I sent this letter to the office.
To Whom It May Concern,
My daughter had an appointment with your office on 05/06/21 for a consultation regarding her wisdom teeth being extracted. I was given your name as a referral from another dentist that I go to. I shared the information with my daughter who chose to schedule with you.
She arrived to the appointment and was advised she had to pay for x-rays and for the consultation. My daughter thought the visit was going to be filed with my insurance. I believe the fees were $75 and $99. She called me because she did not have the money to pay for the services. I agreed to pay the fees but I had some questions about the fees. I was under the impression that the x-rays would be covered by my insurance company because I had just had x-rays at another dental office and they were covered.
My daughter advised Jenna (I think that was her name) that I had some questions. My daughter states that Jenna's entire disposition changed. She was rude, annoyed, and flustered due to the fact that my daughter advised that I (her mother) had questions. I heard Jenna say "like I am not understanding...why does she need to talk to me....questions about what" I could not believe what I was hearing.
My daughter said, my mother would like to speak to you. Jenna told my daughter to tell me to call the office. I called the office twice and it went to voicemail/automated system. My daughter said Jenna and the other staff were all sitting behind the desk talking to one another. My daughter went back to the desk to advise Jenna that I called but no one was answering the phone and this further infuriated her. I called again and someone answered the phone. I asked to speak to Jenna, the person stumbled over their words and said she is busy. I said, well she just asked me to call her so I am not understanding why she is busy. The person rudely said, what do you want to know? I asked, what kind of customer service is this....and before I could get the words out of my mouth, this person started raising her voice and talking over me. I disconnected the call. I called my daughter and advised her to leave.
There can not be much disciplinary action being taken in your practice. If there were, this would have never happened. They did it because they know that nothing is going to happen. To get indignant and treat a customer like this over asking a question about x-rays..... I had to sit there for a minute. I could not believe that this happened....the blatant disrespect. Like my daughter was insignificant and I dare you ask our high class office about payment.
I can only imagine what they told you in regards to this appointment slot....Oh, the patient could not pay so they left.
I hope you will discuss this incident with your staff so that it does not happen to anyone else. read more
