Nelson Y Howard DDS

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 ? Regards, [redacted] In my previous complaint I admitted fault in missing appointment I did leave a message as soon as I learned in change of work schedule? They did call me Monday that much is true? However the first thing I said is im sorry can I reschedule my appointment? I was told in a rude borderline abbusive tone that it would be up to the dentist if I was able to reschedule? Then they told me I would have to make an additional upgront payment if I was to reschedule? They never mentioned a $miss appointment fee Or try to rescheduleFrom what I gathered they were gonna take the entire $? I told them this was unacceptable and hung up? I went in wed not sure of my appointment time and they said they were unable to see me? I said that's fine I don't want to do business and just mail me a check for the money I was owed? However I received a threatening letter how they could charge me over $for missec appointment they were gonna keep the whole $and asked for an additional $I know this is illegal and if my money isn't returned I will be contacting the attorney general of California? Regards [redacted]

NELSONYHOWARD, D.D.S.Dental Artistry and Aesthetic EnhancementsAccredited Member, American Academy of Cosmetic DentistryRevdex.com RECEIVED SEP [redacted] 9/18/17To Whom it May Concern,Our narrative of events regarding this complaint following our documeisted chai notes are as follows:On Monday, 7/24/our San Marcos location received a message from the patient that he'd left on Saturday 7/22/17, at 2pm to cancel his 8am Monday morning appointmentOur answering system clearly states that if a patient is calling to cancel an appointment to call the doctor directlyShortly after receiving the message, our Rancho Bernardo location manager called the patient to confirm the patient's Wednesday morning appointment and also to see if there was any possible way he could keep his scheduled appointmentShe was told he could not because 'something came up' and when asked if it was a work issue or if he was sick, he said it was "personal'He then asked if he could reschedule, but since he just missed the appointment without his previously agreed hour (business day) notice, she informed the patient that he would have to prepay additional monies down in order to reserve a new timeThe patient stated he already paid money down and said he would not pay moreIt was then further explained to the patient that our time was valuable and since his appointment was cancelled without proper notice that it was not likely we'd reschedule without additional retainerPatient then replied 'whatever and hung up the phone before any other matters could be discussedPlease note that the original reason for the phone call was to confirm the patient's appointment for that upcoming WednesdaySince he hung up, we did not get a chance to confirm that appointment.At that time our office charged a "missed appointment fee' which was hours in totalWe charged our rminimurn fee of $per hourOn 04/07/ithe patient signed an agreement of understanding which clarifies that these charges can and will be made in the event of any appointment missed or cancelled with less than hour notice (two working days)The form clearly states that we reserve the right to bill the patient for the entire amount of the procedure(s) the patient was scheduled forIn this patient's Case the total amount Scheduled was $Since it was his first missed appointment, we charged out our minimum fee and not the total of the work that was scheduled to be doneThe patient had prepaid $prior to scheduling his appointment, which left his account balance owing $after our $missed appointment fee was applied.Dedicated to Excellence and the Finest Quality of CareNelson YHoward, D.D.S., Inc.On Wednesday, 7/26/the patient was scheduled for a 12:00pm cleaning appointmentThe patient arrived for this appointment at 12:pmThe office manager explained that he was scheduled at 12:00, not 12:and he told her 'yeahwell, in my defense I never got a confirmation call on Monday'Since it was in fact our manager who spoke with him on Monday, she explained that she was the person he spoke with on Monday and that she was unable to confirm the appointment because he hung up on herThe patient disregarded her reply and went on to say that he was not willing to put any more money down to reschedule another appointment and he wanted his money back 'right now'It was explained to the patient that we do not keep cash or checks on the premises and then he stated that he wanted the money mailed to himThe office manager explained that there was a missed appointment fee placed on his account and that if he wanted to refute that and talk directly with the doctor he certainly could do soShe began trying to explain that he had signed a patient agreement that allowed our office to post such charges to the account when appointment were cancelled or missed without proper noticeAs she was trying to explain this, the patient grew more and more agitatedBefore the manager was able to finish the explanation, he stated that he wanted to forget about any rescheduling and he wanted the checkmailed to himHe then he walked out of the officeThe patient was charged no additional fee on this day for this second missed appointmentSince he missed a second appointment this day, we could have actually charged out another $fee since the patient was scheduled for hour of time with our hygienistOut of courtesy, we did not charge any additional amount to the patient for this day.On 7/31/our monthly office billing was done and this patient's bill was printed and sent in the mailHis bill reflected the $missed appointment fee and his final balance due of $A letter referencing out office policies and explaining why the fee was charged was also sent in the same envelopeThis letter explained that the patient could call our office to discuss the matter if he did not understandSince that time we have heard nothing from this patient, nor has the balance of $been paid.We are including a copy of the office policy for missed and cancelled appointments which the patient signed on 4/7/(attachment #1) and a copy of the letter that was sent to the patient with his billing statement on 7/31/17, explaining the charges posted to his account (attachment #2).In addition, we're also including a copy of the patient ledger, since he's claiming he's owed $instead of the original $that he paid prior to his appointment (attachment #3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
In my previous complaint I admitted fault in missing appointment I did leave a message as soon as I learned in change of work schedule They did call me Monday that much is true However the first thing I said is im sorry can I reschedule my appointment I was told in a rude borderline abbusive tone that it would be up to the dentist if I was able to reschedule Then they told me I would have to make an additional upgront payment if I was to reschedule They never mentioned a $miss appointment fee Or try to rescheduleFrom what I gathered they were gonna take the entire $ I told them this was unacceptable and hung up I went in wed not sure of my appointment time and they said they were unable to see me I said that's fine I don't want to do business and just mail me a check for the money I was owed However I received a threatening letter how they could charge me over $for missec appointment they were gonna keep the whole $and asked for an additional $I know this is illegal and if my money isn't returned I will be contacting the attorney general of California Regards *** ***

