Island Dentistry

Good morning [redacted],
 
0px; font-size: 12.8000001907349px; font-family: arial, sans-serif;">Thank you for your time and as requested I am emailing you that we have addressed this matter directly with the consumer. Consumer ID # [redacted].  We respect this patient  and are very apologetic for his experience related to a patient refund. I kept in constant communication with the patient as I care and certainly did not expect for his refund to take so long. The Dr. had a brain aneurysm and so we were not able to address this matter in an immediate way. Again we are sorry for the frustration that this has called for the consumer.
 
Please call me if you need any further information at [redacted]
 
Sincerely,
 
[redacted] V. (Office Manager)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you for looking into my refund from Island Dentistry.   When I contacted you I was still owed $2,062.  To dateI have received $500 but not the remaining $1,562.   Island Dentistry has told me several times that they have put through the remaining $1,562 refund through my credit card (MasterCard).  Nothing has shown up in the month since they have first said they did this.   I have an online account and check this everyday.  I does no good to contact the credit card company.  Each time I do this I am told that they simply cannot check on a possible refund.   They have told me on multiple occasions that if the refund doesn't appear in my account then it simply hasn't been processed.  This leaves me in an untenable situation.  If I contact Island Dentistry they will say they have put the refund through.  If I contact the credit card company they will tell me there is nothing I can do if the refund doesn't show up.     At this point I think there is only one fair option: have Island Dentistry send me a check for $1,562 and if the credit every appears then I will send Island Dentistry a check for $1,562.    I have now waited almost 10 months for a refund.  I always paid them promptly when I was a customer.  In fact, the only reason there will be a refund is that I paid in advance for treatments.   Given this I don't think it's too much to ask them to simply pay me by check.  I think I've shown I'm more than trustworthy and would gladly refund any "overpayment" that might occur if the credit company every processes the $1,562 refund.  Thanks again for inquiring and I hope you'll recommend this option to Island Dentistry. [redacted]
Regards,
[redacted]

Review: Dear Revdex.com of San Diego, Orange and Imperial Counties, From April 2013 through May 2014 I spent $14,410 out-of-pocket (i.e., in addition to what my insurance paid) for dental treatments by Dr. [redacted] of Island Dentistry, 610 North Pacific Coast Hwy. #110, Laguna Beach [phone: [redacted]] . I always paid either the day the treatment occurred, or in advance, for a series of treatments. I always paid with a credit card. In mid-July 2014 I cancelled a series of treatments that would have cost $4,062. I asked for a refund. As you will see from the attached emails, Island Dentistry has never disputed the amount of the refund they owe me. In the email of August 12, 2014 (see enclosed attachment) I was told that the refund would be handled at the end of the month (i.e., August, 2014). On November 21, 2014, after waiting over 4 months, I finally received the first refund of $2,000. Notice that in the email of November 19th (announcing the $2,000 refund – see enclosed attachment) I was told that the remaining $2,062 would be refunded to me on December 1, 2014. Since that time I have received numerous emails, and have been told many times over the phone, that I would shortly receive the remaining $2,062 I am owed. Finally, notice in the email of February 18, 2015 (see enclosed attachment) that I was told that I received a refund of $500 and that the remaining $1,562 would be refunded the following week. As of today, March 3, 2015, my account with the credit company has no record of the $500 refund supposedly put through on February 18th . It is important to mention that the refund is owed to me, not the credit card company. Therefore, saying that a refund has been put through is of no value unless it actually appears in my account. This is why I have consistently mentioned to Island Dentistry that it might be a good idea to mail me a check rather than go through the credit card company. Even assuming that this $500 deposit were eventually credited to my account, that would still leave an unpaid balance of $1,562. Thus, it took over 4 months to receive any refund and even if all the remaining $2,062 were paid in full today it would have ta[redacted] over 7 months to receive the full refund. To date I have probably made in excess of 50 phone calls (typically two calls per week) and have received 38 emails from [redacted], the office manager of Island Dentistry. To make a patient wait over 7 months for a refund is simply terrible treatment of a customer. Dr. [redacted] is a local dentist, not a multi-national corporation with layers of bureaucracy. [redacted]Email: [redacted]Phone: [redacted]Desired Settlement: To make a patient wait over 7 months for a refund is simply terrible treatment of a customer. Dr. [redacted] is a local dentist, not a multi-national corporation with layers of bureaucracy.

Business

Response:

Good morning [redacted], Thank you for your time and as requested I am emailing you that we have addressed this matter directly with the consumer. Consumer ID # [redacted]. We respect this patient and are very apologetic for his experience related to a patient refund. I kept in constant communication with the patient as I care and certainly did not expect for his refund to take so long. The Dr. had a brain aneurysm and so we were not able to address this matter in an immediate way. Again we are sorry for the frustration that this has called for the consumer. Please call me if you need any further information at [redacted] Sincerely, [redacted] V. (Office Manager)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for looking into my refund from Island Dentistry. When I contacted you I was still owed $2,062. To dateI have received $500 but not the remaining $1,562. Island Dentistry has told me several times that they have put through the remaining $1,562 refund through my credit card (MasterCard). Nothing has shown up in the month since they have first said they did this. I have an online account and check this everyday. I does no good to contact the credit card company. Each time I do this I am told that they simply cannot check on a possible refund. They have told me on multiple occasions that if the refund doesn't appear in my account then it simply hasn't been processed. This leaves me in an untenable situation. If I contact Island Dentistry they will say they have put the refund through. If I contact the credit card company they will tell me there is nothing I can do if the refund doesn't show up. At this point I think there is only one fair option: have Island Dentistry send me a check for $1,562 and if the credit every appears then I will send Island Dentistry a check for $1,562. I have now waited almost 10 months for a refund. I always paid them promptly when I was a customer. In fact, the only reason there will be a refund is that I paid in advance for treatments. Given this I don't think it's too much to ask them to simply pay me by check. I think I've shown I'm more than trustworthy and would gladly refund any "overpayment" that might occur if the credit company every processes the $1,562 refund. Thanks again for inquiring and I hope you'll recommend this option to Island Dentistry. [redacted]

Regards,