If I could put no stars I would! I have been going to Dr. Poulos for many years. I stopped going last year as I get an awesome cleaning at my regular dentist and why pay higher prices! There was attitude by Danielle when I disclosed this and I indicated if I need future service, I will seek it.
I went in on 1/24 for an evaluation for an implant. Danielle informed me the exam would be $145. and insurance would be billed. I inquired if a 3D x-ray would be taken to determine if the bone was sufficient for an implant. She replied with x-rays are taken at the Dr.'s discretion. However, she knows the drill, she's worked there long enough! I wanted to know the cost of that x-ray in anticipation of said cost. One would think that they would be willing to be transparent! Nope!
Upon my arrival I was informed that the exam was $176. and given my portion. I inquired why I was quoted $145. yesterday and today it is $176. there was silence, so I persisted, is blowing one off good customer service? The girl helping me stated she didn't know and said she could inquire with Danielle, (who was in the 'back' avoiding me, I believe) I said please do that. She returned and stated Danielle did not know why she quoted that amount. We are human, we all make mistakes. I can accept this if there was an explanation for it, not just she doesn't know why she quoted that amount. A simple apology by Danielle informing me that it was a mistake would have gone a long way. Then I was told oh, but you have a $90. credit, I said great, use that! I sat down (they congregated to you know... to talk about you no discretion there ladies, it was obvious)! Once the conversation was complete, I was called up by the other person to sign off on a financial responsibility form that I completed the day before on-line. I complied and was told under her breath that I do not have a $90. credit there was a mix up in charts, hmm really? Then she proceeded to ask for my Delta card, why now? What is going on in accounting - you can't keep patients files straight - incompetence??? It Sure feels that way.
Once I met with Dr. Poulos' assistant, she inquired about paperwork too, I informed her I completed on-line. If you have paperwork submitted to a patient and request it be completed prior to your visit, do you not ensure you received it and update the file accordingly? As part of the exam, I was told a 3D x-ray would be necessary and the cost would be $270. Again, had this information been disclosed the day prior, I could have anticipated what my next steps would be and anticipate the cost of my visit in its entirety.
I wonder if Dr. Poulos is aware of this or are the Dr.'s oblivious to what goes on at the front desk? I have had great confidence in both Dr. Poulos, Sr., and Jr. I just really hope this is addressed. This office used to run much smoother and there wasn't the confusion that was so blatant yesterday. It is unfortunate that the front desk staff will dictate if a patient returns to what I felt like was a good dentist and a practice that was built so many years ago. However, the reality is that they are the first people you interact with and it sets the tone for the visit. If you can't be transparent in your practice that is concerning. Most people I know would like to know up front so that they can anticipate the expense they may occur. It appears this office chooses not be transparent.
I am very disappointed and disturbed with my visit. I have requested an audit of my file be conducted, let's see how that goes!?? read more