2 /5 Ashley Little: I hate to even do this because this is honestly a great dental office overall. Awesome front desk staff, Dr. Lam is AMAZING. I have to share this incident, though for awareness and the complete exacerbation of the problem when contacted by the manager. I took my younger two kiddos (2 & 4) for a routine visit. The assistant calls us back and gets us seated. She tells us the dentist will be in shortly. When the dentist comes in she tells him that my kids didnt do well last time with x-rays and to not worry about doing them this time. I thought she could have tried but they were busy, fine. There was a tray with only a mirror on it. He did the oral exam and told me they were good to go. With the kids being so young, I thought nothing of it. When I get my after visit summary, I see that it was documented that both kids got xrays and fluoride treatment. Neither of those were done but my insurance was billed. I figured it was an oversight so I called and explained to the very pleasant front desk lady what happened and that I would like to have their actual service done for what was billed, but I didnt want the same provider. The appointment is scheduled, then rescheduled at a later date. I noticed I got put back with the same person so I called to explain the situation again. I expressed frustration that no one had even called and apologized for the oversight or inconvenience and the lady said she would have the manager reachout. The manager called and started off by asking me what I needed because I requested a manager. I told her I was offered to talk to one due to my dissatisfaction with the situation and explained that I just needed to be rescheduled with a different person for the previousreasons. What was her response? Telling me that fluoride WAS placed and the difference between what a dentist and an assistant does. Im trying to tell her I dont care who COULD have done it but it absolutely was not done. She was hung up on telling me the assistant did it and basically their job roles. Because I obviously had to be confused about who did it vs it not being done. She wasnt in the room. Anyone would know if fluorideis paced or not. She said she would reschedule them but came off as very pompous and demeaning of my common sense. I reminded her that though xrays were documented as being taken, there wasnt any trace of those pictures anywhere. Its not a leap to understand the fluoride was falsey documented as well. After talking to her, it made me feel like this was malice in documentation to be paid for services not provided vs an oversight. After giving it much thought, I contacted my insurance to make them aware and decided to move the kids to another pediatric dentist. Im staying for the front desk staff and Dr. Lam. Please be vigilant of whats happening in not only this office, but all!
