Premier Smiles Orthodontics

Revdex.com spoke with the consumer via phone:She did speak with the general manager and an appointment is scheduled for Tuesday, March to remove the braces She considers the matter resolved

Dear *** ***, Thank you for your communication regarding Patient *** ***I have reviewed this patient complaint with both office managers that were involved. I have also reviewed the patients account notes regarding her interactions with both offices and the front
desk associatesWe are required to document in the patients account all interactions, positive or negativeDocumentation was very extensive regarding this patient as she was cursing at the front desk associates and had to be transferred to the office Manager in two different officesShe initially was upset that she thought she was scheduled on a non-patient day and insisted on being seen after having flown in from Florida. Unfortunately with no Doctor we could not see the patient the day she was requestingShe would not allow Sheila to offer a resolution, due to her immediate upset. The date in question was not a scheduled day for our Shaker officeWe are often closed on FridaysWe do however see patients once a month on Saturdays to accommodate our out of state patientsWe have three offices (Shaker, Parma and Warrensville) that alternate seeing patients once a month on Saturdays for our college and out of state patientsUnfortunately Sheila was not able to get very far in her discussion with the patientThe patient stated she was calling the Revdex.com on Sheila and disconnected before a resolution could be foundThe patient contacted our Parma officeThe Parma office manager was met with very aggressive language after a front desk associate not being able to handle the call due to abusive language and cursing. Only after we credited for her inconvenience did the patient calm downThe Parma Manager stated that the patient seemed to be happy with the resolution and was intending on continuing her treatment at our Parma locationAt this timeI would not add any further resolution other than scheduling her next appointmentWe have monetarily compensated the patient Sincerely, Jamie R***Office ManagerPremier Smiles WHPhone: 216-464-

Company responded via phone:Company attempted to contact consumer and apologize that she was was given wrong information. Company is going to take the braces off free of charge and had left a message for the consumer on her voicemail. They will attempt to contact the consumer again
tomorrow

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
Regards,
*** ***

August 18,
To Whom It May Concern:
This letter is in response to a complaint, ID ***, regarding *** ***
We are aware of the incident that has occurred with Ms*** and have been in constant communication with her in order to rectify the situation
We originally issued
a refund to the customer in the amount of $We have also issued a refund in the amount of $which represents one months bill and a NSF Fee in the amount of $Due to the inconvenience we have also given her and additional discount for $We have spoken to the patient and have apologized for the inconvenience
This is an isolated incident and is not indicative of who we are as a practiceWe at Premier Smiles Orthodontics take pride in giving great customer service to all of our patients and responsible partiesWhile this unfortunate event has taken place, we are happy to say that we have retained Ms*** as another satisfied patient
Cordially,
Premier Smiles Orthodontics

Revdex.com spoke with the consumer via phone:She did speak with the general manager and an appointment is scheduled for Tuesday, March 13 to remove the braces.  She considers the matter resolved.