Extremely disappointed with how this office handled my situation which changed my opinion of a…read morepractice I had previously trusted.
I was an established patient who had already undergone a procedure, had additional appointments scheduled, and planned to continue treatment, including a future dental implant.
My stay plate broke, leaving me with a missing front tooth. I looking to get a replacement as quickly as possible so I could return to work. However, I was told the replacement could take approximately a week and a half, although they couldn't confirm until midweek. Given the possibility of being without my front tooth for several days, I asked whether the doctor could provide a work note for my employer. I explained that I was extremely uncomfortable returning to work with a missing front tooth and wanted documentation while awaiting the replacement. Abigail, the front office staff member assisting me, consulted with Dr. Joyce Choi and returned to inform me that the doctor would NOT provide a work note because no surgery had been performed during that appointment. I was genuinely surprised and asked for clarification, but received essentially the same response and an apology.
What disappointed me most was not simply that my request for a work note was denied. It was the overall lack of understanding and support for the situation I was facing. I was dealing with an unexpected dental problem that affected my confidence and comfort in returning to work, and I was trying to find a reasonable way to manage the situation while waiting for my replacement stay plate. Even if the doctor felt unable to provide a note, I would have appreciated a more compassionate conversation, or some effort to help me navigate the situation. A little understanding and consideration at that point could have made a significant difference in how I felt about this practice. Instead, I left feeling unsupported, and what happened afterward only reinforced that feeling.
Feeling unsupported, I requested a refund for the replacement stay plate and asked that the lab order be canceled. The office agreed to issue a refund, and I decided to seek future treatment elsewhere.
Unfortunately, what began as a disappointing interaction over a work note became a bigger issue because of how things unfolded afterward. After leaving, I realized I hadn't gotten the names of the staff members involved. While sitting outside the office, I called several times, but my calls initially went unanswered, despite no patients appearing to be waiting at the front desk. When someone finally answered, I obtained their names and discussed the refund. We agreed that I would receive a follow-up call the next morning. Shortly afterward, I discovered I had accidentally left my broken stay plate at the office. I repeatedly called to arrange its retrieval, but my calls went unanswered and directly to automated voicemail. This was before 5:00 p.m., while the office was still supposed to be open. Eventually, I was left on hold until the office closed, without receiving the assistance I needed.
At this point I felt a noticeable change in communication and the timing left me feeling that once I was no longer moving forward with treatment, my concerns were no longer a priority. This was what ultimately damaged my trust in the practice--not simply the initial refusal, but the lack of support, empathy , and communication that followed. Unfortunately, I expected better. I subsequently contacted another dental office where I had already begun establishing care. Their response was immediate, understanding, and accommodating. They expressed surprise at my experience with this office and were willing to help me. The contrast in patient care was significant and reinforced how important it is to have a provider who makes patients feel heard and supported. How a practice communicates, handles concerns, and treats patients when something goes wrong is just as important as collecting payment.
I had every intention of continuing my dental care here, including my planned implant treatment, but this experience changed that completely and I have decided to take my future business elsewhere.