Tend Dental 12+

Tend itself is an amazing dental service. But the scheduling is buggy. When I try to reschedule an appt it connects to my local Tend, but whether it’s on the app or website the connection fails and I’m forced to call. I’ve tried on multiple WiFi’s and it just spins. So other than that 100% would recommend. No judgement, not paid by the service but salary so there is not any overselling, super friendly staff and the perks to make you feel as comfortable as possible.

The information in the app has been incorrect since my second visit when the dentist was able to do more work in one visit than originally planned. The front desk assured me that it was okay and seemed unbothered by the app having incorrect information. What’s the point of the app then? However, more frustrating is the inability to modify my appointments through the app. Each time I click on the option to make changes it tells me to call. Even for an appointment 12 days out. Also, my experience calling has not been great. One time I called to reschedule only to find out later that I was charged a no-show fee. After calling again and emailing a screenshot of my call history (don’t they have a call history?) I was able to get them to reimburse me. Most importantly, it was only after I became a patient did I discover that there is no way for me to call the office location or get in touch with the dentist directly. All calls are toured through a call center in Texas and emails through a general email inbox. For this reason alone I do not recommend Tend and will not be continuing as a patient after finishing my current treatment plan.

This company has great people working in the locations themselves, but their business operates like a start-up and is poorly managed. They are impossible to reach via phone, you can only email a support center that has no direct knowledge of you or your care plan. I was supposed to receive a call/text from them when the dentist spoke with my orthodontist (both work at Tend) and over 2 weeks later I'm still waiting for that call.

They also force you to confirm your appointment or threaten that they will give it away "to another member" while telling you they're also gonna charge you a no-show fee if you miss it. I'm not sure what planet giving away my appointment = charge me for not showing up. Not the most logical.

It's a shame because their branding and, again, in person experience have been great. Unfortunately their lack of a patient-centric approach will be their undoing.