I'm so grateful for Dr. Mak and his staff. A rough experience elsewhere had left me with lots of anxious feelings about dental work, so even though I know I require a bit more patience than other patients may, I've only been treated with respect and care. Today I had a procedure that was a bit more invasive than I had hoped it would be (a girl can dream, right?!), but Dr. Mak was amazing throughout. Incredibly fast, so attentive, very thorough and on top of these things: he's empathetic! I feel he truly has my best interest in mind when he is treating me. In response to those complaining about financial transparency: Medical billing can be complicated, but I've ALWAYS received thorough estimates before my appointments. In today's landscape where it's tough to know who one can trust, this practice values their integrity. I truly can't imagine how anyone could ever give Mak & Kleiger less than a glowing 5 star review. read more

Been using their services for years, now. Friendly staff, efficient process. I'm always in and out of there in less than an hour and still feel like all issues were paid attention to. I've had some questionable dentists in my life, but M&K I trust completely. read more

I had a great first visit with Dr. Mak and his team. He was kind, efficient, and thorough, and his staff was equally amazing---friendly and professional. After dealing with bruxism for years, I'm finally getting fitted for a new mouthguard and have a plan to replace some crowns and veneers. I feel very confident moving forward with this dental team and truly look forward to getting the work done! read more

I saw Dr sho the brand new unsupervised dentist and had a horrible experience. Do not go to this practice. Dr Mak and Dr Kleiger are not supervising this brand new dentist and she had no idea what she is doing. Because of her incompetence I wound up with a horrible infection and Dr Kleiger had to remove the infected tissue and bone graft she placed. The office staff especially the manager Dana are also impossible to work with. They overcharge and do not process insurance correctly. I would just save your time and find a better place to go. Also the periodontist there does not show up and cannot start work on time. So I suggest just finding a more professional office to go to. read more

I agree that the billing staff can be aggressive, but I learned to be aggressive right back so it all worked. Just life I guess. As for the service, I have nothing but positive experience, especially with the asian Filipina assistant. Her work was with care and she was very pleasant. Moreover, I never, ever felt the staff was recommending unnecessary services, unlike so many other dentists I have been to. So, I'm all good with Mak and Kleiger. Yeah, the penalty fee for being late sucks and they really should have 1 missed appointment mulligan. read more

I am 64 years old, and have been going to dentist offices all of my life. The way this front office functions is the most dysfunctional business I have ever witnessed. They are flatly practiced in the art of bait and switch. They tell you one price when the original assessment is made, but when they send you a text reminder, the cost is always higher...much higher. And if you dont cancel 2 days ahead, they charge you a 50 dollar fee...regardless of circumstances. For example, they said I needed a bone graft, at a cost of 700 dollars. It is not insured by Delta, so it is out of pocket. I agreed, but then they later said it's also a charge of 550 dollars to get a "cap" that holds it in place; so the charge really is 1250 for the procedure...which they don't say until right before you come in, and can't cancel without a fee! That's like buying a car, but when you get in there is no steering wheel..but you can get it at an additional charge. What a fucking racket. THEN, they said it would also cost an additional 350 for a intra-oral xray...although they had already got me for a radial xray that was not covered by insurance. So the original est. of 700 actually swelled to 1600 by the time is was to get started. It goes on and on. And when you question these practices, they become hostile and demeaning. Dr. Mak does great work, and the back staff are kind and efficient. But the office manager is horrible and drives her front office staff to do her bidding. I won't be part of this "good cop, bad cop" scenario, and you shouldn't either. They act like they are the only dentist group in town. I would strongly discourage anyone from doing business with this group. read more

