Preface: I was not the most diligent in wearing my Invisalign retainers, but every time I went in they fit perfectly to Dr Bryan's surprise. I could tell when they fit right and when they didn't. I would reschedule when I knew I needed a few more days. This happened a lot. Never had an issue with progression other than me taking longer than it should have due to my job and not wanting to get cavities and waiting to brush/floss before putting them in. Quality of my teeth was more important than speed of completion.
Problem: The level/quality of actual service provided to me for 90% of the time I was there was fine. However, during/after COVID this deteriorated to an absolutely unacceptable level.
During COVID, I was not willing to go in and they were not open. Makes sense right? There's a pandemic. I moved out of state with trays 36 of 39. 36-39 were overcorrection trays (meaning technically you could be done at 35, but theres some extras in case things need tweaking). Once, I finally got around to completing 36, I unfortunately had a friend's dog chew the upper and so had to go back down to 35 on the top to keep my teeth from shifting.
So, I call to ask for them to order 36 replacements and to see if they could send me the rest of the trays. They didn't pick up, I left a voicemail. Next day, called, voicemail. Next day called, voicemail. Then I thought, hmm maybe they are dodging my calls. Call on my my phone, no answer. Immediately use a friend's phone and they pick right up. Weird right? Anyways let's ignore a professional Orthodontist likely having specific notes not to pick up my calls. I let the lady know hey Im so and so, I know I'm like the worst patient in terms of timeliness. Dog chewed 36 upper, can I order a replacement and can I also ask that you send me the rest of the trays.
In a pretty rude tone the person says, we haven't seen you in over a year and a half (remember its august 2021, and covid started in March of 2020). I said, sorry I moved out of state and I won't be in Charlotte for some time. Since I've already paid in full, can you just send me my trays? Response was, in a rude tone, you can either come in or you can transfer to another orthodontist. In an ideal world I'm about 30 days away from getting my Invisalign off. I'd happily have flown in to Charlotte to have the process completed/Invisalign removed, but I'm not going to fly in to have someone hand me the trays they could send to me, with me paying for shipping/whatever.
Fast forward! I transfer to another Orthodontist because at this point I've lost all trust that Dr. Lockhart would actually do a good job taking the attachments off and all the other sh*t you have to do. Now, its end of September I go back to my childhood orthodontist who is so wildly better in all aspects of the client experience and treatment plans that I would recommend everyone to look elsewhere. They ask for Dual Image to transfer my files, they transfer most of everything except for a) THE LAST 3-4 TRAYS and b) my pictures I took at the beginning.
They say, they gave me all the trays already and they don't have any. Now, I don't think there is a law against lying, but doesn't it seem odd that they would have put up such a stink about sending me trays if they didn't even have them? I also specifically recall him ripping off the last 3 and saying these are correction trays, we'll check at 36 and see if you need them. So, what this means is a) when I decided to transfer they threw the trays away which they are not supposed to do and b) they lied to my orthodontist office, because I said I would be flying in tomorrow and would go pick them up.
Ladies and gentlemen, welcome to the Circus that is Dual Image Orthodontics on Arrowwood road. Now, to be fair the one time Dr. Lauren Lockhart was operating that location when I was seen by her, it was so much better. Try to avoid him if you can. Overall, the treatment plan was like a 9/10+, but the experience sucked. read more