I had an appointment at 8:00 this morning, and paste Dental Care canceled it without telling me. They tried to blame me by saying I opted out of text messaging in July; however, I did not. They then verify my telephone number, and told me they had no way to confirm the appointment so they canceled my appointment and wanted to reschedule. I have no missed calls from their number, and I had an email on Fridays confirming my appointment and saying we look forward to seeing you. Nowhere in that email did it tell me to call. They made a mistake and instead of owning up to their own mistake they tried to blame me. This is not my first experience with poor customer service with their administrative staff. I will never be back! I have no issues with the dentist themselves or the hygienist or assistants. The problem is always been with their administrative staff, which has a high turnover rate. This tells me that they have poor management and or poor leadership. read more

After multiple visits, I feel compelled to share our experience. At our initial appointment, my daughter was told she had beautiful teeth with no cavities or concerns. The only issue noted was a retained baby tooth with an adult tooth beginning to come in behind it. This is something I've experienced myself, as well as with my older children, and in those cases the baby tooth was simply removed so the adult tooth could come in properly. Instead of addressing what appeared to be a straightforward situation, we were referred to an orthodontist who does not accept our insurance--despite me explaining that multiple times. We returned six months later for a cleaning, and the same baby tooth was still present, now extremely loose. Even staff acknowledged it could likely come out easily. However, rather than performing a simple extraction, additional charges were introduced for things like a "special mask" and laughing gas, which did not seem necessary for the situation. This has felt like a pattern across visits, where there is more focus on added services than on simple, straightforward care. I fully understand that recommendations can vary, but as a parent, I value clear communication, transparency, and consideration of what is truly needed. For that reason, we have decided to seek care elsewhere moving forward read more

Very upset about the situation that just occurred. I had a consultation in Feb 5th and was told I need a root canal. They scheduled right there in the office for a few days later. After I left the office I was unsure if I wanted to move forward with the root canal and rather than keep myself on the books and waste space that could be used by someone else I texted their office, because that is what they seem to prefer, and cancel my appointments. I had no idea I was scheduled for 2 appointments one on the 14th and the 17th I believe so there was more than enough time to get everything canceled. So i called a few weeks later and decided to go ahead and get the root canal done. I called central scheduling, they got me on for April 14th. I get a call today- March 24th with someone asking me if I was sure I wanted to root canal based off of previous texts and me canceling my appointment. I said yes, that I just wanted to go ahead and get it done. That I was worried about the same issues before but that I would like to just go ahead and get it done because I am scared the tooth will fall out and I'll have a gap in the front of my mouth. She said she understood and that she would talk with Dr. Reid and see if he was okay with doing the procedure still. I thought that was kind of odd because I already had the appointment but accepted it and waited for the call. A few minutes later Courtney calls me back and says he wants to refer me out to Pensacola Endo. Now I am confused. He doesn't want to see me for my appointment on the 14th now? I was at work, didn't really ask any questions but awaited Pensacola Endos call. They called a few minutes later and they don't even take my insurance. So, you referred me out to a place that doesn't even cover me, when your office does. So I called, no answer. I leave a voicemail. I text their office line. Someone named Heather gets back to me. Dr. Reid is not comfortable doing my root canal now because I had questions. That is what this all boiled down to. So because I needed a moment to research for myself and make an informed decision on what is best for my health, I am being sent out of town for a procedure that I have accepted, researched and was willing to move forward with? I am absolutely beside myself. Not to mention they did go ahead and say that once I was done with my root canal I was welcome to come back and get my crown with them though. I had already scheduled the time off, worked around my children's schedules and ready to take on the root canal and now, I have to research my own endo because their office won't, wait for another appointment rescheduled my rime off and move my kids schedule around again because I needed time to figure out what works best for my health. Ridiculous. That just shows me that they must not be confident in the services that they are providing. read more

I have been going here for 5 years, I have never missed an appointment, or even been late for an appointment. Today I showed and checked in for my appointment. They told me to have a seat and they would call me in a minute. Then they told me that I never confirmed my appointment from a text message, they said they sent me. I never received the text. They told me they could not clean my teeth today. So they cancelled my appointment because I did not confirm it through their automated system but they never notified me that they cancelled it. I drove 45 minutes just to be told they cancelled my appointment. This place has gone downhill so much since I first started going. I am going to find another dentist office. read more

1. Do not give you your records if you transfer. 2. Try to bully you. 3. Abuse your insurance. 4. Send in a closer after 2 hrs. 5. I went in for a cleaning that I never got and left in pain. read more

