Business ProfileforThe Lakes Family Dental

I had x-rays & consultation done on June 26th. Payment was made on July 3rd and I financed a root canal procedure through ***********  On July 10, I had initial work, but was told the root canal couldn't be done by anyone because it was complicated. I was referred to another office. **** for 15 days after the initial x-rays, no one looked at them to see the procedure couldn't be done. On July 20, I came in & signed a refund request to get my financing credited back to ***********  I also canceled the other office referral. I was told the credit would take up to 30 business days. . 08/28 - Went to Lakes Family Dental & was told nothing was ready & that 34 days isn’t so bad to wait. I was told the office manager would text me with an update. Never received a callback. 08/31 - Called again because I hadn't heard back & left a message for a callback with an update. Never received a callback. 09/05 - Called again & asked if the finance manager was a real person because I hadn't heard anything. Left another message. Never received a callback. 09/07 - I contacted ********** because I was making payments on a procedure I never received. I asked if there was any communication from LFD about a refund, they said nothing at all. I asked for help & they opened a dispute with LFD because the usual length of time is three to five business days for a refund request.. 09/07 - Called LFD again for a copy of the refund request with my signature & the dated confirmation they sent a request to CareCredit. I was told Roel would call me. Never received a callback. 09/08 - I visited yet again & expressed the disappointment & utter frustration I had with that office. I was provided a copy of the signed request. But again, the finance manager was not in. Refund received on 09/30. The person in charge of refunds is deliberately stalling or incredibly inept. Either way, stay away! 72 days for a refund? As for the callbacks, I was told. "I've been very busy." Really?

I am responding to your concerns regarding your experience here with our office , as per the the timeline you have documented , that is not what we have on our files and phone call files with our office. I show you came to our office to have an initial exam on 06/26/2023. You then came in to pay for your dental treatment on 07/03/2023. We began your dental treatment on 07/10/2023. An appointment was given for 08/24/2023 and when called to confirm on 08/23/2023, you cancelled appointment and requested our insurance department do an audit regarding the claims that were submitted for the services we did. You also notified our insurance biller your wife wanted you to go to the dentist she sees and requested a refund of the monies not used . Your refund request was received by Carecredit on 09/11/2023 and the amount of $ 1,805.40 was refunded and was processed on 09/25/2023. We did not wait 72 days to process a refund. The last time we saw you in our office for treatment was on 07/10/2023, so the timeline between that and when you requested a refund was was 45 days. Then from the time of refund completion was 30 days , which is the timeline in which our office processes the refund. All calls are recorded and I personally called this patient to notify the refund had been completed. Please let me know if you have any other questions regarding this matter , Thank you