Initial Business Response /* (1000, 5, 2015/04/07) */
Re: Case # XXXXXX *** ***
In regards to the *** *** case, we take our patient's complaints and concerns very seriously*** was initially seen for a limited exam and a crown was prepped on tooth #on January 8, and
since that initial visit we did complete root canal therapy on the same tooth
*** did return to the office on several occasions in February & we do humbly apologize for her less than satisfactory experience in our practiceOur office strives to provide patients with the best customer service but we failed to deliver to *** however; we appreciate the feedback which will allow us the opportunity to improve
We regret any inconvenience this has caused and have process the refund to ***'s insurance company as well as having a refund check sent to the office for *** to pick up at a time convenient for her later this week
Please feel free to contact me if any further questions or concerns arise
Sincerely,
*** ***
Practice Administrator
Initial Consumer Rebuttal /* (3000, 8, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have NOT been refundedOn 4/09/I was called by someone at Spring View Dental and was told they have my refund at the office, and I would need to come in the office and sign a sheet saying I picked the checks upUpon arriving at Spring View Dental, I was handed a sheet with informations about a check made out to me (in the wrong amount) and a check made out to *** (also in the wrong amount)After reading that the letter was releasing Spring View Dental from any liability, I refused to sign it, being that I want to speak to a compitant dentist that will tell me he can save my toothI will NOT release spring View Dental, only to have to have the tooth pulled because of their negligenceI called *** *** and talked to a *** ***, who apologized that the amounts were wrong, and informed me that they really only handle the marketing and adminduties for Spring View Dental, so they really couldn't help meAs I explained to *** that I will not release them until I see another dentist, and I cannot see another dentist until they close the claim with AetnaShe was absolutly NO help, basically apologized again and that was the end of the conversationI have never been so disgusted with a health care providerCompletely unprofessional and still have my money
Final Business Response /* (4000, 16, 2015/05/01) */
Case # XXXXXX *** ***
Dear MsBruffett,
I do acknowledge Ms***'s concerns & sincerely apologize that the original refund to Ms*** was processed for the incorrect amountWhen we realized the office had accidently requested the incorrect refund amount I immediately contacted the office manager asking they correct their paperwork so Ms*** would be refunded everything she was charged for the crown
Unfortunately the office had already received a portion of the refund at which time they contacted Ms***The additional amount the patient was owed was being issued on a separate checkThe total of the two checks equal the *** Ms*** paid to the officeThe office does not have possession of a refund check for Aetna however; Aetna will be refunded once the refund release is signed by the patientThis is standard operating policy in the case of any & all refunds being issued
At this point I can only apologize for the impression we have left with Ms***I shared with Ms*** she was welcome to get a second opinion from a dentist of her choice & then contact me if she has nay additional concernsIt was certainly not my intention for her to have a negative experience throughout the resolution process
Respectfully,
Diana ***
Client Administrator
Initial Business Response /* (1000, 11, 2015/07/06) */
Good Morning,
We are saddened to hear [redacted] is not happy with the services she received in our office. Our goal is for [redacted] to be completely happy with the care received in our office as it is for all our patients. Unfortunately, it appears...
as though we did not meet [redacted]'s expectations therefore; we will agree to her resolution & refund her the [redacted] we charged & she paid for the crown. Our office manager has reached out to [redacted] by phone leaving a message for her to contact us to arrange a time for her to come into the practice, sign the refund release & collect the refund.
Please do not hesitate to contact us if you have any further questions. Thank you for your help throughout the resolution process.
[redacted]
To whom it may concern,
I am writing in response to the recent patient complaint filed against Spring View Dental...
Care. At Spring View Dental Care we value our patients and the care we provide for them, and we take these concerns very seriously.
Upon receipt of your letter, we reviewed the treatment the patient received and asked for a second opinion from our Doctor in the practice. The Doctor that had originally treated the patient in our practice, is no longer associated with Spring View Dental Care. Our Doctor reviewed the patient's records, x-rays, and clinical notes and is confident that the patient received optimal lifetime care. It is also notated in our records that the patient left our practice the day of treatment and expressed she was happy with the care she received. At this time, we feel no refund is warranted to the patient.
We apologize for any inconvenience and we welcome the opportunity to provide you any additional information as needed in part with your investigation of this matter. We can be reached directly at ([redacted].