Dentists are good at what they do, but you will be charged and overbilled for things you didn't ask for and when you tell them you don't want the service if it's not covered, they still do it anyway. They are not honest about what things will cost up front. Every single time I went in, I had another unexpected bill. NO MORE read more

You can't ever get someone on the phone. Over years that I have been having my dental work done there they have NEVER returned any of my calls. Probably a dozen or so. That reflects on the whole business. read more

I love how the management only response is to give me a phone number I've already called 100 times and no one EVER answers. You guys are a joke read more

The office in Pace is a joke. No one, absolutely no one will call you back or text back or respond to Emails. And then, right before your appointment that you take the day off for they change your entire treatment plan and add on $495 that they forgot to tell you about. read more

TRASH!!!!! DO NOT go here. They will charge you or your insurance for services you declined and when you get billed and try to call about your bill you cannot get ahold of anyone. You can also try to go in and talk to them about your bill, but thats another evolution all in itself. When you are there for a "cleaning" they will try to upsell you for EVERYTHING!!!!!! I had just moved here and my last appointment was only 4 months earlier, I think I said no to more optional dental procedures than ever in my life. This place is ridiculous. I need to find a new place to go! read more

They never seem to call you back after repeated attempts...they have good hygienists and Dr Merritt was very good but they need to organize the office routines to be more responsive ... it leaves a bad impression if you are thinking of becoming a new patient read more

I called this place to start my annual dental care back in 2024 and was told they were booked up until April. I took the mid April appointment then asked if I could come in earlier because one of my crowns came off and I was in pain. Nope! Couldn't or didn't want to help me. So, well over a month since my cap came off and it popped off again, more pain and dental glue to keep in in until April 15th. I got text messages today for an opening at 2:00 PM. When I didn't text right back because of driving, I lost the appointment. They text me again for a 3:00 PM and I texted back, Yes. Then another text came in from another person that said, they were sorry to let me know that as of March 1, 2025 they no longer accept my insurance! They waited an entire month to tell me! Who denies Florida Blue Medicare PPO!? Well I guess they do! Another person texted that they set me up for tomorrow at 3:00 happy to see you then. I had to text two different people to cancel April 15th appointment and tomorrows appointment ! How incredible! I'm so frustrated right now! I tried Watson Family Dentistry and they are not accepting new patients! Really?!! Where is a Good Dentist? My teeth need cleaning and this tooth cap needs to be repaired! Geez! read more

Very vague care, and never answers their phone or contact forms submitted online. Lousy

Another nightmare! Tried to pay my bill off. First they attempted to send me a link that kept failing. Second I mailed a check in perfect condition. Bank notifies me today check is returned with photo proof it's due to the depositors end for failure to capture a good enough image. So just when I thought I was done with them I had to contact again and tell them their photo scan wasn't clear because I didn't want it to show my bill wasn't paid. I caught an issue for them to be paid before they even noticed. They had it marked paid. This office has charged me for things not authorized. They charged twice for fluoride that my insurance paid for. They also had a procedure my ins debrief due to not being medically necessary. The billing practices are all over the place. I have notified state and their owner in Illinois. When I thought the nightmare was finally over I have to contact them to tell them they messed up again. They have never offered any recourse not even a I'm sorry. I paid after every single visit. I stay very attentive to my bills and bank accounts. It's why I caught their issues early but they never wanted to resolve them. When I tell them they made a. Mistake depositing a check tho they sure were quick to send a new link. This time it worked hopefully. What a mess of an office. I trained dental offices for over ten years. This by far is the worst administrative team ever. Again I'll brag on clinical. They are rockstars. I have overpaid this place about 600 dollars due to their errors and lack of pre authorizing ins. Run away. Please read more

The billing practices of this dentist office are horrendous. I have had three separate issues and each time I get the run around until I physically walk in and talk to the office manager. Their techs are always super kind and professional, but they've tried to bill insurance for services we have paid for out of pocket. read more

Great dental office. Dr Reid and staff are great. Would highly recommend them to anyone looking for a dentist.

