PACIFICO DENTAL CARE

Date: 5Hi [redacted] ***,I am in receipt of the above captioned complaintI have contacted record archives to get the notes on [redacted] and will respond once receive and review,Sincerely,Michael *P DMD, Owner

1/14/2015Dear [redacted] , I reviewed your account and the manner with which it was handled and found that you were indeed not treated with the respect that all my patients deserveI have addressed this with the person involved and let her know in no uncertain terms the complete unacceptability of how you were spoken to and denied access to the doctors or myselfThe person who did this has not shown this kind of behavior in the past, however she has been informed that this is NOT acceptable in any way, shape, or form and will not be tolerated again.As far as your account it is clear that you were not informed about the nature of your balance in the manner/protocol that we normally followAlthough you have made what | consider a kind and reasonable offer I am not comfortable with that, and will ask only that you pay 1/of the fee, or $and not the $you offeredPlease once again accept my sincere apologies for how this was handled and my assurance that it will not happen againIn the future should you have any questions about treatment recommendations, fees, your experience here or whatever, below is my personal contact informationI ask that you come to me directly and immediately.Cell phone[redacted] Email[redacted] Please know that I am the only one with access to the cell/it's voice mail and the ***, so any comments you make will be seen/heard by me onlyAgain appreciate your kindness and look forward to a long healthy relationship with you and your familySincerely,Michael P, D.M.D

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10780723, and find that this resolution is satisfactory to me. I would like to make note that it has cost me much more than 250$ to continue with my treatments in TexasI don't feel that this dental office was honest and I had corresponded with dr Pacifico via email for several months and this is the most he has offerredIt's a shame that he doesn't stand behind his practice 100%Goes to show the character and ability of the office
Regards,
*** ***

I wish I could give this place a zero star ratingI came in yesterday to have my watch band resized, and told an Asian gentleman (I believe his name was Tron or Tran) to remove three linksHe told me that he didn't think I would be happy with that, and said he would remove two to begin withI went home, and the watch was too looseI came back today to ask him to resize it again and he refused toAll he needed to do originally was perform the task I asked him to perform, and I would have been very satisfied with the serviceThis is quite possibly the worst customer service I have ever had in any genre of shopping

9/30/To whom it may
concern,After review of ***'s records and discussion with staff and doctor involved here is what I found*** came to our office to have her teeth straightened in Dr *** reviewed her options and she chose the *** techniqueShe now claims that this technique was not appropriate for her situationThis is not truePrior to making of the aligners every case is sent to *** for their opinion and approval, Had her problems not fit with their guidelines they would not have authorized the case to even be startedWhy would they approve a case that they knew would fail and create problems for all involved? *** purchased and paid for the "top tier, full treatment from ***, contrary to her claim that we may have charged her for the full case and "only paid for lower tier case and pocketed the money"Full treatment with *** includes all of the aligners (appliances that move the teeth), three refinements at no charge (corrections to the case with new aligners if things not going the way planned or wanted), and then finishing retainersAlthough she did not complete treatment before she moved we gave her the last appliances (aligners) to complete her case in her new locationWe also instructed her to notify us immediately when she was done with the last appliance so we could order her retainers, or if she was unhappy we could order a revisionBy her own admission she did not find another dentist for over months Here is a quote from an email she sent me dated November 10th, 2014, almost two years after her case should have been finished,
"I have been lazy in locating a new doctor here in Texas and recently found a doctor who is willing to have the case transferred"
(note re: difficulty finding another doctor to do ***....When I heard that I was surprised considering that *** started in Texas and it has the highest concentration of *** providers in the countryI searched on line for doctors who use this technique in her area and found over of them within an hours drive of her homeI called the first five and found out all accept case transfers with a nominal/no charge to finish the caseThis entire process took less than minutes.)
*** has a policy (not our policy) that states any refinements/retainers need to be done w/in days after they estimate the patient to be done with the last aligner*** moved away and was instructed by our office to contact us as soon as the last aligner was completedIf she had done so at the appropriate time we could have ordered any refinements needed and provided her retainers at no charge, allowing her case to be finished as plannedHowever she did not contact us for well over a yearBecause of this enormous time delay *** would not allow us to do anything more with her case at no chargeThis is a *** policy and not oursAs far as her complaint of being misled she signed an Informed Consent and agreement that clearly outlined the potential for taking additional time and also her responsibility to let us know of any problems immediately, not over a year laterFrom the consent form we have the following:
"Potential risks of clear aligners As with other orthodontic treatments, clear aligners may carry some of the potential risks described below: -Treatment time may exceed your doctor's estimatesPoor compliance to your doctor's instructions, not wearing aligners the required number of hours per day, missed appointments, excessive bone growth, poor oral hygiene and broken appliances can lengthen treatment time, increase the cost, and affect the quality of the end resultsI have read and understand the content of this document describing considerations and risks of *** clear aligners- I have been sufficiently informed and have been given the opportunity to discuss this form and its contents with the undersigned doctor, and to have my questions adequately answeredI have been asked to make a choice about my treatment, and I hereby consent to receive treatment with *** clear aligners as planned, prescribed and provided by the undersigned doctor, I agree to follow my doctor's treatment exactly as s/he plans, prescribes and provides it for me, and understand that any questions, concerns or complaints I have regarding my treatment must be communicated to my doctor as soon as they arise."
Given that *** was admittedly "lazy' in finding a new dentist which in turn created the situation she is in I do not think a refund for her case is reasonableShe was making good progress and was almost finished when her delay in getting a new dentist created the problems she is now encountering.That being said, ***'s husband and his family have been patients of ours for years so as a token of good faith I am willing to send her $to help defray the costs she is now incurringUpon receiving a signed "hold harmless' agreement from *** I will gladly send her a check for that amountPlease inform Ine if she decides to take this offer.Regretfully,

