Dental Works

Our daughter 8 year old Stephanie Coates is a patient at the Dental Works in Crystal Lake, IL. They have been treating her for an upper palate issue for the last several months. It's a process the requires routine visits and adjustments. her last follow up was supposed to be early April, but as we all know, COVID hit. We have been patiently waiting for the appointment to be rescheduled. It was finally rescheduled for Tuesday, June 16th. We were excited, because the spacer is causing her pain and the braces are eating into her gums. She is very uncomfortable. You might imagine how an 8 year old processes this pain.

Today, I received a call and was informed the appointment was being cancelled and that they have NO idea when it will be reschedule. I explained that my daughter was in pain and it's been months and while they apologized, they said sorry can't help you. It was very frustrating to hear that there is not protocol for a patient, a child, that is suffering from pain?

They suggested we go to our general dentists. First, our general dentist is not an orthodontist. Second, she was at our general dentist last week for her 6 month cleaning and our dentist advised to get her to the orthodontist as soon as possible.

Then they suggested we could go find another provider. I would be interested to know how that works since we signed up for the full treatment program and paid for that program with Dental Works.

I appreciate and understand that COVID has set appointments behind. However, it's always a challenge to get an appointment in normal times with this orthodontist. A 4 week follow up is general 6-8 weeks out.

Surprisingly, my son lost his retainer and needed a replacement. Dental Works got him an appointment and the retainer in the height of COVID. This service did result in additional out of pocket dollars paid to Dental Works. Makes me wonder about their priorities. The patient's well being or the cash.

I have an 8 year old, suffering in pain, in need of treatment. Not knowing if and when her appointment will be rescheduled is not acceptable regardless of these unprecedented times. This business had 2 1/2 months to figure out a strategy to get caught up on patient appointments. I also understand that emergency situation should take priority.

I really would appreciate an expedited solution that is not going to be at an additional cost to our family just because they are too busy.

In general, it's my observation that this office is in over their head with patients and has taken on more then they are able to support.

They are not living up to their committed pledge of service they speak about on their website.

Thank you.