Lane & Associates Family Dentistry - Durham Miami

Had such an amazing experience with having my wisdom tooth pulled, that I came back here for an issue with my crown that I had been putting off due to anxiety around my experience at my last dentist. Julienne and Dr. Mao couldn’t have been more wonderful! They were so friendly, thorough, and made me comfortable in asking questions. Based on both my experiences with Lane & Associates, I truly can’t recommend them enough.

A front desk receptionist here was extremely rude on 1/14 around 3pm. Unfortunately, I failed to get her name. I was calling to reschedule my husband's appointment with a medical concern. I was surprised that she stated the next cleaning appointment available was in October. I reiterated that I talked to another receptionist (very kind) the day before and stated there are earlier appointments for appointments that have medical concerns and to call back if I needed to reschedule after checking my husband's availability. The (kind) receptionist also was able to reschedule my cleaning from January to March. So, I was confused of how less than 24 hours later the next available appointment was not until October. The conversation continued but the (rude) receptionist's tone was very dismissive and sounded annoyed. When I expressed concerned and questioned how is an office unavailable to see a patient with a medical concern until 10 months out? Her response was "well we can at..." then stated the appointment time of the appointment I was trying to reschedule (smart-ass). She proceeded to quickly respond to all my concerns with the same response "the next cleaning appointment is in October". I stated that I will talk to my husband to see if he finds a way to make it and if not, I may have to call back to cancel. And her response was "so I should cancel the appointment". Obviously, she was not listening. Needless to say, I got an appointment for my husband in 2 weeks at another lane and associate's location. If it was not for my dental hygienist at this location (who I love), I would have also switched locations due to the horrible customer service I received from this rude receptionist yesterday.

My experience today was wonderful. My hygienist, Malissa was very nice, very professional and very organized. She did a wonderful job on my cleaning. Dr.Mao is a wonderful dentist, and I am so glad to have him. My experience today was exceptional.

Refreshing to be greeted by a smiling face at reception. Then, we met with the dental hygienist, Heidi, who is great with children and patiently explained everything to my very inquisitive toddler. She made sure to approach everything with patience, care and worked at the pace my child was comfortable with. We later met with Dr. Tori who is extremely personable and gentle. A great first cleaning for my child. Highly recommend!

It has been just over a year since I had my teeth cleaned at Lane and Associates' Durham Miami location. You may be thinking, why are you writing a review a year later? Well I'll tell you! I have been wrestling with this office and their partner NCOSO office within the same building for the entire year over billing and insurance. I want to make it clear that the dental hygienist and doctor I met with on the orthodontist side were perfectly professional, kind, and good at their jobs. The battle I've been fighting has been with the administrative staff in both offices. I arrived to get my teeth cleaned having filled out all of the necessary pre-appointment paperwork, including providing them with my insurance. I found them through my insurance website as an in-network provider (they still are) and when I saw the receptionist on the way out, she let me know I didn't owe anything (which is true according to my coverage). The following month I go to the NCOSO side of the office to have a consultation. They let me know at the time of the consultation that I owe them for it (weird... my plan covers it and they have access to my insurance and I've provided them with my insurance card). I pay it and schedule a wisdom teeth removal. I then start to receive bills from the Lane and Associates side for the FULL price of my prophylaxis. I call them and they inform me my insurance won't cover it (they filed the claim incorrectly). I explain to them my specific situation and exactly how they need to file it. The assure me they will take care of it. This happens about four more times over the course of months where I'd receive a bill from them and then call them to ask what they are doing about the claim. Finally I call and get the new office manager, Ashley, on the line. I explain my situation once again (no one in their front office utilizes patient profile notes whatsoever) and she ensures me that while she looks into this, I will not be sent to collections. The following month, I am getting calls from a collections agency!! I then have to call her and get her to reverse the collections and she finally submits the claim correctly. Only, OH NO! Since they could not figure out how to do it correctly for 8 months, BCBS wouldn't pay out as per their contract. This is the point where I realize I am owed the money I paid to the NCOSO office back. I finally decide to get legal services for students involved because the office manager of NCOSO, Charlene, claims that because I have an outstanding balance with Lane and Associates, they will not issue me a refund for something my insurance had paid them for! These seemingly separate entities were trying to withhold money based on a balance I was no longer legally liable for (and never was because my insurance would have paid it in full if it were filed correctly the first time). This entire experience has wasted numerous hours of my life. At no point during this entire calendar year did I receive follow up about the status of my situationwhen it was promised to me. The people working in these offices do not care what happens to you once they've filed a claim once (correctly or not) and are completely unprofessional and inattentive. I hope whoever runs Wright and Associates (the company that owns both of these businesses) retrains every employee, especially management, on what it means to provide customer service and to try not to screw over graduate students who can't afford to be sent to collections! The level of incompetence is astonishing and I hope anyone reading this who makes the mistake of visiting either of these practices enjoys playing phone tag, being talked to like you're a nuisance, and repeating yourself. On the bright side, I feel bold enough to write this review because I finally received my money back...

I missed the phone call for confirmation of my appointment as I was in the middle of a surgical case for work, and they canceled my appointment without my knowledge. I didn’t receive a text message or anything of the sort. They would not see me when I showed up, offering to reschedule, but I have of course already found childcare and my job is very demanding and it is extremely hard to reschedule. I would never cancel an appointment for one of my patients simply because they did not return the phone call for confirmation.

Was really hoping to find a new dentist here for myself and family of 5, based off reviews. However, when calling to schedule today, the lady I spoke with was short with me, couldn't give me basic information about drs (told me to look it up) I was sure she was at a call center, but she assured me she was at the office. I had concerns with this being a large dental company vs a family owned one that the care, friendliness, and trust wouldn't be there. I think I'll keep looking.