Extremely good initial service, but then the wheels fell off. Encouraged me to join "Loyalty Program" and even offered to make retroactive (to cover initial visit). After wisdom tooth extraction, I complained about lack of 'follow-up' (care instructions/evaluation exam). Also, I had to request a treatment plan, a billing statement, and I didn't even receive the free cleaning offered through the Loyalty Program. Apparently, they were offended by my self-advocacy, because when I called to accept THEIR OFFER to discontinue the Loyalty Program (and refund second monthly 'auto-payment'), they acted as if I had bilked them out of payment for services rendered. As soon as I questioned anything about their service, they began suggesting that maybe 'we weren't a good fit'. Dr. Branen was very pleasant, and seemed to do good work (although an adjacent crown was broken during extraction). He even called after the procedure to inform me that he was going on vacation, but could be contacted in case of emergency. However, I was never called back in for a 'follow-up' exam. So, I had no idea how well I might be healing. I am retired, on a fixed income, and can't afford dental insurance. So, I have to plan what little dental work I can have done. This doesn't seem to sit well with Lake Grove Dental. My requests for information, and attempts to get the best value for my money, seem to be objectionable them. What I hoped was going to be a 'good fit', turned sour in a hurry. Finally, I should mention that, although the staff of Lake Grove Dental are very genial (at least at first), nobody seems to know what the others are doing. I got absolutely no sense of teamwork from any of the staff that I encountered. When I found the one person who could answer any of my questions, that person misconstrued my motives and became adversarial, blaming me for taking advantage of their own programs and offers. Certainly a lack of understanding on many levels. "What we have here...is a failure to communicate".
Lake Grove Dental appreciates the feedback and we strive to continuously improve our service through such input. We are pleased to offer the Loyalty Program to our patients and this has been very well accepted, particularly by those patients that do not have insurance. Apologies if there was a misunderstanding, the Loyalty Program does not offer free cleanings but is an easy, convenient way for patients to maintain a healthy smile for a reasonable periodic fee.
As you mention, Dr. Branen and his staff care deeply about the quality of care, and after-care. And, we make every effort to communicate proactively and effectively with our patients. We understand that our business depends upon a strong patient/provider relationship, so we take that very seriously. We will certainly take your comments regarding communication and teamwork into consideration.