Trinity Alps Realty

At [redacted] we have a 24 hour cancellation policy that all patients are made aware of when they call to schedule an appointment. With that said there are exceptions to every rule, and at [redacted] military service is definitely one of those exceptions. When he called, he stated that he had to work...

but never mentioned being In the National Guard or that he was called to active duty. Furthermore, nowhere on any of his paperwork or documentation that he had filled out with us, does it mention him being active military or in the National Guard. Actually, he has a non-military, civilian job listed as his employer. Also, he is not taking advantage of our active duty military discount either. Therefore we had no way of knowing this was because of active military duty. The first time we were notified that he was in the National Guard and needed to cancel due to Military commitment was when his wife contacted us to argue the charges. As soon as my staff was notified of his military status they relayed that info to me. * immediately contacted his wife and not only did I apologize for the mistake but we refunded 10D% of the charges immediately. From the time she notified me of the issue until the time we fixed the mistake and gave him a full refund was less than 24 hours. We are unsure why he still chose to make a complaint, given the fact all of this was resolved immediately and he has already received a refund. Given the circumstance, I'm not sure what else we could have done to provide him with the exceptional customer service that our patients are used to receiving from [redacted]. We are disappointed this misunderstanding took place, and we took all the steps we could to provide the highest level of customer service once we were notified of the facts and what the problem was.