1-Star Review of ACE Dental of Waco

I really wanted this experience to work out, which is what makes leaving this review so disappointing. After my initial exam and X-rays, I was given an extensive treatment plan totaling over $16,000 and broken into multiple phases. My family was prepared to pay for the treatment out of pocket, but because it was such a large treatment plan, I naturally had questions. I emailed the office asking about the different phases, costs, and whether we could prioritize the teeth causing me the most pain. Victoria called me afterward, went through my questions with me, and told me that they could absolutely prioritize what was hurting me. I was scheduled for a Saturday appointment about a month later with the understanding that we were finally going to start addressing those issues. As the appointment approached, I still hadn’t received the treatment breakdown I had requested. When I followed up, I discovered there was confusion about what I was even scheduled for, and at one point I was told their system only showed a cleaning. I was also told that the emails needed to stop and that I needed to sit down with the dentist to discuss my treatment plan, which I was completely willing to do. I just wanted clear answers about an extensive treatment plan before spending $16,000. My appointment was eventually rescheduled to another Saturday. Then, approximately 30 minutes before that appointment when I was already on my way and right down the road the office called and asked me to reschedule again because the dentist was backed up. That was the point where I decided I needed to seek treatment elsewhere. What makes this especially upsetting is that I repeatedly communicated that I am in significant dental pain. This wasn’t cosmetic work that I casually wanted done whenever they could fit me in. I have been trying to get painful dental problems treated and had already waited weeks believing I was finally getting somewhere. I understand that dentists run behind and schedules change. I don’t expect any medical or dental office to run perfectly. What I couldn’t continue dealing with was the lack of clarity and communication surrounding my treatment, combined with repeated scheduling issues while I was actively in pain. After I requested my records to seek treatment elsewhere, I received an apology and acknowledgment of my decision, but there was no offer to get me seen quickly, address the painful tooth, or try to salvage the situation. Considering I had been prepared to spend approximately $16,000 out of pocket with this practice, I was honestly surprised. I can’t say why my experience unfolded the way it did, and I don’t want to speculate about anyone’s intentions. I can only say that after repeatedly asking questions and trying to understand my treatment, I eventually felt more like a problem for asking them than a patient trying to make an informed decision about a very expensive and extensive treatment plan. I really did want to have my treatment completed here. I wasn’t looking for a reason to leave I was looking for someone to help me get out of pain and finally fix my teeth. Unfortunately, after this experience, I no longer felt comfortable moving forward with such a significant amount of treatment through this office.