Wow! Let me begin by saying that the main reason I originally chose this dental office through my insurance was because of the great yelp reviews; it's too bad I wasn't able to experience the same. The first time my wife called to make an appointment, she was told we couldn't because we were not on their roster. Even though the office assistant was a bit rude, the statement was understandable, so we let it go. I contacted my insurance company to clear up the confusion and was told to call at the beginning of the following month when new roster's came out. Second call now and the office assistant was yet again, rude and short ¬¬- not helpful at all and just said that they hadn't received the new roster yet. Now the third phone call, which was made a just a few days ago, would be the same experience for my wife; condescendingly told that we're not on the roster, much like how an adult would rudely talk to a child, who just doesn't seem to grasp a simple concept.
A second time now, I contact my insurance company to clear up confusion. This time they tell me that everything is fine and that there should be no problem. All they would need to do is fax over an authorization to the dental office in order to verify my coverage. So again, my wife calls this morning to explain this and obtain the fax number. A fourth time, the office assistant is rude and doesn't give my wife an opportunity to speak¬. All she says is that she already told her that if we're not on the roster, we can't make an appointment. At this point it seems ridiculous but I've been waiting a couple months now to see the dentist so I call the office myself. Low and behold, as soon as she finds out that the calls are related, her attitude shifts and she yells at me, "I already told your wife you can't make an appointment if you're not on the roster!" I made it a point to then completely explain my situation to her. I would imagine it would have been as easy as providing the fax number to me so we could all go about our business but it wasn't, and we seemed to be annoying her. She then defended herself by saying that the insurance company should have the fax number so she doesn't see why we would need it. Was she implying that I'm dumb or that I'm lying? I'm not sure at this point but I am beginning to become offended. I informed her that she was coming across as very rude and warned her that I was very close to changing my facility with my insurance and giving a bad yelp review solely based on mine and my wife's experience over the phone with her. As I'm ending my sentence to finish making my point and obtain the fax number she says again, "I told you already though that you can't make an appointment if you're not on our roster!" Did she listen to anything either one of us had said? I felt like I was talking to a wall. She continued to elaborate but I was fed up - you can only take so much. I told her to forget it and that they would be receiving a bad review on yelp from me, so here we are because I'm a man of my word.
Shortly after I was referred to another dentist in the next city over so I called. Not only was the office assistant there pleasant, but she actually went above and beyond her duties. She offered to call the insurance company for me and was able to do an immediate transfer to their facility - seems it was even easier to do than I thought it would be. In a matter of just a few minutes, I was able to schedule appointment for my whole family there for next week. I don't like the fact that I'm giving a bad review without even seeing the Dr., but we all know that first impression is everything. Unfortunately though for this business owner, her office assistant is the first impression and is NOT doing a very good job at it. We all have bad days but this goes beyond that. She had five different opportunities to make a good impression and failed miserably every single time. I'm sorry Dr. Cupino, that I could not give you a chance and it's a shame that the growth of your business be obstructed by the person you entrust to handle its day to day operations. read more