I have been going to Pace Dental for a little over three years now. And, I had an interesting conversation with my dentist Robert Reid on my last dental visit a few weeks ago. He started out by saying that it's not about money (why mention it then), but if I was not going to do their proposed dental treatment plans with them, that he felt that he'd be liable considering that I get the majority of my dental care at the VA. He also suggested that I see if I could get my cleanings done there. I initially chose to use them because my ex liked their location and hours. I smoke cigars and I love my black coffee. So, I figured I'd get additional cleanings there besides the VA because I am a retired Veteran and I want my teeth to look good and obviously be healthy. Since going to Pace Dental, they've suggested several treatment plans. And, I like to get a second opinion from the VA dental. They sometimes agree with some of their suggestions and sometimes they don't. But, I obviously get my majority of work done with the VA because I earned it and it's my privilege as a retired Veteran. Today, I spoke with my dentist at the VA and she agreed that was an odd suggestion considering that as a patient, I have the right to agree to or disagree with their suggested treatment plans. But, if I was paying for the cleanings myself, she saw no problem with it. She also said that she really didn't see any issue with my gums as the dentist at Pace Dental were saying. But she was going to refer me to a local dentist in my area for cleanings. I'm not writing this as a upset patient but, rather as a disappointed patient that there's not more support for Veterans considering the community that we live in. I know it's a business but, consumers are going to go where they can get a better deal. And, free is most definitely a better deal. read more

I made a new patient appointment and it was cancelled. By who, I don't know but what a waste of time. I will NOT reschedule. I will find another dentist who runs a professional office. read more

I am reluctant to even give one star but they insist something has to be there. Continually FAIL to react to an immediate need request. Stating they will call back shortly and never do. Have scheduled appointments then at last minute cancel for "office meeting." read more

waited 2 months for an appointment, After 2 emails and a phone call from them to verify appointment for June 1 at 5pm, I showed up at 445 and was told they closed at 5 pm on Thursday. I showed them the emails and the would not budge. I wasted 2 hours on a appointed but was told nope. DO NOT do business with this business. read more

I request cleanings that are covered by my insurance, they refused to give unless I take a full cleaning's that required $200 out of pocket each visit for cleaning. Had teeth removed and was told I needed to get bone grafts. After several grafts and on follow up visits, I was told the grafts look good. I am now with a new dentist and was told there is no evidence that grafts were done and I didn't require all of the deep cleanings read more

I struggle to understand why this office has such a low rating on yelp. We received excellent care there. We have a young boy who is extremely afraid of dentists. We were highly recommended to try this office for that reason, and they were so kind with him over several visits where he needed major dental work done. I cannot recommend them enough as far as the treatment they gave us. I think they even made some progress with helping him not be so afraid of the dentist. My highest recommendation. read more

The dentists are wonderful the office staff and front desk staff are lacking in their customer care. After explaining numerous times that I had dental insurance and was overcharged I was told that they were too busy and to look elsewhere. I was given the excuse that they have over 4,800 phone calls a day and that my insurance should just text them. Just a horrible experience. read more

Pace Dental has excellent dentists but poor office management. They don't answer calls expecting you to be satisfied with voicemail. This would be acceptable if they returned calls but they don't. After two days of calling, at least 6 or 7 calls, I didn't get a callback until I posted a negative review on Yelp. The usual excuse when requesting to talk to an administrator is "they are with patients". The clinic shuts off their phones during active hours and switches calls to a phone center. There's no excuse for this kind of service. read more

I want to start off by i began being a new pt as of Oct 2020 during this pandemic, they take all precautions, I get anxiety at the dentist but they assure you everything will be fine. Dr Reed is amazing, & his assistant melanie & i cant remember the blue pretty eye lady. I have gone in for fillings & a cleaning. They are very aware of what your insurance will cover an what not. But its also our behalf to ask before they proceed with the treatment plan. They also give you a treatment plan & a estimated balance of what you'll owe for the next time. Of course its not accurate until the Dr. is actually in your mouth & you might need something so they will tell you hey you need this, but they let you know before actually doing it. Overall my experience is absolutely amazing Im actually trying to get everything i need done before getting stationed elsewhere in 3 months. They take United Concordia , (im a military spouse) fyi in case some of you may ask if they take it read more

Horrible experience. Don't go here. Both male doctors are lazy and won't work with patients who have teeth anxiety. They will force a referral on you to another office and then cancel any appointments you may have had without letting you know. Very unprofessional of a place. read more

This is the best dental practice I have ever visited. I drove over an hour away because they were able to get me an emergent appointment. I was very pleased with the professional of the staff and the quality of care. I have "bad" teeth and anxiety of dentists. Dr. Reid and his staff put me at ease, their priority was me. They were able to fix the problem and they were conservative in their approach rather than selling me expensive services that I hopefully won't have to have. Dr. Reid personally called me hours after my procedure to check in on my pain level. As an added bonus, this dental office is not expensive. I was pleasantly surprised by how little an emergent appointment and procedure cost. Some things that other offices may charge for, Pace Dental and Dr. Reid do not charge for. Don't get me wrong, it's a dentist office but there are other places that charge a lot more. I will be forever making the hour drive to this dental office. Would recommend to anyone. read more

