My experience with Keystone Orthodontics started off great, which makes this recent interaction especially disappointing.
A family emergency required me to travel overseas, where I stayed for nearly two months following my grandfather's passing. I contacted the office to reschedule my appointment, and that was handled without any issues.
When I arrived for my rescheduled appointment, I asked whether I needed to sign the contract because I still had not received it by email after a week. This led to considerable back-and-forth, and by 1:45 p.m., I was still waiting for the contract situation to be resolved. I also learned that the contract amount had increased because of the lapse in service--something that had not been communicated to me beforehand.
The office had no issue processing my payment. However, when I requested a refund approximately 20 minutes later, Morgan told me the terminal was not working, that they were having trouble issuing the refund, and that they would need to call a company in Delaware. Being able to take my payment but then encountering problems returning it only added to my frustration.
My biggest concern was how Morgan handled the situation. I found her tone and approach rude and dismissive. I was wearing my Meta glasses, and when I told her I had recorded the interaction, she threatened to call the police and picked up the phone before stepping away.
As an African American patient, being threatened with police involvement during a disagreement about my contract felt intimidating and deeply upsetting. I came in expecting clear communication and respectful treatment, and I left feeling disrespected.
The money is not the issue. The issue is transparency, professionalism, and how a patient is treated when asking reasonable questions about their care, financial agreement, and refund.
The rest of the staff were lovely and friendly, and I want to acknowledge that. However, my interaction with Morgan overshadowed those positive experiences. Based on how this situation was handled, I would not recommend Keystone Orthodontics. Zero out of ten. read more
