Do not go to Hawaii Family Dental for dental care. I was moving to the mainland this week and need to have a root canal looked at for possible re-treatment from my doctors at Kailua Dental Care! Go there! Excellent service! So, I needed to see a specialist and I was hoping to have this appointment done ASAP because I wanted to use my insurance and FSA before I left the island. I was interested in using a doctor that was covered by my insurance. I contacted Hawaii Family Dental Centers after looking for endodontists and found Dr. Fu. I spoke to a receptionist at HFDC to see if I could schedule with Dr Fu and was told that I would need to email my referral from my dentist to their staff scheduler: “Kiani” so that she could review it and schedule my appointment.
5 days pass and no word. I call the office again and ask about the status only to be told that Kiani has been on vacation for the last week. I asked who takes care of appointment schedule for her while she was on vacation and was not given an answer. At that point, I lost my patience and asked to speak to a supervisor, who was super apologetic and made my appointment to see the doctor. She shared that Dr. Fu normally schedules separate appointments for consultation and treatment but since, I was in a hurry and due to my special circumstances, they would be sure to schedule enough time for the procedure, request my records, and share my needs with Dr. Fu.
Fast forward to the day of the appointment. I arrive exactly at my appointment time and I am told to have a seat. I wait about 20-30 minutes before they ask me to fill out paperwork and pay for the service. You have to pay for your dental work up front. So I completed all that and then after getting tired of waiting 30 minutes, I ask when am I going to be seen? They bring me back 5 minutes later and ask me how I am and I share that I am upset that they make new patients wait this long and I had another appointment following this one and they had not even started yet!! So they sit me in the chair and Dr. Fu enters with my X-ray from Kailua Dental Care and proceeds to tell me that my root canal needs to be retreated and that it is a series of appointment and that he will not treat me because I only have this one appointment with him.
At this point, I am beyond upset! First, you fail to schedule the appointment with out my follow up! Then, you schedule it and waste my time by being late to even begin my appointment only to have the time booked for the procedure but be told that he did not want to treat me because I was moving!!
First of all my time as a paying customer is valuable and the fact that you treated me like my time was not important (making time about 2 hours to be at the dentist when you are moving off island is pretty important) is unacceptable. And then, to prepay for a service that you were told you were going to receive only to have your time wasted by the entire staff to be told that the doctor is not going to treat you! DO NOT GO TO THIS OFFICE! Completely unprofessional, unapologetic, no communication, and poor customer service!
I demanded to have my money refunded and I will never return. Please beware and DO NOT LET THIS HAPPEN TO YOU OR YOUR LOVED ONES! Do your research and find a dental office and professional that will care about you and your needs – that will value your time as equally important and valuable as theirs. My only regret was not being able to see the endodontist I was referred to by Kailua Dental Care. They have outstanding customer service! I highly recommend them if you are looking for general dentists!