Our experience with this office and its other location has been deeply frustrating. My mother has been in treatment since early this year and is still experiencing significant pain, despite having paid nearly $18,000 out of pocket so far, not including added fees for X-rays, in a span of 3 months. What's even worse than the lack of results is the way we've been consistently treated by the staff with rudeness, hostility, and unprofessionalism at nearly every step.
From the beginning, which was since last year, of our time at this office, the staff felt cold and unwelcoming. Over time, it became clear the behavior was outright standoffish, dismissive, and sometimes aggressive. Hoping for better service, we transferred to the Stockton office, but unfortunately, the tone was similar.
While the Stockton front desk seemed more composed, the woman in the finance office immediately questioned why we were switching locations and was confrontational from the start. Very odd. We simply said we preferred this office, but she seemed irritated. At that point, it became obvious this wasn't just a one-time issue. The aggressive tone is a pattern across both offices.
Throughout our time at both locations, we've been met with dead stares, uncomfortable mood swings, and behavior that's difficult to predict. Staff often respond defensively when I ask basic questions, like requesting dental records, which I only did once, and they take things personally when I follow up on treatment. Just trying to get one form of documentation about my mom's care has been exhausting. The lack of communication has gone on for months.
Dr. Cheema originally seemed helpful. He explained that my mom's previous dentist had done poor work that caused complications, and that his treatment plan would fix the damage.
So his treatment was due to improper treatment from a previous dentist, according to him. We appreciated his willingness to help. But at a follow-up visit on May 13th, when I asked if he could provide a letter outlining his findings, his tone completely changed. He became avoidant and dismissive. He brought up his belief in God, which would normally imply honesty and integrity, but his behavior was actually dishonest and unethical. Despite invoking God, he made it seem like I was being dishonest for simply requesting the letter. It felt manipulative and backwards, like he was trying to avoid accountability by twisting the situation against me.
After some back and forth, he agreed to provide the letter but we've never received it. I've followed up by email and phone multiple times with no response.
When I called again today, I was met with hostility and pressured speech. I politely asked about the letter and was snapped at with "What about it?" before being talked over and hung up on with a sarcastic "byeeee." I called back to report the call and was met by another staff member who laughed, gave slurred responses, and offered no help.
I work in the medical field and I've come to a very unsettling realization today after the terrible experience over the phone: this kind of behavior isn't normal unless there's something more going on, whether it's substance use, unmanaged mental health, or a personal issue they have with us, it's completely inappropriate and unprofessional. Several staff members show signs of being under the influence while on the job. This includes conjunctival injection, pressured or slurred speech, mood swings, aggression and defensiveness.
These are not traits of sober professionals. It's not only unprofessional but it feels unsafe especially for people like my mom and I. It would explain why we leave most calls and visits feeling shaken, confused, and disrespected. After months of trying to give them the benefit of the doubt, I now truly believe the staff should be reevaluated because their behavior is unacceptable in any setting, especially one handling people's health.
Also, requesting the findings of a dental visit is a patient's right under HIPAA, and withholding them is a clear HIPAA violation, especially since it has now been more than 30 days since my initial request.
At this point, it is concerning and questionable why the information is still being withheld. I'm also beginning to wonder why there has been no email communication, which would create a clear record; it raises concerns about transparency and intent.
We are still in the middle of my mother's treatment, and it's heartbreaking that even after all the money we've paid, she's still in pain, and we're treated with such disregard. This isn't just poor customer service but it's a lack of basic human decency. read more
