My family and I have been patients at Junca (Hoffner & Goldenrod) for over a year. Today I was trying to make an appointment for my adult autistic son to be seen as an emergency for tooth pain. Previously to this, he had seen Dr. Junca at the Goldenrod office and was told he needed to have a tooth extraction. He told us that he could either just pull the tooth OR he could do a plasma extraction where he takes blood from my son and fills the hole where the tooth was removed from with his plasma. He said although it is an option, he suggests the plasma because in his opinion it heals faster and there is less bleeding. (Still, it was an option). Anyway, back to today, as I am attempting to make the appointment with Joy (who by the way is too nice to work there. The rest of the staff could learn a lesson in customer service) I was very clear that I was not coming in for the "tooth extraction" but rather needed him to be seen for toothache not related to the tooth needing the extraction. As I held briefly for a few minutes, I then got another lady who was attempting to make the appointment. 1st, she was confused about my wanting to change from the Goldenrod office to the Hoffner (which was a request I put in over a month ago), and then, she kept putting me on mute, as she spoke to someone else in the office. By now I have been on and off on hold for over 20 mins. When I mentioned that I had been on the phone for a long time just to make a simple appointment, I was told they were busy and others had waited longer. She then told me she was waiting for her supervisor to help her make the appointment. She then said he could be seen tomorrow and the estimated cost would be almost $500. When I asked what is the $500 covering, she kept saying for the diagnosis of the tooth. This went on several times too and I am now getting frustrated because she is not explaining what it is I am being charged for. Now, almost 40 minutes later...yes.. 40 MINS LATER.... another lady keeps talking from the background telling her what to say and I can hear the frustration coming from who I am guessing is her supervisor. Now supervisor gets on the phone and begins to speak to me as if Im her child, saying Ma'am, you are being charged for the procedure of the diagnosis given by the dentist for your son, to which I again stated, now a little louder so she can stop talking over me, "What diagnosis?? You keep saying diagnosis but you won't tell me what that is!" To which she says sarcastically, a tooth extraction and a root canal. I'm sorry what? What root canal? My son was never diagnosed with a root canal. Furthermore, I am trying to schedule an emergency visit, not a tooth extraction. Now, as she is realizing the whole time they have been giving me the run around for no reason, she gets even more frustrated and tells me if I want an emergency appointment I have to call that on the same day in the morning to see if they have any cancellations. So let me understand, not only have I been on the phone for well over 40 minutes for no apparent reason, but you are telling me that for an emergency I cannot get an appointment, but if I was about to spend $500 for as root canal that we don't need, you have an available slot for tomorrow morning? WTH is going on here? By now I am livid! I asked her was she serious to which she stated yes. I asked her what kind of customer service is this? to which she said nothing, then asked what did I want to do, to which I said, I would find a new dentist for my son and hung up. Approximately 20 minutes later I get a phone call back from the Junca office. I answer. It's Vanessa, saying she spoke with the dentist, and he can do both the emergency visit tomorrow and the extraction with plasma for just under $300. So I said ok, well the plasma is optional right? Then I told her what Dr Junca told us about the extraction options. She says she is going to verify with Dr Junca and put me on hold. A few minutes later, Dr Junca got on the phone personally with a serious attitude and said he could give me the name and number of surgeons that just take teeth out all day, but that I am not going to change the way he practices for anyone, and kept ranting ..at which time I interrupted him and said, hold on on a minute. What are you talking about sir? I have never said anything about the way you practice or that you had to change anything. I simply mentioned the information you gave my son and me the last time we were in your office. I reminded him of the conversation and apparently, he remembered, but then said, this is how he does it now. I told him I felt he and his team had been very rude to me for no reason other than they were frustrated due to the mishandling of my call from the very beginning. I will NOT go back there. Service is below standard. The unprofessionalism is uncalled for and the office smells like FUNK all the time! (Joy, find a place that deserves you. they tried to blame you for this) read more
