Review Time
I am sharing my experience anonymously as I prefer not to be identified. I've noticed numerous negative reviews regarding payment practices, and I feel compelled to clarify some points based on my time as a former employee of the company. Payments made before seeing a dentist are non-refundable, even if you are promised a refund. I strongly recommend that anyone asked to pay during the initial consultation refrain from doing so. This consultation is not performed by a dentist or a qualified clinical professional; it is conducted by a Treatment Coordinator (TCO), whose focus is on sales. TCOs lack the clinical authority to assess your suitability for treatment, yet they may suggest that you can proceed and request a "deposit." Following this consultation, you will meet with a dentist for an evaluation, and you may find that you are not suitable for treatment, such as in cases of gum disease. This possibility is not always made clear during the consultation, nor is it emphasized that treatment depends on a dentist’s clinical evaluation, as TCOs have been instructed not to disclose this (I have evidence of this communication if needed). TCOs earn commissions, which can lead to pressure to recommend more expensive treatment options and to encourage larger upfront payments. Once a payment is made, recovering it can be extremely challenging—if not impossible. Although refunds may be mentioned, in reality, the company retains the funds and invests them back into the business, so even if a refund is promised, it could take many months or longer. It's important to understand that practice-level staff, including TCOs and dentists, do not set these policies. Such decisions are made at the corporate level, and concerns should be directed to senior management or even the CEO, as they are responsible for these practices.
I had composite bonding done, and the experience was seamless. My dentist was wonderful and did an exceptional job. Upon returning for a follow-up, they made adjustments based on my preferences. Overall, a very positive experience with a lovely team.
I'm sharing my experience anonymously as a former employee of the company. I've seen numerous negative reviews about payments, and I want to clarify that any payments made before seeing a dentist are non-refundable, even if you're promised a refund. I strongly urge anyone asked to make a payment during the initial consultation to reconsider. This consultation isn't conducted by a dentist but by a Treatment Coordinator focused on sales. They lack the clinical authority to determine your treatment suitability, yet they may encourage you to pay a 'deposit'. Afterward, you may be assessed by a dentist and possibly deemed unsuitable for treatment, which isn't always clearly communicated during the consultation. Treatment Coordinators are incentivized to recommend expensive plans and larger deposits, making it extremely difficult to recover payments once made. Refunds may be mentioned, but the company often retains the funds for business investments, leading to long wait times for any promised refunds. Please understand that the staff at the practice, including Treatment Coordinators and dentists, do not set these policies; they are determined at a higher level within the company.
I strongly advise against using this service! After spending £3000, I'm left with bonding that keeps breaking. Whenever I raise a complaint, the response is always 'waiting for the dentist' even when I've asked to speak to management. I've returned multiple times to fix issues, and it feels like the company doesn't care about its customers and likely uses subpar materials. If you want to lose thousands and face constant issues, go ahead. Their responses to negative reviews suggest contacting a patient coordinator, but she's ineffective.
I had a terrible experience with this service. The composite bonding was done poorly and fell off. They attempted to charge me £300 for a mistake on their part. I refused to pay, and they wouldn't fix it, forcing me to find someone else to do the job. I had the bonding done just 11 months ago. Absolutely unacceptable.
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