Smoky Mountain Times

As explained in previous communications, we are more than happy to schedule [redacted] for an appointment to have DrM [redacted] look at the dentures in his mouth to diagnosis and treat the issues Our goal is for [redacted] to be a satisfied patient and to have a smile he is proud of Mulcahy Dental is not refusing any agreement or satisfactory results[redacted] has several issues listed with the dentures and those issues need to be addressed with the doctor and the patient and of course the dentures Again, we are not refusing to work and make [redacted] happy/satisfied Please let me know what day [redacted] can make an appointment to resolve this as soon as possibleThank you for your time.Pauline V***Practice Administrator

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com:(reference to complaint ID [redacted] ) I reviewed the response and accepted their offer to visit, and did visit the office on Wednesday October 21, at 9:am DrM [redacted] reviewed my discomfort problem, explained some things, and then gave me a refund check, in exchange for the dentures The refund check is dated October 23, so I could not deposit it on Wednesday, but I plan to deposit it on Friday which is the 23rd (the date on the refund check) This resolution is satisfactory to me Regards, [redacted]

To whom it may concern:12/2/- [redacted] was seen in our office as a New Patient, at that time [redacted] completed new patient paperwork, in that paperwork he indicated he experiences lip and cheek biting and blisters on lips or mouth His last dental visit was in [redacted] seen DrF*, DrF [redacted] did impressions for new dentures, [redacted] decided to purchase the Individualized dentures set (considered our best set) The price of the Individualized dentures includes Same Day fees, yrwarranty, free adjustment At 11:am that same day [redacted] was seen by DrF [redacted] for his wax trial We offer wax trials to our patients to allow them to try in the dentures set up in wax, at the wax trial this allows time for the patient to make any changes to the dentures before the denture is sent to the lab for final processing After trying in the dentures at the wax trial, [redacted] approved the look and fit of the dentures and okaying for final process (see attached labeled #1) [redacted] came back later the day to pick up the dentures, no adjustments were needed at that time.12/8/- [redacted] came into the office and seen DrF [redacted] for adjustments on his dentures (which is very common when receiving a new pair of dentures)12/9/- I received an email from [redacted] , stating he has some concerns regarding his dentures Lip biting, and not being able to see the upper teeth when smiling.12/18/- [redacted] was seen by DrM [redacted] , DrM [redacted] decided at the appointment he would remake the dentures at no additional cost to the patient to fix the issues [redacted] had [redacted] came back at 3:pm that day for his wax trail Again signed off approving the looks and fit of the dentures and okaying to final process(see attached labeled #2)12-19/- [redacted] came back to our office DrM [redacted] delivered his dentures, made a slight adjustment to the denture.12/24/- [redacted] was seen in our office by DrM [redacted] for an adjustment on his dentures months went by with no contact from [redacted] stating he was having issues with the dentures.6/1/- I received an email from [redacted] requesting partial refund for his dentures Stating he is still biting his lip, there were adjustment spots needed and the look of the teeth slanting outward I returned [redacted] 's email apologizing for his discomfort with the dentures and ask him what day and time would work best for him to come in and let DrM [redacted] address and fix these issues since we haven't seen or heard of any issues for months [redacted] stated he did not want to make the drive to our office unless we would guarantee him a refund I responded to [redacted] that I can not guarantee him a refund with out the doctor seeing him [redacted] proceeded to send pictures of the dentures in and out of his mouth and did try to explain the issues I again offered appointment days and times to [redacted] to come into our office to allow DrM [redacted] to take a look at him I explained to [redacted] we are willing to work with him to correct the issues, but he did not want to come in unless he was going to get somewhat of a refund I explained again, I could not agree to that until DrM [redacted] looked at the dentures I again offered him an appointment time, no response.During the back and forth emails [redacted] kept referring to involving a third party, if we can't come up with an agreed refund amount I again explained, we can not make a decision on pictures, we as a dental office need to see the patient to see what we can do (if anything) to fix the issues If there is nothing we can do, we will obviously "make good" on our end [redacted] did not want it that way We are not refusing any actions on our end, just simply needing to see the patient with the dentures, after a month period of not hearing ANYTHING from him With [redacted] not seeing a dentist since 1988, we can only assume his prior dentures were that old also, when getting a new set of dentures they will not obviously look or feel the same way as the year old dentures do Again, we are willing to work with the patient to make him happy but will not willing to agree on a refund amount unless seeing that we can not make the denture right for him As far as the senior/veteran discount, the amount is $ I was going to give to him at his appointment, but will put into the mail today.I can send you any needed paperwork needed, please let me know.Thank you!

