K W North America, LLC dba K W I

Although we do sympathize with the personal challenges and responsibilities of our patient's parents in being able to keep a scheduled appointment, we have many other patients that are able to keep their scheduled appointments or they contact us to reschedule or cancelIn this case, it appears nothing will resolve the frustration of our patient's parent other than waiving the broken appointment feeThus, in an effort to not stretch this matter any further, we will not pursue collections of the broken appointment fee any furtherThe broken appointment fee will only be collected if patient's parent voluntarily elects to schedule an appointment with our offices in the future.In addition, we have mailed patient's parent the final statement and refunded any credits remaining in the account with our offices.We hope this satisfies and ultimately provides closure to this matter with patient's parent

We received your letter dated September 20, 2016.We feel that keeping a scheduled appointment is a joint responsibility of the patient/parents and our officesIn this matter, we tried to help our patient keep her scheduled appointment by providing her parent a courtesy reminder voicemailmessage left at the telephone number her parent provided on her registration formUnfortunately, she still missed her appointment without contacting us to either cancel or reschedule her appointment, which we would have gladly accommodated.We notify all of our patients of the possibility of a broken appointment fee both at the time of scheduling an appointment and when we call the patient one week prior to their scheduled appointment with a courtesy reminder callWe currently provide our patients with a courtesy reminder call one week prior to their scheduled appointmentItis our experience that one week prior to an appointment provides a parent with enough advanced notice to either rearrange their schedules to make sure they can keep their appointment or to notify us of their need to rescheduleWe allow changes to be made to a scheduled appointment as late as hours prior to the appointmentOnly changes made with less than hours notice may be assessed a broken appointment feeWe would much rather have our patients be able to make their scheduled visit rather than having to assess a broken appointment fee tocover our administrative and business costs that we incur when an appointment is broken.Regarding the complaint filed, our records confirm that seven (7) days prior to the scheduled appointment, we left a voicemail message on the telephone number provided by our patienfs parents, which is the same phone number she eventually responded to after our offices notified her of the broken appointment and the related broken appointmentfeeAlthough it is unfortunate that the patient missed the appointment despite an attempt on our part to provide ample time for changes or cancellation to be made, our broken appointment fee policy is applied equally and if her parent wishes to reschedule an appointment with our offices she will be responsible for the applicable broken appointment fee

Complaint: [redacted] I am rejecting this response because:I will look into taking this business to small claims court I'm currently going thru treatments at a cancer center and should have researched a dentistry with great customer service which also came highly recommendedBased upon current Yelp reviews by the local community this is not a recommended dentistry which was a huge mistake on my part Highly do not recommend this business!!!!! As stated in Yelp they only care about the money and not the consumer I concur with the reviews.I'll acknowledge it was my mistake inadvertently missing the appointment, I have been dealing with my treatments and placed my attention on that And again as stated in my initial complaint I did not receive the phone call If I had I would have gladly cancelled the appointment Being an active duty military dependent is hard as is having to do everything for the family on your own and on top of my treatments it's a lot.Furthermore, I had requested a formal statement on for the late fee and to date none has been received

Although we do sympathize with the personal challenges and responsibilities of our patient's parents in being able to keep a scheduled appointment, we have many other patients that are able to keep their scheduled appointments or they contact us to reschedule or cancel. In this case, it appears nothing will resolve the frustration of our patient's parent other than waiving the broken appointment fee. Thus, in an effort to not stretch this matter any further, we will not pursue collections of the broken appointment fee any further. The broken appointment fee will only be collected if patient's parent voluntarily elects to schedule an appointment with our offices in the future.In addition, we have mailed patient's parent the final statement and refunded any credits remaining in the account with our offices.We hope this satisfies and ultimately provides closure to this matter with patient's parent.

We received your letter dated September 20, 2016.We feel that keeping a scheduled appointment is a joint responsibility of the patient/parents and our offices. In this matter, we tried to help our patient keep her scheduled appointment by providing her parent a courtesy reminder voicemailmessage...

left at the telephone number her parent provided on her registration form. Unfortunately, she still missed her appointment without contacting us to either cancel or reschedule her appointment, which we would have gladly accommodated.We notify all of our patients of the possibility of a broken appointment fee both at the time of scheduling an appointment and when we call the patient one week prior to their scheduled appointment with a courtesy reminder call. We currently provide our patients with a courtesy reminder call one week prior to their scheduled appointment. Itis our experience that one week prior to an appointment provides a parent with enough advanced notice to either rearrange their schedules to make sure they can keep their appointment or to notify us of their need to reschedule. We allow changes to be made to a scheduled appointment as late as 24 hours prior to the appointment. Only changes made with less than 24 hours notice may be assessed a broken appointment fee. We would much rather have our patients be able to make their scheduled visit rather than having to assess a broken appointment fee tocover our administrative and business costs that we incur when an appointment is broken.Regarding the complaint filed, our records confirm that seven (7) days prior to the scheduled appointment, we left a voicemail message on the telephone number provided by our patienfs parents, which is the same phone number she eventually responded to after our offices notified her of the broken appointment and the related broken appointmentfee. Although it is unfortunate that the patient missed the appointment despite an attempt on our part to provide ample time for changes or cancellation to be made, our broken appointment fee policy is applied equally and if her parent wishes to reschedule an appointment with our offices she will be responsible for the applicable broken appointment fee.

Complaint: [redacted]
I am rejecting this response because:I will look into taking this business to small claims court.  I'm currently going thru treatments at a cancer center and should have researched a dentistry with great customer service which also came highly recommended. Based upon current Yelp reviews by the local community this is not a recommended dentistry which was a huge mistake on my part.   Highly do not recommend this business!!!!!  As stated in Yelp they only care about the money and not the consumer.  I concur with the reviews.I'll acknowledge it was my mistake inadvertently missing the appointment, I have been dealing with my treatments and placed my attention on that.  And again as stated in my initial complaint I did not receive the phone call.  If I had I would have gladly cancelled the appointment.  Being an active duty military dependent is hard as is having to do everything for the family on your own and on top of my treatments it's a lot.Furthermore, I had requested a formal statement on 09.18.2016 for the late fee and to date none has been received.