Dear Ms. Cunningham,
We deeply regret that your experience with Anatolian Health Hub has led to disappointment, and we take your concerns very seriously. Please allow us to clarify the sequence of events and the efforts our team has undertaken to resolve the situation.
You submitted a non-refundable deposit to secure an all-inclusive plastic surgery package with promotional discounts in May 2024, which allowed us to make the necessary arrangements for your operation scheduled in November 2024. This deposit was used to pre-book key elements of your experience, such as medical facilities, accommodation, and transportation, as well as to accommodate any special requests. These bookings ensure that every aspect of your journey is seamless, providing our patients with the highest standard of care and comfort.
Several weeks after booking, we received brief communication from you, after which we attempted to follow up to confirm your plans. Unfortunately, shortly thereafter, our attempts to address your concerns were met with blocks on all primary communication channels, including Phone, WhatsApp, and Instagram. In response to this, we reached out from an additional number, hoping to clear up any misunderstandings; however, this number was also blocked, and our subsequent emails were left unanswered.
In addition to the communication issues, we received a formal protest from your bank regarding an alleged false charge. After providing comprehensive documentation to support the validity of the charge—including the agreed terms and services—the bank rightfully rejected this claim.
Despite these challenges, we remained committed to resolving the situation and offered to reschedule or adjust your package to fit any evolving needs, desires, or health conditions. When you later requested a refund, we explained that the deposit was non-refundable due to the pre-booked services arranged for your treatment. However, going beyond our usual policy, we took the initiative to negotiate cancellations with our partners to minimize expenses and offered you a substantial one-time refund. This offer covered the vast majority of the deposit, with the financial balance ultimately leaning in your favor. Unfortunately, this generous offer was declined.
In reviewing the booking, it was also discovered that some travel information provided was inaccurate, which further complicated our ability to secure your services appropriately. Despite these obstacles, our team worked tirelessly to resolve the situation with your best interests in mind.
We sincerely apologize for any frustration you may have experienced, but we do believe our efforts were aimed at reaching a solution that was favorable for you. We remain open to discussing this further, should you wish to reconsider any of the options we presented.
Our goal at Anatolian Health Hub is to ensure that every patient receives the best possible care, and we regret that, in this instance, we were unable to meet your expectations. Should you wish to discuss this further or explore available options, please feel free to contact us at your earliest convenience.
Kind regards,
Anatolian Health Hub Team
