Midas Auto Centers-Tinley Park

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The quoted price of $for
the retainers was communicated as a total cost of the work and there were no additional
charges mentioned during my call that the doctor would be chargingI don’t understand
how these additional charges are a courtesy not charged on my account when they
were never discussedIf that was communicated with the initial call I would
have NOT requested the retainers from that officeWhen I was unable to
maintain the scheduled appointed I had called the office the following days
giving the explanation that I was out of town and unable to call for a
rescheduleMy account was charged a $fee for not showing up at that appointment
So stating that “we chose not to charge the patient” is NOT TRUE statement
therefore is NOT a second courtesy of this officeI called them when I
received the statement in the mail for the late fee and discussed with the
office manager about it to be waivedThe office manager did wave the fee after
discussing that no notification was sent to me in regards to the no show fee and
also for not being compensated of the waited time in their lobby (almost 30min
pass the scheduled time) of any appointment that you have with that office At the appointment for checking the retainer after almost
three weeks of use that I noticed the ridge on the front part (created during
the use) the doctor explained how that is createdHowever when I said that the
retainers didn’t have that ridge when I first picked them up and that they are
costly to create this crack so soon the doctor raised his voice and called “YOU
ARE UNREASONABLE”Further the doctor very rudely stated that he would not redo
them and would refund the money and never go back to their officeI just
walked out their office upset and without even saying anythingA check was
never sent to meSo stating that a “refund check was sent to the patient” is
another NOT TRUE STATEMENTPlease provide a copy of the cashed check to prove
that I received that money!!!!!!
Regards,
*** ***

The patient was originally seen within our office for just routine dental appointments since In early September the patient requested to see the doctor that practices orthodontic within our officeThe appointment requested was for new upper and lower retainers(The patient's orthodontic work
was not done within our office) The price of $was quoted to the patient for the retainers, they agreed to treatment, the impression was taken and an insert date was scheduledThe office's cost to have the retainers made was the total 125.00, therefore the doctor did the service at no additional charge to the patient and as a courtesy(also at no profit to himself or the office) The patient set up an appointment three weeks later to have the retainers insertedThree weeks later the patient failed to show up to the confirmed appointment without any notification to the officeDue this the office is able to charge a missed appointment fee, however we chose not to charge the patient as a courtesy, once againThe retainers were then inserted two weeks laterThe patient was satisfied with the retainers at this appointment and took the product homeA few weeks after having the retainers the patient requested another appointment to check the retainersThe doctor explained the small ridge that was present on the retainer was there because of the way the retainers are made, that it was not a defectThe patient became upset and requested the retainers be redone at no costThe doctor would not agree to make the retainers at no cost once againWhen the conversation with the patient began to escalated quickly, the doctor said he would just refund the total $125.00, she could keep the retainers and suggested she see another doctor that could help her with the treatmentA refund check was sent to the patient and our office was never contacted for any alternative outcomes

I’m disappointed that the patient feels as if we have not
done all that we could to rectify this conflict.  Our office initially offered and provided a
procedure to the patient at our cost. Meaning the office and doctor took a loss
on the time and supplies needed to perform the work. We pride ourselves on
providing the absolute best care for our patients, while still trying to keep any
out of pocket cost to a minimum for him/her. Our policy regarding a patient not showing up for a
confirmed appointment is that of any other medical office. We request 24 hours
for any cancellations, if that is not provided we reserve the right to charge a
fee for the time missed. This fee is to cover the reserved time for the missed
appointment and the lost of opportunity to help another patient with a dental emergency
within that time frame. The complainant was charged $20 for the missed
appointment and the office was not contacted until the bill was received by the
patient. After we spoke, I agreed to remove the charge with the understanding
that the next appointment would be kept and the charge of $125 was to be paid
at the delivery of the retainers.  At
that point we had already allotted 60 minutes of appointment time and had the
retainers made without any prepayment from the patient. The patient did come to
her next appointment following the mutual agreement and left pleased with the
retainers. At the next appointment the doctor explained the “ridge” on
the retainer was due to how they are made and do not affect the purpose of the
retainers. Here at Bay View Dental Care we believe everyone’s time is valuable.
Therefore we are very aware and apologetic if a situation is to arise that we
are behind in the schedule. Furthermore the only time a patient would be seen
late is in the rare event that a previous patient’s appointment needed more
time then was allotted. In the initial complaint it was stated that the wait
was 15 minutes, however then the time frame jumped to “almost 30 minutes past”
their scheduled appointment. I will and do apologize if the office is in fact ever
late to see a patient at their scheduled appointment time. However this is
something that is at times out of our control and why we are very apologetic if
it occurs.  As stated in my first response, the patient was fully
refunded the total $125 to the credit card that was used. This was done before
the complaint was made with the Revdex.com and attached is confidential proof of that. I feel my office has done everything within reason to resolve this conflict professionally with the
patient.  She was able to keep
the retainers made and we provided a full refund within a timely matter. Unfortunately, the doctor did professionally
ask her to find another provider to continue any treatment due to her rude and
disruptive actions within the office and over the phone.