DrM*** can see *** *** at 9:am tomorrow 10/or 9:am Wednesday 10/21?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and with some clarification/additional specifics regarding "what they mean", I may accept their offer Also, should the Revdex.com need proof of anything said in email communications between me and them previously, I can send any or all emails if the Revdex.com wants to review them I am a retired federal auditor and keep detailed records. For your reference, details of the offer I reviewed appear below From the start, I have sought a win-win solution to this issue.Their offer says/implies they might agree to a refund if they cannot make the denture right for me Does making the denture right for me mean "they are willing to make new dentures to replace my current ones, including adjustments and the remaining 4+ years of warranty"? If so, I would agree to that Or, if they prefer to just give me a partial refund upon seeing me and verifying the problem, I would agree to that also, as it would be better for me health-wise If they might choose the partial refund, I want to know if they agree to the amount I requested If not, what? A new denture set is definitely better for me financially, but less desirable health-wise It will be stressful for me to visit them multiple times for new dentures I assumed, maybe incorrectly, that it was better for them to give me a partial refund, rather than to make a new denture set.Update- The $check for the senior discount arrived today Not receiving it earlier was a factor affecting my trust, because their email of July 14, they said "The 10% discount is not a problem, I apologize for not giving the discount at the time of service, the discount will be given on the office visit of $as we do not offer the discount on lab work. I will mail the check for the $discount to you." I waited a month for the check before filing my complaint about the dentures, and it never came until after I filed my complaint.Their response said I did not respond to requests to visit, but I did Their most recent request for me to visit came on July 20, and I replied on July that I would come in for them to verify my problem They did not reply; and July was their last email to me As with the senior discount check, I waited a month for any response before I filed my complaint My confidence and trust are shaken, and that is what will make visits very stressful. They say they didn't hear from me for months, and that is true, but my first email to them on June explained why (e.gwinter trip to Florida), plus it explained my frustrated attempts to adjust to the dentures.Again, I can send you any or all email correspondence, or pictures of the dentures themselves, some having captions to explain the problem
Thank you and Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I am willing to visit tomorrow at pm (ThursOct 15) to hopefully see if we can resolve this If tomorrow does not work, I can visit on Monday or Wednesday of next week at pm (i.eOctor 21)
Regards,
*** ***
Business previous reply:As explained in previous communications, we are more than happy to schedule *** *** for an appointment to have DrM*** look at the dentures in his mouth to diagnosis and treat the issues. Our goal is for *** *** to be a satisfied patient and to have a smile he is proud of. Mulcahy Dental is not refusing any agreement or satisfactory results.*** *** has several issues listed with the dentures and those issues need to be addressed with the doctor and the patient and of course the dentures. Again, we are not refusing to work and make *** *** happy/satisfied. Please let me know what day *** *** can make an appointment to resolve this as soon as possible. Thank you for your time.Pauline V***

To whom it may concern:12/2/14 - [redacted] was seen in our office as a New Patient, at that time [redacted] completed new patient paperwork, in that paperwork he indicated he experiences lip and cheek biting and blisters on lips or mouth.  His last dental visit was in 1988.  [redacted]...

