KpLovely · 1 out of 5 stars · a month ago
I would not recommend this dental office. I booked an appointment for August 18 after explicitly telling the receptionist I needed a biopsy, having already had X-rays and a referral from my regular dentist. She put me on hold, confirmed the doctor could perform one, and I scheduled—even though they were out of network—because I was worried and didn't want to wait until my oral surgeon appointment in late September. When I arrived, I waited 30 minutes in the lobby and another 10 in the exam room. Dr. Porter was kind, but after looking at my mouth, she simply referred me to another oral surgeon—exactly what I already had. I explained what I was told, and she said she had to refer me. I don't blame the doctor; I blame the receptionist for misleading me. What made it worse: during check-out, the receptionist clearly lacked proper training. She repeatedly needed a dental assistant to help her navigate the computer system just to complete basic tasks. If she couldn't handle the software, how could she be trusted to relay accurate clinical information? After the appointment, I called to speak with a manager. I left a voicemail and also sent a text message, but received no response. I followed up the next day, August 19, and was finally able to reach Patty. She was immediately defensive and aggressive—speaking over me, dismissing my concerns, and claiming I "can't just call and ask for a biopsy," which I never did. I clearly explained my referral and urgent need. When I asked her to check her tone, she became even more confrontational and argued with me like I was being unreasonable. She also told me she found my polite follow-up text "rude"—a personal judgment that had no place in a professional conversation. She issued a refund, but never once apologized or acknowledged how her staff misled me. As a manager, Patty should de-escalate, not escalate. Instead, she made me feel distraught and disrespected during an already stressful medical situation. If this is how she treats patients with legitimate concerns, I worry for others who speak up. I am requesting to speak with the owner or Patty’s supervisor. While I am not confrontational by nature, I will advocate for myself and will not tolerate being spoken to in an inappropriate manner by Patty. She should be terminated, as she demonstrates a lack of concern and fails to resolve issues with patients. The receptionist requires training. If she is unable to relay messages accurately, she should allow individuals with the appropriate knowledge to handle such communication. Poor training at the front desk + poor management = a practice I cannot recommend.
