Dr. David Robert Russell, DDS

I called today to find a new dentist and I was thrilled to speak to them because they have good ratings. I was also happy to get someone over the phone versus a voicemail or answering service these days. Connie answered the phone and stated that she was in the middle of doing other notes on her computer. I let her know "I understand completely, take your time" because of various jobs I've done. We went through the initial intake process over the phone and I let her know my availability was M-F 10am-7pm due to work. She let me know that a cleaning might take up to a couple month and an initial appointment would take two weeks due to my schedule. I kindly informed her that I completely understand and if I may hold off to see a the doctor to possibly see if there is another availability in my area. She stated "well if you didn't put such a strict limit on your schedule I might be able to." I courteously informed her that I understand it is my work schedule and I appreciate her time. She said if "you'd like I can hold on to that appointment so you have it just in case. Just as long as you promise to call me back if you change your mind." I thanked her for her time, said "yes that'd be great, thank you so mu-" and before I could finish telling her to "thank you so much have a nice day" she spoke over me with a dismissive tone saying"yeah a huh" and slammed the phone down. Connie spoke over me a lot during our conversation and had poor rapport building and customer service skills. Her attitude seemed annoyed, frazzled, busy but she was trying to be subtle but was still unpleasant and not friendly. I tried to build a positive rapport with her over the phone because I was happy to be a new patient in the future but her demeanor over the phone was not interested and non-empathetic. Her tone was unfeeling and she tried to be subtle but was still very negative. I wanted to have a good rapport with the staff since I considered working with them and not start off on the wrong foot but Connie was unenthusiastic and rude. Her tone was condescending and belittling in some instances and she made a lot of microagressions. I called back after a couple of minutes of sitting down processing what happened over the phone and decided to call back and cancel the appointments completely. When I called back she hung up very aggressively and abruptly in the same way as before with the same disinterested, unenthusiastic, poor rapport building tone. I am a new patient, or at least trying to be, and Connie treated me with distain and horrible patient/customer service. I was only trying to be polite, kind and honest. I am someone who struggles with mental health and clinical depression and this is something that is just not cool to do to anyone no matter who they are especially a potentially new patient. We never know what someone might be going through as well and I look to my insurance providers and dentist/doctors to improve my health and overall well-being. This did the opposite. Please don't go here or support this business. Connie was very rude and had horrible customer service to new patients. I have seen in other reviews there is rude office staff and they have mentioned Connie by name as well. I'm sure the dentist is wonderful at what they do but this disappointed me and pushed me away from this business. I would have gladly waited and gave them my business/ loyalty if the customer service was better. They are located very close to me and fall in my network but I'd rather not meet Connie in person. She seems bitter and mean, I think she might need to get in another line of work or retire she sounds like she's too jaded and angry for her to be working with the public. What ever happened to customer service and quality health/dental care, in this day and age your reputation is everything. Connie left a poor taste in my mouth.