map-marker El Paso, Texas

Picasso would not be smiling if he visited this business...

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I received very bad service from misinformed, rude, and arrogant employees. I went at 9:00 AM to the Westside location for a routine cleaning covered 100% by my university insurance and at the end Dr. Nahm told me I had some cavities that needed attention. One of the receptionists by the name of Sandra (who did not want to provide me with her last name) later explained to me the costs and procedure of getting my cavities fixed. I told her I needed to think about these costs and possibly get a second opinion. Then I asked her if I could have a copy of the x-rays and she said “yes” but that it would cost me $30, however, she offered she could email them to another dentist at no extra charge. I then called my dentist’s office, obtained his one and only email address and provided Sandra with his full name, office phone number, and email address. Scrutinizing this information, she rejected the email because it was a “@hotmail” email domain. I assured her this was my dentist’s official email address and added that he works in Ciudad Juárez, Mexico. Immediately upon hearing this, Sandra said “we don’t send emails to Mexico.” I then asked her why not. She said “we just don’t.” I insisted for an explanation and she then told me I would have to speak to her manager, Sara Molina, over at the Eastside location. Sandra gave me Molina’s phone number and at that moment Dr. Nahm appeared over at the receptionist area concerned with the problem. Dr. Nahm listened attentively to his employee, Sandra, and me and then explained to me that x-rays are sent to other dentists at no charge only in special cases when a second opinion is warranted. I insisted that Sandra had offered me otherwise but that the problem arose when I mentioned that my dentist’s office is in Cd. Juárez. Dr. Nahm then asked Sandra if indeed she had offered this to me and she, cleverly, did not answer his question. Instead, Sandra reverted to the same argument: I was told we don’t send emails to Mexico and am only following policies and orders. Dr. Nahm said he frankly did not care whether my x-rays were being sent to Cd. Juarez or any other city but Sandra insisted that I needed to talk to her manager, Sara Molina. All I wanted was a simple explanation behind the policy, which I did not receive from Sandra, nor Dr. Nahm, who said he had never come across this issue. Worse yet, when I talked to Sara Molina on the phone while I was still in the dentist office she refused to give me an explanation (and her last name, too. I had to ask someone else for it). All she said was that it was “illegal” to send emails to Mexico and then hung up on me, right after saying she has “an office to run” and cannot waste her time on me. In the end, I left around 11:00 AM, 2 hours later, with no x-rays and no explanation whatsoever about why sending an email to a renowned dentist in Cd. Juarez is “not allowed” or in Sara Molina’s words “is illegal.” Worse yet, I felt treated as if I was doing something wrong by simply accepting Sandra’s offer. Manager Sara Molina admitted over the phone that her employee Sandra had given me erroneous information. If that is the case, a business should assume their mistakes or that of their employees and see what can be done to remedy the issue. And if the issue cannot be resolved, then a manager should at least have the decency and knowledge to explain business policies and practices in an informed and polite way! I am sure I will not be the last to come across this issue of "not being allowed to send x-rays” to a doctor "internationally" if only because Picasso Smiles is on the U.S.-Mexico border. Hopefully though the next person in my situation will get much better treatment and actual explanations.
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Reason of review:
Poor customer service
map-marker El Paso, Texas


My experience with Picasso Smiles was a total nightmare. I decided to try it out since it was a new place but I was greatly mistaken. At my appointment, an unnecessary procedure was done on me. I was in much pain and wasn't able to eat or drink until hours later. I was also told I had a total of eight cavities and that I was at the pre stages of a gum disease. After my appointment I realized I was overcharged and decide to go back to my usual dentist to fix my cavities. At my checkup, my dentist found zero cavities and said everything was perfectly fine. After this knowledge, I had my insurance look further into my visit at Picasso Smiles. They found that the procedure done on me was not medically necessary and made Picasso Smiles adjust charges, update my medical record, and refund my money back. It's been an eight month struggle in trying to get my money refunded. The manager, Sarah, at Picasso Smiles has been extremely rude, uncaring and unhelpful. She was very unprofessional and she gave me a hard time throughout the entire process. I don't recommend this place to anyone and highly believe that they are committing fraud.
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