Gentle Dentistry

On the day this complaint was received, I pulled the refund request and asked the patient's billing coordinator to contact the patient for their credit card #.  The patient initially told the billing coordinator they would not provide the credit card number without speaking to me first.  I was not available to take the call as I was on a conference call.  Based on billing coordinators statement that the patient would not provide their credit card #, I sent the response to the Revdex.com.  The billing coordinator came into my office about 10 minutes later and stated the patient did end up giving her the credit card # and asked me to call him back.  At that point, I logged back onto the Revdex.com's complaint site, but was unable to modify the response or add anything additional.Once the credit card # was received, the clinic manager was immediately notified to refund the patient.  The refund was done before close of business that day.  Patient states he has not seen the refund.  We are more than happy to mail or fax a copy of the receipt to the patient if that is what he desires, however, once we process the refund, we have no control over when it is posts to his account.  Only his credit card company can address that.The patient also states that as of this point, he has not received a call back from me.  The patient has had multiple conversations with his billing coordinator and I had no additional information to provide him.  He has told the refund would be processed and that we would not be "compensating" him for a delay.  Further conversations with me would not have changed that decision.In my initial response, I stated the credit appeared in December.  Upon further review, I noticed that the payment posted in November, but a mistake was made with the write off and it was not caught until December.  Although this was our mistake, it does not justify the patient expecting "compensation" for dental work paid for by his insurance company.   We do require all patients who are having services done that may not be covered by insurance to sign a financial agreement that states we will bill your insurance company and give you an estimate of the costs, however, patient is responsible for any costs not covered by insurance.   His insurance did not pay this claim until November and until that point, there was no credit on the account.Contrary to the patients statement, we do value our patients and are sorry when we lose one.  However, is not reasonable for the patient to expect "compensation" for issues related to insurance processing or a delay in receiving the refund.  That would be like us changing a patient every time they cancelled or failed an appointment. We apologize the patient does not feel he was treated fairly by our company and that he feels the amount of time taken to refund his money was unreasonable.  We strive to give the best customer service we can and in most cases, our patients are happy with the services and treatment they receive.  This patients refund has been processed as requested and we consider the matter closed.

[redacted] did not purchase windows from us. The former owner of the home purchased windows from us in 1997. The manufacture of the windows was sold twice in the late 1990s and then filed chapter 7 bankruptcy around 2000.  There is no warranty for these windows. We are not a...

manufacture and never have been. We tried to help [redacted] by replacing a piece of glass for $365 to cover our cost of material and labor. [redacted]  claims that the new piece of glass looks different than the 1997 glass in the rest of the windows. We acquired that piece of glass from the company that had purchased [redacted] trade mark from the original manufacture before they went bankrupt. That is the best we can do to match the 1997 windows. Of note that company, [redacted] was purchased recently by another manufacture. Also our labor/installation warranty expired in 2007. Also glass coating, as in Low-e, have changed dramatically over the years. It is doubtful any manufacture is using the 1997 coatings technology today. Our guess is the Low-e coating is less visible with today's technology but the green [ iron ] color is more visible. The new piece of glass may be thicker [ more green] as etching grid patterns in glass weakens it. That may have some bearing on the original glass breaking in the first place.  We do not want any unhappy customers but we have no control over any manufacturing processes. Our office manager tried to explain all of the above to [redacted] on the phone. His reply was to threaten legal action and complain to Revdex.com. If he would withdraw his complaint we would consider refunding his $365 and he can keep the piece of glass he doesn't like.Tom P[redacted]