Dental Practice hassles

lakside500

Registered as an NHS patient with a local dental practice over the phone and was charged £10 "deposit" for this appointment - was told after I had kept it I would get this money back - nothing returned to me 3 weeks on. This was paid on a debit card.

The check up I went for was free as I live in Scotland.

Practice does alot of private and beauty work too.

I was meant to go in for futher work invloling sedation i had to pay £60.00 for that appointment - again it being refunded when I went for it or cancelled in advance - no other rules were mentioned to me at the point of sale. Thsi £60.00 was paid for by Mastercard.

I wrote to the practice to ask for a written quote - the dental treatment form, the reciept for my £10 and a NHS price quote. I sent in a S.A.E. - no reply.

They never mentioned any prices to me at any stage. I didn't feel right going in for treatment without anything confirmed in writing or any costs mentioned to me at all despite asking for them in advance!

I had to cancel - did so 4 days in advance. Have written to the practice manager (hand delivered) to request a full refund of my £70.00 - no response.

Can they claim "rules" about this deposit now as they haven't informed me of any at the time of taking it?

This is the NHS in Scotland should I start a formal complaint against them now? I paid via credit card on the larger amount - would this be an option or getting my money back? As the practice is not responding to me.

Toothsmith

The rules in Scotland are different to England, but the NHS in general doesn't really like this sort of deposit system, so unless it's worded very carefully, they may not be able to get away with it.

Have you actually spoken to them about it? A phone call is much more immediate than a letter, which can get put on a pile, and forgotten about.

As you've given them plenty of notice, they can't keep any payments.

I would ring up your local health authority and speak to the dental people if you get no response from a phone call.

littlejaffa

Have to say I'm wondering myself why you haven't just called them? or asked when you were in for you appointment originally.

lakside500

As the way the practice is behaving - ignoring my first request for information and my 2nd letter as well as keeping my money - I thought it's best to get everything in writing.

As for asking when I was first in - I haven't been to the dentist for years and it was only when I got home I thought I should get a proper plan and did some research online that if requested you should get the dental treatment plan in writing and all costs stated.

It wasn't till I talked to a few people that I started to know that being charged a deposit wasn't that normal for NHS work.

Cheers

Toothsmith

Ring them up!

Violetta_2

Are you sure it hasn't been refunded to the cards?? just an idea, I know that's what they have to do in the shop's

lakside500

Nope have checked both my card accounts online. No refund.

Only person I got to speak to was the reception girl. She took a message. I doubt they will be in touch with their communication failures so far.

It isn't a very professional way for them to be behaving anyway.

Toothsmith

I think you're beng a bit quick to judge here.

Look at it from their point of view.

A new patient turns up for a check-up, is obviously nervous of treatment, as sedation is requested, and then all of a sudden all sorts of written requests start arriving for reciepts, confirmations, rules, refunds, quotations.....

Then - the appointment is cancelled with apparently no intention to re-book, and more letters start arriving!

They probably think they're dealing with a professional/serial complainer, and are taking advice from their insurers before daring to get in touch with you.

I would step back, calm down and give them the benefit of the doubt for a day or two.

There are plenty of ways you can get your money back. Going for the jugular immediately is probably one of the least effective ones.

If the practice manager doesn't get in touch with you in a day or two, then I would ring up, and just let them know you've changed your mind about the treatment, and could you have your refund please.

Don't ask for much in the way of written stuff, just your money back. I'm sure it will happen.

alison999

lakside500 wrote: »

Nope have checked both my card accounts online. No refund.

Only person I got to speak to was the reception girl. She took a message. I doubt they will be in touch with their communication failures so far.

It isn't a very professional way for them to be behaving anyway.

dont blame reception. i pass all my messages on, its not always their fault if the manager/dentist doesnt get back to you

lakside500

<<I think you're beng a bit quick to judge here.
Look at it from their point of view.>>

Not at all. I've weighed up both sides.

<<A new patient turns up for a check-up, is obviously nervous of treatment, as sedation is requested, and then all of a sudden all sorts of written requests start arriving for reciepts, confirmations, rules, refunds, quotations.....>>

I wrote to them once asking for a dental treatment plan and a price quote - hardly unreasonable to get that and a recpt. for a transaction they have taking from me. Would you start treatment when you don't know costs? The dentist rushed through what I was needing done and didn't explain for what tooth the treatment was needed for - hence a dental plan which if requested should be given as it shows the patient exactly what is needed and at what cost.

<<Then - the appointment is cancelled with apparently no intention to re-book, and more letters start arriving!>>

Who is being quick to judge here. I stated I would be in touch to re-book if I could get a dental treatment plan and a cost quote. I think my dad having a heart attack is more important don't you? That would be one more letter asking for a refund not exactly hounding.

<<They probably think they're dealing with a professional/serial complainer, and are taking advice from their insurers before daring to get in touch with you.I would step back, calm down and give them the benefit of the doubt for a day or two.>>

They have had over 3 weeks - they don't respond to any requests. They have taking £70.00 off me. If I had no intention of ever going I wouldn't have paid any money to them. Asking for information - you don't get it then ask them why not. Sent 2 letters - Hardly a professional complainer <g>

lakside500

alison999 wrote: »

dont blame reception. i pass all my messages on, its not always their fault if the manager/dentist doesnt get back to you

I'm not blaiming the reception - all was stated that I had to leave a message there and due to the lack of comminucations from the practice in the last few weeks this would suggest I would be struggling to get a response from them.