Plaza Dental

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Hello,
Just an update as I did a second reading of the response from Plaza Dental
The business' response really implies that I refused to pay the amount stated which is a gross misrepresentation
I did not refuse to pay and they were paid promptly
I, therefore, still don't know why I was not sent a bill but referred to collections insteadI simply requested my record to take my business elsewhere, something I'm entitled to do without retribution
I do not consider this matter resolved and at this point I should at least be paid the courtesy of an apology
Warm Regards
***

February **, 2014
 
Dear [redacted]:
 
This letter is in response to the initial complaint (ID# [redacted])...

filed by my patient [redacted].  It should be noted that [redacted] and her son had scheduled appointments for 12/*/2013 and they failed to show up, however her husband and stepson did come in and were seen on that day.  The change in family members does not represent [redacted] and her son showing up for their appointments, nevertheless the broken appointment fee was waived.  Then on 12/**/2013 [redacted] and her son missed their scheduled appointments and yet again the broken appointment fee was waived for both.  When the appointments were rescheduled [redacted] was informed that if they were missed or the office was not given 24 hours notice to cancel or reschedule that each appointment would be charged with a $50 broken appointment fee.  On 1/*/2014 both [redacted] and her son failed to show up for their appointments and when we called her the patient first stated that she forgot then she declared that she had over slept.  Unfortunately due to the proximity of the office closing we were not able to have her come in the same day.  [redacted] was informed of the broken appointment fees for her and her son for the last missed appointments and she stated that she was not going to pay them and to simply send her to collections for them. 
 
When [redacted] called to request the copying of records she was asked if they were for both her and her son since she did not specify whose records she had wanted copied. Questioning whose records [redacted] had wanted copied was merely a question for her request to be completed with accuracy and nothing further.  The broken appointment fee is not new to the office and a sign is posted in the office stating that a fee will be charged to all appointments cancelled with less than 24 hour notice. 
 
Sincerely Yours,
 
[redacted]

Review: For several years I have been receiving dental care @ Plaza Dental. I had a 10:00am appointment on 1/*/2014 but overslept as I had difficulty falling asleep the night prior ([redacted]). I received a call from Plaza Dental @ 10:20am and I explained, apologized and asked whether I could still come in. After consultation with her superior I was advised - by the [redacted], that I needed to reschedule. I requested a Saturday but after consultation with her superiors, the [redacted] stated I could not schedule on a Saturday and in addition would need to pay $50 for each of 3 appointments I had missed (over time). I offered that I had missed 2 appointments as, on the last occasion, I had my husband take my slot (due to son's SAT exam- my error). I was told that though I filled the slot that was still regarded as a missed appointment and so, subject to $50 fee. I asked whether the $50 was a new policy and whether I had signed any disclosure document with that information, since after missing '2' appointments I had never been told or asked to pay $50, and had also never been billed. I was informed that the fee was "waived as a courtesy" and that there has been a sign on a wall in the office for about 10 years. I stated I had never seen such a sign. After giving the matter additional thought I called back to inquire what was the procedure for obtaining my X-rays as I needed to see a dentist but on Saturdays (I work Monday to Friday). I was advised satisfactorily, but also offered my son's x-rays which I did not at all request. When I then picked up my x-rays on Monday 1/*/2014 I was again offered my son's x-rays but politely declined them.

On 1/**/2014 I received a collection notice from Sunrise Credit Services Inc. for $100. I called Plaza Dental to ask why I was receiving a collection notice instead of a bill and was treated in a less than respectful manner. When I asked to speak with a superior I was told by [redacted] that [redacted] would call me back. Shortly thereafter I received a call from [redacted] who basically repeated the information discussed stating [redacted] was not available.

After not receiving a response as to why I was not paid the courtesy of a billing statement, 10 days later......a collection notice! I find this offensive. Our family will not be returning to this practice for dental care.Desired Settlement: I would like a response to my remaining question - why was I not paid the courtesy of a bill prior to being referred to a collections agency? I feel my customer rights have been violated and that this strategy could negatively affect my credit (were I not a paying customer). Customers have rights and deserve the respect of a billing statement prior to a collections letter.

Signage should have been conspicuously placed - I shouldn't have any question about this payment I may have been expected to make. Something needs to be done to ensure customers are somehow PROPERLY informed of this policy.

Customers deserve courteous service and have the right to ask questions and get answers - even if we don't agree with the response.

Business

Response:

February **, 2014

Dear [redacted]:

This letter is in response to the initial complaint (ID# [redacted]) filed by my patient [redacted]. It should be noted that [redacted] and her son had scheduled appointments for 12/*/2013 and they failed to show up, however her husband and stepson did come in and were seen on that day. The change in family members does not represent [redacted] and her son showing up for their appointments, nevertheless the broken appointment fee was waived. Then on 12/**/2013 [redacted] and her son missed their scheduled appointments and yet again the broken appointment fee was waived for both. When the appointments were rescheduled [redacted] was informed that if they were missed or the office was not given 24 hours notice to cancel or reschedule that each appointment would be charged with a $50 broken appointment fee. On 1/*/2014 both [redacted] and her son failed to show up for their appointments and when we called her the patient first stated that she forgot then she declared that she had over slept. Unfortunately due to the proximity of the office closing we were not able to have her come in the same day. [redacted] was informed of the broken appointment fees for her and her son for the last missed appointments and she stated that she was not going to pay them and to simply send her to collections for them.

When [redacted] called to request the copying of records she was asked if they were for both her and her son since she did not specify whose records she had wanted copied. Questioning whose records [redacted] had wanted copied was merely a question for her request to be completed with accuracy and nothing further. The broken appointment fee is not new to the office and a sign is posted in the office stating that a fee will be charged to all appointments cancelled with less than 24 hour notice.

Sincerely Yours,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello,

Just an update as I did a second reading of the response from Plaza Dental.

The business' response really implies that I refused to pay the amount stated which is a gross misrepresentation.

I did not refuse to pay and they were paid promptly.

I, therefore, still don't know why I was not sent a bill but referred to collections instead. I simply requested my record to take my business elsewhere, something I'm entitled to do without retribution.

I do not consider this matter resolved and at this point I should at least be paid the courtesy of an apology.

Warm Regards