disaster dentist

this is an email sent to both parties, to one of the largest dental clinic, cc: health card provider
To Whom It May Concern:

It is with much disappointment that I’m writing to you about the incident this afternoon at your XXXX branch.

I accompanied my mother to inquire if she could use her card for dental filling as it was about to expire end of September.  It was the first time for her to use it so she was careful to know which services are covered. She informed the dentist that she would only avail of what her card covers.

The dentist called for approval of the card and went ahead with the procedure. By the time it was nearly over, my mother was told that the card covered only 3 surfaces while there were actually 11 surfaces that were done on her. Apparently, the dentist worked under the impression that my mother wanted to have each tooth filled.

I would say that it was a real let down for us. We went all the way to your branch to avail of the service using the card for what it’s worth and not to shell out any cash at all. When we expressed our disbelief to the dentist, she openly admitted that they lack secretary there to assist cardholders and inform them of whatever cash that may be needed to be added for services outside card coverage.

We paid the bill (Php6400) even if we felt cheated by the poor customer service. Surely, the dentist could have offered us discount since she already knew of the misunderstanding on her part. My mother was specific about using the services afforded by her card.

At this point, what I am hoping to get from you is your understanding and your action on the matter.

Sincerely,

eggbreaker

i guess, that explains all..what a mess!

~ by ampful on August 27, 2008.