Platinum Dental of Provo

Predatory billing warning! Dr. Williams is great, and did a wonderful job with my daughter's braces. If that were the end of it, this would be a 5 star review. Unfortunately, their billing team is terrible. I paid for my daughter's treatment up front. At the end of her treatment, I got a bill. I was surprised, because I thought I had paid it all. I called to get a copy of the actual bill, because all they send is the charges. The receptionists always said the person who does billing for Ortho was not there but they would ask her to call me. No one called me back. It took MONTHS of me calling over and over and over before I finally spoke to someone who told me it was paid, and the new charge was for future services that I never signed up for! The worst part is that my daughter's retainer had broken, and when I called I repeatedly asked to get a new one, and as her teeth started to shift and I got no response, it meant I would need to get her fitted for a whole new piece. In the end, by the time I finally got to talk to someone, her teeth had shifted so much it was almost like she never had braces at all. A complete waste of time, money, and effort just to end up back where we started. I will never go back to Dr. Williams because of this. They need a new billing team!

Darlene was a doll! She's very good at her job and you can tell is very kind. I was impressed with everyone... up until the end. The receptionist wanted me to pay in full for the next appointment with no prior warning, despite talking to my privately earlier. She then waited for me to do so in front of a bunch of people, and so I felt forced to pay -- It was really embarrassing when I explained I didn't have over 200 dollars to drop unexpectedly, and she wouldn't let me keep my appointment until I paid half! It was so embarrassing, I feel like she could have warned me, and because she didn't, it felt predatory to wait until there was a social pressure. Just... icky.

I just moved and had to find a new dentist to go to. Luckily my old dentist referred me to Platinum Dental, and I had the best experience with them. The staff was so kind, and Darlene was amazing and great at her job!!

Been with them for over seven years, and generally been pretty pleased with them but recently things have changed for the worse. I always pay in full before I leave, but October 27 I received a text that I owed a balance. They didn’t respond when I texted back for info, but no sweat, I had a checkup for mid December, I’ll just check then. Show up, it’s something to do with insurance adjustments, no sweat! I tell them to just pay with the card on file, like usual. No, they changed their system without telling anyone and can’t do that anymore. Okay, I’m sure they’ll take a mea culpa and let it go til next time. Nope! Their change, but not their accountability. They will cancel my appointment and charge me $50 more if I don’t come up with a payment option on the spot. -1 star. But the contract says I have sixty days to pay, and an optional sixty day extension, and only after that period will service be impacted. So I’m okay for another ~10 days, right? Nope! Their policy (not in the contract, by the way) is ALL previous bills must be settled, never mind the contract or they cancel the appointment and make it out to be the patient’s choice. -1 star. Doesn’t that seem unfair? Can’t we just follow the contract? No, I would have to take them to court to enforce the written contract. Knowing full well everyday customers cannot afford to do that, it’s just bullying to enforce the contract however you want. Legal? Debatable. The kind of business you want to work with? Not at all. -1 star. Well, surely my 7+ years of going there will allow me some grace. Nope. Not a bit. Loyalty means nothing to them, apparently. -1 star. I’m on the verge of a 1 star review, but I manage to get another payment method just in time to save the appointment. Their work has always been solid, and the hygienist Darlene is an absolute angel. Always remembers past conversations and genuinely engages me. +1 star for Darlene. Seriously, give her whatever she asks for. Then the policy to be more flexible, especially in light of your decisions making the problem and the contract issues. Either draft an agreement that is clear or, better yet, apply the flexibility that the contract, loyalty and good customer service should invoke.

I had a terrible experience here! I went for their free dental day yesterday and was the second person in line. Although that’s an awesome thing that they do for the community, they really need to consider treating everyone equally. After waiting outside for over an hour, they opened the doors and had everyone fill out paperwork. I was one of the first taken back to the exam room, but was unfortunately taken back and then left there for over 45 minutes while the Hygienist went and helped other people. People who had just arrived there but were in and out before someone even came back to talk to me. Finally, the guy came to take x-rays, but he didn’t know what he was doing and they didn’t come out very good. I then waited another 30 minutes for the hygienist to come back and spend two minutes looking in my mouth only to sit me up and shake her head while she told me if you don’t take care of your teeth, then they are consequences and we won’t be able to do anything for You today because we don’t have time. Saying that I would need a deep clean and that it was so bad that my bone was deteriorating. I tried to talk to her to ask questions or see if I could get a cavity fixed, but she just said the doctor would be with me and stood up and walked away. The friend that I had taken with me to get a tooth pulled and had got taken back after me, but was in and out fairly quickly. I noticed her outside on the phone when the hygienist left. She had a great experience and was treated kindly, she was able to ask them questions. About 20 minutes after the hygienist left, the doctor finally came back, looked in my mouth and said yeah we can’t do the cleaning today. I tried to explain what I experienced or ask why I had to wait so long to even be seen and other people were already finished and then asked if I had any cavities to have fixed. He asked someone else and said yeah I guess there’s one right here we could fix. At which point I started crying because I was so overwhelmed and didn’t want to sit there for another hour having a cavity fixed while my friend sat outside in the cold. Then I was escorted out as though I was dangerous or something. Being someone who was recently diagnosed as autistic it’s extremely frustrating and disheartening to me to continuously be denied services that are being offered to everyone else. Had I been treated with basic respect and dignity the hygienist would’ve looked in my mouth recently after taking me back, and we would’ve come to the conclusion that I could’ve had a cavity fixed instead rather than wasting four hours of my morning just to try and take care of myself. Maybe if they knew how long it took me to finally get into a dentist because I’ve had so many bad experiences, lack of funds, or how extremely challenging it was me to get myself there to begin with, maybe they would have helped me like they helped the other thirtyish people that showed up instead of telling me that they didn’t have time to help me now. Something with the intention of brightening peoples days and making them feel better about themselves is great. Except they treated somebody terribly that is already losing the thin thread they were hanging on by and already struggling tremendously in every area of life due to lack of support, assistance, resources etc. I asked to come back after they had helped everyone else to see if they could help me they still said no. I walked out through the lobby crying & spent the rest of the day crying, sleeping and wondering. Please make it make sense because to me it just feels extremely neglectful and like they took one look at me and were like ‘NO’. I don’t even know how many cavities I have, where they are or what to do about my bone deteriorating, if it’s my teeth & my jaw or what. If the system is going to continuously pick out one person that they don’t think deserves the same level of care as others than at least offer something more humane than the constant despair that comes with constantly seeking basic Human decency to try survive with any type of quality of life.