West Chester Dental Group

In response to [redacted] ’s rejection response: [redacted] is now making monthly payments on her account Again, I apologize that she did not feel she received good customer service I believe all is now Ok as she is making payments and coming in for her scheduled appointments

[redacted] came to our office for orthodontic treatment in October, At the time, she had no insurance and as a self pay patient she made her initial down payment and set up monthly, automatic deductions from her credit card to pay the balance over time In early 2015, [redacted] starting receiving [redacted] benefits and asked to have her treatment submitted to [redacted] for payment After several attempts to have her treatment covered through [redacted] , she was declined coverage Their decision to decline coverage for her ortho is totally out of our hands She was told that she would have to continue paying for her treatment out of pocket Her auto pay has declined times and she actually just called today and made her first payment since February, I am sorry that [redacted] feels our customer service does not meet her expectations However, she does need to keep her account up to date and provide us with a valid credit card for monthly payments as per the original agreement that she signed As long as monthly payments are made as agreed, we would not call her or send her to collection There are not many businesses that would allow a customer to go months without paying for services that were received without follow up phone calls asking for payment What [redacted] calls "harassment" was simply phone calls asking for payment, no one was ever unkind to her, and it was percipitiated by her own actions.We will work together with her to make sure we meet her customer service and communication expectations in the future

While it is our goal to see all patients on time, in the medical business unforeseen emergencies do happen. Or, a patient's care may turn into more time than we scheduled for. We are sorry that this has happened to *** on several occasions but it is very hard to know when
someone's appointment may take a little more time than expected. Someday *** may need a little extra attention beyond her appointment time and she might better understand how this can happen. We have called *** to discuss her concerns. As of today, she has not returned our phone call. We will try to work with her to schedule times that are least likely to have a wait, such as the first appointment in the morning or the first appointment after lunch.Please don't hesitate to contact us in the future if *** doesn't feel like this has been resolved to her satisfaction.Jayne M***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The issue is I did not miss payments although I was told repeatedly by the person that works at this establishment that I would not have to pay until they figured out if they would cover it or notBad business is practiced here by telling a customer they don't have to pay and calling it "missed payments" and still trying to run my credit card while telling me thisI have had bad communication with this company from calling in and never getting a call back from the nastiness of the employees at this establishmentWhen I came in in December for a check up I was harassed for payment and I gave them the same card that they had on file againI told them to run my card on Thursday and if it didn't go through to give me a call because my bank was not allowing them to withdraw from my accountNo one ever gave me a call, and when they did the first thing said to me was if you dont make a payment we are sending you to collections because you have missed nine paymentsMy issue with the company is how they are lying and trying to make a mess of my account that is not payments overdue, and being very rude to me when I talk to themCustomer service is HORRIBLE I leave messages that are NEVER returned, and I have to deal with someone being rude to me when I was told something different by the person handling my accountMy issue is that West chester dental group is telling me I am payments behind when I was told I would not have to pay until my insurance was finalizedFrom my understanding it was finalized in November so how am I payments behind? I feel lied to and taken advantage from and I am extremely unhappy.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have varied my appointment times from first in the morning at 7am (this appointment was 20 minutes late and an addition 10 minutes waiting in the room waiting on Dr. G[redacted] to arrive.) I was told by the assistant that he's always late and she's glad I spoke up and complained. Appointments at 830am are late and even my consultation originally around noon was 45 minutes late. Although I do agree "things happen," consistently tardy appointments are not acceptable.
Regards,
[redacted]

[redacted] came to our office for orthodontic treatment in October, 2014.  At the time, she had no insurance and as a self pay patient she made her initial down payment and set up monthly, automatic deductions from her credit card to pay the balance over time.  In...

early 2015, [redacted] starting receiving [redacted] benefits and asked to have her treatment submitted to [redacted] for payment.  After several attempts to have her treatment covered through [redacted], she was declined coverage.  Their decision to decline coverage for her ortho is totally out of our hands.  She was told that she would have to continue paying for her treatment out of pocket.  Her auto pay has declined 9 times and she actually just called today and made her first payment since February, 2015.  I am sorry that [redacted] feels our customer service does not meet her expectations.  However, she does need to keep her account up to date and provide us with a valid credit card for monthly payments as per the original agreement that she signed.  As long as monthly payments are made as agreed, we would not call her or send her to collection.  There are not many businesses that would allow a customer to go 10 months without paying for services that were received without follow up phone calls asking for payment.  What [redacted] calls "harassment" was simply phone calls asking for payment, no one was ever unkind to her, and it was percipitiated by her own actions.We will work together with her to make sure we meet her customer service and communication expectations in the future.

In response to [redacted]’s rejection response: [redacted] is now making monthly payments on her account.  Again, I apologize that she did not feel she received good customer service.  I believe all is now Ok as she is making payments and coming in for her scheduled appointments.