Pickard Orthodontics

***DOCUMENT ATTACHED [redacted] May 17, Revdex.comPO Box 1000DuPont, Washington RE: ID # [redacted] To Whom It May Concern,On May 16, we received a letter regarding a complaint that Mr [redacted] filed with Revdex.com Below is documentation of an email DrMichael P [redacted] emailed to the [redacted] on February 19, 2014."Hello ***!I have just received a copy of your recent emails and learned of your November conversation and want to apologize for the situation which has developed.I think there has been a huge misunderstanding -- and I apologize for that too!I hope and think you know me well enough that my goal is always to do the right thing and I would never do anything to take money from someone -- I hope and pray that greed is the last thing someone would ever associate with my name....Last year I did receive an inquiry from my staff about a transfer refund -- to which I responded that there would be no transfer refund as we did not transfer [redacted] orthodontic treatment -- and that we had already generously discounted the feeI think I misunderstood the context and details of the question my staff had given me in a short written question -- and was not aware you had incurred a penalty along with an unexpected automatic withdrawal -- For which I also apologize.You will recall that in the spring/summer we had talked about transferring [redacted] orthodontic care to a provider in your new areaIn that situation my staff always work up what we call a transfer fee sheet in which we reduce the total cost of orthodontics by what we call the "deband fee" (taking off the braces and providing retainer s) and by the amount of time (and dollars associated with) to get the patients teeth ready for taking the braces offWe then provide a transfer refund for all payments in excess of the calculated amount for work we had delivered/accomplished.As you well know -- together we decided that due to the question on the availability of quality and convenient orthodontic care in your new area -- that we would put [redacted] treatment in "hyperdrive" -- we saw him 2-times more :frequently than we normally would with the goal of completing -- or coming as close as we could to completing his orthodontic treatmentSo in the shortened period of time we saw him around the same amount of visits that we would normally have seen him if we had continued on his tx time of 18-monthsSo by the time you guys were ready to leave we had almost completely accomplished all we would have normally completed(That said I would have loved to have two more visits to completely close up that small space behind one of his canines -- and make sure everything was stable -- Hope he is being great with his retainers :-) ).Despite having gone ahead and removed the braces and provided retainers -- we went ahead and still gave you a generous discounting -- the same amount we would have as if we had not seen [redacted] those extra visits nor removed the braces and provided the retainers -- essentially providing the last remaining amount of his treatment at no charge -- because I really have appreciated our relationship with your family and wanted to help your family out as you went out on the Lord's errand to serve the people in your area.As for the extra automatic withdrawal that was made on your accountI deeply apologize that that took placeIt is an automatic process that is initially set up to go continuously until the full fee is paidWith our reduction of your total fee -- we simply missed notifying the company that does the withdrawalsI feel very badly that you incurred an overdrawn fee associated with that automatic withdrawal - and take full responsibility that that took place and apologize for its occurrence.That said T am more than happy to refund the amount of the withdrawal and the extra fee you incurred Please let me know where I should send a check for the$155.39.I again apologize for the misunderstanding between you and my officeI have awesome staff that I greatly appreciate and take full responsibility for any problems, difficulties and :frustrations you have had.Ifyou feel that I did not provide satisfactory service and are unhappy in any way, I would be glad to refund your full treatment feeMy reputation and integrity are and never will be worth an extra dollarIt is my goal to meet and exceed your expectations in the quality of treatment result and orthodontic experience you have-- and if I did not do so I would rather refund your treatment fee.All that said, miss your family and hope that everyone is enjoying their experience and cherishing your service!All the best! As of May 17, we have requested a refund check from our accountant in the amount of $(The amount we have documented we owe) to be sent to Mr [redacted] The letter we received from Revdex.com has an address for Mr [redacted] of [redacted] Sandpoint, ID The refund check will be sent to this address.Sincerely, Tawni H [redacted] Financial Coordinator

Complaint: ***For the record, I have copied and pasted the email string between myself and Pickard OrthodonticsI believe the email they sent to you has been augmented to fit the current situationThey have, however, issued a check for the correct amount, and I can now close out this complaint, but I wanted you to see the actual back and forth.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

