Affordable Dentures / almost criminal
Quick details - expanded below...
Charged for upper/lower, plates and extractions, girlfriend came home with only uppers removed and no plate, in pain, tears, absolutly torn up. She was told the lowers were infected and she should see an oral surgeon. When they called me for billing info, they said all were removed. My girlfriend went back at 2:00pm in pain to have her upper plate fit and they said she needed her original invoice (Which showed all removed and billed as such with both plates). She had to drive back home, get it and return. When I called to find out what happened - holy crap - you'd have thought I was accusing them of something criminal, complete and immediate rude, curt and inflammatory response... The doctor was aggressive and the pain was intense, he said due to her low body weight, he needed to be careful with novocain side effects. I guess that means sit down, shut up, stop complaining - I am yanking teeth here. Add the driving back and fourth - what a heartless bunch of money hungry, meat processing #s. Additionally - the staff - at least one - is insane...
Folks - while I can understand a "pressure cooker" environment, I fail to comprehend how it applies to your facility – as you are not a government or charitable organization. I have been met with short, curt and accusatory comments, while - in my best corporate communication skill set, trying to keep inflammatory remarks to a minimum. We were charged for a complete extraction of lower/uppers and plates. I was under the impression (No pun), that removing the lowers were complicated and wouldn’t be done, when the billing assistant called for my credit card information – I was told all were done. I was very pleased and when my girlfriend returned home, only the uppers had been removed, however the invoice included uppers, lowers, extractions and plates. Upon calling the assistant, I was told it was an entire “package” that was purchased. I asked why the invoice included lower extractions and plates when nothing was done, it was the beginning of the end for our business/client relationship. Regardless, in pain, my girlfriend returned at 2:00pm to get her upper plate and resolve the billing issue and she was told they could do nothing without her original receipt. She returned home, picked it up and went back to get her upper plate. I had a copy of the original and the second receipt and noticed my card had been pre-authorized for both charges. I called in this morning and asked if a credit had been applied and/or the new receipt had no record trail of credit/charges as they occurred. I was told “that’s why we asked for the original receipt – you shouldn’t have any copies”. I said I made a copy and she said “well that’s where the problem is”, I asked if the charges reflected on the invoices had in fact been made and she said “no, just the second one – okay – bye!”. My best understanding of the issue is she had an infection in her lower jaw and the doctor expressed she should see a oral surgeon as it would be “extremely painful” if he performed the procedure. Understand, this woman was terrified and already in considerable pain from the upper extractions – she agreed. When trying to clarify this with the assistant, I became a villain – an immediate “we can do the procedure, she refused treatment”, did not reflect the doctors concern or why she refused, only that the patient was at fault and a – how dare you – response. I apologized several times and expressed my intent was only to clarify what we needed to do, I was met with incredible resistance which elevated to rude.in today’s workforce and economy, while you seemingly have a captive audience, a quick scan of the internet reflects similar results, with some pointing directly to the office in question. This is my two cents – I own/operate an auto repair facility, had one of my employees talked to clients in this manner, I would bring them aside and communicate my concerns. The next occurrence I would suggest a communication seminar and/or dismissal… in my opinion, the office is i. E. Overbooked or the client base / location is challenging. My only error was apologizing so many times, trying to disarm the situation, all the while feeling like a major inconvenience.
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