Bright Now Dental & Orthodontics

OMG - the reviews are abysmal and i'm considering using this office for clear aligners.
Week of 7/23, I had to physically go into this office because after calling 3 times, the man who answered put me on hold for so long, I hung up each time. He could not answer my question regarding insurance coverage. I don't understand how there can. be so many people working at the front desk and not have the phones answered- I saw 4 people working.

Office is dusty, dirty with old Keurig machine sitting in lobby with a plastic bag over it- I'm assuming this means no coffee? (Can y'all just remove the machine?? smh)

One of the employees said my insurance didn't cover clear aligners because her coworker in finance dept. said NO INSURANCE COMPANY covers clear aligners. My insurance company has told me ON SEVERAL OCCASIONS they cover a portion of clear aligners. Yet this employee said "I don't know why they would tell you that". ...BECAUSE THEY ARE INFORMED PROFESSIONALS AND THESE EMPLOYEES ARE NOT?!

I wanted the free consultation for clear aligners, got the appointment and went in for consult. It was not a thorough consult. The website says they digitally scan your teeth, send images and discuss with you. The orthodontist dentist simply had me open my mouth and he looked at my teeth for about 3 minutes.
After consult, front desk staff gave me payment options. When I got home, I called my insurance company for verification of coverage - AGAIN, then called Bright Now and informed them I was in fact covered for clear aligners and they should do there research before sharing the wrong information. For coverage, my primary dentist needed to give me referral to this office, but Bright Now has not contacted me regarding this referral. Maybe they need 7 people at the front desk?

When I was there, I. needed to use the restroom and was appalled at the state of it- no paper towels, no toilet seat protectors, smelled bad. You can judge the cleanliness of an entire business by the way they keep their restroom facilities and this is telling me I probably shouldn't be a patient here??

I see the business owner, Charlotte, has responded to many of these terrible reviews, but what is Charlotte actually doing about it if I am experiencing this in July and these reviews date back many months?

Charlotte- CLEAN UP THE OFFICE AND BATHROOM, GET YOUR STAFF IN LINE WITH PROPER OFFICE SKILLS, REQUIRE THEM TO BE INFORMED ON CURRENT INSURANCE COVERAGE POLICIES, AND IF THE CLEAR ALIGNER CONSULT IS A DIGITAL SCAN- REQUIRE YOUR ORTHODONTISTS TO DO THE SCAN!!!

Hi Charlotte,

I'm a patient at your clinic. I was there for only 1 time for an oral exam and x-ray. Months later, I keep getting phone calls from you guys claiming that I have an unpaid bill. The staff that called was rude and didn't let me explain or even try to send the proof of payment through my insurance company. The insurance company approved the first claim and everything was settle and there was a second claim for the same day service so the insurance company denied it. Your staff keeps calling every couple days and harassed me about the bill which I've already clearly explained. Both of the claims service date were September 14, 2022. How can I be at two different place for the exact same service one time. Please look into this case. Ive attached the details below: What's the point of providing an email and I've sent them a detail email 3 times and no response.

I'm not sure how to rate the office. Unlike other reviews, I found the staff pleasant. Each person seemed to be trying their best.

I came to the office as it is one of two locations in Alameda that accepts Medicare coverage for teeth cleaning. I was told teeth cleaning could not be provided without x rays and a dental consultation. These services were not needed as I have been under regular dental care and am well informed about my dental health. Nevertheless, I mentioned to the staff at each step I only was agreeing to the x rays and dental consultation if it was covered under Medicare and there was no additional out of pocket costs. I stressed that my visit was just for the Medicare covered cleaning.

The dental technician was kind and understanding, and shared he was recently trained. About a dozen single x rays were taken, as well as a full mouth x ray. The dentist reviewed the x rays and, as I already knew, found no issues. However, at this point I was 1 1/2 hours into my appointment and had not received the cleaning. I shared with the Dentist my appointment was for a cleaning covered by Medicare.