Updating my review - DO NOT AGREE to be seen by the newer female Asian student/new grad "dentist". She misdiagnosed me, and refused to consider the possibility that she was wrong when I asked for clarification and for her to double check her diagnoses. ***If you're inexperienced and have no expertise or actual skill to offer, the very least someone can do is not have an attitude problem and inflated sense of self when you ask them to double check. *** She literally "reviewed" my x-rays and took a 15 second look inside of my mouth and proceeded to misdiagnose me. Dr. Mak confirmed in a later appointment, which I had to return for in order to fix my "issue", that I do NOT in fact, have the said issue. Which, um, no surprise there. To add to the annoyance, I was initially scheduled on that fateful day to see either Mak or Kleiger for my routine cleaning so that was never supposed to happen. The hygienist purported that both doctors somehow became unavailable and I was offered to be seen by this intern/whatever she is instead despite being scheduled with the actual doctors. She also (thankfully I guess) could not take care of my issue and perform the necessary procedure in the same visit (because she's probably unauthorized as a student?), which necessitated that I make a separate appointment to return at a later day so one of the real dentists could fix the problem (which again, the problem which I DID NOT HAVE). +1 star for Dr. Mak double checking her work on the return visit at least.....? Overall negligent however and waste of time in having to return for nothing + zero apologies. read more

Trying to get the cost of a root canal out of them was like pulling teeth. I spoke with Dr. Klieger about it: 1) I was told the root canal would be $938. It turned out to be $1176 because it required an assessment. (I asked them for the itemized bill but just got a bill with the lump sum. 2) I was told that the most likely scenario for the post-root canal work would be a $210 restoration, but that in some cases a crown is needed, which would cost $1220 instead. 3) But, OK, I ended up being one of the "rare" people who need a crown after a root canal. So that should be $1220. But I was wrong about that, too. Those aren't two different scenarios. The $210 restoration is something you need in any case. The crown is on top of that. 4) So $210 + $1220 = $1430. But their math is different. It's actually going to be $1479. Kind of insignificant in the grand scheme. But it's just more of the pattern. I told the person on the phone, "It seems Dr. Klieger and the people at the desk gave me incomplete and/or misleading information about every step of the process. Maybe I misheard everything, but now that I've seen all these Yelp reviews about what you charge, I'm not so sure." She said, "Well, talk to Dr. Klieger. Maybe he'll give you a senior discount or something." (The 3 stars represent a compromise between this issue, which deserves one star and the actual work, which was fine.) read more

I've been coming to this dental office for over 10 years and I have had nothing but incredible experiences with all three dentist. They are patient and kind. All three have incredible bedside manner & I have to give a shout out to Dr. Mak for caring for me during emergency visits and for my two parents. Ralph and Maria are absolutely amazing dental hygienists that I regularly schedule my cleanings with because they are gentle and thorough. I highly recommend Dr. Mak & Klieger for your dental needs! read more

Dental work is great, however office staff /management tends to not be courteous nor empathetic... not going back...

I've been going to this dentist office for years, I like the services, but do not like the office billing practices. They have very punitive late fees. The late fee was equal to half the entire amount owed! They are not forgiving for even for long time clients and just for an honest mistake of a few days late. Hard-core. Don't be late for anything or you will pay! read more

I have seen Dr. Kleiger for many years. I really like him and the work he has done for me. The administration is pretty bad (even compared to poor/unorganized practices), and the billing is an issue, as they produce errors frequently. The head of the administration in the front office is not the nicest person to deal with, and you have to deal with her for most problems. It's getting bad enough where I might give up on a dentist I like because of his poor staffing choices. I really wish Dr. Kleiger would make changes to his practice. It's sad, considering how good he is otherwise. read more

Dr. Lazarian was very attentive & took the time to discuss what she discovered during my examination. Jacqueline was the gentlest hygienist I have ever had. No pain or discomfort but a very thorough cleaning. X-rays were not uncomfortable at all & very quickly taken. Clean office & a very safe environment. read more

I like their Dentist but I don't like their system. They are out to get your money and will find ways just to drain your savings. Their dental hygienist are a mix of good and nasty ones. The nasty ones will even try to blame you if you have small mouth even if you are already hurt from opening too much. I had been in other dental clinics but was not treated that way to the point that your gums bleed at times read more

my favorite dental office! it's always daunting trying out a new dentist but during my first visit Ralph & Dr. Kleiger we're so kind. Now, Dr. Sue and Ariel are the reason why i'm writing this review. They both have such warm & nurturing energies read more

