Highlands Dental

Initial Business Response / [redacted] (1000, 6, 2015/06/24) */ The patient was charged $as per our office policyHe called to reschedule less than two hours before his scheduled appointment and gave no reason for the cancelationWhile the patient may not have been reminded of the cancelation fee when he called to reschedule, he had clearly read and signed the office policy stating there would be a chargeWe have the cancelation fee in place not to be punitive, but because we set aside time for scheduled patients and are unable to fill those slots when patients cancel at the last minute Please find attached a copy of the office policy the patient signed Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the charge was to account for not filling that appointment after it was freed up, the business needs to prove that the slot was not filled and the person did no work during the minutes of that appointment The business only responded to point of my complaintI did not share the reason for rescheduling because I was led to believe on the phone it was not significant to reschedule my appointmentThe way this appointment rescheduling was conducted is the equivalent to entrapment If knowing the reason is going to make a difference I am a disabled veteran suffering from severe depression and I suffer from episodes where I'm unable to get out of my house Final Business Response / [redacted] (4000, 19, 2015/09/15) */ The $balance for a failed appointment fee written off on 08/14/was the date the account was turned over to the collection agencyAfter speaking with our patient regarding forgiving the fee on 08/27/I spoke with the collection agency and had the collection process stoppedAttached is the request faxed to the agency on 08/27/per their request to stop the process Final Consumer Response / [redacted] (2000, 21, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/06/24) */
The patient was charged $112.00 as per our office policy. He called to reschedule less than two hours before his scheduled appointment and gave no reason for the cancelation. While the patient may not have been reminded of the cancelation fee...

when he called to reschedule, he had clearly read and signed the office policy stating there would be a charge. We have the cancelation fee in place not to be punitive, but because we set aside time for scheduled patients and are unable to fill those slots when patients cancel at the last minute.
Please find attached a copy of the office policy the patient signed.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the charge was to account for not filling that appointment after it was freed up, the business needs to prove that the slot was not filled and the person did no work during the 90 minutes of that appointment.
The business only responded to point 2 of my complaint. I did not share the reason for rescheduling because I was led to believe on the phone it was not significant to reschedule my appointment. The way this appointment rescheduling was conducted is the equivalent to entrapment.
If knowing the reason is going to make a difference I am a disabled veteran suffering from severe depression and I suffer from episodes where I'm unable to get out of my house.
Final Business Response /* (4000, 19, 2015/09/15) */
The $112.00 balance for a failed appointment fee written off on 08/14/2015 was the date the account was turned over to the collection agency. After speaking with our patient regarding forgiving the fee on 08/27/2015 I spoke with the collection agency and had the collection process stopped. Attached is the request faxed to the agency on 08/27/2015 per their request to stop the process.
Final Consumer Response /* (2000, 21, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)