Next a staff member came in and asked me to sign approval for a cleaning, with fluoride, at a cost of $89. I was not asked about the additional charge, it was just there. I declined the fluoride and it was crossed off.

My concern and reason for 3 stars (or perhaps less) was this was the quickest cleaning I have ever had. Hard to estimate, but perhaps around 15 minutes. The cleaning was with hand instruments. All of my recent cleanings have been with modern technology. The polish was applied first, not last. I'm not sure all of my teeth were cleaned ... and I actually asked.

The room/chair had no facilities to rinse my mouth. Water removal was done by suction and I was left to swallow what was left.

Being a senior I have had a lot of teeth cleanings. This, by far, was the least through and quickest I have ever had.

Lastly, as I have mentioned I only came to the office for a cleaning, wishing to see what type of treatment I would receive under Medicare, compared to private dentists. I am fortunate to have access to other dental professionals. The cleaning was something I would not accept from others. I understand the need for complete dental care, but left with the impression that cleanings were loss leaders or quick secondary jobs for seeking more profitable procedures.

Also copied to YELP, Charlotte@Brightnow.com and steve.bilt@brightnow.com via email
17 November 2023


Dear Charlotte V and Mr. Bilt (CEO):

Charlotte, please do not respond with the automated response that is usually sent, namely:
Quote
I'm so sorry that we didn't meet your expectations. We believe that visiting the dentist should be a comfortable experience. We appreciate you bringing this to our attention and if you'd like to provide additional information please email me at Charlotte@brightnow.com.

Thank you,
Charlotte
Unquote

COMPLAINT
Your high-pressure and revenue-maximizing focus has had some unintended consequences:
1. Doctors and staff are working under stressful conditions, as evidenced by short interactions with customers and even shorter treatments (my cleaning with the hygienist lasted two minutes, the orthodontist looked into my mouth for less than a minute)
2. Seamless bookings leading to delays and longer wait times for clients with apparently valid appointments
3. Lack of sufficient explanations to fully inform the customer about options and the display of physical evidence, such as intraoral dental cameras
4. Patients being guided, almost directed, towards very expensive options, without a second opinion (as if reading from a script)
5. Unnecessary and out-of-pocket procedures being offered and already placed on the charge sheet, such as the vaunted fluoride treatment, which is improperly directly applied from the plastic syringe, without utilizing a tray or application brush (presumably to save on time)
6. Outright refusal to be allowed to speak with the assigned dentist about the patient chart, even if this patient is willing to wait

This has been my experience with the BrightNow! at 2140 South Shore Ctr Alameda, CA 94501

Additional Note:
The general manager at this location, Gladys (Duenes?), was not very forthcoming with a description of policies prevailing at BrightNow!:
She was the person who intervened with describing the patient chart codes, which would translate to four fillings, rather than allowing me to have a short conversation with Dr. Rima Gandhi about her findings . I was not going to take much of her time, and I was willing to wait, but was informed by Gladys, that this was not possible. Instead, another appointment was made with Dr. Gandhi for another 19 days from now. When I offered, that my questions were fair and reasonable, and that no personal animosity was called for, she demurred from agreeing to this sentiment. This only leads me to believe, that she fosters enmity, when it is not called for, and is quite unwilling to listen to clients! When she concludes a conversation with "Have a nice day!", it is in a dismissive in tone, not friendly as it may sound. In comparison, her staff at the front desk are invariably friendly and polite. This Gladys should receive some additional instruction on what customer service entails, and if my above 6 points make any impression, make the necessary changes to allow for a less harried and stress-free working environment for everybody, staff and customers.

The Yelp review under the link: https://www.yelp.com/biz/bright-now-dental-and-orthodontics-alameda?rr=1
displays a 1-star rating for 95 out of 197 customer reviews and only 23 5-star ratings as of today.
Nearly half of all reviews are very critical, and upon review, display many similar experiences.
This 1.9 rating should be alarming to any manager and it is hoped, that not all 90+ BrightNow! locations show similar numbers!

Ralph J. Bruni