ComplaintsforDandridge Pediatric Dentistry

• Initial Complaint

  06/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horrible experience number two with Dandridge Pediatric Dentistry. First they drop my oldest daughter from their practice because she was 14 with ZERO notice, and now we haven’t been able to find a dentist within 150 miles that take her insurance that is accepting new patients. And today my youngest wakes up with stomach issues(vomiting etc), I call and text as soon as I realize it’s probably not a good idea for her to be in their office (7:18 am they don’t open until 8 am her appointment is at 8 am) and they inform me that because I canceled once in 2021 same day because again she woke up sick (COVID) (her appointment was at 10 she woke up with a fever and we tested for COVID and it was positive ) I began calling immediately and left messages at the time they opened at 9am I finally got through to someone at 9:05. So because my daughters appointment was right when they opened and sometimes kids aren’t sick 24 hours in advance they said they will not reschedule her appointment. Awful way to run a PEDIATRIC facility, not sure if whoever created their insane cancellation policy even has kids, if they don’t they should do some research.

  Business response

  06/19/2023

  Firstly, our office wants to emphasize that the well-being and oral health of our patients are of utmost importance to us. Regular dental check-ups and appointments are crucial for maintaining good oral hygiene and preventing any potential dental issues from progressing. Consistent attendance allows us to provide the best possible care for your child.
  When a patient repeatedly misses scheduled appointments without prior notice it not only affects their own oral health but also disrupts the schedule for other patients who are in need of timely care. Our practice, like many others, operates on a tight schedule to accommodate the needs of all our patients. When appointments are missed, it creates gaps in our schedule that could have been filled by other patients seeking dental care.

  Per our office cancellation policy, which was signed by ******** in July 2020, after two instances of failed appointments we will no longer be able to schedule the family back at our practice. The following events occurred and were all documented to carry out ********'s family from our office. 

  December 9th, 2020- ******** left voicemail the night before(less than 24 hours) before children's appointment to cancel. A specific reason was not given. 

  July 26th, 2021- *** ***** calls the office on the same day as children's appointment (less than 24 hours) to cancel again due to illness. Verbal warning was given to ******** of the failed appointment policy.

  July 26th, 2022- *** ***** calls the office again on the same day as one of her children's appointment (less than 24 hours) to cancel due to illness. 

  Due to this being the 3rd failed appointment (policy does state two but parent was given an additional chance) *** ***** was told by receptionist that due to our signed office policy, which she had signed and had also been verbally made aware of, that we would not be permitted to reschedule the family and they would need to seek out a new dental home. 

  *** ***** then became very angry at the receptionist and stated the her that our office policy was "bullcrap" and she was "recording the phone call and would be escalating this to her lawyer and news stations and would blast us on the internet". 

  After listening to this conversation on our office's recorded line, it was determined that the dismissal would stand and a dismissal letter was sent to ******** via mail. 

   

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