ComplaintsforAesthetic Dentistry at Bayfront

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am asking the help of the Better Business Bureau in obtaining a refund of $2275 from Aesthetic Dentistry at Bayfront. This $2275 was payment in advance for services that I never received from them. I have attached a letter below to clarify my request along with supporting documents. Please let me know if you have any questions.Thank you,*******************

  Business response

  05/22/2024

  Hello,
  We responded to ***************** on 04/29/2024, they acknowledged the receipt on 04/30/2024 stating that we do not wish to pursue arbitration and funds will be released to the patient re: *******************. Case #*************. On 05/22/2024 I spoke to merchant services and they confirmed that funds have been released to the patient, however, there is an issue with ***************** **** card therefore it is *********************** bank issue that is not releasing the funds to her, not an issue on our end. **************** must contact her bank and inquire the release date of these funds. I have attached our banks notice acknowledging fund release of $2275.00. 
  Unfortunately patient is non responsive and has neglected to acknowledge and respond to our calls and letters. We had notified patient several weeks ago of this refund being sent to her, therefore it is unfair that this complaint should be published for the public eye due to patients own negligence to follow up with her bank.
  A voice mail and email was yet again sent to the patient to follow up with her bank and to communicate with our office directly in a professional manner.
  
  Dr. Saman Freedman DMD
  Zanete Vasylynyn / OM
  

  Customer response

  05/31/2024

   
  Complaint: 21701719
  
  I am rejecting this response because:

  Hello Better Business Bureau,
  In response to this message received, I went ahead and contacted my credit card, Chase ****** ********** who stated that they had no record of funds being released to my account or even pending to be released from the merchant.  Further, Chase ****** ********* confirmed on 5/30/2024 the funds are still in the merchants bank as the $2275 chargeback was not approved by Aesthetic Dentistry at Bayfront (see attached letter received from Chase ****** Card on 4/8/24). 
  Chase ****** ********* has reached out to Aesthetic Dentistry at Bayfront again about the disputed charge (see attached disputed submitted 5/29/2024), but it is still under merchant review as they have not received a response.  Aesthetic Dentistry at Bayfront needs to contact my credit card, Chase ****** ********* to approve the charge back of $2275 for me to receive the refund.
  I am very dissatisfied with this response as I still have not received my refund and been provided misinformation.  This matter is still unresolved, and I am hoping Aesthetic Dentistry at Bayfront will take corrective action to reach out to Chase ****** ********* to approve the chargeback so I can receive my refund.  
  Best Regards,
  *******************
  
  Sincerely,
  
  *******************

  Business response

  06/06/2024

  On 06/06/2024 we contacted ***************** again. It was confirmed that further escalation has been submitted to ***** **** that may take 7-10 business days. Explained this situation to the customer and provided direct phone and case number. ***** **** will not release any information to our business, therefore customer needs to make a 3 way call. Customer understands that funds have been released, however, due to merchant services and ***** bank communication, there has been a delay that is out of our hands. We ask that this complaint be removed as we are not at fault due to finance institution refund delays. Customer agreed to remove complaint/review.

  Customer response

  06/06/2024

   
  Complaint: 21701719
  
  I am rejecting this response because:
  
  Dear Better Business Bureau,
  I disagree with this response.  After speaking with Aesthetic Dentistry at Bayfront today, I contacted Chase **** who stated that Aesthetic Dentistry at Bayfront has disputed this charge on 2/20/2024 of $2275 many times claiming it is a valid charge.   I received notice from Chase **** on 4/8/2024 as well as 5/1/2024, and 5/10/2024 that merchant claims the $2275 charge on 2/20/2024 is valid.  Chase **** also confirmed they never received any notice from the merchant that a refund would be issued.   Further, Chase **** has stated that as this claim has been disputed many times by the merchant, it is now exhausted.   Chase **** also confirmed there is no issue of releasing funds to me and there never was.  Rather, the issue is the funds are still with the merchant and Aesthetic Dentistry at Bayfront can either contact their credit vendor to refund my account or issue me a check.
  I tried to speak to Aesthetic Dentistry at Bayfront today,but I am continuing to be mis lead.  To reiterate, the money is still with the merchant and Aesthetic Dentistry at Bayfront can either call their credit vendor to credit my Chase **** Credit Card account or they can send me a check.  I am very dissatisfied, and this matter is still unresolved.
  
  Best Regards,
  *******************

  Business response

  06/13/2024

  Please find the attached proof from merchant services that the payment has been released to the customer.

  Zanete / OM
  

  Customer response

  06/20/2024

   
  Complaint: 21701719
  
  
  

  Hello,
  Thank you for providing this.  However, I still have not received the refund.  I have followed up with Chase *********** They have no record of a refund in the amount of $2275 being issued by the merchant.  I ask that Aesthetic Dentistry at Bayfront reach out to their bank and provide proof of transfer of funds from Merchants Bank to Chase ***********
  
  Thank you,
  *******************;

   

   

  
  
  

  Customer response

  08/13/2024

  Hello Better Business Bureau,

  I have not received the refund on my credit card. 

  Regards,
  *******************
  

  Business response

  08/20/2024

  Dear Better Business Bureau,
  
  We are writing in response to Claim ID ******** filed against Aesthetic Dentistry at Bayfront. We understand the importance of addressing this matter promptly and would like to provide a detailed update on the situation.
  
  The customer requested a charge back of $2,275.00. According to our card processor, the funds were successfully debited from our bank account on 5/24/24. To resolve this issue, we initiated contact with Chase **** to verify the status of these funds. We had one three-way phone call and they stated the funds would need around 35 days to fully process over.
  
  However, the funds are still not finalized for the patient after 35 days. We reached back out to Chase **** again who has informed us that they cannot provide any information or assistance without the account holder present on the call.
  
  We communicated via voicemail to the customer that a three-way call with Chase **** is required for us to obtain the necessary information to see where the issue is. Despite our efforts, we have not yet been able to facilitate this call with the customer. Text messages as well as voicemails were made to customer.

  As of 5/24/24 the funds are were longer available in our account, and we are awaiting confirmation from the customers bank that the deposit has been finalized.
  
  Please be assured that we are committed to resolving this issue as quickly as possible. We are prepared to continue working with both the customer and Chase **** to facilitate the resolution. 
  
  Thank you for your attention to this matter.

  Customer response

  08/20/2024

   
  I checked with my credit card company today and see the refund was posted 8/19/2024.

  Thank you,
  

  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