Disclaimer the address listed above is incorrect. The actual location is at:…read more
10007 Wellness Way
Unit 130
Orlando, FL 32832
I brought my son to this office for an emergency visit after being referred by another dental provider, and our experience was extremely disappointing--especially given how highly recommended this office was.
We arrived with a referral and updated X-rays that had been completed shortly before our visit, yet there was confusion regarding the treatment plan and my son was taken for additional X-rays. This immediately raised concerns about communication and coordination.
From the moment we walked in, the environment felt unwelcoming. One staff member repeatedly stared at us in a way that felt judgmental, and at multiple points, staff were whispering to each other while looking in our direction. My son, who was already in pain, became uncomfortable enough to ask if we should leave.
Also, we witnessed inappropriate interactions between employees, while we were filling out paperwork. A male employee came out and began rubbing the shoulders of his female colleagues and patting their backs, as he walked by expressing going to grab pizza for the office.
As for the $412 fee, it was not clearly explained, despite us having insurance and providing all necessary information. For context, we are a military family used to dealing with DOD and VA facilities, where payment processing is different.
I explained that this was an emergency and that I needed a moment to figure out the financial portion. Instead of working with us, I was told, "you should always prepare to have to pay for things when you go places," which was both unprofessional and lacking empathy.
While I stepped away briefly to figure out next steps, my son was brought back into the lobby and told that I needed to speak with him, which was not accurate. When we attempted to clarify the situation, the staff member closed the door without explanation. When I asked what was going on, I was again asked how I would be paying.
We ultimately left without treatment, with my son still in pain and feeling embarrassed and confused.
To make matters worse, we were not given any documentation or visit summary, and I had to request our referral back before leaving.
No patient--especially one in pain--should leave a healthcare office feeling judged, confused, and untreated during an emergency. I hope this office improves its communication, professionalism, and patient care.
