Thakker Dental Group

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ To whom it may concern: My name is [redacted] and I am writing a response to the complaint you have received from [redacted] ***I spoke to [redacted] on June 19th- she stated she is in Florida and told me her daughter is here visiting her grandmother and has a toothacheWe discussed how old her child is and I did tell her we do accept children that age and younger if they are cooperativeShe told me the child has Florida state medical card and asked if we accepted it, I told her we do participate with Illinois medicaid and I would be happy to look into seeing if they would pay for her dental treatment but she would have to pay the out of pocket cost first, and if Florida paid she could get reimberesed.We discussed how much a limited exam and xrays would be, I mentioned to her we have different coupons sometimes on [redacted] and maybe one of those would be a cheaper option for herI scheduled the child to come in first thing Monday morningShe faxed me a copy of the insurance card and her drivers license and a permission slip for her mother (the childs grandmother) to bring her in for treatmentI scheduled her for the following Monday morning being the 22ndThat morning they came in a few minutes lateThe grandmother filled out our new patient information sheet and I asked the grandmother for payment for the limited exam and xray- she replied the mom had a [redacted] coupon- I told her I would need that emailed to me to redeemAt first she only sent a screen shot of one of the coupons, I told her it had to be purchased and the recite with the bar code is what was needed.She bought the new patient exam cleaning and xrays couponThis took about minutes before staff could take the child back- the grandmother did go with herAfter the exam and cleaning - a treatment plan was given to the grandmother concerning a couple of teeth that needed treatmentIt gave an out of pocket cost because we had not had time to verify Floridas eligibility or payment process if any for an Illinois dentistWe were not able to start treatment due to the time it took for paperwork but the grandmother scheduled for our next availableAfter the child left the mother called back to the office and spoke with another employee asking questions concerning the diagnosis, she was not happy the cost and reason the child needed a pulpotomy on a baby toothShe said she was going to have the child go to another dentist and asked for records to be given to the grandmother so that she could take them somewhere elseAt that time the front desk was told there were no bite wing xrays taken, the child has a very small mouth and would not have been comfortableThe doctor did not need an xray to diagnose what had been treatment planned, the visual decay was protocal on a child this sizeWhen this was told to the mother she became very upset and asked if we did that because they are black, we attempted to assure her this was not uncommon for a child so small, we offered to take a panoramic xray, an xray of the entire mouth on one film at no additional charge so that she would have the xray to take to another office for a second opinionShe scheduled a time when she thought the grandmother could bring her back to do so [redacted] called back a couple of hours later and spoke with an employee stating she no longer wanted the xray done, she made comments concerning our motives and degrading statements about Dr.Thakkers knowledge and compitance and just wanted her money backShe was told she would have to call back and speak with me the next dayThe next day I recieved a call from [redacted] and knew the reason she was calling- she reiterated she no longer wanted any xrays done reguardless and didnt trust our office any longer, I told her I understood her frustration and apologizedShe then wanted to proceed to berate and belittle me on the doctors knowledge and practice, I told her I disagreed with her opinionI told her I would have to speak with the office owner concerning any refund, [redacted] said "well I expect you guys to nickel and dime me over the other things done" to which I told her I didnt know what the owner would say or doShe wanted to continue the conversation raising her voice with me until I said to her I would talk to the owner and call her backI called her back the next day to let her know that we would not be refunding her [redacted] costWe still offered the panoramic xray to be done so that she could take it to another dentistShe was not happy and said she would not let us take the xray, she started to get upset and raise her voice making untrue accusations against the doctor and staffI told her I would not stay on the phone to listen to her berate and belittle us any longer, I told her thank you and have a nice day and hung upShe called back a couple minutes later and asked to speak to the owner or doctor, I told her neither was available to do so but I would be happy to pass a message along for them to call her, she asked where they were at and I told her I was not able to answer those questions but would let them know she wanted to speak to them, she asked "am I going to have to go the Revdex.com to complain, because I'm not just going away" I tried to reassure her she was not being ignored, that I was not going to argue with her, I only wanted her to be happy and her daughter to receive the care she neededI passed along her name and number for them to call and that was the last I know of the situation with ***

