Bedford >Health & Medical Services >
Dentists >Branson Dental
1305 Brown Trl Ste F, Bedford, TX | Directions 7602232.834241 -97.161502
I saw Dr. Branson for the first time on August 12, 2013. Dr. Branson and his staff/family are the most unprofessional healthcare workers I have ever encountered. The issues began while Dr. Branson’s dental assistant was discussing my treatment plan; Dr. Branson recommended an extraction and root canal. I explained to the assistant that I could not afford a crown and would like the tooth extracted, she said Dr. Branson will not extract a tooth that can be saved. I was then told by the assistant that I may want to check into JPS, the county hospital. I have Aetna dental insurance, why would I use a provider for impoverished persons. At this point I am frustrated and in extreme pain. I ask for pain medication and am ready to leave. Dr. Branson advises me he can’t give me pain medication because of the anti-depressants I’m taking, which by the way he was unfamiliar with Bupropion HCL (Wellbutrin) and Fluoxetine (Prozac.) Dr. Branson stated I would need to check with my PCP for her recommendation. I was surprised Dr. Branson was unfamiliar with the contraindications of two very common medications. I began to question Dr. Branson’s skill-set. I paid my bill $15.00, according to the treatment plan, and attempted to leave the office, I had to squeeze around Dr. Branson who was in the doorway holding a dental instrument in a very intimidating manner. I quickly left the office. As I was leaving, I called Dr. Branson an a’hole. From this point on Dr. Branson and his staff act in the most unprofessional, unethical and cruel manner.
Come to find out, my co-pay was only $5.00/visit and treatment plan had calculated the three visits it would take for the completion of my root canal. When I called the office to receive my refund, I was hung up on by a woman who told me I called Dr. Branson a bad word. After returning to their office I was told that the additional $10.00 was an urgent/emergent fee. By the way, Aetna has no charge for an urgent/emergent fee, the office staff refused to provide an ADA billing code. This further signifies their incompetence. While at the reception desk Dr. Branson comes out in the waiting room demanding I leave his office, the office boy (his son) tells me they are a family owned and operated business and I never know who I’m talking to, as if I cared. Again I asked about the $10.00 and am told by Dr. Branson it’s an infection control fee. I leave the office, or am forced out.
While sitting in the parking lot my PCP calls to advise they contacted Dr. Branson’s office to make pain medication recommendations but Dr. Branson’s staff stated I was no longer a patient at the clinic. This was a direct violation of SBDE Rule 108.5; I will be filing a complaint with the Texas State Board of Dental Examiners and Aetna.
Finally, as if I need to say it, STAY AWAY FROM BRANSON DENTAL!
We asked the receptionist if we could refuse x-rays, which they were requiring at every visit. She told us that we were required, by law, to have X-rays at every cleaning. When we questioned her about this, she yelled at my husband, told him she was removing our records from the office, and then hung up on him. I don't care how nice the dentist is. If they can't hire a decent receptionist, it says something about the establishment.
Highly Recommended Dentist and Staff – I would like to set the record straight concerning Dr. Branson's office. I have been a patient of his for probably around 15 to 20 years. He is the kindest dentist I have ever encountered and has always done a superb job and is genuinely concerned for his patients. The thing I would like to set straight in this comment is the customer service that is provided by Ms. Branson, the office manager. She always has a smile on her face in the office and in her voice over the phone. I have worked for a major corporation in this area for 25 plus years in customer service and therefore always pay close attention to the service I receive and other customers receive wherever I go. Ms. Branson has never been anything but kind, gracious, caring and professional with me. Through the many years of being in their office, I have never heard her raise her voice or be rude to anyone. I have listened to her handle one call after another to make appointments and deal with customers face to face and she is always the same kind, caring person. I have had extensive dental work through the many years here and she has always explained what my insurance will and will not cover. This lady knows the business and she is right on the information every time. Americans in general have turned into a big bunch of whiney pains in the rear that if told something they don't want to hear, they perceive as rude customer service. I can assure you that Ms. Branson has not the power to write the laws of your insurance policy coverage, she is simply the messenger of what is and is not covered. She also happens to be the office manager that has to oversee that all of her customers are treated fairly and with respect. If you are late for an appointment, why do you think it's fair to the patient next in line to be put off for a while because you couldn't get there on time. Furthermore, this is a family business and therefore when you deal with Ms. Branson, she is not some non-caring disgruntled employee working for an hourly wage that could care less if the business survives or not. This is her and her husband's and children's livelyhood and she cares deeply how the business is run and how the customers are treated. Besides the wonderful dental care and customer service I have received through the years they have on more than one occasion slotted me in where they could, stayed after hours and skipped lunch breaks for my needs. I can't say enough for this practice and staff. Please disregard any negative comments you hear of this practice and staff and give them a try. I promise you will be happy and well attended. I am sincere.
