Epping Family Dental

"Update on 21/08/2023: The owner and customer service manager reached out to me personally to apologize. They took my feedback seriously and promptly, which show their care and respect to their customers. Effective measures have been taken to address my concerns. I believe they will make significant improvements to their customer service based on my feedback, and I decide to continue visiting their dental clinic. ------------------------------------------------------------------------------------------------------- I am writing to express my profound disappointment with the service provided by the receptionists at your clinic. Their lack of professionalism and rudeness during my recent interaction has left me disheartened and frustrated. I believe it is essential to bring this matter to your attention so that improvements can be made to ensure a more pleasant experience for your patients. Allow me to recount my recent experience as follows: On August 15, 2023, at 1:36 PM, I made a phone call to your clinic to schedule an appointment with Dr. Tommy Jiang. I was informed that my appointment was booked for August 17, 2023, at 11:30 AM. However, upon arriving at the dental clinic today, there was no record of my booking. To exacerbate the situation, the receptionists displayed an unwarranted level of skepticism and repeatedly demanded evidence to verify my claim of having made an appointment. Their insistence that I provide "evidence" for an appointment I had made over the phone was not only demeaning but also unprofessional. Their implication that I might have mistaken your clinic for another nearby facility was disrespectful. In compliance with their request for an "investigation," I presented my phone call history from August 15, 2023. Despite my cooperation, they reluctantly examined their phone records, eventually asserting that they could only identify two incoming calls but no outgoing calls on that day. As a result, they absolved themselves of any responsibility in the matter. What further compounded my frustration was the behaviour of one of the receptionists, an older lady, who openly laughed at my predicament. Such behaviour is not only unacceptable but also highly disrespectful. All I sought was a sincere apology for the inconvenience caused. Instead, I was made to feel as if I was on trial, subjected to their "investigation." The focus shifted from addressing my concerns to placing blame on me or an unknown party. The issue of who erred or possibly deleted the record is secondary to the core problem – the lack of accountability and respect shown by the receptionists. It deeply saddens me that I had to experience such treatment from individuals who share my native language. I entered your clinic seeking assistance and respect, but I left feeling unheard and disrespected. I am very satisfied with the medical service Dr. Tommy Jiang provided. Your receptionist, however, make me lost faith in the quality of service your clinic provides. I believe that a healthcare institution should value the well-being of its patients and uphold the principles of respect and professionalism at all times. I hope that you take this complaint seriously and use it as an opportunity to address the issues that have tarnished my perception of your clinic. 前台一位女士对同胞透露出来的浓浓的恶意令人不可理喻，内心寒冷。"

"First time at Epping Family Dental. They are a very friendly team, great experience getting my dental checkup. Dr Tommy was very clear about how my teeth are going and felt great during the checkup."

"This clinic is clean and has professional and friendly reception staff. I've come to them for many years for general check and clean and had great experiences with a variety of their dental staff. They are mostly punctual and ensure they are thorough when explaining procedures. Always have a positive experience when I visit. Can highly recommend their clinic."

"I had some concerns about the customer service and the transparency about the charges at the service. After some exchange and a follow-up check with the owner Dr Lung I am satisfied with the professionalism that he has shown in both his clinical expertise and customer retention manner. Dr Lung is patient, willing to listen and focused on problem solving. He helped me identify potential causes to my teeth problem and sourced out proper treatment for me. I am impressed with the level of customer care that Dr Lung has displayed and trust that the same good spirit is upheld by his team."

"The service provided is excellent and the reception staff are friendly and welcoming. Dr. Li Ann looks after my teeth. She is very careful and takes time to make sure all cleansing, checking, and filling (if needed) are professionally done. I have no hesitation in recommending this dental clinic to you. The clinic is nice and clean."