Business Team
Spring View Dental Care
Initial Business Response /* (1000, 5, 2015/04/07) */
Re: Case # XXXXXX *** ***
In regards to the *** *** case, we take our patient's complaints and concerns very seriously*** was initially seen for a limited exam and a crown was prepped on tooth #on January 8, and
since that initial visit we did complete root canal therapy on the same tooth
*** did return to the office on several occasions in February & we do humbly apologize for her less than satisfactory experience in our practiceOur office strives to provide patients with the best customer service but we failed to deliver to *** however; we appreciate the feedback which will allow us the opportunity to improve
We regret any inconvenience this has caused and have process the refund to ***'s insurance company as well as having a refund check sent to the office for *** to pick up at a time convenient for her later this week
Please feel free to contact me if any further questions or concerns arise
Sincerely,
*** ***
Practice Administrator
Initial Consumer Rebuttal /* (3000, 8, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have NOT been refundedOn 4/09/I was called by someone at Spring View Dental and was told they have my refund at the office, and I would need to come in the office and sign a sheet saying I picked the checks upUpon arriving at Spring View Dental, I was handed a sheet with informations about a check made out to me (in the wrong amount) and a check made out to *** (also in the wrong amount)After reading that the letter was releasing Spring View Dental from any liability, I refused to sign it, being that I want to speak to a compitant dentist that will tell me he can save my toothI will NOT release spring View Dental, only to have to have the tooth pulled because of their negligenceI called *** *** and talked to a *** ***, who apologized that the amounts were wrong, and informed me that they really only handle the marketing and adminduties for Spring View Dental, so they really couldn't help meAs I explained to *** that I will not release them until I see another dentist, and I cannot see another dentist until they close the claim with AetnaShe was absolutly NO help, basically apologized again and that was the end of the conversationI have never been so disgusted with a health care providerCompletely unprofessional and still have my money
Final Business Response /* (4000, 16, 2015/05/01) */
Case # XXXXXX *** ***
Dear MsBruffett,
I do acknowledge Ms***'s concerns & sincerely apologize that the original refund to Ms*** was processed for the incorrect amountWhen we realized the office had accidently requested the incorrect refund amount I immediately contacted the office manager asking they correct their paperwork so Ms*** would be refunded everything she was charged for the crown
Unfortunately the office had already received a portion of the refund at which time they contacted Ms***The additional amount the patient was owed was being issued on a separate checkThe total of the two checks equal the *** Ms*** paid to the officeThe office does not have possession of a refund check for Aetna however; Aetna will be refunded once the refund release is signed by the patientThis is standard operating policy in the case of any & all refunds being issued
At this point I can only apologize for the impression we have left with Ms***I shared with Ms*** she was welcome to get a second opinion from a dentist of her choice & then contact me if she has nay additional concernsIt was certainly not my intention for her to have a negative experience throughout the resolution process
Respectfully,
Diana ***
Client Administrator
Initial Business Response /* (1000, 11, 2015/07/06) */
Good Morning,
We are saddened to hear [redacted] is not happy with the services she received in our office. Our goal is for [redacted] to be completely happy with the care received in our office as it is for all our patients. Unfortunately, it appears...
as though we did not meet [redacted]'s expectations therefore; we will agree to her resolution & refund her the [redacted] we charged & she paid for the crown. Our office manager has reached out to [redacted] by phone leaving a message for her to contact us to arrange a time for her to come into the practice, sign the refund release & collect the refund.
Please do not hesitate to contact us if you have any further questions. Thank you for your help throughout the resolution process.
[redacted]
To whom it may concern,
I am writing in response to the recent patient complaint filed against Spring View Dental...
Care. At Spring View Dental Care we value our patients and the care we provide for them, and we take these concerns very seriously.
Upon receipt of your letter, we reviewed the treatment the patient received and asked for a second opinion from our Doctor in the practice. The Doctor that had originally treated the patient in our practice, is no longer associated with Spring View Dental Care. Our Doctor reviewed the patient's records, x-rays, and clinical notes and is confident that the patient received optimal lifetime care. It is also notated in our records that the patient left our practice the day of treatment and expressed she was happy with the care she received. At this time, we feel no refund is warranted to the patient.
We apologize for any inconvenience and we welcome the opportunity to provide you any additional information as needed in part with your investigation of this matter. We can be reached directly at ([redacted].
Business Team
Spring View Dental Care