I wrote this Jan 1, the day after my unpleasant encounter with your employee. What she said is in quotes. If this employee was admonished, you should have told me. This issue might have been closed in your eyes, but not in mine. The employee should have apologized to me today. As a customer, it is my right to question billing. This employee acted as if I were a con woman. I do not know the difference between our debit and credit cards. I genuinely presumed that the card I handed her was a debit card. She did not say to me after running the card that she had to run it through as a debit card. She simply handed me the receipt, which, by the way, is so tiny it can easily be lost. You have the capability to create letter-paper-sized statements so why not give the customer one to show what's been paid? "I explained this to you before you signed." Actually, I remember a different person coming in. I have about 20 doctors, half here and half in New York. It is unreasonable to think I can remember everything someone tells me, especially some time prior. This started off rudely. A polite receptionist would have not tried to put the blame on me, but, instead, figure out a way to say this without attacking the customer. This employee wants to show that she is right, and superior, and the customer is wrong. "I don't get paid enough for this." I can't imagine any employer putting up with this. "I'm not talking to people slamming things down." I might have more forcefully than usual placed my things on the counter, but I did not slam them. "We don't have customers. We have patients."
"Take it up with your bank." Another rude remark that could have been softened with politeness.
"I'll have to send this to corporate." Who cares what your office's internal process is? She was obviously trying to make me feel petty, guilty, and troublesome for requesting a refund.
"You said it was a debit card. It's a credit card." This was accusatory. Your employee needs to learn how to rein in her impatience and try to understand the customer's point of view without raising hackles. She has apparently not heard of using "I" sentences rather than "you." The latter is blaming, targeting the customer.
"Your bank said it was a credit card." How did the bank know? I didn't know. I had no idea.
"Those are not service dates. They are the dates we made up your treatment plan." This is nonsensical. Why hand this out to patients? Especially without explanation. You need a better protocol so the customer can easily determine when treatment is scheduled, what treatment, and how much it will cost. Your current "treatment plan" is written solely as a plan for your office, not the patient.
"They did a core and mortar instead of xxxx so it cost $321 instead of $97." I have no idea what this is. Dentist did a number of things. Employee shouldn't state things as if the customer ought to know what they mean. Besides, the dentist made a mistake that day. I suspect this is him rectifying it. If that's the case, why am I charged for his mistake?
"$50 balance because on day A you had this additional service that cost $48. Then additional $2 on next service date."
Other grievances:Dentist and associate never introduced themselves to me from Day One. Associate constantly laughing while my procedures going on.Dentist and associate chatted incessantly.Dentist and associate would leave room with no notice. Took my glasses from me and placed them where I couldn't reach them.No explanation of what was being done.There for 2-1/2 hours. No offers of a break. I requested one.Dentist jabbed my lip a couple times with sharp instrument, but no recognition or apology.I know their names now from listening to them. Julie hums the entire time, which is annoying.
I know your office discussed the issue of Dec 31, because each of you were concerned about my rings. Thank you. The receptionist facing out front was obviously prepared to deal with me so that the other employee and I didn't have to react. I gave her a debit card (I learned last night that a debit card has "debit" printed on it. I didn't know this previously.). She said it was declined. I paid with another card. My husband later assured me the card is fine, that I had to use a PIN with it. She didn't ask me for a pin, so was that the issue? I don't know. When I mentioned to Dr. Risk and Julie that I was surprised that no one called me to apologize for how the employee had treated me, Julie said, "I apologized that day." I said I didn't remember it. It did vaguely come back to me later, but it would have been appropriate to really apologize in that moment today. Dr. Risk sat there and said nothing. It was very upsetting to me today to have to sit there while necessary work was being done, knowing that your office would not apologize to me in any other way besides Julie's attempt on Dec. 31 that was more an apology that I was upset. read more