Western New York Dental Group Webster

"What a mess! This office has canceled my dental cleaning twice in the past two weeks, and the only available slots within six months are frequent cancellations. Plus, they say they will call you back to reschedule and never do. The scheduling inconsistency and overall disorganization make it difficult to trust this practice. I recommend avoiding it for more reliable dental care elsewhere."

"I highly recommend Dr. Nikitkova and her team in Webster! Reading the reviews, most of them have nothing to do with the actual dental care people received. I do get the importance of having respectful, pleasant and nice staff greeting people at the door and the frustration of no show fees but neither of these things are a direct indication of the quality of dental care you recieve. I have personally been going to this office on and off since they opened this location, I have also gone to multiple other locations they have. I have had nothing but pleasant experiences at the Webster location, including cleanings, x-rays, tooth extractions (back when they had an oral surgeon), and fillings. I have seen multiple dentists at this location, and most recently, that doctor has been Dr. Nikitkova. She is the only doctor currently at this location and is wonderful. She is kind and caring and compassionate and has an excellent bedside manner. My dental work has all been excellent, and she makes the experience as pleasant as possible given the circumstances. I've also had great experiences with all of the hygienists and assistants that I have interacted with at that office. One of the other complaints made was a lack of adequate reminders to ensure the ability to cancel appointments with enough notice to not have a cancellation fee. I receive reminders via text for my appointments, but I also put the appointment in my phone and set reminders for one day and one week before my appointment. If you sign a paper agreeing to a cancellation fee, if less than 24 hours in advance, you are an adult and responsible for knowing when your appointment is. Reminders are helpful, but it is ultimately your responsibility to know when your appointment is and to cancel in time. Again, this has no impact on the dental care received."

"I spoke with my hygienist at my last cleaning about rescheduling as usual for my next appointment. I’m a full time student at RIT completing my masters degree and at the time of my last appointment wasn’t aware of what my schedule would look like in the future so I spoke with my hygienist and we agreed that I put it on a Wednesday 2/15/23 at 9:30am. I was told that once I received a reminder for my appt I could just reschedule for a better time which is perfectly reasonable. Fast forward to 2/14/23… I have both email and phone call records and with both, I received 0 phone calls, 0 voicemails, and 1 email reminder. The funny part is that the email reminder was sent to me at 4:05pm 2/14/23 which would not allow me to adhere to their cancellation policy and thus forcing me to pay $100. I could not attend because I have my classes in the morning that also would result in losing points off my grade if I didn’t show up. I wasn’t about to lose points at school for a dentist appointment that I was told I would receive a timely reminder for so that I could reschedule. If this office is going to send last minute reminders, they might as well not send any at all since their reminder system is clearly broken and designed to force patients into a $100 fee because of their “policy.” I’m surprised this place is still in business as the lady I spoke to over the phone kept interrupting me with an insanely angry attitude about how I’m going to pay the $100 fee no matter what I do even if I cease being a patient with them. It seemed as if she was being smug and enjoyed what she was saying to me over the phone and claimed she was the supervisor when I asked if I could speak to anybody higher up about the situation. I would give this place 0 stars if I could especially because of the treatment I received over the phone. Shame on her and shame on this office for contributing to the stigma of why nobody likes going to the dentist. Maybe the lady (supervisor apparently) that I spoke to had a bad day or something, so if she’s reading this, I want to say that I pity you for how cruel you can be towards people over the phone and I genuinely hope that you find something in your life that makes you happy because your job clearly makes you miserable. You should be ashamed as should this entire office especially if you hold the title of supervisor."

"This office has a problem. On Saturday (12/10/22) I have received a bill for $100 due on a WALK OUT STATEMENT form for a missing appointment. I had notified the lady at the desk in June 2022 that I was through with this office—-I won’t be returning after the Doctor had requested me to return to see me again on her $6771 treatment plan given to me on May 31, 2022. I went to this office on April 6, 2022 for a preventative cleaning on my insurance. That’s no fees out of pocket. I had arrived on time but the hygienist was running late. So she only did the x-rays and told my preventative insurance can’t be used…cleaning will be $116 out my pocket and I had to make another appointment because her next appointment were waiting. She didn’t have the time and I wasn’t planning on making any cash payment on this day. So, I fell for it. I returned too the office on May 31,2022 for my cleaning (that seemed like a regular cleaning to me) and paid the $116. At the end, the Doctor and hygienist had their discussion. Afterward, the Hygienist tried too explain a treatment plan. I think it was around the first week in June, while at home; I came up with questions and called the office. Someone had called me back because the lady on the phone couldn’t answer my questions—-the doctor want me to return to the office AGAIN at no charge to me about the treatment plan. What? I declined and told her I won’t ever return, I’m through with this office. [my time, gas, etc..] I will be calling my insurance first thing tomorrow morning to void out any claim from this office. They will have to fix this bill. Or, my last step will be to notify the New York State of Professional (OPD) because no one should be allowed to bill on a cancelled/suspended account……because I had let them know in June I have decided on not to use their services, and I didn’t give any confirmation that I will be returned to this office for their $6771 treatment plan or any services. As a result: I’m rating the office @ ZERO (1 star). Updates: The office manager corrected the statement due too $0.00. I really appreciated her fast and professional efforts on correcting this issue. As a result: I’m rating the office @ 2.5 (3 stars)."

"Just called for an appointment, the person who answered the phone had a great voice, was very professional, obviously well trained. Unfortunately they dictate to new patients how the experience is going to go - they do not allow the new customer to pay for a basic cleaning, decide how they feel about the practice and then choose whether they wish to become a repeat customer and return to pay for more expensive services. I'm sure they'll claim some BS about safety. Oh well. There is a good chance I'll need significant services over the next few decades - I guess they have enough paying customers. Despite what happened above - a few weeks later I went there anyway due to convenience and timing - here is what I said ... I don't believe in forcing someone to have x-rays on their first visit if they do not want them - I don't care what safety concerns you have, make the patient sign a waiver if there are true safety concerns you can prove exist. At the first appointment you should be attempting to earn the customer's business in to the future - not dictating terms to them. This is why most people today see dentistry as a necessary evil and a modern 'racket'. You're more likely to retain a new patient when YOU have the incentive to impress them with great service and professional skill. That's my opinion - I believe it's fact - take it as you will. Completely separate from those principles, Jaime is a credit to the organization, I was very pleased with her knowledge and skill. Thank you. Despite not being happy with the policies, I increased my rating from One star to Four."