ComplaintsforVegas Dental Experts

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a copy of my text to manager of the front office.. Good Afternoon This is Lourdes Ledesma I clearly had an appointment on the 14th of July. However the front office and management insisted my appointment is for the 18th of July at 3:30 pm. I am only interested in my appointment with Dr.C***. Out of an abundance of caution to avoid myself any further aggravation; I would prefer you confirm my July 18th appointment with Dr.C*** at 3:30pm. I can be reached by email at ******************** and/or phone at ************* This is the second scheduling debacle. I wonder is there more than meets the eye. First time after the consultation and initial down payment. This time I was supposed to pick up the implants. Interestingly enough; I said I did not want anymore implants for now. I actually had scheduled an appointment to see the regular dentist???? I am totally pleased with the work of Doctor C***. However the front office practices can appear tactical and predatory.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/20) */ This patient did indeed have 2 appointments scheduled for her case and an exam with the General Dentist. When her lab case came in early, we called the patient (7/6/22) to let her know her case came in early and we could get her in office before the prescheduled appointment 8/11/22 and we can do both appointments on the same day if we changed the date to 7/18/22. Patient was happy about saving a visit and said yes to the new appointment. (this is a recorded call through our phone system) Patient came in office on the previously schedule visit 7/14/22 which was changed on the 7/6 recorded call to 7/18/22. Patient was very unhappy with the fact that we could not see her. We did confirm that we would see her 7/18/22 she said, "Cancel the 2nd appointment with the General dentist I will just pick up my implants and go somewhere else. She left angry. I received a text message on my personal cell phone on 7/17 at 3:03pm confirming the appointment 7/18 to which I responded with "you are confirmed, and I asked for your other appt to be cancelled (general Dentist) Sorry for any miscommunication on our part...clearly, we failed you in the customer service department. See you Monday!" to which I received no response... This was a huge misunderstanding with a change in the schedule to try to accommodate this patient, get her in earlier and save her an additional visit. All of this communication is however record thru our phone system and can be provided. It is our intent to achieve complete customer satisfaction and of course, we would be happy to continue to see this patient and complete her case.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My very first visit everyone was exceptionally friendly. I was literally amazed. The doctors were just as warm and courteous as the staff. The day of my first procedure was no exception. I met Dr. C*** for the first time. Dr. C*** was so gentle and I had no pain during or after the procedure. The morning after the procedure my face was very swollen but I had no pain. On the 3rd day my face was even more swollen. I called the office and was routed to voicemail. The fourth day I was routed to voicemail again. Needless to say no one called me back. My follow up appointment was scheduled for 12/22/2021 bare in mind this was scheduled on 12/01/2021.I received a phone call on 12/16/2021 asking me to contact the office. The first 2 phone calls I was placed on hold and then the reception would disconnect the call. Finally Hope said to me that a few days ago the office manager decided the office will close at 2:00 pm on 12/22/2021 and that I could come in at 12:00 pm or reschedule. My appointment was scheduled for 3:30 pm. I found this totally unacceptable especially when I had scheduled this appointment 20 days in advance because I am a very responsible and dedicated employee. I do not have the luxury nor desire to let the patients I work for without service. When I requested to speak with the Manager Hope said "she is not here but I will have her call you in 2 weeks." I requested a Supervisor or a Doctor .....no surprise there....non were available. I paid cash for a service I did not receive. I cannot help feeling like I was swindled because I paid cash for full service and the services are only 50% completed. By the way Alicia nor Hope addressed the fact of my swelling or why nobody ever returned my calls. This is the good old hook and sink practice --charm the patient ...once the money is paid then the patient is at the mercy of the practice. This is truly disheartening because both dentists were really professional and gentle.

  Business response

  01/24/2022

  Business Response /* (1000, 6, 2021/12/22) */ Contact Name and Title: Cheri W***** Mang.partner Contact Phone: 928-242-6732 Contact Email: ****************************** I reached out to Lourdes and scheduled a video call for 12/22/2021 to address her concerns. She was very upset with being put off by front office staff and I assured her that the office does not normally have that type of Customer service. She agreed that all of her contact with the practice has been on a very professional and Customer friendly basis. I Addressed all issues including the original complaint of swelling. She assured me that she hadd no pain at any time and the swelling had gone down. Patient will be back in office next week for a post op check and she was given management Phone number and email for any additional concerns. Consumer Response /* (2000, 8, 2022/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have met virtually with both the office manager and my treatment coordinator both wer very reassuring. I have complete confidence on their word and will continue my treatment.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