Please note this response is not about doctors, hygienists, or services provided by clinic. We are deeply disappointed with office staff, and their consistent inability to keep promises, or offer resolution for issues their miscommunication created. When we 1st inquired as new patients, we asked if they could accommodate simultaneous appointments for my husband and I. Office staff confidently assured us they could easily handle request, as they have multiple dentists and hygienists on staff.
At 1st appt, we learn they scheduled us back-to-back (not simultaneous), and they did not explain appt was merely intake, not the cleaning we believed scheduled. Intake vs cleaning appt type was excusable, but staggered appointments was not. We explained that issue at every opportunity, and encouraged better communication to ensure it did not happen again. Without apology, office staff promise simultaneous schedule for next appt.
Approximately 6 weeks later, we call from car (due to Covid) letting them know we arrived for appt. We arrived slightly more than 15 minutes early, the 2nd car of several, to arrive after lunch-break. We watch as all other cars empty into office (clearly demonstrating capacity to handle more than 1 at a time). When they come for us, they tell us 1 comes in and other waits. We explain that was not appt scheduled, elaborating this is, again, unacceptable. Staff says they will work me in asap. After 30 minutes, I call, checking if they forgot. They assure me I am not forgotten, but still must wait. After more than an hour, they bring me in. Repeatedly we each explain their mistake, and they promise to schedule simultaneously, for next cleaning appt, in 6 1/2 months.
A few days before next appt we each receive text & email confirmations, and we each quickly respond affirmatively. Then they call, to inform us they will have to cancel 1 of us, and can reschedule in 5+ weeks. I explain this is yet again, unacceptable, reminding them of consistent appt failure. I ask for office manager to figure out how to keep our appts as scheduled.
A few hours later, I called for an update, and was told office manager was still unavailable and Rachel had flu. I was not interested in who Rachel is, why that should matter to us, or why their office manager was unable to communicate. I reiterated rescheduling 1 of us 5+ weeks away was unacceptable, and I insinuated they could cancel someone else, as to not fail us thrice, 100% of our visits. I apologized for my frustration with their consistent mistakes. I added that if they figure out how keep our appt, then to call us back to confirm, otherwise we would find different office.
3 days later they called with update about Rachel's flu, nothing else useful, stilling wanting to reschedule 1 in 5+ weeks. I thanked them for their time, and said we were done with their office, no need for any appt, ever. read more