I have mixed feelings about leaving this review because there are people at this practice that I…read moregenuinely appreciate.
First, my hygienist is wonderful. She is consistently kind, professional, thorough, and one of the main reasons I've continued coming back. I also have a great deal of respect for Dr. Vallo. He was my original dentist, and he ran an efficient, organized practice. I'm sorry to hear about his health issues, and I wish him nothing but the best.
Unfortunately, since his departure, the office has steadily declined.
Communication has become the biggest problem. It's nearly impossible to reach someone at the office directly because calls almost always go to an answering service, and messages frequently aren't returned. Even when I call for simple status updates, I often don't receive a response.
Wait times are routinely long. The office used to make those waits more pleasant by offering coffee or water, but those amenities have quietly disappeared. While that's a small thing, it reflects a larger change in the patient experience.
I've also witnessed multiple patients expressing frustration over billing issues while sitting in the waiting room. Whether those situations were ultimately resolved or not, it's concerning to see those conversations happen so often. There also seems to have been significant turnover among the front office staff, and communication has felt inconsistent for several years.
My Invisalign experience has been especially disappointing. I wore my aligners exactly as instructed, yet whenever an issue came up, I often felt as though the assumption was that I hadn't been compliant rather than considering there might have been an issue elsewhere in the process. The team provided very little explanation about what to expect, why certain procedures were being done, or helpful tips--such as keeping previous trays in case the next set didn't fit properly. There were even occasions when incorrect dates were written on my Invisalign schedule, and I had to correct the timeline myself. Asking questions often felt like I was inconveniencing the staff instead of being an informed patient.
The final straw has been the completion of my Invisalign treatment. I paid for my final retainers, was told they would arrive in four weeks, and now it's been over nine weeks. I still don't have them. I've been told it's due to an Invisalign backlog, but I haven't been given updates, tracking information, or returned phone calls despite multiple attempts. It has left me wondering whether the order was submitted when it should have been.
I truly wanted this practice to remain my dental home because it's conveniently located, I love my hygienist, and I had such a positive experience when Dr. Vallo was there. I also didn't want to start over with a new dentist after more than three years as a patient.
But after repeatedly leaving appointments telling myself, "I need to find a new dentist," I'm finally accepting that this practice is no longer providing the level of communication, organization, and patient care I expect. I sincerely hope they can address these issues because there are good people there, and I know this office is capable of being much better than what I've experienced.
