Would you stay with a practice/dentist if s/he was disrespectful and condescending? I was a patient at Mountain Ridge for more than 2 years. For background, I'm also a business owner of more than 25 years, with more than 3 decades in management/management consulting and customer service. I'm chatty with anyone who'll chat back from the time I go to an appointment until I leave. I regularly complemented the overall office, the decor, asked about people's kids, chit-chat, etc.
Due to autoimmune disease, I spent more than $7,000 in the time I was a patient at this practice, and was treated with utter disrespect.
Episode 1 (I should've gotten up and left and never returned, but excused it) - I asked if they had any specials on the cosmetic products they advertise. Snarky deadpan response from owner/dentist was if my previous provider had offered specials, he'd "invite me to go back to that practice".
Episode 2- I was asked (by front desk) at two different appointment check-ins whether I wanted to use the "card ending in nnnn" for today's visit. It was my Health Savings Account ("HSA") card, which has a small fixed amount on it and can only be used for HSA-qualified expenses. I had previously asked them on THREE different occasions to please NOT store that card on file. So the second check-in, when they repeated the question , I asked that they make 100% sure we get that permanently off my account. Front desk clerk "A" was extremely rude to me about that, glaring and snapping at me before it was over to the point that I thought she must be going through some type of personal crisis. There was also never any apology for them storing the card against my wishes, much less for the snap. I gave them far more grace than they deserved.
Now for the "kicker" episode (less than a month later) that caused me to fire the practice and write this review:
Episode 3- December 2024- I went in for a follow-up after a recent procedure. The owner/dentist recommended I come back in January after he received training/certification on a particular procedure (hard pass). Next, he proceeded to say he had one more thing to talk about. He said it had come to his attention that I had been "rude to some staff and this will not be tolerated".
I (nearly in tears at this point because I was shocked at his tone and accusation) then asked what exactly he was talking about (what/when/where/with whom). He REFUSED to tell me anything other than his original, very vague accusation, which he then repeated again. Even worse, this "admonishment" was carried out within earshot of multiple other clients and staff. Any chance for a resolution was dead after this level of blatant disrespect by the owner. I wasn't allowed to know who had accused me or any details, much less to be allowed to defend myself. I've never encountered this type of unprofessionalism at any other business.. most don't find it wise to treat valuable clients as lesser-than.
READ the other negative reviews across different sites- they are there because others have had bad experiences too.
To the practice- Not every client will be your cup of tea, but the smart business owner will educate his staff on how to deal in a professional manner with all types of people.
Oh, and save your canned/scripted responses to my review. We are DONE. read more