Joe Sedlmaier

Sep 18, 2024

Made an appointment.

Seven days prior to the scheduled appointment, I received an email confirmation which explicitly stated that any late arrivals would result in the appointment being canceled and the consultation fee being non-refundable. Given that I was required to travel 135 miles using British Rail and taxi services—a journey that carries a significant risk of delays due to the notorious unreliability of UK trains—I inquired if there could be any flexibility in the policy. The response I received was clear: if I arrived late, the appointment would be canceled, and I would not be seen that day. Due to the uncertainty surrounding potential travel delays, I opted to cancel the appointment. Despite providing seven days' notice prior to the appointment date, I was informed that no refund would be issued. This resulted in a financial loss of £99.99, in addition to other incurred expenses. Please consider whether such company policies are excessively stringent and unreasonable. It is advisable to be cautious of such rigid practices when considering Dentaprime ❗️ __________________________________________ Reply: to DentaPrime’s deflection & platitudes❗️below: Dear Dentaprime UK Team, Thank you for your timely response. However, I must address several points you raised to shed light on the situation from a patient’s perspective. Firstly, the mention of a “24 hour cooling off period upon payment” is appreciated, yet your subsequent statement that the amount is non-refundable seems contradictory. If there is indeed a cooling-off period, it should logically allow for refunds within that timeframe. Additionally, the transparency regarding the non-refundable nature of the payment was not apparent in the initial communication, leaving patients feeling misled and dissatisfied. While it is true that travel plans should consider potential delays, it’s important to recognize that not all uncontrollable events can be mitigated by arriving an hour early. Public transportation issues, particularly those involving trains, can often result in delays far exceeding an hour, and it is unreasonable to expect patients to anticipate and account for this on every occasion. The reality is that not everyone has the luxury of arriving significantly earlier, especially those juggling demanding schedules. Moreover, simply advising patients to regularly check train schedules does not address the inherent unpredictability of public transport. Situations such as sudden cancellations or significant delays are beyond the control of patients, and placing the burden solely on them to navigate these challenges without any flexibility from your side demonstrates a lack of empathy. By offering only the option to rebook, without the possibility of a refund, patients who cannot rearrange their appointments due to unforeseen circumstances are left financially strained. This policy does not adequately support patient needs and could result in negative perceptions of your clinic’s customer service standards. In light of these concerns, I strongly urge a reconsideration of your refund policy and an acknowledgment of the genuinely unavoidable circumstances that can affect timely arrivals. Implementing a more patient-friendly approach would not only enhance satisfaction but also foster trust and loyalty towards your clinic. Yours sincerely, Joe S And when you address me, I would appreciate you getting my name right, my name is Joe not Jo, attention to detail matters. Some you need to focus on.