Jennifer C · 1 out of 5 stars · a month ago
VERY DISAPPOINTED! I have used Peachtree Dentures & Implants in the past, and my previous experience was nothing short of exceptional. The service, professionalism, and quality of care were impeccable. When I previously cracked a tooth, I had an extraction and was provided with a partial; the turnaround time was exactly as promised, the tooth looked amazing, and everyone I encountered was professional, courteous, and attentive. Based on that experience, I had no hesitation returning when I recently experienced an issue with my previous partial. Unfortunately, this experience has been drastically different and extremely disappointing. There was considerable confusion about whether my new partial would be produced in the office or sent to a laboratory. When I finally received what was presented as the finished prosthetic, the quality and appearance were completely unacceptable. I was shocked that something of that quality had been approved to be placed in a patient’s mouth. I was later told that the issue resulted from incorrect information provided by the laboratory regarding how my previous partial had been produced. The office manager assured me that the corrected prosthetic would arrive on September 1, but I received no call or communication regarding a delay. On September 2, I had to call the office myself and was told it would now arrive on September 4. When I asked why the order had been delayed and why I had not been contacted, I was given conflicting information. I was told that "someone at Peachtree Dentures & Implants in the back" had cancelled the laboratory order without the office manager’s permission and that the laboratory had not followed her instructions. I then requested the corporate office number and was told that the regional manager was in the office and that I would be transferred. After being placed on hold for quite some time, I ultimately hung up. When I called back, I was told the regional manager was on another call and would contact me, but I have not received that call. I also requested a refund and was told that it had been processed. However, management could not provide me with any information regarding its status or when I could expect to receive it. I am not writing this review to be mean or unnecessarily critical. I am sharing my experience because I genuinely hope someone in management recognizes how significantly the level of communication, organization, accountability, and professionalism has declined. The staff members are sweet and personable, and I do appreciate their kindness. However, kindness alone cannot compensate for poor communication, lack of follow-through, conflicting information, and an unacceptable prosthetic. As a patient, I should not have to repeatedly call to find out what is happening with my treatment or refund. I should also be able to trust that the dental appliance being placed in my mouth meets an acceptable standard of quality. I chose to return to Peachtree Dentures & Implants because of the excellent care I received previously, but unfortunately, this experience has been the complete opposite and has seriously damaged my trust in the practice. I sincerely hope corporate or regional management takes the time to review what happened not only to resolve my situation, but also to determine how these breakdowns occurred and how they can be prevented from happening to other patients.
