1 /5 Arlene Cruz: WORST CUSTOMER/PATIENT SERVICE EXPERIENCE - EVER!! Never have I ever witnessed or been treated at any medical or dental office with such blatant disrespect, inferior service, and lack of empathy for the patient. And based on the reviews I’ve just read from within the past year, the reception staff is in dire need of proper customer/patient training… or should be replaced with personnel who are both professional and empathetic with their patients.
I was on a family road trip when out of nowhere I had experienced the worst throbbing tooth pain that wouldn’t go away for hours. I googled “emergency dental work for the nearest city near me” and Advana Dental in Amarillo was the first option that was listed. I called, explained my situation that I was passing through the city but needed to be seen today, and specifically asked if they do “same day service”. I was told they do and that there was an available appointment in which I booked right away.
Upon my arrival to their office (25 minutes early), the receptionist greeted me with an apathetic “Do you have an appointment?” A bit taken back from her lack of greeting and bothered tone, I just ignored it and said yes. I was given paperwork to complete and paid in full for the visit.
When I was called back, the x-ray technician was very nice and professional. Before starting, she asked to see my tooth as I explained the issue with it as well as my situation (passing through town). She didn’t realize I was NOT from the area and informed me that I may not be able to have said services done the same day but to be sure she would ask up front.
As I am waiting in the X-ray room, I can clearly hear the other front office staff member (not the receptionist) say in a VERY JUDGMENTAL tone that I did not tell her my situation. To let her know that I heard her, I said aloud “Yes, I did.” She then proceeds to come to the X-ray room, literally look down at me, point her finger at me, and say VERY LOUDLY that she can promise that I did no such thing and that they would know better to tell me that they could. (Not going to lie, I got mad because she basically called me a liar without actually saying the words.) I stood up and said I’m not trying to cause any issues but I know that I did and I know what I said because it makes no sense for me to stop my trip if I wasn’t going to have my concern taken care of the same day as I had asked. She rudely insisted that I was wrong and again insinuated that I was lying.
I asked for a full refund of what I just paid since I was not being seen after all, and she threw a fit as if it were the biggest inconvenience to her and that I had the audacity to ask such a thing. I did get a receipt of my refund and checked my credit card to make sure both the charge and the credit were shown as pending which it did.
The icing on this extremely unprofessional and ugly cake was when I went back inside to ask for the paperwork I completed because there was no reason for their office to have all of my personal information when I’m not a patient there. The same staff member proceeds to rudely tell me that it is their property and I cannot have it. It will be in their system and then purged after seven years. Whatever, ok, fine… but just seconds before she spoke, that “uninterested and bothered” receptionist chimes in to tell me that there is a $25 charge for me to get my paperwork back. I looked at her like WTF Seriously!! At that point, these people weren’t worth me wasting my energy on any longer so I just left and continued on my family road trip.
Dont waste your time or money here.
