My partner went to this dentist office early last month. After his experience, he won't be returning again. Most certainly would rate the overall business as "highly DO NOT recommend". BEWARE THESE THINGS MAY HAPPEN TO YOU. Going to try to keep emotion to a minimum and try to only include facts of the experience, but know that the entire process was frustrating. Based on the business's Yelp responses to other negative feedback, we know the business owner doesn't appear interested in feedback to improve their customer service but would rather stand by their staff with blind unwavering loyalty saying, "you can't please everyone" -- so really this review is just for new prospective customers. - Poor customer service, no assistance in determining what is covered in an insurance plan, and creating unnecessary obstacles to refund an overpayment.
STRIKE #1: Early October 2021, we contacted the office to make an appointment for an annual cleaning. This is a first-time visit so the dental office emailed forms that were required to be completed before the visit which was received and completed (successfully emailing us these forms at the beginning will be important later). When he arrived, they proceeded to take x-rays, photos and complete a periodontal exam but afterwards, the dentist said they were done. When asked about the cleaning, the dentist said they need to schedule another appointment. The original purpose of the visit wasn't done.
STRIKE #2: The front desk asked my partner to pay for the full amount of the visit after the exam. When told insurance should cover most of the cost, the only answer given by the front desk was, "We do not know" but once insurance reimburses them, they will return the funds as a credit for the next visit. He inquired if they can perform a regular insurance-covered cleaning, which was denied. My partner was in a rush to get back to work so he just paid for it.
STRIKE #3: Four days later, he phoned the dental office and requested a refund for the amount again and since a credit would not work since he wasn't planning on returning to this dental office. The front desk again stated they can't refund the money until they receive the reimbursement from the insurance company. My partner asked if she knew how much the insurance would cover and she answered "I do not know because the insurance company does not work for us. The insurance company works for you." (Weird since it's not uncommon for dental offices to call the insurance co. and help with this.) They proceeded to say the only way they could return the funds is to sign a form to ensure they will receive the payment from us if the insurance company does not pay. In an effort to get the funds ASAP, my partner agreed and asked the form be emailed which they said they would. The document was never received via email to this day.
STRIKE #4: One week later, we received confirmation from the insurance company that most of the work was covered by insurance and only a fraction of the total cost is the patient's responsibility. The document they required to have signed to have the full refund issued had not yet been received. The next day, he phoned the dental office again and made a modified request to only refund the amount owed back after factoring in the patient's responsibility amount as stated in the insurance confirmation (which was also received by the dental office). They still refused to issue the refund even though they received a confirmation statement from insurance.
STRIKE #5: A week and half later, we received a USPS letter from the dental office which was a print out of an email that they allegedly sent the same day of the last phone conversation. At the top of the print out, we immediately noticed the email was to an incorrect email address. We sent a test email to the incorrect address and noticed an immediate bounce back. Even though they were able to successfully send an email when my partner was still a prospective patient, they failed to successfully send the emails containing the "urgent" paperwork they required to have signed in order to obtain the requested refund. It is puzzling why the dental office kept insisting they sent the emails when it is clear they would have received an instant bounce-back since it was an incorrect email address. The letter denies any responsibility for the situation and even says they tried working with us and wondered why we are still upset. The office even says they are still going to refund the overpayment that was made "that morning" (date of the letter). However, there was no real record of the refund and most credit card systems require the customer to provide the full string of the credit card number used in order to initiate a refund, which they did not request at any point. So it is unclear if they actually initiated the refund.
As you can see, almost the entire step of the process with this dental office has been, and continues to be, challenging. read more
