First off, I must say, most employees here at friendly. However, customer satisfaction is clearly…read morenot their goal at all. My story began as a referral from a coworker. I was looking for a new dentist. I went, everything was great. Although, after a couple more visits that's when it took a turn. Long story short, I went in for a routine cleaning. Now I will say, life got the best of me and I didn't make it in when I should have. Nevertheless, that shouldn't have altered what proceeded to happen. I am in the chair, getting the work done. They are doing different tests, measurements and procedures. To my understanding as well as other healthcare professionals I've directly spoken to, you should always be informed of cost that's not going to be covered by your insurance. Upon getting ready to check out, I'm told that I have an outstanding balance. I was taken back because no one informed me of this at all. Now let's put this into perspective. If you were to say for example, go get repairs done to your vehicle. You go in for an oil change that's supposed to be covered by a plan that you have. Then all of a sudden the technician inspecting the car finds out that the car needs additional repairs outside of the oil change. So they go ahead and do them. You get to the cashier and are told you owe X amount of dollars. How would that make you feel? That would make you feel as if you were taken advantage of, right? You have homeowners insurance, you file a claim and then all of a sudden the contractor said there was more work they found a long the way. It needed to be done, so they just did it, but insurance doesn't cover it so you're responsible whether you like it or not. I had pleaded my case numerous times to the facility. I asked to speak to a manager, she had informed me that there was nothing that she could do and the reason for the additional charges was that I was out of network for their facility. My insurance provider or plan didn't change, so I had no idea I was out of network. I scheduled the appointment appropriately & then was told upon exit that I had a balance. So obviously, they knew, but never informed me of such changes. Sure, is that on me to some degree, yes, but coming from the business that I'm in, if I know for a fact that someone's terms have changed, I am absolutely going to inform them. It's the right thing to do. As a consumer, hearing this information you feel very taken advantage of. Recently, I received a notice that I'm being sent to collections for the amount I owe. So I called in again as a last stich effort to try and make amends here. The area manager refuses to call me back after numerous attempts. Mind you, this is someone new that has filled the role because the previous person I spoke to isn't there anymore. Regardless of the fact, as a manager, it's your responsibility to ensure business flows accordingly. All that is happening here is that someone is sitting behind a desk and not willing to call a customer that has a concern. That right there shows me all that I need to know about this business. They are money hungry enough to send someone to collections over a bill that's less than $200. In my business, I take care of things for customers that are created problems by our team or problems created by the customer. However, in the sake of our reputation & long term business with the customer, sometimes you just do what you have to do & move on. That being said, I personally would never recommend anyone to go to this business for these reasons above. They are negligent to keeping their customers informed. The manager refuses to call you back and isn't even in the actual office itself. So good luck if you want to speak to her when you're there, she works from home. You aren't provided with her contact information. I contact customers from my cell phone on my days off because I genuinely care about their concerns. This business will nickel and dime you because they are more worried about making a profit off of you versus doing what's right long term. If you want to be treated like an individual that is valued, seek assistance elsewhere.
