On 01/22/26, I scheduled an appointment with Sage Dental of Franklin due to severe and persistent…read moretooth pain that had begun disrupting my daily life. During that visit, X‑rays were taken, I was told that there was an infection beneath an existing crown. This diagnosis made sense given my symptoms. I also scheduled a dental cleaning, which I understood would need to be completed in portions because of the pain that happens. Dr. Mark Harris entered the room and explained that antibiotics would be prescribed to help control the infection and manage the pain until a root canal could be performed. I specifically told him which pharmacy I use CVS on Liberty Pike.
After the clinical portion of the visit, a staff member went over my treatment estimate, including insurance coverage and my expected out‑of‑pocket expenses. I was informed that Sage Dental offered a payment plan, and I agreed to enroll. I was told clearly that: I could make a down payment of up to $500 The remaining balance would be paid through monthly payments The details would be sent to me via email. I received that email. I reviewed the plan. I agreed to the terms.
01/29/2026: I returned to the Franklin office on Upon check‑in, I was asked to pay $561.80. Because this amount was close to the $500 down payment discussed & because no one said otherwise I reasonably assumed this was simply the agreed‑upon down payment. I paid it. The right side of my mouth was cleaned by a dental hygienist who was, without question, the most professional and compassionate individual I encountered throughout this entire experience. She listened carefully as I explained that I was still in significant pain and acknowledged my concerns with genuine empathy. Dr. Harris again entered the room, he said the request "sounded familiar," which prompted me to point out that we had discussed this during my previous visit. He stated that he would resend the prescription. They were not. The Franklin location does not have an endodontist, I was scheduled for a root canal in Hendersonville, TN, on 02/09/26, a significant drive requiring time off from work. Prior to that appointment, I called to confirm my copay. I was told it would be $557.20, I questioned. I was transferred to the Smyrna office. No one there identified themselves. I was told someone named Isaiah would contact me regarding the payment plan. No one ever did. 02/09/2026 On the day of the scheduled root canal, I contacted the Hendersonville office and explained that I could not pay $557.20 again and needed clarity regarding the payment plan. This was the first time I was told that: The payment plan was managed by a third‑party company it required a separate enrollment link I didn't receive. I returned on March 9 after another day off work hour long drive, hoping this appointment would finally bring relief. I paid the full $557.20, wanting nothing more than for the issue to be resolved. A new X‑ray was taken & reviewed by Dr. John Keigher, who informed me that my tooth was fractured beneath the crown that extraction & a dental implant were now required. He also told me that he could not perform this treatment. While reclined in the dental chair, head down, legs elevated. I asked when an oral surgeon would be available. He said he didn't know. I asked why this fracture had not been identified during prior X‑rays, explaining the time, money, and pain I had endured. He replied that not everyone can interpret imaging and referenced newer technology, repeatedly using the term "PA" without explanation. When I expressed that I no longer felt comfortable continuing treatment with Sage Dental, his demeanor was condescending. He accused me of misunderstanding him & stated that I "could not simply roll up to an oral surgeon." I asked to be helped out of the chair. The dental assistant assisted me. As soon as I stood up, Dr. Keigher said I could have left the chair at any time, very rude. The payment was refunded minus the cost of the X‑ray. Despite multiple assurances across multiple visits, my pharmacy never once received a prescription for antibiotics. While in the office, I overheard staff mention that prescriptions "don't always transmit successfully," which may explain this failure. 03/25/26, I contacted the Franklin office seeking reimbursement for services not rendered. This was the first time my call was answered by Isaac, a manager temporarily covering for Isaiah. I calmly explained everything. Isaac told me he documented my concerns on handwritten Post‑it notes to be addressed by Isaiah upon his return. He also said he could do nothing to resolve the issue & kept saying awesome. He referenced "remodeling" as staff departures. I still need the left side of my mouth cleaned, an oral surgeon, still in pain. Leaving Sage Dental is relief that I can go elsewhere & I finally felt safe. This was not a single bad day or misunderstanding. This was a pattern of miscommunication, inadequate follow-through, & dismissive conduct.
