1 /5 K S.: As a parent of two loyal patients who have been visiting North Georgia Pediatric Dentistry (NGPD) for over eight years, I am deeply disheartened and frustrated by my recent experience. Once a reliable and enjoyable dental practice, it has rapidly devolved into a realm of poor customer service, overbooked schedules and significant oversight. This is reiterated in numerous other one-star reviews, which highlight the same alarming decline in quality!
When it came time to select a new dental policy for my kids in November 2024, I took all the necessary steps to ensure our new insurance would be accepted. I called NGPD to confirm which policies they accepted and was informed that one was indeed in-network, although I would need to use the Sugar Hill location.
Fast forward to February, when I received my insurance cards and needed to reschedule our appointment from Braselton to Sugar Hill- because this is what I was told to do. During that call, I was told that Braselton actually accepted my insurance and was asked to send a copy of my insurance card via text for verification. After doing so, I received confirmation that my policy was accepted and that my children could indeed be seen in Braselton.
However, just five days before my children’s scheduled appointment, I received another text message stating they needed to verify my insurance…again. Despite having sent my details on February 21st and being assured of acceptance, I promptly sent the information once more. Then, I received a call from Nicki, who informed me that NGPD does NOT accept my insurance at all! This was shocking, as I had been assured multiple times by three different employees over the past six months that it was accepted.
When I expressed my frustration and recounted the earlier confirmations, Nicki acknowledged the oversight but stated they could only offer a disappointing discounted rate of $169 per cleaning, per child. The typical self-pay rate is $216, leaving me with a mere $47 discount for their significant mistake. To add insult to injury, when I decided to call and inquire about self-pay rates, I was told they always offer a “one-time special for all self-pay patients at $169”. What a joke!
To make matters worse, when I asked to speak to the office manager, I was placed on hold and then told she would have to call me back so they could keep the line free for other callers. It was very clear my issues were far less important than those of other callers. When I asked if I could expect a call back by the end of the day, Nicki stated she couldn’t guarantee it but would try to remind the office manager. For the record, I did NOT receive a call back by the end of the day—zero accountability.
As someone who works in the medical field and manages insurance verification daily, I find this level of service completely unacceptable. For six months, I was misled by three different employees who provided inaccurate information. Offering a small discount that others receive routinely and giving vague reassurances just five days before an appointment is inadequate. We could have sought care elsewhere and had our cleanings done in January, but we waited months based on the assurances of “trusted and knowledgeable employees” that our insurance was accepted.
It’s truly disheartening to witness a practice that once excelled in customer care decline so significantly. NGPD needs to prioritize improvements—enhancing communication, providing better training, and developing a deeper understanding of insurance coverages, all while showing greater respect for their long-time patients. The shift toward quantity over quality is evident, and this situation underscores that reality perfectly. Don’t be misled by the appealing façade of the “shiny building”—the customer service and lack of basic insurance knowledge will quickly tarnish the entire experience.
