This review is about the Dr. Shane and his young staff.
I've been to this dental office for over 17 years, and continued to keep going even after moving to San Francisco. I was being well taken care of by Dr. Ted Chou and his wife, the old school yet very caring and respectful way. Ever since I agreed to be seen by Dr. Shane, Dr. Ted's son, at first things went well. Then the scheduling messed up by their young staff with new technologies. Mind you I'm in high tech so naturally I'm good with new technologies.
The first incident was they rescheduled me for an appointment for a month later when they told me on the phone that it's a week later. A week later, I drove all the way from SF and showed up bright and early at their door to find their office closed for the day. Dr. Shane was in Singapore and was kind to reply an hour or two later yet put me on the spot by asking if I received a notification of the appointment and that it was today, looking to shift blame. Well, if you were like me, always calendar date, time and set alerts for an appointment on your smart phone as soon as an agreed upon time was said, most instinctively you'll follow your calendar to get to appointments.
Second incident happened yesterday (Saturday). The mother and I spoke face to face over a month ago to set my deep cleaning appointment for the full mouth, all in one treatment. We discussed how going to their office 2 times for a deep cleaning appointment is too much windshield time for me. So the appointment was set for 1 session instead of 2. The original appointment set was Wednesday and the young staff called to move my appointment to Saturday. Because of the bad experience with the first incident, my instinct told me to call them as soon as they open to double check if my appointment is a one shot full mouth deep cleaning or it's separated into 2 sessions. Because this time I got cleverer, I reread their text notification and email from Ann. The time and date read perfectly and the email read: "Mrs. C (I'm not married and it was insulting btw when she addressed me Mrs by my birth last name and I had corrected them a few times in the past)" Her email continued, "your first appointment..." I immediately knew it wasn't scheduled exactly as what I discussed with the mom.
When I called, they put me on the phone with Dr. Shane, he didn't sound very impressed with me when I said it seems like you guys messed up my appointment again, and he was argumentative when I said I had to call you to confirm because you guys messed up last time and this time your appointment notification said something about "first appointment". He immediately lashed back and said last time was different and we don't have those wordings on our notification. He then went on to tell me deep cleaning has to be done in 2 separate sessions as requested by insurance companies. And I wasn't aware of this, it was the first time in 17 years that I finally was told the right protocol is a full mouth deep cleaning has to be done on 2 separate days because I'll be injected with numbing solution. No one in their office ever explained to me in a way that he just did and I appreciate he helped me understand. Yet again, he tried to shift blame to me for the lack of communication they had with me, and even insulted me when I asked if he could give me a few minutes to make a decision and if there are other appointments later in the day because I just was rear ended and I have to decide what I need to do. Immediately, the insult he placed on me was: "Patricia, we're very busy here, we cannot just schedule you in for today anytime you want!" I meant WOW, really? Did he really have to bring out that ego and try to put me down and make me feel bad so he feels better about himself?!
I definitely feel extremely not cool with Saturday's incident. I felt insulted being a loyal customer for 17 years. read more