Dr. Samuel J. Burrow III, DDS — Local services in Charlotte

We started here in 2012 with my autistic daughter. Dr. Burrow was so wonderful and knowledgeable and his bedside manner was the best I have ever seen. It was such a good experience, that I inquired about an option for myself. Again, excellent experience. So much so that I then referred my son who only needed a retainer. Within a 3 year period, they gained 3 customers. We were told that we would have to wear our retainers forever, which I thought was odd but were promised a life time of follow up visits should they break or need tightening. Well, mine broke within several months. They replaced it at no charge but I did notice that it was made a bit more reinforced the 2nd time around. Fast forward to 2019 and my daughter now needs hers tightened. We were able to get an appointment the next day which was the same type of customer service that we were accustomed to with this practice. During the appointment, Dr. Britney discovered that the retainer was actually broken. The break was so small she missed it upon first look. It was broken in a place that there's no way my daughter could have done it; it had to be in the material or the lack thereof. In addition, my daughter hadn't been wearing her retainer as directed so she certainly couldn't have done it. Immediately, Monica started pushing like a commissioned sales person, the purchase of another retainer. She was relentless. It made me extremely uncomfortable. No matter what options I suggested, it was a hard NO. I finally concluded the appointment stating that I wanted to get a 2nd opinion from Dr. Burrow. She then demanded payment for the office visit and I asked if she could bill us since my daughter is on SSI. She stated that they don't bill. I asked for a self-pay discount and she stated that they don't offer one. When I asked what they offer for those on a fixed income, she stated nothing. She continued to demand payment on the spot. So I told her that she would have to bill us. She stated that they don't bill that they just automatically send the account to collections. I knew that was a lie so I told her we would speak to Dr. Burrow. Before leaving the parking lot, I called the office to schedule an appointment at the Rock Hill location for both my daughter and my son who also needed his retainer tightened. Got an appointment immediately for the following week. By 8 am the following day, I received a voice mail message from Bonnie stating that both appointments were canceled and wouldn't be rescheduled. I called to inquire and she was not only curt but evasive as to why, stating that she was not allowed to tell me why. My only assumption was that my daughter was being discriminated against for her inability to pay due to her disability. Once I mentioned that, she offered to have the Office Manager, Pam, speak with me who then confirmed that it was because we had not paid. When I told her what happened the previous day and that I could also pay with Care Credit via their website with an invoice, she then went on and on about how Care Credit charges them 15-17% of the payment. I told her that if I combine the office visits, that I could use Care Credit to receive a 6 months interest free payment plan. After 2 days of discussion, she called me back to say that if we wanted to reschedule our appointment, we would be charged for a 2nd office visit but they would credit that charge towards the purchase of a new retainer. We agreed. 4 days later we received a text message stating that our appointments have been canceled and if we want to reschedule, we would have to come to the Randolph office. I'm definitely feeling uncomfortable with the front office staff as it seems they feel empowered in some way to treat Dr. Burrow's patients in this manner. Seems like they only want to see patients that they can make money off of. We won't be returning but I'm guessing that was their objective. Dr. Burrow was great with us but I wouldn't recommend this practice at this time, as there appears to be some financial deficit that they has consumed them over good...

I initially came to this orthodontist due to a recommendation from a friend. It’s been almost 2 years and treatment is about to conclude. Many life events have happened to me during those 2 years, and by consequence it has resulted in late payments. Regardless if they are late, I still come in and pay the total amount due and I am still seen. However today during my visit, I felt something that no one should ever feel as a customer (That’s how I see it because I am paying out of MY pocket and chose to give this practice my business). The staff is usually nice for the most part, and I have no complaints for Dr. Sam Burrow, Dr. Jack Burrow and Dr. Britney Welchel. They are genuine and professional, with the exception of a handful that work there. One in particular is the lady that works in the front office (the one a face full of night time make up on you can’t miss her). I believe her name is Bonnie. I had questions regarding my payment and asked to speak to the accountant but then told her that It wasn’t necessary since I was going to handle what needed to get handled. By then you can see the irritability in her face. After having the whole waiting room seen before me, she STILL had me go in the accountant’s office to speak to them. Believe me, I understand that at the end of the day it is a business. They need to collect funds I get it. But the demeanor of these employees completely changed. The fact that they still ushered me in to discuss payment after I clearly stated that it wasn’t necessary and that I was going to handle it, was very demeaning to me, to the point I left in tears. You’d think that after about 2 years you’d developed a relationship with your clients. Very unprofessional. Clearly wealth status is important here and a determinant of how you’ll be treated. Cannot wait to finalize treatment and never...

I absolutely love the the Randolph Rd office! Today I just removed my traditional braces off of my top and bottom row after having them in for a little over a year & 1/2. My results are phenomenal!!! The results not only improved my smile, but it also boost my self confidence! The office is exceptionally clean, the staff feels like family special shoutout to “Dr. Alex, Dr.Brittney, & Ms. Lisa”, and the pricing is the best in town! Trust me I have compared several offices before I choose this one, and I can honestly say I choose the perfect place! I am a very difficult patient to deal with because I have limited timing, and of course I want a perfect smile. They surpassed all of my needs without any hesitation, and it it expectionally well. I will recommend this office, and their staff to anyone in the Charlotte area in search of the perfect...