seen Dr. F[redacted], Dr. F[redacted] did impressions for new dentures, [redacted] decided to purchase the Individualized dentures set (considered our best set).  The price of the Individualized dentures includes Same Day fees, 5 yr. warranty, 6 free adjustment.  At 11:30 am that same day [redacted] was seen by Dr. F[redacted] for his wax trial.  We offer wax trials to our patients to allow them to try in the dentures set up in wax, at the wax trial this allows time for the patient to make any changes to the dentures before the denture is sent to the lab for final processing.  After trying in the dentures at the wax trial, [redacted] approved the look and fit of the dentures and okaying for final process.  (see attached labeled #1).  [redacted] came back later the day to pick up the dentures, no adjustments were needed at that time.12/8/14 - [redacted] came into the office and seen Dr. F[redacted] for adjustments on his dentures (which is very common when receiving a new pair of dentures)12/9/14 - I received an email from [redacted], stating he has some concerns regarding his dentures.  Lip biting, and not being able to see the upper teeth when smiling.12/18/14 - [redacted] was seen by Dr. M[redacted], Dr. M[redacted] decided at the appointment he would remake the dentures at no additional cost to the patient to fix the issues [redacted] had.  [redacted] came back at 3:00 pm that day for his wax trail.  Again signed off approving the looks and fit of the dentures and okaying to final process. (see attached labeled #2)12-19/14 - [redacted] came back to our office Dr. M[redacted] delivered his dentures, made a slight adjustment to the denture.12/24/14 - [redacted] was seen in our office by Dr. M[redacted] for an adjustment on his dentures.  6 months went by with no contact from [redacted] stating he was having issues with the dentures.6/1/15 - I received an email from [redacted] requesting partial refund for his dentures.  Stating he is still biting his lip, there were adjustment spots needed and the look of the teeth slanting outward.  I returned [redacted]'s email apologizing for his discomfort with the dentures and ask him what day and time would work best for him to come in and let Dr. M[redacted]  address and fix these issues since we haven't seen or heard of any issues for 6 months.  [redacted] stated he did not want to make the drive to our office unless we would guarantee him a refund.  I responded to [redacted] that I can not guarantee him a refund with out the doctor seeing him.  [redacted] proceeded to send pictures of the dentures in and out of his mouth and did try to explain the issues.  I again offered appointment days and times to [redacted] to come into our office to allow Dr. M[redacted] to take a look at him.  I explained to [redacted] we are willing to work with him to correct the issues, but he did not want to come in unless he was going to get somewhat of a refund.  I explained again, I could not agree to that until Dr. M[redacted] looked at the dentures.  I again offered him an appointment time, no response.During the back and forth emails [redacted] kept referring to involving a third party, if we can't come up with an agreed refund amount.  I again explained, we can not make a decision on pictures, we as a dental office need to see the patient to see what we can do (if anything) to fix the issues.  If there is nothing we can do, we will obviously "make good" on our end.   [redacted] did not want it that way.  We are not refusing any actions on our end, just simply needing to see the patient with the dentures, after a 6 month period of not hearing ANYTHING from him.  With [redacted] not seeing a dentist since 1988, we can only assume his prior dentures were that old also, when getting a new set of dentures they will not obviously look or feel the same way as the 27 year old dentures do.  Again, we are willing to work with the patient to make him happy but will not willing to agree on a refund amount unless seeing that we can not make the denture right for him.  As far as the senior/veteran discount, the amount is $7.50.  I was going to give to him at his appointment, but will put into the mail today.I can send you any needed paperwork needed, please let me know.Thank you!

As explained in previous communications, we are more than happy to schedule [redacted]  for an appointment to have Dr. M[redacted] look at the dentures in his mouth to diagnosis and treat the issues.  Our goal is for [redacted] to be a satisfied patient and to have a smile he is proud of.  Mulcahy Dental is not refusing any agreement or satisfactory results.[redacted] has several issues listed with the dentures and those issues need to be addressed with the doctor and the patient and of course the dentures.  Again, we are not refusing to work and make [redacted] happy/satisfied.  Please let me know what day [redacted] can make an appointment to resolve this as soon as possible. Thank you for your time.Pauline V[redacted]Practice Administrator

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:(reference to complaint ID [redacted])
I reviewed the response and accepted their offer to visit, and did visit the office on Wednesday October 21, at 9:30 am.  Dr. M[redacted] reviewed my discomfort problem, explained some things, and then gave me a refund check, in exchange for the dentures.  The refund check is dated October 23, 2015 so I could not deposit it on Wednesday, but I plan to deposit it on Friday which is the 23rd (the date on the refund check).   This resolution is satisfactory to me. 
Regards,
[redacted]