John Kwan DDS

Dear [redacted] , Thank you for the opportunity to respond You are obviously putting things on record here You and I had a very congenial conversation on Friday SeptI told you I was heading out of town on personal family business, and I could not meet you that same day for you to pick up your instrumentI told you that I would phone as soon as I returned and make an appointment for you to do so You phoned at 12:PM on SatIn your pleasant message, you acknowledged I was in transit I was not able to pick up your call because I was driving, though I usually do pick up the phone when I’m able to even on my day off I texted you in answer to your message at 1:that day, and on Sunday at 4:to the phone number you gave me when you dropped off your flute ###-###-#### Because you apparently doubt the veracity of what I am telling you, I’m including a scan of my cell screen attached above, and the text here: To: [redacted] Hi [redacted] ! I just rec’d your messageAbsolutely you need to play for her wedding! I’ll make room and we’ll get it fixed up! Pat 9/1:p Did you receive my message from Saturday? Sun4:Since I didn’t hear back from you, I searched my phone and realized I had another number for you ###-###-####, and sent another text, a copy of the first, on Sunday at 9:45pI assumed you received at least one of themI’m also including a scan of this, with the text followingTo: [redacted] Hi [redacted] ! I’ve sent texts to your other phone & realized I have a second number: “Hi [redacted] ! I just rec’d your messageAbsolutely you need to play for her wedding! I’ll make room & we’ll get it fixed up! “ Let me know you’ve rec’d thisSun9:45p Continuing for the record: You mentioned in your letter here, that “the work should only take a couple hours” As for the work, I quoted you replacing the headjoint cork and light polishing at a cost of $ Originally, you wanted me to sell your instrument You then changed your plan and wanted just the work doneBecause of the fact this is not your playing instrument, the job was put behind others needing their instruments as their performing instrumentsYou were patient, but by chance when you called wanting to pick up your instrument I was in the hospitalYou have called to pick it up without an appointmentAt this time, we have just gotten through out back to school rush I do require appointments and as I stated, I will phone as soon as I return to set up an appointment to have you pick it upAs a courtesy to you, knowing that you’d be putting your instrument in storage, I prepped the instrument so it would survive well, much beyond the work I am charging you forI polished the instrument using the procedures I do overhauling a fluteThis is much more thorough, but takes much more timeI applied tarnish preventative to the silver, and silicone to the pad skins which would lengthen their lifeI pulled the mechanism and thoroughly greased and oiled itI would have shown you all of this when you came, but it is pertinent now I also moved other clients so that I could accommodate working on your [redacted] at such short noticeAs you can see, I have spent an exceeding amount of time trying to reach you, rearranging my schedule to accommodate your [redacted] , and doing complementary work on your instrumentYou wrote the Revdex.com after you didn’t hear from me for day on a weekend? You can imagine how surprised I was to see these comments hereFurther, for the record, unfortunately after an illness I was not able to work much during the time of the comments you site I assure you, everyone received their repaired instruments in good time and they are satisfiedWhen that took place, it wasn’t possible to respond to a person’s commentsThis letter of explanation reads much like “who is on first”I realize a good deal of your concern is because of miscommunication However, it is without purpose to further this, unless you have another motiveThere is so much tragedy in the world right now, let’s not make more adversity hereI try to help people in my profession as you do in yoursYou can have your instrument I’ll phone when I returnIf you want your [redacted] worked on, that’s fineIf not, I’ll move the schedule againIf you have a question or concern, phone me Sincerely, Pat North

I did pick up the flute and you may close my complaint at this time.(Per phone call) 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 Regards, [redacted]

