Great people, good work - but poor policies made me lea.
I went to Dr Taylor for myself, and took one of my children there, and they were great. I had an appointment scheduled for my son yesterday, which was a Monday. On Sunday two of my five children fell ill. Monday morning I woke up sick, and the kids were still sick I called right away and told them my Son would not be able to make his appointment due to mine and my children's illness. Nothing was ever said on the phone that I would be penalized for canceling my appointment. I was not even warned about what would happened and urged to keep my appointment. Today I got a letter in the mail which states as follows.
"Liam missed a scheduled appointment or did not give a 24 hour cancellation notice to our office. We do not overbook our patients and only schedule one appointment at a time. This ensures quality work for our patients. Therefore, the following policy has been put in place to help our office run more efficiently.
Any appointment that is scheduled longer than 1 hour will need to pay a $30 per hour reservation fee. If you do not cancel within 24 hours or you do not show, your reservation fee will NOT be refunded or applied to your account.
Your reservation fee will be applied towards your account or will be refunded in full if your insurance covers the procedure at %100.
We value you as a patient and hope you can respect that our time is important. Please call our office to reserve your appointment or with any questions. "
I was floored by this letter, and felt I was being punished for being ill. I called as soon as I knew what i was dealing with that day. My appointment was not till 5:30 PM. There was no way that I could have given 24 hours notice as the day prior to that was a Sunday.
Being a large family with five kids, there can be a million and 1 unforseen circumstances that can cause us to have to cancel appointments on the day of the appointments. I can even see being charged a one time cancellation fee of $25, but to have to pay an upfront fee of $30 per HOUR just to MAKE your appointment is crazy. i have a large family, and it would cost a ton just to make thier dental appointments. Then to boot, if something would happen in my family that would cause me to have to cancel the day of the appointment, I lose that money. I needed several big things done on my teeth over the next few months, that my insurance would cover, and I cannot afford to pay up front to make these appointments, nor risk losing the money if I have to cancel.
I called the office upon receipt of my letter, and canceled all my future appointments for myself and my children. I told them I would find another dentist.
It's really sad because this Dentist did great work, and the entire office was very friendly, but I believe having such strict policies in place is poor business practice.
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