Smiles R Us

Complaint: [redacted] I am rejecting this response because: Our family wants a refund of $2,for the failed services by Dr [redacted] and Smiles R UsIt is the money that Dr [redacted] charged for my father’s dental work less the prophylaxis-adult ($85) and analgesia ($40), which I will assume were services actually performed A verbal agreement was given by Dr [redacted] that my dad’s dental work would be completed on Friday, July 1stBased on her affirmation that the crowns would be ready, delivered, and installed on July 1st, I allowed Smiles R Us to do the workShe voided this agreement when she failed to have the crowns available for installation on July 1st As Dr [redacted] has admitted, she chose the lab to do the dental workWhether the lab was negligent and incompetent, the burden should not be placed on the patientThe burden is hers alone Furthermore, the treatment received by the staff at Smiles R Us in trying to get compensation for the service not rendered was deplorableAfter informing ***, a technician at Smiles R Us, of dad’s passing, my sister called several times to work something with them, but no one ever returned her calls With this said, it seems reasonable to be refunded the cost of the crowns in the amount of $2, Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Our family wants a refund of $2,160 for the failed services by Dr. [redacted] and Smiles R Us. It is the money that Dr. [redacted] charged for my father’s dental work less the prophylaxis-adult ($85) and analgesia ($40), which I will assume were services actually performed.
A verbal agreement was given by Dr. [redacted] that my dad’s dental work would be completed on Friday, July 1st. Based on her affirmation that the crowns would be ready, delivered, and installed on July 1st, I allowed Smiles R Us to do the work. She voided this agreement when she failed to have the crowns available for installation on July 1st.
As Dr. [redacted] has admitted, she chose the lab to do the dental work. Whether the lab was negligent and incompetent, the burden should not be placed on the patient. The burden is hers alone.
Furthermore, the treatment received by the staff at Smiles R Us in trying to get compensation for the service not rendered was deplorable. After informing [redacted], a technician at Smiles R Us, of dad’s passing, my sister called several times to work something with them, but no one ever returned her calls.
With this said, it seems reasonable to be refunded the cost of the crowns in the amount of $2,160.
Regards,
[redacted]

I am so sorry about the passing of Mr. [redacted].  I can only imagine what the family must be going through.  I am also very sorry for the bad feelings expressed by his daughter, [redacted], about our office, my staff, and me personally.  I regret that he and we spent so much time on his...

dental work and he was not able to enjoy it.  When he and [redacted] visited the office on June 27th, I felt confident that the crowns could be completed by our favorite local dental laboratory by that Friday, July 1st.  However, I never promised anything regarding the delivery date, since I was not personally responsible for completion of the lab work.   I completed the lab prescription the same evening and requested they rush the work for completion by July 1st at 12pm, a copy of which is attached.  The impressions were picked up by the local laboratory’s courier early the next afternoon.  The lab normally requires 7-10 days for completion of a case, and due to the holiday weekend, they were unable to complete our request for delivery by July 1st, which was entirely beyond our control. In regards to our response to her dispute of the credit card payment, we only provided facts about the dates of service and appointments that were missed on July 1st, after Ms. [redacted] called and discovered the crowns were not ready to deliver, and again on July 6th, when the crowns were in the office and ready to be delivered.  Finally, neither my staff, nor I lied to Ms. [redacted], or broke any promises to her.  We made our best effort to have the lab work completed for delivery by the date she requested. Further, we incurred expense in staff and doctor time, dental materials, and lab fees.  For our work, we charged our normal fee.  When that charge was paid then disputed. We responded with factual information to our credit card processing company. Due to the unfortunate passing of our patient, and the ill-will created between his daughter and our office, I’d like to refund the cost of the lab work, plus the profit we would have made had we been able to deliver the work. This totals $680.  I hope that Ms. [redacted] can find this acceptable and will also accept our sincere condolences regarding her father’s untimely passing.