Thank you for letting me respond to Ms [redacted] 's complaint.I spoke with [redacted] on 8/19/and once since then According to her consignment contract, we do market and advertise consignment instruments which includes having potential buyers try the instrument here and out of town As I explained, we require a full deposit in the form of a credit card (we reserve the funds) before we send any instrument on approvalOnly marketing locally would drastically narrow the field of interested parties and lengthen the time it would take to sell an instrumentAt no time did she request to only have it marketed locally I have always responded quickly to ***'s inquiries about the status of the sale of the flute We had three other interested parties that ultimately did not purchase the instrument, and I informed her of each The most recent inquiry and "test drive" of the flute did, however It is our policy not to give the buyer's private information (or tracking information of the shipment), but when we send payment, we include a redacted copy of the bill of saleThe contract also states we are happy to return an instrument to the owner at their request , unless we are in the middle of the sale transaction, which we were when [redacted] asked for its returnWe are presently in the final stage of the contract, which includes sending payment to [redacted] mid OctoberUnfortunately, there is no way of forecasting how long the sale of a used instrument will take***'s instrument had quite a bit of interest for an older flute, but still took some time Since we communicated frequently, it seems that this may be the reason of the complaint, not thinking a phone call won't be returned We have a great deal of time and funds invested in the upkeep, insurance, marketing, and time working with potential buyers with any instrument It is in our best interest to sell the instrument as quickly as possible, but we couldn't force anyone to purchase it As with any client, our lines of communication are open and I will always be happy to answer any of her questions Sincerely, [redacted] ***Cincinnati Fluteworks, Inc [redacted] *** [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.MsNorth needs to call me at ###-###-#### to make an appointment so that I can pick up my flute as soon as possible to resolve this situation She has had my [redacted] for nearly months which is plenty of time to complete polishing and head cork replacement I did not authorize her to sell it or perform any other work on it Regards, [redacted]

On Friday, April 14, I was able to retrieve my flute and the repair work is satisfactory.I tried to add this response to the website, but I did not see a way to send another messagePlease indicate on my complaint that I was eventually satisfied, and let me know if you need additional information.Thank you[redacted] 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 Regards, [redacted]

Please see proof of delivery attachedWritten response will follow on weekend

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***Revdex.com spoke with consumer over the phone and she indicated that she did get the instrument back and the complaint has been resolved

Thank you for the chance to respond*** ***'s instruments were already in transit to her when this complaint was postedI apologize for not responding here to it, but assumed that she would cancel or close it. We later found that she also initiated a charge back for her payment of the
full amount of the extensive repairsI phoned her and we agreed to give an additional discount as a Thank youWe sent the revised invoice and began receiving payments toward the balance. When we spoke on the phone, she was satisfied with the work, however, to date, there is still several hundred dollars outstanding on her bill. Pat Pat N***, Dir Cincinnati Fluteworks Clemmer AveSuite #9 Cincinnati, Ohio 45219 513-579-8294www.cincinnatifluteworks.com

