My encounters with both dentists here were good, and Jacey was a really great dental hygienist. Dr. Shakespear seemed very understanding of my complaints, but ultimately did nothing about them. Which is why I've now had to find a new dentist to finish a ton of dental work I still need completed. This is the first time I've taken the time to write a Yelp review, purely because I don't want anyone else to have my same experience at East Mountain dental.
At my initial exam it was discovered that I needed a root canal on the bottom left molar, and needed some filings. I felt a ton of pain on the bottom right molar but the dentist (cant remember his name, never encountered him again) said he saw no issues and even did the cold test, which of course caused excruciating pain. But he still said it looked normal.
When I went in to get a root canal done on my bottom left molar dr. Shakespear realized one of my roots was so irritated that it needed to be medicated and sealed up for another week before the root canal could be finished. I accepted a summary of the cost from Jenna at the front desk. Miserably numb and out of it from the nitrous, I didn't question the charges to my insurance for a pulpectomy as well as the full cost of the root canal at the next appointment.
My bottom right tooth was still causing me a ton of pain so I went to an Endo who very quickly saw that the tooth needed a full root canal as well. When his front desk billed my insurance, we figured out that my benefits would be almost entirely used up from just the charges Jenna at East Mountain had entered. My mom has worked in Endo for 5+ years so she called Jenna and asked her why she had charged the pulpectomy when it really should just be a root canal. She was extremely disrespectful to my mom on the phone and said this was Dr. Hamilton's policy and that my mom should know this stuff if she really had worked in Endo for years. We were floored at her attitude and flippancy.
When I went back to East Mountain a week later to finish the root canal, I explained the situation with the charges to Dr. Shakespear. He said that was completely wrong and that Jenna was totally out of line. So they went back to recall those claims to insurance. As I left and confirmed with Jenna that those charges were being reversed, she acted like she had no idea what I was talking about.
The problems just continued from there with Jenna. With every encounter she was cold and flippant, over the phone and in person. I had to reschedule an appointment one week because I got called into work, well within the office's 24 hour cancellation policy, and Jenna threatened to charge me the cancellation fee and then said she didn't want to reschedule me because when I cancelled on them it ruined their schedule for the day. Absolutely ridiculous, since I am the one spending thousands of dollars with them.
After that phone call I decided it was time to find a new office, since it was clear that I was an inconvenience to Jenna. So I called back and told her I was tired of being treated so poorly and that I wanted to cancel all of my upcoming appointments after getting my crown placed, and find a new dentist. Her response was "Great, I'll cancel them all."
When I went in to have the crown placed, I pulled my dental hygienist aside and told her I was very disappointed with how I had been treated by Jenna and that I would need to find a new dentist since nothing was being done. She was super apologetic and told me we'd discuss it after my crown was placed, with Dr. Shakespear. Instead, I was quickly escorted out of my appointment as soon as it finished.
I sent a message to Maceala, the office manager to inform her of the whole thing and she called me back and left a voicemail saying she wanted to hear everything. I have called her and left her several messages in return. No word back. It's clear that East Mountain Dental does not care that Jenna at the front desk tried to rack up my bill, and has gone out of her way to make me feel uncomfortable and completely disrespected.
I can't emphasize enough how truly terrible an already undesirable thing like root canals and crowns became, because of East Mountain Dental. I highly discourage anyone from going to this office, and if you do, be sure they aren't charging you unethically. read more
