I've been a patient at Bayshore Dental for over 20 years, and it's disappointing to say that ever…read moresince the practice changed ownership, both the customer service and quality of care have steadily declined.
One of my first experiences after the transition was when I scheduled an appointment with my longtime dentist, Dr. Aguilar. Instead, I was seen by another provider without any notice. She immediately began aggressively working under my gums without explaining what she was doing. It was so painful that I finally stopped her and asked, "What are you doing? You haven't explained anything to me?" That experience was upsetting enough that I requested never to be scheduled with her again.
Another frustrating experience occurred when I scheduled an appointment online for a teeth cleaning, an exam, and impressions for a night guard. After my cleaning, which was performed by a male fill-in dentist, the receptionist told me that neither Dr. Aguilar nor the fill-in dentist had time to perform my exam because they needed to go to lunch. I explained that I had taken time off work specifically for this appointment, but it made no difference. Her exact response was, "You can't expect them not to eat lunch." While I certainly don't expect anyone to skip lunch, I do expect my appointment to be scheduled appropriately so that the services I booked are actually provided.
Since then, I have repeatedly come in for cleanings, including an earlier-than-normal cleaning that I requested and my regular six-month cleaning. In both cases, no exam was performed. At my last cleaning, around 5:30 p.m., I asked why I hadn't been examined. The assistant casually said, "Did you want me to get the dentist?" By that point, it was clear the office was wrapping up for the day, so I declined. Regular exams should not depend on whether a patient remembers to ask for one.
To make matters worse, the night guard I received cracked completely after only about three weeks of use. I called at the end of June to report it and was told someone would follow up. Three weeks passed with no response. I called again and was apologized to and promised a call back by the end of the day. Again, nothing. When I called a third time, instead of apologizing and working toward a solution, the office manager, Bianca, argued with me and insisted their notes showed that I had refused my exams. It would've been very simple for the manager to apologize for all of the issues and try to accommodate me in some way, but instead, she chose to challenge me.
While I've had positive experiences with Dr. Aguilar and with an occasional fill-in dentist from another office, the quality of care has become hit or miss depending on who you happen to see. The inconsistency, combined with the poor communication and lack of follow-through, has been extremely disappointing.
After more than 20 years as a loyal patient, I expected much better. It's sad to see a practice I once trusted decline to the point where I no longer feel confident recommending it.
