Farmers Food, Inc.

This letter is in response to your request regarding the service received in my Gaithersburg office by [redacted]. ** and [redacted] came to my office on March 1, 2016 requesting dentures for [redacted] was in need of full upper dentures. I examined [redacted] and discussed the...

various types of dentures available, as well as the cost and informed him that he would have to come back for at least 3-4 or more visits. He and His wife agreed, I took an impression, and sent it out to the lab. A second appointment was scheduled on April 7, 2016 and bite registration was done. I got the Wax trying back from the lab so I requested to see the patient on 04/09/2016 which was Saturday at 6:30 PM. My staff gave - appointment for [redacted].I had to arrange my personal schedule in order to accommodate the patient. I arrived at my office at 6:15 pm and ** and [redacted] did not show up. I waited until 7:15 pm and requested my staff to enquire why she and her husband were not at the office and his wife replied was they were there at 6:00 pm and could not wait so they left.My staff informed her that the appointment was scheduled at 5:30 not 6:00 pm. I do not work on Saturday, but since [redacted] had his impending hospitalization I agreed to meet them at my office at 6:30 on 04/09/2015, had to rearrange my personal schedule in order to accommodate the patient. I requested that she and her husband return to the office, so we could continue the process for his dentures, she refused, and said she did not have the time to run back and forth to the office. The patient came into the office on April 12, 2016 for a try in. It had to be redone because patient gave wrong bite and process had to be repeated . I told her it was imperative that [redacted] come to the office so that the dentures could be tried in again for [redacted]. Throughout the process [redacted] and her husband have been very uncooperative, refusing to listen to my advice demanded that she would not be able to bring him for [redacted] and demanded the denture should be completed to finish and she will come and pick his dentures, as her husband is undergoing surgery on 04/21/2016 and will be incapacitated for several weeks and should be refrained from walking for couple of months according to his physician. With reluctance I agreed to hand over the denture to his wife. I told his wife that I was extremely concerned about processing the denture without a [redacted]. She insisted that the denture be processed. I told her to bring [redacted] as soon as he is able to walk. On April 15, 2016 the completed upper denture was delivered to [redacted].On April 28, 2016 both ** and [redacted] walked into my office and associate Doctor and the staff was very astonished and shocked to see [redacted], since his wife had said he would be bed ridden for several weeks after his surgery and unable to walk for couple of months. [redacted] said his denture did not fit, so the associate doctor having known about the situation adviced to return back to see me. They left the office, and as the staff member was going around putting away things in the office she came upon [redacted] Dentures which they had left without telling anyone. Also later in the day [redacted] called and requested the money back. Staff told her to bring [redacted] to the office and address the concern.We offer good service to the patient and it is very hard to get treatment accomplished when they are not willing to cooperate and provide false information. Lab costs incurred when denture is processed, so if [redacted] can come to the office since it was recently fabricated, lab can some time accommodate with the correction of his denture. This can only be achieved with the cooperation of the patient. I had been out on vacation from June 16 and returned to work on July 5, 2016.