Embrace Dentistry

Boss Lady _{on Google}

Jul 20th, 2021

Still waiting on an apology from Nancy and her abhorrent behavior towards me on multiple occasions. Here's a break down:
1. She refused to file our insurance for the kids because she wasn't familiar with our plan. I was made to pay in full amount $527.25.
2. I verified our plan coverage and returned to the office with our card asking her to file. She finally did.
3. Insurance did pay! Great! I get money back, right? Nope, I get a statement saying I owe another $135. I call immediately and explain why I should have a credit. Nancy told me she doesn't show a payment in full and to take it up with my credit card company.
4. I brought Nancy screen shots of my credit card statements to show the payment. Again, she refused to look into the billing error and told me to take it up with the credit card company.
5. Nancy told me to "get out and she will transfer our records. All for challenging her on this mistake. Needless to say, unacceptable.
6. I called the Watertown office and asked to speak to a supervisor. He wasn't available, so I explained to Jeanie the issue. She politely said she would look into this and have the supervisor call me.
7. Supervisor calls. He was polite and said they found my payment, a refund will be issued and that "Nancy doesn't have a back down button, and this is just how she is. He has had to talk to many other patients about her behavior before and the staff has issues with her as well".
8. Obviously we will no longer be patients here.
It is very sad because we love Melissa as our hygienist and the rest of the staff except Nancy is great. Its a convenient location for us. But now we'll have to find another office in Brookings or Watertown as this office must think this behavior towards patients is acceptable as long as she collects money and fills schedules.
I worked in dental for many years. A lot of time at the front desk. If I had ever acted this way to a patient, I wouldn't have had a job anymore.