RUDE ALERT CUSTOMER SERVICE NIGHTMARE – Nice dentist who I had used for years. As a physician, I would cringe at the horrible customer service I would see the receptionist give to people on the phone and in person. Also, I became annoyed when only available to be seen Monday and Tuesdays. Then today I showed up 16 minutes late, and I was told I would need to reschedule for 3 months in the future when if I would of shown up 2 minutes earlier, I would have been seen. When I asked for the dentist to make the final call the receptionist became very rude and said I should find another dentist with he would not even let me schedule an appointment. DO NOT REWARD THIS DENTIST WITH YOUR BUSINESS WITH THE WORST CUSTOMER SERVICE YOU WILL EVER RECEIVE.
Horrible Customer Relations – I have been a patient of Dr Montroy's for nearly a year. I called today to set up a check up and cleaning under my new insurance plan that was due to go active on the first of next month. I wanted to set up my appointment on one of my off days because my job requires a lot of my time. I was told by the old woman that runs the front desk that i would have to wait until the middle of the month to set an appointment because that's when they get proof from the provider that i'm insured. I didn't want to wait that long, so i asked her about options. I asked, "Can I call my insurance company directly and get something with a letter head on it stating that i'm insured with them?" She only told me no, that the only option would be to pay in full for the appointment. i replied, "That's not very patient friendley." She then said, "Well, We don't care what you think." and hung up on me. Raged, i Called back and was hung up on a number of times. eventually, i spoke with the gentleman that works the front desk with her. I told him that was a very inappropriate way to handle a patient. he told me that she's the owner and that there's nothing he can do. I really appreciated and enjoyed dr montroy as my dentist, but with staff like that running the dental office, i'm going to take my money elsewhere. she is an awful and negative person. I can't believe that she's in charge of customer relations. And, from the looks of it, a lot of people feel the same way about her.
Customer relations make a company. If you don't have a decent understanding of how to deal with customers, you shouldn't be dealing with customers. Bottom line.
Beware – While Dr. Branson seems like a nice guy, the person at the front desk is NOT. The quote she provided for three crowns and one root canal did not match the schedule for allowable charges and co pay listed by my insurance provider. She would not discuss this with my insurance representative. When I tried to discuss the charges with her I was told she was cancelling all my appointments and then hung up on me.
Stay Away!!! – This is my first time leaving a message about a company before. This was not my first visit with this particular establishment, but it will be my last. If I do not have a pleasant experience at at buisness, I always give them a second chance. I went in for some work, and I was treated horrible by the front desk person, which happens to be the wife of the doctor. Before going back to see the doctor, I wanted to get the facts straight about what my insurance would pay. When I told her she was wrong about what I would have to pay, she became very huffy and rude. I work for a Doctors Office myself, so I know about insurance, and I know about customer service. She failed at both. This is not the first time she acted like this. Very unprofessional. I would go back if someone else was in her place.Dr. Branson himself was very pleasant. In this day and age with so many choices available, it does not pay to be rude to your customers.
Honest Dentist – I am a patient at Branson Dental. Dr. Branson is always on-time and the staff and is so nice. It is a family practice, so you really feel taken care of when you go in there. He also takes my insurance and I have switched several times, but they have accepted them all. The customer service here is outstanding.
TERRIBLE OFFICE – The receptionist, which also happen to be the dentist's wife, is TERRIBLE! When I chose not to have a procedure because I couldn't afford it, but wanted to schedule a cleaning, she became enraged. She screamed at me that "they don't care about cleanings!" She continued to insult me, scream my personal information and threatened to call my employer. This was my first visit to this office. I was amazed at the temper tantrum this grown woman threw, and the dentist, who was within ear shot did nothing. If you value your personal information and don't want to be screamed at, I wouldn't go to this dentist.
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