4/25/22 Update: Still trying to bill me for services now for my son (they said that the bill I received for my husband was cpu generated and not a real bill last March and that I have a $0 balance), some of which I already paid for, that they did not get paid for by my insurance b/c the Dr. they had see my son was not credentialed by my insurance until 7/15/21 and my appt was 6/7/21. I told them, before we even started the appt., that I did not want anything done that was not covered by my insurance and they still let that un credentialed Dr. see my son. My insurance paid for both my husband and I to receive services (if you can call them that b/c neither one of us actually got our teeth cleaned) and my son is under the same exact plan. And by the way, if you call the office when the person responds to your review saying they apologize for your experience and you should contact Pace Dental Care direct at the office to discuss, no one at Pace Dental Care will know who to direct you to b/c they said that it was basically a response generated by someone at corporate. So don't bother calling them at the office after the "owner" responds. I spoke with their corporate office today. It's Heartland Dental LLC if anyone is interested in contacting them. read more

This is hands down the best care I have ever had at a dentist office. The staff at the front were very welcoming and even the doctor and assistants were all very nice. Normally I have high anxiety going into an appointment but the attitudes of the people here really changed that for me. Highly recommend. read more

Worst Is experience in dental history. First Impressions are most certainly Is everything. Sat me in a chair for more than 35 minutes with nobody coming to see me. It wasn't until I got up that someone asked if I was OK and then they told me the dentist is unavailable. It is nothing more than assembly line of Dental work. Do not go here! read more

I am so upset from my appointment! I waited two months for the availability to be told my insurance was not accepted. Ok, I decide to go ahead and pay "out of pocket" for checkup, cleaning, and fixing a crown that had fallen off. After a two and half hour visit, I left with no cleaning (they want to do a scaling procedure), no temporary crown (come back another time), and a proposed treatment plan that's estimated for $5,000.00! My husband had an appointment next and exactly the same situation for him except his plan is to be around $7,000.00. So now our grand total is $12,000.00 which is beyond crazy!!! After reading other comments, this seems to be a common pattern with this practice....I just wish I had read them before our appointments. read more

I had an appointment with pace dental for excruciating wisdom teeth infection. The woman I delt with told me that my insurance would not cover todays appt.. Then she said we will not know just yet. I told her that I just was on the phone with my insurance yesterday and they told me I'm all set to go. She then proceeded to raise her voice in frustration and told me to sit down. I sat down calmly. Another gentlemen called my name and told me the insurance is definitely not going to pay. I then repeated what I said about what my insurance said. Next I asked them if I need to just leave because I have already been shouted at? She raised her voice again at me and told me I was the one shouting and all of the co workers heard it. Lies! Then as I was walking out they said "you need to leave and have a nice day" as nasty as possible. It was very respectful and have been a customer for years. They treated me like trash and I'm in so much pain! They did not care! I'm absolutely shocked and will never be back. Now my health is at risk and I'm still in pain! This is not respect and it should be a message to everyone that is under there care that they have the ability to disrespect you and leave you in pain if they want! I will write as many reviews as I can because what happened to me was abusive and there license should be pulled. read more

Horrible billing practices! dentists have been professional and most of staff very pleasant and courteous; however, their billing practices are horrible. we were handed a bill for over $800 which goes all the way back to august of 2023 and were told we were about to be sent to collections. We have been to their of many times since then, have ALWAYS paid whatever the patient portion we were told needed to be paid before leaving the office and now. To date, we have paid $850something and change and that does not include what the insurance has paid. Now, EIGHT months later, we are told there is a balance of over $875 and change which has never been brought up the many times we have been to their office between august of last year and now. When I questioned it, they said that the balance is because insurance had not paid the percentage they are supposed to pay, and they said they had been emailing us about the outstanding balance and that they could see we had been opening the emails, implying that we were just ignoring them. The emails were going to my husband's email which he never checks and we were 100% not aware of these emails but at NO point, in all the times they saw us face to face, at the office, did anyone ask us if we were receiving bills or emails from their office. At no point during these eight months did we receive a single call or letters in follow up to the emails they say were sent about this outstanding balance. Not once! Also, they said we had changed our preferred method from mail to email, a change I never made and no one could tell me who made this change. I am not one to post reviews and genuinely don't enjoy posting a negative review but this whole situation is extremely aggravating and reading the other reviews confirms that this dental office seriously needs to make changes in the way they handle their billing. read more

