Stephen G Mum

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My appointment was set for at 11:00 a.m. as a January 13 20 23 I came in on time for my appointment but they had patients ahead of me and now it's almost one and now apparently they're out to lunch wh

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I came in for my root canal came in on time but they apparently put patients before me and now they are all going to lunch when it's almost 1:00 they shouldn't send patient's time it's not if they're not going to keep that time with the patient it's Steven it's pronounced Steven so I'm going to call you it Steven where everybody's knows Steven poor customer service
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Preferred solution: Apology

User's recommendation: Poor customer service

Anonymous
map-marker Paramount, California

Bad Service/ overcharge / Unprofessional

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For starters: They drilled the wrong tooth. Compare the signed treatment order with the record of tooth drilled in dental record. Not sure if the front-desk staff didn't relay the treatment order, or what miscommunication happened there. Then charged me additional money above the amount they listed (and had me sign for) prior to treatment. Presumably, the incorrect tooth they drilled was a 'more expensive tooth'? I had paid (the amount that they had quoted me and had me sign for) following the temp crown being placed. After they placed the permanent crown, they did NOT say anything about me owing additional money. All that was said was that I was going to call back to schedule additional work. Starting approximately two hours after leaving, they called me 11 (yes, ELEVEN) times that same day. I was at work during these calls. The next day, (again while I was at work) they called me 11 (Yes, ELEVEN) more times. Including 8 (yes, Eight) consecutive times in a 4 (four) minute window -----...-----...-----...-----...----- This office seems to overwork employees, have very poor communication, and be highly disorganized. On one occasion, overheard a dentist exasperatedly stating how [said dentist] still had like 30 charts (don't quote me on 30, but well into the double-digits) to complete for the day before leaving. But it was close to closing and had a dinner date; so would return later in the evening/night to do all of them for the day. On multiple days, heard various dentists and office staff stating how it had been a 'crazy day' or similar. Once, the water sprayer wasn't working for like 30 minutes. Once, a device (forget the name of it) that was necessary to complete treatment couldn't be found. NOTE: they had already numbed my mouth. They exasperatedly searched for 30-40 minutes. They were even talking about running to another location to borrow a device or reschedule the appointment. Eventually found said device. On another occasion: a dentist [while behind the desk] was having a procedure related conversation with an elderly gentleman and his wife [who were on the far side of the lobby. The entire lobby of patients could hear.
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Pros:
  • Dentist and assistants are nice
Cons:
  • Poor ethics
  • Poor communication
  • Office staff mostly bad

User's recommendation: Adequate staffing to accommodate workload. Better organization to avoid wasting 30 minutes searching for things and make the whole process more efficient. Improved communication to avoid drilling wrong teeth etc Better ETHICS. If you make a mistake and drill the wrong tooth, don't turn around and try to Charge EXTRA for it. Find ways to create private area's for HIPAA protected conversations. As opposed to across the waiting room(for literally all patients to hear)

Rosemarie A Pcf
map-marker Los Angeles, California

Terrible Business Practices

The office makes you pay up front for orthodontics (braces) and then they don't have enough orthodontists to keep up with the patient's appointments. I have two teenagers and even though we are on time for our appointments, we still wait an hour and a half to be seen. This is always the case. They should reimburse us for time wasted. Yet, the office has a policy and sign that says if the patient is 15 minutes late, the appointment is cancelled. Ridiculous! Terrible manager that does not operate the scheduling efficiently. Also, corporate only cares for the money and charging insurance, but doesn't care about quality and patient experience.
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Loss:
$7500
Reason of review:
Bad quality

Preferred solution: Price reduction

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