Anything that could've went wrong this week did but thanks to Dr. Lazarian & her team for taking me in last minute and helping me out with my medical emergency. This is honestly the best dentist I have been to in a very long time. Not only was I in an out less than an hour but they were able to explain everything to me in layman terms. They were very reasonable and were able to work with me since I do not have dental insurance. I cannot wait to go back for my teeth cleaning! I Was feeling so sad and very anxious but Dr. Shannon literally me call me down in assured me she could handle the job. Thank you for all your hard work read more

Mak & Kleiger, DDS - Business cards - General Dentistry Near Me - Pasadena, California

I have been going to Drs Mak and Kleiger for a many years. The only complaint I had back then was trying to get an appointment. In last couple of years the patient care with management has been deteriorating. This coming from a ten plus year patient. Dr Kleiger is the DDS I see, I have zero complaints about him. He is the one of the best DDS out there. The one star and review is for the management and billing. I understand nothing is free and I don't expect it either. I have really good insurance that covers almost everything in dental. First when the Dr says that the insurance will cover everything and you agree to do a procedure and when checking out they agree with the Dr. but then a week later I receive a bill. When I call back they didn't know what was covered. Really! Billing is not that complicated after you bill for the same code thousands of times you should know what pays and what doesn't. Second I have an appointment for a follow up visit. I need to cancel last minute day before and they say I might receive a bill for not canceling 24 hours. A week later a get a bill for $40 for not canceling the appointment. If I could control any occurrences happening 24 prior to my DDS appointment I would. Anyway thank you Dr Kleiger for all the great years of being my DDS. But I will no longer return to your office.. read more

Mak & Kleiger, DDS - $40 FOR NOT CANCELING APPOINTMENT, MAKE SURE 24 HRS PRIOR TO YOUR APPOINTMENT NOTHING COMES UP AND HAVE TO CANCEL.. - General Dentistry Near Me - Pasadena, California

Everything was great in regards to my exam, however, I noticed that despite the masking policy posted on their door, most of the staff had their mask down, below their nose, or not on at all. This did make me a little uncomfortable. I also noticed everyone just had a standard medical mask on instead of an N95. I have small unvaccinated children at home and health and safety are something I consider highly, especially when choosing a dentist. read more

Dr. Mak replaced two caps and did an amazing job. I'm impressed with the vast improvement in appearance. I've been a patient for almost two decades and have always had positive experiences. I'm anxious when it comes to dental work but all of the dentists and hygienists here are professional and kind. read more

Let's call it 2.5 stars based on more than 15 years of wonderful care and attentive service going back to Dr. Walker, Dr. Johnstone, and Dr. Kleiger's first days with the practice. Five plus stars all the way, up until my last procedure. In fact, we'd referred a number of patients to the practice over the years... I know there are no guarantees in dentistry, but would hope that spending the kind of money that I did on a crown would mean that it would last more than a year and a half - 555 days, to be exact. My greatest frustration, though, when the crown popped off whilst flossing, was the complete and utter lack of caring that the staff showed when I tried to resolve the situation. I'd tried to contact Dr. Kleiger with questions and it just didn't seem reasonable to me that I would have to schedule an appointment costing over $100 (my dental insurance had disappeared, along with my job) just to ask about my options. No empathy for my situation from the office staff. To note - the crown had been set with cement, rather than a post. When it popped off there was a "spike" of cement that was jabbing the inside of my mouth so I needed to deal with it sooner rather than later. I ended up going to a dental clinic close to home who was unable to re-attach the crown as there was "nothing to reattach it to'. More calls to Dr. Kleiger's office left me nothing but frustrated since the office staff wouldn't even give him a message. Bottom line, the clinic give me a temporary filling which hasn't held up very well either. I still don't have dental insurance and spend most days in a fair amount of pain. It looks like I'm going to lose the tooth anyway. It just galls me that I couldn't even get a call back. (note, this happened in the last 4 years. Crown was installed on 10/3/2017 and popped off on 4/11/2019.) read more

