Friendly Dental Group of University

I have been a patient at Friendly Dental for about 2 years at the Indian Land location. I broke a tooth and was in severe pain and went in to see the dentist, and had a pleasant experience. I was given a treatment plan, and because of the high cost and minimal insurance the front office staff worked with me to create a payment plan that I thought would work for me. The day before my root canal I called the office to let them know that I would need to push my appointment back because I was unable to come up with the money that quickly, and the whole experience changed from there. Fran (Office Manager) immediately followed up with "you will be charged a $50 cancellation fee" I was thrown off because I was calling 24 hrs in advance, but apparently the policy is 48 hrs. After going back and forth about that for a minute she stated that if I reschedule the appointment she would not charge the fee. As I proceeded to reschedule she advised how much I would need to pay that day. I explained to her that I was given a different payment plan, and had it in writing. She wanted to hear nothing of the sort and continued to enforce the policy. She stated that she was on vacation when I came in and that is not how things go. As a consumer this was not my issue, and as an office manager dealing with customers in pain she should have honored what I was given. My final response was, cancel the appointment and send me my dental records. I decided to go else where. I made an appointment with another practice. I was still very upset with how Fran handled me, so I contacted Friendly Dental in University to see how to submit a complaint regarding my interaction with Fran. I am so glad I did. Juan took my call, and immediately made me forget about my experience in Indian Land because while he expressed empathy about my unfavorable experience his main concern was my health. He wasted no time getting me seen, and worked with me on being able to afford the work I desperately needed. A root canal is not cheap, it is very expensive and very painful. Fran could not care less how much pain I was in, Juan only cared about how much pain I was in. I am giving Friendly Dental a five star rating because Juan, and the friendly staff at University gave me five star service. It takes a person with compassion to deal with human beings during their times of discomfort. People on the front line have to care. Thank you Juan for caring!

I am new to this practice, and so far everything has been excellent. The staff and doctors are very friendly and cordial, as well as the front desk staff being very helpful and welcoming.

Kay and Dr Mason are absolute angels and are an excellent team. I really hope someone higher up sees this review they deserve all the recognition for the compassion they showed me to day. I’m beyond happy with my experience with them.