I'm genuinely disappointed to have to write this review after 15 years as a patient, but this…read moreexperience was unacceptable and, frankly, the final straw.
Without any effort from your office to hear my account or offer even a basic acknowledgment of what occurred, I feel forced to document the facts here. This is part of a broader pattern that reflects a consistent and significant decline in professionalism and patient care.
Your recent letter shaming me was despicable, short-sighted and indefensible, and only reinforced how unprofessional and poorly the office is now being managed. Since the departure of Dr. Lusby, a skilled, kind, and exemplary dentist, the practice has deteriorated from the inside out. What was once a patient-focused environment now feels impersonal, transactional, and driven by aggressive upselling just like a used car sales lot.
My most recent interaction with your new dental hygienist (apx. 60 y/o, blonde - I was not given her name) was deeply unprofessional and rude. To characterize my behavior as disrespectful is simply untrue and clearly is projection. On the contrary, I remained calm and respectful throughout.
Each visit increasingly feels less like healthcare and more like used-car sales lot. The constant pressure to purchase additional services like trays, molds, whitening treatments, unnecessary X-rays every visit, veneers, crowns, and costly memberships, is excessive, unwelcome, and inappropriate. I have never had a cavity, never needed braces, and have maintained consistent cleanings my entire life making me in the top 5 percentile of adults. On this particular day, I was scheduled only for a routine cleaning and polish, and I was clear that I was short on time.
During the cleaning, the hygienist aggressively prodded my gums with a sharp instrument. I calmly asked her to "take it easy". Rather than adjusting, she became defensive and continued with increased force blaming it on my poor lack of care. Afterward, she proceeded to pitch two additional procedures, despite my earlier indication that I was only available for a clean and polish.
When I politely declined one and said I would consider the other at a later time, she became visibly irritated. I chose not to engage in an argument and reiterated that I was there only for a cleaning and would seek a second opinion if needed. At that point, her behavior escalated dramatically... she abruptly stood up, threw her instrument down, and stormed out of the room, leaving me sitting there.
After waiting a couple of minutes, I walked down the hall and calmly asked if she intended to complete the cleaning I had come in for. Her response was, "No. If you're not going to let me do my job, you can leave." When I clarified whether she was refusing to complete the scheduled cleaning I had come in for, she again told me to LEAVE.
This came immediately after she had attempted to alarm me by claiming I had periodontal disease, sleep apnea and was a mouth breather. None of which are true as I previously completed a sleep study. Apparently now dental hygienists are allowed to give medical claims as an MD regarding areas of expertise they are not licensed for? Threatening me that I would lose all my teeth if I didn't act immediately, was the final straw. These claims were not only inconsistent with my lifelong dental history but were delivered in a manner that felt more like fear-based high-pressure sales tactics than legitimate medical guidance. Moreover, a second opinion from a different Dentist office confirmed I don't have Periodontitis. Shocking!
The accusations in your letter, that I raised my voice (not close), arrived late (I was 4 minutes behind), disregarded staff time (actually disregarding mine), or improperly took photographs of office materials are inaccurate. The only photo taken was of the QR code displayed on your counter specifically for the purpose of leaving this review.
Equally concerning is that neither of the dentists made any effort to contact me to discuss the situation or return my call. This lack of accountability stands in stark contrast to the excessive volume of automated emails, texts, and calls your office sends leading up to appointments, along with ongoing solicitations for raffles begging for more clients.
It is also not surprising, in this context, that your office appears to have a revolving door of staff this I've gauged over the last decade shortly after Dr. Lusby's retirement.
This practice has declined significantly, and I will no longer be a patient. I will also be transitioning my entire family elsewhere for dental care. Additionally, I will share this experience honestly with others, especially those new to the Tahoe area, so they can make informed decisions.
I have never been treated with such disrespect. Furthermore, public acceptance here of facts and an apology from you and this dental hygienist would be the right thing to do. Let's see if you do.