Based on all the negative reviews of the admin/ billing staff over the past 10+ years, you'd think Mak & Kleiger would make changes. I'm adding to these negative reviews. On my first visit (2022), the billing staff said that teeth cleaning was not covered by my insurance and I'd have to pay. I called my insurance company on the spot, and of course this service is covered. My insurance spoke with Dr. Kleiger and then billing staff. I received the cleaning and was not billed. The billing staff was inaccurate (wrong). On a subsequent visit (March 8, 2023), I received teeth cleaning and dr. exam. The billing person billed for 3 x-rays altho I didn't receive ANY x-rays. I reviewed the claim online when I saw I was billed for three services I did not receive. I called the insurance co. (Lea) who then called the billing person at Mak. I also called Dr Mak who was the dentist who looked at my teeth. He confirmed there were NO x-rays taken. In fact, the hygienist recorded IN MY CHART that there were NO x-rays. Their own documentation states there were no x-rays taken. Yet Maria, the billing person, charged my insurance for 3 x-rays. This is fraud!! When this wasn't changed on my claim, I called the insurance co. AGAIN. Maria said she submitted a form to cancel this claim. The claim has never been removed so I don't know where she submitted this form. I called Humana again yesterday and spoke with Jason, who AGAIN contacted Maria because this fraudulent claim is still on my insurance data. Nothing was changed by billing, so I called Dr. Kleiger today. He confirmed that my chart says there were NO x-rays taken. Yet Maria is billing my insurance, and me, for 3 x-rays. This has yet to be resolved. In addition, Maria stated on my check-in form that my "maximum benefit" is $1000 when it is $2000. I have this in writing on two documents from my insurance company, as well as online. In addition, I called insurance company and Jason confirmed that my maximum benefit is $2000. This is a difference of $1000 that I could be charged by this inaccurate billing person. I don't know where Maria is getting her information but it's totally inaccurate. There are now three inaccuracies in a short time span. These inaccuracies amount to $1100!!!! I hope Dr Kleiger can get to the bottom of this. They are excellent dentists and hygienists at this practice. They need to get their admin staff in line or they'll lose customers, if they haven't already based on all these negative reviews. read more

Decided to go to this practice for my first time as it was recommended on Reddit. Worst decision ever. The Asian female dentist/hygienist and her assistant gave me the most painful regular cleaning I've ever had. They had no bedside manners and could not even tell I was flinching and in pain because they were so rough on my gums. Her assistant was even worse. She jammed the blue tube used to keep my mouth open, so hard into my gums with no sense of gentleness. Also they proceeded to have a conversation about their weekend while I was in pain. She was talking about opening up her own practice LOL. I doubt that will go well. I also read previous reviews about a new asian female dentist providing poor service. Probably the same person. Dr Mak and Kleiger, please make sure you vet your workforce. They are driving clients away. The front desk asked me when I would like to schedule my next cleaning. Ha! I said "no I'm good". I will definitely not be returning. read more

Dentistry does not get better than Mak and Kliegler! These doctors are not only very competent but their bedside manner is excellent. Our entire family has been with M&K for decades and we haven't had any problems with the services they provide or their staff! They are caring and kind dentists who seem to prioritize comfort and a pain-free experience. Your money will be well spent here. Especially if you value kindness and professionalism. They are in high demand and there's a reason it's so hard to get in as a new patient because it is literally one of the most pleasant dentistry experiences you'll have. read more

I saw Dr. Mak on the recommendation of a friend. He did a great job on my crown. However, unfortunately it is going to be one and done for me because of the office staff. I had an appointment scheduled for a checkup and cleaning tomorrow in the late afternoon, and this morning the staff realized I have new insurance. They started calling and texting me and left multiple voicemails to get information on my new insurance. I have a very busy job and am in tons of meetings, and was planning to call as soon as I had a spare moment. Around 3:30, the office began calling incessantly. I would send the call to voicemail, and they would call right back, multiple times in a row. Four calls in one minute! I finally picked up, explained I have a very busy job and I would call back with my new insurance information when I had a spare moment. Cindy told me, "We're just trying to do OUR job." I quickly gave her the new insurance information, then asked for the name of the office manager. She said she was out until Monday, and anyway she is the one who told them to call patients multiple times. I told her that was unacceptable and if it ever happened again I'd find a new dentist. She curtly said, "OK, bye." No apology for the Baby Reindeer-level barrage of calls, texts and voicemails. I called back and canceled my appointment, and got another, "OK, bye." Sorry to lose a good dentist over poor management, but no one should have to put up with such unprofessional behavior by office staff. I see that others on Yelp have commented on this same type of behavior here. It is unfortunate that the practice owners aren't taking it seriously, but maybe client retention isn't a concern. read more

