The Super Dentists

I’ll start off by saying I NEVER write reviews. Most businesses deserve the benefit of the doubt but with having worked in dental for years in San Diego county, I was so stunned at my experience here that something needed to be said. I’m writing this purely with the intention of creating awareness for your staff and hopefully offering additional training in customer service.

Scheduling was simple and easy, so things started off smooth. The facility is massive and fun for the kids to look at – I absolutely appreciate their kid friendly vibe. All information is asked for in advance, assuming the staff take the time to review prior to a patient coming in. I happened to schedule same day – so when I came in and they asked for my insurance details again, I understood. This is clearly a high volume office with people in and out during peak hours. It wasn’t until my kids and I waited for 35 minutes that I started to question things. I went to check in on our status for being seen and the front office team asked for my insurance card a 3rd time. The team member looked around and were confused as to the status of my insurance verification was and were told they needed to submit a picture (you mean the ones I’d already provided online prior to the appointment) and again AFTER I’d come up to ask after waiting nearly 40 minutes past my appointment time. Obviously they’d forgotten to provide their eligibility coordinator with my insurance in the first place.

An hour and 10 minutes go by, my kids are hungry, I’m starting to feel forgotten about and they finally call my name – Just kidding, they just asked me to come up and sign a self pay waiver just so they can see my daughter while they wait on verification. My insurance isn’t anything peculiar – it’s a PPO premier insurance and been used many times before at other providers over the years. At this point, I was desperate for my daughter to be seen. We’d already sat in 45 minutes of traffic to get there and although the front office had clearly checked out for the day, I was still trying to have my daughter seen – so I signed their waiver ready to pay out of pocket if I needed to. There was such little compassion for our wait time and they looked annoyed at me being annoyed. Needless to say, they tell me an assistant is on their way to come get my daughter …

Jokes on me – another 10 minutes later and other patients are called back. Nearly 90 total minutes of sitting in a waiting room while I listened to you guys talk about astrology signs and then appear shocked that I’m upset. One front desk staff even shared “well we didn’t have your insurance information” LOL well of the 4 total times I presented it and with the physical card being handed over – I just can’t believe the level of unprofessionalism. Nobody even acknowledged the wait or took ownership of their miss. If that’s your standard of care, you might as well be western dental. Such an enormous waste of time.

Such a miserable experience. I was told no less than 4 times that they were in network for my insurance and they weren’t. They hygienist was trying to correct my parenting when I was trying to calm my scared 5 year old. They “found” like 18 cavities none of which were there 6 months before or after. You can’t call the billing department directly so you just have to wait for a call back. And the call number makes you listen to 90 seconds of the most annoying woman ever! 0/10 would not recommend.