Aspen Dental

Reviews 4

MI

Michele Corrice

I came to the Hanover, PA Aspen Dental about 2 months ago for the first time as I had recently moved to the area. I saw TV ads and liked the fact you had evening hours. The ads promised a superior customer service experience but that is NOT what I got. No one greeted me by name when I arrived, I waited 30 minutes after my appointment time to be seen, and when the hygienist did take me back to the rear shared exam room, she did not greet me nor introduce herself. She spent a few minutes asking me questions and entering into the computer. While this was happening, there was another patient in the room talking loudly to her hygenist about all kinds of personal experiences (non-medical) and also, other staff came back to use the sinks and get things out of the storage. I commented to my hygenist (who didnt wear name tag and who I had to ask for her name) about how noisy it was and how uncomfortable I felt being in an open shared exam room. My former dentist in Delaware had exam rooms with walls and open entrance ways so you might hear bits of other patient conversations but nothing like Aspen. She said that my personal information wouldnt be shared but how could that be guaranteed in that set-up? She never told me my dentists name, only that hed be in to see me soon. "SOON " was 45 minutes later and neither she nor anyone else bothered to check on me in that entire time. Good thing I didnt have another appointment or work to return to! When my dentist came into the room, again NO introduction or greeting! He sat at the computer for 10 minutes without a word and finally spoke to me. He was a very odd person with no "tooth-side" manner. He confirmed what my last dentist said that I needed 2 cavities filled so he seemed competent at least. When he left me, I waited another 15 minutes for the hygenist to return and escort me to the billing clerk. She told me I had a $79 co-pay per filling that had to be paid at time of that appointment which was different than my previous experience with a dentist. I shared my concerns about their lack of customer service and privacy issues-my career in sales and marketing makes me very attuned to customer service--and she apologized for what she said was due to my having a new Hygenist. So, she is saying they are not properly trained in patient customer service?? Needless to say, I havent returned for my cavity appointment as I prefer to use a reputable local dentist over this particular national chain. Your concept of an affordable dental practice with hours to accommodate patients schedules is a great one but NOT if you cannot deliver on customer service and privacy concerns.

---

DI

Diane Kirk

I am new to the area, and had to find a new dentist. I do have a very real fear of dentist and usually express this at the beginning of my visit, as I feel this is important information. First i had to wait 45 minutes from my appointment time to be called back for my initial xrays, then it was 1 1/2 hrs from my appointment time until I saw the dentist. He was not very personable or friendly, I was there for a broken tooth, not an entire exam. I do understand they have to check you out, but lets get to the point of my visit. Maybe im wrong but I think the focus should have been on the broken tooth, then my long term goals and treatment plan, nope not with him. He first told me I needed crowns on all my upper front teeth and then casually mentioned making an appointment to fill the cavities, what???? he never even went over the xrays with me and told me I had cavities and where they were??? just a little piece of information that I would have liked to know. Not a very welcoming dentist at all. then he said someone would come in and take me up front to discuss my plan. Nice that someone was going to go over my "plan" with me because he sure didnt !! isnt he the dentist??? A nice young lady came in and told me she was going to take me up to Brittany so she could go over things with me, i said "im glad she is, because he sure didnt" when I arrived at Brittanys desk, yes I started crying, like I said I have a fear of dentist and he sure didnt help the matter. Brittany was very nice and assured me that if I would come back for the extraction I wouldnt be seeing that dentist and she has already flagged my chart that I do not want to see that dentist again. She was extremely nice and tried to help, I am going back next week for the extraction, then I will go from there. I hate to rate an office because of one dentist, so we will see. If things go the same way next week, i will be calling my insurance company and switching dentists. The only reason I gave the 2 stars is because of Brittany, if I had been rating the dentist he would have barely rated a 1 star

---

JE

Jessica Lemoine

The staff are amazing ! I hadnt been to a dentist in quite awhile and they made me feel welcome with no judgement. I have seen both dentists and they were thorough and explained everything I needed to have done to achieve the results I wanted with no pressure . They also made sure I had realistic expectations . Brittany was amazing when it came down to the financial aspect of my visit she made sure I was doing what was best for my budget . Shes also awesome at following up on schedules , she knows me by my name and played a major part in my decision to have my care at this office. Kelly always greets you with a smile and makes you feel at ease and she treats everyone the same and actively listens when she is taking your history or updating the doctors on your concerns . Aparna is extremely welcoming and knows everyone by name she also has a knack for making sure you get the appointment you are looking for. Miranda assisted Dr. shah in my procedures and made sure I understood my after care instructions . I mention these staff members by name because I have dealt with them one on one but I am confident that all of the office staff and practitioners deliver the same service . I would recommend this office to anyone in a New York minute . Thank you Aspen Hanover Team .

---

BR

Brittany Martin

My husband had an appointment this morning, however, the receptionist proceeded to tell him that his appointment was cancelled over a month ago! No one called, texted, or emailed as Ashley (new management) stated. Within the last year we have had nothing but issues. We truly miss the OLD team. They really showed pride in their work, they had joy in helping their patients, and made it a point to correct things if they were wrong! Ashley never apologized once when I called in, because apparently they had called my phone, WRONG. She also didnt want to take the time to research where their hygienist would be today and if my husband could still be seen elsewhere. All she kept saying back to everything was that "it would take time." No offer in checking, no order in calling back, and no care in the world that they had made a mistake. Im not saying Im right, as I dont believe that a customer always is, but I will say Im completely disgusted that she is apart of management and has shown no care in her patients. Unfortunately for them they have lost customers, and by all the other reviews Im reading there are a lot more patients upset with the providers, management, and team. OLD team, youre missed!!

---

---