Usually a good place, until I was suddenly sent a $2,000 bill that ultimately turned out to be…read moreincorrect. What made the situation so frustrating was not just the billing error itself, but the complete lack of accountability and communication throughout the process.
I initially called because I was leaving the country the next day and understandably did not want a $2,000 balance hanging over my head. I was told someone would call me back the same day. No one did. My calls also went unanswered afterward. The following day, I called again and was told the issue would take 3-5 business days to resolve. When I explained that this was not acceptable given the circumstances and asked to speak with someone who could actually assist, I was told no one was available.
I ended up going to the office in person, where I was suddenly told everything had been "figured out" and that I did not owe anything after all. However, 10 days later, on the actual date of my service, the balance was still showing on my account. When I asked for written confirmation of the $0 balance before proceeding with treatment, I was told they could not provide it because the finance person had "forgotten" to update the account and was allegedly unavailable in a meeting. I was repeatedly told I would need to push my appointment back another two weeks because additional work supposedly needed to be done on the account.
While sitting in the office, I overheard someone in the back sarcastically say, "If she wants to wait, she can wait." Ironically, the finance person came out just minutes later and clearly explained that I did not owe anything and that the balance was simply displaying due to the way dental insurance payments process quarterly.
So after weeks of stress, conflicting information, excuses, delays, and dismissive treatment, the issue turned out to have a straightforward explanation that no one had properly communicated from the beginning. Mistakes happen, but the lack of professionalism, transparency, follow-through, and accountability throughout this experience was incredibly disappointing.
Then, today, they waited until Friday afternoon to cancel a Monday appointment for a treatment that depends on staying on a tight schedule was extremely upsetting. There was no explanation, apology, or effort to provide a timely solution.
When I explained my concern about my dental schedule being thrown off, the staff member responded by listing other hypothetical ways I could end up off track anyway, which felt dismissive and unprofessional rather than solution-focused. When I advised that the hypotheticals presented would not apply to me because I am aware of the consequences of going off track, she did not respond. I also mentioned that this short-notice cancellation has happened several times recently and asked if she believed this would be a recurring issue, to which she apathetically replied, "I can't tell the future."
