Bay State Oral Surgery Associates, Inc.

Rude staff and poor customer service interactionIsaw Dr [redacted] for teeth extraction. I was scheduled for the 26th, and called and asked for something sooner because I have an infection in one of the teeth. They said they put me on a list. My mother called to see why they didnt do emergency cases (as she is in the same field and they do emergency), and both women at the desk were rude to her, told my mother she was "abusing" them, and then hung up on my mother.At no point was my mother rude, raise voice or anything.The front desk hung up on my wife too. They then called to tell me that my appt was canceled and I would need to go to somebody else. Im trying to get my original records and they are refusing to give me the originals, stating they need them for future appts-but they are refusing to see him. This office is so rude! I have aspergers and have anxiety with dentists and everything. When I was there their were two workers there talking just outside my door about my teeth and laughing at me because of how poorly my teeth are. (due to my disability and my sensory issues)Something needs to be done about the staff here as they are so incredibly rude nothing constitutes hanging up on a customer and being rude and then saying it was the other person. I am not the only person who has had problems here. Desired SettlementI want all my original records or copies at no charge and something to be done about the staff.Business Response To Whom It May Concern:We have received Mr. [redacted]'s complain letter and thank you for taking time to verify and work on the resolution of this issue. Mr. [redacted] was seen on July 18, 2013 for a consultation. Usually patients' first appointment is a consultation and surgery appointment will be scheduled after the consultation. On July 18, 2013 after Mr. [redacted]'s consultation, our front desk staff offered him his surgery appointment on 8/23/2013 at 9:00am and reminded him if he can not keep his surgery appointment, he needs to give us 24-hour notice so we can schedule other patients who want to be seen sooner. Otherwise according to our office policy, we wouldn't reschedule any surgery appointments without 24-hour notice. According to our computer record, that appointment on 8/23/2013 at 9:00 was cancelled and rescheduled to 9/6/2013 at 9:30am. We confirmed his surgery appointment on 9/5/2013, the date before surgery. In the morning of 9/6/2013, Mr. [redacted] called our office and stated there was a family death and he couldn't make it. Because family death is an extreme situation, we didn't go by our 24-hour notice policy and offered him our next available appointment which was on 9/26/2013 at 10:30am. Over the phone Mr. [redacted] complained he was still in pain, so the front desk staff told him during the meantime we would put him on our waiting list so if some other patients canceled their appointments, we can put him right in. However, a few days later, Mr. [redacted]'s mom called our office and accused us of not taking any emergency visits and letting his son wait too long in pain. After screaming and yelling over the phone, she hung up on them. Our office is oral surgery office and all patients come here by their appointments. Our office is not a walk-in office. Because she was extremely rude to the front desk staff, we don't feel comfortable treating Mr. [redacted] in our office. So under my instruction, the receptionist called him to cancel his surgery appointment on 9/26/2013. A copy of Mr. [redacted]'s panoramic x-ray was already forwarded to his doctor per his request at no charge before we received this complaint letter so Mr. [redacted] may seek treatments from other dental providers. We are sorry if Mr. [redacted]'s family was not happy with our office even after we tried our best to help him. We always strive to provide the excellent dental care to all of our patients. The goal of our staff is to keep patients comfortable in a friendly environment. We will continue to work hard to improve our practice. Please let us know if there is anything we can do. We would love the opportunity to make this right and truly appreciate your feedback.Regards,[redacted], DMD