Hanna Bruce Bears and Teddy Hospital

Initial Business Response / [redacted] (1000, 8, 2015/07/22) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @hannabrucebears.com I did not receive this Revdex.com complaint information until today's date of 7/22/I had been in contact with [redacted] on numerous occasions and advised her of the reason for the delayShe was informed on 8/27/that her patient was scheduled for 2/13/surgery dateI am booked out months in advance on all my patients for the past yearsAll my clients were notified of the relocation of the business to California and offered at that time to have their patient returned to them or to have them stay until the procedure was completeThe balance owed on her account was paid to my company on 6/9/after my emails sent to her requesting final paymentOn 6/10/I was in the hospital with a cardiac issueI did not come back in the office for over a week and at that time prepared her patient for shipping and emailed her an updateHer patient was completed and mailed back to her on 6/29/and a tracking number provided to herAs of this date she received her patient back on 7/6/and it was delivered by UPS tracking number 1Z9EXXXXXXXXXXXXXX

[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 DrHanna followed up and completed the work on my bear, and he arrived safely home last eveningI am grateful for his return and regret that I felt it necessary to contact the Revdex.comI am also grateful that the contact resulted in better communication between DrHanna and me and that she completed the repair work, and I am satisfied with it and the final outcome Regards, [redacted]

The client informed me this evening that she will be contacting you to resolve and cancel this complaint I am waiting to hear back from the client about the facial reconstruction repairs Her bear is due to be shipped out on Saturday pending her email back to me with the information I
requested

Initial Business Response /* (1000, 6, 2015/06/26) */
I received the complaint today 6/25/regarding my clientThe client initially contacted me on 3/23/where he submitted an admitting form, photos, and a non-refundable estimate fee payment of $Policies (which state the $is
non-refundable) were emailed to him along with an estimate on 3/25/explaining also that I was booking clients for the Fall/Winter of He wanted to have his patient returned for a birthday on 4/25/I stated to him on 3/26/email that I would "try" to get his patient back to him before the birthday, but I would mail out a "birthday certificate" to him for him to give to his family member letting them know the patient was here for renovationI typically bill a client a RUSH fee of $if they want a patient done before my regularly scheduled clients in the Fall of The client did not get billed for thisI emailed him on 4/7/requesting a "before" photo of what his patient looked like and he could not supply thisOn 4/9/I emailed him explaining to him that his patient has blue corduroy pants and a hat and not denim as told to me and invoiced to him and asked if he wanted corduroy and I prepped his patient for surgery (unstuffed and cleaned him)On 4/9/he responded to my email stating he wanted blue corduroy and I emailed back stating I would look to see if I had this in stockIf not I would have to find it locally or order from my supplierI then spent the next 7-days checking local suppliers and my internet suppliers for fabric that matched the original for the patientOn 4/20/the client requested the birthday certificate to be mailedMy fiancé went into the hospital for a life threatening serious medical emergency which I informed him on a 4/20/emailHe requested the certificate, and I overnighted via UPS a birthday certificate at my cost of $to him on 4/23/and did not bill him for this feeOn 5/1/the client stated he was happy with the certificate that was mailed via an email to meOn 5/12/I informed my client via email that my fiancé was back in the hospital for a serious medical issue and also informed him that my brother passed away as well and there would be a delay in getting his patient home to him due to thisOn 5/20/the client responded to my previous email on 5/12/and stated he wanted his patient backOn 5/26/I explained again that I just got the fabric in for the patient, the patient was 50% completed, and there was a delay due to attending my brother's funeral and my fiance's illnessOn 6/9/the client emailed me for an updateOn 6/25/My fiancé emailed the client to explain to him that I was in the hospital for a life threatening cardiac matter and that I was out of the office for the past weeks but I was back in as of 6/23/and was working on his patientOn 6/25/my client requested a "proof of life photo" of his client from my fiancéMy fiancé emailed him a photo of himself holding my clients patient and the fabric that was orderedThere were emails sent to my client and responses from me in total since 3/23/My client was not charged the following: $Rush Fee, $Overnight FeeHe indeed has paid $$for a deposit for the repairs and $which is non-refundable estimate fee per my policies emailed to him on 3/25/The balance owing is $which he has yet to pay and is due during the week of surgery and prior to discharge from the hospital per my policies emailed to him on 3/25/At this time my total loss on this project including time spent on correspondence with the client, and fees, far exceed the amount billed to my clientAt this time I will not require the balance due to me of $96.25, and I will not deduct any more from this project for reimbursement to this clientThis means that the client has received $total in fees not billed to him or written off and only paid $for this reconstruction projectHe has been informed via email on 6/25/at 5:23pm Pacific Standard Time that his patient will be completed this weekend and shipped out on Monday June 29, and a tracking number will be emailed to him when the label is printed

To whom it may concern:
I have refunded the client the $61.44 deposit that she paid on 3/10/14.  The $30 estimate fee is non-refundable as that work has been done and is stated in my policies and procedures attached which the client received with her initial...

estimate.
Her Cat has been shipped via [redacted] with $500 insurance.

Initial Business Response /* (1000, 8, 2015/07/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hannabrucebears.com
I did not receive this Revdex.com complaint information until today's date of 7/22/15. I had been in contact with [redacted] on...

numerous occasions and advised her of the reason for the delay. She was informed on 8/27/14 that her patient was scheduled for 2/13/15 surgery date. I am booked out 6 months in advance on all my patients for the past 18 years. All my clients were notified of the relocation of the business to California and offered at that time to have their patient returned to them or to have them stay until the procedure was complete. The balance owed on her account was paid to my company on 6/9/15 after my emails sent to her requesting final payment. On 6/10/15 I was in the hospital with a cardiac issue. I did not come back in the office for over a week and at that time prepared her patient for shipping and emailed her an update. Her patient was completed and mailed back to her on 6/29/15 and a tracking number provided to her. As of this date she received her patient back on 7/6/15 and it was delivered by UPS tracking number 1Z9EXXXXXXXXXXXXXX.

[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.  
Dr. Hanna followed up and completed the work on my bear, and he arrived safely home last evening. I am grateful for his return and regret that I felt it necessary to contact the Revdex.com. I am also grateful that the contact resulted in better communication between Dr. Hanna and me and that she completed the repair work, and I am satisfied with it and the final outcome. 
Regards,
[redacted]