A big fancy building doesn't mean diddly squat if the people you staff do not know how to professionally discuss patient matters or concerns over the phone.
I had an appointment scheduled here for my sons and the day of received the standard reminder text regarding the first appointment starting at 1:30. It was taking a bit longer than usual to pull my kids out of class, so I attempted to call out of courtesy and inform them I may be at most 10 minutes late. I didn't get through and instead got a recording telling me the office was closed for lunch until 2:00pm.
At that point I was confused as to why the appointment reminder was for 1:30 if they were closed. I looked at my calendar and it also said 1:30, but seeing as the recording told me they were closed - I opted not to take my sons out of school and planned to reschedule.
Yes continuously called hoping to get through sooner and sort out the confusion. When I finally got through it was about 1:41. The receptionist or whatever she was, Bobett, was extremely rude and even worse, condescending.
Apparently, as she explained, they don't in fact "close" but their phone lines shut down during those hours. Yet, their website, google, and every other online listing shows them as closed for lunch from 12:30pm to 2:00pm.
She proceeded to tell me I should keep appointments as scheduled, in complete disregard of my confusion. I proceeded to tell her that while she is aware of how they operate, I am a new patient (my kids are) and we are unaware of these things. Really, regardless of whether we are new to the clinic or not, the information being given is contradictory. Bottom line, if I am seeing and hearing something that doesn't align with my appointment time, THEN I AM NOT COMING!!! Let alone pulling my kids out of school based on uncertainty.
She then questioned my ability to remember things, repeatedly saying, well you made the appointment, right? And, when did you make it? And, it was you right? And then, yes it was you and it was just made on the 12th. Don't you remember? What the actual fuck?!
I told her bottom line, this confusion is on your establishments part therefore I will not be charged $50 for cancellation. I then attempted to ask if I could bring one of my sons in, seeing as the first appointment started at 1:30 and there were two of them. She pretty much spoke over me and said, well we can't see them anyways so if you want to reschedule we can. A fed up me just wanted it to be over and did just that.
Not long after I realized the whole ordeal was bullshit. I reorganized my day for those appointments, which wasn't happening, and my kids would have to wait another week and a half to be seen again. She never apologized for the misunderstanding and conflicting information and was super RUDE!! Yeah, no thank you!! So, I called back and cancelled. There are a a ton of other dentists here in the valley that are more deserving of my business. They aren't one.
I'm not sure when people sitting behind a desk got such big balls and egos and figured it was okay to verbally spar with clients, patients, customers, etc. - especially when the person on the other end is politely seeking clarification and understanding.
Take note. No one wants to be spoken to as if they are 3 and suffer from short term memory loss. Or, as if they're in a disagreement with their little sister.
It may be time to run that customer service training again folks, your employees are getting rusty!!! read more