Initial Business Response /* (1000, 5, 2015/06/30) */
To whom it may concern: My name is [redacted] and I am writing a response to the complaint you have received from [redacted]. I spoke to [redacted] on June 19th- she stated she is in Florida and told me her daughter is here visiting her grandmother and...

has a toothache. We discussed how old her child is and I did tell her we do accept children that age and younger if they are cooperative. She told me the child has Florida state medical card and asked if we accepted it, I told her we do participate with Illinois medicaid and I would be happy to look into seeing if they would pay for her dental treatment but she would have to pay the out of pocket cost first, and if Florida paid she could get reimberesed.We discussed how much a limited exam and xrays would be, I mentioned to her we have different coupons sometimes on [redacted] and maybe one of those would be a cheaper option for her. I scheduled the child to come in first thing Monday morning. She faxed me a copy of the insurance card and her drivers license and a permission slip for her mother (the childs grandmother) to bring her in for treatment. I scheduled her for the following Monday morning being the 22nd. That morning they came in a few minutes late. The grandmother filled out our new patient information sheet and I asked the grandmother for payment for the limited exam and xray- she replied the mom had a [redacted] coupon- I told her I would need that emailed to me to redeem. At first she only sent a screen shot of one of the coupons, I told her it had to be purchased and the recite with the bar code is what was needed.She bought the new patient exam cleaning and xrays coupon. This took about 45 minutes before staff could take the child back- the grandmother did go with her. After the exam and cleaning - a treatment plan was given to the grandmother concerning a couple of teeth that needed treatment. It gave an out of pocket cost because we had not had time to verify Floridas eligibility or payment process if any for an Illinois dentist. We were not able to start treatment due to the time it took for paperwork but the grandmother scheduled for our next available. After the child left the mother called back to the office and spoke with another employee asking questions concerning the diagnosis, she was not happy the cost and reason the child needed a pulpotomy on a baby tooth. She said she was going to have the child go to another dentist and asked for records to be given to the grandmother so that she could take them somewhere else. At that time the front desk was told there were no bite wing xrays taken, the child has a very small mouth and would not have been comfortable. The doctor did not need an xray to diagnose what had been treatment planned, the visual decay was protocal on a child this size. When this was told to the mother she became very upset and asked if we did that because they are black, we attempted to assure her this was not uncommon for a child so small, we offered to take a panoramic xray, an xray of the entire mouth on one film at no additional charge so that she would have the xray to take to another office for a second opinion. She scheduled a time when she thought the grandmother could bring her back to do so. [redacted] called back a couple of hours later and spoke with an employee stating she no longer wanted the xray done, she made comments concerning our motives and degrading statements about Dr.Thakkers knowledge and compitance and just wanted her money back. She was told she would have to call back and speak with me the next day. The next day I recieved a call from [redacted] and knew the reason she was calling- she reiterated she no longer wanted any xrays done reguardless and didnt trust our office any longer, I told her I understood her frustration and apologized. She then wanted to proceed to berate and belittle me on the doctors knowledge and practice, I told her I disagreed with her opinion. I told her I would have to speak with the office owner concerning any refund, [redacted] said "well I expect you guys to nickel and dime me over the other things done" to which I told her I didnt know what the owner would say or do. She wanted to continue the conversation raising her voice with me until I said to her I would talk to the owner and call her back. I called her back the next day to let her know that we would not be refunding her [redacted] cost. We still offered the panoramic xray to be done so that she could take it to another dentist. She was not happy and said she would not let us take the xray, she started to get upset and raise her voice making untrue accusations against the doctor and staff. I told her I would not stay on the phone to listen to her berate and belittle us any longer, I told her thank you and have a nice day and hung up. She called back a couple minutes later and asked to speak to the owner or doctor, I told her neither was available to do so but I would be happy to pass a message along for them to call her, she asked where they were at and I told her I was not able to answer those questions but would let them know she wanted to speak to them, she asked "am I going to have to go the Revdex.com to complain, because I'm not just going away" I tried to reassure her she was not being ignored, that I was not going to argue with her, I only wanted her to be happy and her daughter to receive the care she needed. I passed along her name and number for them to call and that was the last I know of the situation with [redacted].