Formal complaint - Beverly Hills office
William H. Bower — West Hollywood, CA
To the Director of Compliance, Clove Dental
Re: Formal complaint — Beverly Hills office (9001 Wilshire Blvd, Suite 303)
Treating dentist on record: Dr. Jovhan Jilbert, DDS
I am writing above the office level because resolving these matters with the office itself has failed at every attempt.
The pattern is total. At every juncture where an action or a decision was required, this office failed me — its receptionist, Keisha; its office management; and the assistant who took eight attempts to X-ray the same sore tooth — a brutal experience, equipment shifted around my mouth by hands that clearly knew nothing about the instrumentation. There has not been one step of my care at this location that the office has carried competently.
Twice, this office failed to get my prescriptions in. Both times, they had been entered incorrectly. Both times, I was told it was a failure of a computer system. One of those failures sent me out the door un-numbed and in pain, and left me waiting until the end of the day for the medication — because a computer, I was told, could not send a prescription. And when they did send me away, it was with a week's worth of penicillin and four days' worth of painkillers — for a tooth they knew they would not see again for a month. In the end, I had to utilize a CVS pharmacist to get the care I needed.
The final straw was Keisha, who spoke to me with obvious contempt on the phone today, over a $100 down payment she says was not received. I signed the agreement to pay — it carries my signature, and I would have honored it. After today, I no longer do. The failure is Clove's: your site failed to properly link me to the payment information. I did everything I was asked to do. I am not in default; your system is.
I raise this two days before I am scheduled, on Friday, October 23, to place myself in this organization's hands for root canal treatment. I am being asked to open my mouth to an organization that has literally failed me every step of the way. That is the trust your office is spending.
I therefore request, in writing:
1. Acknowledgment of this complaint and its review by management above the office level.
2. Correction of the $100 matter: the record should show that I executed the payment agreement and that the failure was in your payment link — together with a functioning way to pay, and an end to collection calls premised on my default.
3. If the transfer in item 4 cannot be completed before Friday, October 23, written confirmation that Friday's procedure proceeds as scheduled, with competent handling of my imaging and care.
4. Transfer of my care: I request that my referral and my approval for this treatment be transferred to a different office — as close to me as possible, and as soon as possible — and that Clove Dental cooperate fully and promptly with that transfer, including the release of my complete records and X-rays, so that nothing in this office's handling delays it.
5. A point of contact other than the receptionist for the remainder of my treatment.
I want the treatment I was scheduled for, competently administered. Please respond in writing.
William H. Bower