WORST CUSTOMER SERVICE EVER!
First, wish I could give a review of their dentistry, but never got the chance to experience it! This review is a bit long, but I went thru a lot with them (I condensed it as much as I could).
I made my initial appointment through their online scheduler. I received a call back a couple of days later and made an appointment for 2/10. X-rays were taken and the dentist appeared to be a decent human being and a competent dentist. She needed info from my periodontist and his office told me that my insurance required a referral to see him. So, after leaving several messages with the DentalWorks, finally received a call on 2/15, and was told that the referral and X-rays would be sent immediately, and I would receive a confirming email within the hour. NOTHING. I called Dental Works 3 days in a row, leaving detailed messages, with no response. I emailed them on 2/18 (and finding their email address is not easy), but still nothing.
Finally, on 2/23, I took the time, effort, and cost to send a certified letter. On 2/25, the office manager called, apologized, and said that maybe (all 3) of my messages had been forwarded to a Texas office. And she didn't understand why I needed a referral for a doctor I was already seeing. I had to inform her that since I had a new dentist, I needed a new referral, from my current dentist. I also pointed out that no one said anything about that on 2/15. She agreed and said the referral would go out that day and I would receive an email. Later that day, she left me a VM saying I would get my email within the next few minutes. NOPE!
I still needed an appointment for a cleaning and as I had bitten my tongue badly, the dentist wanted to follow up to make sure that I didn't need surgery, so I called again on 3/16. Naturally, the call was answered by VM, the seventh time of the 8 calls I placed to their office over 2 months. I left a message, including name, number, and reason for calling. NADA!. I even left a plea to redirect the message to the Forest Park office should it go astray.
Next, I thought maybe they don't listen to messages during the day, but surely must check them each morning - so I called and left messages early on 3/19 and 3/21. DIDN'T WORK!. So I sent ANOTHER certified letter on 3/24, recapping everything and advising them that I would be sharing my troubles with the internet community.
On 3/29, the office manager wrote me an email to apologize and to say they had sent the information to the specialist, but had my email address wrong (even thought I spelled it out for them, letter by letter). She said my calls hadn't been returned because they were short-handed due to illness.
In my email response, I pointed out that 7 unanswered and unreturned calls over 2 months was an abysmal standard for customer service, especially for a dental office! I said that I would give them one last chance (the staff seemed friendly and otherwise professional, and I liked the dentist). So, I called one more time (and left a VM, of course), but this time, I received a return call. The caller said that they had not received the info from my periodontist, so I gave her his contact information (again!) and she said that she would contact him and call me back - and guess what...THEY NEVER CALLED ME AGAIN!! It's been over a month as of the time I'm posting this - and here's the topper: I got a call for help from my periodontist's office - they're having the same problem - they've left message after message and no one has called them back! I told them to forget it - don't waste any more time on it. Enough is enough...
So, my advice to you is this: If you want a dental office that cares about you and is responsive to your customer service needs - THIS ISN'T THE PLACE!! Save yourself the pain. Honestly, I don't know how they have clients when you can never make an appointment. I don't know what's going on over there, but they're clearly not interested in attracting and retaining new clients. read more
