Picasso would not be smiling if he visited this business. I received very bad service from misinformed, rude, and arrogant employees.
I went at 9:00 AM to the Westside location for a routine cleaning covered 100% by my university insurance and at the end Dr. [redacted] told me I had some cavities that needed attention. One of the receptionists by the name of [redacted] (who did not want to provide me with her last name) later explained to me the costs and procedure of getting my cavities fixed. I told her I needed to think about these costs and possibly get a second opinion. Then I asked her if I could have a copy of the x-rays and she said "yes" but that it would cost me $30, however, she offered, she could email them to another dentist at no extra charge.
I then called my dentist's office, obtained his one and only email address and provided [redacted] with his full name, office phone number, and email address. Scrutinizing this information, she rejected the email because it was a "@hotmail.com" email domain. I assured her this was my dentist's official email address and added that he works in Ciudad Juárez, Mexico. Immediately upon hearing this, [redacted] said "we don't send emails to Mexico." I then asked her why not. She said "we just don't." I insisted for an explanation and she then told me I would have to speak to her manager, [redacted] over at the Eastside location. [redacted] gave me Molina's phone number and at that moment Dr. [redacted] appeared over at the receptionist area concerned with the problem.
Dr. [redacted] listened attentively to his employee, [redacted], and me and then explained to me that x-rays are sent to other dentists at no charge only in special cases when a second opinion is warranted. I insisted that [redacted] had offered me otherwise but that the problem arose when I mentioned that my dentist's office is in Cd. Juárez. Dr. [redacted] then asked [redacted] if indeed she had offered this to me and she, cleverly, did not answer his question. Instead, [redacted] reverted to the same argument: I was told we don't send emails to Mexico and am only following policies and orders. Dr. [redacted] said he frankly did not care whether my x-rays were being sent to Cd. Juarez or any other city but [redacted] insisted that I needed to talk to her manager, [redacted]
All I wanted was a simple explanation behind the policy, which I did not receive from [redacted], nor Dr. [redacted] who said he had never come across this issue. Worse yet, when I talked to [redacted] on the phone while I was still in the dentist office she refused to give me an explanation (and her last name, too. I had to ask someone else for it). All she said was that it was "illegal" to send emails to Mexico and then hung up on me, right after saying she has "an office to run" and cannot waste her time on me.
In the end, I left around 11:00 AM, 2 hours later, with no x-rays and no explanation whatsoever about why sending an email to a renowned dentist in Cd. Juarez is "not allowed" or in [redacted] words "is illegal." Worse yet, I felt treated as if I was doing something wrong by simply accepting [redacted]'s offer. Manager [redacted] admitted over the phone that her employee [redacted] had given me erroneous information. If that is the case, a business should assume their mistakes or that of their employees and see what can be done to remedy the issue. And if the issue cannot be resolved, then a manager should at least have the decency and knowledge to explain business policies and practices...and, more importantly, in a informed and polite way!
I am sure I will not be the last to come across this issue of "not being allowed to send x-rays" to a doctor "internationally" because [redacted] is on the U.S.-Mexico border. Hopefully though the next person in my situation will get much better treatment and actual explanations.
Picasso would not be smiling if he visited this business. I received very bad service from misinformed, rude, and arrogant employees.
I went at 9:00 AM to the Westside location for a routine cleaning covered 100% by my university insurance and at the end Dr. [redacted] told me I had some cavities that needed attention. One of the receptionists by the name of [redacted] (who did not want to provide me with her last name) later explained to me the costs and procedure of getting my cavities fixed. I told her I needed to think about these costs and possibly get a second opinion. Then I asked her if I could have a copy of the x-rays and she said "yes" but that it would cost me $30, however, she offered, she could email them to another dentist at no extra charge.
I then called my dentist's office, obtained his one and only email address and provided [redacted] with his full name, office phone number, and email address. Scrutinizing this information, she rejected the email because it was a "@hotmail.com" email domain. I assured her this was my dentist's official email address and added that he works in Ciudad Juárez, Mexico. Immediately upon hearing this, [redacted] said "we don't send emails to Mexico." I then asked her why not. She said "we just don't." I insisted for an explanation and she then told me I would have to speak to her manager, [redacted] over at the Eastside location. [redacted] gave me Molina's phone number and at that moment Dr. [redacted] appeared over at the receptionist area concerned with the problem.
Dr. [redacted] listened attentively to his employee, [redacted], and me and then explained to me that x-rays are sent to other dentists at no charge only in special cases when a second opinion is warranted. I insisted that [redacted] had offered me otherwise but that the problem arose when I mentioned that my dentist's office is in Cd. Juárez. Dr. [redacted] then asked [redacted] if indeed she had offered this to me and she, cleverly, did not answer his question. Instead, [redacted] reverted to the same argument: I was told we don't send emails to Mexico and am only following policies and orders. Dr. [redacted] said he frankly did not care whether my x-rays were being sent to Cd. Juarez or any other city but [redacted] insisted that I needed to talk to her manager, [redacted]
All I wanted was a simple explanation behind the policy, which I did not receive from [redacted], nor Dr. [redacted] who said he had never come across this issue. Worse yet, when I talked to [redacted] on the phone while I was still in the dentist office she refused to give me an explanation (and her last name, too. I had to ask someone else for it). All she said was that it was "illegal" to send emails to Mexico and then hung up on me, right after saying she has "an office to run" and cannot waste her time on me.
In the end, I left around 11:00 AM, 2 hours later, with no x-rays and no explanation whatsoever about why sending an email to a renowned dentist in Cd. Juarez is "not allowed" or in [redacted] words "is illegal." Worse yet, I felt treated as if I was doing something wrong by simply accepting [redacted]'s offer. Manager [redacted] admitted over the phone that her employee [redacted] had given me erroneous information. If that is the case, a business should assume their mistakes or that of their employees and see what can be done to remedy the issue. And if the issue cannot be resolved, then a manager should at least have the decency and knowledge to explain business policies and practices...and, more importantly, in a informed and polite way!
I am sure I will not be the last to come across this issue of "not being allowed to send x-rays" to a doctor "internationally" because [redacted] is on the U.S.-Mexico border. Hopefully though the next person in my situation will get much better treatment and actual explanations.