One of the worst medical and customer-service experiences I have ever had. I deeply regret trusting Damas Medical Center with my son’s treatment and our money.
My son, Mazen, first came across Damas Medical Center through their advertising. At the beginning, everything looked professional: attractive advertisements, a warm welcome, quick communication and plenty of attention.
We paid approximately **AED 25,000 upfront** for a Hollywood Smile treatment.
However, after consultation, we decided NOT to begin with the Hollywood Smile because we preferred orthodontic treatment rather than unnecessarily altering his healthy natural teeth.
We therefore agreed with the center to proceed with orthodontic treatment instead, and we were told that the **remaining balance of more than AED 15,000 would be refunded to us.**
That is where our nightmare began.
During the orthodontic treatment, we became increasingly disappointed by what we experienced, including **appointment delays, concerns about cleanliness, concerns about the quality of service and an overall level of care that fell far below what we expected from a medical center in the UAE.**
We eventually told them very clearly: settle whatever amount is legitimately due for the orthodontic treatment and **return the rest of our money.**
Their initial answer was simple: submit a refund request and wait approximately **14 days**.
We submitted the request.
We waited.
And then we waited even longer.
**More than 20 days passed, and our money was still not returned.**
Instead of receiving a clear solution, in my experience we were repeatedly made to chase the center. Calls were not properly answered, responsibility seemed to be passed from one person to another, and we were left trying again and again to obtain money that we had been told would be refunded.
What I find particularly disturbing is the difference between the treatment **before payment and after requesting a refund.**
Before receiving our AED 25,000, the communication, advertising and welcome were excellent.
When it came time to return the outstanding balance, suddenly obtaining clear answers became extremely difficult.
**As of the date of this review, my son's orthodontic treatment has not been completed AND the outstanding balance of more than AED 15,000 has not been returned to us.**
For me, this has gone far beyond ordinary bad customer service.
I have records relating to the payments, communications, treatment arrangements and refund request, and I am documenting the entire matter.
**If this is not resolved immediately, I intend to pursue my rights through the relevant UAE consumer protection authorities and the appropriate legal channels.**
I am not prepared to spend weeks chasing people for my own money.
The UAE is a country that I deeply respect, with strong standards for business, healthcare and consumer protection. Experiences like this should be taken seriously because they can damage customers’ confidence in the healthcare sector and do not reflect the professional standards that people expect in the UAE.
I therefore respectfully call on the **relevant UAE consumer protection and regulatory authorities** to examine this matter.
To anyone considering Damas Medical Center:
**Be extremely careful before paying a large amount in advance.**
Ask for the exact treatment plan in writing.
Ask for the exact cost of every procedure in writing.
Ask for the cancellation and refund policy in writing.
And most importantly, **keep every invoice, receipt, WhatsApp conversation and document.**
I wish we had known what we would experience before paying AED 25,000.
**We came looking for medical treatment. We should never have had to fight to recover an agreed outstanding balance of more than AED 15,000.**
This review describes **my personal experience and the situation as it stands at the time of publication.** If Damas Medical Center returns the outstanding money and properly resolves the matter, I will update this review accordingly.