A-1 Family Dental Care

March 10, 2017To Whom it May Concern:Regarding the alleged complaint filed in conjunction with complaint ID #***, please accept the following as our statementI do apologize for the delay in response, but I was out of the office when the claim was filed and have since been following up with
the claimant for resolutionalso did place a call to *** *** ***, but never received a callback.First, I would like to address the discrepancy mentioned in the Customer Experience information section of the letter I am in receipt ofIt is mentioned that the purchase Price is: $Please let the record show that while this was the price charged, the claimant only ever paid $toward the work completedIn addition, the claimant identifies the problem occurred on 2/6/However, according to our records It was on 2/21/when the claimant became displeasedThe claimant was informed that the person who deals with these situations (myself was on a work assignment in Florida and would be in contact with him upon return sometime the week of 3/1/17.On 2/21/the claimant addressed that he was not satisfied with the finished productThe provider informed the claimant that the issues with the fit of the delivered product were in line with the treatment option he chose and that he had been informed upon choosing this option that there would be problems with the fitThe provider also reminded the claimant that since the beginning of the treatment, she had recommended an alternate treatment which the claimant had refusedThis alternate treatment option was specifically recommended because of fit issues with the option the claimant selectedThroughout the process of creating and fitting the final product, the provider had reminded the claimant verbally and by way of a written consent form which the claimant signed on 2/6/that there would be issues with the fit of the final product as original treatment recommendation was not followedThat being said, it is our policy to work with customers to their satisfaction.I personally spoke with the claimant on the phone and came to a mutual agreement that A-Family Dental Care would refund to the claimant $of the $that the claimant had paidWhen Completed my call with the claimant he was satisfiedOn March 8, was notified that the claimant's refund was ready to mail out from our accounting departmentA receptionist called the claimant to notify that we would be mailing out his refund of $The claimant informed the receptionist not to send the check as he had gotten the full refund from his bankSeeing as the claimant payment of $was made by credit card, we are now holding the refund check until we can verify whether or not the claimant has filed a dispute with his credit card company.Sincerely,Nichole R.Director of Human Resources & Operations American Dental Management