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
?
Regards,
*** ***
In my previous complaint I admitted fault in missing appointment I did leave a message as soon as I learned in change of work schedule? They did call me Monday that much is true? However the first thing I said is im sorry can I reschedule my appointment? I was told in a rude borderline abbusive tone that it would be up to the dentist if I was able to reschedule? Then they told me I would have to make an additional upgront payment if I was to reschedule? They never mentioned a $miss appointment fee Or try to rescheduleFrom what I gathered they were gonna take the entire $? I told them this was unacceptable and hung up? I went in wed not sure of my appointment time and they said they were unable to see me? I said that's fine I don't want to do business and just mail me a check for the money I was owed? However I received a threatening letter how they could charge me over $for missec appointment they were gonna keep the whole $and asked for an additional $I know this is illegal and if my money isn't returned I will be contacting the attorney general of California? Regards *** ***

NELSONYHOWARD, D.D.S.Dental Artistry and Aesthetic EnhancementsAccredited Member, American Academy of Cosmetic DentistryRevdex.com RECEIVED SEP 2017*** ***9/18/17To Whom it May Concern,Our narrative of events regarding this complaint following our documeisted chai notes are
as follows:On Monday, 7/24/our San Marcos location received a message from the patient that he'd left on Saturday 7/22/17, at 2pm to cancel his 8am Monday morning appointmentOur answering system clearly states that if a patient is calling to cancel an appointment to call the doctor directlyShortly after receiving the message, our Rancho Bernardo location manager called the patient to confirm the patient's Wednesday morning appointment and also to see if there was any possible way he could keep his scheduled appointmentShe was told he could not because 'something came up' and when asked if it was a work issue or if he was sick, he said it was "personal'He then asked if he could reschedule, but since he just missed the appointment without his previously agreed hour (business day) notice, she informed the patient that he would have to prepay additional monies down in order to reserve a new timeThe patient stated he already paid money down and said he would not pay moreIt was then further explained to the patient that our time was valuable and since his appointment was cancelled without proper notice that it was not likely we'd reschedule without additional retainerPatient then replied 'whatever and hung up the phone before any other matters could be discussedPlease note that the original reason for the phone call was to confirm the patient's appointment for that upcoming WednesdaySince he hung up, we did not get a chance to confirm that appointment.At that time our office charged a "missed appointment fee' which was hours in totalWe charged our rminimurn fee of $per hourOn 04/07/ithe patient signed an agreement of understanding which clarifies that these charges can and will be made in the event of any appointment missed or cancelled with less than hour notice (two working days)The form clearly states that we reserve the right to bill the patient for the entire amount of the procedure(s) the patient was scheduled forIn this patient's Case the total amount Scheduled was $Since it was his first missed appointment, we charged out our minimum fee and not the total of the work that was scheduled to be doneThe patient had prepaid $prior to scheduling his appointment, which left his account balance owing $after our $missed appointment fee was applied.Dedicated to Excellence and the Finest Quality of CareNelson YHoward, D.D.S., Inc.On Wednesday, 7/26/the patient was scheduled for a 12:00pm cleaning appointmentThe patient arrived for this appointment at 12:pmThe office manager explained that he was scheduled at 12:00, not 12:and he told her 'yeahwell, in my defense I never got a confirmation call on Monday'Since it was in fact our manager who spoke with him on Monday, she explained that she was the person he spoke with on Monday and that she was unable to confirm the appointment because he hung up on herThe patient disregarded her reply and went on to say that he was not willing to put any more money down to reschedule another appointment and he wanted his money back 'right now'It was explained to the patient that we do not keep cash or checks on the premises and then he stated that he wanted the money mailed to himThe office manager explained that there was a missed appointment fee placed on his account and that if he wanted to refute that and talk directly with the doctor he certainly could do soShe began trying to explain that he had signed a patient agreement that allowed our office to post such charges to the account when appointment were cancelled or missed without proper noticeAs she was trying to explain this, the patient grew more and more agitatedBefore the manager was able to finish the explanation, he stated that he wanted to forget about any rescheduling and he wanted the checkmailed to himHe then he walked out of the officeThe patient was charged no additional fee on this day for this second missed appointmentSince he missed a second appointment this day, we could have actually charged out another $fee since the patient was scheduled for hour of time with our hygienistOut of courtesy, we did not charge any additional amount to the patient for this day.On 7/31/our monthly office billing was done and this patient's bill was printed and sent in the mailHis bill reflected the $missed appointment fee and his final balance due of $A letter referencing out office policies and explaining why the fee was charged was also sent in the same envelopeThis letter explained that the patient could call our office to discuss the matter if he did not understandSince that time we have heard nothing from this patient, nor has the balance of $been paid.We are including a copy of the office policy for missed and cancelled appointments which the patient signed on 4/7/(attachment #1) and a copy of the letter that was sent to the patient with his billing statement on 7/31/17, explaining the charges posted to his account (attachment #2).In addition, we're also including a copy of the patient ledger, since he's claiming he's owed $instead of the original $that he paid prior to his appointment (attachment #3)

