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| - It pains me to give this place 1 star, because the dentist, Dr. Holly Lerma, DDS, is absolutely delightful. Friendly, personable, and she really takes the time to patiently explain things to her patients. I truly enjoyed being her patient, and her dental assistants are pretty great too. However, her receptionist, Missy, is a bonafide nightmare. We're talking, "Enter the Sandman."
It started with subtle hints of rudeness from Missy (like a "funky" tone or being short with me over the phone) which I just ignored. But she obviously lost her mind in November of 2014. I called on Monday, 10November to cancel an appointment that I had for a filling on Wednesday, 12Nov. I was out of town and wouldn't be back in time. (Background story: I have had to cancel/ reschedule this filling appointment many times. I always canceled with at least 24hrs notice. I NEVER no-showed. On my last visit, Missy told me that I'd now need a 48hr cancel notice because I'd rescheduled so many times. So, I was in compliance with the 48hr cancellation notice.) Missy began to yell at me. Yell! She ranted and raved about how I had promised Dr. Lerma that I'd make the appointment this time (1st lie). 1st of all, NO such "promise" was made, and with my line of work, I would never make such a promise. I told Missy that I never said anything of the sort. (As a matter of fact, on my last visit Dr. Lerma had expressed her understanding with upcoming birthday, holidays and such, that I may need to postpone, but she just suggested that I go through with the filling as soon as possible.) Then Missy went on some other tangent, STILL YELLING, mind you, telling me that she had told me last time that I couldn't cancel anymore (2nd lie). What? When did that conversation take place? "Um, no Missy. You told me that I had to cancel with 48 hours notice instead of 24 hours now." But Missy continued to lie on me and to me. Honestly, I was so livid by that time that I didn't hear anything else she was lying (sic). And (to my advantage) I was in a room full of people with my phone on speaker (I had paused my meeting so that I could cancel this appointment on time), so I was trying to maintain my professional composure. I simply told Missy that I was going to end our call before I said something that I'd regret.
Fast forward 03Feb, 2015. I get a voicemail message from a "Private Caller." I listen and it's Missy, reminding me of my DD's appointment tomorrow. (She had NEVER called me private before.) I return the call and ask to speak with Dr. Holly Lerma. Missy answered the phone and initially she asked me to hold, as if she was going to get the dentist. Then she asked who was calling. I said, Tigra. She asked what it was regarding and if was regarding my daughter's appointment. I said, "It's regarding many things, Missy." At that point Missy said she'd give Holly the message.
Missy called me back and said that she had spoken with Dr. Holly Lerma and that she had decided that my family wasn't a good "fit" for her office, so she'd be sending me a release to find another dentist. I asked if I could speak with Dr. Holly Lerma directly, because, honestly after all the previous lies Missy dished out, I can't believe anything she has to say. Basically, Missy refused to let me speak with Dr. Lerma and the call ended.
1 - As much as I loved going to Dr. Holly Lerma, I had no plans to return as long as I'd have to interact with Missy. However, I wanted to give Holly the courtesy of knowing why I was leaving.
2 - How is it that all of a sudden, after almost 4 months have passed, I'm not a "fit" after I ask to speak with Dr. Lerma? I think that Missy is trying to CYA. I highly doubt that the dentist made said decision, but IF she did, I'm certain it was based on untruths told by Missy.
I don't want to be presumptuous with the reasoning behind Missy's issues with me, but she has some major issues and I have done absolutely nothing wrong.
IF Dr. Lerma made such a decision without giving me the courtesy of hearing what I have to say (and don't forget all of those independent witnesses I have), that would be tragically unprofessional and unfortunate.
My hope is that Dr. Holly Lerma learns the truth about her receptionist, Missy, and takes proactive measures. With a new receptionist, Pinnacle Peak Dental Care would be a 5-star establishment.
(Someone submitted this practice twice: 1 under Pinnacle Peak Dental, and 1 under Lerma, Holly, DDS. I have reported the duplicate to Yelp, but am placing the same review under both in the interim.)
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