2 things....First I went in for a cleaning and they did not polish my teeth when they finished, but they did, with my wife, I figured they may have forgotten which isn't ok, but I let it slide. I make an appointment for another cleaning and the day of my cleaning they call to tell me that the hygienist is sick they will need to move some appointments around, that they would call me back, they call back and say come in tomorrow, I say ok. Later that day they call and say I missed my appointment. Fast forward they send me a bill saying I broke an appointment, when I call in to tell them, "No I didn't" it's an error on their side, they continue to stick with their narrative of me missing my appointment and that I would have to pay. Finally I get them to admit that what I was telling them was accurate, they tell me they will take the bill off as a one time courtesy. Really, Wow!!! Safe to say they me nor my wife will return their again. That's not a courtesy, you made a mistake. read more

I love my dentist, Dr. DeMesa! My children (11 & 6) & I come here for our check-ups & cleaning. We all love going! There is nothing like the feeling of newly cleaned teeth! Some of my coworkers also come here. They see the other dentists, and their experience has also been the same, fantastic! This place uses state of the art equipment. They do not try to make you have procedures that you don't need, like when you get your car serviced. They just do what needs to be done & send you on your way! Dr. DeMesa is very gentle with your teeth, so perfect for the "afraid of going to the dentist" people. read more

Mak & Kleiger, DDS - So fresh & so clean! Nothing like the feeling of newly cleaned teeth! - General Dentistry Near Me - Pasadena, California

I appreciate Dr. Mak and his staff. It is really wonderful that they offer weekend appointments sometimes and try hard to be thorough, quick and accommodating. Dr. Mak also worked very hard to have a mistake made by another dentist fixed and covered by insurance - which was successful! The lack of star is the front desk staff can sometimes be difficult to deal with. I had called to make an appointment and left a message. Nobody returned my call so I called again the next week. I told them about the oversight and an apology was not offered. Didn't really feel like a very valued client. They also can be curt and unwelcoming in person. read more

Dr Kleiger is great. He has a wonderful bedside manner, takes his time, and was actually quite gentle when I needed some fillings. I have been to a few different dentists over the years, and he seems to be one if the best. My only complaint is the "factory" like setting. The place does not seem to have that personal touch, and is just too big. I will be happy to continue to return, because that does not bother me much. I have had a great experience with all staff once I get in. I would happily recommend Dr Kleiger to anyone. read more

The dentists here are fine/good, and the medical care is totally on par with what I would expect to receive, but that is pretty baseline so this review is really about the rest of the staff. Overall, the staff here is terrible. The front desk/admin staff is rude, pushy, and of course, unable to help when you do have a real issue. They will be all over you to schedule appointments on the spot, take forever to assist you if you're a bit early or on time but pretty rude if you're even a minute or two late. They also don't seem to have a consistent way of tracking appointments made and will not give at all if you miss an appointment you didn't even know you had...in spite of never missing an appointment before or having any other issues in the past. Just last week I went in for a cleaning. I had allotted what I thought was enough time to get to the office from home but there was unforeseen construction on the road, pushing my arrival a few minutes. No less than 8 minutes after my appointment time I received a call from the office asking where I was, telling me I was late. I was in the hallway outside - it had taken me a couple of extra minutes because I parked on the street to avoid paying the expensive parking in the building's lot that they do not validate. When I arrived at the front desk the hygienist assigned to me was waiting and chastised me in front of the entire waiting room. Of course I apologized profusely and honestly, figured that was it (if not already overkill as I was there, less than 10 minutes late...) The hygienist continued to chastise me once seated in the chair, telling me that people usually assume that she has an hour to clean but only has 30 minutes and it sets her entire schedule back. I apologized again saying I didn't assume anything, just that I was late. She dropped it at that point but it was somewhat awkward for the rest of the visit as the person that had just berated me was plucking around in my mouth. It felt very assembly line and very rude in my opinion. I don't know if I will come back, but if you do come here, know that this place comes with some serious caveats. read more

