• Report: #1105966

Complaint Review: Foothill Dental - Emily Letran

Thank You

Read how Ripoff Report saves consumers millions.

  • Submitted: Tue, December 10, 2013
  • Updated: Tue, December 10, 2013

  • Reported By: RMD — monrovia California
Foothill Dental - Emily Letran
837 W. Foothill Blvd., Monrovia, Cal Monrovia, California USA

Foothill Dental - Emily Letran Office Staff Rude to Customer with a LEARNING DISABILITY Monrovia California

*Author of original report: A written response does not make you correct

*REBUTTAL Owner of company: Response to complaint

*Author of original report: Your Rebuttal Is What is False

*UPDATE Employee: Response to complaint

*UPDATE Employee: Response to complaint

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

Today my daughter went to a dental appointment and it was her first time visiting this office. When she got to the counter she informed the lady behind the counter that she would need to email or fax her mom (me) at work and she would fill everything out immediately and send it back. We have done this before and there have never been any questions or issues with other doctors. The woman was rude and loud enough for others in the waiting room and counter staff to hear her tell my daughter "you are old enough to fill out your own paperwork" and then pushed the papers back at my daughter. My daughter was humiliated and was at that point forced to tell the woman that she has a learning disability that prevents her from being able to fill the paperwork out thus she needed to be able to have me fill everything out from work and email or fax it back like we have done with other doctors. The woman behind the counter said with a very curt attitude "just have your mom send over the card information then" with no further apology or change of demeanor. My daughter said "this is humiliating, nevermind" and walked out of the office never having even met the doctor.

My daughter called me and explained everything that happened and so I contacted that office. I asked for the office manager and was asked what the nature of my call was and when I explained that I was the mother of the young lady that was just there she said that there was no office manager. That she is the one that handles the business dealings in the office for the doctor. I explained to her that whomever it was that dealt with my daughter should be ashamed of themselves and no one should be treated with such disrespect. The fact that she was loud and rude was what made everything 100 times worse but telling my daughter that she is old enough to do something is not her place to say. In fact I happen to know that all doctor/dentist offices fax and email all day long as it is part of the nature of that business so there is no reason for this to have happened. I was given no apologies, just an "I understand okay thanks" from the woman on the phone. I stated that I would be contacting Aetna to file a complaint and would also be filing complaints on Yahoo and Ripoff Report. 

I feel angry about the fact that when I look back at the reviews that I had read previously they were all from Yelp. When I read them again I noticed there were updates on the Yelp reviews stating that Yelp allows business owners to pay to have negative reports removed which was a little disturbing to me since I use it so much to read reports about businesses local to me. Needless to say I will not use Yelp again. The one thing that I can say that I own in this situation is that I need to obviously do far more research than just Yelp before picking a doctor or dentist.

I will be filing a complaint with my hometown community board as well.

 


This report was posted on Ripoff Report on 12/10/2013 04:57 PM and is a permanent record located here: http://www.ripoffreport.com/r/Foothill-Dental-Emily-Letran/Monrovia-California-91016/Foothill-Dental-Emily-Letran-Office-Staff-Rude-to-Customer-with-a-LEARNING-DISABILITY-M-1105966. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Foothill Dental - Emily Letran

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
2Author 2Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

A written response does not make you correct

AUTHOR: RMD - ()

Do you think that because you upload your response entitled "written response" that it makes it valid or true? Very sad to say that your staff is taking this type of stance instead of owning what you said. I will no longer haggle with you over what you are stating your counter help said "in writing" or otherwise versus an innocent patient that regrets ever stepping foot in your establishment. Please keep in mind, it is your staff and your office that has SEVERAL bad reviews referencing rude behavior from your staff....your staff. That is what is called a history, and that is what diminishes your feeble attempt to call my daughter a liar. Who on earth would put themselves out there about a disability unless they were passionately hurt by something? Well no one I know will frequent your business.   

Respond to this report!
What's this?

#2 REBUTTAL Owner of company

Response to complaint

AUTHOR: Emily Letran - ()

Thank you for your feedback.

We regret that your daughter had a negative experience in our office. Since you were not physically there, we have submitted the answer from our staff (who personally dealt with your daughter), and we believe it was a mistake of miscommunication.

We invite you to visit our facebook page, www.facebook.com/foothilldentalcenter to read about the experiences in our offfice from MANY patients. We believe serving patients (from many walks of life, with many conditions, young and old, etc.) and doing many community/charity events in Monrovia for the past 16 years does show that we care. The training of our staffs is an ongoing process, and we apologize for how your daughter felt she was being treated. We would like to clarify that we do NOT pay Yelp for any review removals. We believe Yelp is an open forum for anyone to voice an opinion about any experience, and we do address the issue with our staffs when complaints arise.

