My dentist Dr Solerno recently merged his practice with this dental practice. Today was my first scheduled cleaning with the new, merged, moved practice. I had scheduled it for 2:15 when I left my last 6 month appt. I already wasn't thrilled with the new location, since it's at least twice as far from my house as where I've been going for the last 20 years. But I generally hate to change doctors, dentists, hair stylists, etc.
Monday afternoon, less than 3 days before my appt, I got a computer text asking me to reply with C to confirm my 1:40 appt. Again, note that I had made my appt for 2:15. So I called first thing the next morning to talk to a human. I told her I didn't confirm their 1:40 appt b/c I had a 2:15 appt. She said "Oh, well, since we had to merge two office schedules, we had to change some appts.". No explanation or apology about why they did that WITHOUT CONSULTING ME. So I told her I couldn't make a 1:40 appt (which was why I had made a 2:15). She was able to get me a 2:40 appt on the same day as my original 2:15, since somebody had cancelled. (More on that later.) So I took that.
I showed up today at 2:39 for my 2:40. The parking lot was PACKED. Dr Solerno's office used to have plenty of empty spaces to choose from, close to the door. I drove around the lot twice, but the only spaces available were handicapped spaces. Fortunately, (or unfortunately, depending on your level of pain), I have a handicapped placard that I can use on bad days, and today was a bad day, but inexplicably, THEIR HANDICAPPED SPOTS ARE SOME OF THE MOST DISTANT FROM THE MAIN ENTRANCE. So even though I had driven past them originally as being too far from the entrance, I parked in one. Limped to the door. And then I saw the sign on the door that said "Stop! Go back to your car and call this number to let us know you have arrived. We'll call you back when we're ready for you". I had talked to a human being in their office day before yesterday on the phone. SHE COULDN'T HAVE SAVED ME THIS PAINFUL WALK BY TELLING ME THIS REQUIREMENT?????
So I called. The phone rang 17 times before it was answered. I told her I was there for my 2:40 appt but was told by their sign to stay outside. She said they would call in "a couple of minutes" when they were ready for me. Since I was expecting "a couple of minutes" and my back and hip told me that wasn't worth the long trip back to the car and back to the door, I sat on the front bumper of an SUV right outside the front door. And waited. And waited. After 5 minutes, the woman in the next car over rolled down her window and called out to me "Isn't this ridiculous???" I agreed with her. She told me she was only there b/c she had come from my same dental practice. She was unhappy b/c of the distance too, and about being forced to sit in the car. She also told me their prices went up since the merge, but she had already started some dental work with them and didn't want to change dentists during the process. Thankfully, I have only needed routine cleanings at 6 months for several years, and my insurance pays for those.
After I sat outside for 20 minutes with no call, I left for home. They called me 2 minutes later to tell me they were ready to bring me in to fill out some paperwork. I explained that I hadn't booked a 3:00 for paperwork, but a 2:40 appt for a cleaning (ignoring the fact that I had actually booked a 2:15 appt). I now have an appt with a dentist that my next door neighbor highly recommended, that's way closer to home, and it's IN network with my dental insurance. Dr Solerno had been out of network.
I'm not at all surprised that they had a 2:40 cancellation today for them to reschedule my 2:15 into... read more