Yellowstone Family Dentistry

I am rejecting this response because:There are several inconsistencies in this business response. I made it very clear when I made my first appointment that one of the reason's I selected Yellowstone for my dental work was because I was interested in the free bleaching promotion. I also asked the hygienist again at my first cleaning and I asked again when I made my rescheduled appointment for my crown work.I was scheduled for a cleaning on 6/and did not learn about the added periodontal check until that morning. I was told on the phone that the dentist added the check even though the standard of care was 1yr and I wasn't technically due for several months.I did not receive the paperwork for free whitening until I sent a direct email and in the email, I was informed that I 'had' been eligible for the service. I would like to know how many new patients actually received free whitening? Please provide this information to the Revdex.com.I will gladly take my business to another dentist

11/8/17Response to Revdex.com from Yellowstone Family Dentistry regarding complaint from *** ***ID # ***Dear *** ***, Thank you for taking the time to speak with me over the phone and explain the situation more thoroughly, I really appreciate it. I hope the information provided
can get this situation resolved quicklyIn addition to my response, I have enclosed a copy of our Office Policies paperwork that *** signed the day of her new patient exam.Per our discussion, I have been informed of several concerns *** has with our officeThe first of these is in regards to charges related to our "broken appointment" policy. At the first appointment in our office, all new patients fill out our office policies paperwork and sign that they have read itIncluded in this paperwork is our "broken appointment" policy which clearly states that should a patient need to cancel an appointment to kindly give us hours notice to avoid a chargeWe are sympathetic and understand that emergencies arise and that things can happen that our patients cannot controlThat is why when there is a legitimate reason for a patient’s failure of an appointment or a last minute cancellation, we will usually waive the fee for them as a courtesyHowever, if this issue becomes a more frequent problem, we reserve the right to enforce our office policyThis fee is designed to keep people from consistently missing appointments or cancelling last minute. In ***'s case she became a new patient at my office on 10/5/16. At this first appointment she was given our paperwork which included our "broken appointment" policy which she signed that she had read and received it (see included signed copy)*** got her initial exam completed followed by a cleaning on 11/29/Her next appointment was scheduled for a crown on 12/15/which was cancelled and postponed through our online scheduling service Revenue Well on 12/12/17(There was no direct contact and appointment was cancelled through our service)***'s original crown appointment was then rescheduled to 2/6/by herShe kept this appointment and was seen again for the delivery of the crown on 2/28/She was then seen for the last time in our office on 3/30/for a fillingShe left that day with her next scheduled appointment on 6/29/for her cleaningOn the morning of 6/29/less than two hours prior to her scheduled appointment she called and cancelled due to cost of appointmentOur staff tried to assist her with a financial arrangement and payment plan in order to keep her appointment and she refusedAt no time was it mentioned to our staff that she had corresponded electronically to cancel this appointmentAlthough her appointment was cancelled only two hours prior, our broken appointment fee was posted, but not charged, as this was the first incidence of *** cancelling with less than hours noticeShe was rescheduled at her request to 8/24/for the cleaningOn 8/24/*** again called less than hours prior to her cleaning appointment and cancelledThis time she did not reschedule and the broken appointment fee was enforced as this was the second consecutively cancelled appointment without sufficient noticeAgain at no time were we informed that she had corresponded through Revenue Well to cancel the appointmentSince receiving her complaint to the Revdex.com we have researched her account and have found no record of any electronic correspondence from *** in the audit trail and therefore feel we are just in our broken appointment charge.The second issue to be addressed was the claim that she is being "up sold" services without her permissionThis was in regards to our fee for the "comprehensive periodontal evaluation" that is done at the second cleaningThis is a measurement and evaluation of the pocket depth around each tooth to determine the health of the tooth and tissues involvedIt is routinely done once annually and is alternated at cleaning appointments with periodic exam and filmsThis is the standard of care set by the Dental Board of California, not our office, and our office will not compromise to operate below the standard of careTo ask us to do so would be completely unethical. The last issue of concern was over our in house promotion of "free bleaching for life" that we offer our new patients. This promotion allows new patients to receive, free of charge, bleaching trays and materials annuallyThere are however certain conditions that apply and we ask that the promotion be mentioned when schedulingThis allows our office staff to explain how the promotion works and what the stipulations are as well as to have the patient sign an agreement sheet for the promotionThe promotion is that we will provide the initial bleaching trays and two tubes of bleaching materials with an additional tube annuallyThe requirements are that patients maintain all recall appointments and get all treatment done in a timely fashionPatients are also asked to keep appointments and not cancel or miss appointments without proper noticeIn most cases patients will need to get treatment completed first to insure proper fit of trays. Our records indicate that when *** called in to schedule her new patient exam her primary concern was a fractured lower right molarAt the time she had no pain with the tooth but wanted it taken care of first (This was the tooth that we completed the crown on 2/6/17).During her first new patient appointment there was no mention of our "free bleaching for life" promotionIn fact, bleaching was not discussed until her crown prep appointment almost months after her new patient exam and was never brought up again until the Revdex.com contacted my office in November *** is now coming up on it being one year since her first cleaning in our office on 11/29/This means that she has missed a cleaning and is not following through with the recommended care or recall appointments to maintain good oral healthGetting your teeth cleaned every six months is the standard of care for most patientsIt would be below the standard of care to dispense bleaching material to a patient who is not current for cleanings, exams, films, and treatmentThis is important because they may have conditions that have changed that may preclude the use of bleaching materialsFor this reason it would not be advisable or ethical to dispense any bleaching materials until *** is current on her exams and cleanings. I have offered for her to come back in and get caught up in order for her to get the free bleaching for life that she wants but *** has declined to do that. My proposal for resolution is that the $broken appointment fee be dropped with the understanding of several conditions. I ask that *** seek treatment elsewhere from another dentist and would be happy to forward her records once she releases themI also ask that she refrain from any negative comments in regards to our officeIf she is agreeable, I see no problem with zero balancing her account and mutually parting ways. Sincerely, Dr*** ** ***