Very disappointed with the lack of empathy and manner in which a very upsetting situation was dealt with. My daughter was accused of missing two appointments which was not accurate. One appointment only missed having been in hospital with her Father for 25 hours bearing tragic news. No thought and consideration was given even after explanation and fees of 45.00 were charged to my daughters account. Two appointments were cancelled by Ellen on the morning of each appointment over the course of treatment yet this had to be tolerated. During treatment we agreed with Ellen to stagger the payments of four installments of 500 as the procedure had been set up by my daughters uncle who sadly passed away during these payments. Since requesting a refund during a telephone conversation, Ellen rudely over spoke my daughter telling her she had 'bent over backwards to assist her'. When the truth is, all payments were honoured 'as agreed' and paid in full before the end of treatment. The 45 was taken without my daughters consent post my phoning and explaining the exceptional circumstances and being informed this fee would be wavered. Something they flatly deny. Money is not the issue here at all. I have reimbursed my daughter. What has upset us all is the lack of compassion and empathy given; to enforce a late fee when my daughters Father was diagnosed with a primary and secondary cancer of the brain. And to speak over my every daughters every word when trying to seek a refund. We have obviously moved to an alternative practice who have glowing reviews.
Ellen Hockridge,The Hollies Dental Care is a UK Dentist based in Uckfield, South East England. Ellen Hockridge,The Hollies Dental Care is located at 50a Newtown, Uckfield TN22 5DE, UK.
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