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We have gone here for many years. Today we wanted to get an oral surgeon referral that they had previously given me so my son could have his wisdom teeth out. They found his referral in his chart but said it had expired. Extremely disappointed that they were going to force us to come see a doctor and charge us when he literally has NEVER had his wisdom teeth out since the last time we were there. By the way, we get teeth cleaning every six months. It’s not like his wisdom teeth came out magically on their own.
Terrible experience after years of service. This place has gone down hill and clearly doesn’t care about the patient experience. I arrived 8 minutes late to my 9:00am appt. and I apologized to the receptionist. She said “no problem” and then we proceeded to take care of a payment for past services that was due. At 9:15am a short, heavyset dental hygienist called me back and proceeded to lecture me about being late and how they normally send us away if we are more than 10 minutes late and charge a cancellation fee. She was very rude and unprofessional. It was absolute bullshit being treated this way. Then she proceeded to only clean my teeth for 17 minutes and tell me see you in 6 months at 9:35am. My teeth still feel dirty as she clearly did a horrible job. I told the receptionist I will not be returning due to this experience. Clients need to be respected and treated with dignity, not lectured. In my 40+ years of dental experience, I’ve never had a proper cleaning less than 35 minutes nor have I dealt with someone so unprofessional. Rancho Niguel Dental makes you feel like cattle being pushed through a system. I sure hope ownership takes note from the recent poor reviews such as mine. Then again, when poor client experience is allowed to continue, ownership is part of the problem as they clearly don’t care.
I have been a regular patient at this Dental office for the past 6 years and over all they have been ok except I had a very bad experience and unnecessary stress after my cleaning today. I had an appointment for a regular dental cleaning. Towards end of the cleaning the Dental hygienist said the last thing she is going to do is place some anti cavity and fluoride on my teeth and we are done. Once the cleaning was completed, I mentioned to her this is the first time I have had the last steps done. She said, oh I do this for my patients to help against future cavities. Then she had me step up to sign the final papers, only to find out she had charged me approximately $147 for the anti cavity and fluoride that she never ever mentioned or confirmed the pricing prior to the treatment. When I told her she never disclosed the pricing before she did the work, she said yes she did. I told her you must have mentioned it in your head bc I would have never agreed to it if I knew there would be a charge for it. Total lie and extortion. She never mentioned anything about the pricing before doing the work. I told her I never heard you say anything about charging me and she kept on saying yes she did. I told her I am not signing the final paper and she said ok let’s go to the front and we’ll get back to you. I went and sat in their waiting room for about 5mins. The front desk called me and they had reduced the price from $147 to $50. I told her I am not paying for any of it and I need to talk to a manager and she said their manager won’t be in until next week Tuesday after Memorial weekend. I will update once I speak to her. One of the worst visits I have had at this office. Be very very careful with what they put on your teeth toward the end of your visit. This is what’s called “Extortion” by these Dental offices. So disappointed and unprofessional about the way this was handled by a supposedly professional office !!!
My son recently had a crown placed at Rancho Niguel Dental Group. He is slightly neurodivergent so the noises and smell and the touch makes him anxious at the dentist. The staff do everything to reassure my son. This is the only office I could find locally that uses nitrous oxide. Prior to the work, I had the office check my insurance benefits and how much my portion would be. I paid our portion as advised it would be in advance of the work being started. I subsequently received a bill from the office for an extra $391 above the quoted price that I pre-paid. I sent an email to Rowin who I believe is the head of billing. She said she would research the issue and get back to me. Rowin was extremely polite and respectful and she figured out the issue. The problem was with Delta Dental as always. They have some policy that nobody would ever see the small print, stating you cannot have a crown on top of an overlay within 5 years of one another. I don't know how Rowin researched this so thoroughly. She wrote me a email empathizing with and understanding that any client can have issues with insurance. Her friendliness and willingness to work to appeal the insurance determination on my behalf is rare to find. I'm battling a disabling illness and don't have the strength to do this. Rowin could have just pushed the issue and forced me to pay the remainder of the bill before the dentist put on the permanent crown. I have heard stories about this from friends. But she was my advocate and assured me would find a solution regardless of Delta Dental determines. The dental care is exemplary. But from the minute the phone rings all the way through to billing, customer service is their goal. Thank your for your help and warm wishes Rowin. You have a difficult job and you do it well. Sincerely, Dr. Ross
I give Wendy 5 stars, she is the most gentle, knowledgeable dental hygienist i have ever had , i have been seeing her i think 8 years , she stuck thru the hard covid times. I just wanted to recognize her for being a great person. I am moving end of year, i will be so sad , that i have to find somebody as great as wendy :-)