Complaint / Review
Western Dental
Incompetent record keeping horrible customer service

First of all, I'd like to say that I have no complaints against the dentist himself (Dr. Nguyen)... However, the office staff was incompetent, lousy, and bad at keeping records.

I went in to get my teeth cleaned, 4 wisdom teeth pulled, and root canal & I was told by the office manager that the best deal was to sign a contract for equal monthly payments for a $60 fee. I did so and began treatment, but chose to pay in cash instead after each treatment.

I informed 2 people, including the office manager, that I wanted to pay cash for each treatment instead of equal monthly payments. The manager pretended that this was ok. However, after 3 appointments, the customer service got so bad that I chose to change dentists. I did NOT owe them any money when I decided to change, as I had paid for each treatment in-office after each visit.

After 4 months, they called me to "remind" me to make an appointment for continuing treatment & sent me a bill for the next monthly payment, including a $10 late fee. This was 4 months after I informed them that I no longer wanted to be their customer.

Since their billing dept. Was in a different city, these 2 offices kept pointing the finger at each other and could not figure out what happened. I had to call them 3 times in order to get my x-rays sent to my new dentist, and told them many times in person and over the phone that I was no longer their customer. This office was SO busy that no one bothered to keep any records on my status.

Additional signs of incompetence of office staff:

1. Giving me an 8 AM appointment when the office didn't open until 8:30.

2. Sending me a bill 4 days after I started that said I was one year past due on payments, requiring me to make 3 phone calls (and put on hold 15 min each time) before they managed to fix it.

3. Repeatedly "forgetting" that I was no longer their customer and not sending my X-rays to the new dentist

4. Attempting to charge me to send X-rays to the new dentist, when it was their incompetence that forced me to change dentists

5. Not fixing their mistakes!