Family Smiles of Lockhart — Local services in Lockhart

As new patients, my husband and I were very disappointed with the experience. We were told to arrive at 8:45am to complete paperwork, which we did, and the staff knew that we were waiting outside. They didn't open the door until 9:03am and when they did, all of the staff were sitting around chatting. After completing paperwork, we were brought into a room where I received x-rays first and then my husband. The x-ray technician was very nice and professional and the equipment was very good. That experience was fine. When the exam started it was unclear what the qualifications of the person who was working on me were because there was no introduction and the person (male) was scraping but also asking questions about history. I had to ask him if he was the Dentist because as he was wrapping up he said that the other person would finish up with my polishing. I asked if that was the cleaning?! He said that I do a good job flossing and that was all that was needed. He did some scraping, but in no way did he do a thorough "cleaning" during the exam. It lasted no longer than 5 minutes from start to finish. He told my husband that he would have to come back for his so that he could be numbed due to some long drawn out medical term that he failed to explain in layman's terms. My husband has had regular cleanings for the past 10 years and never once did the hygienist have to numb him for it. He also had a long list of things that my husband would have to address which our previous dentist never said had to be done. There was also discussion about expensive bridges or partials and if he wanted a referral that could go anywhere from inexpensive up to $6000. It was very impersonal and rushed. When I asked for a summary of what was done, I asked if this was regular practice in Texas as we just moved to the State and they said "no, that their hygienist left in May". I fully understand and sympathize with the fact that they are shorthanded, however, this information should have been fully disclosed prior to our appointment for a check up and a cleaning. I just wasted one of my two cleanings for the year tat insurance covers due to this. I did not get a cleaning at all, and my husband was going to have to come back and have to pay more than a standard cleaning because the dentist doesn't have a hygienist. I feel that is borderline fraudulent. We will be looking elsewhere for a dental practice that has a hygienist. Disclosure and introductions and explanations of what is going to happen during the appointment should have occurred. We...

I have two kids. The first visit was great but one of my kids needed major dental work and we made an appointment for that dental work for a few weeks out (this was fall of '22) and for the next routine visit (spring of '23). When I got confirmation for that appointment the week before the visit, it was 1) for the wrong kid, 2) for 15 minutes total length. (strike 1.) So I call to see if we can switch the kid and to validate if the appointment length is correct for the work that needs doing. We can switch the kid, but the length can not be rescheduled and is not nearly long enough. Because their provider is not in-house, they say they will call me to reschedule. They never call. (strike 2.) Today was supposed to be the routine checkup at 10am. Several confirmation emails and texts over the last week. Even this morning after 8am I got a confirmation email. After 9am I get a call that the provider won't even be arriving until 11-11:30, they're not sure when. So they need to reschedule. Even though this appointment has been on the calendar for 6 months, they didn't ensure that they would have coverage or let me know more than an hour before they had to cancel the appointment. They have it absolutely backwards. FIRST priority is provider availability and THEN schedule appointments within that. At the very least, review the schedule for when you have provider availability for 2 to 3 weeks out and reschedule as needed before you're less than 1 hour away from the appointment time. This was strike 3. I'm done. I'm finding someone who has a dentist invested in the success of...

They called me Thursday to confirm the appt. But never confirmed or looked into my childrens insurance. Never told me there was a issue until they cancelled both of my kids appointments and said the insurance wasn't able to be verified due to it being a Saturday. The insurance they tried to verify it has been inactive for over a year and they have seen my children several times since that last insurance and I have updated my insurance couple times. Well that should have been caught during the first confirmation. I spoke to them on Thursday right before I had surgery and I ASKED If there was anything else needed they told me just to write a note for my MIL taking them in and everything was fine. Now my kids have to wait two more months be seen. Very inconvenient due to me having surgery and paying someone to take the kids. They were very rude and encouraged me to find a different dentist if I didn't like it. I do insurance for a living I know you can't verify on a Saturday it makes no sense why they would do this on a Saturday anyways this should have been caught on Thursday when I last spoke to them. But they made it seem like it was an issue on my end when I had all the information ready if they would have told me to update it I would have gave it to them in a heartbeat. But since I've updated TWICE before I didn't think that was a issue. Please make sure u update ur insurance before every appt at this location cause they won't n they will cancel ur appointment before u...