The actual teeth cleaning was perfect, she is always wonderful. What was terrible customer service was upon arriving the secretary stated there was a mistake with scheduling and that they put the appointment 1 day early and my insurance would not cover my visit? She then stated she tried contacting me- Ezcuse me, I have 2 smart phones which are linked to each other and I've got 3 emails which are also linked! There was NO voicemail and there was NO email sent to ANY of my contacts. The only contact was the email confirmation of my up coming appointment!!!! Obviously there is a break down in the front office procedures and simply NO excuse to NOT leave a voicemail AND make the extra effort to send an email. Simply incredibly poor customer service by the front desk staff- Again my teeth cleaning was flawless, she was great. Better fix that front desk --
Dear Richard M. ,
We thank you for your feedback as we are always looking to make sure each patient has the best experience and is provided the highest quality dental care possible from our team. We are happy that you had a perfect teeth cleaning by your hygienist! We think she is pretty awesome too! We are sorry that we could not reach your dental insurance last week before they closed since they were in another time zone. We did try to reach your insurance again on Monday morning when they opened the day of your appointment to confirm that they would require you to wait one more day for insurance to cover your appointment. Some insurance companies will make a one-time exception if this rare occurrence happens. Unfortunately your insurance chose not to cover your cleaning this time. Since we were on hold for more than 45 minutes waiting to reach a live person at the customer service department of your insurance we did not have the opportunity to reach you ahead of your appointment. We tried to communicate with you upon check-in and let you know of the situation and to make sure you knew that we wanted to take care of you regardless of your insurance coverage due to the short notice as we care about YOU and tried to express that by not charging you for your appointment. We do understand you had made special arrangements to come in on your day off and it sounds like your hygienist took great care of you. Again, thank you for your feedback.
Dr. Matovich?s team