1 /5 AMBER: Have been going to Dr. English for years, my daughter too (15+ years). I moved to Missouri but still make the drive. We started going back when the office was small & it has expanded & they see a lot more patients now & it’s become very impersonal with so many different hygienists (I used to see the same one every time & now it’s always someone different) & receptionists. Today, I drove in the rain from Missouri (40 min commute) & was 9 minutes late for my appointment today. Then waited 5 more for the receptionist who wasn’t out front & a line started to form. They proceeded to tell me that because I was 15 minutes late that I couldn’t be seen for my appointment! I explained that I was only 10 late & that traffic wasn’t the best, but then they told me that because I didn’t respond to their automated text messages to confirm my appointment, their policy is to cancel & reschedule.
I have never signed anything stating that if you don’t respond to automated text messages your appointment will be canceled & pretty sure like most offices, you’re at least provided a grace period of 10min.
I understand they have patients to see, but 10 min & it’s raining? And then to add the 5 minutes of time for the receptionist not being available & then tell me that it’s because I didn’t respond to their automated texts?
(There’s so many reminders I just have them silenced. I made the appointment, so It’s confirmed until I cancel, right?)
Ughh, I feel so upset that I drove out here today & took the time off of work & that I was treated so unkindly. I will not be a patient w Dr. English anymore, unfortunately. It’s not his fault, tho, he’s really great & so kind & caring, so if you can tolerate the unprofessionalism from the front & the detachment from acknowledging that you’re a human, he’s a wonderful dentist! l’ll find somewhere closer to home now, which will work out better for me anyway.
Side note: I tried explaining that their customers need to be aware of their change in policy so they know that they have to respond to the automated texts, cuz for the past however many years, I’ve never responded to any automated texts & never had an issue with them cancelling my appointment> the receptionist argued “it’s how we run things here” “we’re cracking down now” “I sent a message out this morning” “you never confirmed” & it just turned into something so awful, I wish I had the writing ability to describe her facial expressions: her smile was so condescending & her tone & how argumentative she was. It just made everything worse & added to the frustration & SHOuLD absolutely not work in customer service without proper training to deescalate conflict IMO.
They lost a very loyal customer & big fan of Dr. English today. I know it won’t affect them & I’m just a number to them now, but at one point, in the past, they would’ve been kind enough to let the 9 min late drive in the rain from Missouri slide, but they’re too big now & see so many patients & that’s what matters now, not me or my time.
(5 stars for Dr English)
