Lane & Associates Family Dentistry - Jacksonville

Bill Williams

3 months ago

A one star ranking from a very disappointed client of 10 years. Since joining this dental practice I’ve never been late for an appointment, never missed an appointment, never not paid for a services performed. I’ve come in every year for an exam and cleaning and have never refused a treatment plan provided to me. However, since the Lane takeover this practice this practice has declined on all levels. Upon entry of the office you will notice numerous dental excellence awards for former dentists who built the business but no longer work there. The staff is quick to tell you the new personal is great but they can’t stand behind the work of those dentist on the walls because they are no longer associates of the practice. So if you had work done and the work fails (eg a filling falls out while brushing) you or your insurance WILL be charged for an exam and for any follow on corrective measures even though it’s a second or a third failure on the same tooth. And just to provide some context to you, it’s not like I’m a yuck mouth. To the contrary I’m a male in my mid 50s who has routinely been to the dentist annually since the youthful age of 17; and I’ve never had a tooth pulled (not even my wisdom teeth). So to continue on, the current office staff who are well aware of what insurance companies cover or don’t cover, will NOT tell you that your insurance will not pay to have the same tooth worked on in the same year and will charge your insurance company anyway, then they will compute a copay for you to pay at the time of service and send you on your merry way thinking you are good till next your next visit. What you don’t know is that the insurance company will most definitely call BS and refute charges back to the office. From an insurance stand point this rule makes sense. There should be a standard of care. From a clients perspective, you are blindsided with a bill for rework of what was clearly a gross failure in practice from the associates in the first place. To make matters worse the company sends out bill years after the fact and threatens you with collections in the event of non payment. So like a good steward and loyal customer I paid the long outdated bill (out of pocket) and requested to have the tooth examined for a third time due to what I believe to be another loose filling (same tooth same filling mind you) and to my surprise they were quick to schedule me an appointment. I explained I did not want to charged for this exam since this would be my third complaint in 2 years for the same filling and was told “that’s not how it works”. Just to be clear, we’re NOT referring to a rotted abscess tooth that requires major drilling and filling, a crown or even an extraction. No, no, no we are talking about a simple facial filling on the outer face edge of the tooth. The filling has popped completely out once and is now loose again. Upon explaining my position on the subject matter, I was treated as if I asked for something stupid so I asked if they prefer I take my business elsewhere. Without skipping beat they seemed perfectly fine with that as they bid me a good day. I nodded my head and left the facility with a plan to file as many complaints as I can, discourage all my family and friends from allowing this business the privilege of stealing from them too and I am now seeking a new dental practice. Business must be really really good at this clinic given the rude behavior of those responsible for face to face customer interaction. Since they are so good at what they do maybe they will take down all the stuff with previous dental practice achievements and actually put some up for their current staff member’s since they are so awesome. Or maybe they just don’t have any to display. They certainly aren’t getting my vote for customer satisfaction. Let the hunt begin.

Jennifer Gedlinske

5 months ago

I had a tooth that had gotten infected and needed to be extracted. I was able to get a same day appointment and was in the office within an hour. The dental assistant, Chris was so kind and helpful as I don’t like going to the dentist at all. Chris made me feel extremely comfortable and even had me smiling with a little giggle before I left. Dr. Farmer was very polite and professional and was able to extract the tooth without difficulty and sent a couple of prescriptions to the pharmacy for my aftercare. I unfortunately do not have Dental Insurance, but this office has a great option for self pay patients and that is what I ended up doing. Thank You so much Chris and Dr. Farmer for the amazing care you both provided for me!! I highly recommend going to this dental clinic if you need anything.

Sara White

7 months ago

We have always had the best experience here! My four children and I are all patients and have received excellent and compassionate care. Scheduling is easy, the reminders are helpful but not excessive, and most importantly, every person on the staff that my family has interacted with has been professional and kind. We cannot recommend them enough!