Since they refuse to post and acknowledge this on their review site, I will post it here:
I came in for my regular six month check-up and had NO issues with Linda, the hygienist or Dr. Nguyen, the dentist whatsoever during the appointment--They were great, 5 stars for both of them.
I have been coming here for years and never had such a negative experience before my actual appointment that I felt strongly I needed to voice. The reason for the low rating to put simply is the level of service exhibited by a hygienist named maria during my initial scheduled appointment.
As a quick summary, I had to reschedule my appointment planned six months prior and had to take the only available appointment with maria, not my regular hygienist.
Fast forward to the appointment with maria. For the first time ever, I had shown up ten minutes late to my appointment due to an accident that had taken place that morning. Full disclosure, I knew the late arrival was my responsibility and rushed up to the front desk where the receptionist was on the phone and everyone behind the desk was busy doing their tasks and had not seen me, therefore, unable to check me in. I was antsy and felt horrible already being ten minutes late since it is not in my nature at all but was prolonged a bit more with the phone call when the receptionist gestured for me to sign in. I did and waited a few minutes for them to call me up. When I did go up and the hygienist maria was standing at the front desk and said instantaneously that she 'cannot complete the full cleaning appointment 20 minutes into the appointment and can only do the x-rays and [I] can schedule another half-appointment to come back later for the cleaning'. I glanced at my phone at this time to check and noticed it was now 15 changing to 16 minutes, not 20, into the appointment when they called me up. I asked if the cleaning can be done now and x-rays later instead and she said some nonsense about 45 minutes is needed for the full appointment, which wasn't what I asked at all.
At this point, I was certainly getting frustrated as it seemed clear by her attitude maria had made up her mind and that she didn't want to take me back for the cleaning at all and was sitting here wasting time as well. At this time, another patient walks in behind me and maria promptly asks his name to check him in which again derailed from determining a solution for my appointment also which left me fuming when clearly time was a critical factor. Again, I know it was my mistake showing up late due to the unforeseen circumstances but I didn't even bother trying to explain what had happened when the hygienist seemed beyond stubborn and was giving others priority while seemingly overlooking me in the process. I wasn't going to waste my breath talking to a huge wall. There have been occasions where my appointments have been delayed (by quite some time) at this office and I understood things happen--I get it, but heaven forbid the one time the reverse unexpectedly happens and you as the patient now have to waste your time splitting hairs as time ticks away at the front desk eventually leading to you rescheduling your appointment.
The receptionist said there was an opening in the same afternoon with another hygienist but of course I was unavailable. During this time, the hygienist maria was also looking at the schedule with the receptionist also and stated 'my usual hygienist was all booked up'--Which I already knew since this was why I was standing there in the first place because this was the only opening. I felt rather than trying to find a solution of getting my teeth cleaned in a timely fashion, this hygienist wanted me off her schedule and on someone else's. Luckily the receptionist managed to squeeze me in for a 'full appointment' the following week with another, different hygienist, Linda, thankfully which I was grateful for her assistance with the shuffle. Flash forward to the next week with Linda, my cleaning and x-rays during the actual re-scheduled appointment lasted 15 minutes and the dental exam was completed 5 minutes later, so everything was done in 20-25 minutes today and I was out early.
Again, I have been coming here for years, rated my appointments top marks each time, and enjoy the staff of the practice but the experience with this hygienist maria was absolutely off-putting and left me feeling disappointed for the route taken in which a situation that had many simple solutions was poorly handled. The manner in which I was treated by this hygienist was completely unacceptable that I needed to voice this experience. read more
