SouthEnd Dentistry — Local services in Charlotte

I have a genuine real fear of the dentist, I appreciate my dental hygienist Claudia.. She's gentle and understanding, and yet still performs with excellence.

Update Today 3/8/23 Since becoming a new patient at this dentist office, my first review pretty much still stands. Over the past couple of months I've had a few visits, and thanks to Claudia my fear of the dentist has calmed significantly. Today however, my experience was a different. I was scheduled in JANUARY to see Claudia for March 8. Unfortunately, when I arrived - Claudia was out of the office. No biggie - it happens. I softly and kindly explained "Man I wished someone would have told me that on yesterday when you called to confirm my appointment, as I would have rescheduled then. But again, no biggie - people being out of the office is completely a normal thing. I'm willing to reschedule. Apparently, there was an issue "in house" with the request to reschedule as Dr. Bradford came out and explained that there was a wonderful temp there who does an amazing job and can see me right away. I was not comfortable with this, explained to him immediately my preference with Claudia due to my fear of dentist, anxiety... blah blah blah... He then comes back and further explains that the time has already been set aside for me for today and that again the temp does wonderful work. Well Sir, I too have set time aside, rearranged my work schedule, etc to be here on time for Claudia. I explained- I have built a rapport with Claudia and prefer only her, and she's the only dental hygienist I've seen since being there and because of the relationship she and I have built - It's really hard for me to trust anyone else. I even reminded him that I explained my fear personally to him in December during my initial exam consultation.

None of this seemed to matter. He straight dismissed and didn't acknowledge ANY of that. I felt as If I was the problem. He mentioned that it wasn't on there that I preferred Claudia & asked did I tell them that. I explained In fact, I never have to and that normally say when calling to confirm " I have you scheduled for Time: Date: and Person. That didn't happen yesterday, but I did say I've said this over the phone before about preferring Claudia. He then explains he will have to listen to calls and check it out. Um - ok??? As if I would have a reason to lie, and if checking that out will somehow make a difference in me having to reschedule today. But - Ok. I'm hoping he really does listen to the calls. Because in January when they called me and attempted to bring me in earlier with a different hygienist for my deep cleaning because someone had rescheduled it was that call I was like - OH NO! I will wait for Claudia. I'm not sure if I said at this point I don't want to see anyone ever but Claudia - but If I know ME - and my fear - I'm sure there was a good indication in that call that would have prompted them to leave such a note indicating such. If that's their protocol. So, again - I hope he does listen to all my calls to find this one in particular. Not that it would change anything. What's my point in updating this review? I want to be heard, and I know South End Dentistry reads reviews. It's unfortunate that I feel this is the only way I can be heard. I've even referred 1 of my friends and my father here to this dentist as well. They don't accept Dads insurance, so I was going to pay out of pocket for him to experience their great work. Sucks... One of the most important things for me as a 40 yr old educated Black woman is that when I intentionally seek black owned business, is that I'm treated well by all I interact with. That not only am I expecting him to remain committed to his long term focused approach of saving patients time and money - he's done the absolute opposite of that for me. As I rescheduled with the staff for a May appointment - though I have been waiting since January for this appointment. I mentioned I may not be returning. Which means IF I choose to do so, I'll be spending more time & money. If I could add...

I am absolutely convinced that the only reason there are so many 5-star reviews is because they offer free fluoride treatment if you leave a review. Had the worst experience of my life on my first visit to this practice. Below is the e-mail I sent afterward. In addition to what you will read below, they also canceled my second appointment that I had made six months in advance because they were down to only one hygienist. Upon trying to reschedule, I was told that multiple days had only one hygienist or even no hygienist at all. The earliest they could reschedule me was two months past my initial appointment date. They did not ask if I had any concerns or reasons why I could not put off having an appointment for that long. Don't bother coming here. You can't rely on them to treat you well or to even be there at all when your appointment comes around.

Email sent: Today was my first time visiting your office. I hope that next time will be a more positive experience. The hygienist that took my initial information and started my x-rays was very professional. However, halfway through, she had to go see another patient, and another hygienist came in. This hygienist had no idea where any of the equipment was and was muttering that it was her first day. She had to go ask for help.

When the X-ray gun was handed to her by the first hygienist, she couldn't figure out which way to place the bitewing and was holding it up to her own mouth to try to figure it out. She also did not cover me with the protective blanket. I felt very nervous and told her I gag easily. She responded with, "Well that's comforting." At this point, I almost walked out. She put it in my mouth and took the X-ray but it didn't show up on the computer. In the process of this, I did gag because she left the bitewing in my mouth while she tried to figure out the equipment.

Thankfully, she went again to get help. Dr. Picot did come in at that point to explain to me that someone else would be doing my x-rays, and while I still felt apprehensive, I decided to stay. A third hygienist finished my x-rays, and then I was left to watch the same short movie clips on repeat for a considerable amount of time before Dr. Picot came back in to do my exam. Then, a fourth hygienist came in to clean my teeth.

I'm not sure if that's common practice to shuffle a patient from hygienist to hygienist, but I did not find the experience pleasant. I also felt very nervous about the new employee not having a more experienced person with her. It was all around uncomfortable.

Dr. Picot had said I'd receive fluoride treatment. The hygienist told me insurance wouldn't cover it, but that if I left two reviews online it could be done for free. I did not feel as though I could leave a positive review, so I declined the treatment.

I'm sending this review to you via email instead of online in hopes that the necessary changes will be implemented. I fully empathize with the new employee, but as a new patient, I should not have experienced what...

I contemplated writing this review because I have received good service in the past. I've always enjoyed Dr. Sanders' upbeat attitude as well as a few of the former hygienists. However, the last few times I've been serviced, I have not been pleased. The first time happened when I was misquoted pricing at the end of a service. I was first given a price of $85 then when I went to pay, the price had increased over $200. Although I did not appreciate the dismissive attitude during my initial inquiry regarding the price change, another front desk employee stepped in, further explained the error without seeming agitated, and offered a sincere apology for what I had experienced. For that reason I felt comfortable remaining on as a patient.

However, after my experience yesterday, I am working to continue my dental care elsewhere. I contacted the office 10 minutes after they opened and left a voicemail informing them that I was not feeling well and needed to reschedule my twelve o'clock appointment as a precaution. I explained that I was unsure of what was making me sick but out of respect for the staff and other patients I wanted to reschedule. I did not receive a call back and opted to call again approximately an hour before my appointment. I spoke to Brittany and informed her of the voicemail I left earlier. Her response was that if I rescheduled, I would be charged a $50 fee because I did not notify the office within 48 hours. I explained that I was not aware that I would be ill 48 hours ago. I inquired if I would still be charged although I was sick. She confirmed I would be. She did not display any compassion or offer any other solutions. Another young lady, Anna, called back after just listening to my voicemail. At that time, I expressed concern about coming in when I noted on the pre-check form that I was experiencing flu-like symptoms. I asked her to speak with the manager and even the doctor because I believed that was a poor judgement call and I truly did not feel well. She reported that Brittany was the manager and that the doctor (I'm not sure which doctor) confirmed for me to come in. At that point, I was disgusted with the lack of empathy from any of the staff members.

I appeared for my appointment solely to avoid being charged the fee, but I could not proceed with the cleaning due to my body aching and beginning to shake. In addition to not feeling well, the interactions from both Brittany and Anna gave me the impression that the office cares more about money or proving a point rather than the care of their patients or staff. I enjoyed SouthEnd Dentistry because of what they stood for but unfortunately, yesterday...