Dental Expressions has no respect for patients time or what it takes for a patient to make it to an…read moreappointment. I have been a patient there for 10+ years and have referred many friends and family members there. however, I will not be going back and my family won't either after a recent experience at an appointment.
I scheduled a dental cleaning for myself in July. they couldn't fit me in until September which is understandable. I got text reminders the day I made the appointment that my cleaning was scheduled from 8am to 9am. I got multiple text reminders leading up to the appointment. Texts saying I needed to be there ten minutes early for any updates to paperwork.
I arrived at 7:50. Filled out the online paperwork. And waited. They called me back to the room at 8:11. And when I got back there, the hygienist told me that they didn't book enough time for my appointment type and I would have to reschedule. She said they only booked me for sixty minutes but they actually needed 80 minutes because I have to get numbing done before my cleaning due to really sensitive teeth. And that because I need to be numb, they didn't have time on the day of my appointment. AFTER I WAS ALREADY THERE!
Why wouldn't they have checked their schedule before the day of to know that my appointment time was wrong? Why would I know that an hour isn't long enough time? She said to do numbing and x rays for my cleaning- they just wouldn't have time In the sixty minutes. She said "I know it says all over in your chart that you require numbing in all four quadrants. But do you ACTUALLY have to be numb? Because if you do, then I can't do it today because I've never seen you before and I don't have enough time."
WHY IS THAT THE PATIENTS FAULT?? I said "yes I actually do need the numbing in order to get an effective clean without being in pain, and in fact, that was at the suggestion of the DENTIST so that I could get the most out of my cleanings." And I've had the appointments done this way for over 3 years now, so this isn't new.
So, I had to go back out to the front lobby, and they had to reschedule me for a different appointment time in DECEMBER!
After I had taken time off of work to drive up there, made accommodations to get my son to school, used gas and TIME to get there, even got there early, and they decided that I should be the one to be inconvenienced and come back, instead of them trying to get my appointment done in the time that THEY scheduled.
It was so disrespectful and no one took accountability. The receptionist that initially scheduled me for that morning, never said anything while they were saying "well I don't know who booked this but the time wasn't right." Mind you, I was there ten minutes early. I had to reschedule because they were unwilling to work around a ten minute time discrepancy that was THEIR FAULT. The dentist never even acknowledged that any of this was going on, and he even came in the front office at one point and then left.
When I managed a doctors office, if there was a scheduling conflict that was THE STAFF'S FAULT, we never even let the patient know that it happened. We did everything we could to move things around, accommodate and make it work because the patient was already there and it was not their fault.
I never got a sincere apology for this incident, no one ever recognized that my time was wasted, no one took accountability. Needless to say, I switched to a new dentist and canceled mine and my husbands appointments with Dental Expressions going forward. The service there was so so incompetent and disrespectful and they only care about quantity of patients instead of quality. If you want any kind of customer service or respect at all, DO NOT GO HERE. Of note, the new dentist I called, got me in for a cleaning within a week, and offered numbing.
