I rarely leave negative reviews, but I feel obligated to share my experience so that other…read morepatients--especially those dealing with a painful dental emergency--know what to expect.
I was referred to this office by another dentist because I had an infected wisdom tooth and needed emergency treatment. I called as soon as the office opened, explained my situation, and was told to complete my paperwork and come in immediately. The doctor told me he would squeeze me in between scheduled appointments because it was an emergency.
I arrived around 11:00 a.m., completed the check-in process, verified my insurance, and paid approximately $1,500 before my procedure. I was then told to wait.
I asked how long the wait would be and was told it would probably be another two to three hours. I understood that emergencies can involve waiting, so I was patient.
By around 3:30 p.m., I had been there for hours longer than the estimate I was given, so I went to the front desk to ask for an update. Instead of receiving one, I was made to feel like I was inconveniencing the staff simply by asking a reasonable question. One receptionist repeatedly interrupted me while I was speaking, dismissed my concerns, and responded in a way that came across as impatient and unconcerned. Rather than checking with the doctor, she repeatedly told me to sit down and wait.
Earlier in the day, I had even asked if I could leave and come back later if the doctor was running behind. I was told I could not leave and that I needed to stay in the office until the doctor was ready. Because of that, I remained there the entire day.
After I insisted that someone ask the doctor how much longer it would actually be, I was finally taken to a treatment room. At that point, I thought the procedure was about to begin. Instead, I waited for approximately two more hours. During that time, I had already been given medication and was sitting there in pain while repeatedly being told, "He'll be in shortly."
The procedure itself was completed successfully, and I have no complaints about the surgical work. My complaint is about how my time and my concerns were handled. I arrived around 11:00 a.m. and did not leave until approximately 7:00 p.m. The procedure was not performed until after the office had finished seeing its scheduled appointments.
Unfortunately, the problems continued after surgery. I was discharged without the work excuse my employer required, even though the office later acknowledged that it should have been provided before I left. I then spent the next several days making repeated phone calls trying to obtain a work note and disability paperwork. I was promised callbacks that never happened, told documents would be emailed that I never received, and had to make multiple trips back to the office because paperwork was incomplete or not ready when I had been told it would be.
One example that stood out was receiving a phone call at approximately 4:55 p.m. telling me my paperwork was finally ready for pickup--even though the office closed at 5:00 p.m. When I explained that it was impossible for me to make it there in five minutes, I was essentially told that I could either have it emailed or come back another day. It was the same dismissive attitude I had experienced throughout the entire process.
This review is not about the outcome of my surgery. It is about the customer service, communication, scheduling, and the way I was treated as a patient.
Based on my experience, I cannot recommend this office for anyone dealing with a dental emergency. My emergency was repeatedly placed behind scheduled appointments, I spent nearly eight hours in the office despite being told I was being "worked in," and I had to spend additional days chasing paperwork that should have been handled before I was discharged.
If you have a scheduled appointment, your experience may be different. But if you are in severe pain and need emergency treatment, I would strongly recommend looking for an office that can provide more timely care, better communication, and more professional follow-up!