10/29/Please be advised a letter will be sent today to *** *** forgiving her balance and removing her from the billing processA copy will also be forwarded to you.Thank youSincerely
Dr Michael L PacificoOwnerPacifico Dental Care

Date: 9.9.201 5Hi [redacted],I am in receipt of the above captioned complaint. I have contacted record archives to get the notes on [redacted] and will respond once receive and review,Sincerely,Michael *. P
DMD, Owner

1/14/2015Dear [redacted],
I reviewed your account and the manner with which it was handled and found that you were indeed not treated with the respect that all my patients deserve. I have addressed this with the person involved and let her know in no uncertain terms the complete...

unacceptability of how you were spoken to and denied access to the doctors or myself. The person who did this has not shown this kind of behavior in the past, however she has been informed that this is NOT acceptable in any way, shape, or form and will not be tolerated again.As far as your account it is clear that you were not informed about the nature of your balance in the manner/protocol that we normally follow. Although you have made what | consider a kind and reasonable offer I am not comfortable with that, and will ask only that you pay 1/4 of the fee, or $105 and not the $215 you offered.
Please once again accept my sincere apologies for how this was handled and my assurance that it will not happen again. In the future should you have any questions about treatment recommendations, fees, your experience here or whatever, below is my personal contact information. I ask that you come to me directly and immediately.Cell phone....[redacted] Email...[redacted]
Please know that I am the only one with access to the cell/it's voice mail and the [redacted], so any comments you make will be seen/heard by me only.
Again appreciate your kindness and look forward to a long healthy relationship with you and your family.
Sincerely,Michael P, D.M.D.

Review: Family dentist on vacation. Tooth broke. Called Pacifico and they agreed to do repair. Went to office, presented insurance card, clerk had me sit in dentist chair watching TV for over 20 minutes until she was able to contact insurance company for approval of charge. Got approval, informed me what the insurance company would pay and what I was to co-pay, took my credit card and charged payment in full, performed necessary service. Heard nothing from them until I called them to discuss whether or not I could or would switch dentists and use Pacifico as my family dentist. Am unable to do that since they are not in our dental network. Once they heard that they said I owed them $64.10 more from the original service. Dentist said insurance company paid them less than they thought so I owed them the balance. Insurance company said they over-charged. Regardless WE MADE A DEAL, AND HAD A VERBAL AGREEMENT. I paid what they asked. I wrote them, and want them to stop harassing me with a bill I do not owe.Desired Settlement: Stop billing me. Do not forward the charge to any credit union. Leave me alone.

Business

Response:

10/29/14Please be advised a letter will be sent today to [redacted] forgiving her balance and removing her from the billing process. A copy will also be forwarded to you.Thank you.SincerelyDr Michael L PacificoOwner. Pacifico Dental Care