The Smiling Place

Thank you for contacting us in regard to the complaint you received from [redacted] *** Upon investigation of the situation it has been determined that we are unable to verify if the damage occurred to the glass prior to being picked up or after it was removed from our premises as the glass was wrapped in paper and taped by the supplier Based on the circumstances of this complaint, Frank’s Glass has implemented new procedures where all wrapped items should be unwrapped and inspected prior to removal from the premises A customer sign-off will be required upon inspectionAll mirrors ordered through Frank’s Glass are custom cut to size, thus returns are not accepted In addition, Mr [redacted] was also provided with an additional andscot bracket at no charge (value $15) when he picked up the replacement mirror Frank’s Glass has been in business for over years and has had a stellar service record over this period We pride ourselves on providing world class customer service We regret that Mr [redacted] experienced an issue with the mirrors he ordered As a result, in good faith, we will reimburse Mr [redacted] the $incurred for the cost of the replacement mirror As noted, in the future we will inspect all product prior to leaving the premises to ensure there is no dispute with whether the product was damaged prior to or after leaving our business

Dear *** ***,Thank you for contacting usHIPAA laws require us to protect our patients' privacy; therefore, it is our policy to speak directly to patients regarding any concernsWe are not able to confirm or deny that this person is a patient

Complaint:
***
I am rejecting this response because:Aloha,
As a patient with the smiling place I do believe that being talked to on the telephone in a non professional manner is somewhat rude and un justBut it is alright on my end as long as we can resolve this issue at the source and no longer need anything moreThank you for your response and I do look forward to conducting business with the smiling place in a professional and adult manner
Sincerely,
*** ***

No sir/ ma'am and the issue is still unresolved. They seem to have worded the Hiaa law and it's privacy among patients correctly.

Thank you for contacting us in regard to the complaint you
received from [redacted].  Upon
investigation of the situation it has been determined that we are unable to verify
if the damage occurred to the glass prior to being picked up or after it was removed
from our premises as the...

glass was wrapped in paper and taped by the
supplier.  Based on the circumstances of
this complaint, Frank’s Glass has implemented new procedures where all wrapped
items should be unwrapped and inspected prior to removal from the
premises.  A customer sign-off will be
required upon inspection. All mirrors ordered through Frank’s Glass are custom
cut to size, thus returns are not accepted. 
In addition, Mr. [redacted] was also provided with an additional andscot
bracket at no charge (value $15) when he picked up the replacement mirror.  Frank’s Glass has been in business for over
40 years and has had a stellar service record over this period.  We pride ourselves on providing world class
customer service.  We regret that Mr.
[redacted] experienced an issue with the mirrors he ordered.  As a result, in good faith, we will reimburse
Mr. [redacted] the $87 incurred for the cost of the replacement mirror.  As noted, in the future we will inspect all
product prior to leaving the premises to ensure there is no dispute with
whether the product was damaged prior to or after leaving our business.

Complaint: [redacted]
I am rejecting this...

response because:
Aloha,As a patient with the smiling place I do believe that being talked to on the telephone in a non professional manner is somewhat rude and un just. But it is alright on my end as long as we can resolve this issue at the source and no longer need anything more. Thank you for your response and I do look forward to conducting business with the smiling place in a professional and adult manner.
Sincerely,
[redacted]