ComplaintsforEndodontic Specialists, P.C.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/4/2022 referred to Stephen ***** from my dentist, tried to call and make an appt for root canal and when asked if I could schedule a consultation, I let Misty ****** know that this was an ongoing situation with my dentist and that I would like Dr. ***** to please reach out to my dentist Dr. ****** about needing a root canal, Misty ****** the secretary told me thats not how this works, I proceeded to tell her I had just had xrays done at dentist and they would be more than happy to forward to Dr. *****, Misty then replied, "I'm sorry you are **** and ********** so I will not be scheduling an appointment for you, then hung up the phone." I attempted to call back only to have Misty ****** answer again and say she will not be making an appointment for me and hung up. However, this is the endodontist that is "in network" per my dental insurance company so I am at a loss of what I should do here? Not sure if Misty hates her job or what her anger is about but, as a patient I thought it was pretty important to let someone know about this as this is not a good business practice and is denying me service based on a personal opinion from Misty ****** on my personality. I did ask for Stephen ***** to call me or if I could speak with him, she said nope and hung up. I am hoping there will be an audio recording of the two phone calls which occurred 1-4-22 at 16:15 and 16:19.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/18) */ Contact Name and Title: misty ****** Contact Phone: *********** Contact Email: ********************* On 01/04/2021 Elaine ******** called to schedule an appointment for endodontic treatment with Dr. Stephen *****. I informed Mrs. ******** since she is not already an existing patient that we would need to schedule for a consultation first and then after that appointment we could schedule accordingly. Mrs. ******** was irate that our policy for new patients require a consultation first and that we would not schedule for endodontic treatment to be completed that day. Elaine ******** continued yelling on the phone about how I needed to call her general dentist for her x-rays and she will not have another evaluation completed because she has already been dealing with her tooth for over 3 months and found out that her insurance was not in-network at a different endodontic office. I informed Elaine that we will call her general dental office for x-rays to be sent over but we would still need to proceed with a consultation first. Elaine then continued to yell after I asked multiple times for her to not raise her voice, After 8 minutes of listening to Elaine yell and demand to speak to Dr. ***** or for me to give her his cell phone number I refused and informed Elaine I handle all of the scheduling and I stated that since she could not talk in an appropriate manner that we will not have her in this office as a patient. Elaine then told me I was being ridiculous and not doing my job because I refused to schedule someone who is combative with our standard procedures and we will not tolerate this behavior towards our staff. I have worked with Dr. Stephen ***** for almost 5 years and I have never had someone speak to myself or our staff in this manner. I called Elaine ********** general dentist Dr. ********* office and informed them of her behavior and that it will not be tolerated in our office so she will need to be referred elsewhere. Dr. ********* office was very understanding and sadly already knew how her behavior was and informed me she was this way at their office as well. We look forward to seeing new patients in our office and we understand how discomfort causes frustration, but we will not tolerate abusive behavior towards any of our staff members. I wish Mrs. ******** the best for her dental needs and that in the future she will speak in an appropriate manner and understands every office has protocols to be followed.

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