I am a current patient of Winter Haven Modern Dentistry and am writing to express my concerns…read moreregarding a recent experience I had while attempting to schedule care for my 89-year-old father, who is relocating from Texas to Florida and is covered under a Delta Dental PPO plan.
On August 31, 2026, at approximately 12:45 p.m., I received a message from your office stating that my father's insurance had been canceled. After reviewing his policy information, I confirmed that the policy was active and scheduled to become effective on September 1, 2026.
At approximately 2:10 p.m., I called the office and spoke with Aria. During the call, I had difficulty hearing and understanding her due to the low volume and tone of her voice. I explained the situation regarding my father's insurance coverage, but no solutions or guidance were offered. Instead, I was informed that my father was not a patient and did not have an appointment scheduled. I advised that this information appeared to be incorrect and suggested that there might be an error in the information on file. After re-entering my father's information, Aria advised that there was no insurance coverage listed.
I explained that I was reviewing the policy information directly and could see that coverage was active with an effective date of September 1, 2026. Aria instructed me to contact Delta Dental. I asked whether the office could verify the information directly, as it seemed likely that Delta Dental would simply confirm that the policy was active but not yet effective. I expressed concern that this would result in unnecessary back-and-forth communication. I was informed that there was nothing further the office could do, so I contacted Delta Dental myself.
Delta Dental confirmed that my father's plan was active and that the coverage effective date was September 1, 2026. They advised that the office should be able to verify the insurance successfully beginning the following day.
At approximately 2:21 p.m., I called the office back and again reached Aria. I politely requested to speak with a manager. I was informed that there was no one else available to speak with and was placed on hold. After approximately five minutes, another employee answered the call. When I again requested to speak with a manager, I was asked to explain the reason for my request. I stated that I wished to discuss an insurance-related concern. The employee indicated that she could assist with the issue, but I respectfully reiterated that I preferred to speak directly with a manager. My name and phone number were then taken for a return call.
At approximately 3:20 p.m., Manager Soleil called and left a voicemail requesting that I return her call. I returned the call at approximately 4:31 p.m. During our conversation, I explained the concerns outlined above, specifically regarding the lack of assistance provided and the overall customer service experience. After listening to my concerns, Soleil informed me that both Aria and the other employee reported that I had used vulgar or inappropriate language during my conversations with them.
I advised Soleil that this allegation was completely untrue. There were individuals present during my calls who can verify that no profanity or vulgar language was used at any point. Despite my explanation, the conversation shifted toward a discussion of treating staff respectfully, which left me feeling that my concerns were not being addressed and that I was being unfairly characterized.
My concerns can be summarized as follows:
Customer Service and Professionalism
Front desk staff and phone representatives are often the first point of contact for patients and therefore represent the image of the practice. Clear communication, professionalism, and a willingness to assist in resolving issues are essential. In this case, I felt that I received very little assistance and had to suggest possible solutions myself.
Access to Management
When a patient requests to speak with a manager, that request should be respected. While collecting basic contact information is reasonable, patients should not feel pressured to disclose details they may prefer to discuss directly with management.
False Allegations
I was disappointed to be informed that staff reported I had used vulgar language when that did not occur. As a patient, I do not appreciate being indirectly accused of behavior that is inaccurate and unsupported by the facts.
I believe this situation could have been handled much more effectively through proactive communication, problem-solving, and a greater focus on customer service. My intent in writing is not simply to complain but to provide feedback regarding an experience that fell well below the level of service I would expect from a healthcare provider.
As a long-time patient, this experience has caused me to seriously reconsider whether I should continue receiving care through your practice. I hope this feedback will be reviewed and used as an opportunity
