staff) finishing what she supposed to sayIf she just only listened and stay calmed, our staff wanted to accommodate her by letting her know that she will talk to her supervisor first and she will see what she can do to help since her DASP just expired weeks agoWe give free cleaning, filling and extraction for two years now to those people in need who doesn’t have insurance thru our annual Dentistry from the HeartThis incident will never happen if Mrs*** just listened.Below is the summary of Mr& Mrs***’s visits, that is : *** Dental Total Services Rendered = $1,DASP Membership paid by Mrs*** = $ 596.60 Cash Paid by Mrs*** = 190.80 _____________ Total Savings $ 647.50 We value all our patients and its always our priority to give them the best service and treatment they all deserveMrs*** *** may be paid the amount of $for the Dental Assistance Savings Program she bought in the office a year ago, but they got more value for that moneyUntil here, please feel free to email or contact me for any questions you may have.Thank you and more power to your office. Respectfully yours,Rose ** *** Marketing Coordinator ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It seems to me that they absolutely missed the point of my complaint. I said nothing about wanting money back for my husband's services. I'll try to be super clear this time. We paid 596.60 for the savings plan. Subtract the amount for one person savings plan. I don't remember what it was. Somewhere around $300. Now subtract $77 and $88 for the cleaning and exam that I had. The remainder is somewhere around $100 and that's what I'd like back. Basically, treat it like I've never purchased the savings plan for myself just my husband. I am not one to take money that isn't mine and I certainly am not looking for free services, thank you very much. No one has directly contacted me to try to resolve the problem. Once again, I felt they don't care. Not only was I unhappy about my visits I am also unhappy with the way my complaint was handled. Attached is the email I sent to Dr. [redacted] before I complained to Revdex.com. I called the office to get her email address. If they have not received my complaint then I was not given the correct email. If I would have been called after leaving the office I may have simmered down. However, the entire way they have handled this is no way to handle an upset customer. Some advice for Dr. [redacted]'s staff: Learn the different personalities! If you have a serious Type A on your hands then respond back to them in a Type A manor with sincere care. Go through a training program on how to properly answer calls and schedule appointments. Don't stare patients down when they are upset. Get a manager and call them in to discuss the problem. And if you can't handle situations like this then maybe customer service is not for you.Regards,[redacted]