Initial Business Response /* (1000, 5, 2015/07/23) */
The complaint made is unfoundedHis complaint was registered months after the appointmentHis perception of having been seen for only minutes is inaccurateOur periodic periodontal examinations include a soft tissue examination
followed by VELscope evaluationIn this case extra time was spent explaining his reaction to the steroid inhalerThen there is a full mouth periodontal charting which includes point probings around each tooth, registration of any bleeding on probing, evaluation of recession, and mobilitiesThis was then followed by a full mouth micro ultrasonic cleaning during which we pay particular attention to subgingival debridementIn this particular case povidone iodine irrigation was performed in pocketing greater than 4mm and finished with a topical fluoride treatmentAfter which there was no complaint and followed by a visit in May for supportive periodontal treatmentHaving received an unreasonable written complaint in arrears the patient was dismissed from our practice
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I waited forty minutes that day to see Dr ***I was only in the chair fifteen minutesIt was impossible that all these procedures could be performedI had my eye on the clock because I was concerned about my 12:appointment for ultrasoundI didn't enter the chair until 11:and was out of the office by 11:I made several attempts to complain immediately afterI was told by the receptionist that the office manager was too busy to call meI told this to Dr ***, that his staff was unreachable, and he apologized to me in writing, which is proof of my timely complaintThen the office manager forgot to call me; when she called me she was upset, so I thought it unwise to ask her thenHowever, I did ask *** *** who did my next cleaning about the price increaseShe told me I had to ask Dr ***Essentially a regular fifty-minute visit with him was $My visit was fifteen minutesI am rather sure I did not receive a full-mouth micro ultrasonic treatment, nor fluoride or iodineThere would not have been time for thisThe pockets were marked down by an assistant as Dr *** called them out and the tongue examined with respect to a possible yeast infectionThere simply was not time for moreMy attempts at immediate complain fell upon deaf earsI finally decided that this was too outrageous to let passPaying $for fifteen minutes is the equivalent of $an hour; I had never agreed to this
Final Business Response /* (4000, 9, 2015/07/29) */
We have provided a response and have no further comment
Final Consumer Response /* (4200, 12, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because that day I was getting a test to see if some nodules on my thyroid were cancerous I was acutely aware of the timeMr appointment with Dr *** was for 10:30; for ultrasound at 12:As I waited the forty minutes to see Dr *** I had one thought: if he takes his usual hour with me I will be late for my next appointmentI told Dr *** of my next appointment when I saw him at 11:10, and obviously he was late too and needed to makeup time; he hurried through my exam and was done by 11:30, including payment and my visit to the restroomI had minutes of his service and paid the full-hour price for thoseTimewise this is a very tight schedule with no room for fudgingDr *** never checked his records when I complainedhe didn't need to because what he did was to cut off all communicationWhen questioned about it Dr *** reiterated what usually happens in an appointment, not what he did that dayIf he cleaned my teeth it was in fifteen minutes, whereas every other time it has taken more like fifty minutesI received a lesser serviceDr *** lied about this and should have paid a lesser priceDr ***'s focus should be on the health and happiness of his clients, not upon his own purse and ego

I spoke to *** on Friday (and texted on Saturday) and we arraigned for her to pick up her finished *** as soon as I returnShe also made arrangements for me to work on her *** with a quick turnaround. I'm not sure why I"m seeing this here, since I just spoke with her

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

Dear ***, Thank you for the opportunity to respond. You are obviously putting things on record here. You and I had a very congenial conversation on Friday SeptI told you I was heading out of town on personal family business, and I could not meet you that same day for you to pick up your instrumentI told you that I would phone as soon as I returned and make an appointment for you to do so. You phoned at 12:PM on SatIn your pleasant message, you acknowledged I was in transit. I was not able to pick up your call because I was driving, though I usually do pick up the phone when I’m able to even on my day off. I texted you in answer to your message at 1:that day, and on Sunday at 4:to the phone number you gave me when you dropped off your flute ###-###-####. Because you apparently doubt the veracity of what I am telling you, I’m including a scan of my cell screen attached above, and the text here: To: *** ** *** *** *** Hi ***! I just rec’d your messageAbsolutely you need to play for her wedding! I’ll make room and we’ll get it fixed up! Pat 9/1:p Did you receive my message from Saturday? Sun4:Since I didn’t hear back from you, I searched my phone and realized I had another number for you ###-###-####, and sent another text, a copy of the first, on Sunday at 9:45pI assumed you received at least one of themI’m also including a scan of this, with the text followingTo: *** *** *** Hi ***! I’ve sent texts to your other phone & realized I have a second number: “Hi ***! I just rec’d your messageAbsolutely you need to play for her wedding! I’ll make room & we’ll get it fixed up! “ Let me know you’ve rec’d thisSun9:45p Continuing for the record: You mentioned in your letter here, that “the work should only take a couple hours”. As for the work, I quoted you replacing the headjoint cork and light polishing at a cost of $42. Originally, you wanted me to sell your instrument. You then changed your plan and wanted just the work doneBecause of the fact this is not your playing instrument, the job was put behind others needing their instruments as their performing instrumentsYou were patient, but by chance when you called wanting to pick up your instrument I was in the hospitalYou have called to pick it up without an appointmentAt this time, we have just gotten through out back to school rush. I do require appointments and as I stated, I will phone as soon as I return to set up an appointment to have you pick it upAs a courtesy to you, knowing that you’d be putting your instrument in storage, I prepped the instrument so it would survive well, much beyond the work I am charging you forI polished the instrument using the procedures I do overhauling a fluteThis is much more thorough, but takes much more timeI applied tarnish preventative to the silver, and silicone to the pad skins which would lengthen their lifeI pulled the mechanism and thoroughly greased and oiled itI would have shown you all of this when you came, but it is pertinent now. I also moved other clients so that I could accommodate working on your *** at such short noticeAs you can see, I have spent an exceeding amount of time trying to reach you, rearranging my schedule to accommodate your ***, and doing complementary work on your instrumentYou wrote the Revdex.com after you didn’t hear from me for day on a weekend? You can imagine how surprised I was to see these comments hereFurther, for the record, unfortunately after an illness I was not able to work much during the time of the comments you site. I assure you, everyone received their repaired instruments in good time and they are satisfiedWhen that took place, it wasn’t possible to respond to a person’s commentsThis letter of explanation reads much like “who is on first”I realize a good deal of your concern is because of miscommunication. However, it is without purpose to further this, unless you have another motiveThere is so much tragedy in the world right now, let’s not make more adversity hereI try to help people in my profession as you do in yoursYou can have your instrument. I’ll phone when I returnIf you want your *** worked on, that’s fineIf not, I’ll move the schedule againIf you have a question or concern, phone me. Sincerely, Pat North

