Are you looking for a dentists' office with terrible communication skills? Koch and Crossley is the office for you if you'd like to be frustrated and embarrassed every time you show up at their office for a scheduled appointment. Here's a taste of what could happen to you, should you choose to let them be responsible for your dental care. I've had multiple fillings done at their office, with at least two of them resulting in re-dos because of the poor work done the first time around. I was even contacted after one of my cleaning appointments after they reviewed x-rays to come back and get another one repaired at no charge.
Flash forward to beginning of January, I show up for my daughter's cleaning appointment and present them my new insurance card. My employer had switched providers for the new year and the informed me that they did not accept my new provider. That was fine. I had them cancel any of my family's standing appointments so that we could find a new provider that would accept our insurance in the area. However, they kept my appointment to fix that single filling they did incorrectly at no charge.
I confirmed my appointment when the reminder came through and didn't hear anything else from them. I come to the office for my appointment and no details were confirmed at the check-in window, I was never called up. So I get back to the exam room with my tech and I ask her to please make sure that everything is okay with my filling being done at no charge still, because that was the original agreement and since they don't take my insurance anymore, I didn't want any surprises after they were already done working on me.
I saw her review my chart where it said the filling was to be done at no charge on at least two different entries, but then she said that since it had been over a year they would no longer be able to do it at no charge. She consulted with the doctor and he confirmed. My question was why I hadn't been contacted previously and notified of this change to an already agreed upon price/procedure and they didn't really have an answer. My time taken off work isn't valuable to them and apparently, as a patient here, you are supposed to be familiar with all their internal rules and policies.
Needless to say, I left and didn't get the filling replaced due to their inability to communicate their internal policies. Everyone I spoke to just had an excuse but no reason as to why this wasn't communicated to me even a month ago when they confirmed they were keeping the appointment. If I had known there was going to be a charge, or a statute of limitations on when they would honor their word, I wouldn't have bothered keeping the appointment or going in and wasting my time. read more