Hampton Inn Richland

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] 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, however I would like to clarify this statement: “Second, the complainant has asked that we waive her charge for her child's retainer, and in the spirit of amicable resolution, we have waived it entirely. We have reached out - on a number of occasions - to this patient, and while we've not heard back from her, we presume that this will be helpful to her in remedying this situation.”Irene from the office did call me, once, and this is the transcript from the message received indicating that my check was ripped up because I had referred another family to the practice:“Hi [redacted] this is Irene, I'm calling from Oakland Smile Station. I got the letter expressing the concerns that you had, and I just wanted to let you know we did rip up that check last week after we got the letter. And I really apologize that it didn't come off the right way. We just, you know, usually there is a charge for a retainer, but we do a courtesy (waiver) because you had referred a patients to us, so I apologize that it didn't come off the right way. But I did want to apologize and also just wanted to let you know we did rip up that check, so we're not going to charge anything for retainers and thank you so much for referring the other family as well once again. If you have any questions please give us a call iI just wanted to reach out to you and let you know, thanks so much, bye bye.”At this point, I am satisfied with the outcome of the complaint, and that the practice has chosen to change it’s policy regarding this situation. Regards, [redacted] ***

While no one at our office craves receiving complaints of any kind, the one that we received from a patient in March has led to a sincere and an immediate change to our practiceAnd the changes are in keeping with the staunchly held philosophies of the practice's new ownersAs the relatively
recent owners of a practice that has been in operation for nearly three decades, we inherited a lot of wonderful things from our predecessor: an established reputation for high-quality dental care, a terrific patient population, and an extraordinary team of co-workers (including dentists, orthodontists, hygienists, assistants, coordinators, and support staff)All that we inherited (the standard of care, our beloved patients and our fantastic team) means everything to us, and we strive every day to foster these things and to never assume that they will persist forever without our steadfast effortsThe complaint that we received through the Revdex.com centered on a patient's upset that we were offering a waived orthodontic retainer fee upon a patient referral to our practiceWe understand now that this patient was told - at the time of her child's retainers - that she was not eligible for such a fee waiver since she had not referred anyone to usThe fee waiver consideration around referrals was one that had been in place prior to taking over ownership of this practice, and it is an unfortunate vestige of the practice that we inheritedIt remained on a form that we, as new owners, did not know was still being distributedWe have done historical diligence on the matter, and encouragingly, we've learned that such a retainer fee waiver for referral was applied in less than cases in the nearly three years of our ownershipPerhaps more important, we would like to highlight that, since receiving this complaint, we have taken immediate action: First, we have eliminated - effective immediately - all retainer fee waivers for patient referralsSecond, the complainant has asked that we waive her charge for her child's retainer, and in the spirit of amicable resolution, we have waived it entirelyWe have reached out - on a number of occasions - to this patient, and while we've not heard back from her, we presume that this will be helpful to her in remedying this situationAs head of a nearly thirty-person team of caring (but fallible) dental professionals, serving faithfully thousands of patients in the Oakland community and surrounding areas, it is likely that we don't get things perfectly 100% of the timeHowever, as a practice, we've always taken pride in our ability to learn from those instances when we are less than our best and to make lasting changes that can help to ensure that mistakes don't repeat themselvesThis complaint, while tough for us to read, has led to real change, and our follow through on the matter will persist with even greater fervor

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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, however I would like to clarify this statement: “Second, the complainant has asked that we waive her charge for her child's retainer, and in the spirit of amicable resolution, we have waived it entirely. We have reached out - on a number of occasions - to this patient, and while we've not heard back from her, we presume that this will be helpful to her in remedying this situation.”Irene from the office did call me, once, and this is the transcript from the message received indicating that my check was ripped up because I had referred another family to the practice:“Hi [redacted] this is Irene, I'm calling from Oakland Smile Station.  I got the letter expressing the concerns that you had, and I just wanted to let you know we did rip up that check last week after we got the letter. And I really apologize that it didn't come off the right way.  We just, you know, usually there is a charge for a retainer, but we do a courtesy (waiver) because you had referred a patients to us, so I apologize that it didn't come off the right way. But I did want to apologize and also just wanted to let you know we did rip up that check, so we're not going to charge anything for retainers and thank you so much for referring the other family as well once again. If you have any questions please give us a call iI just wanted to reach out to you and let you know, thanks so much, bye bye.”At this point, I am satisfied with the outcome of the complaint, and that the practice has chosen to change it’s policy regarding this situation. 
Regards,
[redacted]