Richter Orthodontics

Complaint: ***
I am rejecting this response because:It is not an accurate disciption of what happenedI had an appointment in November I tried to reschedule and was unable due to the first availability was months awayI had to have the same appointmentThis I was forced to drop my son off and go sit with my husband as he was getting a back procedureI was and hour late picking him up and then had to run back home to care for my husbandTwo months past no call no appointment was made during the hour while my son Was waiting I had no idea what needed to be doneThis is not the first time this has happenedNo appointment remindersI did call upset but all I wanted was to make an appointment, as I was walking into another appointmentI did express I was upset with their carelessness for my sonWhen DrRitcher called I tried to explain why I was upset and he met me with threatsI have since had to take my son else where and his treatment is now longer and twice as expensiveDue to broken brackets and his teeth going crooked for failure of serviceHas a paying customer I expect my son to be treated well, and due to this he is the one having to go through more than he would have had toI do not think I was out of line and I expect someone to be held accountable for not doing as they had promised.
Regards,
*** ***

To Whom It May Concern,I am writing in response to a complaint that was submitted on January 19th, 2018 with an assigned ID of [redacted]. I would like to address the complaint of “Poor service from scheduling Department. Also put a restraining order on me for allegedly missing too many...

appointments. The doctor called me and told me to go find a different orthodontist to treat my son’s braces. My insurance company has already paid him for these procedures.” As for poor service from our scheduling department, Richter Orthodontics prides itself on giving a great patient experience. When a patient misses, fails, or cancels an appointment, we send a reminder slip within a week to reschedule that appointment. On November 16th, 2017, this patient had cancelled their appointment with Richter Orthodontics. On November 21st, our office sent a reminder to reschedule the appointment. It was not until January 18th that the mother of the patient called to reschedule this appointment. When our employee took the phone call from the mother of the patient, several appointments were offered and the mother was very upset, started yelling and began using profanity at our employee. Our employee tried accommodating the patient, but the mother remained upset and angered. At Richter Orthodontics, we do not tolerate verbal abuse from our patients. Our employee told the mother of the patient that it was unacceptable and asked her to call back when she is calm. Regarding the restraining order, Richter Orthodontics has never put a restraining order on this patient or the patient’s mother. On January 19th, after Dr. Richter had listened to the recorded phone call between the mother of the patient and our employee, Dr. Richter called the mother of the patient to discuss the issue. The mother of the patient became aggressive and verbally abusive with Dr. Richter and he dismissed her from the practice for verbal abuse. On January 23rd, the grandfather of the patient stopped in the office to apologize for the mishap and to pick up the patients initial photos, pano, progress pano and treatment chart. We released this information over to him.Richter Orthodontics works with a third party, OrthoFi, to handle billing and insurance. While the insurance company had paid their portion for this treatment, we requested OrthoFi send a refund check to the insurance in the amount of $528.32 on February 2nd. On February 7th, the insurance overpayment was refunded back to the appropriate insurance company.