West Malling Dental

I have been searching for a long time to find a dentist that I am happy with and I have certainly found that with George at West Malling dental practice.
I first went for my consultation for composite bonding as I haven’t been happy with the way my teeth have looked for such a long time.
I have also visited the hygienist before I had the work carried out on my teeth and I have never had such a gentle but thorough clean. She was brilliant.
I have now had the composite bonding on my teeth and I couldn’t have asked for a better dentist to do the work on my teeth. I am so unbelievably happy with them!! (I even cried)
All the staff were so welcoming and friendly and made me feel at ease during my first appointment and all my visits since.
I will continue to go here as it’s the best dentist around, Thankyou guys again!

I have decided to leave this review so other people won’t get into the money trap! This dentist all he cares it’s ONLY about money and never what a person needs!
Came to fix my fixed retainer which I did ask if they competent to do (which I was told again repeat myself only money he interested at) then I’ve been advised to that might be better to have a removable one obviously the dentist decided to make more money as they are cost more!

When I told I don’t need them if you can fix this one? If not, fine I’ll go elsewhere! Subsequently I’ve been told of course I’ll do it! And then he did, he broke my retainer and now I need to pay elsewhere for the whole thing which cost a lot! Now when I’ve asked for the solution I’ve been told that he told me that is impossible to fix, ok if it’s impossible why in earth did you say “ ok I’ll do it” if you incompetent to do so!

Also to prove that is not just one off. A while ago my daughter had a tooth infection and The Same Doctor told us to remove the root (she was 16 that time) obviously that cost a bit of “good money! “We have decided to go elsewhere and get another opinion where I was told that in this age if it’s a first time infected better have antibiotics because if you remove the root in future you may loose your tooth and this is not recommended!

I would definitely recommend to avoid this dentist as we did have only the bad experience in there!

Worst service I could ever had, not from the doctors but from the management/receptionist.

I booked yesterday 13/07 an appointment for today and due to feeling unwell, potentially Covid related I wanted to cancel my appointment before I am sure that I am not positive to minimise any risk spreading the virus.

I was trying to call them since early morning and they were not answering. They answered around midday they put me on hold for 6 minutes and I hang up. I called another 4 times, left a message on their voicemail and called again 30 minutes before my appointment when they finally answered.

The receptionist, the same lady that forgot she had me on hold for 6 minutes said to me that since I had paid a deposit of £60 they have to keep it.

I had already agreed with the doctor on a costly monthly therapy but they preferred to lose me and my family as a client than reschedule my appointment.

Also as I was a client there since 2019 they had cancelled several times my appointments due to Covid, due to overbookings, due to staff shortage (hygienist had left) but they have every right to do so.

It's the first ever appointment which I wanted to be cancelled and that's the service they would provide.

That's how much they value their returning clients.

I came to this practice to see Nikki the hygienist for a clean and for a Invisalign consultation with George.
I was very happy with the service I received from both of them.
I was happy that the hygienist was very gentle and also offered the Airflow with the clean.
I went ahead with the Invisalign and I am very happy with the results. George was great and explained everything in detail thoroughly.
I highly recommend this practice!

Always a pleasant experience coming to this practice over the years. They can be relied on to sort out urgent problems as well as
more complex work...my crowns are top notch and look and feel great. Ive also found the pricing to be very fair.

Unprofessional.
Poor Service.
Unethical.

I wasn’t going to do this but the dishonesty and front of this company has been remarkable.

I was recently subjected to an aggressive enforcement of an non-existent cancellation policy from an alleged missed appointment from over 12 months prior.

The company is short sighted and only focused on money.

The story:

I spent over £4,500.00 (four thousand five hundred pounds) with WM dental for Invisalign treatment early 2021. I hadn’t been in contact since my treatment ended late 2021 and I wanted to book a follow up appointment about my bite alignment.

I rung WM dental early Dec-22 to book an appointment. I spoke to a receptionist who after asking my name refused to book the appointment until I paid a cancellation fee for a missed hygienist appointment in 2021. I had no recollection of missing an appointment so I said I would not be paying for something I do not remember. I asked why I wasn't made aware of it at the time but was met with no response. She eventually said she would speak to the dentist who agreed to see me without paying the cancellation fee.

I brought the issue up with the dentist when I saw him and he said they can waive the fee if I re-book an appointment. Which I thought was reasonable and agreed to.

When I met the hygienist for the appointment, as a courtesy, I apologised for the situation but made it clear I didn't remember missing anything. Not expecting to be challenged on it, I was confronted by the hygienist and her assistant now arguing that I still need to pay the cancellation fee.

Stupidly, I entered into an exchange with them, and every argument I made such as, there needs to be a reasonable limitation period, where is the evidence I didn't cancel in advance etc. was met with an aggressive rebuttal. I even said I did not remember seeing a cancellation policy to which I was lied to said it was on their website (which it most definitely wasn't!).

I explained to them that I had an agreement with the dentist and maintained I wasn’t paying it. Their tone and aggression was unwavering which stunned and quite frankly upset me. By this point I had lost it and knew I was not in a fit emotional state for the appointment to go ahead. I then declared I was leaving. With this, the fee then halved and then finally she offered to speak to the dentist but by that point I’d lost it and walked out. Truth is, I wouldn’t of given them 50p. It was not about the money it was about the principle.

I went straight home and checked their website and there was no T&C’s on the fee section / anywhere on the website, including their generic appointment reminder emails they send out.

Fast forward to 10/12/2022 and they have now added the message ‘Please note failure to attend appointments or short notice cancellations (within 24h) will incur a charge.’ Not once but twice on the fee page.

Of course I never received an apology and their subsequent actions clearly prove they know they are in the wrong.

To conclude, WM Dental offered a standard orthodontic service with extremely poor customer service. Good orthodontics are available in abundance, and likely to provide a much better service offering. I would implore others to look elsewhere.

absolutely over the moon with my new veneers! i see george who re done my veneers as my old ones were very yellow and not the right fit.
george has made me extremely happy and has re built my confidence and i am now happy to smile :) thank you george!

Upon reflection of my visit today it was nothing short of bizarre. Front of house receptionist was lovely. The dentist however ridiculed my accent and said I needed to learn how to speak English. I’m petrified of the dentist as it is and had very deep concerns about an issue I have, this didn’t put me at ease. I wanted to get checked and get out of there asap. Overall a disheartening and uncomfortable visit and I won’t be returning.