Complaint Review: Cascade Dental - Kimberly Tustin DMD

Strange office. Took my son in for a cleaning, as a new patient. We waited almost an hour in the waiting room, then they took him back. When I got up to come with, I was told that I didn't need to come. When I said that I wanted I got more push back with something about having to wear a cape and it was against some sort of regulation. Finally, I was told to wait until after his x-rays and someone would come get me. No one did so, after about 20 minutes, I walked down the hall. The hygienist (or whatever she was) rushed toward me when she saw me, completely flustered. There were maybe two other kids in other rooms, reclined in their dental chairs. I didn't see anyone with them. I was given a cape/gown and then went into the room where my son was waiting. He was reclined in the dental chair with the little paper bib on his chest. I was told Dr. Tustin would be in shortly. Finally Dr. Tustin came in and proceeded to talk about her practice, her student loans, and the difficulty of running her own business. She said that patients complained frequently about charges because they didn't understand how their insurance worked.

Finally, after about 20 minutes, my son looking like he was going to go crazy and me wondering why Dr. Tustin had so much time to talk, I asked who would be cleaning my son's teeth. "Oh! Didn't they tell you upfront? Our hygienist went home so we can't do a cleaning! I hope you aren't disappointed in us!" It was bizarre. I'd now missed approximately two hours of work...what office wouldn't call to tell patients this and give them an option to reschedule?

I can't help but wonder if the other patients, there without their parents, were charged for full cleanings. To add insult to injury, when we received the bill, there was huge balance after 100% insurance coverage (I had asked that only treatment covered by my insurance be administered). Truly a strange place. We will never go back.

Parent
Eugene, Oregon
U.S.A.