The Richardson office excels in some areas, but professionalism, customer support, accountability,…read moreand clear communication are not among them. During my last visit, the orthodontist misrepresented my concerns to the office manager, framing me unfairly as a disrespectful black man rather than addressing my legitimate questions about my treatment. It seems that unless a patient is overly enthusiastic about their service, their concerns are dismissed or things fall apart for her. I did not yell at this woman, I did not use any profanity, I did not use any slurs or colloquialisms. I never called this woman anything but doctor out of respect.
When I questioned why newly identified gaps in my teeth were not originally addressed in my treatment plan, the orthodontist deflected responsibility rather than providing a clear answer. Instead of acknowledging an oversight or mention that this is part of the process, I was met with dismissive explanations, including claims about my prior dental condition, missed appointments, and alleged non-compliance with wearing my trays--all of which were inaccurate.
* I have never "no-showed" an appointment, except once due to an ER visit. That one appointment would only account for 2025, and not years of service.
* I have always notified the office in advance if I needed to reschedule.It is possible the office just listed me as a no-show.
* Despite spending thousands of dollars, I still have noticeable gaps in my front teeth, which were never properly addressed.
* I was charged an additional $1,500 for treatment that should have been completed under my original plan.
It is unacceptable to expect a patient to be satisfied with unfinished treatment, especially when additional costs are imposed to correct issues that should have been resolved initially.
Over the years, I have seen at least five different orthodontists at this location. One orthodontist was so unprofessional, loud, and condescending that I had to request she be removed from my case. When I raised my concerns with the office manager, Dr. C, the owner, became my primary orthodontist for a while--someone who at least introduced himself professionally and engaged respectfully.
The new orthodontist, however, never introduced herself and spoke to me with indifference. When I asked about my treatment, she responded dismissively, saying, "So are we doing this or what?" That level of disregard for a paying patient is unacceptable.
When I attempted to escalate my concerns to the owner, the front desk staff was dismissive, trying to have the discussion right there rather than facilitating proper resolution. I was then told, "The manager is busy, but I can give you, his number."
* Is there a formal process for handling customer complaints? I've already had a complaint about a previous orthodontist and that didn't warrant a manager contacting me. My previous employer was the US Army. So, I am not sensitive, but you will not patronize me. You will speak to me with respect and the condescending manager in which the orthodontist spoke with me.
* Does Mint Orthodontics prioritize patient concerns beyond five-star reviews?
* Why am I being charged more for unfinished treatment with no clear explanation?
Mint Orthodontics' reputation is built on advertising and positive reviews, but my experience does not align with that image. So, I guess they pushed me out the door and hide my problems. I have raised concerns about two orthodontists, and yet corporate has not contacted me for resolution. That is not professionalism.
I expect transparency, accountability, and a response from someone at Mint Orthodontics who is willing to address these issues properly.
