Doubts about customer care and handling of complaints Due to an error by the lab, a significant gap formed between two of my teeth, leading to food getting stuck. Consequently, I had to make a trip back to Turkey to have it fixed. However, my experience when seeking repair after the treatment was completed differed from my initial experience. On this occasion, I had to continuously follow up and send multiple messages, some of which received unsatisfactory responses. Additionally, I found it disappointing that I had to bear the costs of traveling to Turkey, including the hotel and transfers, despite the clinic's mistake. In my opinion, if a clinic is responsible for an error, they should take ownership and at least partially cover the associated expenses as part of their commitment to customer satisfaction. Unfortunately, this did not happen, leaving me perplexed as to why I had to incur costs due to the clinic's mistake. I hope the agency takes this feedback into consideration and reevaluates their after-treatment policy. It would be beneficial if, in cases where the clinic is at fault, they cover the patient's expenses as part of their guarantee. This would incentivize more patients to seek treatment in Turkey, considering the significant costs associated with travel, accommodation, and transfers. Lastly, I was disheartened by the lack of response when I reached out to the company, including their support team, via email regarding the additional cost I had to pay for the lab error. The lack of communication raises doubts about the company's approach to customer care and handling of complaints.

Date of experience: 06 November, 2023