Summit Smiles

J

3 months ago

First impressions matter, and unfortunately, my experience with this office was nothing but disappointing from start to finish. I originally scheduled my appointment online, but two days later received a message stating the online scheduler was incorrect and that the earliest available appointment was actually a month out. Two weeks before my appointment, I called to confirm and request new patient paperwork. I never received the email, and had to call again. I then received three separate text messages claiming I had not confirmed my appointment via text — even though I had confirmed each time. Two days before the appointment, I called again and finally received the new patient forms. The following day, I was told my information had not been submitted, so I had to complete everything a second time. I arrived 30 minutes early as instructed. The front desk staff did not acknowledge me and continued their conversation while watching me check in. Ten minutes before my scheduled appointment time, I received a text stating my appointment had been pushed back 30 minutes. I was eventually brought back for x-rays, and I want to note that the x-ray technician was absolutely wonderful and the only highlight of this visit. She was kind, professional, and the only person who addressed me by my name. About five minutes later, I was told a hygienist had gone home sick and I would need to wait about 10 minutes. That turned into closer to 45 minutes with no updates. Just as I was about to leave, a hygienist came in and started part of my cleaning. After she left, I waited again before another person came in to actually complete the cleaning. The “toothbrush” portion of the cleaning took roughly four minutes, and several sections of my teeth were missed. Finally, the doctor came in to briefly check the work. I genuinely question why it took three different technicians to complete x-rays and portions of a routine cleaning. Additionally, being referred to as “the patient” or “new patient” instead of by my name felt impersonal and unprofessional. From walking in the door to leaving, my visit lasted 1 hour and 56 minutes — for what should have been a simple cleaning estimated at one hour. My confidence in this office was already shaken before I ever arrived, and unfortunately the appointment only confirmed those concerns. The only positive part of this experience was the x-ray technician.