Rene Vela Dental Center

July 7, sans-serif;">Re: Respond to patients complaint Re: [redacted] We provided dental services to the patient within the standard of careThe patient was unhappy with the removable partial dentures which were fabricated for himHe was seen multiple times after the delivery of the partials for follow ups and adjustmentsThe partials were well made and fit wellThe patient was just not going to wear the partials we made for himAs the patient kept complaining, he was becoming more and more aggressive and rude with the staffThe patient was informed that we would gladly see him for additional adjustments if needed When he told our staff that "he wanted his money back"—we did thatWe have written checks for a total of ($ check # and for $820, check # 2028) as refund checks We had done other procedures which were non-refundableThe patient was informed of thisA letter with the initial refund check was sent to the patient which detailed all issues, bills, lab expenses, policies, etc *the refunds were for the upper and lower partialsWe initially subtracted the "lab costs" and "financing costs" which Dr [redacted] had to pay so the patient could get the financingAfter the patient insisted he wanted additional money back, Dr [redacted] was able to get the lab to "write off" the lab costs incurred and paid on the patients' treatment (lab on partials)So, this amount of $was refunded We have refunded a total of $ to the patientWe gave the patient a 15% discount OFF his work, we paid a FEE to get him financedthe fee which we paid Care Credit was not refunded to the patient We have done all we can for this patient NOTE: In summary: 1) we provided excellent dental care to the patient with excellent customer service, 2) we provided a 15% discount, 3) we were able to get the patient financing, 4) the partials fit well, 5) we provided the patient a refund as to our policy,...and still we get a complaint filed against us

Complaint: [redacted] I am rejecting this response because: There is still something he can do for me; take a closer look at how the refund was figuredI can point out the errors But first I'd like to response to his letter I was never rude to his assistants who worked with meMy impatience was obvious after three adjustments; that's three separate trips to the clinic and the partials caused harm to my tongue and gumsI absolutely could not wear those partialsThey might have looked pretty and perfect to the Doctor, but they were unbearableBelieve me, I so wanted them, they looked fine, but didn't fit right The staff was not rude, that is, the dental assistants The Doctor's attitude towards me was rudeThe fact that he wouldn't even talk to me about the refund is what caused me to look for a third party to voice my complaint Here are the errors: 1) What the Finance Cocharged him is not in our contract at all Dr [redacted] deducted it twice.............$ 2) The four fillings were discounted to $552.00, he deducted $650.00; a difference of 3) He failed to include my first payment with personal check # The total of this errors is what still is due of the refund.................................$ Another way that proves it: Total paid by checks and loan...............................................................................⇄ Total deductions; four fillings...$@ 15% discount - Amount of Refund and cost of partials......................$ Amount refunded so far- Refund still due................................................................................⇄ So again, I'm asking him to do the right thing...that refund means a lot to me, it's more than half my monthly S.Scheck Regards, [redacted] ***

July 7, 2014
sans-serif;">Re: Respond to patients complaint
Re: [redacted]
We provided dental services to the patient within the standard of care. The patient was unhappy with the removable partial dentures which were fabricated for him. He was seen multiple times after the delivery of the partials for follow ups and adjustments. The partials were well made and fit well. The patient was just not going to wear the partials we made for him. As the patient kept complaining, he was becoming more and more aggressive and rude with the staff. The patient was informed that we would gladly see him for additional adjustments if needed.
When he told our staff that "he wanted his money back"—we did that. We have written checks for a total of ($ 1125.03 check # 1987 and for $820, check # 2028) as refund checks.
We had done other procedures which were non-refundable. The patient was informed of this. A letter with the initial refund check was sent to the patient which detailed all issues, bills, lab expenses, policies, etc...
*the refunds were for the upper and lower partials. We initially subtracted the "lab costs" and "financing costs" which Dr. [redacted] had to pay so the patient could get the financing. After the patient insisted he wanted additional money back, Dr. [redacted] was able to get the lab to "write off" the lab costs incurred and paid on the patients' treatment (lab on partials). So, this amount of $820 was refunded.
We have refunded a total of $ 1945.03 to the patient. We gave the patient a 15% discount OFF
his work, we paid a FEE to get him financed....... the fee which we paid Care Credit was not refunded to the patient.
We have done all we can for this patient. 
NOTE: In summary: 1) we provided excellent dental care to the patient with excellent customer service, 2) we provided a 15% discount, 3) we were able to get the patient financing, 4) the partials fit well, 5) we provided the patient a refund as to our policy,...and still we get a complaint filed against us

Complaint: [redacted]
I am rejecting this response because: There is still something he can do for me; take a closer look  at how the refund was figured. I can point out the errors.  But first I'd like to response to his letter.
 
I was never rude to his assistants who worked with me. My impatience was obvious after three adjustments; that's three separate trips to the clinic and 
the partials caused harm to my tongue and gums. I absolutely could not wear those partials. They might have looked pretty and  perfect to the Doctor, 
but they were unbearable. Believe me, I so wanted them, they looked fine, but didn't fit right.
 
The staff was not rude, that is, the dental assistants.  The Doctor's attitude towards me was rude. The fact that he wouldn't even talk to me about the refund is what caused me to look for a third party to voice my complaint.
 
Here are the errors:    1)  What the Finance Co. charged him is not in our contract at all.  Dr. [redacted] deducted it twice.............$628.60
                                     2)  The  four fillings were discounted to $552.00, he deducted $650.00; a difference of........................    97.50
                                     3)  He failed to include my first payment  with personal  check #1801.......................................................  201.87
                                                          The total of this errors is what still is due of the refund.................................$927.97
Another way that proves it:
Total paid by checks and loan...............................................................................⇄ 3425.50
Total deductions;  four fillings...$650.. @ 15% discount.................................................................  - 552.50
Amount of Refund and cost of partials...................................................................... ......................$2873.00
Amount refunded so far................................................................................⇄ -1945.03
 
Refund still due................................................................................⇄ 927.97
 
So again, I'm asking him to do the right  thing...that refund means a lot to me, it's more than half my monthly S.S. check.
 
 
 

Regards,
[redacted]