Hawaii Family Dental

I have reviewed the response made by the business in reference to complaint ID [redacted] , and consider this complaint resolved Regards, [redacted]

[redacted] Aloha ***, Thank you for understanding Upon receiving the formal complaint, I contacted Ms [redacted] on 5/11/and informed her that I would look into what occurredUpon my review with our staff, it was determined that the proper information was not communicated to Ms [redacted] in a timely manner and this caused the concern that was addressed in the Revdex.com complaintSince my discussion, we have taken measures to re-train on properly communicating patient and to assure we can avoid any further incidents like thisI have also offered Ms [redacted] my contact information if I can help to support her further in any way We sincerely apologize for the inconvenience and disappointment that we have causedOur intent is to provide quality care to our patients and we look forward to continuous improvement With best regards, Milton L [redacted] Regional Operations Manager

[redacted] [redacted] Aloha Kaina,Thank you for allowing us to re-submit our response to complaint ID [redacted] The following is what was submitted:==========In response to patient complaint ID [redacted] - ***, we understand that there [redacted] have been a misunderstanding on what is considered a Broken AppointmentIn the case of the patient’s appointment on [redacted] 16, 2016, the patient was assessed a fee due to not doing treatment on a day that an appointment was scheduledPer our company policy, this is defined as a broken appointment.To resolve the patient’s concern and to dismiss the formal complaint, we will be reversing the broken appointment fee of $for the patient immediately.We appreciate the opportunity to satisfy the patient’s concernFor any further questions, please contact me at [redacted] .=======I’ve also attached the above to a company letterhead to make it official and have added the original submitted date.Mahalo for your assistance and for allowing us to continue to work with the patientPlease let me know if I can assist further.MiltonMilton L [redacted]

Good evening, Per Ms***'s updated response and per an email received on June 14th, she did not receive our response sent via email to MsKelley on May 17, The following is what was submitted: Upon receiving the formal complaint, I contacted Ms*** on 5/11/and informed her that I would look into what occurredUpon my review with our staff, it was determined that the proper information was not communicated to Ms*** in a timely manner and this caused the concern that was addressed in the Revdex.com complaintSince my discussion, we have taken measures to re-train on properly communicating patient and to assure we can avoid any further incidents like thisI have also offered Ms*** my contact information if I can help to support her further in any way.We sincerely apologize for the inconvenience and disappointment that we have causedOur intent is to provide quality care to our patients and we look forward to continuous improvement. Please confirm that this message was received and shared with Ms***. Sincerely, Milton L***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and consider this complaint resolved.
Regards,
[redacted]

Business stated they called pest control company to perform inspection.  They stated no bedbug activity found - report attached.

Complaint: [redacted]
I am rejecting this response because: I don't believe my original complaint was answered properly. So much time has passed from this incident, and because there was a couple more unsatisfactory customer service incidents after the original, we have changed service providers.
Sincerely,
[redacted]

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[redacted]   Aloha [redacted],   Thank you for understanding.   Upon receiving the formal complaint, I contacted Ms. [redacted] on...

5/11/17 and informed her that I would look into what occurred. Upon my review with our  staff, it was determined that the proper information was not communicated to Ms. [redacted] in a timely manner and this caused the concern that was addressed in the Revdex.com complaint. Since my discussion, we have taken measures to re-train on properly communicating patient and to assure we can avoid any further incidents like this. I have also offered Ms. [redacted] my contact information if I can help to support her further in any way.   We sincerely apologize for the inconvenience and disappointment that we have caused. Our intent is to provide quality care to our patients and we look forward to continuous improvement.   With best regards,   Milton L[redacted] Regional Operations Manager

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Aloha Kaina,Thank you for allowing us to re-submit our response to complaint ID [redacted]. The following is...

what was submitted:==========In response to patient complaint ID [redacted] - [redacted], we understand that there [redacted] have been a misunderstanding on what is considered a Broken Appointment. In the case of the patient’s appointment on [redacted] 16, 2016, the patient was assessed a fee due to not doing treatment on a day that an appointment was scheduled. Per our company policy, this is defined as a broken appointment.To resolve the patient’s concern and to dismiss the formal complaint, we will be reversing the broken appointment fee of $104.71 for the patient immediately.We appreciate the opportunity to satisfy the patient’s concern. For any further questions, please contact me at [redacted].=======I’ve also attached the above to a company letterhead to make it official and have added the original submitted date.Mahalo for your assistance and for allowing us to continue to work with the patient. Please let me know if I can assist further.MiltonMilton L[redacted]
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[redacted]They have only reached out to me with the same message, that they are working on it and will get back to me by 5/12/17, which didn't happen.[redacted]Sent from my [redacted]