Pediatric Smiles of Cypress — Local services in Cypress

Been dreading making this review, but here goes.... My two daughters had been patients here, for nearly 3 years. This is the only dentist my 5 year old has ever been to and the only pediatric dentist we have used since moving to Texas. I chose this location because it is black woman owned and operated. It has all the bells and whistles, engaging and friendly dental assistants and office staff. However, the last couple of visits, the dentist and owner started to rub me the wrong way. Our visit this month was the final straw! I always schedule both of my daughter's appointments at the same time. They called my oldest back first (after waiting about 10 mins) and then my youngest a few minutes later for x-rays. They both ended up side by side for their cleanings which got done around the same time. We waited nearly an hour for the doctor to come and do her final check of my daughters. My girls were the only 2 children in that area for most of the time while we waited. At one point, I had one of the assistants check to see what the holdup was and it still took an additional 20 minutes. When the doctor finally comes in the room, she immediately goes over to the Caucasian boy that had only been waiting for about 15 minutes and proceeds to do his check. I informed the dental assistant that we had been waiting way longer than him and she said "you're right" and proceeded to let Dr. Marshall know that we were next in line. Dr Marshall puts on gloves and proceeds to check the boy first and holds her finger up letting me know to wait and says "this wont take long mom, I'll get to them next". After she completed his check, she comes over to my girls with no apology and no remorse and completes their checks. What is normally a 45 minute visit for us turned into an hour and a half visit for us. Then when it was time for youngest to choose from the prize box Dr. Marshall rushed us as she has done in the past. This is completely unacceptable what she did and what she does. As an African American woman myself, I was excited to support someone that looks like me with their own practice especially in the city of Cypress, however this was obviously the wrong choice. I chose her, but she clearly does not choose "US". I will never step foot inside this office again and would not recommend it to anyone...

First off, our initial experience (in April) here was terrific! The dental assistant and doctor were magnificent! I was so excited to take my one year old here. He had been to the dentist before, but felt far more comfortable in this environment. I loved also how close it was to home. I was so happy with our initial visit I started referring countless friends and family. Unfortunately, that quality of service didn’t last. And that is the reason for the one star.

Months after my son’s appointment I started receiving texts in regards to a balance that I owed. Knowing that my son’s preventative care is covered at 100%, I assumed it was a mistake. I gave them the benefit of the doubt, until I received an unprovoked email threatening to send my unpaid balance to collections. In shock, I replied and asked someone to contact me to discuss and to cancel any future appointments. This happened in JULY and no one ever contacted me. I assumed the issue had been resolved or they just didn’t care because no one ever did reach out. This FLOORED me and was completely unprofessional and unacceptable to ignore a patient’s wishes.

First week of December I received a text reminding me about an appointment for my son. I replied that I cancelled the appointment already. A couple days later I received ANOTHER text about the appointment. Again, I said I cancelled it. The doctor replied and assured me the appointment was cancelled only to have them continue to call me this week about that appointment (never to discuss the alleged balance on my account like I had asked for FIVE months ago). I’m not sure what’s going on at this office but clearly communication with each other and with patients is not their strong suit.

It’s unfortunate to go from having one of the best dental experiences i could’ve asked for to writing a one star review. If one person had just felt the need to respond to an email or contact me this relationship could’ve been saved. As someone who has worked her entire career in customer service management (including in a dental setting) I’m so disappointed in the lack of customer service in the world these days. It costs nothing to be better.

I hope you have better luck...

Update:

I missed a call from the dentist of this business. Based on the message, it seems like they believe my complaint is about HER or about an “accidental misspelling”. I would like to CLARIFY.

My rating and complaint is about the experience I had attempting to schedule an appointment with this dentist. I was excited because the recommendation came from a great office that has a wonderful staff and an awesome dentist. Also, the reviews here say the dentist is great. I called to schedule and had the below experience. A misspelling is in and of itself and accident, I never accused anyone of spelling my son’s name wrong on purpose. I mentioned it because I was already looking to ignore the off experience I had with scheduling, THEN started getting emails with my child’s name wrong. I also, never tried to appear to have visited the office. I tried to call back, but they were already closed. I gave an extra star for effort.

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Can’t get past the scheduling to even see what it’s like there (which in my experience - the staff of a business make or break an experience). I called for an appointment and when the first two suggestions did not work for my calendar, the woman put me on hold. Then when she came back, she asked if I found my calendar…??? I told her I was looking at my calendar (that’s how I know I could not bring my child to either of the two dates/times suggested), then said ‘I thought I was waiting on you’… then she asked, ‘when can you bring your child?’ She seemed annoyed that her suggestions did not work for my schedule. Then when I received the sign in forms in my email, someone had my child’s name spelled wrong. His name is spelled with THREE letters… how do you mess that...