I have been coming here since they opened and loved Dr Brown and the cute environment. However, my latest experience shocked me and left me very hurt. My last visit was for a cleaning for all four of my children which I made 6 months ago/last year. Before the visit, they confirmed my appointment vis text and that I would be doing self-pay because my insurance had expired, and due to our financial circumstances, we do not have dental insurance this year. WHEN I ARRIVED, I was told the cost of the visit. I was already there and known there would be a cancellation fee at that point, so I felt like it was too last to cancel or change my mind. I was already emotional that morning from other personal struggles, unknown to the staff, and throughout the visit I was holding back tears with the overwhelming financial burden. This unexpected cost just tipped my emotions and I spent the rest of the visit trying not to cry. While each staff member was doing their job and asking me their routine questions, I was short in my responses as I mentally was trying to figure out the best way to pay and texting my husband about what to do at the same time. I left the appointment embarrassed and hurt. A few days later, I called to set up my kids necessary cavity appointment & hopes to ask for financial aid. On the phone the lady told me that I was not allowed back because I had "offended" the employees and made them "uncomfortable" -- I was SHOCKED. I was the one that was embarrassed and felt like none of the front office ladies even gave me an ounce of sympathy or concern but instead just watched me cry. After the call, I even reached out to the Dentist and carefully explained my side. I had no intention of offending anyone at the office and hoped that as a valued, consistent client, he would be more understanding. I had never had a problem with any of the employees there ever. Even though he responded kindly, I am still not allowed back.
I am extremely hurt. Why should I be judged by my worse day, rather than given the benefit of the doubt for all my years of loyalty and kindness.
My review is not meant to destroy this good business. I simply hope the next person the staff struggles with is handled more carefully - with a little more empathy and little less judgement. read more