[redacted]DOCUMENT ATTACHED[redacted]
May 17, 2016 Revdex.comPO Box 1000DuPont, Washington 98327 RE: ID # [redacted]To Whom It May Concern,On May 16, 2016 we received a letter regarding a complaint that Mr. [redacted] filed with Revdex.com.  Below is documentation of an...

email Dr. Michael P[redacted] emailed to the [redacted] on February  19, 2014."Hello [redacted]!I have just received a copy of your recent emails and learned of your November conversation and want to apologize for the situation which has developed.I think there has been a huge misunderstanding -- and I apologize for that too!I hope and think you know me well enough that my goal is always to do the right thing and I would never do anything to take money from someone -- I hope and pray that greed is the last thing someone would ever associate with my name....Last year I did receive an inquiry from my staff about a transfer refund -- to which I responded that there would be no transfer refund as we did not transfer [redacted] orthodontic treatment -- and that we had already generously discounted the fee. I think I misunderstood the context and details of the question my staff had given me in a short written question -- and was not aware you had incurred a penalty along with an unexpected  automatic withdrawal -- For which I also apologize.You will recall that in the spring/summer we had talked about transferring [redacted] orthodontic care to a provider in your new area. . In that situation my staff always work up what we call a transfer fee sheet in which we reduce the  total cost  of orthodontics by what we call the "deband fee" (taking off the braces and providing retainer s) and by the amount of time (and dollars associated with) to  get  the patients teeth ready for taking the braces off. We then provide a transfer refund for all payments in excess of the calculated amount for work we had delivered/accomplished.As you well know -- together we decided that due to the question on the availability of quality and convenient orthodontic care in your new area -- that we would put [redacted] treatment in "hyperdrive" -- we saw him 2-3 times more :frequently than we normally would with the goal of completing -- or coming as close as we could to completing his orthodontic treatment. So in the shortened period of time we saw him around the same amount of visits that we would normally have seen him if we had continued on his normal tx time of 18-24 months. So by the time you guys were ready to leave we had almost completely accomplished all we would have normally completed. (That said I would have loved to have two more visits to completely close up that small space behind one of his canines -- and make sure everything was stable -- Hope he is being great with his retainers :-) ).Despite having gone ahead and removed the braces and provided retainers -- we went ahead and still gave you a generous discounting -- the same amount we would have as if we had not seen [redacted] those extra visits nor removed the braces and provided the retainers -- essentially providing the last remaining amount of his treatment at no charge -- because I really have appreciated our relationship  with your family and wanted to help your family out as you went out on the Lord's errand to serve the people in your area.As for the extra automatic withdrawal that was made on your account. . I deeply apologize that that took place. It is an automatic process that is initially set up to go continuously until the full fee is paid. With our reduction of your total fee -- we simply missed notifying the company that does the withdrawals. I feel very badly that you incurred an overdrawn fee associated with that automatic withdrawal - and take full responsibility that that took place and apologize for its occurrence.That said T am more than  happy to refund the amount of the withdrawal  and the extra fee you  incurred.   Please  let me know where I should send a check for the$155.39.I again apologize for the misunderstanding between you and my office. I have awesome staff that I greatly appreciate and take full responsibility for  any problems, difficulties and :frustrations you have had.Ifyou feel that I did not provide satisfactory service and are unhappy in any way, I would be glad to refund your full treatment fee. My reputation  and integrity are and never will be worth an extra dollar. It is my goal to  meet and exceed your expectations in the quality of treatment result and orthodontic experience you have-- and if I did not do so I would rather refund your treatment fee.All that said, miss your family and hope that everyone is enjoying their experience and cherishing your service!All the best! As of May 17, 2016 we have requested a refund check from our accountant in the amount of $155.39 (The amount we have documented we owe) to be sent to Mr. [redacted]. The letter we received from Revdex.com has an address for Mr. [redacted] of [redacted] Sandpoint, ID 83864. The refund check will be sent to this address.Sincerely, Tawni H[redacted] Financial  Coordinator