We became patients at this practice in October while Dr. Adel still owned the office, and at that…read moretime our experience was excellent. The hygienists, Dr. Adel, and the overall staff were professional, friendly, and efficient. Unfortunately, since the change in ownership, the quality of service and professionalism has declined significantly.
Today's experience involving my elderly mother-in-law was extremely disappointing and ultimately led us to leave the practice altogether.
She visited for a routine cleaning and, despite having active insurance and presenting her insurance card, was charged $210 out of pocket. According to the office manager, it was entirely the patient's responsibility to proactively provide and verify insurance information, and the office apparently does not confirm insurance details during check-in as most medical and dental offices routinely do.
What was most concerning was not just the billing issue, but how it was handled afterward.
I initially spoke with Robin, who remained professional and courteous despite knowing I was upset, and I appreciated that. However, when the office manager, Sarah, returned my call, the conversation quickly became unprofessional and condescending. She repeatedly blamed my elderly mother-in-law for the situation rather than attempting to resolve it respectfully.
I also brought up a prior insurance issue involving my wife and me, where claims took approximately four months to process. I was immediately told that was "categorically false," essentially implying I was being dishonest. After checking their own records, they discovered I was correct -- the claims were not paid from October until February. Instead of acknowledging the delay or apologizing, the conversation became increasingly argumentative.
The office is now holding my mother-in-law's payment until insurance reimbursement is received, despite the fact that the insurance information was provided at the appointment. When I requested contact information for corporate management, the manager hung up on me. Calls afterward went unanswered, and I ultimately had to drive to the office in person just to obtain an email address. Unfortunately, the interaction in person was no more professional than the phone conversation.
As a result of these experiences, they have now lost three patients from our family.
It is disappointing to see such a dramatic decline after the ownership change. Based on our experience and the growing number of recent negative reviews, this practice no longer reflects the professionalism and patient care it once did. I cannot recommend this office under its current management.
