Familia Dental LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Good Afternoon, I would like to begin by apologizing for the time it took to follow up after receiving your emailI assure you your feedback is very important to us, since it helps us improve and maintain high quality careWith that being said, I had to partner with our Billing Dept to investigate
since there are family members attached to this account and the family has primary and secondary insuranceAfter the investigation it was determined that of the familiy members do have a credit on the account, which the total amount of the refund will be $A refund request has been submitted to our Accounting DeptOnce it is processed the Accounting Dept will contact *** *** to advise when she can return to the office with her Visa so they can credit the account in the anount of $Once again I do apologize for the time the process has taken, and do thank you for your patience

Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@familiadental.com
This patient was scheduled for an appointment for a routine exam/xray/polishing. During the exam the parent was informed her child had two cavities. I completely understand...

that she would like to have her child cared for the same day. Unfortunately, the doctor's time was planned for only the scheduled appointment. To complete the further treatment would have pushed his other appointments well beyond their scheduled appointment times. Due to this time constraint, the office felt it necessary to schedule her procedure at a later date. On that date, June 6th, based on the previous inconvenience, the parent refused to sign the treatment plan form and we were unable to perform the services. While we certainly understand her frustration at having to return at a later date for follow-up procedures, we determined based on the doctor's schedule that it was necessary to schedule at a later date so as not to inconvenience the other patients with scheduled appointments on the same day. We are happy to schedule the patient in for an early appointment any day except Sunday and apologize if she was inconvenienced by the follow-up scheduling.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the original appointment was scheduled, on the phone I informed the receptionist of what I was coming in for. I stated cleaning, physical, and possible cavities. She then informed me I will have to request the physical paperwork while I'm here, we confirmed the appointment and hung up. I was given the treatment plan and information in the office and was more than willing to pay what was necessary to have the teeth filled. I understand the dentist time and his obligations to others. However, the receptionist should have allotted the proper amount of time, and the dentist should not have given the impression I was wasting his time and refused the service I came in for. Everytime I take my daughter in for her appointments their staff is running behind, there have been times we have waited for 45 minutes to an hour. Not just on one occasion. On the most recent appointment, I called and informed them my daughter was in alot of pain and brought up this should have been fixed. I had to leave my place of work and take my daughter out of class because she could not eat or drink anything from the amount of discomfort. When I arrived, I wouldn't agree to the price they were giving me. They never gave me an official treatment plan on the day of the original appointment. They gave me a quote, I disagreed because the doctor verbally told me it would be about $200 originally, also because this should have been fixed the last time I told the manager I will pay for the anesthetics, and supplies but I will not pay for the doctors time. They refused to give me further discount, they refused to honor the quote the dentist verbally gave me, they refused my offer. Being a manager of a medical office I would never let any of our patients leave in pain if there was something to we could do for them. These receptionist lack competence, and because of this people have to suffer. The excuse the dentist did not have enough time because they scheduled us for a shorter appointment is unexceptable. Never once have I ever been seen within 20 minutes after arriving. And I have never been treated like an inconvenience, I got nothing but a bad attitude from the dentist the first appointment by refusing filling the cavities and giving us an eye roll, and then acting as if he throws a dollar amount on the repair maybe it will detur me from having it done that day. I went to another dentist 10 minutes after leaving Familia Dental office. They squeezed us in, they repaired the cavities in no time and I paid full price, which was more than what Familia requested and was happy to do so for level of patient care and concern this other office had given us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]