Center for Oral & Maxillofacial Surgery

Terrible Experience

I was referred by my dentist to go to this center (Hazlet location) for a my wisdom teeth extraction. When I called to make the appointment (consultation) on the phone, I specifically asked the receptionist what I needed to bring with me for the initial consultation. She told me to bring/email any x-rays I had from my dentist within the past year and my medical insurance card. I asked about my dental insurance information (not having received my card in the mail as of yet) and she told me no, they don't need that, because it will be covered by medical insurance. Having said that, when I walked into the office, I was completely ignored by three girls gossiping behind the desk for a good couple of minutes before another girl (I’m assuming a tech/dentist/hygienist) walked in and said good morning and how can I help you. Of course, then the girl sitting at the desk finally gave me recognition and a clipboard to fill out. Anyway, I fill out all the information and I go to bring it back to her. She waits until she finishes gossiping with the other girl sitting there about her weekend before she opens the window. (As if I can’t hear the professional conversation they’re conducting on the other side of the glass.) She asks me for my referral card. I bring her the referral from my dentist. She says, no, I need the referral card from your primary doctor. (I’m thinking…my primary doctor?! What does my primary know about my dental work?!) So I tell her, “Ok, I don’t have that…I’ve never heard of needing a referral for wisdom teeth from my regular doctor, and not from my dentist.” And she says, oh well, you need a referral from your primary, and I also need your dental insurance card. So I tell her no one told me any of this on the phone when I made the appointment. She tells me to call my primary (It’s 7:30am) and have my doctor fax/email a referral. (1. My doctor’s office isn’t open. It’s 7:30am. 2. I don’t have all day to sit there waiting in the office…especially when I asked on the phone prior to consultation what I needed to bring with me). So at that point, I said, "My doctor’s office isn’t open. Does that mean I can’t see the doctor today for my consultation today?” And the girl says, “Yes, you can see the doctor, but since you don’t have your dental insurance card either, you’re going to HAVE TO PAY FOR THIS CONSULTATION OUT OF POCKET. Would you like to pay for it?” (Mind you, I had all my dental insurance information that she could call the company to verify with). I was thinking in my head, enough is enough. Pay for a consultation? When they don’t even need to do x-rays? Why would I pay out of pocket in full when I have insurance? Why was my consultation so contingent upon my primary doctor’s referral if she’s telling me I need my DENTAL insurance card?! I've worked in insurance AND a doctor's office...I KNOW your actual card does not have to be present at the appointment so long as it can be verified with the insurance company. I mean, this is all beside the point of the matter. I mean, I went in there not even thinking I had to PAY for a consultation, especially when I already had the X-rays. And now, after she told me I didn't NEED the dental insurance card, I'm paying the visit in full because I don't have the physical card on me? It's not adding up here. It was just a very poor experience. Terrible and rude customer service from the girls behind the front desk. To stand there and be ignored twice as a patient...especially a new patient? Total misinformation even from the initial phone conversation...Most of this awful experience could have been avoided if I was just given correct information from the start...Instead I missed half a day of work for nothing. In the end, she asked me to reschedule my consultation and I told her I would get back to her. I will NEVER, ever, ever, ever, go back to this place, nor would I recommend anyone to go here. If not for the miscommunication over insurance/referral information, but just how blatantly rude the girls behind the desk are. The surgeon may be top notch for all I know, but his receptionists are not. If they treat their patients like this, I can't imagine how the surgeon treats his patients.