I visited this dental office for a routine cleaning and X-rays. The practice is located in a…read moredilapidated office building that looks like it has not been renovated since the 1980s. My initial appointment was lost, which the front desk blamed on their answering service, and I was only seen that day after I called to confirm it myself.
After the cleaning, Dr. Cellars came in looking rushed and flustered. Within about two minutes of saying hello, he recommended an extensive treatment for a cavity and gum issues that no previous dentist had ever mentioned, stating the procedure would take nearly three hours and require sedation, before quickly leaving for his next patient.
Expected vs. Actual: I expected a routine cleaning, accurate administrative handling, and a thorough, unhurried explanation of my dental health. Instead, I received an aggressive, high-cost treatment recommendation with minimal discussion. After sensing red flags, I sought second opinions from both a periodontist and my previous dentist; both contradicted Dr. Cellars' findings and even confirmed that I did not have a cavity.
How the Business Responded: When I questioned the proposed treatment plan, Dr. Cellars called me directly and was convincing enough that I scheduled the procedures, especially since the office had provided an estimate and assured me they were in-network with my insurance. However, the office repeatedly cancelled my upcoming appointment due to equipment malfunctions and personal emergencies. When I tried to reach them by phone, text, and email to reschedule, I received no response for days. I eventually cancelled the appointment altogether, and no one from the office followed up or asked why.
Shortly after cancelling, I received a bill that included unexpected service charges not listed on my original estimate/full treatment plan, along with the revelation that the office was actually out-of-network with my insurance. The bill arrived on a Monday, followed by an aggressive payment demand just three days later. In total, I paid over $200 out of pocket for a routine preventive visit that should have been fully covered. I decided to pay the bill in full to avoid any further interaction with this practice.
What Would Have Resolved It: Clear and honest communication regarding insurance network status from the start, an accurate estimate that matched the final billing, reliable scheduling without prolonged unresponsiveness, and an apology or billing adjustment to honor the in-network quote I was originally given.
This was, by far, the most unprofessional medical office experience I have had. Based on my experience with the disorganized scheduling, repeated cancellations, difficulty reaching the office, unexpected billing, and inaccurate insurance information, I have serious concerns about the practice's professionalism and long-term ability to serve patients. I would strongly caution anyone considering this practice for their dental care.
