Star Ranch Family Dental

Reviews 5

MA

Maxine Thomas

I was treated like a criminal when I tried to cancel my first intake appointment for myself and my sons appointment that I had scheduled at the same time. My son has been a patient for around 6 months now. He had something special planned at school that he forgot about (young boy) and so I informed the front desk that I wanted to reschedule (in person, hours in advance) and apologized. My 4 year old was seen that day and the X-rays could not be completed because my daughter was sadly resisting. I tried to help but there was definitely lack of experience in handling my child and there was no encouragement from the Dentist! I really tried! I even sat in the chair and held her with the apron on but only one picture could be taken. I asked if she could have same day treatment because its hard to take time off work and the office was empty, I was told they "would check availability" and basically rescheduled her. So later that afternoon I called to cancel my last appointment for my daughter because I did not like our experience and I could not take more time off off. When I called, the front desk had an assistant answer for her and tell me she was unavailable and that there was a cancelation fee and that the front desk would call me back. Well I had to call back and the same assistant then apologized (when I called back again) for "misinforming me" that there will be no cancelation fee after all... I was consistently transferred to voicemail during business hours the next morning (11am-11:30) and obviously was being avoided. The front desk lady also told me she was going to call Medicaid and report me that I canceled and made me feel like I was being awful because I had to cancel. I will never again return because I had a horrible experience.

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EM

Emily Uhl

Since I can not respond to the owners response, I am now reviewing again. Alyce, the key reason we could not get anything resolved over the phone, is you continually interrupt. When you do not like what is said, you then hang up on the customer. I know this from first hand experience. I tried to resolve this issue at the office today. After 45 minutes of the front desk girl going back and forth between you and/or Britny, and with no opportunity to speak directly with Britny, or an appointment to speak with her, I left. I paid your $100 fee, but we will take this to court. May be this will be the only opportunity to speak with Britny, the OWNER. I have proof that your website stated 24 hours notice, and that is what I followed. You can not plan on kids getting sick. This cancelled appointment did not involve sick kids, but was within your cancel window you found acceptable to put on your web page. If I was not in that period of time, I would be fine with paying. As this is the only time Ive had to deal with you, then I would say cancelling appointments outside of your designated window is not something I do often with your office, and one could argue I have yet to do. I am still waiting to resolve this with Britny, who is your boss. Only then will this issue be resolved. I hope we can do this before going to court. I have left my number, yet again. Well see if I get that phone call.

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DE

Debbie Uhl

While I feel Britny is a fabulous dentist, I will not be coming back to Star Ranch due to the front office personnel. Alice to be specific. I have never dealt with a more rude person. I was notified I was getting charged $50 for trying to reschedule my daughters appointments 24 hours in advance. I have rescheduled many appointments within that window and was told that as long as I rescheduled rather than cancel, I would not be charged any fees. I have even done this on the same day as an appointment due to illnesses. When I advised them of this, they stated I signed a form agreeing Id give them 48 hours notice. I told them that their own web site states 24 hours, and I wont be paying any fees. I should also mention that the confirmation call the office made for my Wednesday appointment was on Monday, in which a message was left on an answering macnine. The first available chance I had to call was Tuesday, making it impossible to maintain a 48 hour cancellation. Alice is incredibly rude. She continually interrupts you as you are talking, and continually hangs up. I have tried to speak with Britny regarding the behavior of her staff, as well as to discuss my issue, but still have yet to speak with her. I do not know if she refuses to call back, or if she has not received any messages requesting a call to work this out.

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Nicholas Jensen

In reading through the negative reviews of this facility, it seems that the primary issues people have are 1. not wanting to abide by company policies that were agreed to when filling out new patient paperwork and 2. taking issue with staff when said policies are enforced. My kids have seen Dr. Massey several times and have several more follow-up appointments scheduled, and I love that they have a dentist that they look forward to seeing. Dr. Massey and her staff are incredibly knowledgeable, professional and thorough, often going, in my opinion, above and beyond what would be reasonably expected from a dentists office. Also, in my dealings with Alyce I found her, like the rest of the staff, to be rather delightful (though, admittedly, I did read the new patient paperwork before signing it so Im apprised of SRFDs policies. Having spent many years working with customers/members in the finance industry I recognize that sometimes you have to be the "bad guy" and enforce company policies and procedures.). Having recently moved to the Springs from out of state, it is such a relief to have a family dentist who knows me, knows my kids, and genuinely cares about our collective well-being. Overall, could not be happier with the service here, and will recommend whenever an opportunity to do so arises.

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MI

MIN YU

I dont know where all the bad reviews are coming from, but I absolutely love this place. Ive always had quality customer service from Alice as well. The first time I came here I was a walk-in and was seen even the same day. I have two boys that also go here ages 4 and 6. My kids love this place too. They have a little play area for the kids to keep them occupied. My kids never had any complaints and you know kids are blunt about stuff. My 6 year old has had extensive amount of work done and everything has turned out perfect.The services are quick and friendly. I even was late today because I was still sleeping and totally forgot about my sons appointment. Luckily the receptionist from the front desk gave me a call to remind me. All the people that complain on these reviews either owe money or missed there appointment. If you show up to your appointment then everything will be fine. They let you know about there policies when you first become a new patient. So why complain about it? Thank you Star Ranch Dental for the excellent job you are doing for my family and I.

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