Identity Dental Studio

Janelle Foltz · 3 out of 5 stars · 2 months ago

Dr. Stapleton and his assistants did a good job, and I want to be fair about that. My issue is with how the office/financial side handled my temporary retainer situation. I paid $200 for a temporary retainer, which was not included in my $9,300 treatment plan. My retainer had snapped, so I called because I believed my next appointment for a new retainer was still about three months away. After paying, I never received a call saying it was ready or that I needed to come in to try it on. When I followed up two weeks later, I was told it was ready. I asked if someone could pick it up for me, and I was told that was fine. Once I received it, the retainer was extremely thick, untrimmed, and pressed against the roof of my mouth. When I let the staff know right away, I was met with, “This is why we ask you to come in person.” However, no one told me there was a chance it may not fit properly, that coming in person was necessary, or that having someone pick it up could affect the outcome. Only about a week later, I found out I would be getting a new retainer soon as part of my prepaid plan. At that point, I requested a refund because the temporary retainer was not properly usable during the short time I actually had it. When I asked about the refund, the front office, Jessica, was hesitant, did not follow up like she said she would, and later became argumentative and rude in person when I tried to explain the situation. I also felt misled because I specifically asked whether it made sense to get the temporary retainer before my crown in August. If I was mistaken about when my next retainer would be provided, I feel the office should have made that clear before taking payment...especially since it took about two weeks to make and was only useful for about one week before I was told I would be getting another retainer. For me, it is not just about the $200. It is the principle. I paid for something that was not properly usable, relied on the office’s guidance before purchasing it, and then felt dismissed when I raised a valid concern. Instead of offering to correct it, trim it, remake it, or seriously discuss a refund, the response felt like I was being blamed for following a pickup option the office had already approved. I left feeling taken advantage of, belittled, and disappointed by the lack of accountability. After spending over $9,000 with this office, I expected a reasonable solution and not an argument over a $200 temporary retainer that was not properly usable. After asking twice for a refund and again being met with an argumentative response instead of a reasonable solution, I proceeded with a card dispute.

Diann Roberts · 5 out of 5 stars · 9 months ago

⭐️⭐️⭐️⭐️⭐️ Truly Exceptional Prosthodontic Care Dr. Brandon Stapleton is a phenomenal prosthodontist who brings both expertise and genuine compassion to his work. I’ve had extensive dental treatment with him, including complex restorative and cosmetic procedures, and the results have consistently exceeded my expectations. He has a rare combination of technical precision, aesthetic skill, and a warm, down-to-earth demeanor that instantly builds trust. He takes time to explain each step, answer questions, and make sure you’re comfortable and confident in your care. The team at his practice is equally outstanding — professional, kind, and incredibly helpful. Every visit feels smooth and welcoming, and the level of personalized care is unmatched. I would like to give a special shout out to Nadia as she has been exceptional If you’re looking for someone who not only knows what they’re doing but genuinely cares, Dr. Stapleton is the one to see. Highly, highly recommended.

Anissa Hammond · 5 out of 5 stars · 3 weeks ago

Dr Stapleton and his team were very helpful, professional, and accommodating as always! Nadia was wonderful. She has a calmness about her that is very comforting!

Joseph · 5 out of 5 stars · 4 weeks ago

Idenity Dental Studio, in Lexington Ky is the best out there for dental implants. Dr Stapleton in my opinion is the best dental implant physician out there. The staff are a 5 star all the way thru. Give Dr Stapleton a try. For your implants and dental needs. You will never be sorry, with Dr Stapleton at idenity studio.

Carla Bishnoi · 5 out of 5 stars · 2 weeks ago

Professional, knowledgable and friendly staff that made me feel welcome and comfortable from the moment I arrived and throughout the procedure. Utilizes digital technology that I had not seen elsewhere, which helps achieve best results. Impeccable cleanliness, beautiful decor and impressive facility and staff in all aspects. Dr. Stapleton is 15 out of 10 An exceptional experience with awesome result.