I did pick up the flute and you may close my complaint at this time.(Per phone call)
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. 
Regards,
[redacted]

To: [redacted]
Re: Response to
[redacted]
Date: April 18,
Please see the following attachments: UPS Proof of Delivery; UPS Delivery Detail
Dear Ms[redacted],
Thank you for the opportunity to respond to Ms[redacted]'s
complaint. We certainly want to do
everything possible to make our customers happy and satisfied with our service
and our work. If there is something we
can improve upon, a complaint makes it possible for us to correct and improve
on what we are doing. Unfortunately, this has been an unusual circumstanceSince
DecI've had many complications from pneumonia: serious bronchitis and severe
asthmaBecause of this, my hours working on repairs were very much shortened,
though I was working as much as it was possibleDuring this time if I was
not at the shop (I'm the person who works on Professional instruments and
answers questions) phone calls are forwarded to my cell phone. We hate to miss anyone.
I understand that if someone hasn't experienced breathing
difficulties, they have no reference to how debilitating it isIt is not an
allergy problem that popping a pill with resolve or a kind of thing the usual
puff from an inhaler will resolve. The chemicals I use and am around during the
repair process exacerbate not being able to breatheFortunately, finally we
have now found a treatment plan that is helping immenselyThere was certainly no misrepresentation of what we told Ms
[redacted] about the work or the delay, and we communicated with her. Communication did drop when she accused us of
misrepresenting this. There are only so
many ways you can say you are ill
The work on Ms[redacted]'s instrument turned out
beautifully. It was shipped on or before
she filed the complaint and received in her hands on March 24.
Thank you again. If
there is anything else that we can do to help Ms[redacted], we are happy to. Sincerely,
Patricia N[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have reviewed Ms. North’s response and have rejected it because part of it is not true.  We did speak on Friday 9/15/17 via phone (call initiated by me) to schedule a pickup date for my [redacted] flute. However, I did not receive any text or voice messages on my personal cell ###-###-#### or work cell ###-###-#### from Ms. North on Saturday 9/16/17.  I called Cincinnati Fluteworks landline ###-###-#### Saturday 9/16/17 with no answer. I left a message regarding my professional [redacted] flute stating that I was recently asked to play in a wedding coming up in three months, and would like to discuss repair options upon her return. In her Revdex.com response, she mentioned that “we” made arrangements for her to work on my [redacted] and we hadn’t even spoken about it.  Sunday 9/17/17 at 9:45pm I received text messages from ###-###-#### stating that she received my message about my [redacted] and would like to fix it for me. Ms. North stated that she had another number for me which must have been a wrong number. There was no mention of making an appointment to pick up my other flute.  I did not respond to the text message. The reason I contacted the Revdex.com is because after leaving the message about my [redacted], I began to worry about the nearly 6 months that has gone by without return of my [redacted] flute.  I did research online and started to find many complaints against Ms. North/Cincinnati Fluteworks regarding problems such as mine.  I have also reviewed the [redacted] Clerk of Courts, and saw cases filed against her in the past by individuals who were trying to get their instruments back, or for money owed to them. I became afraid that I would not get my instrument back and fearful to leave my professional model with her. To resolve this,  I would like for Ms. North to call me at ###-###-#### and schedule a definitive date and time for pick up of my [redacted] flute. I would like this case to remain open until I receive my instrument.  I am available this week 9/18-9/23/17 after 12noon.
Regards,
[redacted]

