This office has the WORST customer service I have ever experienced. To be fair, we did have a snafu with my daughter getting to her first appt late and then coming the wrong date the next time. They accommodated her when she came the wrong day and for that we are appreciative.
The issue comes in here...background, my insurance company has automatically kicked me out of the system each month for the past 5 months. HR benefits doesn't know why it keeps happening but, a simple call typically rectifies in within 3 days and the claim can be resubmitted.
Today, the office manager who is the rudest person I have ever met called me and told me "Your coverage expired in August 2014" (which is when my husband, the original benefit holder died). I explained to her that we had 2 years of coverage from the date of his death and that the system keeps kicking us out but, its easily fixable with a call.
In between her berating and somewhat accusing me of receiving services without having benefits, I tried to ask her for a number that the insurance company can reach her at to explain. She never answered. I finally asked her to give me 7 business days to correct this so they can resubmit and she kept saying, "you don't understand, you aren't covered". I kept explaining that I am and instead of just listening to me, she was abrasive and talked over me so I couldn't get a word in. I had two adults present and kept her on speaker phone so they could hear how rude she was. So my volume may have elevated to try to get a word in because she was relentless (like a dog with a bone) to be right. Then, she hung up on me. I called back to get her supervisors info and she hung up on me AGAIN. Then I called back several times and they routed me to voicemail. I only know this because when I called from another number and asked for who the "office manager" reports to and their contact information, she refused to give me this and told me "you have called here again and again and if you call again, i am calling the police and filing harassment charges". AND hung up on me again. Its fairly simple to provide our supervisors name and contact info but, she refused.
So, I am not calling the office again but, needed to make sure that potential clients know that you are not the CUSTOMER at this office. The office manager is accountable to no one and is on a serious ego trip. You will not be treatedly respectfully nor do they care about your returning.
Note, I have been with the same dentist prior to a change in my benefits (due to husband death) for 25yrs and never had one single problem. And from the reviews that i am reading, I am not the common denominator. This office is the problem.
This office doesn't have a "dentist on staff". These are all contracted dentists who have no vested interest in your long term care or customer service experience. They are in and out. Dentist Beck was at least polite so I will give the office 1 star for her as well as the gal who checked me out.
Oh, and the dentist (Giustino) I saw somehow convinced me to pay $236 for an extra cleaning that I required and he would not do a regular cleaning and I come back for the deep one. I called my old dentist and told him, he said he has been doing that same deep clean on me for 20yrs and it never occurred to him to charge me. Scam? Maybe there is a commission on upgraded services that is kicked back to the "office manager". I wouldn't know. I can't even ask her about this because, I will be considered harassing.
Run, don't walk from this office. Its a nightmare. The office manager needs a lesson in not being argumentative, LISTENING, politeness, and customer service.
May 06, 2014