Smiles of Aurora

I've been going to Smiles of Aurora for a few years and sadly, I have seen one side of the business doing great and another side not so great and getting worse. The good side: Dr. Goetz is amazing. He's by far one of the best dentists I have ever been too. This dentist office fails on the admin side. They are a disaster! Always issues with billing and insurance. They would say I owe nothing after a visit, yet a month later I still receive a bill. I once had a whitening treatment. After the fitting I had to return to pick up the trays and product. The process? The team at the front desk handed me a plastic bag with everything inside. They told me to call if I had questions. I was provided no instructions (printed or verbal). I ended up using too much of the product and waisted it. I ended up throwing the remainder away because of the frustration.The substandard staff has never gotten better and came to a total disaster when my wife had a tooth pulled. I had convinced her to try Smiles of Aurora - because of Dr. Goetz. That was my mistake. The procedure went fine but then she had to stop by the desk to check out. The staff asked my wife when she wanted to schedule the next procedure. My wife replied and asked what procedure. She was told that she had to have bridgework and it would be $1800 (after insurance). My wife told her that she did not want to do that. The staff person looked at my wife as if she was not too smart to want to pass up the procedure. She then handed her a bag of gauze with instructions. Once again, there was no verbal explanation for any follow-up to the surgery. She was told that a prescription would be ready at the pharmacist. My wife decided to go directly there and pick it up on the way home. Another disaster.The pharmacist tells her that the prescription can't be filled. Why? Because the “wonderful” staff at Smiles of Aurora did not complete the prescription information! They did not provide instructions! He immediately called the dental office. This was at 6:30. No answer. He called again. No answer. My wife called. No answer. She called me and told me what had happened - which angered me. I got in the car and drove to the dental office to tell them what had happened and to fix it. Guess what? The office was closed! (Despite the answering system and the website stating that they are open to 7:00pm.) I arrived at 6:50pm and all the doors were locked. I called from my car. No answer. I went to their website looking for an emergency number - none provided. My wife, trying to pick up pain meds after her tooth extraction and couldn't - because of the dentist staff failed. The pharmacist was extremely angry that they sent her to him for a prescription after less than a 15-minute drive from the dentist’s office and they were not answering the phone. He said that someone should have been there to answer - to handle the situation – like other medical offices do. The form was obviously rushed to complete, which was evident by all the typos throughout (i.e. "suck" rather than "such” and others).I called that night and left a message. I never heard back. I called the next morning and spoke to someone and asked them to have Dr. Goetz call me back. He never did. I also asked why the office was not open at 6:30pm or at 6:50pm the night before - despite hours showing otherwise. Her reply? She said they finished early so they just closed!!! I told her that was no way to run a business. I called again the following morning with the same request. Same result - no call back.I decided that I will not be going back. The admin staff have no professionalism and seem incompetent in so many ways. I no longer have confidence in them and do not trust my health concerns with them. My wife will not be going back, and we cancelled the appointments for my sons. Dr. Goetz lost 4 patients because of his staff. It's too bad. Dr. Goetz knows dentistry, but he has some issues hiring qualified staff. They are amateurish, unskilled, and untrained – and in some respects dangerous to your health. He has some fixing to do.

The ambience is so soothing, nurse took x-rays, she took good care of me during this process. Then the dentist1 took sizes of teeth, she told before hand that she is going to take sizes with a kind of needle tool and it may hurt a little and she was so careful doing it. Then the dentist2, he clearly explained me my case, what needs to be done to fix my problem. That was a pleasent experience for me. Finally the receptionist who worked on my profile was also so good, she didn't force me to go with the process rather asked me to think about it and get back if I am good with the process. All were so helpful and kind. I loved this place.

The desk assistant was unhelpful when I spoke to her about a service, she said she would check with the doctor and get back to me. I never heard from her, and when I arrived at my appointment, they tried to charge me almost $500 in service charges and not to mention they don’t even do a thorough cleaning on your teeth your pretty much just paying for a X-ray and a floss . I spoke with management about how I felt about the miscommunication with her desk assistant she then said I should call my insurance company myself to find out how much I would have to pay out of pocket the next time I choose to get a service , as if the desk assistant weren't being paid for doing something that is part of their job but with that being said DON’T WASTE YOUR MONEY HERE!! My experience here was terrible.