Again, thank you for your feedback.

Respond to this report!
What's this?

#3 Author of original report

Your Rebuttal Is What is False

AUTHOR: RMD - ()

Your rebuttal is what is false here and I would expect nothing less than lies from you regardless. Let me also point out a fact for you, I read about 7 seriously negative reviews about your staff being rude and unprofessional each giving you 1 star out of many and they were all from this year. Not on Yelp of course, but on Google as well as Yahoo. I also wanted you to know that I have personally received feedback from other local Monrovian's giving me the same type of response that I left about you on this site as well as Yahoo and a few others. I have contacted the City of Monrovia as well. So, you will have to forgive me if I tell you that your rebuttal sounds like a feeble attempt of trying to lighten a review that was negative about your staff...or you better yet. Obviously not the only complaint about you all on the same topic by the way. I believe that you can call that proof that there is an issue with you and your office staff. 

 

Respond to this report!
What's this?

#4 UPDATE Employee

Response to complaint

AUTHOR: Emily Letran - ()

Below is a written statement from the individual who helped the said patient:

“In regards to the statement made against Dr. Emily Letran’s dental practice. The said patient walked into our practice at about 12 noon; after signing in I asked her to give me a second in order for me to give her initial visit paper work. Patient stated “I am under my mom’s insurance plan I don’t have any information with me, can you send her the papers so she can sign?”  Due to HIPPA regulations and legal statures I asked the patient her birthdate; she could have been a minor. Once that was ruled out, I advised her that there was no need for her mom to sign release of benefits for her, given that she is of age. The patient seemed concerned regarding her insurance, and so I let her know, “Your mom can fax me a copy of insurance information; there is no need for her to sign any paperwork.” Patient pulled out her cell phone and called her mom, she spoke in an aggravated tone “they said you can send over the insurance information, and that I am old enough to fill out my paperwork!” Noticing her change in demeanor,  I intervened and said “Have your mom give you her fax number” Her conversation continued “I don’t know we can find another place” and hung up. I asked her why she would need to go elsewhere, and she replied “I have a hard time reading and writing this is embarrassing.” Once again I let her know there was no problem, and we can send over information to her mother to fill out for her; she continued and walked out of our practice.  There was never any intention of not sending over information to her mother; my statement was for clarification purposes only.”

The event described on Ripoff Report is quite inaccurate. At Foothill Dental Center we work to provide our patients with utmost respect and care. Unfortunately, precautions and routine regulations were misinterpreted as lack of cooperation on behalf of one of our employees. Our employees are HIPPA trained and certified; given that there are strict guidelines regarding patient information, our staff must take the necessary measures to ensure we are giving our patients the best and most reliable service possible.  We understand the frustration that may have resulted from the event, and we apologize for the miscommunication in our office.

Respond to this report!
What's this?

#5 UPDATE Employee

Response to complaint

AUTHOR: Emily Letran - ()

Below is a written statement from the individual who helped the said patient:

“In regards to the statement made against Dr. Emily Letran’s dental practice. The said patient walked into our practice at about 12 noon; after signing in I asked her to give me a second in order for me to give her initial visit paper work. Patient stated “I am under my mom’s insurance plan I don’t have any information with me, can you send her the papers so she can sign?”  Due to HIPPA regulations and legal statures I asked the patient her birthdate; she could have been a minor.

Once that was ruled out, I advised her that there was no need for her mom to sign release of benefits for her, given that she is of age. The patient seemed concerned regarding her insurance, and so I let her know, “Your mom can fax me a copy of insurance information; there is no need for her to sign any paperwork.” Patient pulled out her cell phone and called her mom, she spoke in an aggravated tone “they said you can send over the insurance information, and that I am old enough to fill out my paperwork!” Noticing her change in demeanor,  I intervened and said “Have your mom give you her fax number”

Her conversation continued “I don’t know we can find another place” and hung up. I asked her why she would need to go elsewhere, and she replied “I have a hard time reading and writing this is embarrassing.” Once again I let her know there was no problem, and we can send over information to her mother to fill out for her; she continued and walked out of our practice.  There was never any intention of not sending over information to her mother; my statement was for clarification purposes only.”

The event described on Ripoff Report is quite inaccurate. At Foothill Dental Center we work to provide our patients with utmost respect and care. Unfortunately, precautions and routine regulations were misinterpreted as lack of cooperation on behalf of one of our employees. Our employees are HIPPA trained and certified; given that there are strict guidelines regarding patient information, our staff must take the necessary measures to ensure we are giving our patients the best and most reliable service possible.  We understand the frustration that may have resulted from the event, and we apologize for the miscommunication in our office.

Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?

Advertisers above have met our
strict standards for business conduct.



Ripoff Report Legal Directory