Stubbsdental Arvostelua 

My review on big G is incognito for some reason; I'll just keep reposting elsewhere.

I chose Stubbs Dental Lehi based on their impressive reputation and awards for implant work.This review is mostly about their front end, from receptionists to manager.

They’ve had ongoing issues with their phone system, making it extremely difficult to get through or receive a call back. Based on my experience and the way technology is today this seems to be more a staffing issue than a phone issue. This has been an ongoing problem, not a one-time inconvenience, but nearly every single time, and the miscommunication between what is spoken about and relayed to staff or the dentist is astonishing and it really impacts patient care.

I had several cavities filled and a crown prepared by them as stage one of my care and was told it would take about three weeks to receive the permanent one, about 4 days later, the temporary crown came off over the weekend. I had a lot of gum pain and sensitivity, which I assumed was part of the healing process. I felt confident that come Monday they'd get me in and spend the five minutes it would take to correct. I've never had an "emergency" dental issue directly related to recent work not be addressed quickly and efficiently anywhere else.

With some major sensitivity and pain I called first thing Monday morning, and left a voicemail. I have only ever gotten one callback after leaving voicemails in the past, I called again hours later and spoke with J the receptionist I explained the situation, and was told, “We’re booked, maybe we can get you in tomorrow.” my husband asked to speak with her and explained this was unacceptable, do they not have anyone available anywhere to address this? It is literally a quick check, putting glue on and sending me on my way. She said she'd check and get back to us.

Thank goodness for google, I headed to walgreens and bought some tooth glue and put it back on myself. Someone called me that night and told me they had my crown in and they can put the permanent crown on the next day.

There was no sense of urgency, no ownership of the problem, and no attempt to help someone who was clearly in discomfort for nearly four days. If a dental office can’t manage a simple call back or provide same-day attention for an emergency such as a failed temporary crown, it’s hard to feel confident trusting them with major, costly procedures.

What makes this even more frustrating is that my husband was also a patient there and has had over $30,000 work done for full mouth implants.

We expected a higher level of professionalism, responsiveness, and patient care from a practice that markets itself as award-winning and patient-centered.

Part 2-At this point, in October/November I was questioning whether to proceed with the two implants I had planned and had unfortunately prepaid for. Yet I wanted to give them another chance, maybe this was a one off? My mouth needed more healing before the surgery so it was agreed I would reach out and schedule after the new year.

Mid January I reached out, told them I was ready for the second phase but FIRST, I wanted a complete breakdown via email of what the remaining procedures would cost. About 6000$ was what I expected to pay out of pocket, I asked for this because of several billing errors, billing irregularities and miscommunication over phone and in person in the past. Several calls, emails and more miscommunication including being told on the phone “lets make your appointment and you can discuss with our billing department when you come in” despite being very clear and specifically asking for an email outlining the remaining cost of treatment 3x and even reiterated over the phone again.
After letting them know I was not interested in continuing my care and requesting a refund for the $2600 prepayment of one of the implants they never refunded it and I ended up disputing it with my credit card company to get my money back. They had my money for five months. The fact that I had to take extra steps to get it back is disgusting. Hunter is the MVP give him a raise .