Priscilla M.
Trouble getting in touch with your office
At no time in the process of making an appointment was I able to call your office and actually talk to someone. I ended up making an appointment online. You texted me that you required a $50 deposit. So I had to call your office and had to leave a request for a call back. This doesn't install trust in your professionalism. When trying to find your office on the day of my dogs appointment I called multiple times and couldn't get an answer. I couldn't find your office. But you were happy to send me a text that said you were going to charge me if I was 15 min late. Poor customer service in my opinion. The dental service ended up being the same price as my vet, so I'll just go there next time.
Response from HealthySmiles Pet DentalJan 23, 2025
Hi Priscilla, Thank you for taking the time to share your feedback. We’re so sorry to hear about the challenges you faced prior to your appointment and appreciate the opportunity to address your concerns. We strive to provide exceptional service both in person and during the booking process, and we apologize if we fell short in your case. Our team is actively working to improve our response times and we understand how important it is to feel supported during every step of the process. Regarding the deposit requirement, we apologize for any confusion. While this information is noted on our website, it may not have been as clear as it should be, and we are taking steps to ensure it is more prominent and straightforward for future bookings. Additionally, we do not impose any charges if a pet arrives late for the appointment; however, we do have a 15-minute late policy in place that helps us ensure we provide the proper evaluation and an excellent dental cleaning afterward. As for locating our office, we know how frustrating it can be when directions are unclear. We’ll be reviewing our communication to make it easier for clients to find us. We’re thrilled to hear you were happy with the dental cleaning provided to our fur friend Reyna and while we’re disappointed that your overall experience didn’t meet your expectations, your feedback helps us grow and improve. We’d love to discuss your experience further, we have tried to call you on your phone without any success, but please feel free to contact us as well at (832) 281-5281 or [email protected] and we’ll be more than happy to talk about this. We hope to have the opportunity to serve you and Reyna again in the future and provide a smoother, more enjoyable experience.