Awesome Smiles | El Paso, Tx

Annette Wenger-Felton

5 months ago

Here it is, the end of the year and I still have $3000 in benefits that hasn’t been used. I got so frustrated with this office that I’m left without a provider. My problems with them started 3 years ago when Dr P had a male dentist that was part-time. When he was working on my teeth, he encouraged an additional crown. That year, we’d already used the $3k limit of my insurance coverage. I told him I couldn’t afford to do that. He pressured me to make unaffordable payments, apply for credit, and call my family. I finally had to tell him straight up that I was on social security and lived under the poverty level. It was humiliating and aggravating. He also applied a treatment that my insurance required a pre-authorization for. They tried to bill me for it. After much discussion with the billing person who contacted Tracy, the charges were taken off. Those experiences left me frustrated and untrusting of the office policies. I returned the next year, 2025 for a cleaning. I called the day before to update my insurance information. The front desk lady assured me it was all set up. When I arrived to my appointment I offered my insurance card to the receptionist and she told me she didn’t need it, everything was covered. After 5 months I received a statement from my insurance company showing that I had an outstanding balance of around $500. I was pretty sure they had billed my old 2024 insurance policy. I left multiple messages on the billing department’s voicemail, I emailed Dr P explaining the experience and seeking resolution. I received no response at all. Then they called me for my 6 month cleaning. I asked for the billing department and had to leave another voicemail. No response. When I got the reminder, I cancelled the appointment. I’ve been stuck since then. $3000 available until December 31, 2025. Next year, due to the failing Medicare health insurance system, I will have zero restoration coverage. I thought I found a good dentist that I could trust. Reestablishing a new relationship with a dentist is not easy. They push you for extra treatment like a used care salesman, Tracy’s billing department, if she has one, is incompetent and unresponsive. The front desk employees are incompetent. The wait times, in the lobby and chair can take up to 5 hours. I am disappointed that I absolutely cannot recommend this office.