Terrible customer service and retaliation from dentist and front office receptionist Stephanie. Unfortunately, Stephanie and I had a bad interaction regarding a missed appointment of my teenage daughter. The missed fee is now 95 instead of 50. I could have handled the interaction better I admit.

Regardless, as a result, I was called that same day within an hour and informed by Stephanie that she talked to the dentist and I had to pay off my entire bill or they would take all my kids off the schedule. Stephanie made this call with what appeared to be joy in her voice and even after hearing that I had a payment plan made with another receptionist she did not waiver. She then talked over me when still talking, said goodbye and hung up on me. She then refused to pick up the phone when I called back; however, would text. She refused to give me a time or date I could make a complaint to the dentist until I told her to go ahead and take the kiddos off the schedule because we will be going somewhere else for our service, as by then I was concerned how my children may be treated.

Another receptionist had put me on a payment plan due to falling on hard times, and I had made a payment recently. Although she said there were no notes, there were text messages to prove this. This was two days before Christmas. I paid the bill in full and will be taking 9 family members somewhere else.

We are all human. I understand we all have bad days and my interaction could have been better. I apologized. Regardless, Stephanie’s behavior was spiteful and childish.

My first impression of Dr. Albers was that he had an unusual, mechanical bedside manner. He rarely explained treatment plans and became somewhat sharp when asked for explanations or “why.” Despite a history of excellent oral health and regular checkups at my previous dentist, Dr. Albers’ team found issues requiring treatments at nearly every visit, contrasting sharply with prior dental care.

I stayed because the original front office staff here were welcoming and patient-centered. Although unconventional, I often obtained clarification on my care from them, rather than Dr. Albers. They apologized when I raised concerns about his communication style, said I was not the first to voice concern, and said they had consistently suggested improvements to him. Their professionalism and kindness were the reasons I remained.

Recently, the entire front office staff here have resigned. The new staff are rude, dismissive, argumentative, and lack follow-up. Their approach has completely changed the tone of this practice.

For example, I was scheduled for a routine cleaning on a Monday afternoon but became ill over the weekend with COVID symptoms. I called to cancel first thing Monday morning. The staff said I should come in anyway because they wear PPE. I explained this would pose risk to other patients. They then threatened a $50 late-cancellation fee, despite the office being closed over the weekend leaving me unable to make a 48-hour notice. Dr. Albers later told me not to worry about the fee, but said I “could have still come in,” which I found irresponsible for public health! Other issues included failure to provide follow-up on requested treatment estimate; staff admitted they had “forgotten” to call me.

After a recent cleaning, I received an unexpected ~$23 bill billed as relating to “periodontal.” I am not a periodontal patient. I emailed the office and got no response. After two more bills, now with finance fees, I reached out again. They claimed they never received my email and explained the charges were for items insurance does not pay, including “room cleaning” and “oral rinse” (mouth wash). I was told I would now be paying about $51 out of pocket per cleaning.

I said patients should be informed of new billing practices. The staff said they had “done their best,” by mentioning it “upon checkout.” I requested the $23 charge be waived since I was unaware of the policy. She refused, saying the office had previously waived a broken-appointment fee, so they would not waive anything else. When I remarked that Dr. Albers likely wouldn’t want to lose a patient over $23, she said, “Actually, Dr. Albers said if you want to go elsewhere, that’s fine, because with your insurance he loses money treating you.” When I asked to speak with Dr. Albers, she said, “he does not discuss financial matters with patients.” I canceled all future appointments and stated I would pay the balance due minus the finance charges.

A few days later, I received an unsigned, poorly formatted letter dated the same day, stating that “he” wished to end our professional relationship and would provide only emergency care for 30 days. Dr. Albers never contacted me personally; I strongly suspect the letter came from his staff.

When I had asked to speak with a manager to resolve issues, I was told the practice has none—“Dr. Albers has staff for that purpose.” This is highly concerning and unconventional for a practice of this size. It suggests there is no oversight or accountability. Given Dr. Albers’ age and reliance on staff, this raises questions about whether he is being accurately informed about office operations. From my experience, the new staff appear defensive and at times vindictive, and important information, including errors, may not be honestly conveyed. Staff appear free to take actions with patients, such as sending letters under Dr. Albers’ name without a signature.

Based on the above, I urge you to seek care elsewhere.

Wow what a friendly office! I had major procedure done by Dr Reyes and his team today. They were incredibly knowledgeable, skilled and so important, gentle. Dr Reyes really listened to me which resulted in him discovering a concern and fixing it.
I have been seeing Dr Albers for years. He does great work and ensures that the professionals in his office are the best!