Direct Line Tele Response

Initial Business Response /* (1000, 5, 2016/10/04) */
To whom it may concern,
We have extensively documented communications with this patient; she has absolutely not been ignored or her complaints marginalizedClinical records were sent to patient the same day they were requested on 9/7/16,
including the original clinical review from *** Patient made her original complaint and requested a refund at the same time in an email on 9/8/(a Thursday, the end of our work-week), and left a negative internet complaint on social media a day later without adequate time for a response to be made to herHer concerns were initially addressed by phone within one week of original complaint
Patient has been responded to by phone multiple recorded phone calls, and in writing through multiple emailsWe made it clear that a refund could not be considered without her clinical concerns being addressed; she was given opportunity to meet one-on-one with the doctor, but canceled her appointment not once, but twiceDr*** has even called her from his personal number to speak with her, and she did not return his call
As to her clinical complaints, patient will need to sign a HIPPA release form so we do not break any HIPPA standards of compliance in order for us to provide a thorough responseWithout breaking HIPPA standards, we have reviewed her case and documentation thoroughly including her submitted photos, and are confident that all services have been performed up to - or exceeded - our standard of careAs such, we can only offer a refund for services not yet performed
Initial Consumer Rebuttal /* (3000, 7, 2016/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent an email requesting a refund for unsatisfactory work and was made to feel uncomfortable at this place of businessI requested a refund after two months of not listening to my VERBAL complaintsThey ONLY chose to address it after a WRITTEN complaintThey did contact me only after I requested a refund, I have my voicemail recording indicating that I was not responded in a timely manner because "they dropped the ball" and thought someone from their office had called me, which is their typical excuseThey do not have a very good communication process in placeI did cancel my appointment after several phone calls from the office making me feel uncomfortable and explaining my frustrations and anxietyI offered several other alternative ideas to accommodate them and II do not feel comfortable going to their office at this pointMy last visit to the office with my daughter, I was plagued with anxiety after several employees didn't acknowledge me but only my daughterMy daughter even felt the tensionI had to go sit in my car because I was uncomfortableI have explained this anxiety that I have developed from the personal treatment and lack of response for two monthsI have even indicated that I was seeking treatment for this anxiety which developed while being a patient thereI have tried to tell them that I don't physically feel safe and offered other means of accommodating them but refuse to accept them or work with meI have sent pictures, offered to get a second opinion and send it to them
I did write a negative review of *** which was not addressed by the office but by a person with ties to Innovative dental (multi pictures of the staff on this persons page.) I had to erase my comment after being harassed by this person calling me a liar on their siteThere is still a one star rating on their page that has not been responded to like all the other low ratings have been responded toAgain, it could have been addressed and is still there to address, they just choose not to
I requested to speak with Dr*** after an employee of his sent me an email that I felt was unprofessional giving me her personal opinion about her feelings on my complaint and feelings about the officeDr*** did call me and I called him back the next dayHe did not answer his phone and I left a message asking him to call meHe did not call me back that dayI have a phone record of me calling his phoneI also called Monday and left another message with Dr***This is one of my frustrations with this office, they are bad about returning phone calls for days which I had also addressed in one of my concerns
I have told them that our relationship has been damaged and asked if they could accommodate my anxiety at this time and they will notI filed this complaint after two months of complaining
Concerning the records I requested, they did send me some but not the one I requested which was the treatment plan for the *** and my before treatment picture
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