Aspen Dental

Reviews 4

HE

Heather Thein

After nearly $3000 of dental work, I am mostly pleased with Aspen Dental and the Pottstown office. However, communication between staff and patient could absolutely be improved, as well as customer service etiquette. I worked as a medical receptionist for several years before and during college: if you are too busy to attend to a calling patients needs, you dont pick up the phone and immediately put them on hold with no greeting whatsoever. It is very easy to pick up the phone and say, "Im so sorry, but we are short-staffed today and I want to give you my full attention; may I take down your number and call you back shortly, please?" Alternative to this would be a very quick and simple, "Aspen Dental, may I please put you on hold?" You absolutely do not continue to press the HOLD button until the line goes dead on the person, either. If youre expecting someone to call back after that and be peaches and cream with you, more often than not, you can forget it. Receptionists frequently complain about poor attitudes and rudeness among patients, and often that has nothing to do with the receptionists behavior; just as often, however, it DOES. If you are not prepared to appropriately and professionally attend to your job responsibilities, consider getting a new job. Rudeness and exasperation among customer service staff seems endemic these days; no one is forcing you to work in that field and your unhappiness is not the customers problem or fault. Your arrogance, shortness, and sarcasm is not going to get you anywhere professionally. With respect to communication: my permanent crown was delayed well past the point that my oral surgeon recommended, and no one at this office seemed to know where the heck it was. The reception staff did not know how to track it and had to ask their regional manager--someone who visits and is not a permanent fixture in the office--how to do so. I specifically asked the receptionist to call me the following day to tell me whether they had located the crown *or not*; no such call was received. I called back and found out my crown had arrived and that they would be completing all recommended treatment in one visit--with no prior notice to me or respect for the difference in appointment length and how that might affect my schedule.

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JO

Joshua Erickson

SHORT VERSION: Poor attitude from admin staff, poor communication about procedures, poor quality of work. FULL REVIEW: My wife had a crown done by this practice about 2 years ago. This past month, it fell out. While there are always exceptions, my understanding is that crowns tend to last between 5 and 15 years. My wife brushes/flosses, doesnt chew ice, is on time for annual/biannual cleanings, etc. She made an appointment to have it looked at, they took x-rays, and said they could repair it. We were charged $134 for this, and the repair fell out in 2 weeks. My wife made another appointment, which she had to leave work for. After waiting past her appointment time, a member of the staff - NOT her dentist - came out and said "We cant repair that, you need a new crown, youll have to make another appointment". Without being taken back or examined by a dentist/tech/whoever. To me, this is insulting. With the same information they had the first time - no further examination - they made the call that it needed to be replaced entirely. They also didnt tell us this over the phone so my wife missed half a day of work only to be told she needed another appointment without being actually seen. I asked for a refund and was politely declined. They stated repairs are not guaranteed at all. They also said they always clearly explain this, though they did NOT in my wifes case. The dentist came across as being fairly confidant the repair would perform well - it fell out 2 weeks later. Aspen dental also is no longer in our insurance network. Though our out of network coverage is nearly the same as in network, the lady at the front desk said they wouldnt submit it, they never submit anything for out of network, we have to do it ourselves. She was rude about it, and was generally unhelpful in our interactions with her. I mentioned this to the manager, and she said she would be happy to submit our claims. Im not sure if the manager offered this to smooth over our poor experience, or if the front end person was being lazy and just didnt want to deal with it. Very disappointed in our experience here, I would recommend searching for another practice.

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ZI

Ziona G

first impression was nice, clean, modern... the very first time i was treated nice, the next time i came back i felt that i didnt get the same treatment anymore. young dentist,..she never used this cream thing that other offices use before they give you the anesthesia, so she put the injections in straight without numbing the area first with that qtip / padthing soaked solution stuff. i have already had anesthesia put in straight but never remember it being so painful as in that office. the injections were very badly given... i was in horrific pain in one of my teeth, the dentist said its cavity and she will replace the filling. i asked a few times if i might not need a root canal done..but she insisted that i still have room till the nerve and its okay.. i was in terrible pain during the filling replacement and taking out the cavity, no anesthesia worked, she gave me a couple more injections that didnt help and i couldnt stop crying, i have never had such pain before in any dentistry during a procedure...not even the root canal.. i was afterwards still in pain for weeks and she couldnt explain why and send me to an endodontic... once they did make the root canal treatment they found cavity still on the nerve! meaning, it wasnt cleaned out properly... i was really mad... no aspen dental for me anymore! i also noticed in this office that there were constantly new patients..or that patients came to complain because they were still in pain. what i found really unprofessional is that they made once a lot game who takes care of a supposed annoying patient that just had come in (in front of me!) oh and the people on the picture shown arent even the ones working there!!!

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TI

Timothy Paris

I had a appointment at 4:30pm this passed Wednesday, it took about an hour and a half to complete my visit and that was after me cutting it short, which I will explain. Everyone there was very nice and happy, the office was clean and well maintained, after getting through the x-rays, it was at least 35-45 minutes before seeing the Dr. I explained my issues and talked about the different options I had, once we got into pricing thats when it all fell apart, over 4,200.00 dollar bill to fix three teeth!!!!!!!!! I didnt ask them to build a car in my mouth.....no wonder everyone was so happy I would be happy to if I could charge that much for a few hours worth of work.......they started to have me fill out a credit form so I could get the work done and thats when I stopped them there and left, totally pissed off, my head is still spinning from that price, its one thing when you have health insurance to cover most of a Doctor bill its another when, this country sees teeth as not as important to your health and you cant get good insurance for dental, once again with out paying an arm and a leg for it, and you need to take out a loan just to get your teeth fixed....needless to say Im looking for a second opinion on this matter. they may be competitive with there pricing, I dont know, but I dont make that kind of money I guess to afford having health teeth. All in All other then the wait time, and the pricing, it was a nice place and professional.

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