ComplaintsforArrow Dental LLC

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in the office lobby waiting on my minor son who was getting treatment. A lady came out 3 to 4 times calling out a patient name. As I was not that person. I did not respond. Then a front desk lady asked me loudly what's your name and I said my name and told her I sure wasn't the person the other lady had been calling, that's why I never answered. She was like well we need to check (cause it wasn't obvious that i wasn't that person when I did not speak up whe. They called the name) then another lady came out and called the name again, again I did not answer and she went in and quickly came out with yet another lady asking me what my name is and I again said that I'm not that person. The front desk person again starts trying to justify why they keep asking me. I'm annoyed by now, obviously. But this front end person won't stop her sparky remarks about how they are going to ask me. I tell her yo just back off already but she doesn't this leads to a heated argu.ent with me her and the supposed office supervisor who was there this whole time and never intervened and the staff from back who kept coming out. I kept telling them to just back off I'm not that person and my son is in the back but not one of them would stop talking and of course start talking about they will call the cops. I said go ahead and I'll report u for withoulding my son then. This whole time I've been sitting in the chair while all the staff are up around. Then the 1st lady is like u can leave I'm like I'm not leaving anywhere without my so. And that if the dentist is done he can send my son out. She kept repeating that I can leave I'm like you're not the dentist. I'm finally done so I say now u can tell the dentist to stop working on my son send him out and we'll leave. Found out later by talking to dentist about what happened that they did not inform him and he was happy I didn't leave. The Dentist was great. The front and back staff not at all. Clinic never answers calls, book out out 6+months

  Business response

  05/31/2023

  I am sorry for any inconvenience. It sounds like miscommunication had taken place. Management is looking into it to review and address. We care about our patients and want them to have a good experience in our office. We are sorry you didnt have a good, positive experience.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over roughly a 2 year span they would book an appointment 4 to 8 months out and the morning of cancel. I realize things happen but at a certain point it becomes fishy. I am not alone in this either but I have been canceled on the day of or at most the day before, now 7 times over the past 2 years roughly. It is not being canceled on that is upsetting, it is that you know in advance for sure they will cancel and it always happens. They do not do their job and when they cancel on you the day of expect you to be OK with booking you out 8 months away and then when they canceled that 1 the morning of, yes I am upset. I do not have proof of what I am about to say however it seems to me there is something going on here beyond negligence. It really seems quite impossible to have dozens of reviews all saying the exact same thing if something isn't going on. I don't know if they're booking OHP insurance getting that money and then just canceling on people over and over again I do not know. However blaming covid or anything else is disingenuous and they do not care about getting your teeth fixed. The 2 times I was ever seen there I felt like I was in a assembly line getting me in-and-out as fast as humanly possible regardless of quality of work. It is the only time in my life I ever had to tell a dentist to slow down. Someone is allowing or intentionally participating in treating plenty of customers like trash and then have the audacity to give attitude when you're upset about being canceled on multiple times over the course of years and still not being able to get into the dentist. You can only change your dental provider once a year with OHP so it traps people and they have no ability to get their issues addressed or get a cleaning because you will not be seen. I am not exaggerating when I say that I have been canceled on 7 times over the course of 2 years and never one time did they try to make it right, just keep booking out farther but never ever seeing me! Smells fishy.

  Business response

  03/13/2023

  Hello, 
  
  We have received your letter documenting a patient complaint. It is unfortunate that this patient has gone through troubles with completing his treatment within our office. We do have a very busy office. Unfortunately, his complaint is spanned over a difficult last few years, below you will see notes taken each time there was a phone call made or received with the circumstances. You can see in reviewing the notes there were different circumstances regarding his appointments. In early 2020 our offices were shut down by the state for a month and a half, then when reopening we had to reduce the patient flow in the offices to half capacity, 2020 was a difficult year for all medical facilities, all businesses in general. Each time we had found out a covid positive patient had been in our office after the fact, even stating they had not been exposed, but called us after the fact to notify us they were positive, we had to shut our clinic down and go through a fogging and cleansing process. We had to report and isolate all the were exposed. It was not an easy year. We felt horrible for our patients and our staff. We went above and beyond to treat the patients that were having emergency needs in the clinic even when we were shut down, we had minimal staff come into the office to get our patients out of pain. As you can see the last several appointments patient had scheduled, one was regarding his insurance terming, wrong number, we called to just confirm appointment, the other we tried to move the appointment up 30 minutes,  the last call, patient called and canceled his own appointment.  We have three providers in the office, looking at the schedule we have openings starting on 3/28/2023 for exams and 4/10/2023 for treatment. We would be happy to schedule patient. Patient does not currently have an appointment scheduled. Patient is able to choose a provider of choice and does not have to be seen in our clinic. I have not heard of OHP members only being able to change assignment once a year. If he calls his insurance he can request a change. He will be changed as of the first of the next month. 
  
  03/01/2023 1:28 PM Cancelled appt: Pt called to CA appt. on 03/06/2023 due to change in schedule.   AGB 
  3/1/2023: LMVM to move appt on 03/06/2023 from 2:30 to 2:00 pm due to staff shortage.   AGB 
  11/10/2022: Called pt at 8:20 am to let him know that Ins termed on 08/26/2022 and we need to CA appt until ins is straightened out. Pt began yelling and hung up on me.   AGB 
  8/24/2021: PC to confirm appt, covid//ad
  6/1/2021: unable to confirm appt. person answered stated wrong number.// lj  
  3/29/2021: Ok with separate appts to be seen sooner//kk
  04/07/2020 11:27 AM Cancelled appt: covid 19
  02/20/2020 3:42 PM Cancelled appt: scheduling change
  2/20/2020: PC and LM requesting reschedule from 2/24 at 2pm//KK
  7/22/2019: Pt lvm requesting to reschedule cleaning. LVM req call back. NV: Prophy with *** // egv
  
  Thank you!
  
  *********************
  Director
  Arrow Dental 
  cell ************  |  modahealth.com
  Follow us on:          
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