To whom it concerns:We found [redacted]s note the following day after she left it, and responded immediately.  I have been ill and not at the shop and unable to respond.  I'm busy catching up now and will have her instrument finished in a day. She is picking it up on Friday. We've been in close...

contact since her note. I'm sorry to have worried her!   Many thanks for helping resolve this!SincerelyPat N[redacted], DirCincinnati Fluteworks621 Clemmer Ave. Ste. 9Cincinnati, Ohio 45219Ph. ###-###-####

On Friday, April 14, I was able to retrieve my flute and the repair work is satisfactory.I tried to add this response to the website, but I did not see a way to send another message. Please indicate on my complaint that I was eventually satisfied, and let me know if you need additional information.Thank you.[redacted]
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. 
Regards,
[redacted]

Thank you for letting me respond to Ms. [redacted]'s complaint.I spoke with [redacted] on 8/19/2015 and once since then.  According to her consignment contract, we do market and advertise consignment instruments which includes having potential buyers try the instrument here and out of town.  As I...

explained, we require a full deposit in the form of a credit card (we reserve the funds) before we send any instrument on approval. Only marketing locally would drastically narrow the field of interested parties and lengthen the time it would take to sell an instrument. At no time did she request to only have it marketed locally.  I have always responded quickly to [redacted]'s inquiries about the status of the sale of the flute.  We had three other interested parties that ultimately did not purchase the instrument, and I informed her of each.  The most recent inquiry and "test drive" of the flute did, however.  It is our policy not to give the buyer's private information (or tracking information of the shipment), but when we send payment, we include a redacted copy of the bill of sale. The contract also states we are happy to return an instrument to the owner at their request , unless we are in the middle of the sale transaction, which we were when [redacted] asked for its return. We are presently in the final stage of the contract, which includes sending payment to [redacted] mid October. Unfortunately, there is no way of forecasting how long the sale of a used instrument will take. [redacted]'s instrument had quite a bit of interest for an older flute, but still took some time.  Since we communicated frequently, it seems that this may be the reason of the complaint, not thinking a phone call won't be returned.  We have a great deal of time and funds invested in the upkeep, insurance, marketing, and time working with potential buyers with any instrument.  It is in our best interest to sell the instrument as quickly as possible, but we couldn't  force anyone to purchase it.   As with any client, our lines of communication are open and I will always be happy to answer any of her questions.  Sincerely,[redacted]
[redacted]Cincinnati Fluteworks, Inc[redacted]
[redacted]  [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Ms. North needs to call me at ###-###-#### to make an appointment so that I can pick up my flute as soon as possible to resolve this situation.  She has had my [redacted] for nearly 6 months which is plenty of time to complete polishing and head cork replacement.  I did not authorize her to sell it or perform any other work on it. 
Regards,
[redacted]