UPDATE: it’s been THREE days and my voicemails have yet to be returned. This is absolutely insanity.
Dr. Bross is incredible & deserves 10+ stars. He’s been incredible with our anxious daughter and is just an absolute joy. Dr. Francis is also incredible and literally just a lovely person and amazing dentist.
My one star comes from our recent experiences with the front office staff and issues with scheduling appointments and reaching any staff.
My husband left a review yesterday stating similar issues. He received a call yesterday (just over 24 hours notice) stating he had an appointment today. He never received a text reminder which has been the typical standard for the practice for the time we’ve been patients. He attempted to contact them (since he can’t answer the phone at work typically and also has no leave left) and no one answered. He left a message. They ended up calling back and losing it on him and were extremely unprofessional. He asked if they could call me (since I could chat on the phone and I was going to attempt to take his appointment so we wouldn’t owe a missed appointment fee). I attempted to call over 20 times yesterday and it went to their voicemail every single time. I left messages and they were never returned. Therefore, I will not be taking his appointment and he cannot attend it either for the reasons stated above. Whether you’re short staffed or not, the disrespect and lack of customer service is astounding. What if there was a dental emergency? My husband will not be going to the appointment today and we will not be paying a missed appointment fee. We made every attempt to call and our messages were never returned.
I’m rapidly losing faith in the practice which is so unfortunate because the dentists are truly incredible. However, how are you supposed to see these incredible dentists if no one answers the phone or returns your calls?
I’m extremely disappointed.
Sara
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July 18, 2024
Took my 4 year old autistic son here for his first visit everyone was beyond friendly from the the girl at the front desk to the dr. Our hygienist was patient and friendly they explained everything throughly and let him do what he needed to be comfortable. They were patient but quick made a treatment plan friendly to his needs would highly recommend everyone take their kids here no matter where your located!!!!!!
Matthew Samonisky
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June 04, 2024
I want to start by saying my daughter LOVES Dr. Bross. He is the first dentist that takes her anxiety into consideration and is very compassionate with her. I am a fairly new patient myself, and had a great experience with Dr. Francis at my first appointment.
With that being said, I will no longer be a patient here. The past 2 experiences I have had with the front office staff has been absolutely appalling. Most recently, I received a phone call reminder a little more than 24 hours before my appointment, but did not receive a text reminder, which has been the norm. I unfortunately can not take any more time off work, so I am unable to make it to the appointment. The problem is they have a 48 hour cancelation policy, which is the first time I have seen that with a medical office. When I expressed that I did not receive a text reminder, they said they are switching over systems and are unable to send text reminders at this time. Did they let their patients know; NOPE. I then expressed the unfairness that they have a 48 hour cancelation policy, but did not give their reminder until 24 hours before the appointment. How is that fair if patients rely on the reminders that have always been part of the practice, and align with the cancelation policy, and yet are not given ample time to cancel without penalty. I was told that their reminders are a "courtesy" and are not required, which again is the first time I have ever been told this by a medical office. The front office employee I spoke with was rude and when I expressed I did not appreciate the tone she was using, she got even ruder.
At my position at work, I am unable to answer the phone every time I get a call. However when I do have time to call, the phone always goes to voicemail and I do not receive a call back in a timely manner. I understand that times are hard and a lot of business are short staffed, however I feel that if we are to give the employees some grace for being short staffed, they need to return the kindness when speaking with patients/customers. Since 12:30 today, we have called the office over 20 times, leaving multiple voicemails, and have still yet to receive a call back.
The hope is that my daughter will continue to receive the amazing treatment she has been receiving, as my concerns are unrelated to the professionalism Dr. Bross exhibits.
Melissa Engert
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March 05, 2024
Where do I begin, I have been taking my children to this practice since my oldest son was 18 months old, he is now 16. The dentists and hygienists are great, and friendly. Dr. Bross is a super nice friendly, great dentist, who is great with my children. The office staff is sometimes friendly, sometimes cold. I'm not sure if something must have changed after COVID and they are short staffed but every time I have called, there is NEVER a live person, only voicemail and you have to leave a message which is pointless because you don't receive a call back. I am in the process of changing dentist for other reasons not listed and it has been so difficult to do. Pretty sad because I use to recommend them all the time when someone was looking for a dentist. Now I would tell them to stay far away.
Michael B. Pierorazio
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June 03, 2024
FEDERAL EMPLOYEES STAY AWAY! This office has a discriminatory pricing practice where they arbitrarily don't offer a provider adjustment to compensate for the difference between submitted amount to insurance and approved/allowed amount from insurance. Some of their patients are chosen for this discount and others are not. Seems liable that the doctor has no control of his reckless front office staff.
