Western New York Dental Group Greece (Long Pond)

"Wow—extremely dissatisfied with the serious lack of professionalism from Kathleen at the front desk and Nicole the hygienist. Kathleen complained to her colleagues about my wife not arriving early to the appointment to verify insurance—my wife was sitting feet away in the waiting room at the time. Real class act. My wife was not sure if her dental plan had changed and the front desk did not offer any way to confirm until my wife called her HR team to verify the plan. This took a few minutes. Nicole the hygienist was obviously upset that there was a few minute delay verifying the insurance (Kathleen could have just called the insurance on file to verify but didn’t do it before the visit or at the time of the visit). Nicole tried to say that maybe she couldn’t do a basic cleaning because my wife was pregnant and they couldn’t do x-rays. But the dentist himself scheduled the basic cleaning knowing my wife was pregnant and my wife explained this and confirmed she just can’t do x-rays. Nicole was clearly upset and giving off a big attitude which carried over to her dental work. She was so harsh during the cleaning that my wife had to tell her that she has very sensitive gums and even more so while pregnant and that Nicole is really hurting her gums. She lightened up to not hurt her but had an attitude the entire time. Is this really the quality of service you want to deliver? Not as harsh but still with a poor attitude? Complaining about patients that are sitting in your waiting room should be a fireable offense but to have a hygienist be rough bc she is upset? Find someone who doesn’t hurt patients based on their attitude. This is NOT acceptable behavior. Don’t bring your family here if you expect them to have a respectable, professional and safe experience. Zero stars if I could."

"I just had my 6 month cleaning and check up. Lejla, my Hygienist, is great. I can't say enough about how she made me feel relaxed and comfortable. At 72 I've seen many hygienists in my day but I got to say Lejla is the best."

"This is the second time i’ve had a dental cleaning at this location. I gave them the benefit of the doubt and thought maybe it was just one dental hygienist that was aggressive as I was in much pain afterwards. I had a different dental hygienist this time around and had the same experience of them not being attentive, being aggressive with my care and not notifying me about my current situation with my teeth, I had to find out from the front desk ladies."

"My dentist of 25 years passed away in 2020, I had to find another dentist and my husband had good things to say about Dr Enterline. Dr. Enterline and Jasmina are a great team professional and kind. Charlene in billing was very patient in explaining to me my dental and billing questions. The dentists here have a fast pace somewhat factory like and you will not get the relationship with your dentist that a private practice provides. I have never had any problems with my dental work in the past, unfortunately the crown work done here was subpar and I have had continuous issues with the work that was done. I scheduled a consult about the problems with the work done and was told to see a neurologist???? My visits were during covid and the dental spaces were not as clean as what I have been used to and there were unfinished walls and small construction projects going on. Also the front office waiting area was not cleaned regularly . I would not recommend this dental office it does not have a high standard of excellence. Hopefully the environment will improve to reflect good dentistry practices."

"The last time I was in the office for a cleaning, I had a negative experience with the front desk staff who had comments to make about my health insurance, even though I'd previously provided an updated card that somehow disappeared from the system. She advised me I was too old to be on my parents insurance (which in fact I was - at 31, and no longer on my parents insurance), while I was in the motion of trying to hand her my updated card. Because my card had my name, and not the primary insurer, and even though he is also a patient at the practice, she advised me she did not think there was anything she could do, and was not willing to call the insurance to verify. She was also quite rude to the young man in front of me who wasn't even 18 at the time who had forgotten his card but was also a previous patient. I did call after and speak with someone to report this and wanted to move on in hopes maybe this was a one-time bad situation with the front desk staff. Yesterday I called with a dental emergency and was advised they do not have many dentists available but would relay my concern to the dentist and give me a call back to see when an appointment could be made. I did not get any contact back, and do not plan to return to this office. Communication is the biggest factor in great customer service."