I've gone to Albany Dental for years before this & loved the level of service, BUT this past month they flushed that all down the drain.
I went in for a night guard at the end of Aug. 1 nightguard. It took until the end of Sept and 6 appointments for them to get it right. They blamed it on the company that makes the guards & they blamed it on miscommunication. Yet, in the middle of covid they had me come back 4 more times than I should've had to. First it didn't fit, then they'd done the wrong impressions & needed more new ones, then they had the wrong one made (I only needed one for my lower jaw yet they made one for the upper for some reason). It was like the case that never ends.
Then, when they had the upper nightguard instead of the lower, Dr. Nanji came in to "apologize". Not a great apology to say that the $5 Starbucks gift cards I had been getting since after the first screwup/second appointment were "the least I can do" but that she hoped I could forgive them & continue coming back. And maybe I would have if this story ended here.
While she's apologizing, she tells me that she'll work with the office manager to give me some money back on the nightguard, which would go back into my benefits. The trouble with that was that I no longer had access to my benefits, not since just before the 4th appointment. She did not believe me and was quite condescending as she asked me why I didn't. You have screwed up something that should've only taken 2 appointments/just over a week according to what I was told in the initial appointment, how dare you treat me like I'm lying. Then, I leave the office with an appointment to come back the next week and multiple promises that it would finally be the one when I would finally have a nightguard. I get a call from the office manager, Linda, a few hours later. She tells me that my stuff will go through her now, that she's very sorry it took this many appointments, etc. She then tells me she'll give me $150 office credit AND $100 gift card of my choice. I confirmed with her that I would be getting BOTH office credit AND a gift card, to which she said yes and RECONFIRMED.
The 6th appointment did end with me FINALLY having a nightguard (the correct one & it fit!). As I left the office, I checked with the ladies up front for my compensation as promised by Linda only to be informed that no one had told them about any gift card but that there was $150 office credit on my file. The ladies at the front desk tell me that they'll have Linda call me to sort it out since everything goes through her now. A few hours later, she calls me. On an unknown number. Why would I answer an unknown number, when we live in the age of spam/robo calls? She then has the audacity to try to gaslight me about our previous phone call by telling me that what she had offered was the office credit OR the gift cards. That there must have been some miscommunication. This whole situation is one "miscommunication" after another, you'd think they'd learn after the first couple times. After this whole situation going on for more than a month, she made it worse by trying to trick me about what I know I remember & what she confirmed with me. She tried to twist it as me telling her that I didn't want a gift card because it would be of no use to me (uhm in what world would a gift card of my choice not be useful). At this point I was absolutely done with the whole thing. I told her that I would much rather have a gift card, to which she agreed - and I did actually get it!
As stated above, I might have forgiven them & come back if it wasn't for the continued bad treatment. Then the only thing that I would be coming back for was to use the credit they had given. Now, after all of this, after Linda tried to gaslight me, I don't ever want to go back. Their treatment of me this past month was ridiculous & their half-baked apologies continued to make it worse. Thank you, Albany Dental, for wasting my time and for putting me & everyone I interacted with more at risk for covid. read more