I am writing to formally raise a complaint regarding my recent interaction with your contact center executive, Muskan, and the subsequent issues I faced with your services. The lack of transparency and multiple instances of miscommunication have caused me significant inconvenience and financial loss.
Key Issues Experienced:
- Incorrect Appointment Booking
Muskan booked my appointment without verifying the doctor’s availability. Later, I was asked to either prepone or postpone my booking, which was highly inconvenient.
- Lack of Fee Disclosure
I was not informed about the consultation fee in advance. I only became aware of the charges upon arrival at the clinic during billing, which was both unexpected and frustrating.
- Misleading Advice
During a conference call with the doctor, I was proactively advised to visit a local dentist for what was described as a routine procedure. This added further confusion and doubt regarding the professionalism of your services.
- Hidden Charges
Additional charges were revealed only during the payment process, which was not disclosed at the time of booking or consultation.
- Denial of Refund After Acceptance
Upon lodging a complaint on March 31 at 9:08 PM, the head of Clove Dental initially agreed to process a refund. However, after providing the necessary details, your team later denied the refund, showcasing a lack of consistency and standard operating procedures.
Given these concerns, I request a full refund of my consultation fee as I would not have proceeded with the appointment had I been properly informed.
I urge you to review this matter urgently and take corrective actions to ensure that such issues do not recur with other patients. I look forward to your response and resolution at the earliest convenience.