I received a bill from his office stating that I owed $100 for an appointment that my boyfriend had canceled. My boyfriend received this same bill, stating that he also owed $100. I have repeatedly asked the office staff to creat a separate account for my boyfriend, this never got taken care of because I'm being billed for his account. This doesn't constitute a one star review. I'm leaving a poor review is because of how his staff handled the situation when I called to get clarification. I stated my frustration about the situation of being billed twice. Nikki said I would need to speak with a manager to resolve, and she was connecting me to the managers phone. After being on hold for two minutes, their phone system forwards you to voicemail. I listened to the greeting for the voicemail I had been sent to, it was Nikki's voicemail box. It was my understanding that I was being connected to the manager, i found it odd that I was forwarded to Nikki's mailbox and not somebody that could help me. Needless to say my frustration grew. I called back. i asked Nikki why she sent me to her own voicemail and not to the managers. She explained how their phone system works. I said that with my household being billed twice, her saying she would connect me to somebody above her and then sending me to her own voicemail "seemed shady". Nikki told me that the manager was busy and would be calling me back. I'm sure my frustration was coming through over this phone call, I felt like I was being given the runaround. I was speaking pointedly during this conversation. I did not swear, disrespect or threaten the staff in anyway. I simply wanted answers.
The manager called back a short time later. She informed me that there was a mistake on their end, if it was the offices fault or the insurance fault is still unclear. Either way, the information that was mailed to me was incorrect. She informed me that the $100 short notice cancellation fee was waived. I thought to myself "this is getting resolved". The manager then informed me that she would be canceling the five future appointments I had scheduled with them. I was shocked and confused! I asked her why, she said "because you said that our office is shady and we feel like you don't trust us anymore". Needless to say the conversation escalated at this point, I have to state though that I still did not swear, threaten or disrespect the office staff. In utter disbelief, I then proceeded to demand answers. The office manager was dismissive, repeatedly saying "see how upset you are, it's your attitude that's the problem" when I initially called my attitude was fine. Only after I was told that I would no longer be allowed as a patient there did my attitude become increasingly negative. I said "I called you to get information, I got wrong information and the runaround so you canceled all my appointments and you don't understand why am upset?" She continued to be passive aggressive and dismissive stating "why would you want to come here if you don't trust us, I just assumed you didn't want to come here anymore". I never said that I didn't trust their office, I said the information that had been given to me plus how the phone conversations had occurred seemed shady. I also never said I didn't want to go there anymore or to cancel anything. I simply needed information, and the end result is me having to find a new dentist during a pandemic with two months left in the year before I lose my yearly insurance allotment. Obviously I hadn't planned on switching dentists hence the five future appointments I had scheduled. I repeatedly told the manager that "this isn't right, I didn't do anything wrong! why would you say I'm not welcome anymore?" The manager focused on arguing the finer points of this discussion, she was stuck on things like she didn't say "I'm not welcome" she said she was "canceling my appointments" uh ok. This was a VERY frustrating conversation, repeatedly being told by the manager "see how upset you are, why can't you just be nice about things...This is why I'm going to cancel your appointments". She couldn't see it from my point of view, or think outside of me having an unpleasant tone. If you visit this office, a little advice: don't oppose anything or ask any questions. It is negatively perceived and they will make sure it never happens again by not welcoming you back as a patient. They made a mistake, continued to make mistakes and then flipped the situation because I was unhappy about it. My attitude and frustration were exaggerated by the manager so they could feel justified in not allowing me to return, I'm sure their reply to this review will reflect that. They get very defensive. The first phone call I placed to them was pleasant, the manager didn't care about that though...just that I had become unpleasant after they had messed up repeatedly. All she had to say was "we made a mistake, I'm sorry...it's been fixed" and I would have hung up from the call a happy patient. read more