First Class Tour Club

On Wednesday March 30, an itemized statement reflecting all account charges and payments was provided to Ms*** via emailWDS is happy to continue the patient’s orthodontic care however the past due balance must first be resolvedIf the patient is experiencing any discomfort related to the orthodontic appliances, she is welcome to return to the office for emergency care as needed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be
satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Western Dental Services, Inc("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter: After reviewing the patient’s account, it was
determined that due to a clerical error the cost of procedure Dwas presented at a cost higher than the amount indicated on the patient’s DHMO dental plan fee scheduleThe account has since been audited to ensure that the patient has been charged the appropriate fees and a refund in the amount of $is currently being processedThe patient was provided an itemized statement for his reviewWDS sincerely regrets any inconvenience that this may have caused the patient

WDS is in receipt of the Revdex.com's inquiry regarding the complaint reported. Protecting patient information is not only our company policy - federal law now requires it. That is why we must first get a release of health information from our patient authorizing us to
disclose any information regarding this case. WDS requires that patient complete and sign the "WDS Services Authorization Form" that was emailed to patient on October 19, WDS has corresponded directly with patient regarding this matter, however, as soon as the signed release is received, we will forward any pertinent information to the Revdex.com

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Please note that although WDS has obtained the required release from patient, WDS has not finalized its review and resolution of this matterPlease note that this case is due for
resolution on or before March 17, 2016, at that time, WDS will forward any pertinent information to the Revdex.com

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
WDS response is not accurateContract was cancelled 7-2-16, if refund is being processed within business days, I should have received it by nowTheir excuse has been that the paperwork was not processed correctly, (so and so didn't forward what they were supposed to, although they have been aware since 8-17-16, no one did anything to expediteWDS response is sugar coated for their lack of good business practiceNow at days since refund paperwork was given to me from local Concord office]
Regards,
*** ***

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case.WDS is pleased to inform that patient's concerns were resolved by WDS Legal DepartmentWDS expects all of its employees to treat each patient with respect and in a professional manner, including the management of any concerns or problem in a timely manner. While we are unable to establish that patient was treated in either an unprofessional or inattentive manner, we regret any customer service which failed to meet patient's expectations

My complaint (number ***) has been resolved to my satisfaction.You may stop processing the complaintthanks.Please reply to let me know if this is the right channel to do this.I just noticed that credit card had been refunded the proper amount asof 9/23/2016, thus resolving my complaint.This
came as a surprise to me as the branch manager had specificallytold me that they could not refund to a credit card and I would have towait for a check!*** ***

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Western Dental sincerely apologizes for any inconvenience that this matter may have caused patientWDS has contacted insurance company to obtain correspondence requesting a
refund. WDS is not in receipt of request for a refund from the insurance company. Upon receipt of documents from insurance company WDS will process refund to patientWestern Dental sincerely apologizes for any inconvenience that this matter may have caused patient

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS")WDS has thoroughly reviewed Ms***'s complaint and WDS has sent her a resolution letter addressing all of her concerns on September 19,

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS"). Please note that because this matter involves Protected Health Information ("PHI"), WDS will respond directly to Ms***, as WDS does not have signed authorization allowing us
to share PHI with the Revdex.com. It is our hope that Ms*** will be satisfied with the information WDS will provide to her in response to this matter

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this caseWestern Dental expects all employees and dentists to treat each patient with respect and in a professional manner. We regret any customer service issues that responsible party found to be unacceptable, we will make every effort to improve the services that patient receivedWDS sets and maintains high standards for cleanliness, housekeeping and patient safety within our facilities. To assure compliance with WDS standards and policies, and the compliance with all associated state and federal guidelineour offices are regularly monitored and inspected. As the responsible party as reported deviation from our expectations, an additional evaluation of the facility will be scheduled

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Please note that as indicated in our previous response to the Revdex.com, protecting member information is not only our company policy - federal law now requires it. That is why we
must first get a release of health information from our patient authorizing us to disclose any information regarding this case. WDS requires that patient complete and sign the "Western Dental Services Authorization Form". As a result, WDS will respond directly to the patient regarding this matter. However, as soon as the signed release is received by WDS, we will forward any pertinent information to the Revdex.com

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 By the time my treatments were supposed to be finished I had already moved to Los AngelesI continued to go back to the Roseville office to continue treatments because I liked the doctor that was treating me. I spent money on plane tickets and gas just to travel for my apts and each time my impressions bubbled up (three times) which wasn't my faultEvery time we took an impression I had to wait six weeks and then they would tell me it bubbled up again so I had to fly/drive back to redo the same impressionI couldn't take the stress anymore and it was 4+ months I wasn't seeing results because I wasn't given new trays, even though I still had the last trays in place, the plastic was starting to lift and was poking me and I couldn't wear them anymore therefore I asked them to transfer my case to Los Angeles so I can keep continuing my treatments hereI felt that it was only fair for them to waive the transfer fee which they did but even that was a process and was procrastinatedWhen the Roseville office said they transferred the chart, I went to the Van Nuys office to make sure of it and be seenThey said that they had not received any chart from the Roseville office so I called Roseville office again and they said that someone had specifically signed from their officeSo when I told Van Nuys that and to find out where the chart was they admitted they had lost my chartAt that point I was completely done being it had been 6+ months this went onAlso the reason I haven't been in months is because I was going through a case with their grievance department which went on for a very long time, back-and-forth and they still denied me a refundWhen I accepted the fact they won't refund I thought I should at least continue my treatment and get something at this point I never even got retainers from themAny orthodontic treatment should at least come with retainers and I haven't even received so much as thatIt's just completely unfairI paid off my balance because they said I could continue treatments, they didn't tell me I would have to pay all over again.
Regards,
*** ***

Western Dental Services has reviewed the patient's rebuttal and verified that an appropriate resolution was sent to the patient on January 19,2018, via regular postal mail

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS"). WDS has thoroughly reviewed *** *** complaint and WDS has sent her a resolution letter addressing all her concerns on 08/24/

Western Dental Services, Inc("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business BureauWDS has reviewed and resolved the patient's inquiryThe following is WDS' resolution to this matter: WDS contacted the patient to discuss his concerns related to
the handling of his accountUpon review of the patient's WDS account, it was noted that the office's request for refund was received and processed by the WDS Billing DepartmentPatient was advised that his refund was currently being processedPatient stated that he was satisfied with the resolution provided

Western Dental Services is in receipt of the complaint filed by a patient of Western Dental Services ("WDS")WDS has thoroughly reviewed Ms***'s complaints and WDS has sent her a resolution via email addressing her concerns on January 18,

Western Dental Services, Inc("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Western Dental sincerely apologizes for any dissatisfaction and any inconvenience that this matter may have caused patient. Patient was contacted directly to schedule and appointment for cleaning that is include with the $promotion special. Patient wishes not to return to the same facility and as a request from patient an appointment will be scheduled at another location. Patient was satisfied with the outcome and WDS greatly appreciates the opportunity from the patient to service his dental needs

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.Attached are through letters I have sent them. The choose to ignore us. May 31st is when one of the letters went out to the business. The refuse to lease to cease and desist. All we want is our money back and then we go away. I have filled out (2) grievances through them and they choose to ignore them. I do not care if the dentist is licensed what mattered to me is the way he did the extraction so please I ask again to please give me my $back unless you would like to have a lawyer knocking on your door because again I sent letters to you and you refuse to listen.Also someone name *** gave a doctor our phone number with out permission. Answer me again after the pain this dentist caused why would you want to go back to a dentist like that.Please give us our $back
Regards,
*** ***