I choose to take my child to one of their many locations because it was recommended to me by a family member. She had nothing but nice to say. What really frustrates me is their current surgery coordinator. I’m a surgery coordinator myself and have NEVER put any of our patients through the trouble that I had with this person at their office. I have to constantly call her and it seems like she is never there. I have left numerous messages with no call back for days. She tells me that she will mail me stuff but I don’t ever receive anything and I understand that sometimes thing get lost in the process. I have faxed stuff to her with current information but why will you continue to call me on phone number that has been disconnected? Does she not read the memo that is on the fax cover sheet? Every time the Calvin office try to express my frustration the front desk will tell me they can’t help me with surgery stuff, I will have to leave a message their surgery coordinator, again. I have expressed my frustrations with the front desk a few times. Not once did anyone ever say, “it’s seems like you’re having trouble getting a hold of our surgery coordinator. Let me have you talk to our office manager.” After about a month with the run around with phone calls and emails I finally talked to her and got the surgery breakdown that I needed. I never received surgery information from her other than Kaiser will call you. I paid extra out of my own pocket to porcelain crown thinking that my son was going get them. The morning of surgery the nurse anesthetist asked me who my son’s surgeon because the doctor that they have there is not the doctor that is on their scheduled? It was so sad for me to honest tell her I DON’T KNOW! I finally meet the surgeon who informed me that the original surgeon that was supposed to be there was in an accident. Therefore he’s filling in for him today and he wanted to let me know that the porcelain crown is not his specialty. He wouldn’t be able to do them today unless I want go with the silver crown otherwise I will have to bring my son back when his original surgeon has recover from his injuries. He thought that his office has informed me. Really!!!!! THEY HAD TWO DAYS PRIOR TO HIS SURGERY TO CALL ME AND LET ME KNOW. NO ONE BOTHER TO CALL ME AND IF I HAVE KNOWN I WOULD HAVE RESCHEDULE HIS SURGERY. GIVE ME THE OPPORTUNITY TO MAKE THAT DECISION AHEAD OF TIME. I was not upset at the doctor because it’s not his fault. The last time I check money did not grow in my backyard nor do I want to put my son through this twice. TO TOP IT OFF THE FILLING THAT THEY DID FOR HIM CHIPPED OFF 5 DAYS LATER. This really did it for me at this point. I left a message for their office and by surprise the person that called me back was the office manager. She was the one that received an ear full from me and how AWFUL MY EXPERIENCE was. She kindly apologized to me and worked my son in to see his regular dentist that Thursday. She was really sincere about everything and I hope that from this point they will take my bad experience and see how they could prevent this from happening to another patient. My son like his dentist and it’s hard to find someone that will fix your child. Therefore I will give their office another chance.
Thank you so much for taking the time to bring this to our attention. We really appreciate all types of feedback to know where we can improve and better serve you and your child! First of all, we are sincerely sorry for the experience and confusion that took place with our surgery center and coordinator. We will definitely look into how to improve the lines of communication, and you can rest assured that we always want you and your child?s experience to be amazing and are thankful that you let us know how we can improve your next visit and every visit! Thank you for trusting us with your child?s care, and for letting us continue to serve you?if there is anything else we can do, please do not hesitate to speak with any of our KCDG team. We are looking forward to seeing you again, and appreciate your graciousness and the opportunity to provide the best dental experience possible for you and your little one!