2026 Insurance changed & prior dentist changed insurance process and was "out-of-network" making…read morefuture visits cost prohibitive. Locating an in-network dentist despite dental anxiety, HAD to happen.
I called, asked a bunch of questions & wanted pre-visit to see office. Receptionist listed SO many days that were closed or not good, leaving only 1 day of week. That was my RED flag I ignored. I ended up making appointment without pre-visit. Date scheduled with 3 specific times for x-rays, consultation with Dr. Hackley & cleaning with Kelli for end of June. All paperwork completed online. I received texts & email confirmation days before. Walked in, no receptionist, tech, Dwayne was checking out his patient & greeted me. He said, Dr. Hackley is not here today, but we can still do diagnostics & cleaning. Dwayne took me back did x-rays, photos & intraoral scan. Xray machine/PC had issues, had to change rooms to complete. Everything made me feel emotionally & physically uncomfortable. Xray tabs are large & Dwayne didn't seem comfortable with process. Comments made about cleaning made me feel like I was an imposition & didn't have a cleaning appointment. Like, "I think we can do your cleaning"; "We should have time", "looks like you don't need a deep cleaning" UM, I had an appointment with the hygienist.
Surprised I wasn't moved to another treatment room for cleaning. Kelli brought instruments to me and went back & forth a couple times somewhere else to retrieve different instruments. I have dental & medical background, cleaning was substandard, certain quadrants weren't even touched by the scaler and it took her 10 minutes, if that included polishing. Worst, I had to come back for consult w Dr H. I wasn't sure I would return, BUT decided I should, if just to let her know what happened during my visit. not happy inconvenienced twice especially with confirmed appointment & no notification she was not there. I realize a SINGLE DENTAL practitioner is NOT a good idea, especially when office personnel are not on the ball as in this office.
Got home, tried their online chat to schedule, but told someone will call me back. Waited 2.5 days and NO ONE called. I called & got 2nd new patient appointment with Dr. H. Received texts, email & even night before phone call to confirm appointment. Text & email confirmed time as 10:40 as scheduled, but caller said 10:30? I questioned, why did all confirmations say 10:40? She agreed. I was on time, but 30 minute wait. She apologized, her hygienist did not show up today. WOW!
Dr H is VERY nice & listens. A quick exam, no oral cancer exam nor x-ray review. Before she started to dismiss me, I mentioned I needed to tell her I was not returning, why & the experience at new patient appointment weeks prior. 1st, she was NOT there!! ONLY then she apologized & acted surprised. She admitted policy not to see anyone new without her present. Office Manager took notes. There's more than what I detailed here and I told her. I Requested x-rays in writing, she agreed. She graciously offered to personally re-do my cleaning at no charge as my concern is oral health and I cannot get another cleaning until 6 months. Technically don't feel I received a REAL cleaning, making it 13 months until my next covered cleaning somewhere.
I decided & schedule cleaning with her on 8/6. I received email confirmation from them on 7/29 & confirmed. I arrived 8/6, office manager greets me and says "Dr. Hackley is out sick today". Manager said she tried email me to cancel on 7/23 & 7/24, which didn't make sense. Thought to myself, "how would you know 14 day prior that Dr H was going to be sick"? She said she tried calling, couldn't leave a voicemail, that is strange! Every # I have has voicemail ability. "What phone # did you call?" She gave me work #, mentioned tried text cell, but I opted-out. BUT you can CALL a cell phone! She said she didn't have any other phone #. What about my home phone, which they HAD, but she said she didn't. I was called before at home. Cinthia didn't type it as I told her # & she acknowledged, we have it. Anyway, I scheduled ANOTHER attempt to get my cleaning. I went back to work and checked phone records as all our calls are logged. NO incoming calls in last 2 weeks from non-work client. I called Cinthia to let her know & cancelled. There are TOO many issues with this practice and who knows what else you don't see. They made NO effort & wasted my time again! There's have an obvious administrative problem at minimum. When I mentioned my concern about a single practitioner office, Dr H said she was planning to bring someone else onboard because she is planning to pull back her hours. Hours are already limited! I was looking for a future long-term relationship, not one with a few years left.