Dr.DeMesa is a amazing and VERY caring doctor. He always greets with a smile and is very genuine. He always make my kids feel comfortable. Dental assistant Danielle had been there for my daughter and alllll her dental and orthodontist work since day one and continues to be there. Danielle is now family to us. Everyone is great and we love going to dentist. read more

The reason I like this place is that they are very professional and they do a good job of cleaning my teeth. I usually have good experiences the times that I had my cleaning done here. They never ask me to do additional procedures afterwards that I don't really need. The one negative of coming here is that the office is so big, that you will never get the same dentist/hygenist. For the most part, they are good, but once the dentist/hygenist was not so friendly. read more

Been going to Dr. Kleiger's for over 21 years! Since I was 16 years old, he's put my braces on, put on my veneers. Wouldn't go anywhere else. He has great bed side manners, explains every single procedure he will do you , great staff, super clean office. I've also Seen Dr. Mak he's great too! read more

Went to Dr. Kleiger to have my front teeth bonded. I couldn't be more impressed. He was kind and gentle. My teeth came out fantastic. I couldn't be more please! I highly recommend Dr. Kleiger and his office staff. read more

Writing this on behalf of my husband who doesn't have an account on Yelp. He's been going here for years and has had positive experiences hence the 3 star review. Today he called to make an appointment and asked (as we have been of all medical offices) if everyone was vaccinated. After a long pause the receptionist said in a rude tone that it was a violation of her HIPAA rights to ask that. Which it's totally not! Anyway, you can assume someone there isn't vaccinated because other dentist's offices don't mind telling you that they're vaccinated. He's going to another dentist who's staff is vaccinated. read more

Both my wife and I had cavities filled at least six months ago, and are still having tooth sensitivities. Went back to have it examined, nothing helped. Neither of us have ever had this happen before. Be aware! Also be aware that IF you miss your appointments here without advanced notice, you will be charged $40. I would have given less stars, but my dentist was nice, and the teeth cleaning was thorough, so don't say I wasn't fair. Still, I'd would rather have dirty teeth than sensitive teeth... read more

Dr Kleiger Is amazing but the front desk office staff and billing is terrible. It's really too bad because dr kleiger is amazing. The orthodontic services are terrible. both my kids got no where after having braces there for almost 2 years. We had to switch to another orthodontist and basically start over. We just received a bill today from 1.5 years ago. the front desk staff is rude and difficult to work with. If you want someone kind and informative to work with avoid this office! read more

Dr. Mak is my all time favorite dentist. I found this place on yelp a few years ago, and my husband and I decided to check it out. We both had excellent experiences. Their staff is friendly, thorough, and super gentle with my teeth. The office is organized, efficient, and really helpful. You get the sense that the doctors are honest, and not trying to rip you off. So, my insurance changed and I had to go to a different dentist. Let's just say that didn't last long. We were okay paying a little extra for a great dentist. I had a couple cavities taken care of, and Dr. Mak and his staff are seriously pros. I was really nervous, but they talked me through every, and were always super considerate of how I was feeling. Five stars all the way! read more

Dr De Mesa is my dentist and works in this office. He is phenomenal; he is informative, friendly, personable, and attentive. He is gentle when performing procedures and when numbing patients for a filling, you barely feel the needle. I did not feel anything on one side. He makes sure his patients understand what all their options are before before they proceed with making a dental choice. Also, the office staff is helpful and friendly. Lastly, the office sends reminder texts, so patients do not forget their appointment date and time. I am very satisfied so I will be going here as long as the office is open. read more

