I booked an Invisalign consultation for my 12-year-old daughter two months ago, explaining at the time that she would be having three teeth removed with our regular dentist during the wait. A few days before the appointment, I received a medical questionnaire to complete, which I expected. However, the day before the consultation I was unexpectedly asked to...
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I booked an Invisalign consultation for my 12-year-old daughter two months ago, explaining at the time that she would be having three teeth removed with our regular dentist during the wait. A few days before the appointment, I received a medical questionnaire to complete, which I expected. However, the day before the consultation I was unexpectedly asked to submit photos of my daughter’s teeth. As working parents who are often away from home, the earliest we were able to provide these was the morning of the appointment. Had this request been made earlier—bearing in mind the appointment was booked months in advance—we would have been far more prepared.
We took our daughter out of school early and both booked time off work to attend. While travelling to the clinic, I received a call saying the photos needed to be redone, so I retook and sent them an hour before the appointment. Then, just 40 minutes before we were due to arrive, I was called again and told that my daughter’s case was “more complex” and that she would need to be seen by an orthodontist—despite this already being booked as an orthodontic consultation. I was then informed that the orthodontist was unavailable and asked if we could reschedule.
By this point, we had already reached Canford Cliffs after driving 40 minutes, having rearranged work commitments and taken our daughter out of school. This was extremely frustrating and, in my opinion, unacceptable customer service.
Disappointed parents & very upset pre teen as she was so excited to start her tooth straightening journey having patiently waited months for this appointment.
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