Dental Depot Orthodontics 3730 West Greenway Road, Phoenix, AZ 85053

"We have been patients for approximately 4 years & absolutely loved Dental Depot n couldn’t have imagined that I’d be writing this complaint nor the service I experienced at the orthodontic side. Apparently I had a balance which my husband advised me that he spoke to the front desk clerk the day before our appointment to make sure my son would get seen. We owed a past due balance of roughly $150 with the total amount of the bill being $209. Anyhow, upon check in the front desk clerk tells me she needs to get “approval” from the office manager (even though the arrangements were made and the payment is getting paid in a day). This office manager proceeds to tell me oh no this account is NEVER paid on time and when it is it’s never paid in full, only in partial payments. To me that started her personal attack against me with my 16 year old son standing right there waiting to be seen. They said I could reschedule so when I realized she was not going to honor what she and another staff member who spent 30 minutes on the phone with my husband the day prior and told him everything was good to go for the appointment, I asked to just reschedule BUT THEN she generates a new problem for me by asking my name, glimpsing her computer screen and telling me that I am not on the account and I need “permission” from my husband DUE TO HIPPA! She tried to throw in HIPPA not knowing I’m well versed in HIPPA (I worked in the health insurance industry for many years processing and paying claims). Me scheduling an appointment has nothing to do with HIPPA BUT giving away patient information without permission is, so at this point she had already actually “violated” HIPPA by not identifying me in the first place and proceeding to give me financial information on my sons account; it also don't make sense bc I’ve taken my kids to their appointments with no issues and now all of a sudden she needs to “get permission” from dad. It had nothing to do with HIPPA but everything to do with her being making this normally fast, pleasant office visit more complicated for me; my husband happen to already be on the phone with one of the front desk clerks so I told her we’ll get permission, he’s on the phone, she tried to maintain her composure but her facial expression changed from being authoritative to dissatisfied bc I had “solved” what she tried to throw at me, VERY QUICKLY. It was her attempt to continue to try to “belittle” me and berate me. In addition, the office staff has shown disinterest in her as manager. They have told us things like, we could but “she” won’t let us while giving a look of disappointment in her direction. They’ve said things like, we used to be able to but ever since she came…the change is not a good change. I’m telling you that I have never had any issues and I used to love it there as a person with social anxiety bc of their hospitality. This just goes to show how one person can affect and “infect” an entire office staff, if she continues to spread her characteristics than eventually the rest of the staff will pick up on it and treat customers the same way! My teens have braces so I have to stay for another year or so. If I could I wouldn’t go back AT ALL! I’m afraid to deal with an “office manager” that escalates issues unnecessarily. The front desk clerk is the one who de- escalated the situation and actually apologized! Some people you can’t teach customer service skills to bc their character will always shine through the mask. She may know how to do technical things but if she can’t problem solve with berating customers than she’s not going to be effective which in turn is going to bring down the energy of the entire office. Update: my husband just called the office to get the office managers full name and she refused to give it only but said she’s Charrin (still not sure if that’s even how to spell it); we asked for an email to send or concern and she gave the HR phone number which happened to be a fax number. Now they’re closed but we’ll try again tomorrow. & we made the payment; check was in the bank by late pm."

"was a little late but was still greeted very nicely, front desk was super patient with all my questions and was overall super kind. All the staff including the doctor were extremely friendly and welcoming. The process was quick and easy and the environment was friendly and inviting. I will definitely continue using their services."

"The office got me in quickly and on time. Dr. Jamal is always warm and welcoming and his staff we friendly and answered my questions. Loving the way my teeth look!"

"I used to take my daughter to the East Bell Road location of Dental Depot to see the orthodontist, first visit to there new locations was all new faces, My daughter has grown a lot after she got her Invisalign braces in 2019, after the orthodontist at Bell Road retired I was told I had to come here to their Greenway location. Ashley had to have her stainless steel crown replaced with a porcelain crown now she needs new retainers after being told by the orthodontist on bell road that if Ashley needed an upgrade, her retainers would be covered under the 4500+ dollars. I paid for her braces, the new location would not honor and charged me over 250 per tray! I would not recommend that you take your children or go yourself to Dental Depo Orthodontist! After this, I will pay them the money they want, but I will never take Ashley back to Dental Depot orthodontics!"

"We had a rough start with my daughters braces but the office got her back in right away adjusted her braces and added some stuff to fix her bite. the office was very kind in dealing with our panic (my daughter thought her teeth were falling out lol) working in medical i can be a tough critic but they were all super nice and helpful and she is feeling a lot better and way more comfortable now."