Prime Pediatric Dental Group

I am extremely disappointed with the care and communication I received from your office regarding my son’s appointment. I spent approximately four hours coordinating this visit, ensuring that my son’s previous dental records, X-rays, and treatment plan from his former dentist were sent to your office prior to the appointment. I specifically communicated with both the scheduling staff and the provider that the purpose of this visit was to establish care as a new patient and to have his cavity treated during the same appointment. I was assured that this plan could be accommodated, which is the primary reason I chose your practice. I recently started a new job, and taking additional time off during my orientation period is extremely difficult. My son’s father brought him to the appointment, where another full set of X-rays was taken despite my previously informing the office that X-rays had already been completed in May. Those records had been emailed to your office, and your staff confirmed they had been received before the appointment. Subjecting my son to unnecessary radiation after he had just undergone a complete series of X-rays approximately one month earlier is unacceptable. There was no medical necessity explained for repeating imaging that your office already had available. After the X-rays, my son received only a cleaning, and the cavity—the primary reason for the visit—was not treated. To make matters more concerning, I was informed that the cavity had progressed to the point of requiring a crown. If the tooth truly requires a crown because of its severity, why was there no discussion of a treatment plan, referral if necessary, or follow-up appointment before my son was discharged? There was no continuity of care, no clear next steps, and no effort to address the very issue that prompted the appointment. Ultimately, it is my son who suffers because his treatment has been delayed. This entire experience raises serious concerns that the appointment became more about generating billable services than providing the coordinated care that had been discussed and agreed upon beforehand. From repeating unnecessary X-rays to completing only a cleaning while leaving the actual dental treatment unaddressed, the visit failed to accomplish its intended purpose despite extensive pre-visit coordination on my part. Afterward, I called the office to escalate my concerns. Unfortunately, the office manager did not appear to understand the issue due to a significant language barrier. I requested that another manager or supervisor contact me to discuss the matter, but I have yet to receive a return call. I understand that your practice serves a predominantly Spanish-speaking community, and I fully respect that. However, every healthcare practice should have someone available who can effectively communicate with English-speaking patients or provide appropriate interpretation services. Throughout both the appointment and my follow-up phone call, there was a clear breakdown in communication and care coordination. This entire experience was unacceptable. I invested significant time coordinating my son’s care, only for the agreed-upon treatment plan to fall apart due to poor communication and lack of coordination within your office. My time was wasted, my son’s dental needs remain unaddressed, and I am now forced to find another dentist to provide the care he should have received. I expect this matter to be reviewed promptly, the charges for this visit to be waived, and a response outlining how your office intends to address these significant failures in patient care and communication so that other families do not experience the same situation.

I had a very upsetting experience at Prime Pediatric Dental (4410 West 16th Avenue Suite 52, Hialeah, FL 33012) with a dentist in this practice. From the beginning, his attitude was rude, dismissive, and completely lacking compassion. He never even introduced himself, which immediately came across as unprofessional and made the situation uncomfortable. Although I am bilingual, communication still felt poor not because of language, but because of his lack of effort and professionalism. He seemed rushed, inattentive, and unconcerned with making my sister feel at ease. The most concerning part was when he attempted to place an IV. He tried multiple times, poking my sister five times, and it honestly felt like he was fishing for her veins because he had no idea what he was doing. Instead of taking responsibility, he blamed her, saying she had “deep veins.” This was incredibly frustrating and unacceptable, especially since she gets routine lab work done every year without any issues. On top of that, he was going in and out of three different patient rooms, which made us feel like he was not focused or providing safe, attentive care. There was also a lack of attention to basic care when they were taking her vital signs, no one seemed to be paying proper attention. I later noticed she had bruises all over her arm because they used a blood pressure cuff that was too small, which should never happen. What ultimately pushed us to leave was the shocking lack of human empathy and options he presented. We were told that he could either remove her three wisdom teeth while she was fully awake essentially having to hold her down or that we would need to take her to a hospital because he did not have the proper skill set to manage the situation. That was completely unacceptable and alarming. This place honestly felt more like a factory focused on making money than a practice focused on providing safe, compassionate care, especially for children. To make matters worse, after giving her IM sedation, no one ever followed up to check if she was okay. That level of disregard is very frustrating. When we decided not to proceed with the procedure, the situation became even more uncomfortable. The front desk staff became upset when we asked for a refund, despite the fact that the procedure was never completed. The only positive part of the experience was the nursing staff. They were kind, attentive, and did their best to help, but unfortunately, it did not make up for the dentist’s behavior. Overall, this was a terrible experience. His lack of compassion, accountability, and professionalism is unacceptable. I would not recommend this place to anyone.

The staff is amazing! The doctor explained thoroughly everything that needed to be done. They made us feel comfortable. Absolutely love them! Vero absolutely wonderful! Thank you for staff for caring and your patience !

Excellent service—the doctors and assistants provide incomparable care. Not to mention, they have vastly improved the wait times to see the doctor; the wait used to be terrible at this place, but honestly, they have done a fantastic job of fixing that problem. I commend them for their great effort, and I recommend them 100%.

Dr Lopez is amazing. Very thankful for his patience and he was able to get the work done. His staff is also amazing.