NELSON. Y. HOWARD, D.D.S.Dental Artistry and Aesthetic EnhancementsAccredited Member, American Academy of Cosmetic DentistryRevdex.com RECEIVED SEP 2 5 2017[redacted]9/18/17To Whom it May Concern,Our narrative of events regarding this complaint following our documeisted chai notes are...

as follows:On Monday, 7/24/17 our San Marcos location received a message from the patient that he'd left on Saturday 7/22/17, at 2pm to cancel his 8am Monday morning appointment. Our answering system clearly states that if a patient is calling to cancel an appointment to call the doctor directly. Shortly after receiving the message, our Rancho Bernardo location manager called the patient to confirm the patient's Wednesday morning appointment and also to see if there was any possible way he could keep his scheduled appointment. She was told he could not because 'something came up' and when asked if it was a work issue or if he was sick, he said it was "personal'. He then asked if he could reschedule, but since he just missed the appointment without his previously agreed 48 hour (business day) notice, she informed the patient that he would have to prepay additional monies down in order to reserve a new time. The patient stated he already paid money down and said he would not pay more. It was then further explained to the patient that our time was valuable and since his appointment was cancelled without proper notice that it was not likely we'd reschedule without additional retainer. Patient then replied 'whatever and hung up the phone before any other matters could be discussed. Please note that the original reason for the phone call was to confirm the patient's appointment for that upcoming Wednesday. Since he hung up, we did not get a chance to confirm that appointment.At that time our office charged a "missed appointment fee' which was 1.5 hours in total. We charged our rminimurn fee of $50.00 per hour. On 04/07/i7 the patient signed an agreement of understanding which clarifies that these charges can and will be made in the event of any appointment missed or cancelled with less than 48 hour notice (two working days). The form clearly states that we reserve the right to bill the patient for the entire amount of the procedure(s) the patient was scheduled for. In this patient's Case the total amount Scheduled was $1372.00. Since it was his first missed appointment, we charged out our minimum fee and not the total of the work that was scheduled to be done. The patient had prepaid $140.00 prior to scheduling his appointment, which left his account balance owing $10.00 after our $150.00 missed appointment fee was applied.Dedicated to Excellence and the Finest Quality of CareNelson Y. Howard, D.D.S., Inc.On Wednesday, 7/26/17 the patient was scheduled for a 12:00pm cleaning appointment. The patient arrived for this appointment at 12:29 pm. The office manager explained that he was scheduled at 12:00, not 12:30 and he told her 'yeah... well, in my defense I never got a confirmation call on Monday'. Since it was in fact our manager who spoke with him on Monday, she explained that she was the person he spoke with on Monday and that she was unable to confirm the appointment because he hung up on her. The patient disregarded her reply and went on to say that he was not willing to put any more money down to reschedule another appointment and he wanted his money back 'right now'. It was explained to the patient that we do not keep cash or checks on the premises and then he stated that he wanted the money mailed to him. The office manager explained that there was a missed appointment fee placed on his account and that if he wanted to refute that and talk directly with the doctor he certainly could do so. She began trying to explain that he had signed a patient agreement that allowed our office to post such charges to the account when appointment were cancelled or missed without proper notice. As she was trying to explain this, the patient grew more and more agitated. Before the manager was able to finish the explanation, he stated that he wanted to forget about any rescheduling and he wanted the checkmailed to him. He then he walked out of the office. The patient was charged no additional fee on this day for this second missed appointment. Since he missed a second appointment this day, we could have actually charged out another $50.00 fee since the patient was scheduled for 1 hour of time with our hygienist. Out of courtesy, we did not charge any additional amount to the patient for this day.On 7/31/17 our monthly office billing was done and this patient's bill was printed and sent in the mail. His bill reflected the $150.00 missed appointment fee and his final balance due of $10.00. A letter referencing out office policies and explaining why the fee was charged was also sent in the same envelope. This letter explained that the patient could call our office to discuss the matter if he did not understand. Since that time we have heard nothing from this patient, nor has the balance of $10.00 been paid.We are including a copy of the office policy for missed and cancelled appointments which the patient signed on 4/7/17 (attachment #1) and a copy of the letter that was sent to the patient with his billing statement on 7/31/17, explaining the charges posted to his account (attachment #2).In addition, we're also including a copy of the patient ledger, since he's claiming he's owed $150.00 instead of the original $140.00 that he paid prior to his appointment (attachment #3).