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UPDATE: it’s been THREE days and my voicemails have yet to be returned. This is absolutely insanity. Dr. Bross is incredible & deserves 10+ stars. He’s been incredible with our anxious daughter and is just an absolute joy. Dr. Francis is also incredible and literally just a lovely person and amazing dentist. My one star comes from our recent experiences with the front office staff and issues with scheduling appointments and reaching any staff. My husband left a review yesterday stating similar issues. He received a call yesterday (just over 24 hours notice) stating he had an appointment today. He never received a text reminder which has been the typical standard for the practice for the time we’ve been patients. He attempted to contact them (since he can’t answer the phone at work typically and also has no leave left) and no one answered. He left a message. They ended up calling back and losing it on him and were extremely unprofessional. He asked if they could call me (since I could chat on the phone and I was going to attempt to take his appointment so we wouldn’t owe a missed appointment fee). I attempted to call over 20 times yesterday and it went to their voicemail every single time. I left messages and they were never returned. Therefore, I will not be taking his appointment and he cannot attend it either for the reasons stated above. Whether you’re short staffed or not, the disrespect and lack of customer service is astounding. What if there was a dental emergency? My husband will not be going to the appointment today and we will not be paying a missed appointment fee. We made every attempt to call and our messages were never returned. I’m rapidly losing faith in the practice which is so unfortunate because the dentists are truly incredible. However, how are you supposed to see these incredible dentists if no one answers the phone or returns your calls? I’m extremely disappointed.
Took my 4 year old autistic son here for his first visit everyone was beyond friendly from the the girl at the front desk to the dr. Our hygienist was patient and friendly they explained everything throughly and let him do what he needed to be comfortable. They were patient but quick made a treatment plan friendly to his needs would highly recommend everyone take their kids here no matter where your located!!!!!!
I want to start by saying my daughter LOVES Dr. Bross. He is the first dentist that takes her anxiety into consideration and is very compassionate with her. I am a fairly new patient myself, and had a great experience with Dr. Francis at my first appointment. With that being said, I will no longer be a patient here. The past 2 experiences I have had with the front office staff has been absolutely appalling. Most recently, I received a phone call reminder a little more than 24 hours before my appointment, but did not receive a text reminder, which has been the norm. I unfortunately can not take any more time off work, so I am unable to make it to the appointment. The problem is they have a 48 hour cancelation policy, which is the first time I have seen that with a medical office. When I expressed that I did not receive a text reminder, they said they are switching over systems and are unable to send text reminders at this time. Did they let their patients know; NOPE. I then expressed the unfairness that they have a 48 hour cancelation policy, but did not give their reminder until 24 hours before the appointment. How is that fair if patients rely on the reminders that have always been part of the practice, and align with the cancelation policy, and yet are not given ample time to cancel without penalty. I was told that their reminders are a "courtesy" and are not required, which again is the first time I have ever been told this by a medical office. The front office employee I spoke with was rude and when I expressed I did not appreciate the tone she was using, she got even ruder. At my position at work, I am unable to answer the phone every time I get a call. However when I do have time to call, the phone always goes to voicemail and I do not receive a call back in a timely manner. I understand that times are hard and a lot of business are short staffed, however I feel that if we are to give the employees some grace for being short staffed, they need to return the kindness when speaking with patients/customers. Since 12:30 today, we have called the office over 20 times, leaving multiple voicemails, and have still yet to receive a call back. The hope is that my daughter will continue to receive the amazing treatment she has been receiving, as my concerns are unrelated to the professionalism Dr. Bross exhibits.
Where do I begin, I have been taking my children to this practice since my oldest son was 18 months old, he is now 16. The dentists and hygienists are great, and friendly. Dr. Bross is a super nice friendly, great dentist, who is great with my children. The office staff is sometimes friendly, sometimes cold. I'm not sure if something must have changed after COVID and they are short staffed but every time I have called, there is NEVER a live person, only voicemail and you have to leave a message which is pointless because you don't receive a call back. I am in the process of changing dentist for other reasons not listed and it has been so difficult to do. Pretty sad because I use to recommend them all the time when someone was looking for a dentist. Now I would tell them to stay far away.
FEDERAL EMPLOYEES STAY AWAY! This office has a discriminatory pricing practice where they arbitrarily don't offer a provider adjustment to compensate for the difference between submitted amount to insurance and approved/allowed amount from insurance. Some of their patients are chosen for this discount and others are not. Seems liable that the doctor has no control of his reckless front office staff.