Complaints

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• Initial Complaint

  Date:06/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3-21-23 I had a dentist appointment for my toddler. I was 9 months pregnant. I let them know the appointment they had set was VERY close to my due date. They assured me they would work with me if anything were to happen. Well I went into labor, starting on 3-21-23, and had my baby in the early hours of the 22nd. I also found that ****, the one who the appointment was for, WAS POSITIVE FOR COVID. she wasn't even able to be there for the birth of her brother or in the NICU. Being in a medical facility, seemed like not a smart idea. I canceled the appointment as soon as I found out she was sick, and I started contracting. They told me, she my 3 year old will have to take a no show class. I'm not making a toddler take a no show class, what will she retain from such a class? Since, they have refused to see us. And canceled multiple appointments. I have a broken tooth, and no other dentists around. *** the CEO refused to call me back. And he has my 3 year old set as my emergency contact. So he wouldn't give my husband any information for me while i was in the hospital. I would like my dentist back. They have since amended that rule. And still want to force a toddler to take a class. This is not ok. I had a baby. I WAS VERY CLEARLY 9 MONTHS PREGNANT. and *** the CEO expected me to know exactly when I would go into labor. It's a spontaneous act. Ya know, labor. I can't just decide I want my baby to pop out now or later. ****** ******* ************

  Business Response

  Date: 06/30/2023

  The refusal to provide care to this patient has nothing to do with pregnancy.  CHS policy does not allow verbal abuse toward any of our employees.  We will not subject our call center personnel to cursing and swearing and will dismiss a patient from our practice when this happens.  

  Customer Answer

  Date: 07/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I called notifying them. They kept hanging up on me. I did not curse at them. You record your calls. Bring it up. And bring up the emergency contact you have for me. MY THREE YEAR OLD CHILD is not an emergency contact. And you would not give information to my husband because you clearly *****ed up.  

   

  I called to cancel an appointment for COVID and labor. 

  I was not going to make a toddler take a no show class, that's Absolutely ignorant. What will she retain from said class is exactly what I asked.  I asked to speak to the supervisor multiple times, and the lady kept hanging up. Dr ********* and his team assured me they would work with me if a cancellation needed to happen. And instead, they try to FORCE a toddler to take a no show class. 

   

  She tested positive for COVID. You are a medical facility. I stated "what would you have me do, bring her in?" And you refused to answer amicably. Instead you AGAIN HUNG UP. I had a COVID ridden child. And was literally in labor and contacting you while you kept hanging up on me. I needed my child to have her appointment cancelled because THERE WAS NO WAY to get in being she was sick.  

   

   

  You even told me to speak it. We had a nice discussion. You told me how to appeal the class. Now you are lying about me cursing at you? 

   

  Bring out the recording. Of me in labor on the phone, panicking because you are forcing my toddler to take a no show class because she has covid and I was having a baby come out of me. 

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

  PS. 

  *** the CEO refused to call back and also hung up on me as well when he realized I had a baby the same time this all happened. I was in labor and you tried to FORCE A TODDLER TO TAKE A CLASS. 

   

  That sounds like an absolute joke. 

   

  Business Response

  Date: 07/11/2023

  CHS does not require toddlers to attend a reinstatement class.  Parents attend the class, as they are the ones responsible for their children and their no show.

  When the no show appeal was filed, the patient informed the organization (written in her appeal) that she had "found her a new understanding dentist"

  Under no circumstances do we allow our employees to be verbally abused by anyone.  Swearing and hanging up on our employees when they are trying to explain policies and processes is not accepted behavior. These actions will not be tolerated in our organization.  

  The resolution to the issue:  Patient should continue to seek care with her new dentist office.  

   

  Customer Answer

  Date: 07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

   

  I was talking about doctor ********* being understanding. That is anted my daughter seen by him but you put her on with a very rude dentist. Who's assistants were rude and yelled at me as I CRIED. BECAUSE I WAS IN LABOR. 

  MY TODDLER HAD COVID. I WAS STRESSED HAVING A BABY PUSH THEIR WAY OUT OF ME. 

   

   

  I SAID----I HAD FINALLY FOUND A GOOD DENTIST, DR *********. HE KNEW MY SITUATION. he said "if you go into labor, or anything happens. Just call and talk to me and I will help you"

   

  Youvare trying to ban us because I was having a baby come out of me, and my toddler had COVID. she wasn't even welcome in the NICU to meet her brother. Why would I bring her into your office?? I was being courteous of your office, and other patients. And you, PUNISH me for it? That is just wrong.

   

  You REFUSED to let me speak to Dr ********* or a supervisor. I asked and you just kept hanging up. While I was crying. Saying I was being rude. I was crying. You wouldn't let me speak to your boss. 

   

  Then your boss, *** the CEO. Tells me you have put down my 3 year old for my emergency contact? That's illegal. 

  what is she going to do in a situation where I am in an emergency? You had MY PHONE number and my 3 year old down. I gave you my husbands. And you didn't put it down. I gave you my information for being pregnant every time I came in. and EVERY time. You tried to give me something that a pregnant woman CANNOT HAVE. I had to tell you. Even up til I was 9 months. Not to put me in an x-ray or give me certain things because you will hurt the baby. 

   

  All I asked for. Was to talk to a supervisor. **** instead, they hung up on me because I was in labor, stressed and crying my eyes out. 

   

  Very rude. 

   

  Dr ********* deserves better. He is an amazing dentist. His assistant is wonderful. The other dentist grace niese's assistance are extremely rude. They would not let me speak to a boss. I needed an actual supervisor. Not some assistant. 

   

  They refused. That's not ethical. When asked for a supervisor, you give your supervisor. 

   

  Thanks. 

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