Upshot: Predatory billing practices. Punitive customer service. Priority on pushing product over providing quality care. Take the time to find another dentist. Going to the dentist is painful enough -- this office prolongs the pain with inept billing and insulting customer service. My company changed health insurance providers. I told the front desk at my last visit and they said they knew the provider. Yet I have gotten at least six bills sent to my home -- with late charges -- for a cleaning that was covered by my company's dental insurance. Nobody called me to ask any questions or seek more information if they needed it. They just started hitting me with multiple bills and late fees. When I called the billing person about the confusion, I asked why they're sending me bills when they should be contacting the insurance provider. She said it was my responsibility to pay the bill. No, it's my insurance provider's--this was a covered regular cleaning. Her tone is surprisingly rude while the attitude is 'blame the patient.' I can only imagine that it's easier to harass and insult clients, and scare individuals into paying, than it is to call the insurance companies. Unfortunately for Mak & Kleiger, DDS, that's who should be paying the practice's bills. Some other big red flags here: I've gone to Mak & Kleiger for three years. That's 7-8 visits. I've never seen the same hygienist or dentist twice. Besides a lack of continuity with its dental professionals, I don't know anyone at the front desk. The interactions I have had, both on the phone and in the office, were basic, transactional. The strangest thing about this dental office is something I only realized after my last visit. Before I had barely even opened my mouth, a hygienist told me I was a perfect candidate for Invisalign, and wasn't I in luck?, because they just happened to have a special deal. She was midway into my cleaning when a dentist walked in and agreed that, yes, I would be perfect candidate for Invisalign. The dentist interrupted the cleaning to give me a 5-minute schpiel about Invisalign, did a 2-minute cursory check, then asked if I had any questions. "Umm, I came in for a check-up and cleaning. How are my teeth?" He told me I'd get a thorough check-up at my *next* annual visit. (So, I came all the way in today for a routine checkup so you could try to sell me on something I don't need?) No details about the health of my gums, the wear-and-tear on my teeth, nor areas I should pay particular attention to for one reason or another. Let me be clear: I've been to half a dozen different dentists since I was a child and not one has ever tried to sell me on any kind of teeth straighteners. Here's the funny part: About three visits ago, a different hygienist and dentist team tried to sell me on a Zoom teeth-whitening deal. I had given it some thought, saved some money, and actually wanted to book a weekend appointment! I asked this hygienist/dentist pair about the service but they were not interested in Zoom. They handed me a pamphlet and a shrug. Apparently Invisalign was what they were supposed to be pushing on their patients that week. It seems like someone on the business side of the office is prodding this large, high turn-over team of people on the floor to sell more costly services to patients. It's a big practice; the founders may now be more concerned with bigger profits that come with an expansive practice. Or, they may not even know this is going on. (Maybe you guys should check Yelp? You have a clear customer service and business management problem here.) Whatever the case, we as patients, really don't have to put up with the prioritization of pushing product over good dental practice. Someone needs to ensure that the staff is actually taking care of patients and providing quality care. I think that's something my employer, insurance company, and I all agree on. read more

Don't bother going to this dental practice. You will just end up being frustrated. The dentists themselves are perfectly capable dentists, but the office staff is irritating to deal with at best, sarcastic and downright rude at their worst. Here was the deal breaker: My phone rings: Dr. Mak's Office: Hi there. You had an appointment this morning with us and you missed it. Would you like to reschedule? Me: Wow. I didn't even know I had an appointment. When did I schedule this appointment? Dr. Mak's Office: Perhaps you scheduled it six months ago after your last cleaning. Me: Yeah, maybe. Don't you usually give a courtesy call to remind patients about upcoming appointments? Dr. Mak's Office: We did. We called your work number and left you a voicemail. Me: I've been on vacation and didn't get that voicemail. Okay, I guess I'll reschedule. Dr. Mak's Office: Okay, we'll need a credit card number to charge you $40 for a missed appointment. Me: Can you make an exception here? I didn't even know I had an appointment with you and didn't receive your courtesy call. I've been out of the office. Dr. Mak's Office: Sorry, we can't waive the fee. Me (frustrated): Okay, I'll call you back to reschedule a time. Then I call my work voicemail and find that there is no message from them. I share this news with them when I call them back and express my extreme dissatisfaction with the unflinching enforcement of this policy. Me: I'm not going to pay you $40. Dr. Mak's Office: Okay, then I can't schedule your appointment. Me: So you're saying that Dr. Mak would prefer to lose me as a patient rather than waive the $40? Can you understand how that would make me feel like you don't really care about me as a patient? Long story short...they couldn't care less. You shouldn't either. It's a shame because Dr. Mak is a good dentist, but the office policies and staff are absolute deal breakers. read more