After seven years as a patient, this is not a trust issue but a breakdown in your process and priorities. I clearly communicated my scheduling constraints and asked your front desk to relay that information accurately, which did not happen. The details were not retained, and when the appointment was set incorrectly, I clarified what I had already stated. Instead of addressing that, your staff chose to repeat the same step rather than seek appropriate alternatives, which is your responsibility, not mine. I also made it clear that while the situation was not emergent, my child has a broken tooth and the matter was medically relevant, yet I was offered only a same day appointment within a couple of hours despite explaining that my children were in school and unavailable, which is unreasonable. During this process, your office called me, the call was disconnected with no follow up, and when I called back I was treated as if I were not already in an active conversation and was told another call had been taken instead, which reflects poor handling of a basic interaction. I was given only one option that I had already said I could not accept, and rather than ask for alternatives when speaking with the dentist the first time, your staff repeated the same process again, wasting more time. At that point, the level of service was clearly inadequate, and I sought care elsewhere. As a courtesy, I informed your office that I had scheduled with another provider so you would not waste further time, which reflects good faith on my part. The second provider was able to schedule appropriately on the first attempt, confirming that the issue was not my communication but your level of customer service and staff training. Meanwhile, my 11 year old was left without timely care and there was no meaningful follow up from your office to resolve it. After seven years of being a paying patient through both insurance and out of pocket payments, the decision to terminate care for me and my children based on a single interaction with a front desk employee I had never previously dealt with, without any effort to contact me or understand what actually occurred, reflects a lack of accountability. I am willing to resolve this professionally once accountability is acknowledged and a formal apology is issued. Otherwise, I will proceed accordingly. read more
