Tina Nguyen

Review of North Surrey Orthodontics

EDIT: My original experience was terrible but afte...

EDIT: My original experience was terrible but after Harjot the office manager reached out to me, it became an absolute amazing experience!

She first phoned me to ask for details regarding my experience and kept apologizing and did seem that she genuinely cared. She even insisted on refunding the portion that I paid when I kept telling her it was fine and that I really appreciated her taking the time to phone me.

Overall, Harjot is wonderful and I wish I had the opportunity to meet her when I was there. She definitely exceeded customer service expectations and went above and beyond to resurrect all issues.

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Terrible experience from start to finish! My bad experience began even from phoning to inquire and schedule my appointment- the receptionist spoke in a very unfriendly condescending tone but I just passed it off as she may have been busy at the time I phoned. She told me my claim will have to be submitted myself so I agreed since I understand there are businesses that don t process the claims themselves.

Then came the appointment day; I was booked to repair my bottom retainer which had come loose, and make a new clip in retainer as my old one had been damaged. The moment I stepped in I was greeted by the same receptionist who I had spoken to on the phone and to my surprise my old orthodontist had retired. Out of curiosity I asked the receptionist for details and once again she spoke to me in a condescending tone.

Once I was seated in, I was greeted by the very nice (and the only saving grace for my visit) orthodontist who listened to my concerns and answered my questions. I was then greeted by the assistant who is the main reason for me writing this review. To my understanding, if there is water involved in any treatment, there needs to be a bib provided? This woman was spraying water all over my face and clothes and while she s grinding away at the cement holding my retainer in my mouth, she left gritty bits in my mouth afterwards too. After finishing up I decided I did NOT want this woman to make my clip in retainer and told her so.

I was so furious with my experience at this clinic I phoned my dentist (who recommended this clinic years ago when the old orthodontist still owned the business) and shared my experience and asked for other clinics around. He actually said he could take me in and make me the clip in retainer himself. After coming in and him inspecting the bottom retainer that had been repaired at Aurora, he was shocked to tell me I DIDNT HAVE ENOUGH cement in to hold my retainer! And I paid for this too? Thankfully he put more in but had I not gone to him, I wouldn t have known!

Overall a very bad experience and would never recommend anyone I know to come here.