Diamond Braces Orthodontist: Braces & Invisalign

My first tray of my second series of Invisalign trays is missing from the box - after my office visit yesterday. Called yesterday. Call center is the only place I can reach. Call center says office may take 48 hours to respond. Office needs to speak with me before they resolve the issue. In case I miss the call from the office, I may be in for a new round of 48 hour phone tag with the office. I called the call center again today. Have to wait until tomorrow for follow up from office. While I wait, my old tray (that I should use) does not fit with new tooth attachments I received yesterday. Has not been easy to resolve my issue.

I came here today for an Invisalign consultation, which was free. Chelsea was the woman at the front desk and she was very helpful. She answered my questions and helped me with the registration form. Then, a staff member took pictures of my teeth and she explained the process, and she was very kind as well. She took pictures and C rays of my teeth. Then, I spoke to the dentist and the finance staff person. Everyone made sure to answer all of my questions. I never felt pressured or rushed. They reassured me that I can withdraw if I want and offered me various financing options. They are very transparent with how long it takes and gave me a range. I look forward to starting my teeth-straightening journey. I also really liked that they specialize specifically in braces and Invisalign. They don't do dental treatments.

Amazing experience! Everyone was so kind, compassionate and informative! They made me feel welcomed and answered all of my questions. I can’t wait to start my treatment with them :)

Not so sure, honestly. Professionalism, communication, and bedside mannerisms are questionable. Kind of feels like a run of the mill factory for dental services and questionable as a paying client in long term contract. In retrospect, should have really assessed and visited additional practices before committing. Was initially hesistant about beginning treatment with the practice and postponed consultation and start of treatment plan for almost 6 months, but decided to finally start at end of last year as was scheduled to have another procedure. The doctor I met with initially was pleasant, but is no longer there. From the beginning, the tech taking my photos was rather “gruff” and had to advise her was being too rough. I almost ended appointment, but decided to push forward as I did not want to reschedule/start over. Starting off, was overbilled twice and when tried disputing the double charges with billing department, could never reach anyone by phone or email. Honestly, this is the case even when trying to schedule an appointment. Can never reach anyone and if running behind schedule, will be on hold 1+ hour wait time before finally reaching someone. By that time, it appears as if just no show, which is unprofessional and not good for business. Although I am paying client, as not covered by insurance, I am often relunctant because of lack of customer service, professionalism, bedside mannerisms. I recently arrived to an appointment early after having reservations about the appointment. Wasn’t acknowledged after waiting on front desk which is fine and expected, unfortunately. Finally figured out could sign in on my own and then went to wait and that is when was finally acknowledged, announcing that I had a balance (which I didn’t). After requesting I send receipt, individual then questioned rather I actually sent it. 🤦‍♀️ Minutes later, was finally advised could go to dental area. Just a side note, people that arrived after me were taken to the dental area before me while I sat and waited. Upon arriving, I sat in the chair and was eventually greeted by a very cold assistant which was uncalled for as I strive to be friendly and professional. Understand it’s NYC, but just doesn’t seem appropriate in professional, healthcare setting. Have had friendlier assistants in the past, so know that is not typical (hopefully). The doctor was just straight to business as well, which was understandable given the time, but was almost like I was some major inconvenience or something. At one point the doctor had questions about the bands needed. I thought the doctor was talking to assistant because as client, wouldn’t know the type of treatment needed. I asked the assistant if could have a copy of the treatment plan and she advised the front desk person could provide this. When I went to front desk to request copies of treatment plan and payments (had also requested copies of payments at start of appointment), individual seemed confused about why I was told I could request copies from her. When starting treatment, was advised that the practice could correct some of the previous work which was a major deciding factor in beginning work. Now that have started treatment, unfortunately am being advised this is something practice may not be able to correct. The overall experience has not been pleasant, very questionable, and doesn’t make me feel confident about continuing as a client.

Meri and Dr.shwalb was great thank you so much. I love my braces!!! Great customer service.