First appointment was easy to set since you use the internet to do so. Then came the care plan. (Wow! Even though I have dental insurance, price tag was shocking.) They set me up with another agency for gum care but they didn't take my insurance. Called to make a follow up appointment with them and never was able to speak with a person. No one ever returned my calls. Decided I had to get treatment with another dentist so tried to get my X-rays. Had to drive to the clinic to talk with them since again voice mail answered and no one called back. Even after doing that they never faxed them. So again I drove there to pick them up, however, the person responsible wasn't available to give me a copy. Absolutely unacceptable and totally disappointed with this practice. read more

I called to price a tooth extraction. For that I had to make an appointment to know a price. Receptionist cant transfer to someone in billing since she just schedule and does not have the person for it? read more

This morning my daughter had her routine Invisalign appointment. We went in at our scheduled time. When we went in, Leslie, the office manager, came out and asked if I had a moment. I assumed it was about the treatment plan but was shocked when it was to offer a heartfelt apology. On a previous visit, a receptionist had been very unprofessional and in my opinion, disrespectful, about a billing issue. Leslie had overheard the entire conversation and wanted to personally apologize to me for the incident and assure me that that would never happen again. This incident had truly been my only complaint ever with this office. To know that months later, when given the chance to see me face to face and apologize on behalf of that receptionist meant more to me than Leslie could ever know. We will forever be patients of Dr. Reid. He and his entire staff are phenomenal! read more

To answer Mr Mark W. You have personally admitted to me that you have come from a dental office that has, for years, been doing what you want and not necessarily what you need. This has took a toll on your teeth and the treatment plan we provided you is to fix the damage that has occurred to your teeth. I cannot do what you want and ignore your needs. That is considered neglect. I wish you the best of luck. Dr Nada Ilia. read more

Dr Ilia did a great job extracting my extremely difficult wisdom teeth. Highly recommend her! Office was very clean and organized.

It is very rare for me to leave a negative review on an organization. In fact this is the second place I've ever done so. The first was a Property Management company that was shut down based off crooked practices. My husband and daughter were seen here last year as new patients. Apparently one of the three dentist isn't credentialed appropriately in some insurance realms. We requested to see one of the dentist known to be covered by our insurance, per our insurance website. My daughter was seen under the right dentist and it was covered, my husband was not. We were billed for all services under the uncovered dentist. I have been trying since July '21 to get this bill resolved and was redirected by the dental office to explain to my insurance they had credentialing issues. When I did this my insurance explained that dentist wasn't credentialed at all. I made dozens of attempts to reach out to the billing department (to which I never have received a call back). I spoke to the manager 2 times out of dozens of phone message requests and was told my husband was essentially lying about the dentist he saw. He says he saw a female his records stated he saw a male (the non-credentialed one. I was also told over and over that my insurance credentialing issue was able to be resolved for everyone else that had the same issue, so since it works for everyone else they don't understand why it wouldn't work for me (I don't either, but that's not my fault). They had me contact my insurance again which had to be an in-writing, mailed request to appeal the charges. The manager will claim she was helpful by calling my insurance and providing me a reference number, but that didn't resolve anything. It was still denied. Since I couldn't reach anyone over the phone, I stopped into the office where the manager spoke to me and we agreed she would credit my husbands visit and we would move to a different facility, to which I was 100% comfortable with. A few days later I received a call asking for more insurance documentation the county had requested (?) to credit my account. I know how insurance is billed/credited so this made no sense to me. After fighting this since July '21, I gave up and paid it out of pocket to rid myself of this circus. This place seemed to have good reviews and I suppose so long as their are no insurance issues (or any issues at all), this would be a good place to go; however, was of no help to my husbands dental care plan nor was it easy or helpful in dealing with insurance issues that were of no fault of the patient. Overall a 1 out of 5, lots of room for improvement in the customer service department (which is your organizations lifeblood) in addition to the ease of access to those departments (billing, manager) that can assist a customer through insurance issues. Many dozens of calls made with little to no response despite urgency of messages left. Take away for others: one dentist currently isn't covered under Humana EPO, the rest of them are. The place is aesthetically pleasing, so that's a good thing. My husband said the techs and the provider were pleasant. I just wanted to provide perspective of one family for others seeking a dentist. read more

Absolute Joke...They will suck you into the office for a routine cleaning. Run all these x-rays and test. Never communicate the intent of writing up a plan of care and as you sit there waiting on a cleaning you will never receive unless you agree to a deep cleaning of well over $1000.00. They never tell you they cant do a cleaning either. They just refuse it after they come up with a dental plan of care and then expect you to pay them a service charge for services they didn't provide. If I could choose 0 stars I would have. Left my information for a manager that seldom comes in....Lets see how long it will take for them to call me back....NEVER read more