Formal Complaint Regarding Poor Service and Communication

I am extremely disappointed with the level of service I’ve received from your organisation. This is the second time I’ve encountered serious issues, and I feel compelled to voice my concerns.

In 2024, I scheduled a dental check-up at your Bedfordview practice. While I understand that appointments can sometimes run over time, the dentist arrived nearly 30 minutes late without any apology. The consultation felt rushed, and as I had scheduled the appointment during my lunch break, I ended up being late for work. At the end of the visit, the dentist told me not to worry about payment due to the delay, and the receptionist remarked that I was “lucky” not to have to pay. Despite my insistence on settling the bill, I was allowed to leave. A week later, I received a bill for nearly double the expected amount. While I acknowledge I should have requested written confirmation, I feel misled and disappointed by the lack of transparency.

I chose to let that incident go, but a subsequent visit for a health issue only compounded my frustration. The GP was also late and prescribed the same medication I had already obtained over the counter, despite me informing her of this. Once again, I was told by reception that medical aid would cover the cost and that I didn’t need to pay anything upfront.

Months later, I was contacted via WhatsApp by a legal firm demanding payment. The tone was rude and unprofessional. When I asked for proof of prior communication, I was told emails had been sent—but none were received. Upon further inquiry, it turned out they had the wrong email address on file, despite me receiving previous statements correctly. This level of administrative incompetence is unacceptable and a violation of my privacy.

I then contacted Intercare Head Office in Pretoria and spoke with a manager, to whom I also sent screenshots and a detailed complaint. Despite following up with four additional emails, I never received a response or resolution.

Throughout this entire ordeal, I have felt ignored, disrespected, and completely sidelined. My issue is not with the payment itself, but with the way the situation was handled and the complete breakdown in communication. Based on my experience, I cannot in good conscience recommend your services to anyone. This has severely damaged my trust in your organisation and in the healthcare system more broadly.