Hi Sofiene, so sorry to hear about your experience with us. Our dentists were not comfortable treating your child in the chair, as she was resisting sitting on the dental chair, and refused to even open her mouth after so many attempts, not twice, our dentists will always try more than twice but our aim is not to cause fear of the dentist in children's lives, which most adults have due to bad experiences during childhood. Due to your daughters constant crying, our dentist suggested to refer her to a paediatric dentist to avoid a bad dental experience in your daughter's life but you kept forcing her throughout for the first 20mins and kept asking our dentist to try and do it. Even-though our dentist had successfully cleaned off all the build-up on her teeth speedily as we know that a child's attention span is very short and we need to work very quickly on them if they show signs of cooperation. We hope you didn't perceive this as "impatient" while we tried our best to work the quickest we can to clean off all the build-up on a little girl, which is a very challenging situation for anyone to be in. We didn't want you to wait in the practice, that's why we called you earlier to let you know that we were running behind as emergencies can happen at times. But you said it would be too late for you, so we even accommodated you and had to move the patient before you to come later so you can come earlier, then after you said that it was too early for you, but you came earlier in the end. We were so sorry that you had to pay $34 for that visit as Medicare did not rebate for the treatment as it had been previously claimed in less than 6 months. We know that you were unhappy with this out of pocket cost and suggested us to put through another item number to make it up for this amount but we could not do so as this is considered as fraudulent but you were unhappy and wanted us to waive this amount off, which is very hard for any small businesses to absorb all the amounts ourselves, especially the fees set by Medicare. You also told us that at the previous dental practice you went to they changed the item numbers after you asked them to so you could claim with Medicare with all services being carried out without any out of pocket cost. We wished we could help, but it is not our business model to fraud the system, this is also the reason why Medicare is taking away child dental benefit from all private practices, which is a very sad thing for us to see that many families and children who really needed it will be missing out from this great benefit started by government couple years ago.

What a load of lies! The dentist DID NOT spend 20 minutes trying to treat my daughter. My daughter DID NOT cry AT ALL! She was just a little uncomfortable. I DID NOT FORCE my daughter but tried several gentle ways to talk her into getting treated. I DID NOT ask you to change the item number and DID NOT ask our previous dental to change the item number (I have no idea where you got that idea from)! If you do not intend to fraud, why would dental practices ask patients to make several appointments, and hence, several charges, whereby they can treat patients at just ONE visit - not just children, even for myself. I was kind enough to wait for your receptionist to figure out the out-of-pocket issue and even came back later after waiting for too long, I could have just walked away. All in all, I have accommodated with your practice so much and this is your response? Truly disappointing.

Anyway, we were the victim here and please do not make up stories to make yourself look good. I have no gain telling lies in reviewing your practice.

We're sorry that you think that way, Sofienne. We stand by what we have already explained to you in absolute clarity and detail, and we sincerely wish you all the best.