Unfortunately, my review is lengthy, but I believe the details are important…read more
My family has been patients at Duffy Dental for over five years. During that time, we have had a very positive experience. Dr. Duffy is excellent, and much of the office staff has always been friendly, professional, and welcoming.
However, over the past several months, we have experienced repeated and frustrating issues with billing and insurance verification.
Our insurance clearly covers dental sealants for children up to age 14. My children are 12 years old, yet on three separate occasions we were told at the time of the appointment that we would need to pay approximately $160 out of pocket for a service that should have been fully covered.
Each time, we declined treatment and rescheduled after being reassured that the issue would be corrected.
Unfortunately, no note was added to our account, and the same billing problem occurred at every appointment. This resulted in multiple unnecessary trips, missed school for my children, and time away from work for my husband or myself.
After the third occurrence, my husband understandably expressed his frustration. When I later contacted the office manager, Theresa, to discuss the matter, she repeatedly interrupted me and would not allow me to explain the situation.
More concerning, she accused my husband of yelling at a new employee and "throwing things around the office." This accusation is completely false. My husband was frustrated, as any customer would be after repeated scheduling errors and wasted time, but he did not behave in the manner described. Making such serious and unfounded accusations is unacceptable.
I do sympathize with any new employee who may have felt overwhelmed, but the responsibility lies with management to properly verify insurance coverage and document account notes to prevent the same issue from happening repeatedly.
It is extremely disappointing because we genuinely liked Dr. Duffy and several members of the staff. The office is clean, well-maintained, and Dr. Duffy provides excellent care.
However, due to the repeated billing issues, poor communication, and false accusations made against my husband, we will be taking our business elsewhere.
After more than five years as loyal patients, this is not how we expected to be treated.
I cannot recommend Duffy Dental based on our recent experience. My advice to prospective patients is to verify your insurance benefits independently before any appointment and be prepared to question charges that should be covered.
