King Tooth

Mr** and his wife presented to the office on 10/25/and paid $3,for an Invisalign treatmentWe were very open about the time frame an anticipated wait for the arrival of this patients Invisalign caseIt is our standard policy to advise there will be roughly a week wait to send
materials to Invisalign, who then creates a digital model to be submitted for approvalMultiple edits were made for this patient, which were expressed to the patient and her husbandAt no point was a "four month" time frame ever discussed, as the patients treatment would take much longer than that based on her current oral condition and positioning of her teethOnce the patient and her husband approved the treatment, they were advised there would be roughly a week wait for the aligners to be manufacturedThe patients husband called multiple times (verified by phone records) but did not leave voicemailsAll voicemails were returned as soon as possible, with our office hours permittingDuring this time, our office became aware of embezzlement of a past employee with a monetary value of over $100,000.00, which caused significant delays with our ability to make or receive paymentsOnce the investigation had been completed, we were able to alert our patients of this situation and advised that their treatment would be delayedAfter several phone calls with Mr**, it was decided that we would offer a full refund upon release of a Release of All Claims formIn the letter that was sent to Mr**, it was very clear that once we received the form back via certified USPS mail, a check would be written within business daysThe returned form was not sent via certified USPS mail, but was received by our office on 5/16/A refund check was written and sent to the patient within the allowed time frameWhile we can understand the concern of this patient and her husband, this matter has been resolved