I usually take to Yelp and reviews to acknowledge outstanding service (see my profile), but today I…read moream reviewing in order to let consumers know of my experience at Main Street Dental. I struggle to place this review because the one dentist there, Dr. Lily, is outstanding - caring, professional and knowledgeable. However, the corporate staff is terrible, and my recent experiences have been awful. They seem to be motivated solely by profit and not patient care. For instance, I paid for a package with two cleaning for each member of my family. During the initial stages of COVID, the business was closed and when they reopened, they couldn't fit anyone in for several months, which I completely understood. However, by the time they were able to fit us in, they said the date of my "package" expired and they wouldn't honor my second cleaning, which I had already paid for. I didn't delay my teeth cleaning! THEY were closed and THEY couldn't fit me in. I did fight this and won that battle (I should not have had to fight this at all). Additionally, the cleanings now are nothing like they used to be. Kelly, who left, was amazing and took a full 40 minutes to clean my teeth (if you are out there, please let me know where you are, and I will come to you!!). The last several times we were there, cleanings took no more than 15 minutes - I do not blame the hygienists as I think there is pressure on them to fit more clients in.
The bigger problem is that years ago a dentist at Main Street Dental suggested a procedure for my tooth to adjust the appearance - a close to 1K process. Sadly, this procedure caused me to lose the tooth. I have very good teeth and take very good care of them (you only get one set to get you through adulthood), so I was horrified by this. After losing the tooth, I was then told I needed a crown - another 1K plus. This lasted me 5 years until it broke off while flossing my teeth one day. Crowns typically last at least 10-15 years, sometimes more and should not break due to flossing. I came in as an emergency and was told a new crown would cost close to 2K. I questioned charging me the full amount due to the unique circumstances of my case (the previous dentist causing the loss of my tooth and the new crown only lasting 5 years). I was told that even though these circumstances were correct, the dentists who did the original work (through their office) had left the practice, so they wouldn't take responsibility for the mistakes those dentists made. It was still your office - Main Street Dental - and as a company you should take responsibility for the work that was done by the professionals that worked for you! I didn't come from another dentist's office, which would have been different. They also said that if they gave me any kind of break on the fee, Dr. Lily (who is wonderful) would not get paid, which is clearly ridiculous. So, I paid in full for the new crown that day because it was a front tooth and an emergency situation. I went for a follow up after and, as I was leaving the office, the office personnel yelled out to me "where are YOU going?" Then she checked and saw that I already paid in full and said I "could go." Really? That is how you talk to a client????? Our family has gone to Main Street Dental for over 20 years, and I liked the office when it was run by partners/dentists. We have spent a small fortune there over the years. It is now corporate run and, unfortunately, the corporate structure is money first, patients last. I have asked several times to speak with the regional manager and, despite my 20 year loyalty, I have yet to receive a single phone call from anyone....Dr. Lily if you ever go out on your own, we will be happy to follow you, but we are done with Main Street Dental and the rudeness, poor service and failure to take responsibility for poor work.
